ComplaintsforTreasure Realty

• Initial Complaint

  09/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a property from this company for two weeks and left after the first week. Upon arrival the rental was so dirty. I cleaned and took the bag of dirt etc to the office on Monday am. They apologized and made excuses and offered to send cleaners in. The cleaners arrived for less than 30 minutes on Wednesday I went down to the lower to make the bed for my grandson who was coming on Thursday from Raleigh and found dead bugs and gnats on the mattress pad I went back to the office. Broker was busy and told me to come back Friday She laughed when I asked for a refund for the second week. I asked the broker to call the owner after she told us our agreement was with them but she refused And escorted us out of the office. We stayed until Saturday so the guys could do their fishing charter. I signed and agreed to this rental in good faith there were two cleaning services on this place I did not want to spend our time on what should have been done prior to our arrival. The door knob on lower level was barely attached to the door Worn is one thing but filthy dirty is another.

  Business response

  10/03/2022

  Dear BBB,

  I truly regret any shortcomings the guest encountered during this rental.  The issues centered around some cleaning deficiencies, for which we sent the cleaners out a second time the same day of the report (Monday the 19th). The guest stayed in the house through Friday the 23rd and announced they were staying one more day and wanted to leave Sunday due to the condition of the house.  They booked a two week stay.  They asked to be refunded for the second week.  That is not possible, since, by contract, a refund cannot be given for issues other than fitness and habitability.  That issue is moot, since the guest stayed in the property 8 of the scheduled 14 days. Our manager simply let them know that they had rented for a two week period and would be responsible for that rental period.  We were prepared to offer a $200 refund to compensate for the cleaning issues, but they were adamant that they receive a full refund for the unused days.  It just cannot be done.  I am sorry this cannot be resolved to the tenant's satisfaction, but we cannot take money from an owner when the tenant simple decides they prefer to cut their trip short.  

   

  Sincerely,

  Business response

  10/07/2022

  Dear BBB,
  
  Though we strive to ensure that each property is clean and ready to the best of our ability, sometimes we fall short. In those instances, we try to make it right with the guest by offering a token of our good will. If the guest is willing to accept the $200 credit offered for the cleaning deficiencies experienced, we would be willing to provide. Unfortunately, we are not able to accommodate their request to cancel their second week and receive a refund for the unused portion of their vacation. We would reiterate that if the home was not fit and habitable, the guest would not have been able to stay the entire first week in order to accommodate their fishing excursion. We do hope they enjoyed their week at the beach.
  Sincerely,
  Treasure Realty

  Customer response

  10/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  Yes you certainly did fall short of providing a clean and safe place as you will note from the attached photos.  Had you done your due diligence per our agreement we would not be in this situation.  Had you corrected the situation with the second cleaning crew we would not be going thru this.  Had I been able to meet with a broker prior to Friday things might be different. And I am sure I can go on.   I signed a contract with your company in good faith.  I should not have to spend my entire vacation chasing down someone to fix your ‘short comings’ with regard to cleaning and safety  This is not the first nor this last   Others that I spoke with at a rental at north topsail had the same issues.  After reading reviews this seems to be the norm for your company.  You company sent me a message telling me that this unit was ready to move in. See photos. In my opinion, Shame on you for misrepresenting the home owners and  the renters   I spent my time cleaning the bedroom kitchen bath and living room so that we had somewhere to stay until Monday when your office opened   I sent e mails to you immediately on Saturday night with no response even when I arrived Monday am no one had responded  

  Sincerely,
  
  *** ******

• Initial Complaint

  09/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Rental Property 8/27-8/3 rent $3599 total with taxes and fees $4837.11 4346 ****** ***** Chose property based on photos and description on Treasure Realty’s website. Observed a beautiful, clean property and upon check in noted multiple problems. We contacted Treasure Realty associate within 30 minutes of checking in and have phone records as well as text messages from the property noting multiple issues. First notable issue was the temperature of the home (hot!), portable AC units were in plain site, they were also dirty and filters filthy (have pictures of everything), windows were so dirty it was a frosted view outside and a smell of mildew was present on this main living level. The table at the entrance hadn’t been dusted in quite a while and as we moved through to the 1/2 bath the smell of mildew was strongest- opened the door to find the vent above the toilet dripping water and covered with droplets which was constant throughout the week. It was necessary to keep the door shut all week. The couch had several holes in the fabric, some as large as a nickel and stains of all sorts throughout. The cushions were caved in and some almost touched the floor. The stairs had dust, dirt and sand on each side all the way up outside of where the carpet ended. Bedrooms had not been dusted, pillows had stains and mattress pads were very worn with sunken in areas- the master worse than others. We purchased pillows and covered couches and chairs with sheets just to be able to use them as they were so visibly dirty. I’m running out of room and have many more things to list so I will complete with abbreviations. Moldy shower curtain, tub very slow draining, a few molded utensils in kitchen, return vent filthy with dust, rusted grill with crud all over the grates, torn fabric on chairs, dust dirt and hair in corners, stained carpet, slip covers falling off of second couch. We washed windows, outside furniture and all silverware as things were very dirty. I have lots of pictures

  Business response

  09/07/2022

  The following was sent to the person on the actual reservation.  I think M___ is the husband of C_____.:

  Hello ****,
  Thanks so much for taking time to share with me some thoughts concerning your recent stay.
  
