ComplaintsforMighty Tree Management LLC

• Initial Complaint

  04/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Stayed in an Airbnb units offered by Mighty Tree Properties. Checked in on 3/28/24. The house was completely trashed. Our entire first night was ruined. Our wedding was the next day and everything had to be rescheduled due to their incompetence. My wife and 10 month old daughter had to sleep outside in the cold while a makeshift cleaning crew came in from 7-11pm. My family had to finish cleaning until 2am. Our entire first night was ruined because of this. Mighty Tree Properties promised to make it right but will now only refund 30% of the first night stay. I do not think this is fair, especially when I paid $23k to stay here for the week, and it started our wedding week off on a sour note. I am asking for the entire first night refunded.

  Business response

  04/19/2024

  Thank you for the submission. This guest booked the property through Airbnb, not directly through our company. Airbnb is the entity that handles and resolves issues regarding the guests' experiences, and in this case, the guest was unhappy with Airbnb's resolution. The guest was irate with Airbnb and when they hit a dead-end with them, started to come after us off-platform. They threatened to leave negative reviews everywhere on the internet if we did not provide them a greater refund than the one they had already been provided by Airbnb. - Although we wish this review would not have been posted, and we do not believe the anger is properly directed, as a company, we accepted that the property was mistakenly not clean yet when the guests arrived. We did rectify the issue immediately by sending out a crew of 4 cleaners to ensure it was spotless within 3 hours. We brought all new linens to the property to ensure the guest did not have to wait for the washer/dryer cycles to be completed. At the same time, we offered the guests to get dinner at a local restaurant, on us, while the home was cleaned, a full refund on the cleaning fee, and 30% off the first day refunded. Still, the guest was unhappy so we resorted to letting Airbnb handle the dispute. - We accept that by having our property listed on Airbnb we are oftentimes accepting their method of resolving disputes with customers and that means sometimes one of the parties may remain unsatisfied. We accept the criticism and simply hope the guest can come to understand that we did our best to ensure they had an excellent experience while remaining fair to the owner of the property that entrusted us with renting out their home.

  Customer response

  04/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Mighty Tree Properties did not "send a cleaning crew out right away".  The cleaning crew took 3 hours to arrive and cleaned until after 11PM.  During this time, my wife and 10 month old daughter (who had no where to settle in after a long day of travel) had to sleep outside in the cold.  The house was so filthy no one wanted to be inside.  The filth include dirty band aids on the ground and screws on the windowsill, among many other documented issues.   The property manager vowed to make it right, and they have not.  Instead, they resorted to lies to get out of the mess they created.  We lost our entire first night stay in the house due to this and they are unwilling to refund us for the night.  Our check in was at 4pm.  We could not settle in until after 2AM since their cleaning crew did a rush job and did not clean it as it should have been, so my family finished the job.

   

  Airbnb also would not accommodate anything past their 30% refund for the night, and said the host would have to offer more, which they are unwilling to do and now are citing Airbnb policies instead of doing what is right.

    In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  05/22/2024

  BBB is requesting that we continue to respond although it is clear at this point that we understand each others positions. I don't think there is anything more we can say on our end. - We made a mistake, we fixed it within hours, we provided substantial compensation for the mistake, but the guest is not satisfied with the amount of compensation despite the fact that Airbnb is the one that mediated the resolution. - I don't think there is much more here to argue except apologize once again to the guest and hope they can one day forgive us. - On a side note, if the guest is ever interested in reaching out directly, he is welcome to and we will see what else we can offer him, perhaps a discounted return stay at one of our properties as a further token of apology. - Thank you. 

  Customer response

  05/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Mighty Tree Properties continues to post review rebuttals on various sites calling me a liar and is making false claims about what happened (even though what happened was well documented).   After going back and forth with them for over a month, and dealing with constant lies, they finally offer compensation to make me go away.  I rejected the compensation due to the fact that they spent a lot of time lying about the situation.  I also did text the owner back so I am not sure why they are telling me to reach out.  I would never step foot in another Mighty Tree unit again.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a stay through mightytreeproperties.com from 12/3-12/6 on the outskirts of ********* ** for the amount of $1651.70. In checking in on 12/3 there was a car in the driveway and someone in the home, we rung the doorbell and the cleaning lady answered the door and informed us she was informed of our check in from the company around 4p and wouldnt be done for another hour. We dedicted to grab groceries and returned shortly after a hour. In returning there were now 2 cars in the driveway and the cleaning lady informed us there was a party that stayed at the location prior and it would be about ***** more minutes until she was done. Additionally, she told us there was too much trash from the previous stay and that she would need to pickup the trash the next day and had placed it in the garage. The house was great with the exception of stains on the couch and pillows etc (not throughly cleaned) however the trash smelled so bad in the garage we couldn't use the amenities in there. this was communicated, the next day we woke from our sleep to see a man standing outside the basement door staring at us in our sleep,l at 5am. We contacted the company with our concerns that morning and received no reply. Hours later the same man fitting the description we saw watching us at night sat outside the house in a white truck video taping the property and staring at the house for about ***** minutes. A neighbor then began walking down the street and he sped off, we contacted the property office and received no assistance. At this point feeling completely unsafe we decided to check out on 12/4 and notified the company of our concerns and that we had left. The company informed us hours later they would look into the company on the mans truck and follow back up with us and for us to file a police report.Since then we havent heard anything from the company and have never experienced feeling so unsafe in a property rented.

  Business response

  07/01/2024

  Thank you very much for providing us with this feedback and we apologize it took so long to answer. We would like to note that we have never had an incident like this at any of our properties anywhere in the country. This alleged incident happened in 2022 and we are now in 2024 (first time we saw this complaint) and we have not had a report since. - Still, we are sorry that this happened at our property and would be happy to talk this through with you more directly. Please feel free to call our office number and ask to speak with Adir.

*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. ↩