Complaints

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• Initial Complaint

  Date:03/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 at #**** in ******** Apts. at ************************************** on ************ from 01/05/24-03/01/24 and prepaid Harborview Rentals $15,987. We were emailed pictures of the unit on Dec 8 that depicted a view of the beach and sunsets from our balcony that were false because of the daily construction going on where we couldn't even access our balcony nor look out of it due to the blue film on the slider glass windows.  Steve P. from Harborview failed to inform us that both the inside and outside of the building would be under renovation during the entire length of our stay. Had we been notified of such, we would've cancelled and received a full refund. Instead, we were exposed to toxic Tnemec priming and core drilling on the exterior and sanding/mudding/spray painting on the interior of the 10th floor hallway. The work on the West side of the building was obnoxiously loud due to power washing, concrete drilling and caulk removal by grinder. There was a black mesh cover hung that did little to contain the flying toxic debris and dust emanating from this. Our unit's balcony railing was removed on Feb 23 which added to the safety and health hazards we experienced that caused undue stress. The laundry room on the 10th floor was down to one washer due to a pipe leak and the multiple false fire alarms were disruptive. The construction noise began before 8 am six days a week and the workers were outside our unit windows on scaffolding which was an invasion of our privacy. We sent daily emails to Harborview apprising them of the aggravation of living through this construction nightmare complete with photo and video documentation to no avail. We asked for a $7500 refund to compensate us for this misleading and deceitful perception of the property and the best offer they could come up with was $4500 and vacating the unit 12 days early on Feb 19. This was not acceptable to us due to the increased cost to change our airfare that would not justify the monies received.

  Business Response

  Date: 03/19/2024

  We have no problem at all responding to the recent claim posted by the ******** who recently occupied the Gulfview #****.  The pictures emailed were exactly as the unit appears and views from the balcony that are offered.  The building had an exterior paint job that was happening so through time a temporary blue film was set on the sliders and windows as they completed the work, then were removed as the painters passed by. This was the case for this unit and all units at the Gulfview. At the request of the guests Harborview relocated them to another condo for the weekend as the painters passed by completing this work, despite Gulfview management informing us should not be necessary.  We still did try to make the ******** happy at their request. Through multiple conversations with the ******** both at the condo and over the phone it was known to them that the railing was to be removed at some point, possibly while they were here.  Prior to that removal Harborview had offered $4,500, which covered any remaining time plus additional compensation to vacate the condo that they were claiming was uninhabitable. They refused and called it ridiculous for having to leave the condo early. Why would one refuse to leave a place that caused harm to their health and is uninhabitable? A representative from Harborview was at the building multiple times a week to monitor any work that was going on at the building. In any event there is concern for our guests safety we will always act accordingly. Despite refusing to leave an offer that was extended for the troubles they were encountering we yet again extended the same offer the start of the following week, which they again refused.  We had to start putting things in writing (emails)as *************************** started calling us liars and putting words in our mouth and at the same time threats towards the company if we did not do what she wanted.
  

  We had other guests who stayed in a different unit at the Gulfview and never had one issue from them. They enjoyed their stay while here for 2 months, and even had a longer stay than the than the ********.
  

  To summarize, we did all we can to make the ******** as comfortable as we could while here, even so much as purchasing a new coffee maker because the one provided was not what they liked. When it became apparent that no matter what we did for them would make them happy we extended an offer of $4,500 which was for the remaining time plus additional compensation for any troubles. They refused to leave a place that they claim apparently was unhabitable and a health concern and I repeat, refused to leave a place they claim was a concern to their health. While refusing the offer Harborview yet again to try and make them happy extended the same offer at a  later date, which they refused again. In 30+years in the industry working rentals the ******* reservation was by far the most time spent on trying to appease a renter. Multiple days a week, sometimes almost daily, we visited the building monitoring any work that might be happening, meeting with them at the unit. When it became clear no matter what we tried to do for them was going to make them happy we extended an opportunity to vacate and they declined, actually were upset about having to possibly leave and started threatening. We feel we did all we could for them, even going further than we ever have before. It is something honestly, we can lay our heads down at night and feel good about all we did.

  Customer Answer

  Date: 04/04/2024

  Jim is mistaken when he says: "The pictures emailed were exactly as the unit appears and views from the balcony that are offered."  The photos emailed to us on Dec. 8, 2023 are below.  As anyone can see, there are no construction cranes in the front of the building nor any scaffolding in the rear of the building, hence this video was a total misrepresentation of the property that we were planning to occupy for two months.  Not only was the blue film on the slider windows present on the day we arrived Jan 5, it remained on the windows until Feb 9, three weeks before our departure.

   

  The coffeemaker was missing so we asked for a coffeemaker that made more than one cup at a time so we could brew a pot. There were basic essential items missing such as hot pads and mitts for the stove/oven too.