  Please accept my apologies for the shortcomings you experienced.  I know it can be very frustrating when the place you choose for vacation falls short of your expectations.
  
  We realize your time and money are precious, especially when it comes to something like a family vacation.  Our goal is to present every property in a condition that will allow for maximum enjoyment. We realize that sometimes issues arise which result in something less than this level of maximum enjoyment.  I appreciate your choice to vacation on Topsail Island and hope that you really enjoyed your stay, even given the shortcomings you experienced. 
  
  You have requested some financial consideration and given me the opportunity to try to quantify the shortcomings as reported in your complaint included below.
  
  Strictly speaking, there is no provision in the Vacation Rental Agreement for refunds, discounts, or transfers outside of issues of fitness and habitability that might require the property to be vacated.  However, we understand that sometimes refunds and discounts are simply good business and the right thing to do. 
  
  Our rule of thumb is that refund discounts are reserved for catastrophic failures of major appliances or advertised amenities which cannot be repaired within 24-48 hours.  In no case does a refund exceed 20% of the base rental rate unless the property is rendered completely uninhabitable and subsequently vacated.  
  
  We recognize you as a valued customer and want to make a tangible expression of our shared regrets. There did seem to be some evidence of the lack of dusting prior to your arrival as well as a bit of wear and tear on the couch in the den area. The portable AC unit's filter had worked so well that it appeared to be in definite need of cleaning.
  
  I am able to issue a refund/discount of $200 (about 5.5% of the base rental price of $3599). 
  
  If it is still possible, we will issue the credit to your credit or debit card.  If not, you can expect to receive a check within the next 30 days or so.
  
  As with all our discount refunds, please understand that, in receiving this or any refund/discount, you accept this as full satisfaction and expressly release Treasure Realty, its assigns, and the homeowner from any further obligation in this regard. Additionally, you agree that you and your party will refrain from and take full responsibility for any and all written or televised reviews or complaints which might disparage Treasure Realty, the owners, or the home in question in any way with regard to this stay.
  
  Thank you for your patience and patronage.  We hope to see you again soon.
  
  Sincerely,

  Business response

  09/15/2022

  It appears that the complainant is rejecting our generous offer.  I am not really accustomed to dealing with folks like Ms L., but I am still willing to try to find a resolution.  Perhaps we could give Ms. L. an opportunity to express what "adjustment" she thinks would be more appropriate than the 5.5%.  I would only be interested in increasing the "adjustment" to her rents if she were solidly committed to putting the entire matter to bed, so to speak.  I have no interest in putting more money into a complaint of this nature if the complainant loves complaining more than resolution.  I fear that is the case.  So if Ms. L. would deign to propose a reasonable adjustment, I would be glad to give it consideration.  But only if she is in agreement that, "... in receiving this or any refund/discount, you accept this as full satisfaction and expressly release Treasure Realty, its assigns, and the homeowner from any further obligation in this regard. Additionally, you agree that you and your party will refrain from and take full responsibility for any and all written or televised reviews or complaints which might disparage Treasure Realty, the owners, or the home in question in any way with regard to this stay."  Thanks!

  Customer response

  09/20/2022

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

  I reported what my guests and I judged to be major inadequacies with our vacation rental. It was frustrating to read your assessment of the situation and several descriptions contradicting our reported issues. 
  
  
  Folks like us expect excellent customer service and I get the impression that our expectations may not be compatible with Treasure Realty and their owners. For that reason it may be better for us to rent elsewhere in the future. 
  
  
  You’ve already stated that unless a home is rendered completely uninhabitable and vacated, no more than 20% refund will be given. We found ourselves gathering in the kitchen and on the deck for the obvious and well documented conditions in the 1/2 bath, great room, den and dining area. We would expect no less than a 20% discount. I think we could both agree you would not post pictures advertising the rental as we found it. 
  
  
  My guests and I vacationed in unsatisfactory conditions for a week and were encouraged to take pictures and forward them to your agents. In regards to reviews it is beyond my control to agree to that but would absolutely request they include that we received a discount and the amount. There were several guests and any monies received will be equally split amongst all.
  
  Sincerely,
  
  ******* *******

  Business response

  10/11/2022

  Hello,

   

  We do thank you for the opportunity to reflect on your experience and improve our processes going forward. Our goal is to present properties at peak readiness for each and every guest. Sometimes, we fall short of housekeeping expectations and thus we are more reactive than proactive. We have issued you a 5.5% refund, or $200 for the housekeeping shortcomings and your efforts upon check-in. Unfortunately, those shortcomings do not rise to the level warranting a 20% discount as would the lack of major amenity as referenced in the terms of your contract. 

