Complaints

This profile includes complaints for Bryant Real Estate's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bryant Real Estate

  1001 Lumina Ave N Wrightsville Beach, NC 28480-1109

• 

  Bryant Real Estate

  1401 N. Lake Park Blvd Carolina Beach, NC 28428

• 

  Bryant Real Estate

  PO Box 899 Wrightsville Beach, NC 28480

• 

  Bryant Real Estate

  501 N College Rd Wilmington, NC 28405-3521

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:05/23/2024

  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 rented a house that is managed by Bryant Real estate. The communication was good from the start. The day we arrived at the house was May 17th and to stay till May 19th. Upon entering the home we noticed the floors were dirty. As in you walk on them and your feet are black. Second once we got to the top floor the center bathroom shower curtain was laying on the floor. As a tech I tried to get it back up so that bathroom could be used. I noticed that the curtain rod was rusted and too short for that shower. However we managed to get it to stay up. The next morning when using the master shower I noticed mold all over the shower. Also has a shower curtain rod not meant for that shower. As we sat on the porch upstairs we noticed the outdoor furniture falling apart. Literally pieces of them sitting on the porch with rust around the bottom. Needless to say we decided that we were cutting the stay short and went home on the 18th as the beach access was closed as well. Following our return I wrote the survey describing all the issues and a review. The next day I was charged for the shower curtain rod that was already damaged when we arrived. I feel they have probably done this several times to other people. I think its unfair that we have to pay for something we did not damage in a house that is absolutely disgusting. We will never use this company again nor will we let friends or family. Totally dissatisfied with the whole transaction.

  Business Response

  Date: 06/03/2024

  We apologize if the property was not up to par when you arrived. We strive to inspect all of our units after they have been cleaned as an additional measure, however it appears are team did not successfully locate the concerns prior to your arrival. We do wish you had let us know right then so we could have addressed the floors and the shower rod. We could have resent a cleaner to remedy the situation while you enjoyed the beach.  Unfortunately, the review for damage and charge for the shower rod had been completed prior to our customer service team reviewing your survey.  We did receive a complaint from the guest regarding the charge for the broken shower rod and management then reviewed the survey response provided by the guest and felt it was our error and the shower rod should not have been charged as damage for the break but as normal home maintenance.  The charge of $51.36 for the replacement rod was refunded to the guest on 05/27/24.  We appreciate the feedback and apologize you had to bring it to our attention for correction.  

  Bryant Real Estate Management 

  
  

• Initial Complaint

  Date:05/15/2024

  Type:Order 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.

  ***** was booked a month before arriving. Upon arriving was told no reservation on file. Total of ******* was paid when reservation was made. Drove 5 hours and had no where to go. Had to settle for motel room costing an additional ******. Bryant Realty denied any responsibility.

  Business Response

  Date: 05/15/2024

  Bryant Real Estate agrees that what happened to this guest is not fair and was not handled by the new property management company in a professional fashion.  The property owner of this unit ended their management services with Bryant Real Estate effective April 30, 2024.  Due to this termination, by law, we were no longer able to service the reservation.  We notified ******************* on April 19, 2024, that we would not be managing their stay in May.  We provided them with the new management companies name, phone number and email address.  We also notified them we would be turning over their rental agreement and full payment as we are required by law under a management change. We sent the new management company all contact information and rental agreements on April 16th to ensure there would be a smooth transition as of April 30th.  On April 26th we emailed the new management a company a full financial breakdown of every reservation to ensure a smooth transition. We mailed all funds to the new management company on April 30th.  However, this guest booked through Airbnb, and we do not receive their funds from Airbnb until their stay.  We received the funds from Airbnb in May and mailed full guest funds of $969.40 to the new management company on May 7th as soon as they were received.  We do understand the guest complaint and concern but unfortunately this reservation management and error was handled by another company as we were no longer the property management company and did provide all funds and contracts to the new company.  We also ensured to notify all guest of the change and provide all documents to the new management company ahead of the termination date to allow for a smooth transition of management.  

  - Bryant Real Estate Management 

• Initial Complaint

  Date:04/19/2023

  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.

