Complaintsfor1885 Farms LLC

• Initial Complaint

  08/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We booked one of the rentals on this property July 28-31, 2023. VRBO classified my report to them as a Health & Safety case after I sent photos. Issues Summary: 1. No exterior lights 2. Live rodent(s) 3. Rodent feces 4. Rodent repellents Details: 1. I notified the host a week before our arrival that we would be arriving late at night & asked if there would be lights on. She replied & said there would be. -There were no lights on when we arrived at 12:30a, it was pitch dark at the driveway which we passed a couple times, dark in the parking area & at the entry gate. -We had to walk through pitch darkness to find the entry gate & lockbox w/the key in it, through a dark yard w/luggage to get to the door of the property, and to unlock the main door to get in, all w/light only from a phone flashlight. 2. There was a live rodent(s) inside a built-in bunk bed base loudly scratching at the wood trying to get inside the bedroom all night. I considered leaving, but it was dark, I was tired & it started storming. 3. Since I couldn't sleep I started to make a decaf. When I turned over the Keurig pods box, rodent feces fell onto the counter. There were also dead bugs in the utensils carafe, the floor register had droppings in it, and there was what looked like a year's worth of rodent feces in the sink base cabinet. 4. There were rodent repellent bags all over and evidence that a rodent had chewed up something by the baseboard. I had an allergic reaction to the balsam oil in the bags, runny nose, coughing. No refund in any amount was offered by the host or VRBO. Their excuse for not giving a refund was the rental is "set in the country on a flower farm. There will be from time to time a mouse" and they've "had to deal with many different cancelation scenarios in regards to the pandemic". Two reviewers on the Chamber of Commerce site said they had to get lawyers for this same company. The company is also using friends to write fake reviews.

  Business response

  08/16/2023

  I am addressing your review in order to provide clarity on the inaccuracies and exaggerations you’ve presented.
  
  1. Check-in Time and Lighting: Our property operates with a clear check-in window of 3pm-9pm. Your late arrival, post-midnight, falls outside of this window. While we strive for convenience, we cannot ensure exterior lighting beyond these hours. As you were made aware, the switch to turn on the exterior lights is directly next to the fence where you park. 

  2. Rodent Allegation: It’s essential to be clear: our RV camper was occupied by other guests on the day of your check-in, with no such complaints. Our property, being in a rural setting, might occasionally face wildlife disturbances, but we maintain a stringent cleanliness regimen. This is a camping experience.

  3. Claims about Cleanliness: Your allegations about the cleanliness standards are not in line with the reality of our property. The RV camper was thoroughly cleaned before your check-in and once again during your stay immediately after you notifying us that you heard a mouse trying to get into the RV camper. 

  4. Rodent Repellents: For the health and safety of our guests, we employ the use of repellents. If you experienced discomfort, we apologize. However, future decisions about the use of these products will be made with the overall guest experience in mind.
  
  Regarding refunds, VRBO’s support of our decision should speak to the validity of our stance. They carefully reviewed the situation and found our solution and adherence to the cancellation policy appropriate.
  
  Your assertion about “fake reviews” is a serious allegation, and frankly, it is baseless. All our reviews come from genuine guests who’ve used our services through official booking platforms such as Airbnb and VRBO.
  
  I urge you to present accurate accounts in public forums. Constructive feedback is always welcome, but false allegations undermine the trustworthiness of the review system for everyone.

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