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:03/10/2025

  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.

  Complaint Summary:B&G Luxe Properties LLC failed to notify me of my canceled vacation rental, causing me financial harm. Instead of taking responsibility, they have refused compensation, attempted to shift blame, and responded unprofessionally, even making baseless legal threats.Details: December 27, 2024: Booked a vacation rental for March 17, 2025, and received a confirmation email; December 28, 2024: Charged in full on my credit card; January 10, 2025: Refund issued on my credit card without any notice of cancellation; February 22, 2025: Reached out via email and phone for confirmation of our upcoming rentalno response for days; February 25, 2025: Finally informed via text msg that my reservation was canceled weeks earlier due to the property being sold. The Company admitted that a cancellation email was supposed to be sent but never was, yet refused accountability.Why Their Justifications Fail: Claiming a credit card alert serves as notice is illogical and unreasonableis it their policy that customers must rely on their bank to learn their rental reservation is canceled? I requested a copy of my rental agreement's ****************** that allow them to cancel without noticethey have provided ************** *********************** Response: Due to their failure to notify me, I was forced to book last-minute accommodations at an additional cost of $1,306.84; My family, including a 3.5-year-old and an 11-month-old, was put under unnecessary stress; When I requested reimbursement, they refused and attempted to intimidate me with baseless legal threats instead of handling the issue professionally.Resolution Sought: I request reimbursement of $1,306.84 for the additional costs caused by their failure to provide proper notice of my rental cancellation.

  Business Response

  Date: 03/10/2025

  Dear Ali,

  
  Thank you for reaching out regarding your recent experience with our rental service. We sincerely regret that the circumstances surrounding your reservation were not as expected, and we fully understand your frustration. However, we would like to clarify the situation and provide context for our actions.

  
  As you may be aware, the property you had reserved was sold prior to your intended stay. Unfortunately, the sale of the property was completely out of our control, and as a result, we had to cancel your reservation. The sale occurred well before your arrival date, and we acted promptly to refund you the full amount you had paid for the booking.

  
  Additionally, we believe you should have received a notification from your credit card provider confirming the cancellation and the refund processed to your account. If you have not received this, we encourage you to reach out to your credit card company for further details.

  
  While we understand the inconvenience this situation has caused, we must respectfully clarify that we cannot assume responsibility for any additional costs incurred due to your decision to book an alternative property. As stated, the cancellation was due to the sale of the property, an event that was beyond our control. Our refund to you was issued in full and on time to mitigate the impact of the situation, and we have no obligation to cover the cost difference for any new accommodation you secured.

  We take great pride in the reputation we have built over the last five years in this industry, and our track record includes thousands of satisfied customers and five-star reviews. The nature of this complaint is unusual, as we have never faced such a request in the past, especially under these circumstances. Nonetheless, we have thoroughly reviewed your case and have made the decision to decline your request to cover the difference in accommodation costs.
  We kindly ask that this matter be considered resolved and request that the complaint be closed.

  Should you have any further questions or concerns, please do not hesitate to contact me directly. I am available 24/7 and will be happy to assist you.

  Thank you for your understanding

  - Owner & Mgr B&G Luxe

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23044342
  
  I appreciate your response, but it fails to address the core issueyour companys failure to provide proper notice of cancellation. The sale of the property may have been out of your control, but communicating with your customers was entirely within your control, and you failed to do so.

  Your response contains several misleading justifications that do not absolve your company of responsibility:

  A Refund is Not Notice Issuing a refund does not fulfill your duty to notify me of a cancellation. Your company admitted that a cancellation email should have been sent but never was. The fact that the sale happened well before my arrival date makes it even more concerning that I was never notified directly.

  Credit Card Alerts Are Not a Substitute for Proper Notification Suggesting that I should have relied on my credit card provider to learn that my reservation was canceled is absurd and unreasonable. Are customers expected to monitor bank transactions instead of receiving direct communication from the service provider? That is not industry standard, nor is it a valid excuse for failing to notify me.
  

  Your Attempt to Deflect Responsibility is Unacceptable You claim you have "no obligation" to cover the difference in my new accommodations, yet your companys failure to notify me in a timely manner is precisely what forced me into a last-minute booking at a higher rate. Had you properly informed me, I could have secured alternative lodging at a reasonable cost well in advance.
  

