ComplaintsforMountaintop Condos LLC

• Initial Complaint

  05/04/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I am submitting this complaint about the charges on my credit card for 1006.33 on November 4, 2021. We rented a condo for my wife and I to go skiing from 2/18/22 - 2/21/22 over President Day weekend and on 2/16/22 my daughter received a positive covid-19 test from an urgant care facility. We relied on CDC which required us to self-isolate for 10 days from the exposure and were not allowed to travel. I contacted the renter and requested a credit for a future date which was denied. Mountaintop Condos has been unwilling to work with me and try to resolve a problem that was completely out of my control. My wife is also employed as a registered nurse and held to a higher standard during the pandemic in which her employer stated if they were caught egregious violating CDC requirements severe disciplinary action would be enforced. Traveling out of state on a ski trip and going out in public for 4 days after our daughter contracted covid would be egregious violating several CDC rules, so we did not go on our trip and use Mountaintop condo, they refuse to give credit or refund stating that I did not cancel according to their cancellation policy which was impossible to comply with because of my daughter's positive covid test so close to us leaving on our trip which was completely out of my control.

  Business response

  06/25/2022

  Business Response /* (1000, 10, 2022/05/31) */ The guest contacted me 2 days prior to arrival...he had failed to secure lift tickets and the resort had sold out. I told him I was not sure where he may be able to secure lift tickets. Presumably, he could not find lift tickets so he then attempted the all-too-familiar "I've got COVID and want a refund" claim. We told him that COVID is foreseeable/preventable and that we could not provide a refund. See attached. The guest filed a chargeback with their bank and ultimately lost. They then appealed and the matter went to arbitration. I won that appeal as well as seen in the attached. So, since the guest lost both the chargeback and the appeal, i assume they want to now take it to you the BBB for their own vindication. Consumer Response /* (3000, 12, 2022/06/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) As usual of dealing with these people with terrible customer service they tell half truths. As for the lift tickets, I have never been to ******** and my wife and I are not much for skiing, yes ******** lift tickets were sold out but you still could get lift tickets to Silver Creek and that was fine with us so not getting lift tickets was not the issue( I think my wife was even a bit happy because of it and we were going to ski one day as oppose to two) this was a little get away with just my wife and I and not hardcore ski trip. As I stated before my Daughter was having stomach issues and we tried to get het into the pediatrician. They were booked and said go to an urgent care office at which time they performed a PCR covid-19 test on her and we got the results on 2/16/22 two days before we were suppose to leave on are trip. It was a professional PCR test that I stated to Mountain Top condo I could provide a copy of. I did dispute this with my ******** credit card(there dispute department is a joke) and the agent stated that Mountaintop Condos is refusing to refund even thought I should of won with the evidence I provided, if they refuse to refund that there is not much they can do and they suggested that file a complaint with the BBB. As I said in my first complaint My wife is a nurse and at the time covid- 19 was in the Height of the omnicon variances and we would be in volition of several of the CDC guidelines. I asked if Mountaintop Condo would work with me and I got nothing and they were still going to let me rent the condo knowing we had a kid with a ******** covid-19 PCR test, this company clearly does not care about its customers or public safety for that matter.

• Initial Complaint

  11/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On November 4, 2021 at 10:13pm EST, I booked a Mountaintop Condos LLC (Mountaintop) property through VRBO for January 14-17, 2022. I booked the property at an advertised price of $1,024.82 and I have the confirmation receipt showing the aforementioned details. I received an emailed invoice from Mountaintop Rental LLC for $2,012.66, or almost a thousand dollars more than advertised, booked, and confirmed price. On November 8, 2021, I emailed Mountaintop asking for an explanation as to why they sent me an invoice for twice the amount of the purchase price. Mountaintop responded that I must have booked while they were "updating rates." Mountaintop further said that they would issue me a full refund. First, I NEVER requested a cancelation or refund. I requested an explanation because I felt that I should pay the advertised offer which I accepted and for which I paid. Second, this was a transparent maneuver by Mountaintop to unilaterally cancel my transaction in breach of our contract in or to relist and rebook the property at a higher price closer to the MLK holiday. I now have to book another property later in time at a much higher cost. I request that Mountaintop either honor our original contract or compensate me for the difference in cost I must no incur for having to rebook a new property. I have documentation of all of the aforementioned facts which I am happy to provide to the BBB. Thank you for your time and attention regarding Mountaintop's blatant and outrageous actions. I had organized a group of colleagues from D.C. to travel to Snowshoe to ski for the holiday weekend. This has damaged my personal and professional reputation and thrown the whole trip into chaos. Rather than have a lifelong group of repeat customers, Mountaintop is at risk of having a lifelong group of skiers committed to telling everyone of the horror we experienced.

  Business response

  01/28/2022

  Business Response /* (1000, 5, 2021/11/19) */ from:****@mountaintopcondos.com to:Jerica J. from BBB <********@greatermd.bbb.org> date:Nov 15, 2021, 9:05 AM subject:RE: We received a complaint # ******** on your business mailed-by:mountaintopcondos.com signed-by:mountaintopcondos.com security:Standard encryption (TLS) Learn more :Important mainly because it was sent directly to you. It was a simple pricing error which we apologized for and promptly issued a 100% refund. There was no "horror" or "chaos" involved.

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