Complaints

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Check in date was 7/6/2024. The central AC for the top of the home stopped working during the day on Tuesday 7/9. After returning from the beach the temperature in the upstairs living area was 88 degrees and very high humidity. I immediately contacted Twiddy and notified them of the problem. That evening we were unable to use the kitchen and living room for our planned meal and had to go out. My parents also had to move into our bedroom while we used a couch for sleeping. On 7/10 Wednesday morning I had still not heard back anything from Twiddy so I called them said they would have someone out to look at the property. At around 1030am a representative from Twiddy arrived and confirmed the AC was not working. We had no other communication from Twiddy until I called them at 3:00pm and they said someone was delivering some window AC units and asked how many I would need. I told the representative at least four as it was a very large space and a bedroom. The window units still had not arrived when we left for dinner at 6:00pm and it was 90 degrees upstairs. Still unable to use the kitchen, living room and bedroom. Over 25 hours after my complaint we received the initial window units. They were the smallest I have ever seen. That evening the temperature upstairs did not get below 80 degrees. We did not use the space again due to the heat. On Thursday 7/11 I called Twiddy and notified them that the window units were not working and we needed larger units. Twiddy offered us Box fans which was an insulting solution at this point with the temperature and humidity. They agreed to ask the "contractor" for more window units. Those two additional units arrived around 1pm and the space was finally usable after that. The issue now was how noisy all the units were. We constantly had to turn some of the noisy ones off to enjoy the space. I am seeking a refund of ******** for 1.5 days refund as half of the house was not usable for three days.

  Business response

  07/26/2024

  ***** ***** checked in on July 6th to Stella Maris. On July 10th at 7:26 AM, ***** texted our Guest Services team and stated the AC on the top level of the home had stopped working sometime around 6 PM on the 9th. It does appear Mr. ***** called into our after hours service center on the 9th a little after 6 PM but they reported to our full-time staff the issue was resolved. When our office opened at 9 AM we responded to ***** and asked what the temperature was set to and what it was reading and he let us know the vents had warm air blowing out. We promptly sent a field technician to assess the issue and try to resolve it. 
  Our field technician went out at 10 AM and found the AC in this condition: “Both units outside are running along with the air handler in the house. Need to send vendor”. The licensed HVAC vendor diagnosed the issue by stating the system needed to be replaced and would take a few days to resolve on July 11th.
  In the interim, Twiddy & Company coordinated for window units to be installed in the home because of the AC being down. ***** ***** requested four window units be delivered and they were delivered on July 10th to assist with their comfort levels. On July 11th, they requested two more window units and we had those delivered as well the same day. There were 6 window units in place for the three rooms that are upstairs (one bedroom, the kitchen, and the great room).  
  Mr. ***** requested compensation for the issue with the AC. Our Resolution team offered him a return of ******* which he refused. He paid a base rental fee of ******** for a total o* ********* Our Resolution team uses industry-standard formulas based on the base rental fee, issues experienced, duration of the issues, and any alternative solutions provided (in this case window units). The homeowner agreed to give back more than the industry-standard recommended for the ***** family’s inconvenience. While we understand the level three was inconvenient and certainly not how we would have wanted their vacation to go, we did everything we could to resolve the issue and also provided more than fair compensation. The rest of the home and its amenities were working for the duration of their stay. 
  
  

  Business response

  08/01/2024

  Twiddy & Company's Resolution team is working with Mr. ***** to better meet his expectations with an increased return amount. We are requesting this case be closed. 

  Customer response

  08/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  07/02/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  I am currently staying at a vacation home at the Outer Banks in North Carolina maintained by Twiddy (06/29/24-07/06/24) and have had a horrific experience. The place I am staying in is absolutely filthy. There are hairs in the bathrooms, sand all over the floors, not a single bed was made properly, several outlets don’t work, we had water coming in the front door during a storm, the hot tub is atrocious and Twiddy is unwilling to resolve any of them. I have been vacationing at the Outer Banks for over 20 years although with the exception of one year always with a different realty company and I have never experienced anything like this. Every time I contact them they say that they will work on addressing my concerns, but I’m on day four and no one has even come out to the house. I would like at least a partial refund because my stay is not at all what was advertised and considering it’s peak season here I paid over 4K for a week to stay in a filthy home without the use of a hot tub which my family was very much looking forward to!

