ComplaintsforReluxme

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are relocating from ******* to *********. We initially for the ad from ******************* on Airbnb. Because we would need to rent on a more long term basis, we reached out to the Host and he agreed to do a long term rental agreement with us. Once the price was agreed upon, He advised us that there would be fees associated with the price negotiation and that he would be sending over a lease. He first sent over an invoice which was to be the deposit, which we paid. After receiving our money, he became slow to respond then unresponsive so we let him know that we thought it would be best if we went a different route and worked with someone else .That is when he responded for then FIRST TIME. Your first 30 days is not refundable. We paid him $6,000 as a first months deposit for an agreement to stay 24 months at a property. He then tried to turn that agreement into a 1 month AirBNB rental, which we never discussed or agreed to. I see. He didnt discuss the refund policy in ************ discussed it on Wednesday 7/5 after he took our money on 7/1. He knew that this was in regards to a long term rental agreement NOT a one month AirBNB stay.

  Business response

  07/14/2023

  Hi All: 

  I am currently looking into this matter and will be following up by COB Wed, July 19th. I would like to ensure all the supporting documents are provided and a brief of what transpired between **** and I is transpired within my response. He was the primarily contact via email, text. and phone. 

  I will also include the policy that is public to all and that was discussed to review. 

  Customer response

  07/17/2023

   
  I am rejecting this response because:
   Business is being dishonest. Not only did he advise of the refund policy AFTER taking $6,000 from **, he also then cancelled our dates on the property , leaving our family thats relocating from  ******* to ********* for work without a place and without the means to obtain a new place at the last minute. He also sent us a lease after the fact to try and force us into accepting a 24 month lease.. or loose out money . Completely heartless and without care for the situation that he is put me and my family in.  I was unable to attach additional proof because the attachments were IMG but I will submit additional documentation such as the communication between my wife, ************ and I as well as the 24 month lease agreement that her sent over to us, which we DID not sign!
  

  ************ also provided partial documentation and some additional documentation that is not to / from us at all. We were never advised about the cancellation policy until after payment not were we directed to any website to find it because initial connection with this business came through Airbnb, not their website. He only sent us the link to the Reluxme website for the purpose of collecting the deposit of the $6,000 towards the 24 months stay. 

  Business response

  07/19/2023

  On Jun 17th, *********************** reached out via Airbnb where we market for free as a corporate housing company requesting a home for a long-term stay. I answered his initial questions before proceeding
  
  On this same day (6/17), **** and I continued our conversation via email where I provided the link to the direct site where we have the house, cancelation policy, rules, etc. After a few email and phone conversations to negotiate the rate as we would with all clients, we agreed to 24 months at $5450 versus 48 months.
  
  As we were processing the payment, **** asked what was the difference besides cost when booking through Reluxme LLC. We reviewed the cancelation policy which is the same, if not similar to Airbnb.The first 30 days on all long terms are non-refundable because the dates are secure for the client. (*******************************************************) After he discussed the rate and terms with his wife, we came to an agreement the first payment is required to move forward (to block the dates), and due to the amount of money being spent at once when the lease is provided to him, he can submit the refundable deposit that he would have returned at the end of his 24-month lease term.
  
  **** and I stayed in contact post-payment submission. On July 5th **** texted and called me at 12:34 pm regarding the cancelation policy. I reiterated our policy and compared it to Airbnb, and he seemed okay with the terms. **** mentioned that he started thinking of the long-term cost of renting versus going a different route. On July 7th, ****** and **** both delivered the news that they wanted to cancel their contract and requested a full refund. I advised them both via email and phone of the policy **** and I discussed, which is posted on our site. They got upset and went to ********* BBB, Airbnb complaint, and other outlets to speak negatively about the company. We truly wanted **** and ****** to stay with us and never expected the outcome.

  Customer response

  07/20/2023

  We DID NOT discuss the cancellation policy on 6/17/23. it was first discussed on 7/5/23 at 11:15 am.  This was 3 days after he took our money.  The receipt was issued on July 3rd after we insisted on one.
  
  He never directed me to the website where the cancellation policy is listed after I requested a refund. He had not sent over a lease but was requesting a deposit.  Accepting a deposit without having a signed lease was a cautionary red flag and one of the reasons why we became uneasy about the transaction and did not sign. Therefore there is no contract.
  
   ************ is attempting to portray that all of these discussions happened on or near June 17th,  and that is false. ( Please see dates on correspondence) There were 14 days between then and when we decided on his property and made the July 3rd payment.  He also broke AirBNB policy by soliciting payment outside of their platform. His words to me when I inquired were "The cancelation policy for long terms is WITH 30 DAYS similar to AirBNB".  He DID NOT say the funds for the first month can not be returned or even send me a link to his cancellation policy at that time.  The implication of "with 30 days" is that you have 30 days to cancel.  Also if we had discussed the cancellation policy on June 17th, why would I be asking about the cancellation policy on July 5th and why would he answer without referencing the online policy or our earlier conversation if it had already taken place?   He and I spoke about cancellation on July 5th not on July 7th as claimed. ************ sent an invoice, which had no mention of a cancellation policy on it or a link. ************ states that he would make the property available for someone else.  He is stating that he will not refund our funds, and he will also rent it to someone else for the same period and collect that rent as well. We should receive 100% of our money back from this unethical company. ************ has a talent and a tendency to speak vaguely in order to deceive and manipulate.
  

  Business response

  07/20/2023

  As we would have loved to help ***** family with their transition, the details of how the transaction took place seem to be misconstrued.**** was the primary contact and then he included his wife, ******. He and I have had multiple 1:1 conversations to review the policy, and when the lease would be sent. We allowed **** to pay their refundable deposit prior to the 31st; which is different than the first 30 days we agreed was not refundable. (See messages) We allowed them to make their refundable payment once the lease was physically signed.

  Attached, you will see screenshots of this agreement and when the lease would be sent to ensure legally, we covered all sides. We did agree the first 30 days are nonrefundable since were blocking the date and the home isnt able to be rented. **** was in full agreement and very happy to make the transition. Soon after, **** advised me he may possibly have a change of heart which is in the screenshot provided previously.  (He didnt disclose the reason, but we reviewed the policy again over the phone.) He was aware, just like Airbnb (since they were most familiar) our first 30 days are nonrefundable for any bookings over 30 days. Airbnb has the same policy and will also follow the same process were following at Reluxme LLC. The reason **** decided to go with Reluxme is because he wanted to save and we market on the platform. We have no control over which clients decide to go directly as most of our traffic is ************** through our site.

  The rate that was provided to **** was for 24 months which is significantly reduced due to the partnership he agreed to move forward with.This property doesnt rent for the same rate on a monthly basis so once he canceled,we place all future dates back on the market since we lost potential clients holding the dates for ******************. This is the same process any corporate housing or platform would follow. 

  Customer response

  07/25/2023

   
  I am rejecting this response because:

  1.  Never had a verbal or written conversation with ************ about the cancellation policy and it was no where on the payment page or receipt - which we had to REQUEST.

  2. We never agreed that the first 30 days was non- refundable. He screen shot shows me agreeing to with 30 days.  He did not say not within 30 days nor did he use the word non-refundable in text messages we both have posted.

  3. The deposit is irrelevant and was never paid as we never signed a lease. He DID request money before a lease was even sent - immediately after he got $5,450 for rent and $550 one time fees for the lease   Pet and cleaning .

  4. *********** agreeing that he has placed the place back on the market and is also keeping the $6,000 - whether he rents it or not - collecting double.

  This will clearly have to be escalated for legal action since *********** intends to twist words and lie   

  
  

*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. ↩