ComplaintsforCarolina Designs Realty, Inc.

• Initial Complaint

  02/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We rented a home from Carolina Designs for a week in December 2021. On the 3rd day of our stay in the home, we found roaches all over the kitchen counter. We killed about 10 roaches, and then more appeared. There were babies and adult roaches, which means there was an infestation. They were procreating and living in the home. We found roaches in multiple areas of the home. We checked out early due to the issue and contacted Caroline Designs to let them know if the issue and why we had to check out early (uninhabitable vacation rental for all the reasons we can understand as human beings). As a result of this issue, we asked Carolina Designs if they require owners to have standard pest control in the homes that are rented out. Their response was no, they don't require pest control, they only recommend it, but it is up to the owner to decide if they want to provide pest control of their homes. So it is essentially up to the owner to decide, and if they don't do pest control, it is then on the customer renting the home to bear the brunt of the terrible experience. We would like to have our money back for our vacation that was disrupted due to the unsafe & disturbing roach infestation. Carolina Designs asked us to put our concern in writing and send any other documentation. We diligently provided not only a very clear letter stating our concerns, but we also provided pictures of the roaches (yes, there were that many that it was unfortunately easy to get multiple pictures of them). We sent our information to them on 12/27/2021, and on 1/3/2022 they responded that they received our information. It is 2/2/2022 and they have not contacted us at all to resolve. We want our money back please. There were roaches in the theater room, the kitchen, and the bathroom. And this was a rental that is advertised as luxury (it was ****** for a week in the Outer Banks during Christmas time). We expected a habitable home that did not have roach infestation in exchange for the money paid.

  

  Business response

  02/18/2022

  Business Response /* (1000, 5, 2022/02/04) */ On 12/22/21, the guest spoke with a reservationist to notify us they were leaving the home that day, although their lease did not end until 12/25/21 at 10AM. Our Customer Service Director reached out that same day to discuss their concerns. A voicemail was left on the phone number on their lease, and an email was sent. Prior to the conversation on this day with the reservationist, no issues had been reported to our office aside from an internet issue on 12/21/21 which was addressed the same day. We were not given the opportunity to help the guest with any other concerns before the decision was made to vacate the home. On 12/23/21 ***** ***** **** ****** went to the home. Their report shows they found no evidence of roaches, only one dead water bug was located inside. The house was treated as a preventative measure. On 12/27/21, the guest responded via email requesting a refund of the full rental amount due to what they described as a roach infestation. We communicated the guest's request as well as the extermination company's findings to the homeowner for consideration. A chargeback was then filed by the guest for the full rental amount before the homeowner had decided how they would like to move forward. Carolina Designs Realty is in the process of disputing the chargeback before we continue communication with the guest about possible compensation by the homeowner.

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