  
  

  There was NOT any additional compensation offered beyond the $4500 AND vacating the unit two weeks early.  We asked for the $4500 and to allow us to stay in the unit until March 1 and Harborview refused.  We sent almost daily emails with photos, videos, and construction bulletins from Gulfview apprising them of our living conditions and Steve P. only came out 3 times to visit us during our entire two month stay to actually observe what was happening and his response in a subsequent email on Feb 8 was "Seems things are coming along with the project."  The balcony rail was removed on Feb 23 and we could no longer open up the sliders.  We never said it was ridiculous to leave the unit early only stating in an email dated Feb 22 at 10:19 am that "It is physically impossible for us to vacate with less than 24 hrs. notice" since Steve emailed us on Feb 21 at 4:59 pm to vacate by noon on Feb 22. 

   

  There were NO threats made against Harborview Rentals.  If any threats were made they were made by Jim in an email to us on Feb 29 at 8:10 pm when he stated "Please do what you need to do.  I don't appreciate threats against my business. I will be contacting MIPD tomorrow morning.  We will respond accordingly & post your threat against Harborview.  I don't think Owners or Rental Companies will be anxious to rent to you in the future." That was his response to our emails on Feb 29 at 3:34 pm "If you don't refund us $4500 as promised by 10:00 am tomorrow, the horrendous review I write with emails and pictures attached will be posted on your website for all to see." and at 4:21 pm "The better business bureau will be investigating your practices as well."  Furthermore, I NEVER called anybody a liar or put words in anyone's mouth.  There was some confusion about the $4500 offer being contingent on an early departure that was eventually clarified.

  
  

  At this time, we originally asked for $7500 for all our troubles but would settle for $4500 like they promised us to begin with.

  What Steve Pahr told us was that they were working with the owner to provide us compensation for staying in a building under renovation that ultimately inconvenienced us, caused undue stress, and may still have some possible lingering ill health effects from.  The workers inside and outside the building were all wearing masks, goggles, and hazmat suits.  We asked Harborview to relocate us to a different building or apartment outside of Gulfview and they said nothing was available.  We were told that the $4500 offer was coming partly from the owner ($3000) and the rest from Harborview ($1500).  Steve emailed us on Jan 24 at 6:00 pm that another option would be, "as I have mentioned to you other times before, to continue occupying the condo thru the duration of your stay.  Towards the end of the stay the owner and myself will go thru the events of the building project while you occupied the condo and figure a number to possibly return to you for any interruptions to your vacation that the building may have caused while here." This never happened.  Also, we were told by Jenna the Gulfview manager that the owner of the unit was responsible for informing the rental company of the construction going on at Gulfview and then ultimately the rental company should notify the renter. This never happened.

  
  

  We also have been leasing vacation properties for years and never have we had to file a complaint with the Better Business Bureau before.  There was a breach of duty on Harborview's part when they failed to inform us of the ongoing construction project at Gulfview and they failed to relocate us to another property when asked.  For these reasons, we are seeking a portion of the $15,987 of which we're agreeable to a refund of $4500 that we paid them in good faith to occupy a unit that the pictures should have depicted accurately.  

  Business Response

  Date: 04/10/2024

  Harborview stands by our original response.  The customer enjoyed a lengthy winter vacation on Marco Island.  They should have taken the refund offered if the property was such a "health hazard."  They are wrong on many accounts as noted.  We have emails as proof.  It's easy to complain AFTER you enjoyed a winter island vacation. 

  Customer Answer

  Date: 04/10/2024

   
  Complaint: ********
  
  I am rejecting this response because: We did not wait until after our vacation to complain.  We made Harborview Rentals (specifically Steve P. and Jim M.) aware of our issues from Day 1 on Jan 5 when we arrived right up to the end of our stay on Mar 1, documented by daily emails, photos, videos, and bulletins.  We even went into the office to speak with Steve personally three times and were told "they were working on it" until the very end of our stay when they totally started ignoring all of our pleas for a relocation or remuneration.  This depicts their business practice during our stay and currently when they refuse to take action to seek a resolution to the problem that is acceptable to all.  "We welcome Thomas R. (owner) to come visit us anytime to see this and to further discuss a resolution that is satisfactory to all parties involved." (Email I sent to Harborview Rentals on Feb 22 at 10:19 am. with no response).  Thomas R. was also part of Harborview's decision in not cooperating with us as he said in the following email on Jan 30 at 3:03 pm, "After careful consideration of the tenant’s request to be released from her lease, I have decided to decline this request. The primary reasons for this decision are that the renovations do not impact the essential amenities of the condominium, including the beach, pool, laundry room, or gym. Moreover, the unique advantage of this unit's location by the water, coupled with its discounted pricing, should compensate for any minor inconveniences caused by the renovations."  This is the reason we sought the assistance of the West Florida BBB and are agreeable to working with an arbitrator, if possible.  Harborview Rentals does not seem willing to compromise.
  
  Sincerely,
  ****** *******