ComplaintsforCarolina Beach Realty

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Carolina Beach Realty,I am writing to express my deep dissatisfaction with my recent stay at one of your properties, where I spent over $800. Unfortunately, this has been one of the worst vacation experiences I've ever had, largely due to issues related to the property and your staff's conduct. Upon arrival I received only one parking pass, despite the booking indicating that I should have received two. As a result, I parked my vehicle directly under the unit I was renting. Due to this confusion, my vehicle was towed, causing significant distress. It took hours to locate my car, during which I had to rely on a ride service to retrieve it. The total cost for the tow and ride service was $285. Adding to the frustration, my attempts to resolve the situation with your staff were met with unprofessionalism and lack of assistance. I was not allowed to speak to a manager, and one employee even hung up on me resorting to text communication instead. This was not due to any rude behavior on my part, but rather their inability to handle the issue. Even after further attempts to reach out, I was again met with text responses rather than a proper call back, which is highly unprofessional and unacceptable. To make matters worse, the unit I stayed in was infested with a significant number of small roaches, which added to the overall negative experience. Given these issues, I am requesting a refund of $285 to cover the costs incurred due to the towing and ride service. Additionally, I believe the rate I paid was not justified given the conditions of the property and the treatment received from your staff. I am seeking further compensation for the inconvenience, stress, and the poor state of the accommodation, which completely ruined my vacation. I expect a prompt and satisfactory response to this matter, including details on the compensation you are willing to offer.Thank you for your attention to this issue.Sincerely, *********************************** ************** *********************

  Business response

  08/17/2024

  Guest did not use parking pass and was towed. ***** stated on recorded line when intially reporting issues that she arrived late and did not think it would be an issue with not putting parking pass on her car since parked in the designated spot under unit. Communication to guest and signs posed at unit clearly state parking pass needs to be clearly displayed to avoid towning. Guest citing there was confusion about a second parking pass, however guest did not have a second vehicle for this to even be a factor. This is evident in the fact that she is stating she had to use ride sharing service to go get her car from tow yard. A coutesy credit of $50 wad refunded to guest for guest satsifaction due to her experience, but Carolina Beach Realty assumes no respondsibility for towing expenses related to guest not using parking passes provided. ***** only mentioned issues with cleanliness after not honoring her request for CBR to cover towing expense

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  RE: 618 Carolina Beach Rd #2 June ***** A rental fee of $11,756.27 was paid. $500 was refunded (this # is unacceptable). We requested a refund of $2,243 (***** for the elevator, ***** for the filth/disrepair, and $243 for the towel fee (a "required charge" for skimpy, rough towels.-This unit was selected because it had an elevator. By the time we were informed that the elevator would not be repaired other rentals were not available. We were told that money would be refunded due to this issue, and when we asked how much no one would provide a number.-Upon entering the property we were surprised by the lack of upkeep. The handrails were filthy and sticky. The base boards and hallway carpeting were matted with dirt. Toeshoe molding had been removed and the baseboards were not repainted. The door to the porch was grimy and missing paint -The tub upstairs does not drain, their was mold on the shower curtain, dirt on the chairs, grime on the handrails, etc. -Until the elevator is repaired the listing should not state that there is an elevator. -The required towel package is cheap, thin, rough dorm level towels. The cost of the towels needs to be refunded.-All of the pool chairs were missing straps -A refund of $500 is 4%. That is not sufficient for the lack of elevator, filth, and disrepair of the unit.These items fall under the responsibility of the management company. CBR was notified early on 6/20 & did nothing. We have followed up with ************** calls requesting a time to discuss these *********** has not responded.Please include my daughter, ***************************, on correspondence ************ *****************