  Your "Pride in Your Reputation" is ***************************** may have had satisfied customers in the past, but that does not change the fact that in this case, you mishandled a reservation cancellation, failed to communicate, and refused to take accountability. Pointing to past success does not justify poor service in this instance.

  What I Expect Moving Forward:

  If your company has Terms & Conditions explicitly stating you can cancel a reservation without notifying the customer, please provide them. If no such terms exist, then your failure to notify me remains indefensible.

  Reimbursement of $1,306.84 for the additional costs I incurred due to your negligence in handling this cancellation.

  A proper resolution, not a dismissive request to close the complaint.

  Until this matter is appropriately addressed, I will continue to pursue this complaint through all available channels.
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 03/10/2025

  Dear Ali,

  
  Thank you for your continued communication. We have once again reviewed your situation and case with our internal management team. After careful consideration, we regret to inform you that we must fully decline your request.
  We believe your demand is both unreasonable and unsubstantiated.

  As you are aware, your reservation was canceled and a full refund was issued to you two weeks prior to your arrival, due to the sale of the property. This action was taken in accordance with our policies, and we have already fulfilled our obligations.

  We must reiterate that any further requests or claims beyond the cancellation and refund are outside of our responsibility and not related to our company. We stand by our decision and will continue to reject any further offers on this matter.

  Thank you for your understanding.

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23044342
  
  I am rejecting this response because:

  I have repeatedly requested that you provide the specific terms of our rental agreement that would allow you to cancel my reservation without any notice. To date, you have failed to provide or identify any such term. This absence of a contractual basis for your actions is unacceptable. Your failure to produce the requested agreement clause suggests that either no such provision exists or you are unwilling to substantiate your cancellation with the actual contract terms. In either case, cancelling my reservation without notice and without a clear contractual right to do so is a serious breach of our agreement.

  While you have refunded my payment, please be advised that under Florida law, refunding a payment does not absolve a company of its obligations or liability for failing to honor a contract. A refund may return the funds I paid, but it does not erase the breach of contract or its consequences. I relied on our agreement in making my plans. Your last-minute cancellation caused significant inconvenience and additional costs, which a simple refund does not cover. In short, Florida contract principles recognize that a breach remains a breach and damages may still be owed even if the payment is returned.

  Finally - your decision to cancel without notice and failure to notify me in a timely manner constitute an unfair and deceptive practice under Floridas consumer protection laws which prohibits businesses from engaging in unfair or deceptive acts in the conduct of trade or commerce. Abruptly cancelling a confirmed rental with no warning and not providing the contractual justification for doing so is exactly the kind of unfair surprise and bad faith conduct that consumer protection laws deem deceptive. In *******, such unfair cancellations and lack of notification are not only breaches of contract, but also violate public policy by misleading and harming consumers.
  

  At this stage, there is no point in any further back-and-forth unless you are prepared to provide a meaningful, substantive response that addresses these issues. Empty apologies, generic statements, or restating that a refund was given will not resolve the matter.

  Unless you offer a concrete resolution or a justified explanation supported by the the terms of our rental agreement, I will continue to consider this complaint unresolved.

  Sincerely,

  *** *******

• Initial Complaint

  Date:10/19/2024

  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.

  *********************** managed the house we stayed at in ************* Fl for a host. We came from across the country and were completely locked out of the bedroom with 2 beds that was promised in the listing for the entire first night causing guests to have to sleep on a hard leather couch! The home smelled like leaking gas so I informed the host. The next day we had our stay interrupted by a maintenance man to take off the bedroom lock and change it since they didnt have a key. Maintenance left to the store and returned later and came in the backyard through the side gate scaring me no one called to inform us of his arrival time, the first bathroom shower did not work at all and there was no tub drain stopper so we couldnt shower or bathe. We realised the dish washer wasnt starting, one room had cords coming out of the wall (an electrical hazard in kids room) again we smelled gas and as I tried to cook only one burner would barely work on the gas stove. I again contacted the host to tell them so they sent out a maintenance man for a third time. The handyman couldnt fix the stove so he unplugged it and he said if we had lit a match the place would have blown up because the gas smell was so bad. We had to throw out all the food we had bought to cook, door dash & eat out to be able to eat at all! Later we realised the main bedroom also had a broken shower, the handle came off. We reached out to B&G and they did nothing. They ruined our trip across the country, falsely advertised a home with 3 beds not 2, a stove, 2 showers and a safe home. B&G never called the fire department to have this gas leaked checked putting our lives in danger. POORLY MANAGED PROPERTY WITH SAFETY HAZARDS! After a dispute asking for a full refund the host denied. ******* told me they flagged them for disciplinary action. We lost so much money on a terrible stay and the worst part of all was a family vacation ruined which we cannot get back! Hours dealing with this headache!