  I rented a property on ********** from this agency from 4/17/23-4/21/23, full payment was made ahead of time ($961.40) as was the booking on 4/7/2023. On arriavl to the property on 4/17/2023 at 6pm I found 3 roaches inside the bedroom I was supposed to be sharing with my husband, I called the after hours line in order to let Bryant Realty know there was an issue, and I was put on with a on call service I left a message and at 6:33 heard back from a *********************, a property manager with the company. I let ***** know what the issue was and informed him as there was clearly a ***** probelm I prefered not to stay at the property at ********************************************, but that we would be more than happy to be moved to another property, he informed me that he could not do this , I asked him for a refund on the property, he then preceeded to tell me tht I could cancel my reservation, but that he could not gaurentee me a refund, but that his company could spray and we could stay at the same proetry we were already renting. I again told him that this was not okay as we had already found not one but three roaches on the property and that we would be leaving. We then left the property and went to a hotel, ***** then sent me a text at 8pm to ask if we had left the building, and I let him know we had. He proceed to text me that he had found only one *****, I told him to look below the dresser, and he states that "found one under the dresser.Nothing moving." I said "okay but there's dead roaches x3? Moving or not Sorry not really okay" I heard nothing further from ***** that night but emailed the company againg asking for a change of accomidations or a refund, and let them know I would be calling during normal business hours on 4/18. On the morning of 4/18 I again spoke with ***** who infomred me I would not nor was I entiteled to a change of accomomidation or a refund, I asked to speak to either the owner or manager of the company and after 10 minute hold ***** the assistant manager picked up. I spoke with ***** about the issue she stated to me that this was a newer property and she was unsure of when it was last prayed for roaches, when there had last been a geust that had stayed or what the cleaning shcedule was for the property, but that she would call me back. ***** called me back at 11:33 am she informed me that the property had not been sprayed since March, and that there were people who had stayed at the property the week before, and that there was a large probabilit that because there were freshly dead roaches in the building thet yes there were more than likely live roaches there as well, but that the sprayting had done its jobs as the ****** were dead. She offer to have the premicise resprayed and cleaned, but warmed that more than likely with respraying there would be additional roaches within the room. I again requested a change or accomidations or a refundd as I explained I prefered NOT to stay in a place with roaches or "***** activity" I was again denied, and told her I refuse to continue staying in the cottage. I am not satisfied with the closure of this matter, and in reading the 17 listed complaints about this company on the Better Business Beurau website I have learned that unfortunatly I am not the only person that has had this issue with this particular company, I attempted multiple times to be moved to a different location with out sucess, and have since rented a differnt place in **********, I am seaking a refund of $961.40 from this company.

  Business Response

  Date: 04/20/2023

  
  Bryant Real Estate regrets that wonderful family memories were not able to be made during your April reservation.  It is unfortunate that 3 dead Palmetto Bugs were found in the property after arrival. We understand that the pests in beach towns are a common concern and hope that pest control service will combat this possibility and kill unwanted critters. Our desire was to address the expressed concern and offered to send a tech for after-hours treatment or the next day at the guests convenience and also send hospitality to reclean.  We did warn the guest to ensure a clear and honest picture was provided that immediately after pest control it can cause movement of exterior pests.  The guest declined the offer for pest control or cleaning and selected to cancel their reservation.  We do hope your new accommodations provided a relaxing and wonderful vacation.  

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19954858
  
  I am rejecting this response because:

  Not Palmetto bugs, these were Cockroaches. No I will not be staying nor would I or any other person choose to stay in a room with Roaches. One of these may have been a palmetto bug, based on size the others were German Cockroaches that can only live where humans live, are pests and will  follow people home in bags, electronics and clothing. We attempted to ask you for ***** free accomidations it is not on me your customer to leave my room for you to spray chemicals that are hazerdous during my vacation. If there was spraying  that needed to be accomplished it should have been done before having guests, again not my responsibilities but your businesses, if your "new" rental needs an updated pest program that should have been handled before arrival. Amazing that as one of the largest rental companies In CB you had no other accommodations, because as your property manager put it "Pier View is entitled to income". Your guests should be "entitled" to a ***** FREE accomidation. Again not just me 17 other listed complaints and a 1/5 star rating on BBB website for similar issues with other people who have had dealings with this business. I reject your response and find it ridiculous as well as insulting. 

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

• Initial Complaint

  Date:07/19/2022

  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.

  Horrible Experience with Bryant Real Estate. Enjoyed a nice week at the beach in a nice house. The problems started after we departed. I received an email stating that we had "broken into a secure area of the house and used the bathroom" and I was being charged an additional cleaning fee. We absolutely did no such thing, but when I called and talked to Chris, the Property Manager, was told that the charges had already been charged and that they take the word of their cleaning company. I was told there was no pictures or any proof, just the word of the cleaning company. Maybe the cleaning company is getting an extra cleaning fee by saying this happened? When I asked to speak with the owner, I was told that the owner was unavailable and that he did not normally take calls from customers. I am a business owner traveling with my family and we absolutely treated the house better than we would have treated our own. I will be contacting my credit card company to see if they can help me resolve the issue. Save yourself the hassle and rent from one of the other rental companies in Carolina Beach.

