ComplaintsforFlorida Premier Rentals

• Initial Complaint

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We stayed at a property near ************ from March 29-April 6. The place itself was adequate. However the location was misleading. I booked this rental many months ago through VRBO and did not realize that since then, there were other reviews posted with the same complaints. The listing states it is within walking distance of some of the ****** World parks. This is untrue. Instead of walking distance, in actuality it is a 20 minute drive from those same parks.After a week of attempts and with assistance from VRBO, I was able to contact ****** at Florida Premier Rentals. With other reviews that mention this same problem on VRBO, I have trouble believing that she was truly unaware of the situation with their misleading listing. However, I was told that the wrong location was a genuine oversight. I told them explicitly how I would like the issue resolved, including monetary compensation. I was given a discount offer but it was not nearly sufficient to offset the extra costs we incurred in transportation as well as the premium we paid for a falsely advertised rental location. If I had known it was much farther away, there were much more affordable options available that I would have considered. I did not accept their offer, and countered with my original request, but since then I have not heard from ******, nor have I been able to contact her. I spoke with someone else at Florida Premier Rental who stated that they could not help me. When I asked this person for direct contact info to their resolutions department so I could speak with them myself, she said she was told not to give out their info. Instead, she assured me that she was messaging ****** right then to make sure she calls me the following morning. I did not hear from her and when I called, no one picked up the phone. Poor communication. Lack of follow through. Their listing of this property on VRBO has apparently been taken down, but their oversight cost customers money.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  SCAM ALERT! Renter lied about property address on **** website misleading the proximity to our intended destination. Renter refused to refund 48 hours after booking (still 3 weeks before the reservation) then withheld access to the property. They took my money, discontinued communication, then didn't provide entrance/access info to the property I had paid for. The property listing has since been taken down so that a review can not be left for the public to see. I'm requesting full refund of $1368.07

  Business response

  01/05/2023

  Business Response /* (1000, 5, 2022/11/29) */ Attached is the guests signed agreement showing the address of the property.The guest wanted a refund the day before her arrival date, she called **** to complain, and they explained also that no refund was warranted, as a full refund we need 60 days notice.The home has been removed, as its been sold, and we no longer manage this home.The guest is not entitled to a refund, as its out of our cancellation policy Consumer Response /* (3000, 7, 2022/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Proof of incorrect address on **** website: *attachment of proof provided to BBB* Proof I asked for cancellation within 48 hours of booking (not the day before check in - LIE) *attachment of proof provided to BBB* They came clean with the address on Oct 23 after being asked about the address, then pressured me for a decision, but on Oct 23 they offered me a refund. On Oct 25 they would no longer issue refund. Again, 48 hours after booking. *attachment of proof provided to BBB* And they still haven't addressed the fact that they didn't provide me access to the home I paid for... Sold? No longer manage? Prove it. Maybe that's why they didn't allow me access!!! This warrants a refund, of course... Access info on **** site: *attachment of proof provided to BBB* Business Response /* (4000, 9, 2022/12/05) */ Thank you, The guest booked the property on the 23 Oct, immediately upon booking we advised the guest that there was a discrepancy with the address. We was totally transparent about this from the moment the guest booked. Upon providing the address, the guest thanked us for our honesty and confirmed that the location did indeed work for her (Message attached) Under no circumstance was the guest pressured in to making a decision, we simply asked if the location worked for her. The guest having confirmed thereby proceeded to sign the rental agreement which also included the address of the home. the document includes our cancellation policy which clearly states "A cancellation WITHIN 60 days of the arrival date is non-refundable" (rental agreement attached) At the point of confirming, the booking is non-refundable as per our cancellation policy. The guest requested to cancel days later not due to location but due to the fact that she changed her mind and wanted a full refund as we advised per our cancellation policy this wasn't possible. She then proceeded to issue a complaint to ****, which was investigated by the support team and found to be in our favour. That the guest now falsely claims that we did not provide the access information is simply untrue, we forwarded the check in information which contains the door code to access the home on the 30th Oct we also messaged the guest via **** to confirm that we had forwarded the access information, (both check in email and confirmation messaged attached) Consumer Response /* (4200, 11, 2022/12/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never said I didn't sign a contract. I never said there weren't messages outside of ****. But what I am confirming, is that **** says NOTHING should be done outside of their system, and you continued to do that after being notified to only discuss matters on the **** site. This was all an effort to not let **** know you were falsely representing the address. Again, a scam. **** says there shouldn't be a contract outside of their system. **** says there shouldn't be access info outside of their system. I didn't have access information in the **** site/app which is what folks use when traveling, and you continue to exaggerate the timing. First response you said I didn't ask for a refund until the day before check-in. I provided proof of request 48 hours after booking, so now you had to back track your statement. I clearly stated I felt pressured to respond quickly and hadn't asked the other paying guests of the property yet. If you are going to provide all of this "proof", quit leaving out important steps/dates. Keep trying... Business Response /* (4000, 13, 2022/12/07) */ We have nothing more to say......

• Initial Complaint

  01/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company conducted a bait and switch on me by advertising a property that was sold. They have repeatedly refused to rectify the situation and provided me with a property that was not what I purchased and refused to even acknowledge this was the case for several days into my stay

  Business response

  03/03/2022

  Business Response /* (1000, 10, 2022/02/16) */ ******, You made a reservation with us on 14th of January 2021, for November 1st - 10th of the same year .The home was sold at the end of October 2021, you were offered another home and stayed in that home for your vacation. You raised a complaint and chargeback with VRBO and subsequently lost, because you were rehoused into another property very similar. The home did exist, but it was sold, these things do happen from time to time but are very rare, and im sorry that on this occasion it happened to you . Consumer Response /* (3000, 12, 2022/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not offered another home. As you can see florida premier rentals representative was unaware that I wasn't in the home I booked until 3 days after I had been staying there. The original email advising where I was staying was sent with the address of the home that was sold. I stood on that porch for 20 minutes attempting to access the home which is completely unacceptable and dangerous. The documentation is in the complaint attached. Florida premier rentals was not aware the home Was sold and did not OFFER me another home. Please address this Business Response /* (4000, 14, 2022/02/17) */ There are two parts two our company, one office based which deals with the reservations and the other is to on the ground where the villas are situated, and the day to day running of the homes is operated from . The management side of the company dealt with this issue, and you were given another home, and you did vacate there, for this reason you lost your chargeback, as you claimed you didn't have a vacation at all. Once again we are sorry this happened to you, but sadly many things can happen to a home prior to a guests arrival, they are few and far between, and we are sorry on this occasion it was you . Consumer Response /* (4200, 16, 2022/02/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was no resolution I should not be charged in full for a home I did not reserve. The home I reserved was not available well prior to my travel and nobody notified me. This is unacceptable

• Initial Complaint

  12/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a stay through Florida Premier Rentals for a stay in Kissimmee, Florida on February 26, 2022. Because of complications of timing and restrictions within parks from covid, we need to cancel our stay. I have attempted numerous times to reach Florida Premier Rentals on the phone with no luck, only a voice-mail with no returned call. They also don't respond to email. I have reviewed my contract that they provided, and I signed that states within 60 of the stay I can cancel for a full refund of my deposit. I would like to have my stay canceled and my deposit refunded in full.

  Business response

  01/25/2022

  Business Response /* (1000, 8, 2021/12/24) */ Mr.*****'s reservation was cancelled the day he informed us he wanted to cancel, and the deposit refunded on the same day by bank transfer, which was December 12th. Kind regards Florida Premier Rentals Complaint Response Date bumped because: Holiday

*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. ↩