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:01/13/2025

  Type:Facilities 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.

  In May, I paid a total of 4,684.43 to rent a home for my family to spend Christmas Dec 23-28. Upon arrival we noticed that the internet didn't work and started calling 360 Blue. Day after day they acted like they were trying to fix the issue, yet it never got resolved... until the very last day that we were there at 8PM, This company did NOTHING to fix the problem, therefore for 4 full days we were unable to make a call, work, watch TV... anything that involves internet. Since our contract stated that internet was included in this pricey rental, we felt that at least a 20% compensation would be fair, but they only credited our account 363.00 out of 4684,43. Please, whatever you do, do NOT rent from 360 Blue! They will NOT take care of you and what is stated in the contract is not what is received. Extremely unfair company. We rent at the beach often, but will NEVER rent a home managed by 360 Blue. Home was great, but management company felt like a scam.

  Business Response

  Date: 01/16/2025

  Thank you for sharing your feedback regarding the refund offered for the inconvenience during your stay. We understand your frustration and the impact the lack of WiFi had on your Christmas getaway, and we apologize for the disruption. While we appreciate your perspective, we must adhere to our refund policy and understand this may not meet your expectations. Please know that we strive to address every concern as fairly as possible, and we hope you enjoyed quality time at the beach with your family over the holiday despite this setback.

  Customer Answer

  Date: 01/16/2025

  
  Complaint: 22802474
  
  I am rejecting this response because:

  When I asked for the policy from the business regarding the amount they paid, they were unable to provided that.  It's odd that I signed a contract stating that internet services would be included in our stay and that's in the policy, but when I ask for documentation on their end for the compensation amount when a service isn't provided ( THAT IT STATED WOULD BE), the company isn't able to provide that.  Explanation?
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 01/20/2025

  The refund policy is listed in section 20 of your rental agreement, which was sent to you and signed on May 10, 2024. 
  

• Initial Complaint

  Date:12/19/2024

  Type:Customer Service 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.

  360 blue has no regard for their clients or their neighbors that are renting next door. When I have been at my place for a week and a half it was peaceful and quiet until the property next door which was managed by 360 turned all their lights on and disturbed all of the light piece and the turtles they blasted the beach with light on the cape which never happens. I don't know what they were trying to do but it was ridiculous and insidious the way they were shining all of their bright lights onto the beach when it was supposed to be peaceful darkness this company sucks!!!!

  Business Response

  Date: 12/19/2024

  Hi, *****. Thank you for taking the time to share your feedback. We’re sorry to hear you found the guest staying next door disruptive. We always work with local law enforcement and the local communities to ensure our guests are following all local laws and ordinances. We will continue to strive to keep the Forgotten Coast a peaceful place for families and wildlife. 

• Initial Complaint

  Date:11/04/2024

  Type:Facilities 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.

  7. Myself and my family rented at a property owned by 360 Blue via VRBO. We requested for the pool heater to be turned on so we could use it as it was very cold. The pool heater, although we paid an extra $168 for 3 days NEVER worked. We reported this twice to management and it was never fixed. When I tried to request a refund they told me they would refund me $100 for two days (which doesn’t equate to 2 days, that would be $112). I tried multiple times to speak with someone to get all my money back but apparently after spending almost $5,000 for 4 days they still needed to keep my $68 for services they never provided. They did, however, try to offer me an insulting 5% discount on our next stay of which we will not be excepting. We will not be renting through this company again. Please help me! This is not the only issue we had. It was only the major issue. We didn’t report the cleanliness, the dishwasher being broken, the front door handle being broken, and someone coming into the yard while we were sleeping unannounced. The company simply does not care. Their only concern is about how much money they can get from others. Clearly not about quality of service and customer service.

  Business Response

  Date: 11/15/2024

  Thank you for reaching out and sharing your experience. We apologize for the issues you experienced with the pool heater and appreciate your patience with our team as they kept in contact with you during the repair. We can see that you have spoken with our management team regarding the refund options and the maximum amount has been offered at this time. We are sorry to hear that you will not be taking us up on a future offer, but understand your decision and hope your family finds the perfect getaway.

  Customer Answer

  Date: 11/15/2024

  
  Complaint: 22506434
  
  I am rejecting this response because Per the company, they claimed they repaired the pool heater after I reached out informing them that it was not working, so they refunded me for the two days that it was not working (17th and 18th). But as you can see from the picture that I attached, on the 19th, the pool heater was off. So as previously stated, the pool heater was never operational, and the pool was never warm. Truly, this entire process is very silly. I’m not requesting a full refund for my stay, I am simply requesting the full refund for the amount that was paid for the pool heater (3 days at $168). Of which I have already been refunded $100 (2 days). So I am simply asking for the remaining $68 to be refunded to me, which is completely fair considering the services that were paid for were never provided. 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 11/22/2024

  Thank you for your feedback, we have reviewed it with our management team. The additional refund of $68 has been approved and processed. We appreciate your patience. 