  Business response

  07/02/2024

  Mr. ********* checked in to ****** on Saturday, June 29. He notified our office via text message on June 30 at 2:14pm that he did not think the unit was cleaned very well, which they could handle, however he felt the Hot Tub needed attention. Twiddy immediately notified the vendor that there were concerns with the hot tub. The vendor cleaned and sanitized the tub on July 1 at 6:00 pm. The Outer Banks did sustain large storms and wind driven rain Sunday night and into Monday morning of this week. Many homes had some wind driven rain damage. Twiddy has notified a vendor of this issue. Based on reading all of Mr. *********' text messages with our office, and the work orders entered and responded to, it appears Twiddy has responded to all of his concerns. 

  Customer response

  07/08/2024

  
  Complaint: ********
  
  I am rejecting this response because there was a lot more to the story than Twiddy had mentioned and it was kind of a nightmare dealing with them all week long on our once a year vacation.  I’ve included a timeline of events below. 
  

  Saturday 18:00 - Arrived at the beach house.  Immediately noticed sand on the floors, hairs in the bathrooms, that the dishwasher was full, the hot tub was disgusting, and that none of the beds were made properly (all of the fitted sheets weren’t on the beds as they should be, some had the wrong sized sheets, and a couple didn’t even have a complete sheet set).
  
  
  Sunday 11:30 - Filled out a survey that Twiddy sent and noted all of the issues
  
  
  Sunday 14:30 - Twiddy sent a text asking for pictures of the hot tub which I sent over
  
  
  Sunday 17:00 - Asked Twiddy for an ETA for the hot tub and was told I’d have one soon
  
  
  Sunday 18:00 - Informed Twiddy that we had an active wasp’s nest on the deck and provided the details they asked for
  
  
  Sunday 21:00 - Noticed water coming inside of the house near the front door from the storm so notified Twiddy
  
  
  Monday 16:00 - Texted Twiddy again asking for an ETA on the hot tub.  At this point we had been at the vacation home for a full two days without being able to use the hot tub which played a major role in us booking this particular home
  
  
  Monday 18:30 - Texted Twiddy to ask to speak to a manager since I still hadn’t received an ETA or a response at all for that matter
  
  
  Monday 16:00 - The hot tub had still not been serviced so I called the Twiddy office.  They told me they would contact the pool cleaning coming and call me back to let me know when they’d be out.  They never called or texted.
  
  
  Tuesday 00:50 - Texted Twiddy to inform them I would be opening up a case with the BBB the following day due to their lack of responsiveness to our issues
  
  
  Tuesday 9:20 - Twiddy texted back, apologized, and informed me that someone from the resolutions team would contact me in 4-6 weeks.  I asked if they were referring to the hot tub and they said that request was separate and they would still send someone out for the hot tub.  They then stated that someone should have been out at 18:00 the evening before to clean it.  It turns out that they did, but no one knocked to let us know and Twiddy never called.  It was still a bit dirty so Twiddy said they would contact the pool cleaning company to ask if it was safe to swim in for my children.  They responded two hours later stating that it was.
  
  
  Tuesday 17:20 - My kids got into the hot tub for the first time (halfway through our vacation), but it wasn’t even bath water temperature even though the thermostat was set to 100.  I again texted Twiddy.  An after hours specialist said I could try cutting the breaker and it may reset the thermostat.  It did, but we had to wait quite a while for it to warm up to 100.
  
  
  No one came to look at the leak at the front door until Thursday and no one came to take care of the wasps until Friday.  I’m hopeful that in describing the above events, most people would agree that this was all very disruptive to our vacation.  We were there to enjoy a worry free week in ******, but instead had to constantly reach out to Twiddy and make sure things were addressed.
  
