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:01/24/2025

  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.

  Reservation with Benchmark Management originally set for 12/22-12/28. Paid 50% on 9/18. Contacted Benchmark and spoke with Ashley about cancellation options. I was told and communicated through email that I had 3 months as of 11/20 to rebook the property for future dates and use the credit to apply towards charges (see attachment for email) After the reservation dates passed, I was told that the credit would only apply if they had rebooked the property during my original dates, which did not occur. I was never communicated this information and being the dates had passed, I was never given a chance to rebook the property for the same dates and pay the difference. I have made several attempts (1/12, 1/15, 1/17, 1/23) to request a call back from management in which I was told, I would receive. After a week has passed, I am now told management will not be calling me and they are offering a $200 credit (waived booking fee and a discount) I wanted to speak to management and have them hold accountable their representative, and to fulfill their guarantee, which was in writing, to provide my credit for a booking made within 3 months for a future stay. I requested a new booking on 1/9 (well before the 2/20 deadline) for dates 9/2-9/9 in which I was quoted $1382.30 before credit, expecting to owe the difference of $869.27. Then I was told my credit was no longer available and I would need to pay the entirety.

  Business Response

  Date: 01/29/2025

  Thank you for the opportunity to respond to Mr. **********’s complaint. We understand his frustration and appreciate the chance to clarify the situation.
  Mr. ********** initially booked a stay with us but later informed us that he was unable to complete his payments due to financial difficulties. As a goodwill gesture, we offered him flexible payment plans, but he ultimately was unable to proceed with his reservation.
  Although our cancellation policy clearly states that cancellations within 60 days of arrival result in a 100% loss of all monies paid, we made an exception for Mr. **********. We provided him with an alternative option: if another guest rebooked his original dates, we would refund his payment minus a cancellation fee or apply the funds toward a future stay. Unfortunately, our agent did not explicitly state in the initial correspondence that rebooking by another guest was required for the credit to be valid. We sincerely regret this miscommunication.
  Despite this, we made additional accommodations to assist Mr. **********. When he later requested to use the credit, we explained the original conditions and acknowledged the oversight. In an effort to provide a resolution, we offered a 5% discount on his future stay, waived the booking fee, and extended our existing "Comeback" promotion, which amounted to approximately $160 in savings.
  While we sympathize with Mr. **********’s situation, the funds from his original booking had already been distributed to the property owner and Benchmark Management per our standard process. Since his dates were not rebooked, the credit was not applicable. Nevertheless, we extended multiple offers beyond our policy to accommodate his concerns.
  We strive to provide excellent service while adhering to our rental agreements, and we believe we have been more than fair in this case. We regret that Mr. ********** declined our offers and hope that he will reconsider them for a future stay.

  
  Sincerely,

  Makayla *****

  Director of Guest Services

  Benchmark Management

• Initial Complaint

  Date:09/30/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 am writing to formally request your assistance regarding an issue I have encountered with Benchmarke Management 30A regarding a recent reservation I was unable to fulfill due to Hurricane Helene. I had booked Unit MST12 through Benchmarke Management 30A for the dates of September 26–30, 2024, with Confirmation ID: MST12. Unfortunately, Hurricane Helene struck on September 26, 2024, prompting mandatory evacuation orders from the governor for the area where my reservation was located. Due to the severe weather conditions caused by the hurricane, roads leading to the 30A area were either flooded or completely impassable, making travel unsafe and impossible. As a result, I could not make the trip as planned. I have made several attempts to request either a refund or a credit from Benchmarke Management 30A, providing them with documentation of the mandatory evacuation and road conditions, but unfortunately, my requests have been denied. I am reaching out to the Better Business Bureau in hopes that you can assist me in resolving this matter. I believe I am entitled to a refund or credit given the extraordinary and unavoidable circumstances caused by the hurricane, which were beyond my control. Thank you for your attention to this matter. I appreciate any help you can provide in facilitating a resolution.

  Business Response

  Date: 10/17/2024

  Thank you for bringing this matter to our attention. We understand the guest's concerns and the impact Hurricane Helene had on their travel plans. However, we would like to clarify a few details.
  
  While there was no mandatory evacuation order in our area during the guest's stay, we fully understand that weather conditions may have affected travel routes leading to the property. In light of this, we offered the guest the opportunity to rebook their stay at a later date, providing them with a credit for future use. She has accepted the offer and is currently rebooked for 2025. We believe this approach offers a fair resolution, allowing the guest to enjoy their vacation at another time while ensuring we fulfill our commitment to both the guest and the property owner. Thank you for reaching out to us. 

