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:02/06/2025

  Type:Facilities 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.

  Advertised as a locked gate community. However, black iron gate at entrance to community was not operable the entire stay. 1/17 Requested Manager ****** ****** return my phone call request with a call regarding the state of the property. No reply to date1/18 Requested Manager ****** Rushinreturn my phone call request with a call regarding the state of the property. No reply to date 1/18 via phone call and text with ***** at CCR I requested a different property for the night with working amenities such as a hot tub for our last nights stay. He stated nothing was available. 1/19 The previous night we dined at **********. Other guests dining overhead our conversation and suggested we work with the owners whom one knew of. So on 1/19 Requested via email Owners **** and or ***** reply regarding the state of the property. No reply to date. Equipment and advertised amenities were not in working order. text and phone call on 1/17 and 1/18. Unbeknownst to us, Carolina Cabin Rentals was aware of the issue with the hot tub not working as well as the main television in the house not working. *** went through the motions of mentioning they would send out a maintence tech to look at the issue. When the maintence tech arrived in person on 1/18 he was confused that he was called out at the hot tub had been broken for an extended time as they were still waiting for a part to fix the hot tub that was on back order. In addition to this, the maintence tech joked that the main downstairs television was working ~ as long as we didnt mind watch the ONE channel that the TV was set to. It would not change to any channel. tried to connect the upstairs TV to the cabin WIFI so we could access it but that failed as well. no board games, the red felt of pool table was dirty and looked like it had mold on it. The residence is in *** need of a deep clean. The microwave wasnt even clean. The walls need painting and dry wall repair. The air filters are filthy.

  Business Response

  Date: 02/11/2025

  Hi there.

  Our reservations manager worked with Mrs. ****** and refunded as much as he determined was reasonable given circumstances.  

  There were some minor issues.  A remote didn't work, which limited channels to a peripheral TV (not the main one), and we had a glitch which caused Mrs. ****** to not get a notification of a broken amenity (the hot tub).

  We are disappointed that we didn't deliver our normal level of service.  That is why a refund of $757.65 was processed at the time of the reservation.  

  An additional refund of $539 was processed today as a gesture of good will.  

  Thank you.  

  Customer Answer

  Date: 02/20/2025

   I am rejecting this response because:  

   

  Good morning *******, 

   

  My request to reopen the complaint due to the additional false allegation of a glitch from Carolina Cabin to BBB in response to my first complaint. 

   

  We request that you at BBB serve our ************ in shedding light on the lack of integrity displayed continuously by Carolina Cabins. 

   

  There was no glitch as CCR stated in their response to you.  

   

  As provided in the screen shot below the Carolina Cabins Staff went to lengths to cover the broken hot tub issue even directing us via text to watch a ******* to correct a problem.  We stood outside trying to trouble shoot this issue as Carolina Cabins directed us even when they knew there was no fix as the request for a new part had been made week prior to our arrival. 

   

  The partial payment they made shows even more extensively who you are working with at Carolina Cabins.  There should be a negative impact for them in lost revenue so that the owners are forced to review this situation, thereby your protection of our North Carolina community and guests moving forward 

   

  We request the full amount repaid in addition to your feedback on how we can reduce the ratings of this company so others are properly notified of the lack of professionalism and business integrity prospective customers might receive. 

   

  Please note the Biblical reference on their marketing ~ not only do their actions not reflect their words, Carolina Cabin is one more flawed company to reference the Bible without actions to substantiate what they state they stand for.  And - still no response from the owners as previously requested. 

  
  
  
  

  Business Response

  Date: 02/26/2025

  Again, the glitch was that our normal process to notify customers of a malfunctioning amenity did not happen for Mrs. ****** because of a glitch in our processes.  She has been refunded almost $1,300.  That is over 40% of the total after she and her family stayed for the full reservation.  We have hosted 5 subsequent guests at Overlook Pointe, who were satisfied.  The hot tub has been repaired.  

  Customer Answer

  Date: 02/27/2025

   I am rejecting this response because:

  The continued conversation re Glitch is a simply continued effort by Carolina Cabins to extend their blatant lie to BBB.  This was a known issue as stated by the maintence tech and reaffirmed by ** in written email. The screen shots below show the text correspondence from CC trying to have us trouble shoot the hot tub issue.  This was a known issue, and with all of the emails going back and forth prior to this date of arrival in addition to the texts throughout our stay, there was ample time to be forthright about the issue and find a early resolution.  CC does not deserve the A+ rating from BBB.  That rating should be reevaluated and I request to leave an updated review against CC on the BBB website since CC has indicated they will not complete the final payment as originally requested.  The partial payment is not accepted 

   

  
  

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair 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.

  Subject: Complaint Against Carolina Cabin Rentals (CCR) Regarding Unauthorized Work and Unfair Business Practices On November 13, 2024, we notified Carolina Cabin Rentals (CCR) of unauthorized work carried out on our property without prior consent, two days before the ***** *****. We have a contract with *** for short-term rental management, and their actions have raised concerns about their handling of our property and finances.Earlier this year, a small leak (less than half a cup of water) occurred in our home due to a minor issue with the stone chimney. We addressed it over the summer with a local Blowing Rock contractor and got a quote for $105 to extend the repair in the future. *** received a report from a renter about the leak at some point, and under our contract, they can perform emergency repairs over $400 without approval. They claimed to have "removed water" and placed a tarp on the chimney for $1641.51.Our concerns grew when we discovered that our personal generator, stored in a private locked area, had been removed without our knowledge. Upon visiting the property, we found it in the yard, and the garage door had been unwinterized. When I asked **** *****, a manager at ***, about this, he became defensive, and terminated our relationship.After switching to a competing company, we received our rental payouts for October and November but were shorted $1,641.51the amount CCR claimed to have spent on the tarp and "water removal" work. Mr. ***** informed us of this in an email on 11/13/2024 for the 1st time. We have requested a written explanation, before-and-after photos, and a warranty for the work, but have received no response on that matter. They did respond with a copy of the agreement.We believe *** has engaged in unfair business practices, including price gouging and taking advantage of a non-emergency situation using the storm as an excuse to grossly overcharge us. Reviews from other customers show a pattern of similar issues.

