ComplaintsforColdwell Banker Vacations

• Initial Complaint

  09/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unit rented week of July 4, 2021. This was a week that we had a burial at sea, death due to covid and felt that we should stay oceanfront and have the respite from the daily life incurred. During the stay, we had issues with the microwave and door locks/resolved. CBV called telling me there would be some routine maintenance on the unit - turned out the entire deck was uprooted and we were not able to have use of the deck and were told if we used the deck, it would be at our own risk. This interrupted our stay for a whole day. I have contacted Nathan @CBV and he said he was working with the owner to find a resolution. I sent pics and a video for proof. As of today, there has been no communication on a resolution. I did reach out again 8/26 and still no response. This is was not acceptable when I paid extra to have the ocean front unit and I should be compensated for the intrusion and inability to use the frontage for the 24 hours of having maintenance men in our unit.

  Business response

  01/20/2022

  Business Response /* (1000, 12, 2021/10/22) */ October 22, 2021 BBB of Greater Maryland 502 S. Sharp St. Ste. 1200 Baltimore, MD 21201-2445 RE: Case # ********- ****** **** Dear Ms. C.: Thank you for forwarding the complaint from ****** **** in regard to her recent rental at the Oceana I Penthouse, unit 2, located in Ocean City, Maryland. Please be assured that our goal is to provide our customers with superior service; and, that comments to the contrary are taken very seriously. We apologize for the delay in the response and appreciate you resending Ms. ****'s complaint. Please be advised that the issue involving the balcony was unexpected, and outside of the control of the property owner, whom we represent, and Coldwell Banker Vacations. A leak was discovered that required immediate attention and restricted the guest's access to the balcony for approximately 48 hours. We understand the inconvenience that this issue caused the guest and had been working to contact the property owner for resolution to Ms. ****'s complaint. While we have not been able to contact the property owner, we did reach out to Ms. **** and have resolved this matter to her satisfaction. Thank you again for forwarding Ms. ****'s complaint and for providing us with the opportunity to resolve this matter. Please let us know if you have any additional questions. Sincerely, ***** ******** Regional Vice President Coldwell Banker Vacations

• Initial Complaint

  09/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We rented a condo for a week in OCMD through Caldwell vacations. We arrived in the condo August 14th with a leave date of August 21. We paid $3143.38, which included a $172.88 linen package. After arriving, I started to have sinus issues, as did my children. We noticed a significant amount of dust hanging from the ceilings throughout the condo. We also noticed a significant amount of dust and dirt on the ceiling fans. We had started taking allergy medicine, however had to contact Coldwell on August 16- they dispatched a cleaning crew, however when we returned the dust and dirt was still there (we cleaned the fans ourselves). When I reached out, Coldwel ignored my email. That week we took Flonase, Allegra and Tylenol sinus to help with issues from dust and could not sit on couch. When we checked out, I sent an email to coldwell who said we didn't tel them the place was unclean after cleaners left- forwarded them unanswered emails and pictures, never replied.

  Business response

  01/13/2022

  Business Response /* (1000, 10, 2021/09/24) */ September 24, 2021 BBB of Greater Maryland 502 S. Sharp St. Ste. 1200 Baltimore, MD XXXXX-XXXX RE: Case # 36181903- ****** ***** Dear Ms. ****: Thank you for forwarding the complaint from ****** ***** in regard to his recent rental at the Carpi Condominium, unit 401, located in Ocean City, Maryland. Please be assured that our goal is to provide our customers with superior service; and, that comments to the contrary are taken very seriously. I have reviewed Ms. *****'s complaint with the manager of our office which handles this property. We are truly sorry that Ms. ***** and her family experienced issues. Upon receipt of her complaint, we contacted Ms. ***** and have come to a satisfactory resolution on this matter. We appreciate having the opportunity to resolve this matter with our guest, and for the feedback she provided. Please know that we realize the importance of providing our guests with the best units possible and that we will gladly respond to any requests for repairs or additional cleaning to bring the properties up to our guest's expectations. We are grateful for the chance to work with our guest on a satisfactory resolution to this matter. Thank you, Chris ******** Regional Vice President Coldwell Banker Vacations

