ComplaintsforOrange Vacation Homes

• Initial Complaint

  08/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  We stayed in one of their properties in Storey Lake in Fl back in May, the 3rd-12th. The lack of communication from this company is very unprofessional. I have rented vacation homes for years and this was by far the worst experience. I added a golf cart to my rental at the time of booking because it was an add on at the time of my booking the house. Come to find out, they don't offer that and insisted that I never booked (and it wasn't even an option on their site but I again went to the site and pointed out where) and paid for it, until I sent proof that I had paid in full. From the moment we got to the front door to check in, we had issues. The code I received didn't work, and when I called I was first told that I didn't even have a reservation in their system. I about had a panic attack at that moment. Once we got that taken care of, it was dirty in places so I made sure to document it and also let them know, (when I called asking where the golf cart was). The house was in a great location to pool and surrounding areas to ****** but Kaitlin and the staff are NOT good with getting back to their customers. I am still waiting for a call back..and its been months now. We ended our vaca with having no refrigeration for almost 3 days (so much lost food never mind the ability to keep stuff cold) and the maintenance guy just letting himself in while our teen girls were home, which was not ok with us. No apologies, nothing. The house needs a deep deep clean, from mold, dirty socks left behind, to huge pee spots on the couch, it was not worth the money we paid. I was told that Kaitlin was working on getting me compensation through her boss and guaranteed me she would call me back at the beginning of June and never did. I continued to text her and call her but she did not return any calls.

  Business response

  08/16/2023

  We are not sure what the complaint is actually about? The guest has written all over our social media platforms and seems intent on getting some kind of compensation, but we are unsure what for exactly? We responded to all her calls and messages promptly and professionally. This house and our service has received 37 reviews on ****** with an average of 4.7 out of 5.

  Customer response

  08/16/2023

  Here is the last text that I sent on June 9th which they never responded too.  They know exactly what I was trying to do and once we were out of the house, they stopped responding.  They did not respond to all messages as they stated.  

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We undertook a journey from El Paso, Texas to Orlando, Florida and made a reservation for accommodation at the property located at 1009 Gran Bahama Boulevard, Davenport, FL 33897, United States, through ******* However, upon arrival and during the check-in process, the host showed a complete lack of responsiveness. Despite my numerous attempts to contact the host through various means such as phone calls, text messages, social media calls, and messages, including those made through the ****** platform, I did not receive any response whatsoever. Unfortunately, due to this unfortunate situation and the host's unresponsiveness, we were left with no choice but to spend the night inside our vehicle while traveling. This lack of professionalism is highly disappointing, particularly given the total premium payment of $737.79 USD that was made for the reservation at 1009 Gran Bahama Boulevard, Davenport, FL 33897, United States.

• Initial Complaint

  04/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a vacation stay with **** for November 8-13th 2023. I canceled this on March 15 well within the cancellation period. I left a deposit of $789 and $59 for damages. I have written 4 message and left countless calls with this company with ZERO response.

  Business response

  04/26/2023

  We already apologized to the guest for the delay and have refunded his deposit.

• Initial Complaint

  02/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  November 16 2022 I began renting from Orange Vacation Homes for 4 months. I did not sign a lease or anything, it was a month to month rental. The company stated that we could stay until March 15th if we so desired. I was quoted a price of $2,200 per month. Upon arriving at the home, I immediately noticed several issues that were documented with pictures. The back deck was extremely moldy and overgrown with moss. The interior of the house was very dirty with a broken banister, some paint chips on the wall, many scuffs and scrapes on the furniture and walls. The vents for the central air were very dirty and needed to be cleaned immediately. A moldy coffee filter was left in the machine. The linens in the home were extremely dirty. Some of them were left in a contractor bag in a closet and they were damp and musty. This was horrifying and we spent our first night there washing all the linens. We went to the local ******* to grab new linens because we couldn't use the ones that were there. The toilet had mold growing inside of it which means the mold problem is much worse than they realize. To top it off, we were charged $100 more at $2,300 per month. Because this was a last-minute booking we just had to take it. After roughly 2 months of living there we began looking for other accommodations because the mold in the house was affecting us. We also had issues with the Wi-Fi and the dishwasher not working. The internet would cut out frequently and was very slow. We informed them about it but nobody came to fix it. So we decided to move as soon as possible because the mold was making us sick. Upon leaving the home I got an email from the owners with several pictures, saying they were seeking damages and were keeping my deposit. I compared the pictures and the things they're charging me were already issues in the home. We were charged a $225 cleaning fee. The pictures they sent me were things already broken and basic cleaning the fee is for. Pics are from arrival day 1

  Business response

  02/24/2023

  Hi,

  This complaint is completely unfounded. The guest trashed the house and threatened to complain to BBB if we did not return their deposit. Please see attached email to the tenant showing the damages and costs of repair which he has accepted. We have returned his $500 as agreed.

  Please remove this complaint from our file.

  Thank you

  Customer response

  03/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The complaint is not unfounded. The pictures I attached to the original complaint are from the 1st day. Nothing was fixed and we had several issues while there. The refund was not sufficient because they are still claiming we "trashed" the property. Compare the images. This company has a history of this behavior. They have many issues in some of their properties and then blame the tenants for the repairs that should have been made before the tenants arrive. They were on vacation with their staff when we arrived at the property and it was clearly not ready to be rented at the time of our arrival.

