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:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented the property from 11/24 to 12/2. The property had safety and general use issues that were never addressed by the property management firm. The issues were the following:No sheets in primary bedroom - addressed after one day Dirty floors - addressed after one day Broken bathroom door - acknowledged but never fixed Broken pool heater - addressed after 3 days Broken spa/hot tub heater - never resolved Broken WiFi - never resolved - I resolved after ****** search after 6 days Missing light bulbs - never resolved Not registered with city of ******** No smoke alarms in two bedrooms, violation of local code and VRBO rental guidelines Would like a partial billing adjustment. I have already contacted the city of ******** regarding the health and safety violations.

  Business Response

  Date: 12/20/2024

  We appreciate the opportunity to respond to the complaint. Our company strives to provide excellent service and promptly address any issues reported by our guests. We would like to address each of the allegations raised in the complaint and provide clarification regarding the steps taken during the guests stay.  
  
  1. **General Allegation of Unresolved Issues**  
     Contrary to the guest's claim, all issues reported to us were addressed promptly and appropriately. Our team maintained consistent communication and responded to every concern raised during their stay.  
  
  2. **Dirty Floors**  
     Records show that all the floors were cleaned with not only a mop but a steam cleaner. Upon being informed of the alleged issue a day AFTER check-in, our cleaning team revisited the property to re-clean the floors. After completing their inspection and cleaning, they reported that the floors were already in clean condition but performed an additional cleaning to ensure the guest's satisfaction.  
  
  3. **No Sheets in the Primary Bedroom**  
     There is no record of such issue being reported. Cleaners also provided evidence that this was not the case. 
  
  4. **Broken Bathroom Door** 
     The damaged pocket door required a complete replacement, and arrangements with a vendor were made promptly. However, such repairs often involve lead times due to the nature of the replacement.  
  
  5. **Pool/Spa Heater Malfunction**  
     The pool heater was promptly scheduled for repair with a licensed technician once informed by the guest that there may be an issue. Unfortunately, such technical repairs depend on vendor availability and equipment parts, which caused some unavoidable delay. As the guests knows, the charge for pool/spa heating was refunded in full that same day. Per the Lease Agreement, There shall be no refunds or reimbursements given for everyday inconveniences regarding electrical, plumbing, appliances, and/or air conditioning issues as the properties are individually owned and issues may arise from time to time. We will mediate any issues and inconveniences as quickly as possible.
  
  6. **WiFi Issues**  
     The WiFi outage was due to an issue with the service provider affecting the street, not the property itself. We immediately contacted the internet provider, who ultimately resolved the outage. Please note that our team does not provide technical support for personal devices, which may have required additional setup by the guest.  Per the Lease Agreement and specifically initialed by guest, WIRELESS INTERNET: Wireless internet is provided as a convenience only and is not integral to the agreement. No refund of rents shall be given for outages, content, lack of content, speed, access problems, lack of knowledge of use, or personal preferences with regard to internet service. And We occasionally experience outages that are beyond our control. No refunds or compensation will be given for any outages.
  
  7. **Missing Light Bulbs** 
     No report of missing light bulbs was made during the stay. If such a concern had been communicated, it would have been resolved promptly.  
  
  8. **City Registration** 
     The property is registered with the City of ******** and passed its renewal inspection prior to the guest's stay. This is a material fact and spreading any such false information will be met with swift legal action.   
  
  9. **Smoke Detectors** 
     The claim that there were no smoke alarms in two bedrooms is inaccurate nor was it mentioned during the guests stay. Our inspection pictures prior to the guest check-in shows them in their appropriate places. Cleaners and post inspector reported them sitting on the kitchen counter after their check-out.  intentionally damaging or disabling a smoke detector in a Florida lodging establishment could result in criminal charges.
  
  In conclusion, our team responded promptly to all concerns communicated during the guest's stay. Some delays were due to factors beyond our control, such as vendor availability or the nature of third-party services (e.g., internet outages).  
  