  Customer Answer

  Date: 10/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22358508, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/19/2024

  Type:Facilities 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 booked a condo at Sandestin through Airbnb for July 5-10, 2024. The owner of the condo was Benchmark 30A. When I booked the condo the listing stated we would have a golf cart, tram access, free beach services, and free parking. When we arrived we quickly found out we did not have free parking. I called benchmark 30A and they told me the listing was wrong. That I would need to pay for my parking and they would issue me a refund. After we got into our room we found that the refrigerator, air conditioning, and WiFi did not work. I called Benchmark 30A again, they said they would have somebody call me back. I waited hours then called back. They again stated they would have somebody call me back about the issues. Soon after this we came to find out we did not have a golf cart, tram access, or free beach service. I called them again and they told me they were sending in a claim and would call me back. I called every few hours for 5 days and they NEVER called me back. None of the issues were fixed during our whole stay. I contacted Airbnb to report them and Airbnb refunded me $166.00. We spent $2,000 on this vacation. I have tried to make contact with Benchmark 30A numerous times since we have been home and they have replied to one message saying they have filed the complaint and to “bear with them.” Benchmark 30A scammed us out of $2,000.

• Initial Complaint

  Date:07/09/2024

  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.

  My wife ***** ******** booked this house for the week of 4th of July. We arrived on Saturday and called to let them know we had no Wi-Fi or tv. We called everyday and still nothing we where told media com had been contacted but they never showed them on the day before we go home another benchmark employee shows up to tell us no one had been contacted that we where lied to. After talking to benchmark I was told I should have been monitoring media com it was not their responsibility it was mine. The manager at bench mark would not give me her name or her bosses name so I could talk to someone else about the issue she was glad to tell me she made all the decisions and I could not talk with another person. It’s like she just want to show me she was boss but would not tell me her name. I have stayed my whole week of vacation trying to find Wi-Fi for the people staying with us that had work to do and thought we would have it at our rental. The lady at benchmark was glad to tell me that none of this was there fault and on was all someone’s even though I rented the home from them. I would think there should be something done about this we payed our money expecting all the amenities we where promised when we rented. This company never even tried to fix them. The last benchmark employee even made the statement that alot of the things they do to people he was not happy about.

  Business Response

  Date: 07/19/2024

  July 15, 2024
  Better Business Bureau of Northwest Florida, Inc.
  RE:Complaint Activity Report Case #21945582
  ********* ******
  Confirmation# FRYDJ
  Arrival: June 29, 2024
  Departure: July  5, 2024
  Unit: Sweet Home 30A
  
  To Whom It May Concern:
  This letter serves as Benchmark Management’s official response to the complaint (21945582) filed by Mr. ****** (RES - 77041). Mr. ****** booked the vacation rental, Sweet Home 30A, for stay dates 6/29/24 - 7/5/24. Upon Mr. ******’s notification of the internet being down, we were unsuccessful at troubleshooting the issue, so our team promptly contacted the internet provider, Mediacom, a 3rd party vendor to rectify the situation. Mediacom was unable to send a tech out over the holiday. Additionally, our Guest Relations Manager reached out to Mr. ****** and she was cussed at for not having Wi-Fi/cable during his stay. He promised to smear us on socials to hurt our business after being informed that we could not do a refund for the internet disruption per line 19 of our RA, copied below. We offered to follow up on the Mediacom Appointments, but he said it was too late for them to show up.
  We sincerely apologize that there were issues with the internet during his stay, but this was out of our hands. No further refunds will be issued to Mr. ******. 
  
  **************************************************
  19. INTERNET SERVICE- Most of our properties have internet access. We do not, however, guarantee internet connectivity due to service being provided by an outside vendor, restrictions from personal computers, or other factors that may lead to interruption of internet service. In the event the internet service is inoperable, we will do our best to troubleshoot over the phone, but if further assistance is needed the guest will be responsible for contacting the internet provider in the event of an outage. NO REFUNDS WILL BE GIVEN DUE TO THE LOSS OR ANY INTERRUPTION OF INTERNET SERVICE.
  Thank You, 
  Benchmark Management
  
  

  Customer Answer

  Date: 07/22/2024

  
  Complaint: 21945582
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/26/2024

