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:07/31/2023

  Type:Customer Service 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:09/05/2022

  Type:Customer Service 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.

  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

  Date: 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

  Date:07/29/2022

  Type:Customer Service 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.

  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

  Date: 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

  Date:06/07/2022

  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.

  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

  Date: 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.