  We disagree with the guest's request for a partial billing adjustment, as all reported issues were either resolved or addressed appropriately in a timely manner. Furthermore, the guest's claim regarding health and safety violations is unfounded, as the property meets all required regulations and standards.

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22686923
  
  I am rejecting this response because:

  1) No phone calls were returned post the 2nd full day of the stay and our point of contact, *****, noted he was on vacation and to contact ****.  We have phone records highlighting multiple inbound calls.

  2) The statement associated with the removal of smoke detectors has a libelous implication.  It was noted during the walk through on Monday that the detectors were missing as were lightbulbs in one closet.  The statement made is patently false. 

  3) At no time were we notified repairs of the door would not occur during our stay. The team did not contact us after the initial visit on Monday despite repeated calls and inbound requests.  

  4) We fixed the WiFi.  The management team did not fix the WiFi.  It was an on-prem ***** associated with the *** address and a hard reset of the modem to clear the information.  The management team never contacted Frontier.  At outright false statement.  

  5) There are text messages highlighting the lack of sheets in the primary bedroom.  Those were attached to the original statement.  Another outright false statement.  

  6)The floors were cleaned as we noted.  There was no return phone call for the *****s with the spa.  We never received contact post Tuesday of the stay.  The ***** is associated with challenges with the home and no return communication by the management.  We have and are pursuing other remedies available.

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

  Business Response

  Date: 12/28/2024

  There is nothing more to argue here as each complaint was responded to in the previous response. There were no new points made in the rejection from the complainant.
  
  
  1) Alleged lack of communication does not warrant any refund. We made multiple contacts with the individual, just in phone calls (all recorded) spent 18m35s after their 2nd full day of the stay among 8 phone calls. In total 15 phone calls and 37m03s spent on the phone with the individual. The person also does not know the difference between inbound and outbound
  
  
  2) Alleged lack of smoke detection does not warrant any refund. Not only were the smoke detectors installed and operational prior to check-in there is even another set of hardwired smoke detectors outside of each bedroom the complainant was unable to remove. Looks like we will just move forward with pressing charges on this one. The only way a smoke detector moves from being attached to the ceiling to sitting on the kitchen counter during a stay is by way of the individual or someone in their party intentionally removing them. 
  
  
  3) Alleged lack of communication does not warrant any refund. Again, we have the 8 phone calls recorded which were all after Monday. 
  
  
  4) As previously stated in the initial response, wifi is not apart of the lease agreement and no refunds given for third-party provider outages. We have notifications of submission of the issue along with notification of restoration of the ******** services for the area and for the specific address.
  
  
  5) Again this was already verified with cleaning and inspection images that indeed there were sheets on the primary bedroom bed. Its possible the complainant doesnt remember just like they dont remember the 8 phone calls we had with him after Monday. 
  
  
  6) Alleged lack of communication does not warrant any refund. Again, we have the 8 phone calls recorded which were all after Monday. As previously stated in the initial rebuttal, we acted in accordance with the lease terms and issue remedied. 
  
  
  In conclusion and as previously stated. All items were tended to in accordance with the lease terms and our duties. No refunds will be provided as the property was ready, willing, and able to proved the complainant with the accomodations. 

• Initial Complaint

  Date:05/19/2023

  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.

  I rented a condo for the dates of March ****, 2023 at Siesta Heron :**** ****************, Siesta Key ******* for the amount of $1367.93. Upon arrival the condo smelled of mold and mildew, appeared to be infested with cockroaches and had the evidence of a new or existing bed bug infestation. Multiple attempts were made to contact the host of the property and M&M management company without response. I waited for several hours to hear back and then decided for the health of myself and children to leave the rental property. Upon leaving the rental property I phone the Assistant Manager of Siesta Heron. He offered no resolution and in fact cancelled my reservation with the condo due to me leaving the premises.I am requesting a full refund for the amount charged to my credit card due to the fact that I was unable to stay for the time I rented the condo as it was uninhabitable. In a rental agreement that the business made me sign it states that they provide a professionally cleaned unit (for which they charge a large fee) and will make every reasonable attempt to resolve any issue should the tenant become unsatisfied with the property for any any reason. There was no attempt at anytime for the business to attempt to rectify situation or provide an alternative stay. The rental company and its affiliates have refused refund or to accept any responsibility for the issues with the condo.