  Sincerely,
  
  ******* *********

  Business response

  07/09/2024

  There is currently a Resolution case open for Mr. ********* with the Twiddy Resolution Team. His case is being handled by me personally. I can certainly copy and paste every text message from Mr. ********* and Twiddy's reply, however I feel that is unnecessary. The short version of his complaints are the Hot Tub for his children (children under the age of 13 are not allowed in hot tubs), bed linens, water intrusion from a storm which Twiddy has no control over, and cleaning issues. I believe the ****** ******** ****** case should be closed at this time, and allow Twiddy to respond to the guest in the manner we normally follow. He should hear something within the week.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We stayed at the house called fun daily *** **** **** ct Corolla North Carolina through Twiddy. The vacation started off with us having check in at 4pm we get a phone call around 2pm as we are driving there telling us the hot tub is broken and we won’t be able to use it and that they can’t fix it. My family was very upset about this and we wished for a new rental instead however we were turned down by the company. Step 2, we arrive anyway to the house to find the yard overgrown with weeds, chairs thrown in the weeds, the front door frame is rotted out and the door is very insecure, the whole house reeks of mold. All 4 bedrooms had cockroaches in the floor some dead some alive as well as 2 found in the laundry room on the bottom level. carpet was stained and not even vacuumed through out the house. We had our kids with us and all of us were worried that we would be bringing roaches home to our house and having to then pay an exterminator for our own house. We contacted Twiddy and their response was we can send pest control out tomorrow, which we were forced to agree to and we’re not given the option to switch home or anything. Literal definition of unsafe, unhealthy environment conditions. We took plenty of pictures for evidence. So we finally made it to day two and pest control never arrived. Was told by Twiddy that we would get a call from Twiddy when they were coming. Never heard from them again. Only people to come out was house cleaning to vacuum the floors which any of us could have done. This company is cheap, and a joke! Wasted **** should have went with another.

  Business response

  05/25/2023

  Mr. ******** booked our home, ****, Fun Daily, on April 21st after doing a rate negotiation with the homeowner to get a discounted rate on his vacation. He booked it for $1,500.00 total. Mr. ******** vacationed with us at **** the week of May 14th-21st, 2023. As Mr. ******** stated, the hot tub was down all week and we currently have a resolution case in to discuss his compensation with him. Based on the fee he paid, our refund formulas suggest a return of ****** for reference. Pest control went out to the home on May 18th and sprayed. He did also complain about the cleanliness of the home upon check-in and we sent a cleaning team back out to address his issues as soon as he reported them. No other issues were reported to us during his stay. Twiddy & Company is working on his resolution case and will be in touch with Mr. ******** as soon as possible. We feel we have taken appropriate measures to remedy Mr. ********** complaints. 

  Customer response

  05/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Twiddy has stated that pest control was at the property on the property on Thursday the 18th which is funny because we arrived on the 14th and were told they would be out the 15th to spray. We have to stay in an infested house most of the week with no compensation nor offers of any kind. We were also home all day the 18th with no call from Twiddy about pest control or proof that they even came out. The rate on the house was give. To us at a cheaper discount because nobody was booked and it was 2 weeks in advance. The house was listed at ***** and we got it for ***** only a **** discount not even 10% of a discount. Then we arrive to a trashed home that needs a ton of work. Then have to deal with a company that wants to offer *** for all of our troubles which again *** of the ***** we paid to stay here is all disgrace. Save your money and don’t rent from this company. My children and I were not safe staying her and they can pay for me pest control bills for the pests I brought home from the house!! 
  Sincerely,
  
  William ********

  Business response

  06/05/2023

  We regret to hear that we have not met Mr. ********** expectations. However, we have offered a return that is fair and reasonable based on industry-standard formulas, which we have explained to Mr. ******** multiple times. In terms of the pest control, he has not mentioned until this most recent *** *esponse that he took pests home with him and we have had several email exchanges with him where he could have mentioned that previously. We do have in writing from ***** ***** **** ******* confirming they were at the home on May 17th at 3:00 PM, we misspoke previously when we said pest control went out the 18th. We feel this should be closed and if Mr. ******** would like to accept our return, we would be happy to submit that today and close out his Resolution case with the Resolution team. 
  
  

• Initial Complaint

  05/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I rented a beach home at 1275 Sandcastle Drive, Corolla, NC ******: Mustang Moon (new name King's Landing) 4/23-4/30. Our party of 9 found the dishwasher had a missing upper arm and the display board was malfunctioning. Men came and said use the bottom rack until the part comes ( which took days, and still it malfunctioned /unusable). Sanitizing the dishes-impossible! We had no water for 8 hours and a boil water advisory for 2 1/2 days! The kitchen was also missing the sink stopper. Only 6 stoneware plates were at the house and they were all chipped making them unsafe for food. On 4/16 Twiddy stated, "Your pool will be opened and heated" but it wasn't when we arrived (paying extra). Twiddy stated, "It can take up to 24 hours for the pool heater to fully kick-in" Paint chips were around the pool area from where painting had been done before our arrival and were not cleaned up. The paint chips were in the swimming pool and although the pool vendor cleaned the pool the paint chips were not removed and more blew in. The pool did not heat and the weather was not cold enough to hinder the heater. The jets were cold and at times lacked pressure. The second pool vendor arrived and stated that the pool was not properly set -it never heated properly. The bathroom on the main floor had black mold growing and the shower door would not stay closed- which my 76 year old mother discovered. Men rigged it and it stayed. The dryer did not have a lint catcher: a fire hazard. Twiddy did nothing. Rain poured into the theater room. A contractor came and said the problem was not there, problem was upstairs. The floor was rotten, 10-12 inches from the wall near the door. The man put a cushion over it and said to be careful. It was not safe, stating he would have to work from the inside out to fix the leak. Contract breach-#5 DUTIES The house was not in a fit/habitable condition! Some issues were addressed- but our health and safety were not and our request to be moved/refund- denied!

