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:10/17/2024

  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.

  My family stayed in a vacation rental property with Itrip Vacation rentals in St Augustine Florida 10/11-10/14. Upon arrival the property was filthy. There were scratches on the couch, white pet hair all over, and sand on table tops and counters. We spend a lot of time cleaning when we arrived because we have small children with allergies. We even had to close off one area because it was so dirty but we knew we would spend very little time in the house so we didn’t say anything. When we got home We got a text saying we were being charged for having a pet. We don’t even own a pet and the place was a disaster upon arrival. We Informed the company that we don’t own a pet, let them know we cleaned upon arrival, and even had to take my 10 month old to the Dr because it made his pet allergies so bad. We requested a refund of the pet charge and requested our cleaning fee back and they refuse to respond. We were charged an additional $275 on top of our trip cost for a cleaning fee and they will not talk to us regarding a refund. I have disputed the charge with my credit card company but that takes time.

  Customer Answer

  Date: 10/18/2024

  Just to show that it was obviously the family before us that had the dog, here is their review. It was not clean and I have requested a refund. This company is refusing to communicate with us and at this point I would even like to request the $200 cleaning fee back as well since we had to spend an hour cleaning when we first arrived on site. I’m not opposed to them paying me back for my child’s hospital visit because he is allergic to dogs and the pet hair was so bad it cost us a Dr visit. They need to give us back the money they have stolen from us. (SEE ATTACHED showing the review of the guest that stayed prior to us with multiple dogs) 

   

  $275 pet deposit 

  $200 cleaning fee

  Business Response

  Date: 10/18/2024

  At 10:31 am the day of this guests departure, our housekeeper reported pet hair in the home and no pet on the reservation. All linens were used, however reservation stated 2 guests, all beds had been slept in. She sent pictures of damages as attached. The guest had NO complaints or communication with us regarding any issues with the home prior to the card being charged for damages and a pet fee. The home was also inspected prior to this guests arrival by the cleaning supervisor and myself as per our company protocol. 

  The guest was very upset that we charged her a pet fee and a fee for damages. I informed her that in good faith, we will be crediting her account for the $275 even though all indications are she was responsible. 

  Business Response

  Date: 10/18/2024

  prior guest had 1 pet only 

  Business Response

  Date: 10/19/2024

   Payment $275.00 refunded [authorize.net: ************ dated: Oct 18]. Refund

  Customer Answer

  Date: 10/21/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because the allegations that this company is making against my family are egregious. We did NOT use all the bedrooms. That’s simply not true. We used 2 of the 3 bedrooms and the 3 rd bedroom was used for our suitcases. We did not report the pet hair that was present upon our arrival because we spend an hour cleaning when we got there. We Absolutely disclosed that information to them and are happy to present the text messages with the property manager once They began these ridiculous allegations. At this point, This is Libel and slander as they continue to accuse us of what they know to be false claims. I am prepared to take legal action and have retained an attorney in the ***** ** ******* to do so. We do NOT own a pet of any kind nor did we bring any kind of pet into their home. It was filthy when we arrived so we cleaned what we could and blocked off the rest of the house. 

  Regards,

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

  Business Response

  Date: 10/23/2024

  The customer was refunded in good faith. 

  Customer Answer

  Date: 10/23/2024

   

   Complaint: ********

  I am rejecting this response because:

  Unfortunately the business owner, ***** ********* sent a fraudulent “receipt” claiming that he has refunded the money to the original form of payment and confirmed the correct original payment  but no money has been refunded. My credit card company has confirmed that no refund has been issued. This response is not truthful. 

   

  Regards,

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

  Business Response

  Date: 10/24/2024

  This customer used a card under the name of ***** *******, this was the card that was refunded on 10/18/2024. It may take 7-10 business days for the transaction to show on the card.

