Complaints

This profile includes complaints for Cove Realty of Nags Head, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Cove Realty of Nags Head, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Cove Realty of Nags Head, Inc.

  105 E. Dunn St. Nags Head, NC 27959

  
• 

  Cove Realty of Nags Head, Inc.

  P O Box 967 Nags Head, NC 27959

  

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:08/22/2023

  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.

  I Rented ****** ***** **** **** on April 22-29th. We arrived at around 1am and found a filth so bad that we couldn't unpack. I sent my husband out to look for bleach. I was hoping something would be open.,There wasn't. So I called the emergency number. The Lady that answered was the cleaning manager. She was apologetic and said they'd have someone out the next morning. Someone did show up. She came to the Door with a squirt bottle and a rag! I suppose she wiped down the tubs that made my hands white when I touched them. Also, she wiped down all the side and couch tables that were covered in dust, and removed the gross chunk of something old that was not wiped up in the fridge as well as wiped the whole thing down, which had not been done. Maybe took 30 minutes to clean a whole house. Honestly, she did much of nothing exept take pictures so, After she left, I spent another hour of my vacation bleaching doorknobs, handles and light switches, as well as anything else I could thing of, before i could even unpack, what i normally do soon as we arrived. I swept up piles of sand and debris. I left the place cleaner than it was when I came, but I still felt gross the whole stay, you can't wipe away that feeling once you see it. I felt as though all the covers and couches were nasty. You would think that with covid!!!... the cleaning lady told me that they spring clean once a year, and she told me what month that was, I can't remember because I could care less as I wouldn't stay with Cove again. So basically you are staying in whatever filth the people before you . They literally wipe what they see, removed trash and make beds. It's gross and unacceptable! Furthermore, the washing machine holds about 6 inches of water, no matter what setting. I found this out by adding something. I thought maybe it was that setting so i changed it the next cycle but got the same results. Fortunately, it didnt tear anytjing but it also didnt get all that detergent from our clothes. I reported all of this and Long story short, the manmanager did absolutely nothing. She was super rude and on the defense, she was good at it, all the practice with mistreating other customers has paid off and her extreme lack of integrity is professional. She's super rude and sarcastic. She said she couldn't warrant any reason to give us any kind of discount for my having to clean a whole house on my vacation.. she kept assuming the house was not dirty and they did their job to prepare the house for quests, I'm assuming she didn't even look at the photos taken by the housekeeper. Honestly, she didn't care! When I told her about the washer , it seemed as though she was calling me a liar. She responded by saying "no one else has said anything, and it works"! She also made the oddest comment "its probably for saving energy? So in a way she admitted she knew?

  

  Business Response

  Date: 09/26/2023

  We greatly apologize for any inconvenience that this guest experienced during her stay.  After reading through all notes and interviewing every employee involved with this situation, I believe that our office responded to this guest promptly and professionally by immediately handling and addressing any issue the guest found with the clean and delivering all requested items.  Again, we are very disappointed to further learn about this guest’s dissatisfaction, as this company works hard to ensure a fantastic stay in all of our rentals.  If an issue is to ever occur for any guest during their stay, our office is trained to be quick, courteous, and effective in remedying any concern.

  The following is correspondence from records and work orders within our company for evaluation on this case:

  April 22nd around 11pm – Guest called the emergency phone and said the house did not seem very clean and said they should receive some form of compensation.  Emergency contact responded, saying they would re-send a cleaning crew upon the office being opened, but guest requested that cleaner not come until 1pm due to them checking in late and wanting to rest.

  April 23rd at 12:09am – Guest Emailed office writing that she also wanted three quilts as well as a broom.

  April 23rd at 8:59am – Cleaning manager responded to guest Email, stating that the cleaner would be at the home at 1pm, that spare quilts could be found in the closets, and that we would be delivering her a broom.

  April 23rd at 12:00pm – Guest was called, but no answer, so a text was sent to guest’s phone to confirm cleaner’s arrival.  Guest called back and spoke with the cleaning manager saying that they wanted a refund.  The cleaning manager told her that she did not have the authority to grant any compensation and apologized for any inconvenience, but cleaning manager wanted to send a cleaner back to address any issues.  Cleaning manager also asked for any pictures of her issue so that she could address them with the home’s cleaning crew.  The cleaner's return was agreed to and the cleaner was sent to address any cleaning concerns of the guest and maintenance was sent out to deliver her a broom and dustpan.

  April 23rd at 12:34pm – Guest responded to earlier Email, writing that the cleaner did not bring the broom and that she would be sending pictures.

  April 23rd at 1:28pm – Reservationist responds to 12:34pm Email, stating that maintenance had been sent to deliver the broom and that office had yet to receive any photos for management.

  April 23rd between 2:53pm to 3:53pm – Multiple Emails between guest and reservationist about receiving photos where the guest was trying to send photos, as she had never done this by Email before.  A ****** link was sent to us, but the link did not work for the office when clicking it.  On 3:53pm, 4/23, a reservationist wrote this guest informing her that the link still did not work and to try attaching the photos to the Email.

  April 24th at 12:32pm – Guest called office asking to speak with manager.  Reservationist informed guest that manager was in a meeting, but would call immediately after.

  April 24th at 1:09pm – Property manager called guest.  Guest informed property manager of issue with clean and that a broom was missing upon arrival.  Property manager apologized for any inconvenience and asked guest if all issues had since been resolved, which the guest confirmed that all was taken care of.

  April 25th at 12:36pm – Guest called to speak with a manager.  Reservationist informed guest that she was out of the office, but would call when back in.

  April 26th at 9:38am – Guest called to speak with a manager in regards to sand in house on arrival, in which manager apologized for any issue due to sand being present in home.  Guest then stated that she had to wait half a day for a cleaner to arrive, where the manager informed her that this was requested by the guest in the Email that was written on 4/23.  Guest then said that the washer was only filling up with six inches of water and this was how it acted in past years (this is a repeat guest to the home).  Manager said this may be some sort of energy saver program on machine, but that the washer does work properly.  At this moment, guest responded loud and abusively, where husband could be heard yelling in background about never renting the home again.  Guest stated to manager that “[the manager’s] poor attitude wasn’t helping.”  After this statement, the manager informed her that she was doing everything she could do, where the guest responded that she “would be making a bad review and calling *** because she deserves money back for all this.”  The guest then hung up the phone.

  April 27th at 9:10am – Guest called asking for compensation.  Property manager told guest that she had done everything to resolve the guest’s issues, but could not offer compensation.  Guest became verbally abusive again and accused property manager of being “rude” and “argumentative.”  The guest then followed that she “would be contacting every outlet to complain and review [us] because [we] are a poor company and don’t care about guests,” and then the guest end