Complaints

This profile includes complaints for Marco Island Vacation Properties's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Marco Island Vacation Properties

  847 N Collier Blvd Marco Island, FL 34145-2258

• 

  Marco Island Vacation Properties

  PO Box 55 Marco Island, FL 34146-0055

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:11/26/2024

  Type:Product 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.

  *************************** refuses to refund customers for days not used after we (the customers) terminated a rental contract due to a health issue at the property. The health issue is uninhabitable conditions cause by a ***** infestation not resolved after three visits by an exterminator sent by the management company. We made two trips to the property management office and talked with employees about the refund. The expected refund is $5601.20 for the unused amount this excludes fees. We initially were supposed to stay for 66 days. We used 30 days, and expect a refund for the remaining 36 unused days.Prior to vacating the property we notified the company of our expectations in person and in writing. The emails went unanswered and during the last in-person conversation at the company office, the owner/manager refused us a refund.We are requesting the Better Business Bureau assist us in this matter. The property in question is on **************************************************************. The company we had the rental contract with and paid in advance is Marco Island Vacation Properties.We initially would squash and flush the roaches we found nightly. Our rental started on October 16, we first reported roaches on October 20. An exterminator was sent by the ***************************. The roaches continued and we reported them again on October 23. The exterminator returned on the 24th. We gave a few days hoping the extermination would work, but we continued seeing the roaches nightly. We reported the roaches for a third time on November 1st, sent photos of some of the roaches to the company, and requested to leave due to the health hazard created by the infestation. We received a derogatory email from a manger and the exterminator was sent a third time. We started collecting the roaches and more photos. These were presented to the management company in their office and later left at the residence. We can provide photos and correspondences to the BBB as requested.

  Business Response

  Date: 11/27/2024

  Dear Better Business Bureau,
  
  I hope that this message finds you healthy and well.
  
  Please accept this letter as our formal response to the complaint filed by **** *****. Mr. ***** made an online reservation for the property located at ****************************************************************************************, at 1:56 P.M. on October 11, 2024, through ************************************************. You will find Mr. ****** signed Rental Agreement attached. He reserved the property from October 16, 2024,through December 21, 2024. Its important to note that Mr. ***** submitted this reservation just two days after Hurricane ****** made landfall on the West Coast of ********
  
  On October 21, 2024, Mr. ***** submitted a Guest Request Notification, noting a couple of maintenance issues and reporting sightings of cockroaches. Our agency promptly responded, indicating that maintenance and pest control would assess the situation that same day. Maintenance was able to replace the master bedroom fan and the light fixture in the master bathroom,which were completed the following day. 1st Choice Exterminators treated the property both inside and outside. During their visit, they found no palmetto bugs (cockroaches). They did note that the guest was leaving the windows and doors open.
  
  On October 23, 2024, we received another Guest Request Notification from Mr. ***** regarding the continued sighting of cockroaches.Once again, we apologized and contacted 1st Choice Exterminators to return the same day for an assessment. They performed both interior and exterior treatments. However, once again, they found no signs of palmetto bugs (cockroaches) during their visit. This time, they also set traps to catch palmetto bugs. Again, they did note that the guest was leaving the windows and doors open.
  
  On November 1, 2024, we received another Guest Request Notification from Mr. ***** regarding the continued sighting of cockroaches and their desire to vacate the property and receive a refund for the unused nights. We informed them that we would send 1st Choice Exterminators back to the property for a third time. During this visit, they performed both interior and exterior treatments and found two dead palmetto bugs, one in the garage and the other by the refrigerator. The traps, however, did not have any palmetto bugs. Again, they did note that the guest was leaving the windows and doors open. It is perplexing that the pest control experts are unable to find any traces or evidence of a palmetto bug infestation, yet the guests continue to report issues. Attached, you will find all of the reports from 1st Choice Exterminators.
  
  Please refer to Section 24.0 (Pests) of the Vacation Property Rental Agreement. Florida's tropical climate features high humidity,significant annual rainfall, and hot temperatures, which create an ideal environment for pests. If you encounter any pest issues, please reach out to your assigned Marco Island Vacation Properties Guest Relations Representative.Each of our properties is serviced regularly by a professional pest control company. However, it is important to note that complete elimination of all pests is not possible. As a result, Marco Island Vacation Properties will not provide any full or partial refunds to registered guests for pest-related concerns.
  
