Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/09/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reserved a booking through VRBO and Nova Vacation in ******* on the dates of 10/9-10/13. As you may know that is the exact dates Hurricane ****** was heading towards *******. Well we attempted to contact the company for days trying to either reschedule, check in later (before we knew it was going to be a CAT4-5) We tried to cancel, honestly we tried everything we could! Though we understand their cancellation policy, this was under ex extenuating circumstances and they have a policy for these type of situations. They refuse to even try to refund partial and they said that they will follow the normal policy. They have even though it was a hurricane they did not care that there would be road closures, power outages, or that their facility was gonna be under a hurricane warning, and that we would have to go through counties that were under mandatory evacuations to get to the destination of the booking. Or the fact that there is limited gas food and water, and that the roads are completely unsafe that was also stated by the Governor of Florida on October 7. Its completely heartbreaking that somebody would do this to another person under a natural disaster and not care about a human life. I work in the ** as a register nurse and my thing is to try to save lives and they could care less. It is more about greed and money than it is Having human compassion..

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The home was not appropriate for the amount of money they charged. Several of the beds were broken. The hvac system was broken for several days. The freezer was broken and leaking. The couch was broken. The home wasnt properly cleaned

• Initial Complaint

  Date:07/15/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We stayed in one of their properties in May 2024. I paid a fee to enter this property early because we needed to refrigerate my special needs nieces medicine and we also bought food. The refrigerator did not work! I called the property and they kept saying they will send someone to fix it. Four days into my stay after I called them multiple times everyday, they finally sent a replacement refrigerator. But they put it in the dining room and left the broken one in the kitchen plugged in! The broken one leaked ever hour from the ice make, that we had to mop up. We lost over $400 in groceries that went bad due to not having a refrigerator. We had to spend a lot of money eating out because we had no where to store cold food to be cooked. We had to buy a cooler and ice everyday to keep my nieces medicine cold. The game room was filthy with stuff spilled in one of the gaming tables, that no one could play. The smoke detectors were ripped out the walls. The hot tub did not work. I have been in contact with them since we have came back from vacation for some type of compensation. They have ignored myself and the booking company for almost 2 months. This has been the worse property we have stayed at. I have proof of emails that myself and the booking company have been reaching out to them for the past 2 months.

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 24, 2024.Contracted with Nova vacation homes for a VRBO for 5 days. We paid $1581 and then another $140 for the pool to be heated.The Pool was Never heated and we could not get in the front door because the door lock was broken. We finally got in , but was not able to unlock the door, so when we left the house, we had to leave the back door unlocked to get in. It took them two days to fix the door. The are Very slow to respond by email, have not replied to my emails after 5 months of asking for a refund of the $140. Horrible service, Horrible place to work with. Rating them a Zero!

• Initial Complaint

  Date:12/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We payed $35 per night, for a total of $245, to have the pool at our vacation home heated. The pool was not heated for any portion of the stay, and we were told (in writing) the amount would be refunded. It has now been more than a month since we returned, and have received no refund. I have been in constant contact with the company, who keeps telling me the matter is under review. They asked for two weeks to resolve the issue, and its been more than 4.

• Initial Complaint

  Date:11/30/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The property was marketing as having heated ******* and Pool. I paid an additional $105 to ensure the pool was heated upon arrival. The pool nor ******* never heated the entire stay. I constantly communicated with the management company via text message in Airbnb app and phone. They promised that the issue would be fixed, however, it was not! This is bait and switch. I rented this place because it was marketed/communicated as having a heated pool. I feel that I am *********** a complete refund. I have yet to hear a response from this company. Paid total of $1206.81 for Airbnb and $105.00 for 3 days of heated pool.