  Business Response

  Date: 12/06/2024

  The following email was sent to the Carrolls after they sent a letter complaining about the cost of storm preparation, which is listed as the Agent's responsibility in the property management agreement they signed (attached to this reply, sections 6 and 7 of the ** agreement being specifically relevant): 
  

  <email>

  Byron, Christine, 
  
  We received your letter.  Thank you for communicating your concern.  We disagree with your categorization of our actions as breach of agreement because our actions were taken in accordance with our contractual agreement.  I attached the signed agreement for your reference.  For your convenience, the pertinent sections are included in the body of this email.  
  
  The property management agreement you signed has a provision for expenses authorized without notification if those expenses are a result of work deemed necessary to preserve the property or to prevent further damage from occurring.  See the text from section 6 of the property management agreement (Authority and Responsibilities of Agent) below: 
  
  (i) Make or cause to be made any repairs which, in Agent's opinion, may be necessary to preserve, maintain and protect the
  property, and retain such amounts from Owner's rental proceeds as may be necessary from time to time to establish a
  maintenance fund account on behalf ofOwner in the amount of one hundred dollars and no cents ($ 100.00) ; provided.
  Agent may not make any repairs that exceed live hundred dollars and no cents ($ 500.00) without prior approval of
  Owner, except that in the case ofan emergency, Agent may, without prior approval, make whatever expenditures on behalf
  of Owner that are reasonably necessary to preserve the Property or prevent further damage from occurring
  
  After heavy rains associated with a front that moved through our area, and before hurricane ******, our team cleaned up water from a leak around or through your chimney.  With the hurricane forecast a certainty, and with water intrusion from a less severe event, it is reasonable to take emergency actions to try to protect your property.  The work was arranged, with time being of the essence, with your best interests in mind, and performed under authority you granted in your acceptance of the property management agreement.  
  
  The cost of this work was accounted for on your October statement in accordance with the section of the property management agreement in which you accepted responsibility to reimburse your property manager for such expenses.  See section 7 of the property management agreement (Responsibilities of the owner) below: 
  
  (a) Advance to Agent such sums as may be necessary from time to time to cover the costs of repairing the Property and
  maintaining it in accordance with the requirements of the VRA and any other applicable laws and regulations, as well as
  the requirements oftenants' leases;
  ( b ) Reimburse Agent for any expense actually incurred by Agent in managing the Property plus a 10% mark-up, including but
  not limited to the cost of storm preparation and clean-up, emergency maintenance and repairs, utilities, property taxes,
  owners' association dues and assessments, court costs, and attorney's fees 
  
  The agreement was terminated before rental revenue from departures could cover the cost of the work.  You did not reply to ****** notice of money owed.  So the money owed to a 3rd party vendor was withheld from advance payment in the trust account before funds were transferred to BRMR.  This action is in compliance with section 42A-16.  (Advance payments uses) of the ** Vacation Rental Act.  See below: 
  
  (a) A landlord or real estate broker shall not disburse prior to the occupancy of the property by the tenant an amount greater than fifty percent (50%) of the total rent except as permitted pursuant to this subsection. A landlord or real estate broker may disburse prior to the occupancy of the property by the tenant any fees owed to third parties
  
  We are a principled operation motivated to behave ethically.  So if you are aware of contractual or legal constraints that are not compatible with our actions, please reply with specifics related to your assertion.  With relevant information that contradicts our stance, we will reconsider the appropriateness of our actions, and will reply based on the merits of the information provided.  
  
  All this said, it is important to acknowledge that all of this occurred during and in the immediate aftermath of a natural disaster, which devastated our area and severely limited what could be reasonably expected in the performance of responsibilities.  This is an explanation for the length of time it took to communicate.  You were made aware on your October statement, and subsequently by email from ****. 
  <email/>
  

  It is important to note that CCR earned a 10% markup (as provided for in the ** contract)  as a result of the work performed in an attempt to prepare the house for the arrival of Hurricane ******.  The remainder of the charge was paid to a 3rd party contractor.  If it would help with the dispute, I'd be happy to return 10% of this amount.  
  

  Customer Answer

  Date: 12/06/2024

  Subject: Response to Carolina Cabin Rental's (CCR) Statement
  
  I am rejecting the response provided by *** for the following reasons:
  
  No Emergency on September 25th
  There was no emergency on September 25th when *** authorized and performed work on our property. Weather conditions on that day were mild, with temperatures in the 60s and partly cloudy skies, leaving a full 48 hours to consult with us before authorizing work of this magnitude. The emergency did not occur until two days later, on September 27th and was out of the Blowing Rock area. This delay clearly indicates that the work performed on the 25th was not urgent and did not meet the criteria for emergency repairs under our contract and we were not contacted.
  
