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:07/09/2023

  Type:Service or Repair 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.

  Completely unsafe Airbnb accommodations managed by this company. I can provide video and photo evidence. The hosts called it weathered. Its absolutely incorrect.

• Initial Complaint

  Date:05/02/2023

  Type:Product 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.

  Payment of $3767.87 was on April 27, 2022 for a Rental Property from May 3, 2022-May 9, 2022. Service began on May 3, 2022. ***** the owner pulled a classic bait & switch maneuver on me when I contacted Premium Rentals & asked to add 1 extra night to our Airbnb reservation. He instructed me to cancel the Airbnb reservation rather than modify it, texted me a link for me to re-book my stay. Having never booked through Airbnb before (usually stay in hotels) I didn't realize in the moment what was actually happening! I was simply following his instructions & once I'd cancelled the booking through Airbnb, I was stressed I could lose the reservation to someone else if I did not move quickly & rebook the dates immediately, so I did as ***** instructed & re-booked the reservation but right after making payment and seeing the invoice, I realized I had not paid Airbnb but Premium Rentals. Clearly, ***** got out of having to pay a commission to Airbnb, but more importantly he also took total control of the situation. From the moment I paid that left me with no support or recourse to make a cancellation without penalty, whereas the booking with Airbnb provided me a no-penalty cancellation. I would have had Airbnb as an alley in the event of any problems. When we first entered the house, it was obvious it was not as advertised! It was in disrepair & dilapidated, so we called Premium Rentals immediately & told them we would like a refund & would like to leave. They said we were welcome to leave but there would be no refund. The next day we asked for immediate repairs to be done for our safety but were told the maintenance guy is out of town. In summary, things were broken, not working, in *************** safety was compromised! In the end, we were basically stuck in this dilapidated home, because Premium Rentals would not provide us a refund of any kind and allow us to leave. Can't tell you about problem with limited characters; have had to chop out **** words.

  Business Response

  Date: 05/11/2023

  Customer purchased this on Mar 22nd of 2022
  
  Additionally we did rectify the situation as best we could by offering future credit and the customer is not entitled to any further compensation nor was she entitled to the credit we did offer, this claim should be removed altogether.
  
    ***********************
   
  Cell: ************
  *******************************
  www.premiumrentals.com
  
   
  

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20009779
  
  Dear Better Business Bureau,
  
  
  I am rejecting the response made by ***************** 
  
  
  Premium Rentals never offered me any compensation or refund of any kind. Therefore what *******************;states and or alleges if false and I have text messages wherein the company states they cannot and will not provide a refund. Please reference the attached pdf file "Messages with PremiumRentals- Brook ************** notations. 
  
  
  Please note I attempted to upload my evidence via your website and the files were too large so I was given the email address ****************************************************. 
  
  
  I will attempt to attach the documents and photos herein however I am concerned I may have to send multiple emails in order to achieve electronic transfer; I have thus additionally uploaded the files to dropbox as there are in fact pdf, jpeg and even some video files, please see the Dropbox link below. 
  
  
  Please note I could list a plethora of unsafe and nonfunctional items in the house I rented but I believe the photos and documents attached will tell the story. If you would like, I could submit notarized letters from witnesses to whom came to the house and will testify as to the condition and according to Yelp reviews I am not the first person **************** has done this too.
  
  
  As to ******************** claim that he offered a credit, that is untrue. Nonetheless how is it that I would use a credit? And why would I want to incur paying for a flight and car rental just to go to rental house? 
  
  
  The point of this trip was for a family reunion to say goodbye to elderly relatives to whom are ill. 
  
  
  My cousin and I, to whom live in **********, wanted to invite our relatives over for a family dinner. Currently, I have no plans to visit ***** anytime soon but if I were to go visit family I can stay with my brother and or a cousin that lives in ***** and I do not need a rental although sometimes I do stay in a hotel just so as not to inconvenience anyone. 
  
  
  In any case, how could I trust Premium Rentals to provide me a safe and pleasant stay anywhere when the whole point of this claim is because of the unethical behavior of ***************, firstly getting me to cancel my Airbnb reservation so he could get me to book directly with his company and not have to pay Airbnb a commission and secondly because the entire property was in disrepair and not as advertised or pictured and caused both my cousin to be subjected to an extremely stressful situation. 
  
  
  I would love the opportunity to discuss this on the phone with you guys as it is a lot to document and I am trying to not overload you with files. 
  
  
  Suffice to say I would prefer to be in small claims court with Premium Rentals but the physical address for Premium Rentals as listed on ****** is not Premium Rentals. Essentially, what I am saying is, there is no way for me to obtain a physical address to serve this company legal papers through the county clerk; I mean I could pay money to do that... but they would not find **************** as this company Premium Rentals does not appear to have a brick-and-mortar store or location. As such, I have been advised to contact the ************************ as just reimbursing me for the rental does not cover the damages and trauma experienced on the property. 
  
  
  As you can read in the text messages with **************** visit was contentious and they had no maintenance person available to do repairs. 
  In closing I am requesting a full refund! 
  
  
  Documents emailed
  *************************************************************************
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 05/18/2023

  Property was advertised with a garage! I needed the garage for two reasons.

