ComplaintsforShore Line Properties, Inc.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our stay at ** ***** **** **** in ****** ****** was disappointing and marred by several issues. We paid $5987.46 to Shoreline Properties for a week's stay, 7/1/2023 to 7/8/2023. The property had an ongoing ant infestation that was never resolved, making it uncomfortable to stay in the unit. Additionally, we encountered dirty couches that required professional cleaning, feces on the toilet seat, stained linens, dirty dishes, and numerous broken items throughout the rental. We had to clean the unit and then had to constantly interrupt our plans to deal with exterminators and maintenance teams. Despite these problems, Shoreline Properties only offered a partial refund of $250, which we believe is unfair considering the extent of the issues we faced. We have attached evidence in the form of pictures and videos of the ant infestation and other problems. Email communications are also available if needed. We hope for a better resolution and want to share our honest experience with other travelers.

  Business response

  08/06/2023

  We are never happy when a guest feels they didn’t get the service or the property they paid for. We always try our best to make the guests and the owners happy in the way we conduct our business. We do not own any properties that we rent and represent the owners in all rental transactions and do our
  best to make all parties happy.  ***** **** **** is a four-story townhouse with multiple balconies and bathrooms that sleeps 12 people. Every complaint this guest made we diligently provided services for them. Ants are a common problem in the summer in Ocean City, at times we see them in our homes and in our office. When this guest complained about the ants we responded by taking over ant traps and charge the owner for ant traps and service call of $49.00, when they complained  a second time we call a licensed exterminator at a cost of $150, when they complained about the  dining table light we sent over our maintenance man to show them it was cosmetic and he pulled on the stainless steel cable to show them it was very secure. But they were still unhappy, so we went to ******** and bought a new one for $90.07, then we had a licensed electrician install it for $80.00. When they complained about the sofa being dirty, we had them professionally cleaned for 190.80. When they complained about the cleaning we sent a cleaner back. During their stay they later asked for a refund, and after many calls to the owner the owner agreed to pay $250. When you add up what the owner spent for the repairs and even the light replacement which was totally unnecessary, the owner had already spent $409.87 and when you add the $250.00 refund it totals $659.87. I called the owner again to see if they wanted to consider any further rebate, they said they had done more than enough to correct any deficiencies the property might of had.

  (see attached bills alread spent on this guest)

  Customer response

  08/14/2023

  I appreciate the opportunity to clarify the basis for my $1000 refund request, taking into consideration the various factors that significantly detracted from the quality and enjoyment of our vacation.

  
  

  Firstly, the financial breakdown of our payment for the stay includes $4830 for rent, $551.46 for tax, a $336 processing fee, a $70 damage waiver fee, and a $200 ****** ****** registration fee, totaling $5987.46. The request is for a partial refund of approximately 16.7% of this total, which equates to $1000.
  
  Additionally, the financial compensation sought takes into account the following aspects:
  
  

  Ant Infestation Discomfort: The ant infestation issue was not only pervasive but also deeply distressing. Ants were found in our beds and on nightstands. One night an ant crawled across my mother’s face, waking her from her sleep. The ants permeated the living room floor and were also found crawling on the furniture, creating an uncomfortable and unsettling environment.
  
  Health and Safety: Beyond discomfort, the ant issue posed a health and safety risk, particularly for a few of our kids with allergies. This compromised our sense of well-being and contributed to our dissatisfaction. Adding to these concerns, the soiled sofa upholstery, blankets, linens, dishes and cookware created an environment that felt unsanitary.
  
  Couches and Dining Table Inaccessibility: The necessity to professionally clean the couches and the delayed repair of the dining table’s chandelier rendered these amenities inaccessible for a substantial portion of our vacation. As the rent was calculated at $690 per day, the value of the lost utility for these amenities contributes to the refund request.
  
  Disruption to Plans: The need for family members to wait at the rental on several different days to accommodate maintenance teams, exterminators, and an electrician greatly disrupted our daily plans. These disruptions led to missed opportunities to enjoy the ocean, pool, and bay, which we had eagerly looked forward to as a family.
  
