Complaints

This profile includes complaints for Bluewater Associates of Emerald Isle, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Bluewater Associates of Emerald Isle, LLC

  200 Mangrove Dr Emerald Isle, NC 28594-2515

  
• 

  Bluewater Associates of Emerald Isle, LLC

  PO Box 4340 Emerald Isle, NC 28594-4340

  
• 

  Bluewater Associates of Emerald Isle, LLC

  610 Atlantic Beach Cswy Atlantic Beach, NC 28512-7342

  

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:08/26/2024

  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.

  We stayed at A Southern Exposure rented from BlueWater the week of August 4-11 and paid over $16,000 for a premium property. A tropical storm occurred, however the issues with this home have been unacceptable.Upon entry multiple doors were broken, there was a musty smell throughout the house, and water was leaking through outlets. Bluewater was notified right away. On Thursday, we woke up to a portion of the ceiling laying on the ground. There was a large rush of water that continued to drip throughout the remainder of the week. The door would no longer close and there was also leaking around the doors. In the lowest level, there was also brown water leaking from the ceiling and the window. Pots were placed under all of these leaks and changed frequently throughout the day. Additionally, there was water leaking through the wall on multiple outlets, which is extremely unsafe with children. Throughout the house there was an extremely musty smell. After witnessing the water damage that occurred maintenance was called as there was visible mold and a steady stream of water. The maintenance team came and alerted us that an air handler had leaked in May and multiple ceilings had fallen. As it was time for season, minimal repairs were done. The pots remained in place and continued to catch leaking water Thursday- Sunday. We were expected to change them and there was very clear mold on multiple ceilings. Outside of the obvious structural issues the pool and hot tub were NEVER serviced and we received no information. Overall, this home is unsafe with multiple doors that will not open or close, hunks of ceiling plaster falling, clear water damage in many walls, and leaks through outlets. We would like this issue to be escalated as we did not pay for a top end rental to provide constant cleaning and care due to poor upkeep. As the home was rented prior to the huge issues in May, it was not in the promised condition. Bluewater has offered $200 and minimal apology.

  

  Business Response

  Date: 09/09/2024

  This has been settled with the ************** and she was pleased with our resolution. We haven't yet finalized the resolution because we haven't been able to touch base with her. ****************** situation with the rental home was not within our control and was unfortunate. We sincerely apologize and want to assure our resolution reflects our sincerity and dedication to our guests and **************. It is our hope that ************** and her family will continue to vacation with us for many years to come. 

• Initial Complaint

  Date:06/25/2024

  Type:Product 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 condo to take my terminally ill sister to the beach for probably her last ever birthday. I stated when I booked that she cannot climb stairs. Bluewater called to say the elevator failed inspection. We had to cancel due to lack of elevator and they won't refund my money.

  

  Business Response

  Date: 06/26/2024

  We greatly value your feedback, ******. We understand the inconvenience caused by the out-of-service elevator. Since your travel insurance claim was denied on 6/24, we immediately processed your refund on 6/25. We hope you reconsider your rating, and we apologize for any hardships.

  Customer Answer

  Date: 06/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/05/2022

  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.

  We are renting ***** ******** ***** in Emerald Isle, NC for 7 days. The home is infested with roaches. We have killed over 30 in 2 days and see more scurrying away. Blue Water refuses to move us to another unit or refund despite having no where to go with an infant.

  

  Business Response

  Date: 10/13/2022

  The guest by the name of ********* ***** checked into this property on October 2nd. We did not hear anything from this guest until she came into the office Monday morning claiming that the property was infested with roaches on the first floor and they were demanding to be moved before we could even send someone to the property to assess the situation. They said they had an 8-month-old baby so that chemicals could not be used to treat the home. Per the guest's signed rental agreement " : Our tropical environment and weather conditions can create inconveniences with bugs. Our owners are required to have Pest Control Service. Should you experience any issues, we can arrange for a service call, but no refunds will be granted for anything related to bugs or other pests."
  
  We do ask that all guests give us the chance to assess and rectify any issues before even considering moving anyone. This guest did allow a maintenance technician go to the property to look for the quoted infestation and nothing was found. The technician looked everywhere on the first floor, in the drawers, closets, and underneath the bathroom sink, and even provided pictures of a few dead bugs that were found. But no infestation. We offered to send out an exterminator and the guest denied that. 
  
  We responded to this guest's concerns in a timely manner and offered a solution that was denied by the guest. Per the signed rental agreement there are no refunds for bugs or pests.
  