• Initial Complaint

  Date:11/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The rental home was secured through Airbnb, and has been operating in ******* for some time. This company is in direct violation of FLSS509.221, S3 which led to our extreme discomfort. The first night of our stay, the house got very warm. When I went to check the thermostat, it was not operational. I looked up the brand for trouble shooting, and it seemed as though the battery back up had maybe died. When we got up in the morning, it was running again, which seemed odd, but we were glad. The next night, same thing. That is when we realized it was being controlled remotely. They were shutting the air off. We called both the company and Airbnb. The company inadvertently admitted that they were remotely controlling the thermostat. They said they would set it for 70, a setting they charge extra money for. We told them we were fine with 73 at night. Airbnb advised to simply cancel our vacation and offered no remedy. This went on the entirety of the stay. They shut off the air, locking us out. The handler did not run at all. We continued to document. They sent us a screenshot of our temps at 70, the upstairs thermostat, which they gave us access to, read 73. Additionally, they had the pool service come and he left the hose running without following up. Good thing we are diligent. The bedding was dirty enough that we would have washed it ourselves, but the dryer did not work sufficiently, so we had to purchase. They told Airbnb they were sending maintenance, but no one ever arrived. They clearly have every intention of stealing from non-locals who do not understand how the scam works. To keep people locked out of AC is a safety hazard in the ****************, as it gets very hot, and most visitors spend all day at the parks getting overheated. This horrible practice may eventually lead to someones death. I am certain that intentionally not providing air conditioning as a hotel/motel in ******* is illegal. The roaches and unsealed shower floors increased the danger.

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We stayed in a property managed by Nova Vacation Homes. The property address was **** ***** ***** **. The pictures on the website are not accurate. When we arrived on August 18, one of the rooms was not completed, so for 1 night we only had 7 bedrooms instead of 8. We contacted Nova Homes and someone did come by, but did not clean the room until after 3pm the next day. At the time we showed the person a dead roach in the kitchen. The cushions on the lounge chairs by the pool were disgusting, and the railings going up and down the stairs needed a paint job. The movie room was not cleaned as we found someone's clothes left on the floor and the game room had sticky floors. We contacted Nova Vacations about this and was giving the run around about the situation. They always said they would send someone over to fix the light in the bathroom or the water coming out of the bottom of the refrigerator but no one showed up. As a Travel Advisor, this is unacceptable. We asked for monies back for the inconvenience of not having that 8th bedroom available to us for the 1 night. We where told after we check out and the house was cleaned someone would get back to us. Now they're saying, this should have been settled before we checked out. We're getting information on how to handle a situation from a company that don't know what they're doing. I will never rent or referred anyone to any of the properties at Nova Vacations Homes. On another note, we looked at a home or sale in the community and was told by the agent that those Maintenance companies that are handling some of the properties in Champion Gate have too many properties to handle, therefore the work is not being done in a timely manner. I totally agree. Quality over Quantity anyday.....

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our stay was July 29-August 7, 2023. Our stay was HORRIBLE!!!! I h called every day since our arrival very passive with our reques and never completly fixed any items. One worker showed up 4 days in and said he was just notiifed and he does not have what we require to fix our issues. I have videotapes of the pool, rugs, and patio furniture with mildew and stains. I asked to speak with the manager for the last 6 days was told no manager could speak to me until 5-6 DAYS AFTER I CHECK OUT and leave a review. As of today, I still have not heard from anyone and I have e-mailed every other day. 1. The pool is DISGUSTING! NETS, BUGS, AND FLIES I have pictures I can post for you and I have sent them to your customer services department 2. The patio cushions are DISGUSTING, they have been thrown in the pool closet with BUGS, SPIDERS, AND MILDEW. I have pictures I can post and I sent you. 3. The rugs in this house are DISGUSTING. It looks like someone spilled juice over and over going up the stairs. I have pictures I can post and I sent you. We had a family of 18 an we could not use the pool, gameroom, or even relax in a home that was simply dirty. When we arrived I was picking up trash on the outside of the house and I conved that to the workers whom we spoke with. They were Paul, Saib, Margorie, and Andrew.

• Initial Complaint

  Date:08/22/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company's business practices are shameful to say the least. They have cancelled our reservation due to claimed "lack of availability", despite accepting our booking and our deposit nearly one full year in advance, and then wait 6 full months to cancel our reservation?! What is the most shameful is that not only are their availability claims absolutely FALSE they immediately have relisted our dates as "available" on the ****** platform at a nightly rate equivalent to what we were charged for our entire 4 night stay. This trip was planned for our family, but specifically for my Mom who has been battling Cancer, for the past nearly four years. Now instead of being excited about our upcoming vacation, our time will be spent frantically searching for accommodations to meet our family's needs, all while facing limited inventory and inflated rates as our window of opportunity for early booking discounts draws to a close. I will have to wait for our refund to be credited back to my account, which potentially could be another two weeks, which only serves to limit our options, as properties are booking very rapidly. Shameful!!!