  Communication and Coordination Impact: Coordinating with Shoreline Properties through phone calls and emails to report issues and schedule repairs further disrupted each day of our vacation and has even extended beyond its conclusion. This ongoing process took away from the relaxation and enjoyment we sought.
  
  Reputation of Unit: It's concerning to learn that this unit has been notorious for ant infestations, a fact we were not made aware of prior to booking. This knowledge would have undoubtedly influenced our decision to rent this property.
  
  Collectively, these aspects describe our vacation experience that fell significantly short of expectations. In light of the extensive financial investment and the compromised experiential components, the $1000 refund request is a reasonable and fair resolution. 
  

  
  

  Attached are photos and a video of some of the issues we encountered in this unit. 

  
  

  Business response

  08/21/2023

  Again we ar sorry you were uhappy with your stay at ****** ******. I have contacted the owner
  of that property again to see if they have reconsider and further refund. They have responded that they are not going to give any more refund than they already given. 

• Initial Complaint

  09/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Checked in Aug 20th to unit **** of ******** property. Immediately called to have cleaners come back as there were hairs in the tubs, toilets and sink in both bathrooms- was corrected immediately. During the check in it was also observed lots of damage. I contacted Shoreline properties again at 4:12pm where I reported the ceiling above stove falling apart, oven burners off, kitchen table broken, stained sofa, shower heads disconnected from wall, part of the counter was broken, pieces of the wall was coming apart amongst other holes and dirt. Maintenance was sent out and fixed table and glued counter piece back on. Later that evening the toilet overflowed and maintenance was called again- they showed up the next morning and said it was "normal" for the toilet to run because they are old and just "hold the handle down." We went to go to bed to find horrible mattresses that hung on the floor and were basically "springs with a sheet" along with burned holes in the blankets. On Monday morning- 8/22 I drove to Shoreline properties and spoke with a manager regarding the horrific condo. He said its "tough working with the cleaners none of them speak English and a blanket with a hole I can get you a new one." I said this was unacceptable and he was going to contact the owner to see what could be done for us. Asked if we wanted to stay longer for free because it wasn't rented and I said absolutely not- I don't want to be there now. I followed up daily with over 15 phone calls that week with no resolution. The manager pulled up the condo listing and compared to my pictures and said the client had their own photos done and were a new client to Shoreline properties. This was more than normal wear and tear and just needing updating. It was embarrasssing bringing my son and his girlfriend on this vacation/property and there was nothing we could do. No vacation property should be rented or take from my experience as this property and lack of management was horrible.

  Business response

  09/19/2022

  Business Response /* (1000, 5, 2022/09/11) */ I apologize that during your stay, you encountered a few problems. When you booked this property online, there were 22 photos of the interior of this property that adequately show the condition of the unit. When you called with concerns about the cleaning and maintenance issues, we sent our in-house people or maintenance from the building to address them. We did everything we could to make your stay more enjoyable. In your complaint, you failed to mention that we issued you a $200.00 refund one day before your departure. As you probably know, we do not own any of these properties, we represent private owners. We contacted the owner to see if they were willing to give you more than the $200.00 that you were already refunded, and I am sorry to report that the owner have not authorized us to honor your request for 1/2 back.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 7/16/22 we checked into ********************..after getting groceries we noticed the fridge was not cooling so we had to buy ice n I waited until the shoreline office opened at 9am on 7/17 to call and report it. The lady I spoke to told me to keep my receipts and I'd be reimbursed for the ice/inconvenience....once I reported it they sent a tech out to check, once he checked he left...I had to call the office back at almost 5 pm that day to see what was going on..the lady said no one would be there til Monday the next day...repairman comes looks at it n leaves days he has to get parts. Comes back later and supposedly fixes it but Tuesday morning it still was not working...called again to the office and they sent the repairman back out to finally fix it.....Thursday I get a text from the office saying he was coming to fix the fridge..I asked why because he had fixed it two days ago...7/23/22 we were checking out so I went to the office to speak with our agent...right at opening so no other customers around immediately she had no time to talk to me told me to fill out the rental card with issues and she would call me back in one to two days...it's been five...it's apparent she got my money and didn't care what happened next as long as she didn't have to deal with it. Poor customer service, condo owners beware I definitely wouldn't list your place with shoreline after this experience.