• Initial Complaint

  08/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Rented 2 adjoining beach front homes from 7/23/22 - 7/30/22-rental fees paid in full. The property was a no-pet property and we did not b**** a pet or house a pet du**** our stay. We have been charged a $1000.00 pet "fee" because a family member staying nearby stopped by for a brief visit with their dog. They walked the dog up from the beach on the walkway leading from the beach to an adjoining deck of unfinished weathered wood-outfitted with a **** camera. The dog never stayed on the premises nor impacted the premises in any way, and we respected the property as our own. There was no signage at the entrance that would alert a visitor to the no pet policy and nothing preventing entrance to the property from the beach. A dog from 2 doors down ran up from the beach and onto the deck one day and we had to shoo it away. The contract states that violation of the pet policy “MAY result in fees of not less than $300 and include additional charges for costs associated with pest control, carpet cleaning or replacement, furniture cleaning or replacement ... or lost rents the following week due to the extensive time that may be needed to complete remediation, cleaning and treatments." When we asked what costs or losses were incurred, we were told that we are "owed no explanation and it is in our contract". We were charged without justification or consideration of the circumstances, or for what is just or fair to our situation. They initially contacted us via text message, not even a telephone courtesy call to discuss the situation. Immediately charged prior to any inspection of the property, no discussion, end of story – pay or go to collection. They hounded us the entire week and ruined our vacation. While we understand the challenges faced by rental companies and property owners, charging an exorbitant fee without justification is dishonest, unethical, and nothing more than punitive thievery. We took immaculate care of the home and left it cleaner than when we arrived.

  Business response

  08/15/2022

  Dear BBB and Guest,
  It is with no little chagrin that I have to say that this may be our first "unresolved" complaint.  This is a cut and dried situation.  The guests allowed a pet to be on the property overnight.  They rented both sides of a duplex.  The owner wants $500 per side for the dog being hosted in a non-pet friendly property. The contract is attached.  Here is an excerpt.

  
  "A pet of any kind on the premises including exterior, decks, garages, etc. of a non-pet Property is absolutely prohibited and is grounds for expedited eviction of the entire party and forfeiture of all monies paid as provided in the NCVRA. Tenant understands and agrees that a violation of the pet policy may result in fees of not less than $300 and include additional charges for costs associated with pest control, carpet cleaning or replacement, furniture cleaning or replacement. Tenant accepts that these damages and proper remediation can routinely cost thousands of dollars. In addition to these costs, the Tenant agrees to be held responsible for any lost rents experienced by the Owner the following week due to the extensive time that may be needed to complete remediation, cleaning, and treatments. Proof of pet removal must be provided by the Tenant when violation has occurred if occupancy is to continue."

  
  The $1000 ($500 per apartment) is a reasonable demand from the owners.  As the agents of the owners, it is our duty to execute any lawful instruction.  The additional cleaning of upholstery and carpet would easily reach $500 per side. We have not attached the receipts for extra cleaning which the owner pays.  
  At this moment, I will make a one-time offer to settle this dispute for the $300 minimum fee agreed to in the contract per rental unit ($300 per unit - two units is $600 plus tax).  Once we receive receipts, if we are not resolved I will have to add back the extra $200 per unit and perhaps more. 
  Yes.  The $300 minimum fee is punitive.  But it is not unfair or unwarranted.  The contract is clear.  I appreciate the opportunity to resolve this issue.  

  
  Sincerely,
  

  Customer response

  08/16/2022

  
  Complaint: ********
  
  I am rejecting this response as follows:

  Owner Response:
  “The guests allowed a pet to be on the property overnight. They rented both sides of a duplex.  The owner wants $500 per side for the dog being hosted in a non-pet friendly property.”

  Complainant Response:
  Renting both sides does not automatically entitle the charge to be applied to both sides, however, this is irrelevant because the dog was not “hosted” and certainly was not on the property overnight. This statement is definitively false.

  Owner Response:
  “Tenant understands and agrees that a violation of the pet policy may result in fees of not less than $300 and include additional charges for costs associated with pest control, carpet cleaning or replacement, furniture cleaning or replacement. Tenant accepts that these damages and proper remediation can routinely cost thousands of dollars. In addition to these costs, the Tenant agrees to be held responsible for any lost rents experienced by the Owner the following week due to the extensive time that may be needed to complete remediation, cleaning, and treatments. Proof of pet removal must be provided by the Tenant when violation has occurred if occupancy is to continue."
  Complainant Response:
  The agreement states “may” result, not “shall” result. This allows for reasonable discernment of facts vs. an imperative.

  Owner Response: “We have not attached the receipts for extra cleaning which the owner pays.”
  Complainant Response:
  Claiming the properties required anything other than routine cleaning after check-out is false. The realty company sent an inspector to the units while we were present. The inspector informed us that all was in order, and we trusted the issue would be resolved in an ethical manner. We will not accept responsibility for unsubstantiated cleaning expenses, the expense of routine cleaning, cleaning necessitated by subsequent renters, nor punitive damages resulting from false claims.

  Sincerely,

  
  ***** *********
  

  Business response

  08/22/2022

  Thank you again for the opportunity to respond. 

  First, let's agree that the response cannot be rejected.  The offer to resolve this complaint can be accepted or rejected or negotiated.   I assume you are rejecting this conciliatory offer and tacitly accepting that you have no responsibility for the breach of the contract.  
  
  1) Renting both sides automatically gives you, the lessee, the opportunity to enjoy each of the units independently or jointly or not at all.  It does not imply that one might not be responsible for damages on both sides should they decide to pound the respective refrigerators with a hammer for fun. One is responsible for damages on either side.  There are two separate rental contracts.  Two separate units.  A pet was present in exactly the manner prohibited by the contract stated above ("A pet of any kind on the premises including exterior, decks, garages, etc. of a non-pet Property is absolutely prohibited and is grounds for expedited eviction of the entire party and forfeiture of all monies paid as provided in the NCVRA. Tenant understands and agrees that a violation of the pet policy may result in fees of not less than $300 and include additional charges for costs associated with pest control, carpet cleaning or replacement, furniture cleaning or replacement").  Because we are reasonable and fair folks, the tenant was not evicted, which is allowed under the contract.  The owner simply instructed us to collect the minimal fee for each side and forego even more punitive measures.  We are required, by law, to act according to any lawful instruction given us by the owner.  That is what we did. 
  