  On November 14, 2024, the guests informed our office that they had vacated the property and requested a refund for the unused nights. We promptly contacted 1st Choice Exterminators, who returned for a fourth visit.During this inspection, they thoroughly examined the property but only discovered palmetto bugs (cockroaches) in a glass jar left behind by the guests. This finding did not confirm that the bugs originated from the property. Both the property owner and our agency find it unusual that the guests chose to leave without asking to move to another location. Where were they going to go? Additionally, it is peculiar that they rented a home on Marco Island for themselves, considering their primary address is also on Marco Island (*****************************************************************************). The property owner and Marco Island Vacation Properties suspect that the guests had a different agenda. We believe they booked this property shortly after Hurricane ****** because their property at ******************** was damaged by the storm and/or was undergoing repairs that would not have been completed in time for their arrival. However, it appears that their property was ready sooner than expected, or a more desirable option became available. It seems they attempted to get out of their rental agreement by fabricating a claim that the property is infested with palmetto bugs (cockroaches). Fortunately, this is not the case. Marco Island Vacation Properties and the property owner have supporting evidence to confirm this.
  
  Please let us know if you have any additional questions/concerns.
  
  Sincerely,
  Marco Island Vacation Properties, Inc. 

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22604922
  
  I am rejecting this response because:

  We do not accept MIVP's (Marco Island Vacation Properties) response as valid and still want a refund for the un-used portion of the stay.
  
  The reply from MIVP is a fabrication and deflection from the point--no one should have to live with a health hazard.
  
  1)The timing of the reservation is irrelevant to the health issue of the ***** infestation.
  
  2)We visit family members often at the address MIVP listed. It is not our property, but we use it as a mailing address, since we are veterans/military. That property has never been damaged by any hurricane.
  
  3)The exterminators visited three times, we were present twice. The two times we were present the exterminator did see roaches, even touching one at one point. ***** moltings were seen by him and us. (***** moltings that came back after the 3rd visit were still in the guest bathtub when we left.) The exterminator and us did see ***** motels, which the exterminator said they do not use. Indicating the owner or someone with access to the property knew there was an issue.
  
  4)Considering the possibility of a contract to loose, the exterminator may not have relayed that info, or MIVP is lying.
  
  5)When we departed there was a dead ***** and moltings on the hot water heater in the laundry room at chest height. How could this reasonably be missed by someone walking through the house?
  
  6)Roaches are nocturnal, so not likely to be seen scurrying about during mid-day. We noticed and reported they were running about at night and dead ones were found in the mornings.
  
  7)We gave MIVP and the exterminators three chances to resolve the issue; likely more than most people.
  
  8)Roaches love humid-moist areas. The roaches seemed to be coming into the dwelling via the drainage in the bathrooms and laundry room, rooms that don't have windows or any open windows ever. No doors were ever left open. The window screens seemed good quality and inline with Florida property rental laws.
  
  9)We are still in the area, thus paying twice for a place to stay as we visit family.  We would not willing pay so much money if it wasn't a health hazard.
  
  10)It only takes a little research on the internet to see that roaches are nocturnal and carry diseases.
  
  MIVP should be thanking us for bringing this health issue to their attention, so that the next guest of the property doesn't have to endure the health issue. But instead they cut off our access to their portal on the day we departed and refuse to correspond with us, except through the BBB complaint. We have tried numerous times to get resolve through emails, which they refuse to acknowledge.
  
  The company fails to take responsibility for hazardous conditions on their properties and instead concocts stories and deflect from their responsibility.
  
  We should get a refund. It is the right thing to do.
  
  If MIVP won't do the right thing, at the very least they ought to be professional enough to reply to our emails of leaving, simply to acknowledge they understand we are leaving and their position on a refund.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 12/10/2024

  Dear Better Business Bureau,
  
  Despite that *** ***** took nearly two weeks to prepare this unfounded response, which lacks merit. Marco Island Vacation Properties, Inc.has addressed the alleged complaint and provided the necessary and undisputed documentation.
  
  Sincerely,
  Marco Island Vacation Properties, Inc. 

• Initial Complaint

  Date:02/17/2023

  Type:Order 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.

  I rented a condo at the Sands on Marco Island through this company for February 2023 using Airbnb. Unfortunately, I had to cancel the reservation on January 17th in order to care for my good friend who having a serious operation. ********************* relisted the condo raising the rent after fees and taxes by $1,200 over what I booked the property. He also never explained that the condo had a one month minimum stay. As a result, the condo was taken off the market on February 1st and I have lost any opportunity to recover a portion of the $ ***** rental amount I paid. Had the situation been explained to me properly, the rental fees could have been reduced significantly and to make the rental more attractive in a hot market resulting some of my lost forfeiture funds. Instead, the Company was greedy by raising the rent knowing they had me on the hook for my rental fee.