  Business response

  05/23/2023

  Ms* ***** booked her vacation in our home, ***** on February 4, 2023, for a total of ********* (including all taxes and fees). She stayed in P173 the week of April 23rd, 2023. During their stay they did report a few issues to us, and we were quick to assist any way we could. The guest mentions the issue with the dishwasher and it did take a few days for the appliance vendor to correct the issue. The dishwasher was down for a total of three nights and due to that inconvenience, we delivered paper plates and plastic cutlery to them to help with the amount of dishes, at no cost to the guests. Ms* ***** mentioned in her complaint that they were without water at their home for several hours and when the water was restored, they had a boil advisory for a couple of days. Unfortunately during their stay, Currituck County had a main water line break which resulted in the loss of water, then the boil advisory once the line was prepared. This was not isolated to just the home the Clarks were staying in, but the majority of Corolla and there was nothing the homeowner or Twiddy & Company could do, but we did deliver six gallons of water to assist the guest in some capacity.
  Thankfully, we were able to address the black substance Ms* ***** referenced on the same day she called it in. The pool heater was also down for three nights during their vacation before the pool vendor could address the issue. The leak in the theater room was reported on April 28th and was repaired after the guest’s stay. All other concerns of Ms* ******* were addressed and solved in a commercially reasonable timeframe as listed in paragraph 5 of our lease agreement. Our Resolution team offered Ms* ***** ******* (our industry-standard formulas recommended an amount lower than that) for the issues she and her family endured. Our industry-standard formulas take into consideration the amount paid, issues endured, duration of the issues, and any alternative solutions provided. Ms* ***** did not accept our proposed refund. Twiddy & Company feels we did everything we could for Ms* ***** to remedy the issues she reported to us. 
  
  

  Business response

  07/11/2023

  We again want to apologize for not meeting Ms* ******* expectations. We have already provided all documentation we had to prove we took care of what we could during her stay and also offered her a refund for the things we could not repair during her stay. We do not feel Ms* ***** is being reasonable. If she would like to receive her return, she can confirm with our Resolution team and they would be happy to take care of her today.

  Customer response

  07/16/2023

  Twiddy states: "We again want to apologize for not meeting Ms* ******* expectations. We have already provided all documentation we had to prove we took care of what we could during her stay and also offered her a refund for the things we could not repair during her stay. We do not feel Ms* ***** is being reasonable. If she would like to receive her return, she can confirm with our Resolution team and they would be happy to take care of her today."

  The *** and Twiddy needs to understand that they did not meet the legal binding agreement for this stay and they have indeed got one thing right.... "we took care of what we could during her stay". What a disgrace to even rent a home that was NOT fit to be rented, and I have provided excellent and accurate details of every part of the breaking of a legal agreement!
  

• Initial Complaint

  05/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We booked ********** ****** on 3/24 for 4/8-415 & paid in full.The same day we called&text to the number and asked the homeowners if they could open up the pool(as every other year, they opened it with no fees or issues).On 3/27 Krysti called and asked if we could switch to a brand new house (High noone)as the current homeowners are in the Starstruck house and would like to stay their the week we booked.We stated well we are in a contract and technically we don’t have to switch.However, we asked to see furnished pictures of High noone as their website showed it not furnished .She said she would see what she can do about getting pictures.We also said well we called Fri to see about the pool being open&she said there was no notes on the account regarding the pool but would also address that asap. 3/29 we called back&they couldn’t give us an answer or update.They couldn’t get a hold of the owners of Starstruck nor High noone for updated pictures and would follow up asap. On 4/3 we called again and stated we didn’t want to drive 10 hours to a house and have the homeowners be there. We offered a solution as “sea what happens” was available&we would be willing to switch to that house. We were put on hold numerous times& then asking for Mgnmt to see what is really going on, Krysti hung up on us2x&it was 5pm& couldn’t call back.We texted the number&she called us back she stated she would follow up with the owners again.On 4/6 we finalized the “sea what happens”.When we arrived on 4/9 thehouse was complete false advertisement as to the pictures they (currently still) have posted on their website. It had a distinct dirty wet mold smell as soon as you walked in, it was completely outdated, had black mold and layers of filth on the windows, spider webs everywhere, loose nails,the gate on the top deck was loose,dirty pillow sheets,the tub didn’t work,the shower heads didn’t work and had mold on them &they sent a clng crew who didn’t even clean it properly. Our Dad has *******