  Excessive Charges for Minor Work
  We were charged $1,641.51 for chimney repairs, which we believe to be excessive. Our experts, who have inspected the chimney, provided an estimate of only $110 for the necessary repairs. Furthermore, we have not received sufficient documentation to justify this charge, including before-and-after photos, a detailed invoice, or a warranty for the work performed. The lack of such documentation raises serious doubts about the legitimacy of the charges and the quality of the work done.
  
  Unauthorized Removal of Personal Property
  The removal of our personal generator and unwinterized garage door without our consent is a serious violation of property rights. Although no other property was taken, removing these items without authorization is unacceptable, and CCR has not provided any justification for this action. We view this as a clear breach of trust and an example of poor business practices.
  
  Failure to Communicate and Provide Documentation
  CCR has failed to provide us with adequate documentation for the work performed. We have not received before-and-after photos, a detailed bill, or a warranty for the chimney work. Additionally, we were not informed of the installation of a $1,650 tarp on the roof until the work was completed and rental funds were processed. This lack of transparency suggests that the charges were inflated and that CCR is attempting to cover up poor practices.
  
  Misuse of Emergency Work Clause
  While our contract does allow *** to perform emergency repairs without prior approval, it is clear that the work performed on September 25th was not an emergency. The leak was minor, and the work done (such as putting up a tarp and removing water) could have easily been handled with proper communication and approval. We believe the charges are unjustifiable and were not in line with the actual scope of work required.
  
  In conclusion, CCRs failure to provide proper documentation, their unauthorized removal of property, and the questionable charges for minimal work have led us to believe that we have been unfairly overcharged. We are prepared to present our experts testimony in court regarding the roof's condition and the appropriateness of the work performed.
  
  We respectfully request that the Better Business Bureau take these factors into account when reviewing this case.
  

  Business Response

  Date: 12/19/2024

  The following email was sent directly to the Carrolls today: 
  
  Byron, Christine,
  
  
  I don't think there is any ambiguity here as to whether we behaved ethically.  I think it is very clear we have.  And it is supported by the circumstances and the contract.  
  
  
  I'm disappointed that you're displeased.  Please know that you had our best effort to serve you, and all decisions we made were with your best interests in mind.  If you are displeased with how we performed, your remedy is to fire us.  Which you have.    
  
  
  Your statement accounted for charges totalling $1,685.71.    I'm assuming the $1,641.51 you said in this email was a typo.  
  
  
  Here is the statement with the accounting of charges pasted below: 
  
  
  
  
  That said, the amount withheld from the transferred reservations was $1,337.94 for the following charges: 
  
  
  
  
  RM.R PM  $       (133.44)
  Chimney  $   (1,072.50)
  Lawn care  $       (132.00)
  
  
  As described in my original email dated November 14, we only withheld funds to pay for services rendered by 3rd party vendors.  The additional charges were due to Carolina Cabin Rentals.  So funds were not withheld prior to occupancy to cover those charges.  We have accounted for the $347.77 difference as a loss.
  
  
  You asked about additional information about the $1,641.51 bill.  There was no bill of that amount.  But I think your main concern is the chimney tarp we arranged in an effort to protect your property from Hurricane ******.  That was a $975 charge from Catawba Valley Builders to address a leak around your chimney.  We were very concerned about impending damage to your house if the leak was not addressed before Hurricane ******.  The reason for the high price was because time was of the essence.  Successfully getting it done immediately costs more.  The storm was a certainty.  We were working to prepare 400 houses for the storm.  Our other clients were pleased with similar action we took on their behalf to protect their property.  We had no reason to think you would not be pleased too.  Given the volume of work and the impending storm, what seems like ample time to you, as you evaluate our actions after the fact, was an overwhelming period of time as we experienced it.  We took these actions during what we considered an emergency timeframe.  
  
  
  I have already covered the specific allowance for decisions to be made in the interest of protecting the property in a separate email dated December 3.  But the language of the contract specifically assigns the authority for decision-making to the property manager.  Read the language here: 
  
  
  Under Authority and Responsibilities of the agent:
  
  
  "Make or cause to be made any repairs which, in Agent's opinion, may be necessary to preserve, maintain and protect the property"
  and
  "Agent may, without prior approval, make whatever expenditures on behalf of Owner that are reasonably necessary to preserve the Property or prevent further damage from occurring"
  
  
  Under Responsibilities of the Owner: 
  
  
  "Reimburse Agent for any expense actually incurred by Agent in managing the Property plus a 10% mark-lip, including but not limited to the cost of storm preparation and clean-up"
  
  
  It is our point of view that you are not upholding responsibilities you contractually accepted when you refuse to reimburse us for expenses we incurred for the cost of storm preparation and clean-up.  
  
  
  In the interest of amicable resolution, I am willing to send a check to you for $97.50 as a gesture of good will.  That is the amount we earned with the 10% mark-up for the cost to install the tarp.  The rest was paid to the 3rd party vendor for service rendered.  See accounting for that here: 
  
  
  
  
  
  
  You asked for detailed documentation that we did not get as we were in an urgent situation.  But see below for pictures of your fireplace area BEFORE 20 inches of rain from ******.  That volume of rain exposes any roof vulnerability and, in our professional opinion, would have resulted in significant flooding and damage had we not taken urgent action.  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Again, I'm terribly disappointed that you're displeased. 
  
  
  Please let me know if you would like me to send a check to refund the 10% we made on the chimney repair.  
  
