Complaints

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:03/04/2024

  Type:Customer Service 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.

  Rental Home full of toxic mold spores. Business would not respond timely to request to move as children became sick breathing the spores.

  Business Response

  Date: 03/06/2024

  Hi *******,
  
  We appreciate you reaching out.
  
  Upon inspecting the home, it was determined that the area of concern was the backside of an attic access door, which is typically locked and not for guest use. The technician we dispatched found that while there was some buildup of grime, mildew, and dirt on the attic side of the door, there was no evidence of mold present on the house side, floor, or walls. Furthermore, there were no detectable odors of mold in the house or attic space. We took immediate action to address the issue by thoroughly cleaning the back of the door, adjusting the lock strike to prevent unauthorized access, and conducting a comprehensive inspection of the entire property.
  
  Immediately after you notified us of your concerns, we began exploring ways to address your grievances and provide alternative accommodations, but unfortunately, you left before we could engage in further discussion on resolving the situation. In light of these circumstances, we regret to inform you that we will not be able to offer a refund. However, please rest assured that we take guest comfort and safety seriously. Thank you again for contacting us.
  

• Initial Complaint

  Date:09/06/2023

  Type:Customer Service 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.

  From the moment we arrived at the property, we were surrounded by fruit flies and house flies for five days. The rental company was awful about responding and/or helping the situation. They dropped off traps at the door, but it was up to me to set them around the house. Garbage had been left in the garage before we arrived, which let to the breeding of maggots, flies and a terrible odor. There was no hand soap, limited toilet paper and paper towels, which led to numerous trips to ****** to purchase the bare necessities AND to restock fly traps that we put all over the house. Every time I changed a trap because it was full, I would send a copy to Beachside Rentals. It was completely unsanitary. I stopped by the office on my way out of town and was promised the manager would contact me. Six weeks later and I still have not received a call from ****, the manager. I feel sorry for the home owners because their property is not being managed or cared for the way it should be. I have photo after photo of the house of flies, but there is no way to post them here. It is a shame because the house is roomy and not a bad spot. Beachside is not caring for it the way it should.

  Business Response

  Date: 09/12/2023

  Good evening Better Business Bureau, 
  
  Thank you for your time to reach out to me to share this customer’s disappointment regarding the property at ** **** ******.  I feel very strongly that any negative experience our guests encounter is unacceptable; not only to me, but also to our entire Beachside Team, and guest feedback is always appreciated and taken very seriously. Thank you for your time sharing with our team this compliant regarding the fly issue at this home. 
  
  For this guest, we did receive several texts from the guest on the day of her arrival starting around 1:30pm as the guest was permitted an early arrival.  The guest commented there were spider webs and she noticed fruit flys in the master.  We sent a maintenance person to the home around 3pm to address as the guests departed for lunch. The guest did text back after closing at 5:36pm on the day of arrival to thank us for sending maintenance over to address spider web and fruit fly issue.  She then mentioned there was a smell in the downstairs area and asked about other options to move. 

  Day 2, we would normally not allow guests to relocate for these issues as they were addressed, but did reach back out the next morning to offer the guest three(3) home options to relocate. Each option was offered as an upgrade and at no additional cost to the guest although there was a price differential.  The guest text back that they were not interested in relocating and had several other requests on August 2nd.  We were able to schedule pest control to come out same day(Aug 2nd) to treat home, and had our maintenance tech deliver additional traps and damp rid the guest requested, since they did not want to relocate to another home.  

  After the pest control went by to treat the home, the guest requested the trash cans be removed from the garage that had been moved into the garage, as well as more traps for flies to be delivered.  Our housekeeping group went over on the same day to remove the trash and drop off additional traps in the garage.  Guest was advised to leave garage doors open to air out and we would bring additional items.  

  Day 3, the guest now complained there were house flies in the home and needed more traps.  We reached back out to the pest company who offered to bring more traps and recommended the home be fogged.  This would require the guest vacate the home for 2 hours.  The guest was offered a full house fog or just the downstairs where the fly issue was, but the guest declined.  The guest then text in that there were 50 flies in the trap left in the home.  The traps are designed to do just this, keeping the flies out of the home addressing the issue, as relocation and fogging the home were declined.  The property manager for the home went by the home around 3pm to confirm the trash cans were cleaned/emptied and moved to correct spot, and traps in garage were set.  She also left 3 additional stronger traps as the guest requested.  

  Day 4, the guest requested additional toiletry items such as toilet paper and paper towels and these were also taken to the guest.  We do provide initial set ups, but did offer and deliver the guest additional supplies when requested.  

  Day 5, the guest requested a late check-out, which was granted at no additional cost.  

  Guest asked for further consideration due to the issues stated above and was refunded $995.68 on August 10, 2023 back to the guest's credit card on file.  I would assume this credit takes about 2-3 days to show up on statement depending on the financial institution.  I have attached a copy of the refund letter that was sent on August 10th along with the cc receipt that was issued the same day. 

  Lastly, I have included an email below from our Office Manager, Erika, about this guest confirming most of what was stated above.  The guest was in contact with the Office Manager and the Property Manager for the home, Emily R***, multiple times each day of their stay.  Property Manager visited the home multiple times during the 

   

  EMAIL FROM OFFICE MANAGER

  "**** the reservation is for ** **** ****** Res #: ***** Last minute booking under the name ******* ******.
  