  Customer Answer

  Date: 10/13/2022

  
  Complaint: ********
  
  I am rejecting this response because: On Sunday night when we checked into the house we killed over 25 cockroaches and visited the management office the next morning. Maintenance visited Monday and while they claim to have not seen any cockroaches while visiting this is untrue. We had killed roaches on a towel for them to see. Cockroaches are active at night, which maintenance did not return to observe.

  This was a sanitation issue. My 8 month old came down with a stomach virus, fever, and diarrhea at the end of our stay which I attribute to the unsanitary conditions of this property.

  It was not acceptable to spray for roaches while we were staying at the house. Spraying drives cockroaches out in droves. Nor is it something I want to expose my young child to.

  Blue Water Realty wants to waiver it's own liability in contact terms despite poor property management. We have a family home in Emerald Isle. We know cockroaches happen. When was the property last treated? Show me proof it is regularly maintained. The living room rug was also not vacuumed, tooth paste residue was left on the countertop, hair was in the shower, and food remnant was in the silverware drawer. Blue Water Realty does not provide transparency in the condition of their properties nor honest reviews of previous stays. The consumer is at the mercy of the company with no protection. This property is poorly maintained and the negligence is falling on us as the consumer to be subjected to unsanitary conditions so they can profit. I reject their response and will proceed filing with the state attorney generals office over lack of transparency and consumer protection. 

  Sincerely,
  
  ***** *** *******

  

  Business Response

  Date: 10/17/2022

  We am sorry the guest is rejecting our response; the facts remain the same. We were transparent and noted in our contract that our tropical environment and weather conditions can create inconveniences with bugs. It is important to note we had experienced heavy rainfall from Hurricane Ian just several days before the guests arrived at the property, making our homes more susceptible to bugs. Our technician reported several dead bugs, no live ones, and the after further investigation of the insect on the towel, we concluded it was a beetle, not a roach. 
  
  We are sorry to hear the guest found issues with the property's cleanliness; this is the first time the guest has mentioned any problems with housekeeping. We would have immediately offered to send a housekeeper to the property to attend to the issues if we had known about them. 
  
  ***** **** ** *** *** is a popular vacation home that receives no complaints. I have looked through all the reviews provided to us by guests in 2022 (6 of them), and the only negative review of the house was a TV not working properly and a stool on the deck that needed repair. 

• Initial Complaint

  Date:07/07/2022

  Type:Billing 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.

  Our family vacation with friends was pretty much ruined due to the condition of the rental in the ******* ***** sub division. Upon arrival you can tell the home hasn’t had upkeep on the exterior for several years. I thought ok it will be nice inside. Not the case, the home didn’t even appear to be cleaned before our check in. Plenty of dirt on the floors and dirty dishes in the cabinet. I found the previous guests shaving hairs and clippings in my sink. Nothing appeared to be wiped down. The blankets on the beds all smelled moldy. The kids rooms carpets looked so bad I didn’t want them to even wear bare feet. The pool furniture was absolutely disgusting covered in filth and dirt that wouldn’t wash up with a hose. The dishwasher was broken as well. Every AC vent had rust on it from lack of upkeep and maintenance. Plenty of damage all over the home leading to a very unpleasant experience. The furniture was awful and overused. We paid about $6500.00 dollars for the house for a quiet family vacation if I knew I was renting a dilapidated Frat House I would have happy paid about $1000.00 for it. A few of us all got sick, I believe from breathing in the nasty air from the AC as you could tell the filters haven’t been changed in maybe a year. My son with asthma was struggling all week to breathe in the home it appeared there was mold all over the home. The pictures on the listing made it look like a luxurious family vacation rental and high end. You couldn’t even see out the windows in the Home because they were covered in mold and algae and dirt from never being cleaned on the exterior. Not to mention the house said it came with a fully stocked kitchen. They didn’t even have bowls for me to give the kids cereal. It was one thing after the next such as cobwebs in various corners of the room. In the days of Covid to charge this amount of money for people to enter a disgusting home it really is unbelievable. As a former landlord myself I am appalled at this type of business.

  

  Business Response

  Date: 07/11/2022

  I've read ****'s description of the property. We are sorry the guest arrived at this home with the issues described below. It is our intention to keep our properties clean and safe so the families that vacation with us have fond memories of our beautiful beach. I will explain the series of events as they occurred.

  We received a text from the guest on Monday, June 27th, stating the following: "The house was still dirty when we got here yesterday- visible vacuuming still should have been done inside. The pool needs to be vacuumed and is cloudy today.. also all the pool furniture was a mess when we got here—trash all around the pool deck. And the pool furniture is not at all in condition as shown in the pictures. Most of the bedding (comforters) smells mildew and unwashed. Overall- cleaners are not wiping down well at all, not dusting well, and not moving furniture to vacuum underneath. We have seen hair, dust balls under the couch- it's just pretty gross. Please text me back to confirm receipt and if you can come and correct some of these things".