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 5, 2022/07/20) */ We are sorry to hear of your displeasure ****. Unfortunately, the story you tell here is a bit different than our conversation, where you admitted that your kids entered the locked room. Our housekeeper noticed the door unlocked and opened, and the bathroom in the suite had been used. You even noted to me that had you known it was only a $100 fine you would have stayed in there all week. Despite the issue you have with me personally, I hope that you and your family made many wonderful memories and that these will long outlast your anger. I see no compelling reason to refund your card as you have admitted to the trespass.

• Initial Complaint

  Date:06/10/2022

  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.

  Date of Transaction: May 27-31, 2022 Amount Paid: $1918.31 My wife and I along with our dogs rented **** ***** *** Unite ***** a beach view condo for the Memorial Day holiday. Nature of dispute: The "rental charge" was $790.16. Additional fees were as follows, Accidental Damage $95, Pet fee (x 2) $400, Guest Service Fee $175, Administrative Fee $42.82, Booking Chanel Fee $194.64. The additional fees amounted to $1,128.15 beyond the rental charge. The rental unit was disgusting. Sand everywhere, pubic hair on mattress cover, sticky counters that left Lysol wipes black, and a rancid smell. The living room remote was sticky and did not work, ottoman was sticky, living room area rug sticky and damp with rancid smell plus ants. Floor under couch sticky. When we arrived, there was a box fan pointed at the rug. After some investigation, we determined the smell/stickiness was a beer spill and clearly no attempt was made to clean up. We spent our entire first evening and into the next morning cleaning the rental. We reported the remote to maintenance and someone arrived to replace the batteries. When we mentioned the sticky rug his response was "Still?!" and removed it - clearly the spill and sticky mess was well known. The amount of work we were expected to do when we checked out - strip bed, wash dishes, take out trash was an insult considering the amount of cleaning we did upon arrival. Reviewing the job descriptions for housekeeper and room inspector on Bryant Real Estate site is telling - failures on multiple levels. At checkout we provided detailed information with our grievances and were told "A manager will call you." to date, no call. Morgan T***** has responded via email only and offered $100 refund. This is unacceptable. We expect to be refunded Accidental Damage, Guest Service, Admin Fee and half the pet rent as we left the unit much cleaner than when we checked in. What did we pay for in extra fees if we had to clean this much? Account order: RES-XXXXX

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 9, 2022/06/25) */ On May 27, your arrival date, we received a voicemail at 6:17:21 PM on our general line, not our emergency line as specified in our check-in information if an emergent need arose. The recorded voicemail stated that "most everything is fine" and the main issue was that the remote was sticky and a battery was dead. At the end of the voicemail, you mentioned the cleanliness issue of the floor having sand and an issue with the bed. The next morning (5/28) at 9:34:24 AM one of our reservationists left you a voicemail responding to the voicemail you left the night before. You called our team back at 9:36:41 AM letting them know that the maintenance request for the remote could be cancelled as you had pets and did not want anyone in the unit. You mentioned that you had other issues but would call back with them. We never received a call back and were never informed of the issues until your check-out on May 31. If we had been given the chance and had been notified during your stay about the issues, we would have been happy to remedy the situation and send a cleaner immediately. Our check-out procedures are listed in the rental agreement that you are required to sign within 72 hours of booking, so you were made well aware of your duties upon check-out well before the day of. When you reported the issues on the day of your check-out, it was sent up to the managers to discuss in the weekly meeting involving guest issues during their stay. A manager reached out to you with the unanimous decision to refund you the entire cleaning fee (one part of the guest service fee) for this one bedroom, one bathroom property which was $100 despite not giving us the chance to fix the situation while you were there. Consumer Response /* (3000, 11, 2022/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) We did not call back during our stay because we do not want any further intrusion during our 4 day stay with cleaners coming in and out. we only had 4 days to enjoy our vacation, so we cleaned up the filth ourselves. You wouldn't have had to send additional cleaners during our stay and interrupt our vacation if the promise of a clean space was meant before we arrived. Paying over 800 dollars in cleaning, pet fees, administrative fees is a guarantee that we would arrive to a clean rental. That agreement was not meant. This is why I haven't asked for full refund. We stayed in the rental despite of the cleanliness because we drove 8 hours to get there and took time off work. I demand being paid back for all the additional fees besides the rental fee and taxes. All the extra fees including pet, cleaning and administrative needs to be refunded. $100 doesn't begin to cover it. Business Response /* (4000, 13, 2022/07/02) */ *******, We apologize if the property was not up to par when you arrived. We strive to inspect all of our units after they have been cleaned as an additional measure, however it looks like this was unable to happen for your reservation after the cleaning was complete. We are human and mistakes are made, which is why letting us know right then and there was so important to us. We could have resent a cleaner to remedy the situation while you enjoyed the beach, however we were not given this opportunity. The $100 cleaning fee was refunded; however, you still brought your pets, utilized the linens, etc. which is why the additional fees were not and will not be refunded.