  Business Response

  Date: 05/22/2023

  Upon arrival the condo smelled of mold and mildew. The unit had been cleaned the day of check-in and smelled of Pine Sol floor cleaner, Lysol, and bleach which are the main cleaning agents used by ********************************* servicing the unit.  infested with cockroaches and had the evidence of a new or existing bed bug infestation. There were guests who checked out the day prior to the arrival of this guest and directly after this guest who reported no such issues. Between guests all bedding and mattresses where checked for bedbugs and there was no evidence of any such infestations. An infestation would require weeks if not months of festering with multiple complaints, yet no such complaints exist for this unit prior to or after this guest. Multiple attempts were made to contact the host of the property and M&M management company without response.. This in fact is false, checking phone records we found that the guests first call came in at 11:06PM which was answered, our GM was on the phone with the guest for 7min.:13sec. on a recorded line. Reviewing the call, the guest had already decided to leave the property without allowing for any remedies to be offered or performed. Furthermore, our guest services team reached out to the guest to follow up regarding the claims the following Monday morning at 11:06AM and spent another 12:21sec. on a recorded line. unable to stay for the time I rented the condo as it was uninhabitable. The unit was not deemed uninhabitable as it was deemed satisfactory to the preceding and following guests. will make every reasonable attempt to resolve any issue should the tenant become unsatisfied with the property for any any reason. As per the recorded call at 11:06PM the guest had already made the decision to leave the property and did not allow for any remedy. The guest disputed the charges with their credit provider and has since lost those disputes after the issuing bank and credit committee reviewed all information. ***** has now gone to commit defamation of business by providing false information and misleading the public. The guest contacted ** more recently on 5/6 to provide some sunny language which we also entertained for 15:04sec. on a recorded line. It is unfortunate the guest decided to go down the path they did. We would have loved to provide a more pleasant experience for their stay in Siesta Key had they allowed it. With the ensuing disputes, defamation, and harassment of our team members; there is nothing more we can do at this time. 

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20081308
  
  I am rejecting this response because:
  

  Please see the above photos regarding my complaint. There is a photo of a blood stained mattress pad, following multiple pictures of German cockroaches.  I have done my research as well as talked to several experts regarding cockroach infestations.
   German cockroaches in a home is a signal of an infestation,  seeing between ***** is an indication of a moderate to severe infestation. German cockroaches are linked to disease transmission by picking up germs on their spines of their legs and crawling through decaying matter. German cockroaches carry salmonella and E coli and can cause food poisoning and dysentery. Germs are transferred to food and other surfaces that humans touch. Their saliva, droppings, and decomposing bodies contain proteins that trigger allergies and asthma symptoms especially in children ( hence my daughter having breathing difficulties while inside the unit) Cockroaches are nocturnal insects. They prefer to live and feed in the dark, so cockroaches seen during the day are a sign of an infestation. They emit unpleasant smells, strong, often musty in nature.
  The cockroaches were seen in the bathroom initially by the tub drain, in the refrigerator, sink, drain around the sink, cracks of the counter top meeting up to the sink, crawling on the counters, in our food and under the beds. Once we discovered an issue I texted the host ***************************** through the **** app. Corresponding through the **** app is the first and preferred way to communicate any concerns or issues with the host.  Firstly, I informed ****** that that we had spotted bugs,  then I contacted him a second time through the app to let him know of the blood stained mattress pad, and the fact that we were now seeing multiple cockroaches, and that my daughter was having an allergic reaction and trouble breathing inside the unit. After waiting over a hour I contacted M& M management company through an app on the kiosk inside the unit. I received a text that they would get back to me at the phone number I provided. I again waited well over a hour for any sort of response, at this point we had patiently waited for more than two hours without any communication or response. I decided it was best for the health and safety of myself and children to leave the unit, by this time it was 11:00 pm.  I reached out again to *****************************, through the **** app letting him know that we had vacated. I called **** immediately after leaving the property since this was the way I made the reservation. I shared with them my experience with the condition of the property and the fact that we made multiple attempts to contact someone regarding our concerns. They suggested I try to call Siesta Heron directly. I phoned the number for reservations and was able to reach the assistant manager, *********************. I informed him that I made multiple attempts to get in contact with ***************************** and the rental management company and waited over 2 hours for a response. I shared the experience we had with cockroaches, blood stains on the linens and the fact that my daughter was having breathing difficulties and we needed to vacate the property. He was rude and unapologetic, He  stated, you are in ******* you are going to see bugs. He also stated  that it was red tide and people have issues breathing due to it. In the conversation he informed me that they didnt have any complaints prior to ** being there and that someone would go do a check on the the unit in the morning and get back to me. No apology, no attempt to provide alternative accommodations, provide clean linen or even provide appropriate pest control. We had traveled a long way from ********* to Siesta Key ******* for spring break.  We have stayed in many accommodations in ******* without ever seeing cockroaches. 