  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 house through Benchmark Management aka Benchmark 30a from 6-1-24 till 6-8-24. When we arrived the house looked nice and we were very excited to be there. After an hour, we took our kids to the pool in the back to swim. We were immediately covered in fleas. I don’t me 1 or 2 but 100’s. I got all the fleas off my children and myself and put everyone in hot showers. I contacted benchmark at 4pm on that Friday. I was told by their answering service that it would be escalated. After a couple of hours I called again and was told that I would be contacted the next day. We woke up the next morning to find that there were also fleas all over the house. Nobody contacted me the entire day so we were unable to use the pool or even go outside without running off the property. We continuously called and asked for what was being done. No response was given. Sunday my wife decided she couldn’t deal with it and went to the store and bought 212.75 worth of flea powders and sprays to put all throughout the yard and to bug bomb the house. She spent the entire day doing that as we had friends coming in instead of being at the beach. On Monday morning I reached out to benchmark again and was told pest control would be coming out that day. We waited for them for hours before calling back and finding out that benchmark was told the pest control couldn’t come out that day and was scheduled for Tuesday. Nobody informed us of that until we had waited half the day and wasted it. Tuesday a man came out (not a pest control company) and sprayed the outside area. We spent the day away from the home to not let kids be around pesticides etc. when we returned the fleas were still everywhere and nothing has changed. Benchmark finally contacted us to see if we wanted to change houses. Half our trip had already been used to be pest control. The houses they sent were not comparable and listed we would have to pay extra for a “nicer” house. In the end , we received 242 dollars credit. Terrible

  Business Response

  Date: 07/02/2024

  We did offer to move the guest but they will unwilling to move 5 minutes down the road.

• Initial Complaint

  Date:06/07/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 wanted to formally state the health/cleanliness concerns of the unit 302-B. We called in each instance and have the phone records if needed. I requested another room at time of check in when we found issues and were told that was not an option. 1. Underwear with fecal matter under sink (picture)- cleaner came in and only picked it up, did not sanitize. 2. Urine stained toilet seats (picture), cleaner told us they were stained and could not get clean enough. 3. Rust and mold on ironing boards and in bathroom 4. Moldy/stained carpet, didn’t even feel like going barefoot. 5. Thursday- roach literally crawled out from under towel in bathroom. Concern we could possibly travel back home if they crawl in our luggage. 6. Tiny ants on the living room couch. 7. Floors slick and smells like pinesol. 8. Cleaner only came and replaced on bed with clean sheets. For other guest rooms, Had to do our own laundry on the first night of the sheets/comforter. 9. Had to wait with the cleaner to ensure it is clean, this took up the majority of our first afternoon after driving 12 hours. 10. Tuesday/Wednesday: waited 30 mins each day-and had multiple calls over chairs not being available. We were told that Benchmark had not paid them. 11. No pool for the week. Pool smelled like sewer, another family got out at same time to call. We specifically booked a property with a pool for our 6 year old and didn’t get to use it the entire time. Please let me know any additional information needed. There needs to be a refund to our account for this horrid experience. This company did refund a cleaning fee of $250. They refuse to have a manager return our call.

  Business Response

  Date: 06/10/2024

  Better Business Bureau of Northwest Florida, Inc.
  
  RE:       Complaint Activity Report Case #21813347
                          ****** ******
                          Confirmation# FRYDJ
                          Arrival: May 27, 2024
                          Departure: June 1, 2024
                          Unit: Monterey Condos B302
  
  
  To Whom It May Concern:
  
  This letter serves as Benchmark Management’s official response to the complaint (21813347) filed by Ms. ***** (RES - 80251). Ms. ***** booked the vacation rental, Monterey Condos B302, for stay dates 5/27/24-6/1/24. Upon Ms. *****'s notification of cleanliness issues upon arrival, our team promptly dispatched a housekeeper to rectify the situation. Additionally, our Guest Relations Manager reached out to Ms. ***** on May 28th, 2024, and refunded the clean fee as a gesture of goodwill for any inconvenience experienced.
  Despite these actions, subsequent requests for further compensation were made by another member of Ms. *****'s party, including an ultimatum involving the Better Business Bureau (BBB) and a financial demand. It is important to note that the management of beach chairs and the pool area falls under the purview of the Homeowners Association (HOA).
  We hereby confirm that, after careful consideration, no further refunds will be issued to Ms. *****. Our response to concerns is swift and comprehensive, and we do not yield to ultimatums in our resolution processes.
  