  Customer Answer

  Date: 10/28/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  This business owner is presenting this as if he refunded the amount that was taken for  “damages” that my family did not cause. He posted a picture of a “receipt” that was created on a computer. Anyone can make a receipt. He was never able to provide proof that the funds exited his account because the refund that he says he issued never took place on his  end.  Thankfully, on Friday, this portion of the funds were returned to my account BECAUSE I filed a complaint with my credit card company. In their investigation they determined that the charge was fraudulent and the credit card company ruled in my favor thereby returning the funds to my account. ***** at ITrip Vacations did NOT issue a refund of any kind. 

  Regards,

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

• Initial Complaint

  Date:06/25/2024

  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.

  I reserved a 2 bedroom, 2 bathroom home 6/13/24 - 6/27/24 from the ******** ****** and ******** ***** website. The pictures of the home show a pool in the front gated area of the home with a lanai. The cost was $6,948.31. Upon arrival after a 6.5 hr drive we immediately saw there was no lanai. In addition there is a construction site next to the property and the workers can look directly into the pool area. I specifically chose this home because of the lanai and screened area . The location is *** * ******** ****, ** ********** **. We are senior citizens traveling with our small dogs and our main purpose of this trip was relaxation and pool time. I called the iTrip as they are the property management company of this site. No one answered my calls personally. Via text I explained my situation and requested a change of location/property. They responded that they had no other properties available and there was nothing they could do about the construction. They offered free tickets to local attractions as compensation. I responded that we were not interested in attraction tickets. I requested a refund of $1000.00 for the first/week 7 days and cancellation and full refund for the second week/7 days. I also requested to please speak to someone directly and not via text. ITrip responded that Management would be calling me. Needless to say no one has called thus far and I doubt they will call back. They have breached their contract with me and ruined our vacation. Needless to say, the pool is filthy. The noise from the construction is annoying. The idea that the workers can look down directly into the pool area is uncomfortable. The inability to have a gated area for our dogs to lounge with us by the pool is disappointing. ITrip lack of response is upsetting. We are spending a good portion of our time in the house watching TV. If I had wanted a 2 week vacation inside watching TV I could have stayed home and saved almost $7000.00. Please help!!!

  Business Response

  Date: 06/26/2024

   

   

   

  After the guests rented this property a new owner took possession of the property and removed the screen enclosure around the pool.  We were not advised of the change until soon before the guest check in and were unable to notify the guests of the change in advance.  The screen was transparent so the privacy impact was minimal by the removal.  The construction next door was unfortunate but out of our control  We interacted with the guest regarding their issues multiple times and even arranged a conference call with a senior manager of the company on Monday, June 17, 2024.  As a result of this conference we committed to the guest a refund of $680 (14% of total rent rent, or two days rent) for their inconvenience.  The check will be issued after our check out inspection, Thursday June 27, 2024.

   This is a high end property with a  spectacular river front location with a deep water dock with a view of downtown *** *********.

   

  Customer Answer

  Date: 07/02/2024

  I am not satisfied with the refund offered of 2 days rental cost of $680.  We stayed 14 days at a cost of $6943 dollars. I requested a refund of $2000.00 ( $1000.00 per week). It was unfair that the management company did not notify me in advance about the lanai and the construction. I could have cancelled with a full refund and booked another location/home. This was not the restful 2 week vacation I had planned. I would like my complaint to be posted as a warning for future renters to know about the negligence and dishonesty of this management company. P.S.  The property has been removed from the website…what a coincidence. 

• Initial Complaint

  Date:07/05/2023

  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.

  Hello, I pray you will help get me a refund -TIA! I'd like to file a complaint against VRBO/iTrip/Expedia regarding their property ID#******* in St. Augustine, FL. The property is at ** ******* **** *** *********. I didn't arrive at this property until ~2:45am on 5/18/23. By ~3am on 5/18/23, I alerted the host (via the app), that I was leaving in the am. I spoke to the property mgr., in the am. They offered to "clean" the house, but parts of it was so old and poorly maintained, they couldn't possibly bring it up to my expectation. The property was gross and I have many pictures. I paid them $2,173.12 on 4/24/23. The business was to provide me a CLEAN vacation property. My dispute is that the property was not clean AND the bedroom window shades didn't go all the way down (I was there alone, so I felt nervous about this!)! The transaction ID is #*********** paid on my Visa. The authorization code is ******* I sent numerous pictures to executives at VRBO, iTrip & Expedia executives to get a refund. They refunded me $232 for a service fee on 6/1 after numerous interactions! I made a complaint via TrustPilot, and the property mgr/owner said they came to the property to make it right, and that is a LIE! I had to find another place to stay for the remainder of my trip (May 23rd). I want a refund for the balance of my money ($1,941.12). Please let me know if you need anything else from me. ***** *******