  Business response

  05/05/2023

  Mr. ****** booked ****** two weeks prior to his arrival date. He and his family graciously agreed to move to another home in the same area. This area is only accessible via 4-wheel drive vehicles, there are no paved roads and basically no services beyond the vacation homes themselves. Mr. ****** is familiar with the area as he has stayed in homes in this location before. During this transition from one home to another, Mr. ****** had numerous conversations with our staff, some abusive and threatening, therefore the calls were ended on our part. After check-in at the home Mr. ****** agreed to move to, Twiddy sent 3 managers to walk through the home with him. He was given the option to be released, leave the premises and get a full refund, or stay in the home and receive a ******* refund from Twiddy. Mr. ****** elected to stay in the home and receive a partial refund. At that time, Twiddy sent cleaners to clean the home again, and responded to all other work orders Mr. ****** called in. We apologize if Mr. ****** was not satisfied with his stay.

  Customer response

  06/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: the fact is you have complete false advertisement and health concerns on this house. This was not even the one WE choose but you gave us an entire runaround of why we couldn’t have our original Starstruck.  You STILL have the same pictures up and it is not even the true pictures of the house! The MOLD alone, even though you sent “cleaners”, they were even complaining of how it looked.  We accepted the docusign for a **** refund but we are still awaiting the apparent “check” to be mailed to us.   The lack of how your team handled this from the very beginning, the owners should be completely ashamed that they have staff treating customers like whether they spent $5 or ****0 a week.  We will never do business with Twiddy again after 7 years. 
  
  Sincerely,
  
  Matthew ******

  Business response

  06/07/2023

  Mr. ****** just recently executed the Release Agreement and his check has been entered for processing.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We arrived at the Twiddy and Company rental on Nov 20, 2022 - (home **** * ***************** we decided to pay extra for a home with oceanfront views for one week. We paid a total of ****** I don't expect perfection but with this list of problems, Tweedy and Company obviously did not inspect this home before taking our money! We were very disappointed to find a litany of problems - some of which were health hazards: We have documentation and pictures of all of the following problems: 1 - Mice in the Pantry!! that ate our food so we had to toss 2- Major leak in Bathroom 3- Refrigerator that did not work - had to toss the food - there were 2 refrigerators but we did not know the one we chose to use did not work so we had to throw food away and go shopping to replace during our vacation! 4- Gross sand build-up in the hot tub - we had to wait for someone to come vacuum. 5- Layers of Dust on shelves and lamps - I did the dusting since we could not wait that long for housekeeping due to family allergies 6- Windows were beyond filth which anyone would expect for viewing from an oceanfront home ( why would one spend so much money on an oceanfront home when it is obvious the windows had not been cleaned in a very long time... not just a few normal rain storm ) I have pictures!! - Someone did come to clean some of the windows but again we had to wait for their arrival during our vacation instead of being at the beach. 7- The Blue Ray Player was broken - which they did replace but we had to wait most of a day for them to bring it over. The resolution center representative twisted my words and minimized my concerns and only offered to give me the price of cleaning in return. After we spent an entire day waiting for the blue ray player and housekeeping. Not to mention the food we had to throw out because of the mice and the broken refrigerator that we did not discover was broken until the food became spoiled. This was the first family vacation we had with the entire family in several years. And to face this mess along with giving up an entire day was embarrassing and disappointing. Not to mention very gross with the mice and a major bathroom leak. We were notified the office was closing for the Thanksgiving holiday so we just had to contend with the problems. I do not know why the *** rates this company at a B+ when I see all their complaints!

  Business response

  12/14/2022

  ****** ****** checked into **** *n November 20, 2022. Just after check-in ****** called the Twiddy office regarding the cleaning. We offered to send cleaners back, she initially declined, but then later decided to have them back. The hot tub had just been serviced on Nov. 20, therefore water was clean. The guest reported the Blue Ray player at 11:49a.m. on 11/21/22. Twiddy replaced the Blue Ray player on 11/22 at 1:53 pm. The Hot Tub was clean and sanitized on 11/20, prior to the guest arrival, and we know this because the owner was at the home while the vendor was servicing. Vendor did their mid-week service on Wednesday, November 23. This guest reported a refrigerator, mice and a leak on the morning of 11/27, their day of departure at 7:39 am via text, then called our office at 7:33 a.m. with the same message. Twiddy offered the guest a return o* ******* *ome service fee as our lease specifically states that issues must be reported during the guests stay to allow Twiddy the opportunity to repair.