  Thank You,
  
  Benchmark Management

  Customer Answer

  Date: 06/10/2024

  
  Complaint: 21813347
  
  I am rejecting this response because: Your response only rectifies the 20 minutes a cleaning person came and picked up the feces underwear, did not clean or sanitize the area, simply picked them up. He scrubbed the urine soaked toilet and stated “it’s too stained, the owners need to replace.” 
  For all the issues that were detailed, $250 is not an acceptable refund. We called in every single issue we had, yet the “manager” only contacted us for the initial $250 credit. 
  The chairs and pool were what were advertised when we booked. These amenities should not be listed if you are passing fault to someone else. That is considered false marketing. 
  
  Also, contacting the BBB is the consumer’s right, it wasn’t a threat as you allude to in your response. 

  Here are the issues as stated previously:  1. Underwear with fecal matter under sink (picture)- cleaner came in and only picked it up, did not sanitize. 
  
  2. Urine stained toilet seats (picture), cleaner told us they were stained and could not get clean enough. 
  
  3. Rust and mold on ironing boards and in bathroom
  
  4. Moldy/stained carpet, didn’t even feel like going barefoot. 
  
  5. Thursday- roach literally crawled out from under towel in bathroom. Concern we could possibly travel back home if they crawl in our luggage. 
  
  6. Tiny ants on the living room couch. 
  
  7. Floors slick and smells like pinesol.
  
  8. Cleaner only came and replaced on bed with clean sheets. For other guest rooms, Had to do our own laundry on the first night of the sheets/comforter.
  
  9. Had to wait with the cleaner to ensure it is clean, this took up the majority of our first afternoon after driving 12 hours. 
  
  10. Tuesday/Wednesday: waited 30 mins each day-and had multiple calls over chairs not being available. We were told that Benchmark had not paid them. 
  
  11. No pool for the week. Pool smelled like sewer, another family got out at same time to call. We specifically booked a property with a pool for our 6 year old and didn’t get to use it the entire time.

  **for the pool, the health department has been contacted as my child was in the water before it was officially shut down for the sewage leak. 

  
  Sincerely,
  
  Nicki *****

• Initial Complaint

  Date:09/11/2023

  Type:Billing 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.

  We got to the room an I was unpacking things and within 30 mins of arriving me an my one year olds feet were black. Then I noticed how dirty things were. Also we didn’t receive arm bands for the pool or a parking pass. I called a they were not open to take calls so when I finally got ahold of someone they didn’t care. I called everyday 4-5 times a day on day 4 I finally received parking pass and armbands after calling them an going to there office which they won’t talk to you or answer the door. They said on day 3 they would send someone to clean my room which I had on day one went to Walmart an bought cleaning supplies myself and spent over a hour cleaning. On night one I realized our room was infested with cockroaches. No one even on day 7 had came to check on anything or even talk to me. One woman told me she had to get off the phone it was her lunch time she needed to go to lunch another one hung up on me. They have no respect for people paying money to go to the beach to even give them the time of the day. We couldn’t even sleep like normal people because of the roaches. We received 2 pick slips saying our car was getting towed. They didn’t refund anything. Worst company ever.

• Initial Complaint

  Date:07/26/2023

  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.

  We left clothes in a single container in a unit we rented at Casseine Station 6-10!thru 6-14 2023. We left a day early and reported first on 6-14 and filled out form immediately which they required. We have gotten two different stories from their personnel. One said they had not had it had not been taken to their lost and found and one said it was and they were a month behind and would send a return form. We have contacted them nimerous times and asked for a manager to no avail. Can you help us?0

  Business Response

  Date: 07/28/2023

  
  
  
  BENCHMARK MANAGEMENT, LLC
  3723 E. Co. Hwy 30A
  Santa Rosa Beach, Florida 32459
  www.benchmark30a.com  •  (850) 745-4555
  
  
  July 28, 2023
  
  Better Business Bureau of Northwest Florida, Inc.
  
  RE:       Complaint Activity Report Case #20375213
                          ***** ******
                          Confirmation#8CC2B
                          Arrival: June 10, 2023
                          Departure: June 15, 2023
                          Unit: Cassine Station 302
  
  
  To Whom It May Concern:
  
  This letter serves as Benchmark Management’s official response to the complaint (20375213) filed by ***** ****** (RES - 64113). Mr. ****** booked the vacation rental, Cassine Station 302, for stay dates 6/10/23-6/15/23. Mr. ****** let us know that he had left behind some items in the home. We asked the housekeepers if they had found the items and we were told they did; however, the housekeepers had the units mixed up and had found items in another unit. Once we realized we did not in fact have the items, we conveyed this to Mr. ******.
  