• Initial Complaint

  08/26/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  When arriving at our rental, the unit was extremely dirty including food on the floor, leftover food in fridge/freezer, unflushed (used) toilets, dirty sinks, etc. We left the unit and called the rental office and was told the unit was never cleaned. The associate was unhelpful in answering why I was given access to a unit that was not cleaned during Covid. A manager called after 30 minutes and said units could be cleaned up to 6PM, which was fine with us as we would happily waited for clean unit. The problem was why they couldn't ensure a rental was clean before guests are allowed to check-in. He laughed and said 'I don't know what to tell you'. The cleaner eventually came and was clearly overworked. Once completed, there was still food left in the fridge, trash on bedroom floors, dirty pans, and black mold under all the toilet seats. We then had to purchase cleaning products to perform a proper clean ourselves since our 5 year old regularly plays on the floor/puts hands on his face.

  Business response

  01/19/2022

  Business Response /* (1000, 7, 2021/09/13) */ Sep 10 Case ********** ***** ***** External Inbox M., Christopher Sat, Sep 11, 8:27 AM (2 days ago) to me Dear Ms. C.: Thank you again for sending the complaint from Mr. ***** regarding his recent stay in Ocean City. Our goal is to provide the best properties and service possible, and comments to the contrary are taken very seriously. We are very sorry for the condition of the property upon Mr. *****'s arrival and understand his frustration. Our goal is to have all properties cleaned and ready prior to check-in and usually, we are able to meet that goal. As is the case with all businesses, both our operation and that of the cleaning companies we work with are dealing with significant staffing issues. Unfortunately, the staffing shortages has had a negative impact on our level of service, but we are hopeful that we will soon see improvements in this area, which will allow us to perform at the level we, and our customers and clients expect. Mr. ***** was contacted by one of our managers and we have worked out a satisfactory resolution. As discussed with Mr. *****, we are also working on improving our system to better ensure situations like the one described do not happen in the future. Thank you again for forwarding the complaint, and allowing us the opportunity to address this matter with our guest. Sincerely, Chris M. Regional Vice President Coldwell Banker Vacations Consumer Response /* (4200, 14, 2021/10/02) */ The representative from Coldwell Banker mentioned the compensation check would be immediately mailed to our residence after we spoke on 9/10. As of today, 10/2, we have not received anything. Business Response /* (4000, 16, 2021/10/04) */ we apologize for the confusion and the delay. We are reissuing the refund for Mr. ***** and will be sending out via UPS to ensure prompt delivery. Thank you for bringing this matter to our attention. Sincerely, Chris M. Regional Vice President Coldwell Banker Vacations Consumer Response /* (2000, 18, 2021/10/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Can confirm item was sent after I reopened the case. Closing case.

• Initial Complaint

  08/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We rented Pyramid 3H from CB Vacation Rentals for one week starting on July 10th. The photos shown on CB Vacation rentals, was a clean 2-bedroom; 2 full bathrooms condo for $2082. 50. https://www.cbvacations.com/oceancityvacationrentals/weekly/pyramid3h. When we arrived, we were horrified at what we discovered. The condo was not clean, fruit on the floor in the living room, empty water bottle and a dirty diaper behind the loveseat, the carpet still had food/crumbs on it, the tile floor was stained, the bathrooms were beyond gross to the point where we wore our flip flops to take a shower. We immediately went to the office and housekeeping returned and tried to reclean the condo, but but you can't remove 25 years of baked in dirt. The condo had an odor that never went away and we had to take cold showers all week. The first person to take a shower, got about 2 ½ mins of hot water and that was it. The master bath was only a standup shower and was so small, you had enter sideways.

