ComplaintsforElliott Realty Inc.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We saw a beg bug in our room and they moved us for one day then kicked us out the room at The beach

  

  Business response

  06/11/2024

  Thank you for contacting us about your issues with you stay at ****************************. Your initial complaint was about bed bugs, we sent our team out there and there were no bed bugs found or were there any remanence of bed bugs, you complained about the unit smelling like old people we apologize but our condos are rented to everyone, and we do not discriminate. We got you moved, and you were not happy with that unit, and you damaged our property by leaving uncooked chicken on the balcony which led to us having to power wash the balcony and the balcony below. Also, someone urinated on our beds, and it caused us having to replace the beds in that unit. We also had to block off the unit due to the smell from the chicken decay and the homeowner lost a lot of rental funding. We have pictures of the damages that your party created, and we will not be refunding you any money back.  We are sorry that these things happened, and we apologize that you feel that your stay was not up to par with us, but we have guidelines and rules that have to be followed when there is a complaint for anything wrong with a unit. 

• Initial Complaint

  07/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Booked and POs for 7 days. Arrived the unit had roaches running everywhere the fridge wasnt working. Allows office and they said they would send someone to fix. Three days and no one came. Complained and they moved us to another unit that was dirty had used wash cloth under mattres no linens nasty furniture pubic hairs no floors swept. Trash under ***** and furniture. Old food and crumbs. Dirty doesnt do the justice of the condition. The place is disgusting. Cant get any answer at office and no calls back.

  

  Business response

  07/28/2023

  Good afternoon I have spoken to the manager of the location and unfortunately we had to move you three times due to issues that you had. We will refund you 300 and also send you a letter for a discounted stay next time you decide to come back to see us. It will never expire. We are sorry that you had to deal with all the moving and aggravation. Please let me know if you would like for me to proceed. 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  When we arrived unit was FILTHY. We pay for cleaning fee. A/C filters where black. House would not cool down .We notified Elliott and no issues we resolved. This is the 2nd consecutive year that this happened at this same unit. We will Never use this realty group again. In our stay this week we ran into numerous people who have the exact same issues. Its a shame that this realty group hires outside sources for cleaning and units are not getting at all. Elliott is always will to credit you the cleaning fee towards your next years stay. We have used Elliott the past 4 years and NEVER will use them again. They are really taking advantage of customers. They should be shut down. Such a shame

  

  Business response

  07/17/2023

  Thank you for reaching out to us about your issues, in further investigation on your issues you did not report these issues until you were in our unit for four days, you could of contacted us when you arrived and we would have had someone come out to re-clean and take care of the maintenance issues that the unit was having. We have to be given time to take care of issues and if we do not know about them we can not fix them. We contacted the home owner the same day you reported these issues and she was aware of them and was to have someone go out and take a look at the issues you had. We are sorry that you feel this way and you did not ask for compensation either according to your complaint you made in the lobby. If there is something more I can do for you I will do it however at this time I can offer you a discounted rate on your next stay.

• Initial Complaint

  06/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We stayed at a rental house with Elliott Realty at Salty ***** March 18th-25th. We were taking our 14 year old 10lb shih tzu with **. They have a refundable $300 pet fee which I paid. I emailed about the pet fee refund on March 30th asking how long it takes for a refund. Was emailed back it takes 2 weeks from departure date, so I waited over 2 weeks and emailed back. Was told then to contact office at ************ press 1, which is reservation. On April 11th spoke to a lady in reservations she said well your refund will be given on April 14 or April 21st because ********* only does the refunds on Fridays. Still no refund called back April 24th was put on hold then a lady with damage **** told me that my dog damaged a coffee table that was the 1st time anyone said anything to me about it. I told her I had a photo of the table that was damaged when we arrived she said send it to ******************************************* and I would get my refund, sent email that day. I have sent multiple emails and have left multiple messages and no one has responded to either. Also contacted ******* with quality control which I was told it was *********'s boss and hopefully he would help. And still no refund. We have stayed about 2 times a year for 14 years at rental homes in different areas with our dog and he has never damaged anything!! His mouth it's not even large enough to have chewed the coffee table. I think they are saying this to everyone who stays at this home that has paid a pet fee just to keep the money! I have attached photos showing date it was taken March 18th the day we arrived.