• Initial Complaint

  09/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are the owners of *** ****** ******* ******** ****** We reached out to Jim K**** the owner of Carolina Beach to list our home as Vacation Rental. After many phone conversations and emails back and forth we thought we both we are the same page as to what we expected to happen with our home. The staff as well as Jim K**** seemed happy to have our home to list. Once we joined things went down hill from there. We requested on many occasions for things to be addressed it kept getting ignored. We requested a deep clean on the property before they started to rent for vacation. My home was cleaned. My father in law went by the home to check on the property and there was urine in the toilets, baseboards had not been touched, debris and other things under the beds, dust above the shelves, trash left in the home which smelled badly. Floors were sticky where something was spilled. Walls were dirty, sand on the area rugs and floor, bath tubs had not been touched. Needless to say this was not a deep clean not even a normal cleaning. I contacted the office and they tried to tell me that they were there when the cleaner was moving furniture. I came in last weekend to see for myself and I was shocked. We stressed over and over to Jim K**** what we expected on the cleaning of property and he stated he completely understood and that if after a cleaning was performed if we found issues to please let him know they would correct it. That never happened. Due to other issues that Carolina Beach Realty had failed to do and the customer service that was provided we chose to cancel our contract with CBR. My husband to be reached out to Jim K**** to let him know of our findings and sent pictures and his response was sorry we were unable to meet expectations. I am completely at a loss for words that a Owner or company will charge you more than what was quoted and refuse to refund your money for a job that was clearly not performed. I will not let this sit.

  Business response

  11/17/2022

  Business Response /* (1000, 9, 2022/09/28) */ After reading this complaint about our company (CBR), I can't help but find this somewhat comical, especially after everything that we did for this owner, secured bookings last minute, and exhausted resources to ensure the property was on the rental market to help generate income. In fact, the way CBR handled this situation far exceeds industry standards with the extent of costs covered by our company to ensure this owner was comfortable with conducting business with CBR, the efforts we put forth and the ways we were able to accommodate both these owners and the last minute guests we were able to secure. We will not be issuing a refund of a service that was provided. The statements made about the deep clean service that was performed are simply untrue, and the overall complaint is a complete and total misrepresentation of the way the situation occurred, which is no surprise since we're being complained about simply because the outcome did not result in a refund. It's sad and unfortunate that companies who work hard for their clients and customers, such as CBR, are subjected to this type of complaint, when all we did for this client was bend over backwards to help. Consumer Response /* (3000, 11, 2022/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) We are in shock of the response of the lies and deceit that this company states they provided. By stating it is comical goes to show what type of company the CBR is. Bent over backwards was the furtherest thing they provided. It took 7 phone calls and emails to get issue addressed and still were not taken care of. We were told by the General Manager that they did not have time for piddly concerns we had. We were new to owners to CBR and was trying to communicate our needs but was addressed they were not important that we were not the only customer. After numerous attempts to get things resolved that was there response. The did rent our place 2 times but did not honor what we discussed, they broke our contract agreement and did as they pleased without our consent. This company does not work hard for their clients and for comments they made in regards to that apparently they do not read previous reviews. They are all about taking from you but not providing. We own our own company as well and this is not how you do business. We do not charge for services not rendered. It is all good apparently they need the money worse off than I realized. The bottom line is integrity and this company has zero integrity. They did not provide a service in which they charged. As I presented already of the work they did and they still state they deserve to keep the fee. Companies can not survive treating customers/owners the way they have chosen without consequences. Business Response /* (4000, 13, 2022/10/11) */ I regret that we are not able to amicably arrive at a resolution to this dispute. We did provide the services that were requested. The owner of the property cancelled our agreement prior raising this particular complaint. We would have been more than happy to address any situations that they had; however, we were not presented with that opportunity. We regret that this relationship has ended on these terms. Consumer Response /* (4200, 15, 2022/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) CBR did not even attempt to try and come to a resolution. I sent pictures as well as emails and they took absolutely know accountability for what they did not do. CBR did not clean my vacation rental, they left trash in my home, as stated urine in my toilets etc. Charged us over $500.00 and that is not even what Jim K**** quoted to us for a deep clean it was $250.00 more. CBR is not reliable has ZERO morals or integrity. I tried over and over to get CBR to hear me and what they were not doing and they continued to make excuses. I trusted CBR to do the right thing by my Vacation Rental at Carolina Beach and they did not. My mistake. Yes we ended our contract with them, we gave them 30 days to long. CBR breached contract as well by not doing as the contract stated. By their responses they continue to make excuse for their wrong doing. As a business owner myself this is just unethical in many ways.

*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. ↩