  Business Response

  Date: 10/21/2024

  To Whom it may concern. 

  We have been in the ****** business for about 5 years now as Superhost with over ***** reviews at almost a perfect rating. This complain is exaggeration to the fullest and we don't appreciate people taking advantage of situations. We had our maintenance team there to fix everything on the first day for the guest and everything was fixed right away. On top of that we even gave a refund for $422.00 back through ****** which is just about 50% back of the entire reservation. ****** agreed that was more than fair and closed out the case and processed the guest the refund. There will be more no more additional refunds as this would be the guest taking full advantage of the situation. Our account manager with ****** has already noted the case and is keeping a close eye on anything moving forward. This case needs to be fully closed out immediately as it was already rectified. 

  Please contact me if you need any additional information. I'm available 24/7. 

  Owner - *******

  *******************************************************************************

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22444607
  
  I am rejecting this response because:

  This is a complete lie by B&G ******************** The only thing their handyman did was replace the door lock the following day of our stay Oct 12th so we could get in the room with 2 beds that we had paid for.
  

  The showers were never fixed, we couldnt use them the entire stay! The gas stove was unplugged by their maintenance man after he smelled the awful gas smell that we complained of. No one ever called the fire department to check on our safety and we were unable to cook anything the entire stay!

  I have these door dash receipts and photo of deliveries at the home proving we had to eat out and couldnt cook food.
  

  I am not trying to take advantage of a situation! What kind of reasonable person  would pay a dime for a home that theyre locked out of a room they paid for causing guest to sleep on a hard couch, unable to use either of the showers or the gas stove to cook causing guests to eat out and door dash food and throw out their groceries and have their stay interrupted by 3 maintenance visits during a 3 day stay and many calls and messages ruining our vacation. What a headache!
  

  Photos attached prove our stay was from Friday Oct 11-Monday Oct 14th the messages from myself to B&G and have dates of the Oct14th upon checking out I am still complaining that nothing was fixed and still not working with photos of the shower. 

  Regardless of past reviews this company did a real disservice to their customer and host! Its unacceptable. Any host should check the home prior to guest arrival ensure the showers work, the gas stove and make sure all rooms are accessible and unlocked. No excuses! 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 10/21/2024

  Please see attached refund proof of $422.00 with ****** support chat. This refund was processed through ****** directly as thats where the booking took place. The $422.00 refund was processed directly back to the card used on file. We are not refunding anything additional as all issues were fixed during stay and this was more than fair for the situation. Thank you. 

  Customer Answer

  Date: 10/21/2024

  Complaint: 22444607
  
  I am rejecting this response because:
  This is a complete lie by B&G ******************** The only thing their handyman did was replace the door lock the following day of our stay Oct 12th so we could get in the room with 2 beds that we had paid for. 
  The showers were never fixed, we couldnt use them the entire stay! The gas stove was unplugged by their maintenance man after he smelled the awful gas smell that we complained of. No one ever called the fire department to check on our safety and we were unable to cook anything the entire stay! 
  I have these door dash receipts and photo of deliveries at the home proving we had to eat out and couldnt cook food.
  I am not trying to take advantage of a situation! What kind of reasonable person  would pay a dime for a home that theyre locked out of a room they paid for causing guest to sleep on a hard couch, unable to use either of the showers or the gas stove to cook causing guests to eat out and door dash food and throw out their groceries and have their stay interrupted by 3 maintenance visits during a 3 day stay and many calls and messages ruining our vacation. What a headache!
  Photos attached prove our stay was from Friday Oct 11-Monday Oct 14th the messages from myself to B&G and have dates of the Oct14th upon checking out I am still complaining that nothing was fixed and still not working with photos of the shower. 
  Regardless of past reviews this company did a real disservice to their customer and host! Its unacceptable. Any host should check the home prior to guest arrival ensure the showers work, the gas stove and make sure all rooms are accessible and unlocked. No excuses! 
  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 10/21/2024