  

  Business response

  06/09/2023

  Thank you for the inquiry, we have refunded you the 300 to your card. Have a good day 

  Customer response

  06/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife, 10 month old daughter and myself went through Elliot ******************** to rent a condo located at The SandDunes Resort in ****************** from May 27, 2023-May 30,2023. It was Unit SDM2830. The condo was filthy. There was mold in the bathroom and on the ceiling. Dirt on the walls. The place was overall disgusting. When contacting the office, they said they would send a cleaning crew, however when we returned the place looked the same. You are unable to clean mold with a surface cleaning. The unit needs a complete renovation. They offered ** to stay at another resort in South ************ however that is not the location we wanted to stay. This business robs people by falsely advertising clean/livable vacation homes. They refuse to give ** a refund because we signed a contract. We did not stay at this resort for more than 10 minutes. It is unacceptable how they treat their customers and you can tell from reading their past reviews the homes they rent are far from luxury. This business should be shut down.

  

  Business response

  06/02/2023

  Thank you for letting us know at Elliott Realty of the issues that you had with the unit,  however we offered you a chance to move to another unit and you declined that offer. We are sorry that you feel that we did not clean to your expectations and we will definitely make sure that our team leaders and managers are aware of the issues with this unit. You signed a contract and you were out of the 7 day cancel policy, you left the unit we did not ask you to leave. Since it was a holiday weekend and we were full the only other units available were further south. The management team has declined to offer any compensation for the unit because you left. 

  Customer response

  06/08/2023

   
  Complaint: 20118786
  
  I am rejecting this response! Yes you did not ask me to leave but why would stay at a filthy place. Your pictures of the place were false advertising and I believe I deserve my money back for two nights 
  Sincerely,
  
  ***********************

  

  Business response

  06/09/2023

  i am sorry you had a bad experience with us at Elliott Realty, reading over your reservations you were offered a re-clean, offered to be moved and you declined the move. We understand things come up in our units and we try to fix them when we are told about them however in this case you denied to let us help you further, you left the unit went to another location. We have a cancel policy and it only allows seven days from the date you book and you leaving whether the unit was clean or dirty constitutes a cancel. At this time there will be no money refunded 

• Initial Complaint

  09/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We rented the property 304 Nautical Watch located at 4515 South Ocean Blvd, North Myrtle Beach SC, 29582 thru Elliott Realty. The rental period was from Saturday July 30 to Saturday August 6. Since the beginning we had the following issues: - wifi: unsecured, weak. Requested password for secured wifi, nobody answered - spiral staircase: too narrow ,only about 20 inches wide not by building code for main access to second floor - No easy way to transfer stuff upstairs/downstairs - light in the kitchen keep turning off by itself - light by the entrance hallway did not work. also the cover of that recessing light it's not secured. Same with the light on first floor bathroom - air register in the ceiling, above refrigerator not secured - dishwasher can't be started. The space betveen top of dishwasher door and the countertop is to small, so it doesn't allow anybody to turn dishwasher on - shower in upstairs bathroom is too narrow, hot water not working on the shower's faucet - upstairs bathroom doesn't have exhaust fan - light on the top of nightstand has broken shade. The shade can't be attached, the light bulb it's not protected - kitchen is poorly equipped with needed stuff - the path to the beach it's not maintained in any way - nobody told us that we are not allowed to use any kind of tent on the beach Reported all these issues over the phone Saturday night. They said that next day somebody will take care of it. On Monday August 1st when we went to the office for check-in we reported it again. They said that somebody will take care of the issues but that never happened. Also they tried to minimize the stairwell issue, they said that the stairs were shown in the pictures. That is true but nobody could realize from the pictures how narrow they are. Because none of the reported issues was fixed during our visit and because of the stairwell that was a safety issue we are requesting a full refund. We have pictures showing all described issues. Thank you, ******.

