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:09/16/2024

  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.

  MAGIC BOX VACATIONS home hosted in ************* in ******* Sept 13 -16.The second day in the house we came back and the upstairs was 81deg. I emailed to their support team before we went out to dinner. Over dinner i got a response asking a picture of the thermostat. I told her i will not be able to send a picture until we get back. So she did not even send anyone to look at the problem. We got back at around 8 and i immediately send a picture. They sent a boy who looked no older than ******************************** his hand. He went upstairs then oustide a couple of times and said he fixed the issue and wait for 3 hours. I guess that was his clock out. After 1.5 hours the temp has not dropped a bit. I called emergency line because as per them A/C not working is an EMERGENCY! The dispatcher and I were on the phone foar almost an hour going back and forth, with her talking to the fake technician then to me. Fake tech said to wait for "AT LEAST 3 HOURS" now. At this time it was almost 11 and my guests wanted to go to bed. I was told to WAIT until the "FIX" takes effect! I asked dispatcher where she was expecting us to sleep. She called her manager and she said for us to "WAIT" NOT GIVING US AN ANSWER ON WHERE THEY WERE SUGGESTING FOR US TO SLEEP. THEY DID NOT SEND THE TECHNICIAN BACK DESPITE SAYING THAT THEY HAVE 24 HOUR EMERGENCY PERSONNEL. We brought some sheets and mattresses down just to be able to sleep but needless to say no one was able to get a good night's rest on our second night. I was expecting for them to check on the A/C situation first thing in the morning. NOTHING until i called again. They sent another FAKE TECHNICIAN at around 2:30 PM and temp was still showing 81 in the thermostat. He went in and out saying the fan shows 62deg. Not sure where he saw that but thermostat showed 80deg at 4pm. Sent a picture again but they never responded. At that point everyone just decided we were just going to leave. This company is a scammer!

  Customer Answer

  Date: 09/16/2024

  These were the  screenshots sent to the company from day 2 and 3. I brought the issue up to ****** and they lied to them saying they fixed the a/c and will not refund me anything

  Business Response

  Date: 10/02/2024

  Complaint Case #: ******** Consumer: ******* *******

  
  To whom it may concern,

  
  The guest ******* ******* arrived at the property on September 13th 2024. Upon receiving Mrs. ******* report about an air conditioning malfunction on the 14th , we requested more information and details which she didnt have since she was not at the property but we promptly dispatched our in-house technician anyway as it was already after 6pm, and we wanted to attempt at least a temporary solution to ensure her comfort overnight. However, it became clear that more extensive repairs were needed, which were completed the next day by third party company.
  It is unacceptable for this guest to accuse and insult the technicians by calling them 'FAKE.' They are highly skilled professionals who have worked with us for many years and deserve respect.
  This resolution has been documented in our previous communications with ****** Support, including supporting photographic evidence.
  This guest is even trying to blame us for the disturbance caused by neighbors who were not our guests and whose property we do not manage. We advised Mrs. ****** to contact local authorities, as the matter was beyond our control. Given that Mrs. ****** did not adhere to this recommendation, we believe it is unjust to hold us accountable for the disturbance.
  Throughout the entire process, our team endeavored to assist Mrs. ****** diligently. However, we faced considerable challenges due to the guests repeated instances of disrespectful conduct, which included the use of offensive language, raising her voice at our staff, and non-compliance with our instructions. Despite these obstacles, we maintained a professional demeanor and exerted every effort to address her concerns effectively.
  
  We are committed to delivering exceptional service and resolving issues promptly. It is regrettable that this situation was exacerbated by the guest's behavior and failure to follow our guidance, seemingly in an attempt to gain an unfair advantage and money back.
  We hope this explanation provides clarity on the matter.
  
  Sincerely,
  
  ***** ******
  CFO

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22291777
  
  I am rejecting this response because:

  For a "hospitality" business to have their guests sleep in a house that has no air conditioning for the whole night and stating that "A/C not working" is an emergency that they claim they have 24-hour service, this is not acceptable.  I was patient the first couple of times I talked to their dispatcher but when she did not give me any solutions to the problem and saying that we have to "wait" and just sleep without air, I became upset but never did I once use foul language towards her.  Why will we choose to leave on Sunday for the house we paid for until Monday if everything was comfortable without knowing if I will get refunded or not?  Also, I reported to them the stovetop that was not turning off and they said they cannot send a technician on Sunday.   These things made it dangerous to live in that house.  After they said they sent a "3rd party technician", two hours after, the upstairs was still not cooling down.  I sent them a picture and they just ignored it.  ************ is known to scam people and lie and blame their guests afterward as per other reviews in BBB.