  In conclusion we do not have the items that Mr. ****** left behind and we have relayed this information to him.
  
  Thank You,
  
  Benchmark Management

  Customer Answer

  Date: 07/28/2023

  
  Complaint: 20375213
  
  I am rejecting this response because: Again in their response they have stated a different story. For one thing ******* my wife made the reservation not myself. Secondly, the booking was for the dates 6-10 through 6-14 and we left a day early on 06-13 because of changing weather conditions in the path we would take home. On the drive back my wife remembered she had left a allergy shot in the refrigerator. On arriving home we noticed we had left a zip up clothing bag we put our hang up clothes in. It is the last thing we put in car when leaving and first thing we take out because we lay across the top. In one of our conversations we had with them they told us an outside company checked the rooms before their housekeeping even cleans. This leaves only two conclusions (1) either the outside contractor kept clothing or (2) or housekeeping.

  I feel we should be compensated for the items, two of my wife’s tops were brand new and expensive

   

   

   

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

• Initial Complaint

  Date:07/10/2023

  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.

  June 2023 - Major Appliances not working, Mold, non-Responsiveness of Repairs Worse experience in my 30 years of top quality vacation rentals - not only did we go a whole week with a broken ice maker (the only ice maker in the house) and with a broken oven, their responsiveness was horrible, sent one maintenance visit 4 days after increasing escalation from me - and was told by their rep on the oven repair "that has been turned over to a 3rd party repair company so it is not our responsibility now" - WHAT!?!?! The house itself is fantastic, other that significant refreshing needed - yard is full of trash; kitchen is full of 2" roaches; rats would come up on the pool deck at night - and the 3rd floor has a mold issue - smells bad and two of my kids got sinus infections as a result (see pictures) - in fact we all left a full day early. I'm researching what DHEC Health agency in Florida to report this to. The attached pictures are some of the issues - and the text thread from the week is below. I would anticipate some form of refund as this was totally unacceptable. At minimum one day of rental refund $3,400 plus expenses. Text Thread: 06/25 12:32PM - The ice maker has 3" of water in the bottom - and it occasionally runs water from the top, very little ice 06/25 1:21PM - Hello ******! Thanks for bringing this issue to our attention. We do apologize for the inconvenience. Please note that the issue has been reported to the team and should be addressed as soon as possible. 06/26 7:34AM - The top gas oven will not light and is inoperable 06/26 8:34AM - In the main house or the carriage house ? 06/26 8:44AM - Main house 06/26 8:48AM - Please give more details, that stove and oven was just replaced 06/26 9:10AM - Top oven won't light - appears the metal pan on bottom of the oven is loose and not sure if that is keeping it from lighting - bottom oven works 06/26 4:15PM - When can I expect someone to see about ice maker and oven? 06/26 4:20PM - I am not sure no eta at this time 06/26 6:45PM - And the bottom oven is cutting off - raw potatoes- this is unacceptable (06/26 7:00PM – called and was transferred to after hours support to report oven issue and ice maker issue not being addressed) 06/27 9:04AM - Hi ******! We received an after-hour message regarding the oven and ice maker not working. We have maintenance coming out this afternoon to fix it. We sincerely apologize for the inconvenience caused. 06/27 9:13AM - I reported this Saturday- what is your response policy? (06/27 – Maintenance did come 06/27 – set ice maker on clean and added a descaler said it would reset overnight; said a part was required for the oven and they have called it in to the appliance company and they would be there this afternoon to replace a part) 06/27 4:56PM Hi ******! I am seeing where Maintenance came to the Home. I am checking to see if everything is okay? I know there are a few task that needs to be resolve but this is a courtesy text just to make sure everything else is okay. 06/27 6:02PM - Maintenance came - part needed for oven- no ETA; he set ice maker on clean and said after an hour to turn on - it has not made any ice - so not resolved - trying to feed a family with limited oven (using toaster oven) and having to buy ice - 06/28 8:19AM - After two clean cycles and a scaling treatment by your maintenance crew the ice maker still does not operate properly (3" puddle of water and a handful of cubes) (06/28 – I called the service line inquiring about the oven repair – maintenance said Tuesday afternoon the service tech would come – end of day and still no oven – the Benchmark Rep stated “this has been handed over to a 3rd Party so I do not know their ETA and it is not our issue.”) 06/28 12:02PM Hi there! We wanted to check regarding the ice maker? Has it started working? 06/28 1:52PM - I texted this morning - ice maker still not functioning- and no repair on the oven ?!? 06/28 1:58PM - Hello ******. We do apologize for the delay in our response. The issues have been reported to the maintenance team and should be addressed as soon as possible. 06/28 6:12PM - 4 hours later and no service - re-ran clean on ice maker again - not working at all 06/29 9:41AM - Hello ******, thank you for your patience. The matter has already been reported to our maintenance department. Please allow some time.