  

  Business response

  12/07/2022

  Business Response /* (1000, 15, 2022/11/04) */ We have responded to the South Carolina Consumer Affairs in reference to this case. I can not show the response or the outcome from the case because it has been closed. There is nothing more to discuss on this forum. Consumer Response /* (3000, 17, 2022/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Here is the business respons to Consumer Affair complaint: South Carolina comsumer affair Complaint Number: ********* ######### Review Business Response to Complaint Filed After reading the complaint I do believe that the spiral staircase issue the guest had was the main issue. The guest was complaining about it being 20 inches long only and that they could not even go up them with their luggage, when the building was built everything was built to code including the spiral stairs. The light in the kitchen was fixed, all of the lightening was fixed or light bulbs brought to the unit. The complaint about the shower being to narrow, again everything is up to code. We do not maintain the pathway to the beach, that is taken care of by the city; as most guest do not know our laws no one is allowed to cut back the dunes so nothing can be done about that. The guest was upset that they were not told they could not have a tent on the beach, when he was told by our front office that was on all the e-mails that was sent to them; the guest stated word for word " I do not look at that stuff" the front desk told them they should have because that information was on their e-mails. Guest stated that the spiral stairs was a fire hazard, that's incorrect; it is state code safety. All the issues were fixed by the next day and they were all minor, the guest were ok when they spoke with one of our reservationist, at the end of the last call guest was satisfied. We do not believe that any refund needs to be given, thank you for your time; please contact me if you have any questions @ XXX-XXX-XXXX ext *** The above business response is totally inaccurate. Nothing was fixed during our visit. We couldn't use wi-fi as it was weak and not secure. We requested the password for the secured wi-fi bu we never got it during our visit. The stairs, as you can see in the attached pictures are not safe at all. They ldid not give us any information regardin beach policies, as the one saying that we could not use any tent on the beach. I HAVE ALL THE E-MAILS THEY HAVE SENT TO US. Nothing saying anything about beach rules. We did not encounter this situation nowhere else. We have been on Outter Banks (NC), Virginia Beach (VA), Ocean City (MD). Everywhere anybody could use a beach tent on the beach. They treat customers with disrespect.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a vacation home in north myrtle beach from 8/13-8/20 for my yearly summer vacation. As soon as I arrived at the house there were concerns. The pool was extremely dirty and the hot tub was just as bad. The outdoor refrigerator was full of mold and not usable. The TV that was advertised in the listing wasn't hung up outside, we later found it in the laundry room broken. Entering the home, the floors were covered in sand, mattress pads/ pillows had human skin, bugs and stains. I called about these concerns I was told the pools are cleaned on Sunday's so someone would be there tomorrow to clean it but you can buy shock to at least swim and we will reimburse you. Which I did. Then later that night cockroaches were at the home and the supplied gas grill ran out of propane so I had to go get the tank filled because I was in the middle of grilling dinner. I called Elliott multiple times around these concerns the week of vacation with no solutions or being sent to voicemail. I went to the office on Thursday. I was told in person since I am a returning customer they would wave the cleaning fee bc the home was not clean, I would be refunded money back to my credit card and I would get a credit on file for a future rental. Now almost a week later and no of those 3 have happened. I have called multiple times and no one picks up I'm sent straight to voicemail. Assuming this is by design. I paid over $4,000 for a week for a home that was maybe worth $2,000. Multiple reasons why I selected this home didn't work or were out of service. That's false advertising and you are not standing by the rental agreement we had. I want a portion of my money back just as you told me in person. I work hard for my money and want to get the value out of the house I rented. It's unacceptable that you are not owning the concerns after multiple calls and also photo proof. If I wanted to rent a house that was dirty, had bugs, mold, broken items etc etc I would have stayed at a dump.

  