  Sincerely,
  
  *********** **********

• Initial Complaint

  01/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our dates of stay were to be 12/23/21-1/2/22. We paid a total of $2411.15. We were promised to rent a 4 bedroom 4 bath house. When we checked in to our house on 12/23 someone was already there. They moved us down the road. We went there and had numerous issues with the house which we communicated to the manager immediately. We were promised someone would resolve the next day. We stayed around all day the next day and no one came to fix anything even though we have numerous texts saying they'd be there shortly. We were texted that evening to say someone was checking into our current house the day after Christmas and we would have to move to our original booked house. I told them that we were going to******* that day and someone would need to move our belongings. The next day I had not heard from them by 5 pm so I texted to see if all had been move and requested the new door code. I was assured it was but when we got to the house that night it smelled of gas station bathroom. After trying to get everything resolved for 2 days and saying that the toilet had broken and exploded through the entire bottom of house (which they knew when they moved our things in), we asked to speak to someone else. That was at 11 am and after calls/texts throughout the day we finally heard from Senior management after 5 pm. He did get the toilet replaced and the house cleaned the next day (day 6). However, we spent over half of our trip texting, calling, or waiting on this company. I have contacted the company and requested 1/2 the cost of lodging ( $783.77) and a refund of the cleaning fund since we cleaned two houses ($160). The response go got was we could get 2 nights stay at a property in the future. We have no desire to stay with this company again. Why do I want to take more vacation to clean, text, call, and be stressed? We did not ask for fees, insurance, taxes, etc. back. Not even half of what we spent. We want reimbursed for our awful experience.

  Business response

  04/27/2022

  Business Response /* (1000, 5, 2022/01/20) */ Hello, We are so disappointed to receive this complaint. We manage over 100 vacation homes in the area and have over 3000 guests staying with us each year. This is the first time a guest has complained to the BBB about our services. Unfortunately, our booking system had directed the guests to the wrong house. The guests were very understanding at the time and grateful to our staff for fixing the issues this computer error raised. All of the reported issues were resolved promptly and at significant cost to ourselves. At no time during their stay did they raise the issue of a refund or ask to be compensated. We subsequently received a message a week or so after check out asking for a refund. Given that the guest had stayed in the property for the duration we did not feel it appropriate to offer a refund for the stay they had already had, but in recognition of our error, we have offered them a refund of $160 and 2 free nights for a future stay. We believe that we did everything we could to rectify our mistake both at the time and since. Please see attached correspondence between us and the guest. Consumer Response /* (3000, 7, 2022/01/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was a request for reimbursement made to the office manager on 12/27. She stated she would speak to Darryl about both the issues and the money. That was at 11 am and we did not hear from Darryl until close to 5 pm. He also failed to include the last email I sent him 17 minutes after his email. I have also enclosed text messages between me and office manager to show that things were not handled as well as photos that were taken. My mother also has additional texts, should you want to see, with office manager, call logs with them, and photos. Once toilet was fixed we still could not use for 24 hours due to it being re-grouted. We spent more time on vacation trying to get items resolved/fixed than we did on actual vacation. Phone messages left for the office manager were never returned. She only texted until I constantly called back, to back, to back the day of 12/27. She was very aware we wanted a refund. As stated before, she obviously does not relay messages at all. Darryl himself said he would call me the next day to ensure all was well and speak to me more. That also did not happen. I , honestly, did not care at that moment as my family and I were just trying to enjoy any part of our trip. My question is why would I want to stay with his company again when so much was wrong the first time? It appears these are constant problems as well, as we had other people try to check into our house on 12/31. When they were told that it was a scheduling error as well. They were sent down the street, just as we were, but found it to be uncleaned and in disarray. Those individuals though were sent to an entirely new neighborhood ten minutes away. I know of all of this as that family came back to thank us for all of the help we offered them to get any resolution. We explained we understood, as the same thing happened to us. So this isn't an unusual problem. It appears it's a chronic problem. As far as no one reporting to the BBB, my only guess as to why a dispute has never been made is it is not listed anywhere in the property that they are members of it. Being in my line of business, and when I could not get prompt responses to my requests, I submitted it on here. All future vacation renters should be warned of how they are treated by this company. I will also be giving a review on VRBO and other vacation rental sites should this not be realistically handled. Not just a 2 nights stay and the cleaning fee (which since we cleaned 2 houses we definitely deserve!). And finally, why did I email back 17 minutes after his email saying no that was not satisfactory, and did not hear from him ever again. Why is there such long delays for replies to correspondence with people at this company? Business Response /* (4000, 9, 2022/02/05) */ We are sorry that the guest is not happy with our response. We don't feel the additional narrative by the guest adds anything further to her original complaint and so our response is still the same. However, we recognize that both parties do not want to do business again, so we are prepared to offer a cash refund of 2 nights stay ($280) on the basis that the guest agrees not to write any derogatory reviews online about the property or our company. Consumer Response /* (3000, 16, 2022/02/24) */ The offer that was suggested was unacceptable. After further discussion we feel it is more important to warn others not to use this company than to receive any refund. We will not be blackmailed into accepting funds to be quiet. This answer provided speaks as to the type of company this is. It is more important for us to help others avoid using them in the future than to take their pay off money.

*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. ↩