Business ProfileforSullivan Properties, Inc.

We booked **** Ridge Villa in *******, Maui. We vacationed at ****************** for over 20 years. Usually you may see one or two dead cockroaches during your stay. Periodic spraying keeps the cockroaches at bay. This particular condo rented to us by Sullivan Properties was infested by cockroaches. We could not eat in the kitchen. Every plate, utensil, cup and glass had to be washed before using. We had to wrap all of our food products with plastic. You did not want to go into the kitchen for fear of seeing cockroaches.We asked to be transferred to another villa immediately. Sullivan offered a studio in Kahana. A huge downgrade. Our daughter and son in-law would be joining us in a few days. Four people could not comfortably stay in a condo. Sullivan properties told us to enjoy our vacation. They said previous tenants did not complain about the cockroaches. Cockroaches can lay eggs on and get into your luggage. They can cause disease. We are senior citizens and Sullivan Properties did not care about our safety. We were able to escape after 4 nights. Maui was booked concerning reservations. We were charged $3,313.82 for 11 nights. They refunded us $1,849.50. We are asking for an additional $900.00 for the 4 nights we had to occupy the condo with cockroaches which is still in dispute.Sullivan Properties knew the condo they rented to us was infested with cockroaches. ***********************, general mgr. at the Ridge Villas told us the day after we left, Sullivan Properties had work orders to pull out the kitchen cabinets and fumigate the cockroach nests behind the walls.Sullivan Properties just wanted our money and did not care about our safety. Buyer beware. They ruined the first five days of our vacation. They will never ruin our vacations to Maui again.

The Minato's were not going to be satisfied with any response from our Company. We went to great lengths to remedy the issue and happily refunded them for the remainder of their stay and discounted the 3 nights they were there including the entire cleaning fee. We had the **** pest control to the condo asap to address the issue. We received no complaints from the guest before their stay or after and were assured by the pest control company the unit was fumigated and any live roaches should be dead. Meaning we were not aware of any ***** issues prior to their arrival or we would have notified them sooner. We would have moved them to another comparable condo when we were made aware of the problem but we were sold out at the time. They were able to find an alternative unit with another management company and we assisted them with their move and transporting all of their luggage and personal items. **** had no knowledge of an infestation as he is the one who calls pest control and had to do so upon their arrival. We are terribly sorry for the inconvenience this issue caused the guest and handled it as best we could. The calculations of the refund above are untrue. Not to mention these guest have used the internet to damage our name not only on public channels but are also emailing our competitors privately about the issue. They were not neglected and we feel we are being treated very unjust for a problem we could not prevent. We wish them all the best for their future stays on Maui.