• Initial Complaint

  09/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a beach home at 153 Salt House Road in Corolla, NC from ****** for the week of July 9 through July 16, 2022. Upon arrival,the home looked satisfactory. However, by the next full day at the rental we had discovered many problems with the home including leaks, bugs, dirty/poorly maintained and unusable amenities( a list of issues is attached) The first issue we encountered was the swimming pool which was too dirty to use. It had paper, trash, cigarette butts, live crabs and other various debris in it. There was thick, furry black and green mold around the rim of the pool and around the 2 filter areas on the walls of the pool. Several of my guests refused to use the pool due to these issues. I contacted ****** on July 10, the next day after our arrival at the property, and told them that we wanted someone to come and clean the pool for us. No one came to address our issues with the pool that entire week. The next serious issue that we encountered was the property's infestation of roaches. However, before we even noticed the the severity of the roach problem and reported it to ******, an exterminator showed up at the property and sprayed. We continued to see many roaches in the rental even after the exterminator sprayed and I contacted ****** to have the exterminator come back out. The exterminator did not return. When we left the property we had to seal our belongings in plastic trash bags so that we didn't take any roaches home with us. Another serious issue we had at the property was water leaks. We had a few days of rain and each time several windows and a bedroom ceiling leaked. The leaks were bad enough that we had to relocate guests to share bedrooms with other guests. We had to use towels to soak up the large amounts of water on the floor so our guests wouldn't slip and fall. ******'s customer service for resolution is atrocious. You can only interact with them using email and they respond with inaccurate information.

  Business response

  11/30/2022

  Business Response /* (1000, 12, 2022/10/11) */ Good morning. ****** has reviewed Ms. ********'s issues again. It appears the home is on a quarterly pest control plan, therefore the initial pest control visit was part of the plan, and not at the request of a prior guest. Ms. ******** did request pest control again on the 12th of July, however the company has stated in writing that someone turned them away. Nevertheless, another visit was not done, and I apologize for that. We have a text message from Ms. ******** on 7/12 stating the pool was fine, that someone must have come to address. There were no reported leaks during the ********'s stay. ****** offered Ms. ******** a return of her Home Service Fee in the sum of $190.00 which was refused. I am happy to increase the refund to ******* in order to settle this matter.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a house with ****** & Company from July 31 - August 7, 2022. Our guests noticed every day the pool was in poor condition (bugs, debris, sheen across the pool). On Tuesday we took a better look at the pool and noticed that the skimmers/recirculation jets were not work working at all. We reached out to ****** on Tuesday (08/02/22, 6:43PM) to inform them. A technician came on Wednesday at approximately 3:00PM and stated to one of our guests that he was only there to check chemicals - which we didn't understand because our complaint was for the skimmers not working. I placed another complaint with ****** on Wednesday (08/03/22, 6:44PM) to inform them that the pool was not fixed. A technician arrived on Thursday at approximately 4:00PM to look at the pool, I was there at this time. I told the gentleman that the skimmers/jets are not working. He tried to backflush the pool, but this did not unclog the lines. He said he would have to pump them out. He went to his truck to retrieve an external pump, set it up and attempted to unclog the lines. His pumped died in the process of trying to unclog the first skimmer in the deep end. At that point he said there was nothing else he could do and would let his boss and ****** know. I engaged ****** to discuss the situation, and attempt to resolve the complaint to no avail. Their stance, I believe (not explicitly said), is that the pool was fine. This was in their final email to me ""We received a call on Wednesday, August 3rd the pool was not circulating our tech went by backwashed and spoke with the guest. The pool only has one return that moves the water and it's in the shallow end". There is two key issues with that response. There are two skimmers and recirculation jets. They in fact just confirmed my complaint in their response, the pool SYSTEM was not functioning properly". There were 2 skimmers and 2 recirculation jets in a pool to assure its cleanliness - and they were not working.