  We immediately sent a keeper to the property to address their concerns. The guest was very pleasant and happy with our quick response. Our housekeeping department took out blankets and removed all bedding. They were laundered and returned the next day. We took out a loaner vacuum for the guest to use during their stay if they should need it after the housekeeper went out to clean on Monday. 
  

  The pool technician went to the property to address concerns with the pool water. He found the water clear and the chemicals in the pool to be precisely how they should be. He cleaned all the debris around the pool that he could find. There are many trees around the pool, which makes it hard to keep the pool area clear of leaves. He noted that the pool furniture needed to be cleaned and a broken pool chair. 
  

  Maintenance went to the property on June 27th to assess the pool furniture. Our tech removed the broken chair and sent a request to have the pool furniture cleaned, as the tech noted it was also quite dirty. On June 29th, the pool furniture was cleaned and looked much better. 

  The guest reached out on June 28th concerning an issue with the dishwasher. Our technician went to the property and did several items, and the dishwasher was working as intended when he left. The guest reached back out later and noted it was not working again. Another tech went to the property on June 29th, tested the dishwasher, and noted it would need a vendor. Unfortunately, a part had to be ordered, and the dishwasher would not be available during their stay. 

  On Wednesday, June 29th, the guest spoke with our guest relations team member, requesting a refund. The team member explained to the guest that we don't typically give refunds per the contract, but she would be happy to reach out to the owner after the guest's stay to see if they would offer any compensation. However, she did explain to the guest that we must be allowed to take care of any items she feels is unsatisfactory. 

  We heard nothing more from the guest after we handled all the items they brought to our attention, other than checking in to see if there were any new updates on the dishwasher. Our staff has dealt with several party members, each with their take on the property. 

  After the guest departed, the guest emailed a formal complaint listing everything they felt to be unsatisfactory. Several of the items were things the guest notified us about during their stay, which we attended to. The other items mentioned are things we could have attended to if we had been made aware of them while they were here. 

  Based on the series of events, the owner agreed to refund the guest $200 for the dishwasher, and Bluewater added another $100 for cleaning issues. We are sorry the guest feels the amount offered, which she accepted, wasn't an appropriate amount of restitution for this issue. However, we feel like our team acted appropriately in dealing with all issues brought to our attention.
  

  
  

• Initial Complaint

  Date:07/06/2022

  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.

  6/19 - 6/26/2022 The day we checked in we bought almost $500 worth of groceries for the week. The next morning the fridge was not cold enough. Popsicles weren't frozen, ice cream melting... Notified Bluewater via voice-mail (during regular business hours) and chat (no reply). Maintenance came out 3 times before a loaner fridge was provided on Thursday. I asked for one at their first visit. If the food is not getting cold enough I didn't feel it was safe to eat. Two of our party of 6 left early due to stomach issues. I advised before we left that I would like a refund of our groceries and additional money as we had to eat out more than planned. I provided them with a picture of the grocery total. My only replies have been that they were reaching out to the manager. No reply from said manager. I would appreciate any assistance in getting this issue addressed. Kind Regards, ***** **************

  

  Business Response

  Date: 07/07/2022

  I agree with the guests' complaint that it has taken too long for a manager to respond, for that we are sorry. Our manager was working with the owner to determine an appropriate refund amount but should have communicated this with the guest so they knew we'd not forgotten about them. 
  
  Our team responded quickly to address the guests' concerns with the fridge, beginning when the call came in after-hours the night of June 20th. The on-call tech found the temperature setting turned off. He gave the guests several bags of ice to help with groceries while the fridge cooled down. 
  
  We did not hear from the guest again until June 22nd. The guest called us to let us know they were concerned the freezer was not cooling correctly again, and we returned that afternoon. We found the coils froze up due to the temperature being turned up too high. We defrosted the coils and set the temperature back to a standard-setting.
  
  On June 23rd, we went back to the property, and the temperature for the freezer was reading 26 degrees, and the fridge was reading 32 degrees. The refrigerator was cooling correctly, but the freezer seemed to have an issue. It was cold enough to keep the food from spoiling but not cold enough to keep popsicles and ice cream frozen. 
  
  On June 24th, we returned to the unit with a loaner fridge and removed the other one. 
  
  To this date, the appliance vendor cannot recreate an issue with the fridge.
  
  Based on the series of events, the owner agreed to refund the guest $100, and Bluewater added another $150. We are sorry the guest feels the amount offered, which she accepted, wasn't an appropriate amount of restitution for this issue. However, we feel like our team acted appropriately in its dealings with ******

  Customer Answer

  Date: 07/08/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** **************