  Complaint: 22444607
  
  I am rejecting this response because:
  This is a complete lie by B&G ******************** The only thing their handyman did was replace the door lock the following day of our stay Oct 12th so we could get in the room with 2 beds that we had paid for. 
  The showers were never fixed, we couldnt use them the entire stay! The gas stove was unplugged by their maintenance man after he smelled the awful gas smell that we complained of. No one ever called the fire department to check on our safety and we were unable to cook anything the entire stay! 
  I have these door dash receipts and photo of deliveries at the home proving we had to eat out and couldnt cook food.
  I am not trying to take advantage of a situation! What kind of reasonable person  would pay a dime for a home that theyre locked out of a room they paid for causing guest to sleep on a hard couch, unable to use either of the showers or the gas stove to cook causing guests to eat out and door dash food and throw out their groceries and have their stay interrupted by 3 maintenance visits during a 3 day stay and many calls and messages ruining our vacation. What a headache!
  Photos attached prove our stay was from Friday Oct 11-Monday Oct 14th the messages from myself to B&G and have dates of the Oct14th upon checking out I am still complaining that nothing was fixed and still not working with photos of the shower. 
  Regardless of past reviews this company did a real disservice to their customer and host! Its unacceptable. Any host should check the home prior to guest arrival ensure the showers work, the gas stove and make sure all rooms are accessible and unlocked. No excuses! 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:09/25/2024

  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.

  They explained to me that I would only get a portion of my money back if I left a good review on their account. Thats extortion !!!

  Business Response

  Date: 09/26/2024

  To whom it may concern, 

  After carefully reviewing the situation and complaint with our internal management team this complaint is false and defamation of character. Our attorney on retainer is already on the case and will be filing something against omar shortly. Omar stayed with us and had a minor A/C issue. He was transferred to another home due to the issues for the 2 nights. The transfer to the home was actually an upgrade to his current home he had the issues with. After the 2 days he returned back to the original house he booked and continued on with his stay. We also already processed a partial refund through Airbnb for him that was only fair and an ethical amount. Airbnb sided with us and closed the case and the refund request. We are superhost with Airbnb and have over 4,000 reviews at a 4.87 overall rating after 4+ years of hosting. Omar is trying to take full advantage of a situation and should be punished both legally and financially for his actions. Our attorney on retainer is already on the case and will be filing something against omar shortly. We fully decline any additional refund requests and we demand this case to be closed immediately. Omar please govern yourself accordingly. 

  Please contact me directly if you have any questions or need any additional information. 

  Brandon Rashkin (MGR) 561-322-8174 / [email protected]

• Initial Complaint

  Date:04/16/2024

  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 had a terrible experience with this company. They caused me numerous damages while working with them but when the contract ended they left numerous things broken in my home and then cussed me out for asking for help. I have photos. Paid around 400 for a cleaning fee and pool fee and there was dog urine all over my floors, my jacuzzi is broken, paddle boards broken, hundreds in damages and they dont care and just tell me to F off. I have the texts. They are literally claiming the damages have nothing to do with them the contract ended the 13th these photos are from the 14th. Their customer service is very telling from the texts.

  Business Response

  Date: 04/17/2024

  Good evening, 

   

  To whom it may concern. I would like to first start of with giving a little background on our company and reputation. We have been a property management company for 4 years now in *************. We are the #1 rated vacation rental hosts in SFL and are SuperHost. We have over ***** reviews on Airbnb at a 4.87 overall and over 250 reviews on ****** at a 4.90 overall. This property also has almost perfect 5 star rating. These claims against are false and fraudulent. We have property managers who check the property everytime after a cleaning and or checkout. They take time stamped and dated photos as well. Our pool guys come 2x weekly and send us time stamped and dated photos as well. The cleanings are also not 400 they are 200 which the cleaning was cleaned and finished. I even sent directly to the owner the photos before we ended the management and he said great thank you. These claims he is stating are false and fraudulent as he is trying to collect money and or wants everything perfect so he can pass inspection for his house sale. He has cursed me and my business partner out multiple times in the past and comes off very unprofessional and aggressive. We have terminated the management agreement and relationship with the owner. These claims again are false and fraudulent and we refuse to refund anything as we handled and made sure everything was perfect upon ending the agreement and locking up the house with our team. 

  Thank you.

  Please contact me directly if you have any questions or concerns. 

  I'm available 7 days a week 24/7 

  ************ 

  ***********************************************

  - Owner *******

• Initial Complaint

  Date:03/13/2024

  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.