  Business response

  11/17/2022

  Business Response /* (1000, 5, 2022/09/07) */ I would like for the guest to know that all of our conversations are noted by each of our reservationist, and that we can go back to the notes at anytime and read them. I will begin by saying the pool was going to be cleaned on Sunday the following day which is the regular scheduled day, the pool was cloudy with some leaves in it, nothing to stop the guest from swimming though. The guest asked over the phone if it was ok to buy shock and put it in the pool, the person whom he spoke with said yes and that if he kept his receipts we would reimburse him, that conversation was documented. The TV that was found broken was because it fell off the wall and the homeowner ordered another one and it has not come in yet. The guest stated that there were issues inside the house but would not tell us what the issues were nor would he allow us to do a reclean. He did not mention anything about bugs, human skin, stains nothing; so we cant do anything if the guest does not tell us what the issues are. Our propane tanks do run out, but we ask our guest to fill them up and we will reimburse them with a receipt. We never put our guest through to voice mail because we answer the calls and talk to them, if they want to speak with a manager they have to call on Friday. The guest was refunded $30, and will receive free linens and free departure cleaning on a future stay with Elliott. He will not be receiving that for this reservation, he was told that when he came into the office. He was never told he would get any money back on his card or other wise. Their were more that 2 people that could hear the conversation those words were never spoken or documented. The guest did take pictures of the outside refrigerator, and it has been removed from the property and will not be replace this season. This is my statement and I have taken it by the words documented from this guest's reservation notes and work orders, and the work orders were taken care of. Thank you, and if you have questions for me; my e-mail and my phone # and ext is below. Consumer Response /* (3000, 11, 2022/09/23) */ Hi, This response is not ok. They need to own what I paid for and what they had advertised on their website. Communication goes a long way if things were broken, dirty etc. I expect more from an establishment that has been around so long. I don't want this compliant closed. I want to be refunded for the concerns that were outlined. Removing a fridge now helps me how? Broken TV not there. Not my concern, dirty house, refund me for the cleaning fee. Etc etc. Business Response /* (4000, 13, 2022/09/27) */ Everything that was stated from our 1st statement still holds true, we told the guest that we would send him an apology letter stating that he would receive free Linens and free Departure maid service on a future stay and that it would not expire. We do not refund guest twice for linens and departure maid service, when the guest told our front desk office that " there were issues in the unit" he would not tell us what the issues were and he would not allow us to come back to the unit and do a reclean. We did our part in giving the guest free departure maid service even when he would not let us come out to the unit, as well as give him free linens next time he comes to stay with us. This is our offer to the guest, thank you

• Initial Complaint

  07/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My family rented 806 Tillson Rd ( a "luxury" rental) from July 23-30. Upon arrival we noticed the unit was not clean or maintained. The floors and carpets were dirty with noticeable debris laying about. The bathrooms were dirty. The toilets were not clean. A few of the showers had rings of mold and mildew. The kitchen island furniture was covered in stains. The window sills were full of dead gnats and flies. Some of.the windows and the sliding glass door had a thick layer of red mud/dirt. The outside furniture was full of mold. The 1st towel we pulled out of our packaged linens was dirty with what looked like mud or something. The unit had roaches...dead and alive! Roaches were in the kitchen, laundry room, master bedroom, dining room and living room. I called customer service and was told they don't give compensation for "cleaning issues". I told the woman I wanted to be contacted by a manager the following day to discuss the problem and a refund, but of course I was not contacted. They did send 2 people to "re clean" the until, but not until late the next afternoon. We had already cleaned the house ourselves, but i did leave the dead roaches so they could see them. The 2 women seemed annoyed to be cleaning the house. They did a subpar job, especially in the bathrooms and at that point, we were running late for dinner waiting for them to leave. The dead cockroach that was in the master bedroom was not swept up. I had to show one of the ladies and ask her to please sweep it up. This shows that they are not thoroughly cleaning at all! This is completely unacceptable in ANY rental, but this was advertised as luxury!!!! Elliot Realty needs to do better with general maintenance and cleaning. This completely ruined our stay here. We were constantly looking for and spraying/killing roaches. My daughter was afraid to sleep because of the bugs! It's just not acceptable and the fact that no compensation was offered or given is ridiculous.

  

