ComplaintsforIsland Time Hilton Head, LLC

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I rented **** ********* ******* Hilton Head from Island Time realty for six days in March 2024. When I was looking for a rental, I was specifically looking for a rental that had at least two ensuites. I was traveling with another adult and we wanted to split the costs equally and we each have our own private space. When we were searching for a rental we were only looking for units with this feature, and we only booked with Island Time and selected this unit because it was advertised as such. Unfortunately, when we arrived we found it did not have 2 ensuites. I contacted the company but didn’t hear back from them for 2 days. When they responded, they said (I have this as an email) that they were already aware of the fact that the unit didn’t have two ensuites. When I pointed out that the advertisement was misleading, they didn’t seem to care. They haven’t offered any apology or discount on rate paid, even though I would not have booked this rental if it was listed correctly. They have since altered the advertisement, but I am uploading a copy of original for reference. Thank you.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I/we find it negligent of Island Time and or the Owner of the property at * **** **** to rent this house out to the public, the house is/has been neglected in many ways and it is a serious danger to the tenant. Our party received multiple injuries as a result of Island Times negligence and refusal to maintain the home in a safe condition. The concerns below were brought to Island Time's attention during our stay but no one addressed any of these serious safety and health issues which all should have been addressed and corrected BEFORE renting this home out to someone. Our party (including our beloved dog) was sickened when the rental property was sprayed with toxic pesticides/insecticides during our stay without our knowledge or consent. Island Time has promised for over a week to provide the requested information regarding the pesticide/insecticide that made us sick but they have refused to provide this critical information, they have lied and lied some more and they have refused to take their responsibilities as a property manager seriously. Island Time informed me their policy is to always inform a tenant if a vendor needs to access the property but they refused to do so in this case and they made us sick. Island Time further informed me that they have never fully inspected the property at * **** **** for health or safety issues despite that being one of their primary responsibilities. The front brick walkway is a major hazard full of uneven and loose bricks which caused multiple people in our party to trip and or roll their ankles when the bricks rolled under foot. The front patio umbrella is clearly broken, hanging from a string and broken at the base causing a serious hazard for anyone walking by it let alone anyone trying to use it or the front patio, the umbrella and base nearly collapsed on me while I was simply trying to secure it from falling over on it's own. Upon arriving, our 6 year old daughter went to the upstairs bathroom and when she brushed against the vanity, the face of a wooden vanity drawer fell off injuring her shin and her foot. The toilet in the upstairs bathroom is also not secured properly to the floor and the toilet wobbles and has obviously leaked over time and ot appears there might be a bigger waste sewer issue causing a foul odor in the house at times. I fell down the stairs when a portion of a stair tread broke and came loose while I was walking down the stairs. I stepped on a coil of rusty roofing nails that were located on the stepping stones directly beside the house near the hose, similar rusty nails were also found in the driveway and adjacent to the driveway. I almost received an electrical shock when I went to turn on the patio lights because the wires are so worn and the sheathing has deteriorated leaving exposed live electrical wire, this is a serious fire and electrocution hazard. The exterior furniture prpvided was unusable as it's covered in bugs, spanish moss, pine needles, leaves and bird droppings (Island Time informed me they do not clean any of the exterior furniture or patios prior to a new guests arrival which I found shocking considering that's a huge part of what a tenant is paying to take advantage of). There was alot of trash left outside in the yard when we arrived including but not limited to cigarette butts/trash, used straws, food wrappers etc. The pergola had a large limb on top of/hanging from it and covered in hanging spanish moss and biting bugs, the entire patio area was unuseable until after the limb and moss were removed. The patio directly adjacent to the pool also has wooden inserts between the concrete which have deteriorated from bugs and moisture, we found out the hard way this leaves another tripping and laceration hazard from the sharp edges of the concrete and the recesses where no wood remains. We also found out that these recesses in the patio are a great spot for bugs and snakes to hide after our 12 year old son was almost bit by a hidden copperhead snake on the patio. The front door is so damaged and swollen it could not be opened from the inside during our stay which is a serious hazard and a code violation as well, especially considering the house is full of other code and fire hazards including exposed live electrical wires on the exterior of the house. The pool is very stained and it was full of leaves, spanish moss, sand, soil and bugs when we arrived on Saturday afternoon. The pool has been seriously neglected, Island Time offered to clean the pool on the Monday after our arrival (since they claim to have no one to clean the pool on Sundays) but no one arrived to clean the pool until we requested for the third or fourth time someone finally came to clean the pool on Wednesday night. The interior of the house was also very dirty upon arrival, you don't want to know all of what we had to pull out of our dogs mouth that she had found throughout the house. The upstairs bedroom was advertised to have a queen (or a king bed, it describes both) but in fact it is 2 twin beds, very old twin beds at that. 2 twin beds is not a queen or a king bed, it is 2 twin beds, even if placed side by side 2 twin beds will always be 2 twin beds. We returned to the house on Thursday morning and found a pest company blocking the driveway and spraying all around the house including where we had all our personal chairs, pool toys, kids swim goggles, dog bowl etc. Our personal property was sprayed with the pesticide. We were not notified that anyone would be at the property to spray pesticides and if we had been notified we would have asked for them to please not spray during our stay as some of us are very susceptible to chemicals and chemical smells plus we had our dog with us and we definitely did not want her around those pesticides. After the pest treatment the entire property smelled very strong of the pesticide that was sprayed preventing us from enjoying what we had paid for, it also rained shortly after the pest treatment increasing the smell and spreading the pesticide all over the patios, driveway and probably even into the pool. After the treatment we saw an increase in bug activity within the house and an increase in snake activity outside the house. It smelled so strong outside it made some of us sick. I/we are extremely dissatisfied and feel it was negligent to rent this property in such condition that jeopardized our health/safety and our enjoyment of the property.

  Business response

  08/01/2023

  Dear Mr. ********
  Thank you for your feedback with regard to your recent stay at * **** ****, Hilton Head Island, ** *****.  Your feedback is valuable to us.
  We are disappointed to learn that your stay did not meet your expectations as Island Time Hilton Head strives for excellent comfort and the best customer service for our guests.
  We will investigate your concerns and address any issues to ensure the future satisfaction of our guests.
  Please let us know if you have any additional questions, concerns, or comments.  In the event you wish to share any additional questions, concerns, or comments, I ask that you reach out to me directly in writing by email at ********************** rather than contacting our front desk.
  Once again, we sincerely apologize that your stay was not more enjoyable. 

  Business response

  08/22/2023

  We have been corresponding with the guest regarding the issue and requested some of the receipts to see the true cost of food that could have been affected. They provided us those this afternoon and proposed to provide a credit back to them for half of the amount spent. Island Time will be issuing that amount and consider the matter closed. 

  Customer response

  08/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: The reply by Island Time is incorrect and I think it has to do with someone else's complaint. Regardless Island Time has not been in contact with me in anyway, they actually have refused to call me back. Island Time has done absolutely nothing to try to resolve my complaint. 

  Regards,

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

*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. ↩