  Business Response

  Date: 07/15/2023

  This guest checked in for one night. We came out in person to address her concerns, and afterwards she left. This property is loved by all guests who have visited, and it has five-star reviews on Vrbo. Per the rental agreement and our policies, these complaints do not warrant a refund, especially given our responsiveness to her concerns. Our team has provided excellent service in St. Augustine since 2018, and we strive to provide great service.

  Customer Answer

  Date: 07/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: they DID NOT come to the house while I was there. The pictures show the truth of the condition of the property, unlike the photos they use to promote it. 

  Regards,

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

  Business Response

  Date: 07/18/2023

  This person has attempted to smear our name all over the internet. She has researched and found emails of my employees and it is emailing them angry messages. She is stalking us on all public sites. This an unreasonable, out of control, attempt to extort money. Please review our responses, we have tried our best to accommodate this guest, and have followed our company policy. 

   

  We would request that her comments not be published. 

  We would also ask you to close this out to end the attack on my company and employees. 

  Let me know if you have any questions or concerns.

   

  Best,

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

  CFO | iTrip Vacations St. Augustine 

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

• Initial Complaint

  Date:02/13/2023

  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.

  I hired I-Trips Vacation, operated by ***** ********** to manage my season rentals, and he did an abysmal job with house cleaning, maintenance, and managing my home. He charged me for many repairs by deducting the repairs from my rental income but refused to provide me with receipts. I've asked him repeatedly, and he ignores me. I fired him, and I'm filing with the Health Department and Smalls Claim court if this is not resolved immediately. I'm asking that he provide all receipts for the on-demand water heater, the air conditioning, the septic system replacement of the motor, electrical work, and all other repairs that he subtracted from my home rental but refused to provide receipts—also, the missing mattress and the cleaning bill for leaving home a health care crisis—***** ********* ******* ** *** ********** ******* *** ***** ***** ** ******

  Business Response

  Date: 02/13/2023

  We took over management of  *** **** ****** ** ******** ** *****  The property was not in good condition and immediately we had to replace a grinder pump to handle the sewage.  We worked on behalf of the owner to install the new pump and managed the guests that were impacted.  To help the owner we financed the grinder pump for him.  He had no cash outlay and we deducted installments from rent proceeds the following three months.  Soon after that his tankless water heater failed and we had to manage the guests impacted and have a new system installed. We handled in the same way as the grinder pump and paid for the replacement up front  and let him pay us back with rent.  We do not do this for every client and we wanted to help him in the early stages of his rental experience.  The next item we had to work through was the failure of the air condition and we went to great lengths to work through his home warranty service to install.  He provided little help to assist us in doing this which delayed the process which caused disruptions with the guests.  With all these issues we spent significant resources to manage and support the ongoing rental activity and even with these challenges we had significant success renting his property and providing revenue for him.  

  We provided him with details of all expenses in monthly statements by the 15th of every month while we did business with him.  We notified him via email on November 27th 2022 that we were terminating his agreement with us.  He did not fire us us we proactively discontinued our relationship with him due to the difficulty in dealing with him and the lack of clarity of his future plans.  For example, after we had secured a substantial booking for him in 2023 valued over $9k he notified us of his intention of taking the property off the market in December 2022.  This cost us financially and impacted our business reputation by requiring us to cancel on that guest. 

  I have provided him with detailed invoices he requested for the septic tank grinder pump and the tankless water heater.  For the air condition work he will have to work through his home warranty company to get the invoices since those repairs were under his warranty service.