****, thank you for giving me the opportunity to respond to Sullivan Properties remarks. I am going to compare Sullivan Prop. to KBM Resorts who rents out vacation properties to clients like Sullivan. We rented out a ****************** from KBM 6 months ago. I want you to see the how each company handled our problems. Sullivan Properties rented to us a cockroach infested condo in the prestigious Ridge Villas of *******. KBM booked us a ****************** with air conditioning problems. I will comment on each quote Sullivan Properties stated above.Quote by Sullivan Properties: "THE TENANTS (us) WERE NOT GOING TO BE SATISFIED WITH ANY RESPONCE FROM OUR COMPANY." That is true. We had to live in a cockroach infested condo for 5 days. We wanted to leave immediately. With KBM, the air conditioner in the unit we rented from them did not function correctly. The temperature was 81 degrees at night. KBM got us out in 2 hours. Sullivan did not adequately respond to our request to be moved to a new condo. Initially they offer a studio. Four people cannot comfortably stay in a studio. The next day,said they had nothing to offer us. Everything was booked. They gave us peppermint spray which did not work on the cockroaches. It took us 5 days to get out With KBM, they did everything to solve our problem. We did not have to ask them for anything.Sullivan Properties: "WE WENT TO GREAT LENGTHS TO REMEDY THE ISSUE AND HAPPILY REFUNDED THEM FOR THE REMAINDER OF THERE STAY AND DISCOUNTED THE 3 NIGHTS THEY WERE THERE INCLUDING THE ENTIRE CLEANING FEE". This should not have happened in the first place. Sullivan Properties should not rent out cockroach infested condos. We had to find our own replacement condo at an addition expense. We were given a small discount for the 4 nights we were there 4 nights not 3 as they state. We wanted a full refund. My wife and I spent hours trying to find another condo. This is how KMP handled our air conditioning problem 6 months earlier: They offered us an assortment of condos to move to. We chose another Golf Villa that was more expensive than the Golf Villa with AC problems. No extra charge. No problem. They immediately moved us in 2 hours. They even credited us $100.00 for the inconvenience. Sullivan Properties: "We had pest control to the condo as soon as possible." I have documents stating Sullivan Properties sprayed the condo and fumigated the condo. Which is it? The **** pest control arrived the day after we left to address the cockroach problem. If they sprayed, they could have done that any of the 5 days we were in the condo. We would have to vacate for a few hours, then problem solved. Instead, Sullivan Properties waited until we had left to deal with the cockroach infestation problem. Sullivan Properties: "We received no complaints from the guest before their stay or after and were assured by the pest control company the unit was fumigated and any live cockroaches should be dead". I don't care that other guest did not complain. We do not want to be around cockroaches. These were cockroaches of all sizes meaning they have been there for weeks and indicating there could be a nest behind the kitchen walls. We saw cockroaches of all sizes for the 5 days of our stay.Sullivan Properties: "WE WERE NOT AWARE OF ANY COCKROACH ISSUES PRIOR TO THEIR ARRIVAL OR WE WOULD HAVE NOTIFIED THEM SOONER". This is a lie. The condo had cockroaches of all sizes indicating they had been there for weeks, possibly months. No property company could be this incompetent not see cockroaches that have been there for weeks. We were there only a few hours before noticing all the disgusting cockroaches. We also witness termites on the lamp shades and window ***** in the condo.Sullivan Properties: "WE WOULD HAVE MOVED THEM TO ANOTHER COMPARABLE CONDO WHEN WE WERE MADE AWARE OF THE PROBLEM, BUT WE WERE SOLD OUT AT THE ****** This is crucial. No vacationer should use Sullivan Properties when vacationing in Maui for the following reason: They don't have adequate replacement properties or in our case, no properties at all. Many issues could arise where the vacationer would have to move to from one condo to another. Our experience with KBM Resorts: They have the properties. Six months earlier, we were offered an assortment of condos to move into. They gave us a better ****************** than the one we were in. No extra charge. We were moved in 2 hours. Again, KBM gave us a $100.00 credit for our inconvenience. We did not ask them for this.Sullivan Properties: "They were able to find an alternative unit with another management company and we assisted them with their move and transporting all their luggage and personal items". Response: We had to ask for this service. Sullivan told us they were no sure if they could do this. We had to wait until 3:00PM. They finally came to move our personel belongings. At the time, we were not sure if cockroaches had entered our baggage or laid eggs on any of our personnal property and food. Cockroaches are a health hazard. We are senior citizens. Sullivan's response to us from their manager was just try to enjoy your vacation and ignore the cockroaches. The prior tenants did not complain. Sorry Sullivan Properties, We do not want to co-exist with cockroaches of all sizes and shapes. What KBM did for us when we experienced AC problems in their condo: At 9:00AM KBM picked up our belongings and transported them to the replacement condo. We did not have to ask them for this service they just did it. Again, they even credited us with $100.00 for our inconvenience. Total time from one KBM condo to another: 2 hrs. Total time taken to switch condos from Sullivan Properties: 5 days. We had to find a replacement condo on our own.Sullivan Properties: "THE CALCULATIONS OF THE REFUND ABOVE ARE UNTRUE." Sullivan Properties gave us a partial refund. We want a full refund. They charged us for the 4 nights we had to occupy the cockroach infested condo. They gave us a 15% discount. We paid $3,313.82 for **** Ridge Villa. We were refunded $1,912.10. We also had to pay $2,746.08 for the condo my wife found through KBM. We were so happy the property managers were KBM. Their property: 514 Ridge Villa was ****% better than Sullivan's insect infested property. KBM's property had no COCKROACHES. Sullivan Properties ruined 5 days of our vacation and cost us thousands of dollars. At the end of our vacation, we went into the offices of KBM to thank them for rescuing us for Sullivan Properties and to thank them for their professionalism. Sullivan Properties: "NOT TO MENTION THESE GUEST HAVE USED THE INTERNET TO DAMAGE OUR NAME NOT ONLY ON PUBLIC CHANNELS BUT ARE ALSO EMAILING OUR COMPETITORS PRIVATELY ABOUT THIS ISSUE." I want to warn everyone what Sullivan Properties did in the 5 first days of our trip. They did not care about our health or wellbeing. With them its buy beware. We want to thank KBM Resorts again for rescuing us from what started out as a terrible vacation but ended as one of our best. We have been vacationing in ****** and Maui for the past 40 years. We usually see 1 or 2 DEAD cockroaches on a 2 week trip. This is due to periodic spraying. Cockroaches were never a problem on trips to ******. This trip was different. The first night I killed a dozen cockroaches before learning that was futile. Cockroaches come out in the dark. We left the kitchen lights on all night to keep them at bay. We worried cockroaches entered our baggage or laying eggs on them. Its been a month and we haven't detected any cockroaches in our house yet.Sullivan Properties: "THEY WERE NOT NEGLECTED AND WE FEEL WE ARE BEING TREATED VERY UNJUSTLY FOR A PROBLEM WE COULD NOT PREVENT". We think we were neglected. They should never have rented a cockroach infested condo to anyone. They said they did not know of the cockroach problem. The cockroaches ranged in sizes small to large. This means cockroaches have been there for weeks. The only solutions Sullivan Properties offered to the cockroach infested **** Ridge Villa was a peppermint spray which did not work. They did not understand our disgust over cockroaches. They kept repeating the fact that previous tenants never complained about cockroaches meaning why should we complain. The manager at Sullivan Properties wanted us to ignore the cockroaches and enjoy our vacation. Sorry but that was not possible. As for Sullivan Properties "BEING TREATED VERY UNJUSTLY FOR A PROBLEM WE COULD NOT PREVENT", In our 40 years visiting ****** and Maui, the property managements we booked through never gave us a cockroach infested condo. Cockroaches were never an issue. We will never face this problem again. We will use KBM Resort for our future vacations to Maui. KBM Resorts has the inventory of replacement condos and they have the ability to solve problems for the vacationer. Our daughter and son in-law later joined us on our trip. Thanks to KBM, they did not see one cockroach. Sullivan Properties did not come through for us. We will never use their services again.