  B&G Luxe Properties is by far and away the worst vacation rental management company I have ever dealt with. I have rented numerous vacation properties through VRBO, AirBnB, and local, regional property management firms- and this experience was a complete disaster. My experience is similar to some of the other complaints listed through the Better Business Bureau. While there were numerous items with the property that needed attention (dishwasher was not working, plumbing had issues, dangerous hazards throughout the outdoor entertaining space (sinking concrete by the boat dock and pool, sharp metal sticking out of the ground, cracked umbrella poles hidden in the grass)- the real issue here is the complete lack of response and willingness to resolve some of the more major issues with the property by the owner of B&G Luxe Properties. The rental property is advertised as having a heated pool and hot tub. Upon check in, that was not the case. The pool pump and heater were broken. I was told on day 1 of the 7-day ($8000/wkly) rental it would be fixed. By day 4 of the 7-day rental it had still not been fixed. I attempted to call B&G *************** company and the owner hung up on me. He then threatened to call the police on me (similar to some of the other complaints on here). They have offered no refund or discount to date on this rental stay. If they respond to this complaint, pay attention to how they respond. No pool/hot tub heater no willingness to offer a refund. My warning about renting a property through B&G Luxe, they are certainly not partners in the renting experience with you. A complete lack of communication skills, ownership of the experience, or a willingness to work through issues that by most standards would be completely unacceptable for a vacation rental property. At best, the management firm is unprofessional and in over their heads. At worst, they are a scam, with false advertising and no sense of standard business practices in the industry.

  Customer Answer

  Date: 03/13/2024

  Thank you for looking into this matter. This business has a history of lying. It is evident in the other complaints. When and if they respond, please zero in on their acknowledgment of the pool and hot tub not working four days into the rental. If necessary, I can provide text messages that acknowledge from their end this was not working four days and into the rental. If the response lies about that, I am happy to provide further evidence.

  Business Response

  Date: 03/15/2024

  To Whom it may concern, 

  The majority of this complaint is false and defamation of character. Guest checked into the property and had some maintenance issue concerns. His complaints upon arrival was that the Dishwasher was not closing and running properly and the pool heater  was not running / pool was a little cloudy. To rectify the situation quickly we immediately sent our maintenance guy keep in mind the same day he mentioned it to us we went out and bought a brand new dishwasher and had it installed same day. We not only fixed it to make him happy we purchased a brand new one and installed it. As far as the pool heater we had pool guys out there same day as well and unfortunately they diagnosed the heater and it was the fan motor that was non operable and needed replacement. We ordered same day the new motor and it was installed 3 days after. The pool and heater were fully operable after 3 days as we waited for the motor and had it installed. Keep in mind this is completely out of our control and we did everything as fast as we can and fixed the issue. We also have pool cleaning service 2x weekly with time stamped time and days of service. Upon his arrival he complained that it was "Foggy" the pool was completely fine. We are always hear to help so what did we do? We sent our pool guy right away to clean for him, however there is a catch to the situation. He falsely staged photos of the pool area and tried to lie about a situation. He then admitted that he was wrong and was only doing it because he wanted to leave. He apologized and admitted to lying (I have text messages). He continue to be nasty to not only me but the maintenance guys and the pool guys almost talking to us like he was a friend. We are top vacation rental host in south ******* and have been doing this for about 4 years. We have 70 properties in south ******* and have over *****+ reviews on Airbnb at a 4.9 overall rating. We also have over 230 reviews on ****** at almost perfect as well 4.9 overall.  This is my business and my passion hospitality. This is all I do day in and day out. Keep in mind before every guest arrival we have Property managers, cleaners, maintenance and pool service arrive before to make sure it's absolutely immaculate as which is have dated photos for this as well. It's unfortunate that it came down to this however the guest false information, demands, rudeness, fraudulent fake photos which he admitted to and his defamation of character will not be tolerated 1 bit. Our legal team is already full aware of the situation and is gathering information and going to handle this accordingly against him. We decline his refund request as he voluntarily left the property after all issues were immediately fixed and handled. 

  Please feel free to contact me 24/7 with any questions or concerns 

  *****************************

  Owner ************ Properties LLC

  ************

  *********************************************** 

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21426598
  
  I am rejecting this response because:

  The pool and heater were not fixed until Monday. We checked in on Friday. It takes 24 hours to heat the hot tub. Therefore, we are asking for a refund since this issue was not resolved until day 5 of a 7 day stay. 
  