• Initial Complaint

  Date:09/09/2024

  Type:Billing 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.

  Rented at Seaside for 3 nights over Labor Day. When we arrived Friday afternoon we found a notice on the door that the gas had been disconnected. Gas appliances. Stove, hot water, dishwasher etc. We had to call gas co. Gas was shut off for non payment.Gas company agreed to reconnect gas. Gas employee stayed till 11pm disrupting birthday plans for Friday night. The washing machine was broken. The rental company sent a repairman for the washing machine and tv but they couldn’t be repaired or replaced. Told go to laundromat and the company would pay for it. We asked to let us use another rental house’s and got to use for one night only - no laundry available the rest of time. I packed light and had to wear dirty clothes. Had to stay at the house to let repairman in Saturday. Numerous calls had to be made on vacation time by us as we dealt with these issues. Asked for one nights refund but only offered $750. We are asking for a refund of one day-1/3 of our cost.

  Business Response

  Date: 09/17/2024

  Hello, Ann.  Thank you for reaching out. We strive to provide our guests the best vacation experience possible and apologize for the issues you experienced during your stay. We are unable to offer additional compensation per the terms of the rental agreement. We do appreciate your feedback and have shared it with our management team. 

• Initial Complaint

  Date:08/20/2024

  Type:Facilities 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.

  Rented a 3 bed/3bath condo on Santa Rosa Beach FL 8/10/2024 - 8/17/2024 Booking: 2396254 Payment: $5,533.21 Business committed to a clean, quiet, and comfortable stay Complaint: Loud construction taking place 5 out of the 7 day stay. I contacted the business several times and they said that they would do nothing to assist me. I requested compensation and they refused. I asked to talk with the homeowner and they refused. My family vacation was ruined due to this loud construction noise.

  Business Response

  Date: 09/12/2024

  Hello Michael, 
  
  
  Thank you for reaching out. We are sorry to hear nearby construction negatively impacted your stay. The Emerald Coast is constantly changing and being maintained. Unfortunately, we have no control over this, and we are unable to provide compensation. We hope you enjoyed quality time at the beach with your family despite this setback.

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22167803
  
  I am rejecting this response because:

  360 Blue does not care about customer satisfaction.   They claim the noise was "near" where we were staying and failing to acknowledge that the noise was coming directly from a neighboring unit in the building.  It was loud.  It was constant, and it was all week long.   They claim that the Emerald Coast is constantly changing.   The Emerald Coast is 100 miles long and encompasses 5 counties.   What relevance does this have to my stay?  360 Blue needs to step up and acknowledge that they failed to inform me of this situation so that I could have cancelled my stay and booked elsewhere.   They also need to refund my money.

  
  
  Sincerely,
  
  Michael ********

• Initial Complaint

  Date:06/24/2024

  Type:Facilities 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 recently booked a vacation home through this company. Upon arrival, we noticed that the home had some wear and tear that was not present in photos. The walls had many hand prints and scuffs. We noticed it was hot on the 2nd and 3rd story floors of the home, so we lowered the AC temp. After two hours, we noticed that the floors were not cooling off and instead were becoming even more hot. We contacted the company, and then sent out a technician that had no AC knowledge. They sent out a 3rd party who claimed they fixed the issue. In the middle of the night, the AC quit working again. This continued for the entire stay of the vacation with the expecting of our last night. We slept in the Florida heat for 5 of our 6 nights in the home! It was impossible to get a hold of them. They eventually sent two box fans. We had small children sleeping in this heat. Now, they will not return any phone calls or emails. We were told numerous times that we would be compensated for our ruined vacation, but now they will not contact us. Although a review I posted received a response suggesting we were offered to move, this offer came after four days of enduring the problem. With a party of 16 people, relocating was not a feasible option. Moreover, my husband was later informed that no alternative accommodation was actually available, as the initial offer was made by a new employee who was unaware of the actual situation. Consequently, our only "solution" was the continuous visits from technicians and the provision of two box fans, which were obviously inadequate in the Florida heat.

  Business Response

  Date: 06/26/2024

  Hello. We apologize that your stay did not go according to plan. We absolutely understand your frustration and apologize for the confusion around relocation and that another home was not available to move you to. We also understand that even though our teams were doing everything they could to address the issue, the lack of quick resolution is frustrating. We have refunded your card $1,598 on June 23 which may take 7-14 business days to return to your account depending on your bank.  We hope your family enjoyed your time away despite this setback.