  
  2)   The contract says "may."  This is correct and a pertinent and germane observation.  The word "may" provides some ambiguity and the possibility of weighing other factors.  We have weighed other factors and in a near blind fit of insanity determined that Treasure Realty would risk having to pay 40% of the complainant's debt to the owner in order to appear to be reasonable and to continue the fine tradition of presenting ourselves as folks who understand why the word "may" is in the contract.  You can reject this, but that only reinforces the difficulty here.  The difficulty is that you do not want to accept responsibility for breaching the contract.  The dog was present and traveled between units.  It is completely irrelevant as to whether it stayed overnight or ten minutes. The MINIMAL fee is $300.  The grace you want has already been extended.  There are no charges for damages, cleaning, or anything that COULD have been charged. Why were there no further charges when the contract clearly allows for them? They are not there because we are actually reasonable and fair minded people.
  
  
  3)  I am 100% confident that the unit was left in fine shape.  I do not know whether there was a need for additional cleaning.  I know that I do not have receipts for additional cleaning and therefore, the complainant is not being required to pay these costs.  The owner is the one with access to the **** camera.  Our communication to you was, "We are aware that the dog was at the property last night, not just today or tonight. Please immediately remove the dog. The fees will be available for you to pay in your portal tomorrow. I will alert you when they have populated in your portal. A member of the Team will let you know when an inspector is on the way to inspect the units for damage."  You only responded with the statement that, 'The dog is not staying at the property and is not at the property."  I can only conclude that the owner has communicated accurately and that, given the rather ambiguous response, you did not feel comfortable saying otherwise.
  
  
  4)  Again, we will be happy to reduce the outstanding balance to $600 plus taxes. 

  Sincerely,

  Customer response

  08/25/2022

  
  Complaint: ********
  
  Treasure Realty claims to be in communication with the owner and receiving direction from the owner about this matter; Treasure Realty sent an inspector to inspect both sides of the property and the inspector informed us that all was in order; however, Treasure Realty also claims to not know if there was any damage or extra cleaning required to the properties. We find this conflicting information to be disingenuous and troubling to say the least.

  
  The dog was not hosted at the property, and we explained in full the nature of the dog being on the outside of the property. There is nothing ambiguous about the circumstances.

  
  We offer to settle this matter in full upon receipt of the following from Treasure Realty:

  
  1) Statement from Treasure Realty on behalf of the owner confirming there was no damage repair or extra cleaning required inside or outside of either property resulting from our stay.

  
  2) Reduction of the “fees” to $300 to be paid by bank check upon acceptance of this offer.

  
  We feel this is reasonable and more than fair offer given the circumstances and is our final offer to close this matter. 

   

  Business response

  08/27/2022

  Thank you for the opportunity to respond.
  
  
  On behalf of Treasure Realty, it is our opinion that there was no significant ill effect on the property due to the tenant's breach of the contract and the presence of an unauthorized pet.
  Treasure Realty will reduce the fees associated with the breach to $300 plus tax, to be remitted by bank draft per the tenant's request. Total remaining balance for reservation 218239 is $339.00.
  Sincerely,

  Customer response

  08/31/2022

  
  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.

  A bank draft in the amount of $339.00 is forthcoming. Please confirm receipt and payment in full once received.

  Thank you.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented a beachfront house from Treasure Realty from July 23 to July 30 2022. When we arrived the air conditioning on second floor was not working, there was black mold on first floor and third floor, one of the first floor bedrooms had water dripping from ceiling and part of ceiling had collapsed. On further inspection all bedrooms on first floor had signs of moisture. I never received any type of communication from the realtor other than texts, after calling them 6 times on that Monday. Air conditioning repair man arrived late Monday afternoon and repaired air conditioning on second floor but showed me all the black mold around first floor air conditioner and said first floor air conditioning was causing all the moisture because of no maintenance on ghat unit. Everyone who slept on first floor became ill. I requested a partial refund for 3 days, price of rental was $14,000 for one week. We also lost all the frozen food in refrigerator because the second floor where kitchen was located became so hot refrigerator could not keep the food cold.

  Business response

  08/03/2022

  The complainant and I discussed the issues.  We provided a 30% refund of the base rental rate for the issues.  He agreed to accept that as satisfying his request of us and the BBB complaint.  Thank you. 