  As for his other comments, they are a complete lie. We have text messages and videos to prove it. 
  

  We would like a response to the refund request since both parties have now agreed the pool pump and heater were not working well into our stay. 

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

• Initial Complaint

  Date:01/03/2024

  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 had an unfortunate week at one of B&G Luxe Properties in ******** area of ***************. We were promised a pool with a heater and not only did the heater not work the pool pump was broken. We were told day after day that the heater would be fixed. We were not able to use the pool as it was ******************************************************** one of the bathrooms. That took an entire day to get fixed. They had to swap out our refrigerator on the 2nd day as it was not cooling and the freezer was not freezing but we did not realize till after we spent $450 in groceries and had to wait a day for new fridge. In addition, there were not enough towels and 2 bathrooms had no toilet paper. There was a half of a roll of paper towels. A few days into our trip, the plumbing under the main floor kitchen sink collapsed during the dishwasher cycle and the kitchen floor flooded, we were able to put it back together and secure it with a cutting board and they never came to repair for the duration of our stay. The ** in the upstairs unit did not connect to the internet. 2 pink chairs on main level were broken and needed to be repaired. The Yale keypad on the door for one of the units never worked so we were not able to secure our belongings when we would leave for the day. The response from B&G was always we were not doing something right. I would never rent from this company again. They offered us nothing for all of our troubles. STAY AWAY!

  Business Response

  Date: 01/04/2024

  To Whom it may concern, 

  After reviewing this complaint we would like to present and inform our side of the story here at B&G LUXE PROPERTIES LLC.

  The guest arrived and had the pool heater working for the majority of the time. During the stay towards the end the pool heater started to act up and we sent our pool tech and maintenance tech to check on it. We were able to discover that the pump needed to be fixed and we had fixed it there same day with our tech ******. **************** Aqua ***** comes 2x a week for routine maintenance and pool service cleaning. The pool was fully inspected and operable upon guest arrival. Everything is also currently working with the pool and running. 

  As far as the other stuff mentioned by the guests- We fixed and replaced all this stuff during their stay (Minor things). The hot water for 1 night was fixed as we needed to replace the heating element was not in our control but we fixed immediately. The *** were fixed same day of check In and same with the kitchen sink issue. All issues were handled immediately and appropriately by our internal maintenance team and customer service reps ***** & ****). 

  We have been in this business for 3+ years now and have over ***** reviews on Airbnb at a 4.85/5.0 - Which is almost perfect. We Also have just under 200 reviews on ****** at a 4.9/5.0 which is also almost perfect. We value our clients and customers as they are our main priority. We take all complaints at matters very serious. 

  This home was fully inspected and checked day of check in by cleaning crew, maintenance crew and property management. Our team does complete walkthroughs of the homes prior to guest arriving. All issues are inspected and checked off. We are one of the highest rated vacation rental companies in South ******* and are owner operated. 

  All issues that did occur were fixed during the first day of there stay or earlier. 

  Please contact me if anything else is required or requested below.

  *****************************

  ************

  ***********************************************

  - Owner 

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21093289
  
  I am rejecting this response because:

  To Whom it May ******************** explanation of our stay is a gross understatement of the facts. Perhaps he should have consulted **** who dealt with us the entire time before responding to my complaint.  She even agreed and was sympathetic to all the issues we had. Thank goodness for her as **** and ******* were not available.
  When we arrived 12/26/23, the pool was 67 degrees and had an error message on it that said ***. We reached out to ****,and she said she would have someone over to look at it. They fiddled with it on Wednesday 12/27 and told us we needed to give it some time to warm up.  On Thursday we reached out to **** again to tell her it was still 67 degrees. She sent the pool company out again and they ended up taking the pump out because it was broken. The pump was not reinstalled until Saturday midday. We were then informed again that we would need to give it some time to heat up. Sunday morning, we woke up and it was still 67 degrees. We reached out to **** again and she sent more pool people out.  At this point it is 12/31 and they realize that the motherboard in the heater has gone bad and they need to replace it. But all their sources were closed, and it would not be until the next day 1/1/2024 until they could get the part. Needless to say, that came and went, and we went an entire week with no use of the pool. 
  