  Business response

  08/09/2022

  Business Response /* (1000, 6, 2022/08/02) */ Sorry for your troubles during your stay. We are at the mercy of the repair persons, and obtaining parts as quickly as possible. It is my understanding based on the workflow comments that the repair person was there on Monday to make the repair and the same tech went back on 07/21 to verify the repair was successful. Since your complaint we have contacted you directly and you have said you are happy with the financial refund made to you from the owner of that condo. Thank for your patience in addressing this issue.

• Initial Complaint

  06/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This was the worst condo I ever stayed I. Day 1 check in and had to pay 90 for 2 parking passes which wasn't explained I knew there was 1 few get I. Condo fridge and freezer didn't work none of the 3 tvs worked and the place was ready dirty . I've never been I. Such nasty place. Called office and told the. Of issues nothing happened that day. I ckex again the next morning cause the dishwasher flooded the kitchen. And waited hours for someone to show up I ended up cleaning it up myself most pe would want the people renting g of of them to be happy but not theses people they acted like we were a bother .I feel like they should have offered a little companion and gave us part of are Money back . I wi mot recommend this place to anyone ever. Very sad we didn't even enjoy are self at all. Bad business in my opinion.

  Business response

  06/21/2022

  Business Response /* (1000, 7, 2022/06/13) */ Sorry, you had some problems during your stay we always regret anytime a customer is not satisfied with their stay in Ocean City. We responded to all your issues as quickly as possible and according to my records we sent our maintenance man within an hour of being notified, and the appliance man made the repair on the refrigerator during the same day also within 2-3 hours of reporting. Regarding parking passes we disclose on your rental agreement there is a registration/parking fee on the first page of rental agreement. Normally when a guest is unhappy with the cleanness, we offer to send up a cleaner to do whatever is necessary to address the issues. We called the owner of that property and they thought they left it in good condition when they left. I have attached a letter from Ms. ******** rescinding her complaint.

• Initial Complaint

  08/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My family checked into one of the condos through shoreline properties on Saturday 8/21 after receiving a text message indicating the property was ready. It was not cleaned from the last renters and it was apparent many things were not cleaned for quite some time. It was disgusting and unsanitary. This was extra concerning due to Covid and having a young child. They offered to have someone come clean which they did but they only helped clean, and the cleaning wasn't adequate. It took over two and a half hours to clean the entire condo, loosing out on our first night completely. I was supposed to have a rental manager call me after I followed up about my concerns again on 8/23 and have yet to speak to a rental manager. Since I was never called back I left a note when I returned the keys on 8/28. I received a voicemail later that day but the manager still did not address my request to be refunded the cleaning fee and first night stay in. I have called back twice with no response again.