  Customer response

  08/03/2022

  
  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,
  
  ******* ******

• Initial Complaint

  08/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We are extremely disappointed with this whole experience involving our Vacation Rental at ******* **** ************ HOA and Treasure Reef Realty As we try to find parking, we discover that more than half the parking is covered with huge piles of sand with tractors parked next to them. We had to park all the way on the other side of the complex and drag our luggage through a parking lot full of sand to get to our door. One would hope the drama would end there! Nope. We open the door to a smell that about put you back outside. Come to find out there is a kitchen sink full of dirty mop water with the mop still in it. After Draining the sink, we had to open the windows and doors to get the smell out. After that we turn the AC on that is way undersized for this unit and hardly made a dent cooling off the air. Done yet? Nope! So after getting to bed around 3:00am, we are awoken just as the sun is coming up by the sound of heavy equipment and their back up buzzers as they did every day of our VACATION. The next day we wake up because out unit was completely without power and no AC. We quickly go outside to discover our while building is without power. Several renters were outside discussing this and were clearly as upset as us. After packing up our things and canceling our plans for the family to come have a beach day and lunch, we walked down to the car to leave. As we are leaving, I noticed a gentleman working for Jones-Onslow Power working on the building. He has every Meter off the building so I asked what happened. He said nothing was wrong, they were moving the power from one side of the building to the other. I asked if this was a planned outage and he said yes sir! Now we are forced to being away from the place we are paying money to stay because there is no power. Keep in mind we have a weeks worth of food in the refrigerator at this time. The property is under construction, you can’t even enjoy the beach because of the noise of the pumps and heavy equipment runni

  Business response

  08/03/2022

  We sent the following response and offer of refund to the complainant:

  Hello **********,
  
  
  
  Thanks so much for taking time to share with me some thoughts concerning your recent stay.
  
  Please accept my apologies for the shortcomings you experienced.  I know it can be very frustrating when the place you choose for vacation falls short of your expectations.
  
  We realize your time and money are precious, especially when it comes to something like a family vacation.  Our goal is to present every property in a condition that will allow for maximum enjoyment. We realize that sometimes issues arise which result in something less than this level of maximum enjoyment.  I appreciate your choice to vacation on Topsail Island and hope that you really enjoyed your stay, even given the shortcomings you experienced. 
  
  You have requested some financial consideration and given me the opportunity to try to quantify the shortcomings.  Specifically, there was a scheduled power outage for work by the local power company. Unfortunately, though it was scheduled, Treasure Realty was not privy to that information. The outage lasted about 8 hours.
  
  Strictly speaking, there is no provision in the Vacation Rental Agreement for refunds, discounts, or transfers outside of issues of fitness and habitability that might require the property to be vacated.  However, we understand that sometimes refunds and discounts are simply good business and the right thing to do. 
  
  Our rule of thumb is that refund discounts are reserved for catastrophic failures of major appliances or advertised amenities which cannot be repaired within 24-48 hours.  In no case does a refund exceed 20% of the base rental rate unless the property is rendered completely uninhabitable and subsequently vacated.  
  
  We recognize you as a valued customer and want to make a tangible expression of our shared regrets. The base rents for your property were $1196 for the week. That's about $7.40 per hour. That's right at $175 per 24 hour day. The power was out for 8 hours. That is $58.33 for the 8 hour period. Even though it is eminently sensible and accurate, it seems like a small amount for a pretty big inconvenience. Let's double it to $116. Strike that. Let's triple that number.
  
  I am able to issue a refund/discount of $175 (about 14.6% of the base rental price of $1198.96). I can also provide a discount of 5% on a future non-prime rental through Treasure Realty, should you be able to return in a non-prime rental period (mid-September through mid-May).  Simply reference the reservation number when you call and we will apply the discount. 
  
  If it is still possible, we will issue the credit of $175 to your credit or debit card. 
  
  As with all our discount refunds, please understand that, in receiving this or any refund/discount, you accept this as full satisfaction and expressly release Treasure Realty, its assigns, and the homeowner from any further obligation in this regard. Additionally, you agree that you and your party will refrain from and take full responsibility for any and all written or televised reviews or complaints which might disparage Treasure Realty, the owners, or the home in question in any way with regard to this stay.
  
  Thank you for your patience and patronage.  We hope to see you again soon.
  
  
  Sincerely, 

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 6 2022, I signed a reservation agreement with Treasure Realty for ** ******** **** **** with the following details: Reservation #: ****** Guest name: ******** ******** Dates: Jun 18, 2022 - June 25, 2022 Fee: $6538.42 We arrived around 5pm, and found the property had not been cleaned to the point of being entirely unsanitary, and consistent with false advertising regarding the pet environment: Floors and furniture covered in dog hair (filled an entire grocery bag, multiple vacuum canisters) Floors, bathroom, furniture covered with sand Urine/feces on the toilet surfaces Food bits and dead roaches on the floors Sanitary napkins under the beds A load of wet laundry still in the washer Layers of dust/dirt in the dresser drawers Toothpaste spit in bathroom sinks and mirrors Old fish in the sink We texted the after hours maintenance at 5:34, they sent a cleaner (with her 9 year old child in tow) - she cleaned until 9:30pm, took many photos, which I now have. It was much better, but there was still considerable dog hair in this property where "no pets allowed" is listed as an AMENITY (false advertising). We emailed TR, stating we may not be able to stay. We were unable to use the property at all Saturday night so she could clean, and we spent Sunday cleaning it, texted and emailed TR, received a vacuum late Monday (which we had to assemble, requiring tools not in the house). The degree of pet hair and general state of the property made it impossible to enjoy until after Monday night when WE finally finished vacuumed multiple canisters of remaining pet hair. We called, texted, and emailed TR multiple times on each day. Finally, my husband spoke to someone who promised to look into a partial refund. At $934/night, and three days of filth, I expected we would at least get a reply. We requested 2 nights refund as a compromise. All we got was a text that the $200 checkout cleaning fee would be waived. Totally outrageous.