  
  Thank you. 
  
  

  Customer Answer

  Date: 01/13/2025

   I am rejecting this response because:  

  Date: 1-8-2025

  Better Business Bureau

  Subject: Rejection of Statements from Carolina Cabin Rentals

  Dear ****************** am writing to formally reject the claims made by Carolina Cabin Rentals, as detailed in my complaint against them. Specifically, I am disputing the $1,500 fee for a tarp installation on the chimney, which I believe to be both unethical and an act of price gouging.

  The charges for this service are exorbitant, considering that the actual work involved the use of a silicone tube and a tarp, with a total material cost of no more than $300.00 as it was done before the ***** ******. The work itself was completed in less than an hour by Catawba Valley Builder, whom Carolina Cabin Rentals hired without informing me or seeking my approval.

  This unexpected and unwarranted charge was only brought to my attention 45 days after the "work" had been completed. Had I known about the charges upfront, I would have never authorized such an expense. Moreover, the fee was deducted directly from my rental proceeds without prior consent, which I believe is a violation of fair business practices.

  It is clear that Carolina Cabin Rentals took advantage of a storm situation to overcharge for a simple and inexpensive service. I find this to be an egregious act of price gouging, and I reject the charges in full. I request that this issue be investigated and the amount charged be reversed.

  I know the Better Business Bureau takes this matter seriously and has helped resolve this but there is no other solution besides court .  Members of the media,  please do not hesitate to contact me should you require any further details or documentation.  This would unfortunately make a good consumer protection story.

  Thank you for your attention to this matter.

  With Respect,

   

  ***** *******

  
  
  
  

• Initial Complaint

  Date:11/29/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We rented both cabins at Lodges at *********** November 21st - 30th ******* soon as we were unpacked the issues began! The Dishwasher was full of nasty molded dishes and the door seal was wrapped around the spray arm. After waiting 2 days, we repaired it and washed someone else's nasty dishes. We found a half eaten bowl of catfood, 4 vases of dead flowers, busted out screen, shower drain not draining, 1 shower head not working, sliding door screen falling off, broken chair with splinters, broken receptacle with exposed wires, broken switch plate that cut 2 of us turning on the light, floor lamp broken and will not stand up, large pet stain on LR rug, and ice maker stopped working and no one ever came to check on it. Worst of all, 2 nights into our stay while sitting at the kitchen table we heard scratching and noises in the ceiling/ vent system. We contacted *** and multiple people came out however nothing was done about the problem. We were told by each individual that it was probably just a ground or flying squirrel that was nesting to get out of the cold and that it wouldn't hurt us. We were also told that they couldn't set a trap and the only thing to do was "wait for it to die and locate it by smell". Not to mention the fact that f**** and urine were dropping through the ceiling into the same room we were eating in. We attempted to speak with a manager but were told each time that "they weren't available". After calling, emailing, and texting we were never once contacted by a manager to address these issues. We are long time vacationers of the area and have always rented and had great experiences with ********************************* Rentals. But we found this beautiful property and decided to give *** a try hoping it would be just as great, however we will NEVER rent from *** again. The lack of customer service in addressing these issues especially when it comes to something that is harmful to our health is unacceptable and shouldn't have to be tolerated!

  Business Response

  Date: 12/06/2024

  ***** had a number of minor issues that were most likely related to logistics and staffing issues we have experienced since the effects of Hurricane ****** on our business.  Her ticket is still open and she can expect a call from a manager soon.  Her request for a full refund is unreasonable.  

  A timeline of her service ticket is included below: 

  
  
  
  Date Time ticket Notes
  21-Nov 5:17 PM ****** Customer called asking for a call back
  *********** PM ****** ***** returned the call and was told by customer that the dishwasher had dirty dishes in it, a gasket had detached, and that the front porch screen was busted (likely from Hurricane ******)
  21-Nov 6:34 PM ****** From 5:30 - 6:30 I speculate the guest went through the whole house to identify everything she could find to make her case.  Sent many pictures to report complaints. 
  22-Nov 9:49 AM ****** Maintenance coordinator reported that availability of staff was dedicated to other more pressing issues but that we'd get to this asap
  22-Nov 1:38 PM ****** Maintenance coordinator chose to service houses with check ins (house prep for arrivals for turnovers) 
  22-Nov 7:26 PM ****** Due to snow, we were unable to get availability for this customer's issues.  
  *********** PM ****** We informed the customer we had to postpone the service visit to asap
  23-Nov 9:44 AM ****** Maintenance coordinator reported that this was on the list for the day.  Would get someont out asap, but that there were many inspections and other issues. 
  23-Nov 7:13 PM ****** ***** ****** made it to the house to investigate.  Reported: "everything is good, spoke with ***** ******** there is one lingering issue, a broken outlet cover upstairs bedroom, guests are fine with us coming by Monday or Tuesday to replace it, super nice people"
  24-Nov 7:26 PM ****** Customer reported hearing animal noises
  24-Nov 8:12 PM ****** Maintenance coordinator reported that staff were engaged with other issues and this would have to wait until tomorrow
  25-Nov 10:08 AM ****** Customer asked if we could let her know an ETA once we have one about the critter in the ductwork
  25-Nov 11:29 AM ****** *** ******* (HVAC specialist) scheduled to investigate
  25-Nov 2:26 PM ****** Joy reported he could not find any critters
  25-Nov 2:40 PM ****** Customer was called.  We left a voicemail explaining we tried, but could not find the critter she reported. 
  25-Nov 6:18 PM ****** reported low shower pressure
  25-Nov 6:37 PM ****** CCR agent replied asking to identify which shower had low pressure
  25-Nov 7:26 PM ****** Customer replied which bathroom it was
  *********** PM ****** Customer reported that husband cleaned out shower head and it was working
  26-Nov 9:38 AM ****** Customer called to report the ice maker malfunctioned
  26-Nov 9:52 AM ****** Customer reported hearing an animal in the walls
  26-Nov 1:41 PM ****** **** reported an ETA of 2:00 PM to investigate the maintenance issues
  26-Nov 3:46 PM ****** **** could not find how pest was getting in.  
  26-Nov 3:58 PM ****** Pest control company with the contract at the house was contacted and scheduled for next day.  Asked for a member of the groupe to be present to help locate the critter. Notified customer.  No reply. 
  *********** PM ****** We had not heard from pest control or from customer.  So we reached out.  Was told the pest control provider had a scheduling hiccup and was unable to visit.  Rescheduled for 
  28-Nov 8:54 PM ****** Customer reported that pest control did come.  Then reporeted that nobody came to investigate water pressure or ice maker, though our records show that **** did go to the house.  Perhaps they let the animal distract them. 
  29-Nov 11:48 AM ****** asked for a manager to call them
  29-Nov 12:29 PM ****** Customer requested a call from a manager
  29-Nov 1:31 PM ****** ******** (Manager of the day) contacted maintenance for details.  Was told that two of our maintenance men AND pest control all reported that they looked for and did not find a critter. 
  29-Nov 3:22 PM ****** Customer asked for a call from a manager 
  