  Multiple emails and photos were sent between myself and **************** following our phone conversation that night. I requested a full refund of $1367.93. **** had already reimbursed the processing fee on their end. **************** made it obvious that he disagreed with my complaint and that because we decided to leave the unit *Rent Siesta Key cancelled my reservation and were not issuing me a refund. The management company and its representatives never made any attempt to rectify the situation. It became a game of my word against theirs. My request for a full refund was denied multiple times stating that they disagreed with my complaint and  that I signed a rental agreement and left the property. Forget the fact that I attempted multiple times to reach them regarding my concerns, which were ignored and dismissed.
  I then requested a payment reimbursement through my credit card company. The credit card company coded the request incorrectly. They coded it as I had never made the purchase. I made the reservation and left due to the unsanitary conditions of the rental property.  Due to a time frame in their dispute process and incorrectly coding my complaint, they were unable to reverse charges of my credit card since the monies were now reissued back to *Rent Siesta Key.

  The business practice and lack of professionalism and customer service by ********************** Heron and M&M management company is appalling. The fact that many people, including myself fall victim to their poor accommodations and lack of customer support all while they manipulate a premium payment for a rental property in a prime and sought after vacation location is criminal. Researching this property it is apparent that it has changed names multiple times. I have read multiple reviews with complaints mirroring my own. The management company responds back in the review to negatively reflect the customer, denying responsibility and placing blame on them, refusing to accept responsibility. In a few reviews they have even gone as far as to say that the person never had a reservation, accusing them of making a fake review. This behavior is immature and reflects negatively of their business and character. Siesta Heron / M&M management conveniently cancelled my reservation, which made it impossible for me to write a review. They even went so far as to remove themselves from the **** community for a period of time. The act of removing themselves from **** and refusing further communication with them at my request and on my behalf, and then falsifying information to **** with my credit card company is fraudulent.  It is evident that they refuse to take responsibility for their unprofessionalism, lack of customer satisfaction and poor accommodations and continue to ignore complaints and neglect a fair business by way of disagreeing with their customers. The host, management affiliations and its constituents have remained in business despite its questionable integrity to provide the service and accommodation in which they advertise. 
  I was not able to stay at the accommodations with Siesta Heron I reserved March ****, 2023, due to the unsanitary conditions in which the unit was found upon my arrival. My child was having acute respiratory complications while inside the unit, again as a result of the unsanitary conditions of the unit. I responsibly and respectfully attempted to make every attempt to communicate with them to resolve this issue.  They have refused to act responsibly and rightfully refund the cost of my rental reservation for which I was unable to stay due to the poor and unsanitary conditions of the property.  I have proof of all the emails, texts through the **** app and phone calls made between us.  

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

  Business Response

  Date: 06/12/2023

  There were no new claims or items presented in the customers response that would require a response. See our previous response. 

• Initial Complaint

  Date:05/24/2022

  Type:Service or Repair 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.