  Business response

  07/16/2022

  Thank you very much for the notification.  I have responded to the complainant via email confirming her refund and increasing it 4 fold.  I am waiting to here back from her to move forward with the refund she requested.  Sincerely, 

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented surf condo 126 from 6-11-22 till 6-18-22. On 6-13-22 condo A/C quit working. On 6-14-22 we where told that it would be at least 3 to 4 days before it was fixed. We were In the middle of a heat advisory and it was 90 in condo and my mother-in-law has COPD and couldn't breathe in the condo. The office told us absolutely no refund and we left. Couple days later they called wanting to give partial refund that was not an acceptable amount. I have the voicemail they left with the refund they were trying to give us saved in audio file format.

  Business response

  06/30/2022

  The following was sent to the guest after a discussion on the phone today (30 June).  He is a very pleasant fellow and I believe we have come to an agreement.  The refund of $1449.64 which he requested has been processed.  Thank you. 

  
  Hello ******,
  
  Thanks so much for taking time to share with me some thoughts concerning your recent stay.
  Please accept my apologies for the shortcomings you experienced.  I know it can be very frustrating when the place you choose for vacation falls short of your expectations.
  We realize your time and money are precious, especially when it comes to something like a family vacation.  Our goal is to present every property in a condition that will allow for maximum enjoyment. We realize that sometimes issues arise which result in something less than this level of maximum enjoyment.  I appreciate your choice to vacation on Topsail Island and hope that you really enjoyed your stay, even given the shortcomings you experienced. I am really sorry that our front desk representatives seemed unsympathetic to your plight. That is not what we want to convey. I appreciate your willingness to call this to my attention.
  
  
  Strictly speaking, there is no provision in the Vacation Rental Agreement for refunds, discounts, or transfers outside of issues of fitness and habitability that might require the property to be vacated.  However, we understand that sometimes refunds and discounts are simply good business and the right thing to do. Our rule of thumb is that refund discounts are reserved for catastrophic failures of major appliances or amenities which cannot be repaired within 24-48 hours.  In no case does a refund exceed 20% of the base rental rate unless the property is rendered completely uninhabitable and subsequently vacated.  
  We recognize you as a valued customer and want to make a tangible expression of our shared regrets. Since you did, in fact, vacate the property and the AC could not be repaired immediately, we agree that the refund you requested was in order. I apologize that the refund was not processed earlier. We were operating with the understanding that the refund process had already been initiated.
  
  
  For Mxxxxxx, From Mxxxx Sxxx CXXX 126:
  
  The amount provided by voicemail for the refund for no AC and vacating the property. You offered a refund of 3 night, starting Wednesday. However we left on Tuesday and Monday and Monday night had no AC. I would like a refund for 4Nights, and will pay half price for Monday night to be fair.
  *************
  ***************************
  *******************
  Please provide refund in the amount of 1449.64
  At that time, I will **** ** ********* **** *** **** *** stop the process of the disputed charge with.my CC company.
  Please feel free to reply or send agreement in writing to my email. ****************
  In addition I lost a day of vacation. Today I will be traveling by ferry and unsure of cell service. Thank you.
  Sincerely,
  Axxxx Mxxxxxx
  
  We have processed the refund for $1449.64. You should see it on your credit card within a couple days.  
  
  As with all our discount refunds, please understand that, in receiving this or any refund/discount, you accept this as full satisfaction and expressly release Treasure Realty, its assigns, and the homeowner from any further obligation in this regard. Additionally, you agree that you and your party will refrain from and take full responsibility for any and all written or televised reviews or complaints which might disparage Treasure Realty, the owners, or the home in question in any way with regard to this stay.
  
  Thank you for your patience and patronage.  We hope to see you again soon.
  Sincerely, 
  

  Customer response

  06/30/2022

  
  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,
  
  ******* *****

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a condo for Sept. 18th, 2021, Sat to the next Sat. We rented at *************, #**** in N. Topsail. The condo was in disarray when we arrived. The carpet was dirty, the furniture was dirty, blinds were missing slats, bedding was thrown into a wad in the closet. We thought we could last a week but on Wed. evening, we found roaches in the condo! There was also garbage piled on top of garbage underneath the condo. We decided to leave and was talking to the people next to us, explaining about the roaches and they said they had them too and was told to go buy bug spray! I took pictures of everything, stopped in the office to explain that we were leaving early and why. **** asked if we would send him the pics (which they all seemed appalled by the filth) so he could show them to the board and they would compensate us but we have never received anything from him but empty promises. As late as two weeks ago telling us our refund would be in our checking account and it still isn't. This is really a sleazy company. We will never stay anywhere in Top Sail or Surf City that Treasure Realty rents out and will advise my friends never to use them. We may never get our money from this company You also asked about military status. My husband is a Retired USAF Lt. Col. with 30 years in active service.