  I expect this to be handled over the phone as soon as our guest service manager is able to get in touch with her.  

  Customer Answer

  Date: 12/08/2024

   I am rejecting this response because:
  After viewing the response from Carolina Cabin Rentals, Inc., I would like to address a few of the statements they provided. In response to the first comment stating I had a number of minor issues likely related to logistics and staffing issues from Hurricane ******, I would like to make mention that for weeks prior to confirming our reservation I sent several emails and was in communication with Carolina Cabin Rentals regarding this exact concern. I was told multiple times that the home was "rental ready" in regards to Hurricane ******. I was actually being proactive in addressing my concerns regarding any issues relating to the hurricane seeing as how we did not want to spend almost 10K on a house that could potentially have problems. During none of these correspondences was I made aware of any "logistics or staffing issues".  
  
  
  In regards to the statement that my ticket is still open and I can expect a call soon is beyond unprofessional. I have asked for and been waiting on a call from a manager since November 29th and as of today it has been 9 days and I still have not received any response. At this point I will not refuse a call from Carolina Cabin Rentals, Inc. however, I will continue to communicate my concerns through the BBB. As for the mention of a full refund being unreasonable, I agree with this statement. I have never requested a full refund and would never make such a request. When I submitted my complaint through the BBB what I requested was a payment amendment/adjustment. This information should be available on my submission. 
  
  
  Next, I would like to address some discrepancies within the Ticket Notes in their response. In regards to Carolina Cabin Rentals, Inc. "21-Nov 6:34 PM ****** From 5:30 - 6:30 I speculate the guest went through the whole house to identify everything she could find to make her case.  Sent many pictures to report complaints" this is a standard practice we have always done regardless of any rental company we choose. We like to do a walk through upon arrival to make sure the house is in good shape, clean, free of damage etc,. As for the pictures we do document how the home looks when we arrive and how it looks when we leave as a courtesy to show the rental company if there might be anything of concern prior to renting the house again. This is not something done out of spite or malice but in an effort to be proactive in making sure the rentals are safe and ready for future renters. 
  
  
  Regarding the comments of "22-Nov 9:49 AM ****** Maintenance coordinator reported that availability of staff was dedicated to other more pressing issues but that we'd get to this asap
  22-Nov 1:38 PM ****** Maintenance coordinator chose to service houses with check ins (house prep for arrivals for turnovers) 
  22-Nov 7:26 PM ****** Due to snow, we were unable to get availability for this customer's issues" we understand there are certain things that take precedence over others but this is blatant unprofessionalism. You are documenting that you chose to service houses without guests in them over servicing guests that had just arrived to multiple issues. And being told that you were attending to more pressing matters when any issue with a rental you provide should be a pressing matter speaks to said unprofessionalism. We are aware that the snow caused an issue with getting to the rental cabin and fully understand that there would be a delay in response, however once the roads were drivable, and all throughout our stay, we still had issues with getting anything accomplished.
  
  
  As for the statement of "23-Nov 7:13 PM ****** ***** ****** made it to the house to investigate.  Reported: "everything is good, spoke with ***** ******** there is one lingering issue, a broken outlet cover upstairs bedroom, guests are fine with us coming by Monday or Tuesday to replace it, super nice people", as of the day we departed no one had come out to replace this. There was also an outlet cover in the master bathroom that was shown to and notated by maintenance that was broken and cut mine and my husband's hand. My husband ended up fixing this issue so no one would be cut again. 
  