• Initial Complaint

  Date:06/17/2024

  Type:Facilities 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.

  Entered the beach house on floor level and was hit with smell of smoke. Walked up to 2nd level and smell was not so bad. Third level was terrible. We have used 360 Blue and was satisfied, but this home was clearly not up to their advertised "NO SMOKING" standard. Upon arriving home, immediately started washing clothes. Brought a bed pillow from home and it is ruined. Our car now has the smoke stench. Ruined our vacation.

  Business Response

  Date: 06/17/2024

  Hello, Steve. Thank you for sharing your experience. We are terribly sorry it seems the previous renters smoked in the home despite it being clearly stated in the property and our rental agreement that smoking is not permitted. We hope your family enjoyed some quality time away despite this setback. 

• Initial Complaint

  Date:03/12/2024

  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.

  When we first arrived, the backyard looked like a tornado had gone through. The cushions and pillows were off of the furniture and scattered. Also, the pool was covered in debris and coated in green algae at the bottom. We didn’t feel we could use the private pool, because it clearly had not been serviced in quite a while. The backyard really needs some work. The tile in the back is very dirty and the outdoor shower is covered in dirt and mud. Inside the house wasn’t much better. There were no spare blankets all in the house, and the bedroom with two twins didn’t even have blankets on the beds, just sheets. We tried to find a blanket or comforter, but there were none. We were able to find spare pillows, but there was a blood stain on a pillowcase in the master bedroom, and on a spare pillow in the master closet. The glassware was also dirty. We found several glasses that had lipgloss and sticky drink residue on them mixed in with the “clean” glassware in the cabinets. Also, the fridge water filter needed to be replaced. In the master bathroom, the tension rod being used as a shower curtain was too small, and it fell on the head of two guests while they were trying to shower. It also fell in the middle of the night, which scared us and woke us up. In the other bathroom, the drain was clogged. The water would back up to ankle height in about a minute. I’m not someone to complain usually, but we paid a premium price for this stay, and it left us extremely disappointed. The condition of our house was unacceptable, especially since there was no one staying in the property the day before. Words cannot express how dirty this house was. 360 blue was sent an email with all of this information and stated they apologized but would not offer any refund, and stated the condition of the home was our fault, because we didn’t report it during our stay, even though we did.

  Business Response

  Date: 03/15/2024

  Hello Taylor, 

  Thank you for reaching out. We apologize for any confusion in communication around this issue. I can see in our notes that since you filed this complaint you have spoken to our team and a refund has been approved and processed on your account. We are happy our team was able to get that resolved. Please feel free to reach out to our Guest Experience team if you need anything further. 

• Initial Complaint

  Date:11/03/2023

  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 rented a condo from 360 blue found out refrigerator was broken so replacement was brought left in garage filthy dirty had to clean and could not use freezer so rusted repair person comes 3 days later water leak happens screaming at family member to assist we don’t own condo thankfully my husband assists the gentleman or floors and damage would be worse so now need to bring dehumidifier in which is so big blocks kitchen dirty hoses in sink can’t use kitchen and noise so loud can’t stay upstairs no sleep elders can’t stay find a different place for them to stay that is not a vacation but got an apology Poor service’s

  Business Response

  Date: 11/03/2023

  Hello Jane,
  
  Thank you for taking the time to share your feedback. Our goal is always to provide our guests with the best experience possible, and we apologize that this vacation was not up to our standards. Our team has tried to reach out to you regarding a $300 refund which will be processed today (11/3/2023), but was sent to voicemail. We hope you enjoyed quality time in WaterSound despite this setback.

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20817864
  
  I am rejecting this response because: we we were not able to use kitchen for 2 days and had to put elderly family elsewhere to sleep as the noise was unbearable and 300 dollars does cover it 

  not to mention this disruption from outside vendors 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:09/13/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a reservation in September 2023 for July 2024 with 360Blue for a house for 4 families through VRBO website. The home page for the property stated that the reservation was fully refundable until May 2024. When proceeding with the booking there was a message about a $600 non refundable fee. I sent an email to the property asking if the reservation could be modified from 14 days to 10 days in the following day the reservation was made. They initially replied my email they could make the change upon. $200 change fee but later when I called them they said that was not possible. Either 7 or 14 days was the standard length. Other families could not stay for 14 days so I asked them to cancel the reservation and kindly waive the $600 as there has only been 2 days since I reserved it. Their rep said that $600 would go to VRBO and there was nothing he could do about. I suspected that info was wrong and contacted VRBO who actually refunded me 100% of their fee ($2060). The amount I paid for 50% advance for the reservation (more than $20000) was refunded by 360blue short of the $600 fee. I tried to contact them again and after several attempts they told me it was their fee and there was nothing they could do about.