  BTW, I called the cops on the noisy neighbors.  I did not say those people were their guests.  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 10/24/2024

  Dear *******,
  
  Id like to clarify again a few details regarding the issues you raised during your stay.
  When you reported the cooktop issue, we provided instructions to help resolve the matter remotely, given the late hour and the logistics involved in dispatching someone to the property (we are not located inside the community, and we can't teleport). However, you responded that you were no longer at the property and no longer needed assistance and even called us IDIOTS.
  Regarding the ** issue, as with any home system, occasional malfunctions can occur, and we addressed this as quickly as possible. As you are aware, we manage regular homes, and like any residence (including the one where you live), mechanical issues can arise unexpectedly. Our priority is always to resolve these matters efficiently, which we did by sending our in-house technician (who you called FAKE), despite not receiving the usual information needed before dispatching someone.
  You stayed with us during a particularly busy weekend, and although we would have relocated you, there was no alternative accommodation available. Please rest assured that if another property had been open, we would have offered it.
  
  We take great pride in our many positive guest reviews and are dedicated to maintaining high standards of service. This company is NOT known to scam people and lie, this company is unfortunate to occasionally host opportunist guests like you who lie and try to get money back. 
  And to confirm that, you sought a full refund but ******, which is known for being guest-oriented in refund matters, assessed the situation and deemed only a partial refund for the one night actually affected by the ** issue as appropriate. Their decision aligns with our position that we addressed the issues in a timely and reasonable manner.
  
  We appreciate constructive feedback but feel that your comments and actions during your stay were not reflective of the experience we strive to provide.
  
  All communication showing how disrespectful you were with our team, including recorded calls and message exchanges, is well-documented, and we are prepared to share these if necessary.
  Thank you for your attention to this matter.

  Customer Answer

  Date: 10/30/2024

  So the information you have for your customers on that sheet of paper saying you have a "24-hour on-site technical support" is not true?  Ok, so your "technician" was not able to solve the issue, your dispatcher and your technician just told me to "wait" until it cools down.  You yourself said you manage properties like this, so you have no contingency plan like bringing portable a/c's or even electric fans especially during summer months in ********  Such poor or no customer service at all.

  About the range, so you expect your guests to do the stuff your "24-hour emergency on-site technicians" are supposed to do?  REALLY??? And if your guest breaks something or makes things worst, you charge them for the damage?  

  I responded that you guys are IDIOTS because after all the issues we've had, you were asking for a 5-star rating.  REALLY?  That is IDIOTIC to me.  

  Rest assured I will tell all my friends that if they rent an ****** that they should not rent from any properties managed by your company!

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22291777
  
  I am rejecting this response because:

  So the information you have for your customers on that sheet of paper saying you have a "24-hour on-site technical support" is not true?  Ok, so your "technician" was not able to solve the issue, your dispatcher and your technician just told me to "wait" until it cools down.  You yourself said you manage properties like this, so you have no contingency plan like bringing portable a/c's or even electric fans especially during summer months in ********  Such poor or no customer service at all.

  About the range, so you expect your guests to do the stuff your "24-hour emergency on-site technicians" are supposed to do?  REALLY??? And if your guest breaks something or makes things worst, you charge them for the damage?  

  I responded that you guys are IDIOTS because after all the issues we've had, you were asking for a 5-star rating.  REALLY?  That is IDIOTIC to me.  

  Rest assured I will tell all my friends that if they rent an ****** that they should not rent from any properties managed by your company!

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

• Initial Complaint

  Date:08/24/2022

  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.

  I rented from magic box vacation home from august 8-16. We were allowed to check in at 4 and received a door code to be able to check in. We arrived at 5:00 and used the door code we received. However, the door code did not work. We tried and tried to no avail. This was in Orlando where it was boiling hot and we had nothing to do and could not get in. We tried calling the company many times but did not get through. At 7 we finally reached the emergency line and at around 7:30 they realized they provided us with the wrong code. Additionally, we gave a five hundred dollar deposit and was told we would be getting it back so long as there is no damages. Being that this company is known for not returning the security deposit we made sure not to use any utensils in the house. However, we received an email that we would only be getting 325 dollars back. They wrote that its due to the fact that we checked out late. However, this is untrue only we stayed in the parking lot having no clue this was not allowed. As soon as we received a call, that it is not allowed we left immediately. They wrote to us that we would be charged if we wouldn't leave. As soon as we heard that we left. I would like money back for the terrible trouble we went through on the first day trying to check in when they gave us the wrong code. I would also like my full security deposit back