  On March 26, 2022 I made a reservation via website www.VRBO.com for a vacation rental property located on Anna Maria Island, Florida. The reservation was made for May 14, 2022 to May 17, 2022, and the property for rental was listed as managed by a "professional host" named "Rent Siesta Key" (property #: *******). I was given a reservation ID of ***** and given a total cost of $880.79, which my credit card statement showed paid over 3 payments (1. to VRBO for $88.00, 2. to Rent Siesta Key for $158.56, and 3. to Rent Siesta Key for $634.23). On May 13, 2022 I was emailed "arrival details" including the location of the property, the property name ("beach bungalow b"), check in time ("4:00 PM or later"), check out time ("by 10:00 AM), "guest portal" link (including a statement requesting we "not show up at the property prior to check-in time to allow for cleaning, inspections, and tending to any issues/repairs"), and other general information. At time of check-in, around 4:30pm on May 14, 2022, it was found that several interior rooms (i.e. bedrooms) contained numerous and evident crawling, shedding insects. Upon finding these conditions a text message was sent to the "Manager" listed on a wall hanging for guests reference, and concerns about this condition were expressed. The recipient of the text messages (at phone#: 941-202-4142) responded via text and phone calls. However, the text messages received contained conflicting, inaccurate information and suggested the particular insects, "the termites usually disappear after they have swarm". We were told that the rental had been serviced by the cleaning crew that day, the cleaning crew could come back, but pest control wouldn't be available until Monday, and alternate lodging wasn't available. Due to lack of availability for pest control and/or alternate lodging we declined to stay and began requests for refund. Representatives of Rent Siesta Key have been dishonest and antagonistic in follow-up correspondence.

  Business Response

  Date: 06/03/2022

  Business Response /* (1000, 5, 2022/05/30) */ An unfortunate event as this is termite swarm time of the year in this area. The building is protected by a termite treatment which is renewed annually. This property seemed to have been hit by such a swarm that day which is evident in the Tenant provided pictures, the many dropped wings confirms this had just happened and the building itself is not "infested". An "infestation" as the Tenant exclaimed takes years to build up to. There is no mention of any termite/insect issues in any previous reviews, or the guest that had just checked out the day prior, or by the guest that stayed after this Tenant. A simple clean up of the ones that got in would have rid the property of this however the Tenant declined and made a decision to not stay. Per the refunds section of the Lease Agreement the Tenant agreed to, "We will mediate any issues and inconveniences as quickly as possible. If it is deemed that the property is uninhabitable, we will attempt to locate other accommodations for the same or lesser value." It was offered for the cleaning crew to come back and clean the termites up. In addition, even though the property was not deemed uninhabitable, alternate accommodations were offered starting the following day as there were none available for the 1st night of the Tenants transient accommodation. Reviewing the correspondences submitted by this very Tenant, all were truthful and respectful with no dishonesty, antagonism, conflicting, or inaccurate statements made. Despite the aforementioned points the Tenant has been given a full refund. Consumer Response /* (2000, 7, 2022/06/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I very much appreciate that a refund was given, as I fully believe this was the most appropriate recourse given the situation. In my previous statement I brought up an element of dishonesty on behalf of the business based on my conversations, phone and email, with the guest services person in my submitted email copies. In those conversations there were specific statements made by the guest services person stating a record of complaint did not exist prior to my follow-up after my rental dates had passed. However, as my documentation showed Mr. Stutsman himself had been the person who initially responded to written complaint and request for refund, by email, on the first day of the rental period. Additionally, it was written to me that pest control was initially offered at time of rental, however, as my documentation also shows this was not an available service until 2 of the 3 nights of my rental period would have passed. Furthermore, my traveling partners did come upon an online review from a prior guest that specifically mentioned termites, however, following our submission of complaint this review could no longer be found on the site. Nonetheless I have catalogued several other persons that have submitted documented online complaints against this business, which specifically mention having also received dishonest responses and poor service from the very same persons in the departments of guest services and property management that we did. My experience and findings in total have lead to this being one experience which I hope to never again encounter, and I certainly hope that remedies are made in the future to ensure that others will not experience the same.