  Our monthly statements provided details on all our expenses and revenue on the property during the time we managed his property.  If he provides us in writing with specific requests for further expense documentation we will be happy to provide what we can.  We are unaware of a missing mattress and the home was not left in any kind of heath care crisis.  It is in much better condition then when we received it.  The home was cleaned after the last check out and we will be happy to provide statements from the cleaner and our inspector attesting to the fact there were no health care issues there.

   

   

  Customer Answer

  Date: 02/14/2023

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

  I am rejecting this response because: ** ***** ******** is not being hones in his response. I have numerous emails asking for receipts to deduct it from our rental revenue is not providing a receipt. Also, I notified him over a half dozen times about how they left the home with trash under the sofer, unclean sheets, torn chairs, and glass tables that were not cleaned.  I sent him several dozen picture of how dirty they left the home and their lack of response to our emails. I have all of this documented to take to show any honest mediator or for a hearing.  Every time I visited the home i had to replace broken chairs and torn furniture or replace items that he was supposed to collect from the tenants but they didn't do a thorogh cleaning and inspection.  It was this dishonesty that let us to inform him that his services will no longer be needed. As far as the contract we gave him a six month notice when we were only supposed to give him two months to terminate his services.  His lie about the 9k loss of income is also a lie since he informed us that he had someone that wanted to rent the hom in Feb and March and our income would be 9k but he informed us around July or August six months before and we said no because we had already made our deciion to terminate his services at the end of one year which was up in November so another lie by *****.  He brings a lot of dishonestty to I-Trip and i have text messags and emails from his workers saying that he is like that with others and a poor manager of vacation homes. I'ld like to post pictures of how he left our home in terriable unclean conditions which he never replaced or compensated us for. After filling this complaint yesterday and BBB notifying him he sent me two receipts that are six months old after I repeated asked for the receipts and he only sends it after BBB notified him of the complaint.  Also, we are still missing a lot of receitps for services he used our funds to pay for.  -- others in St. Augustine need to know that this ia a very dishonest man and he shouldn't be managing any homes.  I have pictures and emails to upload.
  

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

  Business Response

  Date: 02/15/2023

  We have been completely honest with *** ****** and have met all the terms of our agreement he signed with us.  He did not give us notice of agreement termination as required by the agreement.  He simply sent a text May 11 saying he would be moving into the house in October and to block the calendar.  He later changed those plans and had the calendar opened back up until December.  The $9k + booking , for 44 days was booked on April 30th prior to any of this notification resulting in the cancellation that was costly to us.

   

  Again exactly in accordance with the signed agreement we provided him with access to monthly statements to see every detail of his income and expense.  I can provide you with copies of every email that we sent him with a link to the statement. 

   

  Everything I have stated can be supported with documentation.

   

  Below is my last communication with him.

    ***** ********* ****************** *** *** ***** ***** ** ** *** **** ** ********
  
  
  
  
  
  
  
  Ben - We proactively terminated our arrangement with you via email Nov 27th 2022.  We ended it because of the difficulties of dealing with you. You were provided with details of every expense in our monthly statements.  We have provided multiple reports with details of all transactions.
  
  
  The agreement you signed allowed us to make emergency expenses to maintain the property for the health and safety of guests. The bed bug service was done professionally and timely on an emergency basis protecting your property.  Many of the plumbing issues were done to protect the health of the guests.  This was authorized by the agreement you signed with us.
  
  "Owner authorizes ISA to make, at Owners expense and without prior approval, any emergency repair involving danger to life or property or the safety of persons occupying the Unit"
  
  
  
  You provided us a property in significant disrepair, bad sewage system, bad water heater, bad AC, bad sprinkler system, etc.  We repaired all this with zero cash outlay by you, including financing the emergency replacement of the grinder pump and water heater at a cost of over $5000 of our money.  At the same time, managing guests through the work and earning you income.  
  
  
  Once again, the previous email has an attachment with details of every expense incurred on your property.  We have in good faith met all the requirements of our agreement with you, in fact we provided you with service over and beyond the scope of our agreement, and it has been a very costly and unsustainable arrangement.  
  
  ***** Ingoldsby
  iTrip Vacations, St Augustine