  Business Response

  Date: 02/21/2023

  **************************** reserved Sands of Marco B-206 (129 **************************************************************, Marco Island, ** *****) at 2:02 PM on November 3, 2022, online through Airbnb. **************************** signed the Rental Agreement and completed the Sands of Marco Application on November 5,2022. 
  
  **************************** contacted our office on January 17, 2023, stating that he needed to cancel the reservation due to medical reasons. That is just 14 days prior to arrival. We explained to **************************** that according to the Rental Agreement (Paragraphs 7.07.2), guests who cancel fewer than 60 days prior to their scheduled arrival date will receive no refund unless the property is re-booked. If the property did not rebook, the guest could reactivate their reservation. **************************** instructed ********** to cancel his reservation and attempt to rebook it.  The Airbnb listing clearly displays the minimum rental period on the availability calendar. Also, the Airbnb listing clearly states in the description: "Please note that the condominium association requires a fifteen (15) day approval period." Therefore, there was not enough sufficient time (less than 15 days) to secure a new reservation/application.However, as a good faith gesture, we opened the calendar, attempting to rebook the property with the hopes that the condo association would approve a last-minute reservation/application. Unfortunately, the property did not reserve with such short notice. 
  
  Marco Island Vacation Properties, Inc. has been more than accommodating with ****************************. The truth of the matter is that **************************** did not purchase travel insurance,and instead of accepting his own fault for his inactions, he has falsely passed the blame onto **********. 
  
  In closing, Mr. ************* false comments must be dismissed!

• Initial Complaint

  Date:12/22/2022

  Type:Order 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.

  On September 8th, 2022 I made 2 payments totaling $867.00 and $289.00 for a stay at their property in Marco Island for the week of 9/27/22 to 10/1/22. I also purchased trip (hurricane) insurance in the amount of $80.92. I was told by ********************* that this trip insurance would cover hurricanes. Several days later hurricane *** devastated Marco island and rendered the island in a state of emergency by the Governor, and we could not continue with our trip and had to cancel. Marco Island vacations refused to offer another stay at another time, or work with us in regards to this devastating hurricane dilemma. ********************* also refused to send an email or work with us and Play Travel (Nationwide trip insurance company, (who they conveniently referred to us) to get us our money back. All the trip cancellation company needed was a email from ********************* stating that the condo where the property was located on Marco Island was uninhabitable based on a state of emergency due to the hurricane and we would have gotten a refund.After *********************** refusal to help us receive a credit on the insurance he sold us from his company, and the insurance company's refusal to take the claim without *********************** email, we had to place the charge in Dispute with Citibank. Citibank made 2 attempts to get a credit and both times were denied stating the merchant (Marco Island Vacations) was unwilling to work with them, and was adamant about not rendering a service or crediting us back. Please investigate this company as they seem like a scam operation. Please view the many blogs people have posted about their dealings with this entity. Also why do they refer us to a travel insurance company who they solicit, then refuse to work with us, Citibank, or Nationwide to give us a credit for a service they never rendered? Please investigate this as a scam.

  Business Response

  Date: 12/22/2022

  The following response to this illegal, meritless, and frivolous compliant is as follows:
  
  ****************** reserved Marco ****************** 905 (480 ******************************, Unit 905, Marco Island, ** *****) at 8:40 A.M. on September 8, 2022 with our reservationist, *********************************************** signed the Rental Agreement that same day.
  
  According to the Rental Agreement (Paragraphs 7.07.2),guests who cancel fewer than 60 days prior to their scheduled arrival date will receive no refund, unless the property is re-booked. The property, quite understandably, could not be rebooked pursuant to the ******* State of Emergency order. ****************** then immediately and illegally disputed the credit card charge with her bank on October 9, 2022 (email from merchant attached). During the credit card dispute, our merchant withdrew the funds from our agency account pending the outcome of a long and tiring dispute process. ****************** then fraudulently proceeded to file a travel insurance claim (after she disputed the credit card charge and received the funds including the travel insurance premium) by requesting documentation from our agency on October 12,2022 (email from ****************** attached). We explained that ****************** would first have to cancel the credit card dispute so the funds would be restored to our agency and the reservation could be restored. Unfortunately, ****************** refused to cancel the dispute, and thus continue this meritless, illegal, and fraudulent dispute.
  
