ComplaintsforRocky Coast Rentals, LLC

• Initial Complaint

  01/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed a 1 year contract with this company to rent out my 3 bedroom waterfront home in ************ for summer vacations, mostly of about one week. I stipulated very few rules, one of which was that due to all the valuables in my fully furnished property, they needed to see that renters locked the doors behind them. It turned out this requirement was ignored. On one occasion the property management owner left a door not only unlocked, but wide open following a cleaning. On two other occasions when I checked the house while no renters were there, I found the same thing. Meanwhile, Rocky Coast became incensed with me because I had entered my own property without 24-hour notice. No wording in our contract forbade the owner's access or mentioned giving notice. On the third occasion, at the end of the summer season, when they had rented my home to 3 male immigrant laborers for 45 days from Sept. 26 to Nov. 9, I went through the open door when no one was there (no cars, no answer to a knock) and locked the door and left a reminder note.Apparently to punish me, RCR stopped payment on the rental income check in the amount of $4,893.75 I had just received in advance for the 45 days! Three weeks later, on Nov. 8, they rewrote the invoice for 42 nights, making up a lie (as I knew, because the renters' vehicle was still parked out front on the 44th day, and the house was not cleaned until the 45th or 46th day). They claimed the tenants moved out early "frightened" by my "illegal" entry! The second check shorted me $351.25. They even had the nerve to deduct their own $25 stop payment fee!I wrote asking RCR to pay me the amount due, or send evidence of the shortened contract. Neither happened. I believe they did not act in good faith and I would like anyone considering doing business with this company to beware.

  

  Business response

  01/17/2023

  Homeowner contracted my agency to exclusively represent her home in the vacation and short-term rental market. Previously she had listed and managed it herself on VRBO platform.  She had indicated her knowledge of renting and the importance of cancelling her account on all outside platforms. We signed a contract in November of 2021 and prepared for the 2022 summer season.

  
  Come June we starting receiving double bookings finding out that she never cancelled her VRBO account.  Shortly after that she started staying at the house because she was acting in a local play.  Disregarding our contract and black out date requirements, she stayed for a few days a week in June and July making it impossible to rent during those times.

  
  Another requirement we made of her, was to remove a file cabinet filled with personal information including credit card numbers of her clients and she refused because the carpet was dirty under the file cabinet and would be an eyesore.  We moved the cabinet to protect the identities of those involved.

  
  One hot summer day I was there cleaning and I left the house to grab some supplies two miles down the road.  I did leave the rear deck door open with the screen shut.  She happened to come by saw it and addressed me.  This was the first time she confronted me with the door rule (to keep doors closed and only open windows 2 inches).  I quickly corrected my actions and noted her wishes in our guest guide.

  
  Shortly after that, she started entering the house when guests were renting to pick things up or water her plants. I had addressed her several times by email, text and voice to tell her she could not enter the house without a 24hour notice to my agency.  (see documentation) Her reply as you can see in the documentation was, Its not like I walked in on anyone unannounced.  There were no lights on and no vehicles She also reminded me that it was her house and she didnt need permission to grab something if needed.

  
  She continued to survey the house when we had 4 guests staying for 45 days.  They were working under contract for a local business.  These were business owners and professionals sought after for their skilled craft and she referred to them as immigrant laborers.  One time she walked in unannounced and left two sticky notes (see documentation) telling them to shut the doors.  One of those guests was downstairs sleeping and awaken by her illegal entry.  When I reminded her again her reply was its not like I opened any cupboards or went through their suitcases.(See documentation)

  
  I paid the homeowner early for the entire 45 days the above guests were staying.  Due to the erratic behavior of the homeowner not following the rules and violating tenant privacy I was forced to stop payment on that check not knowing what she was going to do next.  I immediately emailed her to let her know.  (See documentation) She responded with a threat for legal action.
  

  These guests left 4 days sooner than expected.  They found alternate housing for the remaining days of their contract.  Due to the nonsense, they were subjected to by the homeowner, I reimbursed them for three days. 

  The new invoice (see documentation) reflected their early departure. Homeowner was paid as promised for her services rendered.  I have no plans of paying her for days tenants were no longer there.  She was sent an email that described to her that cashing the final check would signify her understanding that my agency had cleaned the house, paid her all that was due,and terminated the contract. (See documentation)

  She continues to threaten me by text, email, and even here as you will see in her documentations final paragraph.  If she continues to rent, I hope that she removes any personal or expensive heirlooms that might be in the house and she brushes up on the Maine renting laws specifically Title 14 Access to Premises.

  In conclusion, the homeowner got upset with me because I didnt follow her rule, yet she didnt feel it was necessary to respect or follow our rules from the moment she signed the contract.  I would caution any business contractor or guests to be very vigilant of this self entitled women.       (more documentation in following submission)

  Customer response

  01/17/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  First of all, they owe me $315, so without it I cannot accept their response, in which Rocky Coast Rentals provided no EVIDENCE of the early vacating of the premises by the final renters. It was entirely THEIR choice to stop payment on my final check and deduct the $25 charge from payment due me. It was entirely THEIR CHOICE to repay those tenants for 3 days (and I was TOLD all along there were 3; now I find it was 4: just another example of their dishonesty with the facts.) Why should I lose revenue due to their choices? I don't believe my entry at the end of Sept. caused an early departure. They gave the lead tenant my phone number to call me and complain; instead, the gentleman THANKED me for leaving the note with a reminder to lock the door!
  

  Likewise, they complain that I did not follow their rules. But I can post the contract we signed and you will see that there was NOTHING in it forbidding me access to the premises whatsoever. I was in the house exactly 3 times all summer for a grand total of about 5 minutes, once to retrieve my late husband's ashes for interment, which I had NOTIFIED THEM IN ADVANCE I would be doing, and 2 other times to secure the house, which was left unlocked despite my repeated requests to make sure tenants locked it.

  As for the **** mess, that was ****'s fault, and certainly no more mine than Rocky Coast's, as I had followed their instructions to the letter. They received a large check on my behalf to compensate for the double bookings, and yet turned around and charged me $250 for their time on the **** even though I spent at least an equal amount of time on the phone trying to straighten out the conflict with ****.In the same June invoice they also penalized me $50 for an Airbnb cancellation fee. They also charged me $675 for one day of cleaning, even though they spent 90% of the time downstairs, where there is only 1 twin bedroom and 1/2 bath.  I earned roughly 40% less renting through them this year than I did on my own last year.  As for renting in June, that is LOW season in Maine, and most of the month their own husband/father was remodeling a bathroom. I stayed there only a few nights, mainly to do cleaning myself, or my bill from them would have been twice as large.
  

  It is my belief that my complaint should stand in order to warn other clients of what can go wrong with this outfit. I very much resent their characterization of the facts and of me. I have been a professional in a number of fields all my life, and never encountered this sort of treatment. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Ru

   

   

  

  Business response

  01/17/2023

  I have reviewed the homeowners rebuttal. 

  To my response, I will add that the lead tenant did not receive her phone number from **********, rather she left it on a sticky note as you will see on document #3 during one of her unexpected entries. 

  Also, I will verify that she did call me to set a time up to pick up her personal belongings. However, she disregarded that appointment and came two days early without notice; as you will see on the text message in original documentation #1.  The remaining points are simply gibberish which do not need attention.

  I appreciate BBB efforts in reviewing this issue and confirm my prior statement is factual and well supported. 

  Gratefully,

  *****

   

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