  Business response

  12/30/2021

  Business Response /* (1000, 5, 2021/12/22) */ Hello, This email is about 10 weeks late, in my opinion. There are a few ways I can conceive that your email of October 4th, 2021 could have been overlooked or ignored. All of them leave me disappointed, angry, and embarrassed. It's never great to get a notification from the BBB which points out something that would have been so easy to put to bed two months ago. Please accept my apologies for the delay in our response and for the shortcomings you experienced. I know it can be very frustrating when the place you choose for vacation falls short of your expectations. We realize your time and money are precious, especially when it comes to something like a family vacation. Our goal is to present every property in a condition that will allow for maximum enjoyment. We realize that sometimes issues arise which result in something less than this level of maximum enjoyment. I appreciate your choice to vacation on Topsail Island and hope that you really enjoyed your stay, even given the shortcomings you experienced. You have requested some financial consideration and given me the opportunity to try to quantify the shortcomings. Specifically, you report that you vacated the property on Thursday of your stay due to general condition issues and a sudden increase in the appearance of bugs. Strictly speaking, there is no provision in the Vacation Rental Agreement for refunds, discounts, or transfers outside of issues of fitness and habitability that might require the property to be vacated. However, we understand that sometimes refunds and discounts are simply good business and the right thing to do. Our rule of thumb is that refund discounts are reserved for catastrophic failures of major appliances or amenities which cannot be repaired within 24-48 hours. In no case does a refund exceed 20% of the base rental rate unless the property is rendered completely uninhabitable and subsequently vacated. We recognize you as a valued customer and want to make a tangible expression of our shared regrets. Our records show that you reached out to us twice, once on Saturday about internet access (solved by you) and on Tuesday around 6 pm. On that call you needed help with some TV issue (Brandon was sent to your aid). You also had a couple questions about the trash schedule and procedure for the morning. Effectively, you took occupancy and stayed 5 nights without reporting issues and then vacated early and asked for some compensation for having left early (I think). I understand the young man at the front desk indicated that some compensation would be considered. That was a bit of a misstep in communication. There is a process by which one might request some consideration for a discount refund. I regret that the process was not explained to you. Had we given prompt consideration, based on your email of Oct 4, we likely would have concluded that occupying for 5 days is really a statement that the property was fit and habitable. We probably would have given a small discount for cleaning deficiencies, just as a goodwill gesture. And we would have explained that leaving early would not/could not be compensated, based on the vacation rental agreement. Again, I am sorry we didn't. So... you think we are sleazy and I know we are not. Well. We are imperfect, but we are not sleazy. And it's my fault. So now I am trying to come up with a "refund" amount that is fair to you, Treasure, and the owner. Your base rent was 1249 per week. That's $178 per night. Two nights would be $360 (rounding up to reduce the sleaze factor). Your BBB complaint was pretty brutal and I can see no reason to think that the money we sent on to the owner can be considered "yours" - as in something we owe you as compensation for your choice to depart early. But in some way it seems almost reasonable for Treasure to simply give you this refund. We really do want to be better every day. So here you go. I am able to issue a refund/discount of $360 (about 28% of the base rental price of $1249). I can also provide a discount of 5% on a future non-prime rental through Treasure Realty, should you be able to return in a similar non-prime rental period (mid-September through mid-May). Simply reference the reservation number when you call and we will apply the discount. You can expect to receive a check within the next 30 days or so. As with all our discount refunds, please understand that, in receiving this or any refund/discount, you accept this as full satisfaction and expressly release Treasure Realty, its assigns, and the homeowner from any further obligation in this regard. Additionally, you agree that you and your party will refrain from and take full responsibility for any and all written or televised reviews or complaints which might disparage Treasure Realty, the owners, or the home in question in any way with regard to this stay. Thank you for your patience and patronage. And heartfelt thanks for your service to our country! We hope to see you again soon.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My family rented a beach house July 24th-31st. The cost of the house for the week was $10,532.03. The total amount due was paid in full prior to the week of rental. When we arrived at the house, it was filthy. One of the bathrooms had mold on the shower curtain and hair all over the bathroom floor. The carpeted steps had sand all over them. Trash and food wrappers found in the couch. The silverware drawer had dried food in it and the refrigerator was dirty. Vents were full of dust. Along with the house not being clean, there were many things that were broken or didn't work. A couple of the sliding doors didn't open, not all the burners on the stove worked, the front of the dishwasher was falling apart, and there were several nails sticking up on the deck. The company did send someone out to replace the shower curtain the night we got there. When we returned from vacation, Treasure Realty sent a survey and I promptly filled it out asking to be contacted by the company. When I didn't hear anything, I sent an email to the company on 8/27/21. When I still didn't get a response, I called Treasure Realty on 9/21/21 and spoke with someone named ******. I told him about the problems and that I would like some money refunded. He said he would contact the owners of the property to see what they were willing to do. I never heard back, so I called the company again on 10/21/21 and spoke with ****. He said he would have ****** call me. To this date I haven't received a call back from the company regarding this matter. At the very least, I expect a house that we paid over $10,000 for to be clean and not have several things needing repaired.