  I dealt with this guest all week long. Myself and Emily R*** literally did everything we possibly could for this guest. She is the one that initially asked to be moved so you approved 3 options to send her and then she decided to stay anyway and made us do stuff for her every single day. ER bought countless traps for inside the house and garage, we had East Coast Pest out there and they offered to fog the property twice but she didn’t’ want to have to be out of the house for the 2 hours they required for the treatment. We had the trash bins in the garage emptied and removed to the side of the house and sent multiple people down to check on the flies through out the week. I’m sure she does deserve some compensation for her issues but hopefully she is fully aware that we did everything possible for her every single day and she was offered upgraded amenities the day after she checked in to avoid all these inconveniences.
  Thank you, Erika"

   

  In conclusion, we addressed each issue the same day multiple times, offered to upgrade the guest to 3 different locations where the guest declined, offered to fog the home where the guest declined and finally offered compensation after the guest declined to relocate or have issues addressed in house.  I feel the office manager, the property manager, and all front desk personnel went above and beyond to appease this guest and were over responsive with each request and addressed each guest issue efficiently and in a very timely manner. 

  Thank you, Better Business Bureau, for sharing with us the guest concerns.  
  
  Sincerely, 

  **** *******

  
  

• Initial Complaint

  Date:07/14/2023

  Type:Customer Service 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 vacation house at 6 10th Avenue, Isle of the Palms from Beachside Vacation for the week of July 1-8, 2023. There website stated that the house we were renting had all new living room furniture and new kitchen chairs. When we got there we noticed that one kitchen chair had a broken leg and a few others had legs that were wobbly. The sectional had a button missing and there was a hole there. The 2 swivel chairs were stained and dirty. The headboard in our bedroom was not completely attached and moved while in bed. I email the Beachside Vacations and did not get any response. I have made 4 phone calls and was told someone would get back to me. I then email Chad T****** personal email and still no one has returned my calls or emails. This is false advertising. No new furniture or chairs. The chairs on the porch were broken. My husband fell off one of them. I paid thinking the furniture was new not in need of repair. I even wrote a review and it has not been published on there website. Very poor customer service. I think I should get a partial refund because what they stated is not true!

  Business Response

  Date: 07/19/2023

  Good afternoon Better Business Bureau, 
  
  Thank you for your time to reach out to me to share this customer’s disappointment regarding the property at 6 10th Avenue.  I feel very strongly that any negative experience our guests encounter is unacceptable; not only to me, but also to our entire Beachside Team, and guest feedback is always appreciated and taken very seriously. Thank you for your time sharing with our team this compliant regarding the missing button, wobbly chair, and stain on the left side of the armchair at this home. 
  
  For this guest, we did receive a call about these issues on July 6th, which was 5 nights after the guest arrived at the rental home.  She mentioned the missing couch button, the stain on the armchair, the wobbly chair and the headboard.  As the two first issues were aesthetic and the second two issues posed no issues, the guest did not request for our maintenance personnel to come out to address as there was only one full day left of the stay. 
  
  We did have our maintenance personnel go out Saturday morning after the guest’s departure to address the button and tighten the wobbly chair and headboard.  The headboard was built this way and has been spaced from the bedframe since purchase.  Our maintenance tech also confirmed after the visit that neither issue was dangerous and posed no threat of harm to the guest.  The armchair was scheduled to have the upholstery cleaned, but was not done on the date of departure.  Given the photos provided, there appears to be very little stain and no noticeable issues on many of the photos provided.  Other than these minor issues, the home was otherwise in perfect working order for this guest’s stay.  There was no issue with HVAC, hot water, pool access, appliances, or cleanliness of the home outside of the stain.
  
  For the online listing, there is a mention of new items that were furnished in the home when the owner purchased the home and renovated.  This statement is still accurate as the homeowner did replace most of the furniture upon purchase along with many other upgrades.  I have provided the description below as stated currently and prior to the guest’s arrival.   There was no mention of each guest being provided with brand new furniture.  We would be agreeable to change the wording on the description, if needed, but do not think this is misleading at all as the homeowners wanted to mention the upgrades that were made upon purchase.  This is the current description about the upgrades that has not been changed since last year.
  
  After recently being purchased, many new updates have been achieved at 6 on 10th Avenue.  Here are several highlights from the recent updates:
  
  •    All new living room furniture including a sectional sofa, two swivel rockers, coffee table and end tables.
  •    All new bedding in each bedroom.
  •    The dining room has new chairs and light fixture.
  •    New family fun amenities including ping pong table, corn hole, kan jam, games, and puzzles.
  •    New workstation desk plus mobile device chargers as well as a wireless charger.
  •    All new and updated décor
  
  We also have a provision in our agreement that was signed by the rental guest on August 9th , 2022 upon making the reservation that states the following.  The rental guest on 8/9/22 07:37:09 in confirming the reservation signed the Guest License Agreement from IP Address *************.  In the agreement, the guest acknowledge the provision, which is stated below.
  
  
  28. Property Description/Condition : Guest acknowledges and agrees that all information supplied by Owner or Agent in marketing materials , including but not limited to brochures/website is intended for marketing purposes only. No warranty , express or implied, is extended from Agent or Owner as to specific conditions of the property. Property is to be delivered in substantial compliance with descriptions provided in AS IS condition.
  
  I will attach a copy of the signed agreement to this response also.  Again, we are always hopeful each guest has an incredible stay with us and we go through great lengths with multiple inspections and premium housekeeping to ensure the home is ready for a guest arrival.       
  
  Beachside Vacations is operating based on the terms that were agreed to in the rental contract that was agreed to by the customer prior to confirming the reservation.  We felt the request for compensation for these issues was unreasonable and were not approved. 
  
  Thank you, Better Business Bureau, for sharing with us the guest concerns.  
  
  Sincerely, 
  
  Chad T******

  Customer Answer

  Date: 07/20/2023

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