   

  1. For the physical location of the car in relationship to the proximity of the home to offload HEAVY ITEMS from the vehicle directly into the home/kitchen. I suffer from chronic hip, back and shoulder pain and am currently disabled. Please see a subsequent email of my DMV disabled placard. *** already had two hip surgeries and on Dec. 29, 2022 I just had shoulder surgery for a torn biceps/rotator cuff tear. Because the garage doors did not work.we could not reverse park into the garage to offload the luggage or the groceries.so I had to park in the driveway approx. 100 meters away from the front door and transport all the food & drinks from the driveway down the front sidewalk through the front door and then walk around the staircase in order to reach the kitchen whereas if I had been able to park in the garage I would have had a straight shot into the kitchen of approx. 10ft from the back of the vehicle reversed parked, straight into the home/kitchen. And we would have been protected from the weather while offloading rather than offloading supplies in the rain as we did. 

   

  2. I would not have rented and paid Enterprise Rent-A-Car for a premium elite luxury vehicle, a Range Rover Sport if Id known it was going to be left outside and we would be unable to park it in the garage. The vehicle had bird ****, leaves and all manner of filth on it, from it being parked in the driveway, as it was exposed to the elements 24/7.  

   

   

  Upon arrival we asked for the garage doors to be repaired and I indicated I am disabled and really needed to be able to park in the garage. Premium Rentals said there was no one available to do repairs. In truth, this was not a case of just one garage door, just suddenly breaking down, no this was a case of two garage doors neither of them being operational and the garage appearing to be unfinished from repairs/remodeling and it was evident the garage was not and had not been used recently, by any house guests,  because there was all manner of construction materials in the garage as you would see if you were in the middle of repairs, as was other areas of the house.... 

   

   

  I had to carry and offload everything from the vehicle parked in the driveway approx *************************************************** the rain. 

  As we were hosting a family reunion dinner, we went to ****** and bought a substancial amount of food/drinks/cakes etc. 

  I also bought cases of drinking water and had to carry everything from the driveway instead of, from the garage. From the photos and advertised features of the home with the garage being listed, I believed we would have access to the garage and was never informed prior to arrival of any of the disrepairs. Along with a torn biceps, I also suffer chronic hip and low back pain so the issue of the garage doors not working impacted the amount of physical labor I had to do and was not something we would have agreed to if Premium Rentals had been honest about the condition of the home. 

   

   

  The property was dirty, in disrepair and parts of it were non-operational. When I fell into a floor vent and let Premium Rentals know the vents were not attached to the floor they said thats how the vents are meant to be.

   

  There was a utility guest closet at the front door, a BIFOLD door, and it was not attached to the raling/frame so it was just broken, we tried to reattach the door but were unable to so we got to stare into a dirty utility closet the entire stay. Closet doors in some of the bedrooms would not slideas you can see there is a hole in the balcony deckwood appears to have rotted. Outdoor swings are crumbling apart. There was a hole in the Master bedroom carpet and while I fell into the floor through a vent my cousin stepped on a straight pin in the master bedroom and it pierced her foot, so Im not sure what method of vacuuming was used prior to our arrival.

   

  All the closets were dirty and the master bedroom closet only had 2 hangers. The living room ceiling fan did not work, they told me to replace the batteries in the remote.

   

  The online pictures depicted a beautiful modern QUITE home, but what we got was quite different. Not only were there several families of ducks quaking all night but there was actually construction next door, with a LOUD CAT machine beeping from early morning, so we could not sleep. While I like ducks, we agreed to rent a QUITE home nestled on 2 private acres but in fact there is another property on this lot at the back and the neighbors house and construction was only about 200 meters away. 

   

  All in all, we just wanted to leave and be refunded. 

• Initial Complaint

  Date:10/25/2022

  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.

  We decided to book a home directly with them instead of a 3rd party thinking is better to go directly with them to secure the booking, big mistake. 2 mysterious unauthorized charges show up on my card from Premium Rentals for $1,750, no explanation given.Now I'm calling, emailing, texting multiple times to the numbers given to us without an explanation, reason or refund- we left everything clean and in good condition and never received any notice of anything.I cant get an answer. and seems these complaints keep happening again and again in every digital page where reviews can be provided - ******* yelp, ******** and even here in the BBB there is one already

  Business Response

  Date: 11/05/2022

  Customer dumped out thier charcoal on the ground near a deck post and left the home, over time the hot coals eventually caught the deck on fire, luckily a cleaner that was cleaning the home smelled smoke and went out looking to find the deck post on fire, this could have burnt the entire home to the ground, when charges were explained to the customer ****** literally laughed about it, such a disrespectful human.

  Customer Answer

  Date: 11/07/2022

   
  Complaint: 18312226
  
  I am rejecting this response because:

  This is false, the ashes were dumped the day after once they were not even hot. The cleaner was in the house as we were leaving and nothing was wrong or fire happening, I have 10 business clients that can testify to this as it was a company retreat.

  I tried to contact the business several times once the charges were made to get an explanation, only to get a response after this review in the BBB was left, weeks after trying to reach out to see what the charges were about.

  Who talks like this, a disrespectful human? I am fighting charges that were not explained and only contacted by the company almost 2 weeks later even thought i was the one looking to get in touch.

  The business owner took the liberty to post a review in one of my business associates ****** profile after finding out who i worked with, calling me by name as if they had a experience with me in a business setting, which is totally false. This shows malice and complete unprofessionalism. This charges are being currently fought with my Credit card company

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