  
  In response to what we believe to be the biggest issue of this trip, we contacted Carolina Cabin Rentals, Inc. multiple times regarding this matter.
  24-Nov 7:26 PM ****** Customer reported hearing animal noises, 24-Nov 8:12 PM ****** Maintenance coordinator reported that staff were engaged with other issues and this would have to wait until tomorrow, 25-Nov 10:08 AM ****** Customer asked if we could let her know an ETA once we have one about the critter in the ductwork, 25-Nov 11:29 AM ****** *** ******* (HVAC specialist) scheduled to investigate
  25-Nov 2:26 PM ****** Joy reported he could not find any critters, 26-Nov 9:52 AM ****** Customer reported hearing an animal in the walls,
  26-Nov 1:41 PM ****** **** reported an ETA of 2:00 PM to investigate the maintenance issues, 26-Nov 3:46 PM ****** **** could not find how pest was getting in. 26-Nov 3:58 PM ****** Pest control company with the contract at the house was contacted and scheduled for next day.  Asked for a member of the groupe to be present to help locate the critter. Notified customer.  No reply. *********** PM ****** We had not heard from pest control or from customer.  So we reached out.  Was told the pest control provider had a scheduling hiccup and was unable to visit.  Rescheduled for 28-Nov 8:54 PM ****** Customer reported that pest control did come.  
  First I would like to mention that upon arrival, after coming across the first of the issues I stated to Carolina Cabin ************* that any further communication was to be through text and phone call because I do not have email on my phone. I did later receive an email regarding pest control coming out on 26- Nov at 5:20 pm but again I specifically requested that they text or call which is why there was no response. Another email was sent on 27-Nov regarding the scheduling hiccup but the email was missed again. I responded on 28-Nov that even though Carolina Cabin *********** stated pest control would be out on Friday that they had already come the day before (Wednesday 27-Nov). 
  As for no one locating the animal, we requested a trap to be set but one never was. My husband took each individual outside to show them what he believed to be the point of entry and where we heard the noises from each night. (there was an opening in the roof where the tin joins the eve of the house, there were 2 open PVC vents behind the fireplace with no screens on them).  Other than doing a walk through and looking with flashlights nothing was done to attempt to catch the animal. All we were told was that they couldn't find it and not to worry because they didn't think it could get into the house. We were also told by pest control that unless the animal died and we smelled it then they could not locate it. Meanwhile we were dealing with scratching noises and f**** dropping through the cracks in the ceiling into the kitchen/dining area where we were trying to eat and socialize each day. 
  And lastly, in response to 28-Nov 8:54 PM ****** Then reported that nobody came to investigate water pressure or ice maker, though our records show that **** did go to the house.  Perhaps they let the animal distract them, when **** arrived he stated he was there regarding the animal issue and did address this as far as looking for the point of entry etc but he made no mention of nor did he address the other concerns we were having. 
  
  
  One other thing I would like to address, we as a family were on vacation to relax and enjoy our time in the mountains. Due to the negligence of Carolina Cabin Rentals, Inc. my husband ultimately became the handyman. He is the one that repaired the dishwasher, fixed the light switch cover, fixed the shower head, searched for the animal in the house and cleaned up the f**** falling from the ceiling etc.
  
  We have never had a negative interaction with a rental company like we've had with Carolina Cabin Rentals, Inc. We spend a lot of money every year between booking a cabin, shopping, visiting local attractions etc to be made to feel like a burden or an afterthought. I hope no one else has or will have the experience with this unprofessionalism and disrespect we've dealt with through this establishment. Per the reviews we've come across after the fact, and all the negative feedback from others' experiences we only hope to save future guests the hassle we have been through. We are seeking a refund of $3,000.00.
  
  
  Thank you,
  ***** McKenzie 

  
  

  Business Response

  Date: 12/09/2024

  Our manager discussed the situation with the Mckenzies today.  This situation is resolved.  Thank you for the communication and good will.  

   

  Customer Answer

  Date: 12/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:11/27/2024

  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.

  I booked a Cabin on 9/8/2024 to enjoy a Christmas vacation with my children and another family for the first week of December. I also bought travel insurance via ****** through the company that Carolina Cabin uses and recommended. On October 4th after seeing the devastation that Hurricane ****** caused I called to cancel my reservation as the area sustained too much damage. They were no longer conducting rescue missions but searching for bodies. I contacted the main line and was instructed that since I had travel insurance I would need to contact them. I called RedSky and was told that since I was calling too "early" as the damage had to be sustained within 30 days of my stay they would not honor it. I ended up having to dispute this with my credit card and I am STILL waiting on getting my money back. I have had to call numerous times and have chains of emails back and forth trying to handle this. I received a voicemail from the Carolina Cabins stating that the cabin did in fact sustain damage and they have still NOT processed my refund. BEWARE!!!!! I have spent more time fighting to get my money back almost $1,200 than I did trying to plan a nice vacation for my family. I have had my funds held up and been given the run around for almost 2 months. This is ridiculous and I will NEVER book with this company again I would NOT recommend them to anyone after this horrible experience.

  Customer Answer

  Date: 12/02/2024

  Hi *******, I just got your voicemail.

   

  I have been trying to get my money back from ******** cabins for two months now.

   

  I spoke with the credit card company again, and apparently the Carolina cabins just continues to send the contract which is not the concern.

   

  The concern is the voicemail. They left stating that there was damage to the cabin and it was unable to be utilized, and they were also supposed to process a refund several times and have yet to do this.

   

  What they are telling me is not what they are relaying to the credit card company, which is why the dispute kept getting denied.

   

  Now that I know how to submit this additional information I shouldnt have any problem according to my credit card company.  Previously, there was no way to attach a voicemail, but I have figured out how to do that now.

   

  I will send over the recordings and Im attaching the pictures of the voicemail here.

   

  Let me know if you need any additional documents. Thank you for your time.