  Business response

  01/07/2022

  Business Response /* (1000, 5, 2021/08/04) */ August 4, 2021 BBB of Greater Maryland 502 S. Sharp St. Ste. 1200 Baltimore, MD XXXXX-XXXX RE: Case # 36180718- *** ****** Dear Ms. ****: Thank you for forwarding the complaint from *** ****** in regard to his recent rental at the Pyramid Condominium, located in Ocean City, Maryland. Please be assured that our goal is to provide our customers with superior service; and, that comments to the contrary are taken very seriously. I have reviewed Mr. ******' complaint with the manager of our office which handles this property. Per our records, Mr., ****** returned to our rental office located on-site at the Pyramid Condominium shortly after check-in to report that the property was not cleaned to his satisfaction. The person contracted to clean the property was present in the office with our staff at the time Mr. ****** came back to the office, and immediately accompanied Mr. ****** back to the unit to address the issues that were reported. We are sorry that the unit was not cleaned to Mr. ******' satisfaction upon arrival but pleased to know that the cleaner went back to the unit to immediately address his concerns. We have not received other complaints about the hot water at this property, however, it should be noted that these properties are equipped with apartment sized individual hot water heaters which could have contributed to the guest's reported issues. We realize the importance of providing our guests with the best units possible. We will gladly respond to any requests for repairs or additional cleaning to bring the properties up to our guest's expectations. Per the terms of the lodging agreement, we will work to address any issues reported as quickly as possible. As Mr. ******' concerns were immediately addressed, we are unable to provide a refund as requested. Sincerely, Chris ******** *********************** Coldwell Banker Vacations Consumer Response /* (3000, 7, 2021/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I agree with ***** housekeeping (contractor not a CB employee) did return immediately and vacuum the condo. Did someone from CB Bankers follow up no! What about the smell? The issue here is CB Vacation Rentals is advertising a condo that is clean, good condition, and has 2 full baths. The condo only had 1 full bath and a half shower that you had to turn sideways to enter, it was also full of rust, mold and filth as shown in the photos that I submitted. If the photos online provided a true picture of what this condo unit looked like, I would never have rented it. We have used CB Vacations Rentals for the past five years and have always been satisfied. Unfortunately, this is not the case this year. I feel the condo was falsely advertised, they didn't follow up with a staff employee so they have no idea of the condition of the condo and it appears they don't care by their responses. I feel I'm entitled to half of my money back since they falsely advertise this condo unit and didn't provide adequate service. Business Response /* (4000, 9, 2021/08/14) */ August 14, 2021 BBB of Greater Maryland 502 S. Sharp St. Ste. 1200 Baltimore, MD XXXXX-XXXX RE: Case # 36180718- *** ****** Dear Ms. ****: Thank you again for forwarding the complaint issue by Mr. ****** for his recent rental at Pyramid Condominium, unit 3H, located in Ocean City, MD. We are sorry that Mr. ****** was not satisfied with his accommodations, however, as indicated in our previous response, we did respond to his complaints on cleaning immediately by having the cleaner return to the property at his request. Please note that the properties we represent are privately owned, and they are equipped and maintained by the individual property owners. The property rented does have two full bathrooms as advertised, and as Mr. ****** indicates, one of the two bathrooms is equipped with a stand up shower. The photos of the property, which are available online and referenced by Mr. ******, do show the bathroom in question and the shower door. Additionally, the listing includes a virtual floor plan of the layout of the property, which provides additional detail on how this specific unit is laid out. As always, we are happy to answer any questions that guests may have when booking their reservation or prior to their arrival. Per the terms of the lodging agreement, paragraph 5g, the guest agreed to accept the property as is on arrival and is not entitled to a refund of rent. We are not able to provide Mr. ****** with the refund requested. Sincerely, Chris ******** *********************** Coldwell Banker Vacations Consumer Response /* (4200, 11, 2021/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately, I don't think Chris ******** is reading my compliant correctly. I do not have an issue with the layout of the condo that we rented. The issue that I have is that the condo was full of rust, mold and years of dirt that is not shown in the photos online. As Chris ******** stated, they are representatives of the property owners. Which leads me to believe that they are the ones who post of the photos of the rental units. When was the last time photos of Condo 3H were taken? Are the properties inspected each year to ensure what is posted online is truly what the renter will be getting? Again, if the photos that I took of Pyramid 3H were posted online, I would NEVER have rented that unit. Therefore, I was mislead and do not feel that the terms of the lodging agreement, paragraph 5g would even hold up in small claims court. I would be happy to discuss this via Zoom.

*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. ↩