  Business Response

  Date: 07/12/2023

  
  To Whom It May Concern:
  
  This letter serves as Benchmark Management’s official response to the complaint (20295190) filed by ****** ****** (RES-54878). Mr. ****** booked the vacation rental, The Bellagio, for stay dates 6/24/23-7/1/23. Mr. ****** reported in his complaint that the ice maker and the oven did not work during his stay. We sent out someone from our maintenance department to assess both issues. He was able to flush out the ice maker and the oven had to be vended out to a third party vendor. Thankfully there is one other oven in the home that was operable.
  
  In conclusion we are not going to provide Mr. ****** any further refund or compensation. We refunded him $924.30 and offered him 10% off of a future stay.   
  
  Thank You,
  
  Benchmark Management
  

  Customer Answer

  Date: 07/20/2023

  
  Complaint: 20295190
  
  I am rejecting this response because:  the company is ignoring the fact that the maintenance repair did not fix the broken ice maker (even though I called every day and we went the entire week having to buy ice); and the fact that the second oven was unreliable- it would simply stop heating at various intervals and this was reported to the maintenance rep.  Also, the mold issue and the roach/rat issue was horrible.  They promote 24/7 response but certainly they do not care.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:07/06/2023

  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 booked a stay at the Hidden Beach Villas 101 from 6/26 - 7/1/23 totaling, $1298.30. On 6/28/23, upon waking I found a blood stain on the sheets with a dead bed bug next to it. I called Benchmark to discuss. It was before 8:30am, so I left a message with answering service. Not receiving a call back, at 10am I called again & spoke to someone in their office who requested pics of the incident, and informed me that pest control would be sent out. Around 5pm I had still not heard back from them so I called and once again got AS. Around 10pm I called again to speak to someone since we could not sleep in that bed. After no call back, I flipped over the bed and found a nest of bed bugs. I attempted to call AS to request call back ASAP, but after an hour of trying, I was told no one would call back until 8:30am the next morning. So I took my daughters at midnight and we booked a hotel room costing $191.09 miles away. The next morning I again received no call back so around 10am, I went to their office & met with their guest relations manager. In our conversation I was asked for a copy of my hotel bill so they could reimburse me, I was made to believe that I would be refunded for the nights at the infested condo, that my belongings would be treated and moved to a new unit, and that they would cover lunch at a local restaurant. This was agreeable. Later that day I was sent link to a new unit which I agreed to but at 430pm i was told my luggage was moved to the office which closed at 5pm. I hurriedly rushed off the beach to make it to their office to be told that nothing had been moved and call was a mistake. Also, I was told cleaners just got to new unit so we could not check-in yet. We did not check in until almost 7pm. On 7/5/23 I received a refund of $214 much lower than the cost of the 3 nights at the infested room($796) and the Hotel($191) which had been discussed. When questioned they said the best they could do would be $450, still lower than original discussion.

  Business Response

  Date: 07/07/2023

  To Whom It May Concern:
  
  This letter serves as Benchmark Management’s official response to the complaint (202773504) filed by ******* ******* (RES-57485). Mr. ******* booked the vacation rental, Hiddenbeach 101, for stay dates 6/26/23-7/1/23. Mr. ******* complained of bed bugs after hours which went to our third party answering service. The next day we sent out a trusted bed bug company to confirm them. They did confirm the bed bugs and the unit was treated the same day. We upgraded Mr. ******* to another location for the remaining nights. For the inconvenience, we refunded their hotel stay, offered them a free meal and refunded him in the amount of $450.87. Since his departure, the Health Department has come and deemed the unit clean and safe to rent.
  
  In conclusion, we will not be offering any further refund. We hope that he will give Benchmark another chance in the future. 
  
  Thank You,
  
  Benchmark Management