ComplaintsforPlumlee Gulf Beach Realty, Inc.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 22, I received a message that the condo I had rented would not be available due to an elevator problem. Since my husband has a heart condition and would not be able to ******* stories, I requested a refund. On 3/25 I spoke to ******* who assured me I would receive a refund check in 2 to 3 business days. I called ******* again on 4/4 and she said she thought a check had been mailed and if lost, she would get it reissued. On 4/10 I spoke to ******* who said to wait until 4/12 because the mail was slow, and if the check was not received, they would again reissue it. I feel that I am getting the run around. I have waited 20 days and a refund should have been sent by now.

  

  Business response

  04/18/2024

  Two calls came in from ****************** (consumer) on Wednesday, April 18, 2024. She informed two staff members (one being *******, mentioned above) that she did receive her check and that she agreed to remove this complaint. She stated that she believed the **** mail delivery was what created the delay in getting her refund and it was no fault of Plumlee Gulf Beach Realty, Inc.

  Our staff was helpful in each interaction with ****************** and was sympathetic to the delay of her refund. All refund procedures met protocol with our business model. 

  Customer response

  04/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Also, I need to apologize to Plumlee Realty.  When I received the check on 4/14, it was postmarked 3/29, so indeed the check was lost in the mail.  ******* from Plumlee was especially attentive and continued to keep in touch even though I was rude and cynical, when in reality, they were not at fault.  I appreciate BBB for being a platform for people to air grievances and get results. Your efforts are much appreciated.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 5/9 I received a reminder to make payment online for the remainder of my rental. On 5/11, I attempted to pay online as instructed via email and there wasn't an option. On 5/12, I called and LM. April called back and blamed it on being past the time I can access online. She attempted to run my card on file through and received an error message "do not honor". She says "it happens all the time. Banks think they're helping people. You'll have to call your bank then call me back. 30 min later, my banker tells me she doesn't see any attempts. I call back and had to leave another message. April calls back again and was very rude to me. I asked to speak to anyone except her and I would make payment. She refused to let me speak to anyone else there and said I have to call the main office. I called the main office, spoke to Natalie, explained the situation of the escalation with April. She stated the manager, Jessi was out until next day (friday) and she would have her call me. I received a voice mail from Jodi that said "bcuz I didn't log in before my 30 days is why i couldnt access online but I can call her back to make payment. Jodi was well aware of the issues with April and offered no discussion just request for payment and that basically it was my fault I'm late is how it sounded which is untrue. The instructions via email stated I am to make payment 30 days prior to check in date on June 11th which is May 12th. I attempted to pay online on May 11th and didn't have the option which is why I called the next day May 12th to resolve. The way I was treated by April was unacceptable and I need the recording to be pulled as she mentioned / threatened on the call with me and reviewed by management. Then I expect a call back from a manager before I feel confident in moving forward with making final full payment of our upcoming stay. This entire experience has been a run-around. I have called twice again today to be proactive and have yet to get a resolution.

  

  Business response

  06/22/2022

  Business Response /* (1000, 10, 2022/05/31) */ I understand our rental manager and spoken with guest directly. Payment has been made, and guest stated she would close complaint once she actually stayed and all else was well... T. Plumlee owner Consumer Response /* (3000, 12, 2022/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Upon check-in, April did not give us our door code. I had to call the emergency number because the office is only open Monday through Friday. The answering service took my info and told me someone would return my call. After waiting and no one calls back, I called another number and was routed to the same answering service who then left another message for someone to call me back. Finally housekeeping called back to give me my door code to enter the room. I am certain this is intentional considering I had issues with April just trying to make final payment and she is the person responsible for ensuring that the door code was supposed to be in the paperwork given to check in. Also when my son went into the office this morning to request for additional parking, April was very rude once she was given our room number, her tone changed and she was very rude to my son. As soon as they were leaving the office, April was right behind them and locked the door on them. Considering all of the hassle and dealing with April, I feel as if there should be compensation for the countless time I've spent with the issues. I would like an additional parking pass to accommodate us. Business Response /* (4000, 14, 2022/06/15) */ I understand while here you needed a 3rd parking space and told us your review would stay up until you got a parking pass for a 3rd space. We did so. I have never had someone use the BBB to extort my company so openly, but a deal is a deal please follow the BBB steps to remove or close this case. owner

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