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/09/01) */ Please see attached * Orlando, August 30th, 2022 To ********************************************* BBB CASE#:********** Ms. ********* This letter is in response to your claim related to the reservation at******************************************* Resort from August 8th to August 16th, 2022. According to your claim "We tried calling the company many times but did not get through. At 7 we finally reached the emergency line..." you tried to contact us multiple times, in fact you did contact us, but as shown on our phone log your first call was made at 7:26pm on the 8 th of August, 2022. After 6 minutes and 4 attempts at 7:29pm we were able to answer your call and it lasted for about 289 seconds, roughly 4 minutes, where we were able to assist you right away. It only took 5 minutes for you to enter the house with the right code after you spoke with us. In regard to your check out claim, it was known that you had the total knowledge of our house rules. You signed and agreed to our Rental Agreement stating the exact arrival and departure time and you were also aware of the penalization in not respecting such. In our Rental Agreement Clause #6 it states, "Check in time is after 4pm and Check out time until 10:00am (...) Violations of the agreed check-in or check-out time may be penalized at Magic Box's Magic Box Vacation 8240 Exchange Dr. Suite Gate 4, Orlando, FL 32809 - Phone: +1 (407) 308-0206 www.magicboxvacation.com discretion, charged against the credit card on file or though the reservation channel from which the guest made the booking". We were notified by our laundry crew that at 12:52pm on the August 16th, 2022, you were still at the house, as shown in the picture taken at that specific time, the car is empty. Our crew knocked on the door, opened by you, and saw all your luggage inside while you claimed you were leaving shortly. At 1:15pm on the August 16th, 2022, we tried to call you, unsuccessfully, to understand if everything was okay. At 1:30pm we, once again, contacted you through the VRBO chat saying, "Good afternoon, ******, your check out time was 10am, it is now 1:30pm and our cleaning crew sent us photos of your car parked in the driveway, we ask that you leave immediately, or you will be charged a penalty". At 1:38pm we were able to speak with you on the phone, asking for you to leave the property right away. 1:45pm we were noticed by our cleaning crew that you had just left the property. In conclusion, you did not leave the house on time, regardless of the time you left. You were aware of the rules and were contacted multiple times by us, so you could leave the property. The amount of the charge was deducted from your security deposit, instead of being taken directly from your credit card. You were refunded the remaining amount of the security deposit. Based on all the facts and proves stated above, we can guarantee that Ms. Lederman is making false allegations about the occurrence. Magic Box Vacation 8240 Exchange Dr. Suite Gate 4, Orlando, FL 32809 - Phone: +1 (407) 308-0206 www.magicboxvacation.com If you have any further questions or comments, please feel free to contact us. Sincerely, Diogo P***** Consumer Response /* (3000, 7, 2022/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) These claims are totally false. We were in the parking lot and should not be charged for our car being parked in the parking lot!! They called me at 1:29 and I thought it was a scam phone number so I did not pick up. When they called again at 1:34, I picked up but there was no one on the other line. Four minutes later they called again and we quickly left the driveway. They specifically told us to leave the parking lot right away or we will be charged. We left right away when we were told that. So why were we charged? The company is very well known for finding ways to take peoples money in any way possible. But even if all these claims are true which they are one hundred percent not, why are they taking almost 200 dollars for leaving late? That is how much they charge for a full nights stay!! They officially charge 80 dollars for 4pm check out. Even according to their false claims we left the parking lot at 1:45. The least they can do is charge us 80 dollars or less as if we would have checked out at 4 pm and not almost 200 dollars!! Business Response /* (4000, 11, 2022/09/15) */ Dear Ms. ****** ********, Regardless of the time you actually left the property, when you decided to stay after 10:00am, you were automatically subjected to charges. We contacted you multiple times about leaving the property. And is not like you didn't know about the check out time. The amount of the charge was of $175. Being $85 for the late check out, which according to our policy, the charge is half of a day. And $90 for the missed trip fee for the cleaning crew. All of our claims are 100% supported by facts. We have pictures with timestamps, phone logs, messages, etc. You left the properties almost 4 hours after the check out time. So all the charges are directly related to that. You did not respect our house rules. If you have any further questions or comments, please feel free to contact us. Sincerely.