   

  ******* Altman 

  Business Response

  Date: 12/06/2024

  ******* ******, 
  ******* ****, 
  
  I think it's important to note that our area was affected by Hurricane ******, which caused a lot of communication issues for us.  Members of our team, whose residences were not affected, worked very hard for long hours for weeks.  Due to the volume and limited available staffing as a result of a natural disaster, we had to prioritize reservations in October first, then November, then December.  Ms ******** reservation is in December.  I apologize that the delay or confusion related to those communication issues caused her to lose faith.

  We do not object to refunding Ms. ************* But she initiated a chargeback through her credit card and the funds are held up in that process.  We are not holding funds at this time to be able to refund her.  If the chargeback process sides with her and returns the money (which may have already happened from what I can see in our system) we will not seek to recover the funds.  If the chargeback process sides with Carolina Cabin Rentals, as a result of the contract she signed, we will refund at the time the funds are returned to us.   

  Things are totally recovered now.  We're hosting reservations.  Businesses are open.  **************************** is hosting football games.  There is a Christmas parade scheduled in downtown ***** on December 14th. 

  Thank you

   

   

  Customer Answer

  Date: 12/11/2024

   I am rejecting this response because:
  
  I have contacted my bank and spoken to them and they said the funds are not with them and that the Cabin company should have no issue returning the money.  That's the purpose of the dispute.  The issue continues that Carolina Cabin continues to run me around and not refund my money.  

  I received a phone call over the weekend from Clarence  ****** of Carolina Cabins who refused to let me speak to their accountant and would not 3 way the credit card company to resolve the issue.  The accountant would be back in on Monday but when I asked for their name he said it wouldn't mater because I would not be speaking with them.  His response was that maybe I should change credit card companies if I continued to have issues.  He then lectured me on how charge backs work and that I should know since I have a business as a Nurse Practitioner, what does that have to do with the issue?  Clearly, they are not aware how this works because I haven't received a refund!!  It was all very unprofessional and unnecessary.  He then went on to say he could care less about my $1,000 as they are a 14 million dollar company,  My response was then it should be no concern to refund the money as it has been due to be refunded for almost 3 months now. 

  This has affected my credit card, caused me to have interest building unnecessarily.  I have spent hours trying to get this resolved and then to receive a rude phone call with a promise to have this resolved on Monday and another week flying by with no resolution is absolutely unacceptable.  

  This is no way to treat a customer and I want this resolved so I can be done with this.  Again, as you can see what they continue to promise is never completed.  I stil have yet to hear from anyone from Carolina Cabins as promised by Monday of this week. 

   

  Customer Answer

  Date: 12/11/2024

  The prior email showed the chain with the disputes being cancelled on the end of the credit card company.  If you need additional clarification please let me know. Roxanne 

  Business Response

  Date: 12/19/2024

  The chargeback was decided in our favor.  That returned funds to us.  As soon as we received the funds, we attempted to refund the money.  However, a technical issue, related to trying to refund a disputed charge, prevented the refund to be processed.  A check was written and mailed on December 13.  I expect ******* is in possession of the check.  

  Thank you.

  Customer Answer

  Date: 12/20/2024

   I am rejecting this response because: it should have never taken this long to properly refund me.  The only reason I received a response form this business is by filing multiple complaints with agencies who intervened on my behalf.  

  The credit card company did not side with the Cabin Company.  Improper information was sent on behalf of Carolina Cabin to the credit card company which affected the disputes and I was told I should have never been asked by Carolina Cabins to cancel my dispute as they are able to refund money regardless of a dispute status. 

  While I did finally receive a check that was due back to me almost 3 months ago it should have never been dragged out and the way I was treated by Carolina Cabins is unprofessional and based on the latest reviews of their company I am not the only victim.  

   
  
  

  
  

• Initial Complaint

  Date:10/04/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  I booked a cabin rental in banner elk North Carolina prior to hurricane ****** for November 8th through the 11th. Despite the fact that this is now a disaster area with roads washed out, businesses closed for the foreseeable future {many destroyed) flooding still in many areas, etc the company will not reimburse for a cancellation. I can cancel but will not be refunded the $1200 I have already paid despite the state and local authorities telling everyone NOT to visit! This was a natural disaster out of our control and I should not be penalized for cancelation.

  Customer Answer

  Date: 10/15/2024

  I have not heard from the business in response to my complaint. Since my complaint I submitted a date modification and did not hear back. I ended up canceling my reservation to not be charged the second half of my payment before the listed date and was still charged the remaining half of payment.

  
  

  Business Response

  Date: 10/30/2024

  This guest was refunded all funds paid to date and released from the obligation of her rental contract. Please let me know if any further questions. Sincerely, Carolina Cabin Rentals, Inc.

  Customer Answer

  Date: 10/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:03/25/2023

  Type:Service or Repair 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.