  Business response

  10/04/2021

  Business Response /* (1000, 7, 2021/09/13) */ We are sorry that you found the property not cleaned properly. Everyone knows cleaning condos in Ocean City is one of our biggest challenges to have the cleaner to put all their efforts into doing a good job. When you called us on 08/21 your check in day, we dispatched a second cleaner a mother and daughter cleaning team to reclean for you. They were there for you to clean the property to your satisfaction. We always keep cleaners on standby if a guest is not satisfied with the cleaning. The next morning, we did put a $50 credit back on your credit card which you did not mention in your complaint. According to our records the first cleaner did report that the property was cleaned 1:24 on 08/21 which they were paid for; then we had to pay the second cleaner to go back while you were there and they were paid again. According to our records the manager who was quarantined for covid during that time did call back but you never answered. After having the property cleaned again, we are giving you your one night back of $162.85 and the $50 which was credited to you on 08/22 which equals your nightly rate. We are sorry you found the property not properly cleaned on your arrival. We have had our worst year ever with the labor shortage to even find cleaners let alone good cleaners. Consumer Response /* (3000, 9, 2021/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Shoreline properties did attempt to refund me $50, but per my conversation with the rental manager on 8/31 (it took me from 8/21-8/31 and 7 phone call attempts to speak to her) I explained I had to replace the debit card they were trying to refund me the $50 on. The only time I received a call from the rental manager was on 8/28, the day we checked out, and I returned her call within two hours and called another three more times until she finally took my phone call on 8/31. She did indicate she was out sick for sometime when we spoke but none of the shoreline staff communicated that to me in the week I waited for a phone call back. I would think and hope that there would be a back up person to address manager needs/issues while she was out, but perhaps thats another staffing issue. I understand things happen but this should not have been my problem to deal with or solve. I paid for a service and that service did not occur. Cleaning services are extremely important when a different family is using a space each week and on top of that we are in a pandemic and things need to be sanitized. Not to mention you are going there for a vacation. The last thing you want to do is have to clean another person's home on vacation after driving 5 hours. Clearly they do have a problem with their cleaning staff and they seem to admit that openly, which was evident in the lack of cleanliness even after the cleaning people came back a "second time" to help us clean. My mother and I actually requested they drop off cleaning supplies and we would just clean the whole thing ourselves and they told us they couldn't because they didn't have staff to drop them off. That's when we accepted the cleaners who showed up unmasked and did a poor job of cleaning. They kept asking I check their work and I kept pointing things out and I got tired of pointing things out and told them we were good to leave and my mother and I finished our cleaning and re did their areas of cleaning. I am unhappy with the way the situation is being handled by Shoreline and I have found it unprofessional and frustrating. It's unfortunate they had to pay cleaners twice, as 90% of the condo was cleaned by my mother and I. When I spoke to the rental manager on 8/31 she offered me another $50 on top of the $50 cleaning fee. I was supposed to be sent a check for that additional $50 but never received one, so I am assuming one was never sent. During the conversation with the rental manager, I was firm I was requesting the first night and the cleaning fee to be refunded but she would not accept my request. I told her I would send her an email with pictures of the condo to show the magnitude of the uncleanliness and asked her to call me back after reviewing them to discuss how much I was being refunded again. I emailed her the pictures the same day and never received a phone call back still to this date 15 days later. I am still requesting the first night to be refunded AND the cleaning fee, as I found the condo uninhabitable and it took our whole night (two and a half hours) to clean the unit. I also want to note that I am disappointed that they lied in their response stating "you never called back." All I did was call back multiple times because I kept being told the rental manager was not available and messages were taken but I did not receive calls back. Lastly, I received an email from Shoreline Properties today indicating a refund for $162.85 per their response to this complaint but they are trying to refund it to my old debit card AGAIN that I no longer have. If only they would have actually called me back this wouldn't have to be the headache and complaint it has turned into. Business Response /* (4000, 12, 2021/09/16) */ Sorry this is taking so much effort to resolve. I have spoken our bookkeeper and there is no way we can reverse your refund. You will have to call the bank that handles your debit card account and they should be able to put the money into your account or make a new account with a new debit card for the refund amount or just write you a check for that amount. I hope they can take care of this for you. Thanks for your patience. Consumer Response /* (4200, 14, 2021/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the acknowledgment of making this situation more difficult for me then it already was but the last response made no note of my proposed resolution which was $50 more, as I asked for both the cleaning fee and first night refunded to me. Please do not refund anything else to my old debit card. A check in the mail would be ideal. Business Response /* (4000, 18, 2021/09/30) */ I've been out of town for a few days but I have called the bookkeeper to refund you the $50 as requested. We will send you check to you by postal service on 09/30 or 10/01 if the mail has not already left the office. Thanks for patience. Consumer Response /* (2000, 20, 2021/10/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the resolution of receiving a check for $50 more.

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