  Business response

  11/30/2022

  Business Response /* (1000, 5, 2022/09/14) */ ****** and the owner offered the guest the sum of ******* as a goodwill gesture. The independent pool vendor has assured ****** that the pool was operating properly. Consumer Response /* (3000, 7, 2022/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) a **** refund on a ******* rental is a joke. We had one guest leave on Friday, and everyone else left on Saturday of a Sunday-Sunday rental. ****** continues to say that the pool was in working order and the only jet, in the shallow end, was working. Below is a direct qoute from their email to me. "We received a call on Wednesday, August 3rd the pool was not circulating our tech went by backwashed and spoke with the guest. The pool only has one return that moves the water and it's in the shallow end. We also had a tech go by on Thursday and make sure it was still flowing." THE BIGGEST ISSUE WITH THIS STATEMENT IS THE FACT THE THE POOL HAS TWO SKIMMERS AND RECIRCULATION JETS. ****** continues to avoid that fact and says because one skimmer/jet was working (which it wasn't), that the pool was in working order. ****** says that the technician backwashed the pool, and then came back to make sure everything was still flowing. Again ****** has no clue what the technician did that day. They attempted to backwash the pool, but that did not clear the lines. The technician inspected the pool equipment and assessed that the skimmers lines were clogged. The technician when to his truck to grab an external pump to pump the lines clear. In the process of attempting to clear the deep end skimmer, the pump died - the suction was a little better, but they were not clear. He took the pump to the shallow end and tried playing with it, but was never able to get it primed and it would not start. Therefore he was never able to pump anything from those lines and the skimmer and the recirculation jets - the shallow end was completely clogged and no circulation. THE POOL SYSTEM WAS NOT WORKING AND THE POOL WAS DISGUSTING. We were told by the pool technician that he would let his boss know what was wrong and they would let ****** know, but there was nothing he could do.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Stayed 6/25-7/3 at "Pinch Me Again" (1916 Sandfiddler Rd). Dealt with major health and safety issues daily that greatly impacted our vacation. Upon arrival, the house was dirty with food/crumbs/spills all over kitchen counter and floors, dust/dirt/hair on stairs & in hallways, dirty rags on bed pillow, bug guts on walls, dirty dishes/food in dishwasher, cigarette butts, beer cans/solo cups laying around porch, deck and pool area. Whole house water was dark brown with foul smell. Called upon arrival at 5:30 pm and was assured someone would be out right away. Nobody came or called, so tried after hours emergency line 2 hours later and finally got someone at 8 pm to address the water issue, disrupting kids bedtime. Twiddy said cleaning crew could not be sent for 2 days so spent 5 hours cleaning after a 9 hour drive, having to purchase extra cleaning supplies to do so. Also had to purchase jugs of drinking water, because the deer park dispenser was empty and fridge water was brown with filter change light blinking red. The propane tank for the grill was also empty so no grilling. The screen on the THIRD STORY porch door was torn out so much that my 2 year old could walk through it. We had no way to keep him off the 3rd floor deck when trying to use the porch, which was also trashed. We had to block off the porch entirely, making it unusable as well for safety. We complained but this was still not addressed on our last day. Jacuzzi was unusable (dark brown, dirty smell). We complained 3 times and was assured someone would come correct. This was not addressed until our 2nd to last day. Twiddy attempted to address some issues throughout the week, like bringing drinking water, but showed up without warning, knocking loudly, waking/scaring our small children. A painful 7 week claims process resulted in an offensive $85 refund despite many areas/amenities of the home being unusable, unfit and unsafe, putting Twiddy in violation of section 5 of our contract (attached).