  Business response

  12/02/2021

  Business Response /* (1000, 5, 2021/12/02) */ The following email was sent to the customer on Nov 29. Hello Hxxxxxx, Thanks so much for taking time to share with me some thoughts concerning your recent stay. First, let me apologize again for failing to follow through in a timely manner when you reached out via the survey, your email, and your phone call. Please also accept my apologies for the shortcomings you experienced. I know it can be very frustrating when the place you choose for vacation falls short of your expectations. We realize your time and money are precious, especially when it comes to something like a family vacation. Our goal is to present every property in a condition that will allow for maximum enjoyment. We realize that sometimes issues arise which result in something less than this level of maximum enjoyment. I appreciate your choice to vacation on Topsail Island and hope that you really enjoyed your stay, even given the shortcomings you experienced. You have requested some financial consideration and given me the opportunity to try to quantify the shortcomings. Specifically, after your stay was complete, you reported cleaning issues throughout the home, dirty shower liner, sliding glass doors weren't easily operable. Upon your departure more issues were reported that we would have liked the opportunity to fix for you: House, it was filthy, One of the bathrooms had mold on the shower curtain and hair all over the bathroom floor, the carpeted steps had sand all over them, trash and food wrappers found in the couch, the silverware drawer had dried food in it and the refrigerator was dirty, vents were full of dust, a couple of the sliding doors didn't open, not all the burners on the stove worked, the front of the dishwasher was falling apart, and several nails sticking up on the deck. During your stay, you reported that the property was not properly cleaned and you declined our offer to send out the housekeepers to remedy any shortcomings. You reported the need for a clean shower curtain and we delivered one right away. You also reported a problem with the difficulty opening the sliding glass doors and we sent ****, one of our maintenance men. Unfortunately, we were not given the opportunity to respond to the rest of the issues you reported after your departure. Strictly speaking, there is no provision in the Vacation Rental Agreement for refunds, discounts, or transfers outside of issues of fitness and habitability that might require the property to be vacated. However, we understand that sometimes refunds and discounts are simply good business and the right thing to do. Our rule of thumb is that refund discounts are reserved for catastrophic failures of major appliances or amenities which cannot be repaired within 24-48 hours. In no case does a refund exceed 20% of the base rental rate unless the property is rendered completely uninhabitable and subsequently vacated. We recognize you as a valued customer and want to make a tangible expression of our shared regrets. Strictly speaking, the issues you reported during your stay were addressed. The cleaning issues do not rise to the level of a discount refund, since you declined the offer to send the housekeepers back out. That being said, we realize that you and your party likely rectified the shortcomings with respect to cleaning yourselves. So, it is reasonable that we might compensate you for the time and effort associated with finishing up the cleaning to a level that was satisfactory for you and your guests. The only remaining issues would be having the nail pops nailed flush again and looking into the possible malfunction of one of the burners on the stove top. Even though you did not report these issues during your stay, I can see where it might be reasonable to provide some compensation for these inconveniences. In a normal circumstance, we would provide some compensation for your efforts to rectify the cleaning shortcomings of about half the cost to clean the property ($125 of the $250 cost). Likely, we would have inflated that to make the refund discount something that seemed significant and reflected out shared disappointment. Probably the whole $250. The mitigating factor in this case is the fact that we flat out overlooked your reasonable reports after your departure. Had we sent you this email after your first contact, this would have been over and both of us would feel the right thing was done. That failure on our part leaves us both, today, with a feeling that the right thing hasn't been done. We have contacted the owner and, between the owner and Treasure Realty, we have determined to provide a refund discount of significantly more. I am able to issue a refund/discount of $1000 (a little over 11% of the base rental price of $8999). I can also provide a discount of 5% on a future non-prime rental through Treasure Realty, should you be able to return in a non-prime rental period (mid-September through mid-May). Simply reference the reservation number when you call and we will apply the discount. You can expect to receive a check within the next 30 days or so. As with all our discount refunds, please understand that, in receiving this or any refund/discount, you accept this as full satisfaction and expressly release Treasure Realty, its assigns, and the homeowner from any further obligation in this regard. Additionally, you agree that you and your party will refrain from and take full responsibility for any and all written or televised reviews or complaints which might disparage Treasure Realty, the owners, or the home in question in any way with regard to this stay. Thank you for your patience and patronage. We hope to see you again soon. Sincerely, Consumer Response /* (3000, 7, 2021/12/08) */ The reason we refused the cleaning company to come back to clean was that we had already moved our stuff in for the week before we realized how dirty it was. We didn't want to have to "monitor" someone around all of our stuff while they did the job that should've been done properly in the first place. The maintenance guy that was sent for the sliding doors did not fix them while he was there. The reason the other issues were not reported during our stay was because we seemed to find something new each day and did not want a maintenance guy coming there constantly. That would make our stay there even more unenjoyable. That being said, our family does appreciate the offer of partial refund. I hope this brings to light the the ongoing need for maintenance of your properties. Sincerely, ******* ***** Consumer Response /* (3000, 14, 2022/02/02) */ This business has not resolved this matter as stated they would. I was told I would receive a check within 30 days and it's been over 2 months. I've received no further contact from this company regarding this complaint. I would like to have this resolved as soon as possible. Thank you for your help. ******* Business Response /* (4000, 16, 2022/02/08) */ Hello H******, Thank you so much for contacting the BBB with respect to your receipt of the check from Treasure Realty in the amount of $1000. We have cut a new check and mailed it out to you. Feel free to contact me should you fail to receive the check within the next 5 days. Thanks! Sincerely, Consumer Response /* (3000, 14, 2022/02/02) */ This business has not resolved this matter as stated they would. I was told I would receive a check within 30 days and it's been over 2 months. I've received no further contact from this company regarding this complaint. I would like to have this resolved as soon as possible. Thank you for your help. ******* More Information from Consumer: After not receiving the check within 5 days, I had to contact the company again to let them know I had not received it. Finally, after 8 months and several attempts to get this matter resolved, the case is closed.

*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. ↩