  The kitchen sink plumbing  collapsed while we were running the dishwasher one evening and flooded the kitchen floor. It was not properly installed which is why it gave way. We were able to put it back together with the parts that were there and secure it with a cutting board and clean up the water, but they never did come and properly fix the plumbing or apologize for the inconvenience. 
  To say that not having a working fridge is a minor repair is a gross understatement.  The fridge was also covered in ding marks all over the stainless-steel front.  Looked terrible. It took the maintenance guy 2 hours to figure it out and then remove the doors off of the fridge and wall in order to get it through the door frame of the game room to swap them out. My father-in-law who is 74 years old had to help him. There was no way he could have done this by himself. Let me also mention that the maintenance guy insisted that the fridge worked and that if I was patient it will cool off. For the record, I checked every day for the rest of our stay and it never cooled.
  The hot water heater was repaired correctly on the 2nd day that we were there. 
  The Yale Keypad for the 405 unit did not work the entire time we were there. No guest should have to sit and enter and reenter a code ***** times until it works so we ended up leaving through the slider and leaving it unlocked. The day of our departure when I was trying to lock it it would just beep at me, and I was not able to get it to lock so I just sent a video and a text informing them that the unit was not locked, and I had to catch my flight.
  The minor items that needed repaired or addressed were the pink chairs, the trash can, and the upstairs. TV. They shorted us 6 towels which they delivered the next day, and 2 bathrooms were missing toilet paper.  I can get over these items but renting a house with a pool that the pump and heater does not work is unacceptable.
  The power to the boat house was disconnected when we arrived.  We had to locate it and pull the extension cord out of the water and let it dry off before we had to climb on the sailboat next door in order to reach the socket and plug the power into the sailboat.  If you really confirmed everything in the house was working why was the power not plugged in? 
  While we were still at the property,we were offered a late check out for our troubles which seemed grossly inadequate for all of our troubles.  Prior to my complaint to BBB we were offered a 4 night free stay at this property at another time, which has a $7600 value but since we live in ******* and have no plans to return to ******* in the next year this does not really help us. We are willing to accept $4000 for no pool/heater for our stay as if we would have rented a place without one that would roughly be the difference.
  I have read some of the 200 reviews and they are not all 4-5 stars. In fact, not sure if the review is the for the same property but *** a guest that stayed at one of B&G Luxe properties did not have a working pool heater either in December of 2023, just a few short days before we arrived. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/08/2024

  Everything is in working condition as previously mentioned. All issues were fixed day of check in or as soon as reported to us. The home has almost all perfect 5 star ratings and we have *****+ reviews previously mentioned at a 4.9/5.0... 

   

  We are more than happy to have someone come out from the BBB or the **** and do a full inspection of the home from A-Z inside and outside to see proof and document that this home is in excellent standing and there is nothing wrong with the home at all.

  We usually will work with guests on refunds or credits back and we have offered to give a 1 night credit back towards a future stay with us because the 1st "Day" was affected however we are not going to give or refund anything else. 

   

  If we need to set up a full property inspection interior and exterior we are willing to schedule something to back up our statement.

  Please contact me for instructions on how to set up an inspection. Thank you. 

  -B&G Luxe Properties LLC

   

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21093289
  
  I am rejecting this response because:

  The fact that the property is fixed today does not mean that it was in working order when we were there.  You can not honestly say that when we arrived on 12/26 everything was in working condition.  The pool pump, pool heater, and refrigerator were all not working when we arrived on 12/26.  The fact that they were able to switch the fridge with the one that was in the game room was the only reason that we had a working fridge on 12/27.  However, the pool pump and heater did not work for our entire stay.  The fact that you have reviews and have everything fixed now is irrelevant.  These items were broken for our stay.  You fixed the pool pump when we were there and the heater was never fixed.  To write on ****** reviews that everything was fixed the first day is a lie.  You know it, I know it and **** knows it. 

  I don't want another night in your home or at any of your properties.  An inspection?  What a silly waste of time for the BBB.  Of course by now or by the time of the inspection you would have everything buttoned up and in working condition.  You already had the fixed pump installed on 12/30 and the mother board for the heater on order as of 12/31.  I am confident that by now everything is running smoothly. 

  I have told you what I think is fair and repeating your stance with lies is not going to make me go away.  My family was screwed out of a vacation of laying by the pool and swimming.  You can't give that back to us.  We have one week together per year where we can come together and vacation and the stay at this property was managing your headaches and fixing all of the items that need repair.  I don't appreciate it.

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