  Made reservation on 12/31/2022 Reservation dates 1/17/23 - 1/20/23 Paid in full in advance by credit card Amount $1584.51 Specifications - Cabin with a working fireplace and a mountain view First night - fireplace suddenly stopped drawing after an hour or so, and started filling the cabin with smoke. We tried everything but it would not draw. (Yes, the damper was open) We would have closed the glass doors but THE GLASS DOORS HAD BEEN REMOVED FROM THE FRAME! There was nothing we could do but open all the windows and doors. When we went to bed it was still smoldering and still smoking up the main room. The next morning our throats were sore and eyes were burning. We left for the day, windows still open. We tried it one more time - 2nd morning this time. I checked the damper again, lit newspaper and held it up the chimney and it was drawing. First night it had been muggy, rainy and wind blowing so we thought maybe that had been the problem so we tried another fire. Again it worked fine for about an hour while we cooked breakfast, then suddenly stopped drawing and smoking up the place again. It was so bad that by this time there was soot and ash all over the too of the mantle, the TV above the mantle, and even the kitchen counter and table! That was it. We called the office and told them we were clearing out early (which we should have done the day before). The rep we got said he’d call maintenance. Told him he didn’t understand, we were leaving, and wanted to know what they were going to do about it. Get me a manager or have one call me. He said he’d put it in the notes. A hour later we were packed and ready to go, still no call. Called back snd were told maintenance was backed up, it would be a while. Frustrated, I told him to check his notes, we were leaving, I wanted to talk to a manager. To this day we have never heard a word! What do we want? An apology and a full refund. We would have been satisfied with a partial refund if they had acted like they cared.

  Customer Answer

  Date: 04/05/2023

  I have not heard from the business in response to my complaint.

  
  

  Business Response

  Date: 04/18/2023

  Well, this is a regrettable situation. Mr. ****** had a problem with the fireplace and did not give our company a chance to help him. In his first phone call to our company, Mr. ****** said he was departing the premises because of the fireplace. Our maintenance technician went to the home the same day that Mr. ****** called and departed and did not find a problem with how the fireplace and damper were working.
  
  We are very sorry that Mr. ****** had trouble with the fireplace. We wish that he would have called us when he first had trouble so that we could have sent a technician to help while his party was out for the day. Many factors can impact use of a wood burning fireplace including wind conditions and user error in a home that is unfamiliar. But not calling, and then not allowing us to provide service after he did call does not seem reasonable.
  
  This home has been in our program since 2014 with many successful fires and no fireplace malfunctions. The only similar issue we have had is that in 2019 a guest reported smoke not going up the chimney and smoking up the room. The guest called us and we sent a technician who fully opened the damper and all was well.
  
  We are open to advice from BBB as to how this situation should be handled. We responded onsite the same day to Mr. ******’s call about trouble with the fireplace. He seems to think we didn’t care. We certainly did. We spoke with him twice and sent a technician to the house on the same day. We believe we addressed this issue in a timely professional manner.
  
  Sincerely,
  
  Carolina Cabin Rentals

  Customer Answer

  Date: 04/19/2023

   I am rejecting this response because: 

  1. We asked twice to speak to a manager. No-one ever cared enough to give us a call. It has taken a BBB complaint to ever get a response. 

  2. We don’t know why the fireplace stopped drawing on two different occasions after an hour or two of working perfectly. Maybe it was the weather outside - rainy and windy. But it wouldn’t have been a problem if the glass doors hadn’t been removed! We could have closed the doors to keep the smoke from coming into the house. 

  3. We had a 5 hour drive ahead of us. There was no reason to wait around for maintenance to come look at the fireplace, since it would draw sometimes. (Unless of course they had a spare set of glass doors to miraculously fit the insert.) After calling the office twice and waiting around an hour we needed to get on the road. We really thought someone from management would eventually call, which they never did. The message we got is that they didn’t care and just hoped we’d go away.  

  Note: My family has been in the car business since 1929. I am third generation, my son is fourth. I can’t imagine this kind of customer service - not even showing any empathy for a customer’s bad experience, let alone trying to resolve it. I do not make a habit of complaining and have never filed a BBN complaint - I don’t have time and would much rather give a company constructive feedback and a give management a chance to correct an issue vs going to the extra time and effort to publicly air grievances and possibly damage a company’s reputation. In this case, by not responding to repeated requests, they gave us no choice. 

   

  
  
  

  
  

  Business Response

  Date: 05/02/2023

  Dear Mr. ******,

  Using a fireplace in an unfamiliar home can be tricky. You had trouble with the fireplace flue on the night of your arrival but you did not call us. You did not give us an opportunity to help. You tried the fireplace again two mornings later and had trouble again. At that point you called us and said that you were leaving the property a day early because of your trouble with the fireplace. When you called we sent a maintenance technician that same day but you had departed. Based on your trouble with the fireplace, you have requested a full refund of the price of your stay. We do not find this acceptable. We want to serve our guests well, but if there is user error at the home and we are not notified so that we can help, we are not inclined to give a full refund as the solution.

  Your reference to glass doors on the fireplace is misplaced. A functioning, properly operated flue is the safe, proper way to ventilate smoke from a wood burning fire. If the flue is not set properly, glass doors will not hold back the smoke. Your issue would have remained. This home is not marketed with glass doors because it does not have them and they are not needed when the flue is operated properly. And we would have gladly assisted you with that if you would have given us the chance.

  Sincerely,

  Carolina Cabin Rentals

  Customer Answer

  Date: 05/02/2023

   I am rejecting this response because: The wind was blowing down the chimney and blowing smoke in the house. Maybe there need to be alterations made to the cap at the top of the chimney. Who knows? Who’s to say whether glass doors would have helped? We couldn’t try that as a backup plan to minimize the smoke coming in - because they had been removed! We chose this 4 bedroom house - way more than we needed for 2 people - at your agent’s recommendation, simply to get a working fireplace. Then this happened. One would think you could understand our frustration - by that point it had ruined our vacation. One would expect a little empathy, instead of escalating our complaint into a (rock-throwing) match.