  Business response

  11/15/2022

  Business Response /* (1000, 8, 2022/09/05) */ The ******** did stay with Twiddy in late June and did have some water issues. The owner of the home offered them 10% off a stay in 2023, however would not return any money. Twiddy has offered the Home Service Fee of $85.00 back to the guest. As a gesture of goodwill and in an effort to close this case, Twiddy will offer an additional $200.00, for a total return of $285.00. Twiddy did provide 11 gallons of drinking water to the guests. Consumer Response /* (3000, 10, 2022/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The offer of a 10% discount on a future stay is presumptuous. Twiddy assumes we can afford to take another week off work, travel 15 hours round trip, and would be willing to risk another poor experience with 2 young children. This perspective was shared with them via email on August 20, 2022. That email is attached, to which Twiddy never responded. Additionally, Twiddy's resolution to BBB was about the drinking water. They have yet to acknowledge or respond to the issues regarding cleanliness and safety that made the property unfit and in violation of section 5 of the contract. When we first notified them of our concerns, I specifically stated we should AT A MINIMUM be reimbursed the value of the jacuzzi and whatever the cost is for the cleaning fee. Business Response /* (4000, 12, 2022/09/08) */ Thank you. Twiddy will refund $400.00 for the Hot Tub and the 85.00 cleaning fee for a total of $485.00. Consumer Response /* (4200, 14, 2022/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I accept the reimbursement of the $400 for the value of the unusable jacuzzi, and the $85 cleaning fee. This is the bare minimum Twiddy should have reimbursed proactively before our rental week even ended. Twiddy also offered a 10% discount on a future stay, which we have no intention of accepting based on their violation of contract in dealing with a property that was not safe or clean, and not properly addressing consumer complaints and concerns in a timely manner. I will accept a 10% refund of the $6,629.70 we paid for the home in 2022 as a more acceptable "gesture of goodwill" as Twiddy calls it. This amount is a more reasonable reimbursement for the many, many hours of time and inconveniences resulting from the condition of the rental while on vacation, as well as the hours spent trying to communicate with Twiddy during and after our stay. I will accept that 10% ($663) in addition to the $400 value of an unusable jacuzzi and $85 cleaning fee. Business Response /* (4000, 16, 2022/10/13) */ In an effort to settle this complaint Twiddy will offer our full commission on this rental in the sum of $801.05. Please advise if you are accepting.If so, we will forward a release and settlement agreement for *******'s signature. Consumer Response /* (2000, 18, 2022/10/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this because I do not have the time or energy to repeatedly explain how Twiddy was negligent in providing a "fit" rental property as agreed in section 5 of our contract.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We rented from Twiddy, specifically the location "Puttin on the Ritz" in Corolla, NC from 7/9-7/16/22. The Friday before we arrived, I was informed that we would not have an double oven until possibly Wednesay of the following week because the current double oven malfunctioned. The only option provided Here are the problems that we incurred upon entering the property: - Only one convection oven worked and not appropriately (@ 50% operation) which greatly impacted our ability to cook for the number of guests in household. - Initially only one grill was provided and it was dirty. A second was not provided until the next day, but still could not be used becaused it rained heavily Sunday. - The entire house was not cleaned as indicated in the lease. Again with urine on the toilets and trash on the floor in some of the bedrooms. - We had a request placed for pool service Thursday morning by the landlord. No one showed until the following day even after several requests from me. The pool water was dark and murky. I forwarded pictures to Twiddy. - One tv was not fully operable even with maintenance performing service. We were told there was nothing more he could do. - One side of the area where the stove and convection oven were located lost power. Of which when serviced, my 80 year old father had to explain to the technician simply to go and "flip the curcuit breaker". Otherwise I was advised that he would need to have a more experienced tech return the next day. He even went so far as to question the techs installing oven if they had a solution. All this was going on why the oven was being installed. - We were in the pool and the delivery people just showed up. No one from Twiddy gave an exact time. We were in the pool and the delivery people just showed up. Once again interrupting our vacation. - Middle stove burner did not work. Again, Twiddy and the landlord should pride themselves on the experience and not the headache and disruption of said experience.

  Business response

  11/15/2022

  Business Response /* (1000, 5, 2022/08/10) */ Good morning! This guest did have a number of issues during their stay and the owner of the home offered them a refund of $1,000.00. As of this morning, the guest has not responded to the offer. Consumer Response /* (3000, 7, 2022/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Clearly, the property management company and owner confirm that there were numerous issues with this property. We asked for $2,500 which represents a day of the cost of our inconvenience. On 7/26/22, we asked Twiddy to "define commercially reasonable efforts" as identified in section 5 of the lease agreement. They did not respond. We also responded that we would not accept $1000 for what we experienced. They also wanted me to sign an NDA for a $1000. All of this to say that a "reasonable and professional company" would have provided the lessees fair compensation for the amount of disruptions we incurred during our stay. A $1000 does not cover a full day and we were inconvenienced up to the Friday before our departure. Twiddy even goes so far as to say the pool was usable on Thursday. It was not. I provided pictures. Who would enter a pool that was that dark and filmy. For Twiddy to say the pool was usuable is an insult. Let's be clear if we did not experience these issues, Twiddy and the location would have received raving reviews. For Twiddy when you know better (and you knew), you do better. We paid alot of money for an experience that Twiddy and the owner obvioulsy put alot of resources into advertising/marketing to the consumer. We did not receive that experience. The only resolution to this is to provide a reasonable offer of $2500. Thank you.

*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. ↩