  In closing, Ms. ******** actions and inactions must be dismissed!
  
  Thank you,

  Marco Island Vacation Properties, Inc. 

  Customer Answer

  Date: 12/27/2022

   
  Complaint: 18624996
  
  I am rejecting this response because no one (*************** Insurance) has issued me a credit as of  today12/27/22. Where is ****** conjuring up this false information? He is sending you answers with no documentation or proof and causing defamation of my character on his lies. He is making inferences that we knew to rebook a trip??? When did ********************* offer this? Show us the email or play a recorded conversation? These are not the facts.  We would have gladly taken the offer of a rebook at a later date. ****** sold us the insurance knowing our concern was the threat of a hurricane and never went over any details of his contract NOR offered a rebook when I called him. I disputed the charges through CITIBANK after  ****** refused to work with the insurance company to supply them with a state of emergency stating the condo was rendered uninhabitable during hurricane letter! Also I was never credited by the travel insurance company as of this date ( have him show you proof of a credit). Recently they offered to try to intervene and credit,  but ****** sent a letter making false claims that I had tried to get paid 2x! So now they have issued no credit as of this date!!!Please investigate this matter and show me what date this so called accusation from ********************* states she received the funds including the travel insurance premium exists! No funds were ever credited or received! A conditional credit was given by citi bank upon investigation and I was then debited back with interest after ********************* refused to work with the bank! I have all the documentation and can forward you proof! I was recently working with a ******* at the travel insurance company who was willing to help until ****** sent this email to both you and them. We are back to square one! He is trying to cause defamation of character with NO records of a credit ever received, credited or cashed by me. Please investigate this matter. If I was credited I would not be sending letters to the BBB.

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

  Business Response

  Date: 12/27/2022

  The following response to this continued illegal, meritless, and frivolous compliant is as follows:
  
  Attached please find documentation from Vacation Rent Payment proving that the funds of $1,156 were taken from our account on October 9, 2022. Those funds represent the $700 Rent + $150 Cleaning Fee + $79 Accidental Damage Protection Plan + $125 Processing Fee + $102 Tax. To clarify, Marco Island Vacation Properties, Inc. cannot confirm if ****************** disputed the travel insurance cost as it was supposedly purchased by a third party. Regardless,****************** disputed the $1,156 on October 9, 2022. ****************** then fraudulently proceeded to file a travel insurance claim (for funds that we no longer have) by requesting documentation from our agency on October 12, 2022. We explained that ****************** would first have to cancel the credit card dispute so the funds would be restored to our agency and the reservation could be restored. Attached for your review, please find the email communications between ****************** and our agency. If ****************** wanted to truly resolve this matter, why does she not cancel the credit card dispute so the travel insurance claim can be handled in the proper format? Instead she refuses and continues this this meritless, illegal, and fraudulent dispute/complaint process.
  
  In closing, again, Ms. ******** actions and inactions must be dismissed!
  
  Thank you,
  
  Marco Island Vacation Properties, Inc.

• Initial Complaint

  Date:07/19/2022

  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.

  Marco Island Vacation Properties is the agency I used to rent my home on Marco Island. They provided advertising, management fees, home maintenance as well as housekeeping services and charged a commission. December 2021, they charged me $280.00 for one house cleaning. Prior to the house cleaning, their employee (I believe his name was Jim) contacted me and asked me if I wanted a full house cleaning or a "Lite" house cleaning. I requested a "Lite" house cleaning because I was the only one staying in my home. There were no renters. I requested a "Lite" house cleaning. I also emailed them requesting a "Lite" house cleaning. But I was charged for a "Full" house cleaning $280.00 versus a "Lite" $140.00 house cleaning. On Thu. Mar 10, 2022 at 7:58 AM I emailed Michael ** ****, broker at Marco Island Vacation Properties advising of his mentioning to me that the amount charged would be reduced to the "Lite" cleaning fee and that "it has of yet not been reduced". Then on Fri. Mar. 25th., I stopped at their place of business at 847 N. Collier Blvd., Marco Island, Fl XXXXX and personally gave Donna **** (Michael ****'s wife) the original email that I sent to their employee Jim requesting a "Lite" cleaning. That same day, Fri., Mar 25th., I received and email from Michael ** **** (broker) quote "I did see the email and I will arrange to credit your owner statement for the difference". That never happened. I am owed the difference between a "Full" cleaning and a "Lite" cleaning. Thank you, ******* *****