  Business response

  11/10/2022

  Business Response /* (1000, 5, 2022/08/06) */ Dear Ms. *******, I would like to start by saying on behalf of Elliott we are very sorry for the inconveniences when arriving at the home. All of the issues that you had with the unit all the work orders were put in and were take care of that Saturday except for the reclean they came back out Sunday early afternoon. there were 5 in all, and we took car of them all. I know that it was frustrating for you and your family, even though we took care of everything we would like to give you a discount on a future stay and free departure cleaning on a future stay. Thank you Consumer Response /* (3000, 7, 2022/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) This resolution is not acceptable. Not once in your response did you mention the roaches. They were eveeywhere...inside and outside. We would lift our pool floating up after drying, and roaches would run everywhere! The pool company also commented on the condition of the pool and how badly it leaked, yet nothing had been done to fix it. Myself and my family left reviews on the property, yet none have been posted. We do not wish to stay with Elliot Rdalty in the future! Please issue a refund Business Response /* (4000, 9, 2022/08/10) */ Dear Ms. *******, We did have one of our vendors to come out to the unit and spray for roaches as you requested for the kitchen, you did not say anything during your call about seeing them outside. In your notes from 7/23/2022 you never mentioned anything about the pool, it was all about cleaning issues and we did take care of all of them and a reclean the next day (Sunday). I would like to make one last comment about the complaint, if you read your contract it states that we do not compensate for cleaning issues, or mechanical issues. Thank you Consumer Response /* (4200, 12, 2022/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I requested to speak with a manager multiple times during my initial complaint and was told that was not possible. I requested to receive a call back from a manager. I was told I would be contacted upon checkout. No phone call was received. Had someone called me back, I would have gladly informed them about the pool and cockroaches. I never saw anyone come out and spray for the roaches. If I had, I would have also told them about the additional roaches outside. You rented a dirty, roach infested house under the pretences of a "luxury" rental. It's funny that Elliot Realty has posted none of the reviews that were sent about the property. Your advertisement stated that the home was clean. Clearly false advertisement. Elliot Realty did not hold up their end of the contract. Once again, I am requesting a refund. Your offer for a discounted future stay is absolutely not acceptable. I would never trust another one of your rentals again. Business Response /* (4000, 13, 2022/08/11) */ We would like to offer Ms. ******* $500, as a good will gesture and still the free departure cleaning along with free linens on a future stay. Thank you. Consumer Response /* (4200, 15, 2022/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept your offer. First of all, I've made it quite clear that I will not use Elliot Realty in the future. Your company obviously does not care about its customers or service. You keep saying how vendors were sent out to "fix" everything. There should have been no reason for that in the 1st place. If the property was as you advertised it, there would have been no issues. Elliot Realty had no intention of making this right in any way and hoped only to sweep this all under a rug. I am once again requesting a refund! I do not wish to take further action, but will if necessary. Again, the property if falsely advertised and Elliot Realty failed to keep up with their end of their own contract.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  07-09-2022-07-16-2022 we checked into the Atlantica Resort room 522 total amount 1915.68. While unpacking I discovered the condo was filthy there was mold on the sink in the kitchen mold on the shower curtains in both bathrooms stains on one of the bed dusters the oven had a cockroach in it that was on the rack and it was rather toasty. Counters were nasty dishes had dried food on them and mold and coffee stains on cups I had to rewash every dish in the condo go buy cleaning supplies and spent almost 3 hours cleaning. There was also trash under the side tables in the master bedroom the trash can in the kitchen was beyond filthy like everything else in the condo upon pulling the couch bed out there was trash under it and the sheets were dirty on that as well. The refrigerator was filthy on the inside and out dried food on the counters refrigerator cabinet doors etc. The lent filter in the dryer must never get cleaned I got so much lent out and took the vacuum to it a big fire hazard in itself. Mold in the washing machine dried something all over the top of it. The oven microwave nothing was clean NOTHING. On Thur I noticed a horrible smell and it was the garbage disposal it wasn't working at all and I had noticed gnats in the room which we did not leave the doors open they were coming from the garbage disposal. I received a text message about the departure cleaning which I was not aware of so I called the office I did express my concerns to the lady that I spoke to and she asked if I called so a cleaning crew could come and I started no that I done everything myself. I didn't want to sit and micromanage someone cleaning. I also was told that I had to strip all the beds and put the towels in one spot all together and that the comforters were not washed after each stay only sanitized how disgusting is that which explains why I seen stuff on them and we did not use them during our stay. I was not aware of any departure cleaning that needed to be done. Overall horrible!!

  

  Business response

  09/27/2022

  Business Response /* (1000, 5, 2022/07/23) */ Dear Mr.*****. I am so sorry to learn of your experience with us. I do apologize on behalf of Elliott Beach Rentals, the homeowner, and his private cleaner. I have reached out to you via email. I hope we can resolve your disappointment and I hope you will allow us the honor of serving you again. Consumer Response /* (3000, 7, 2022/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Elliot Reality did respond with an offer of 150.00. I did respond back via email with no response back from the company. Yesterday I had a credit come through on my bank account for 150.00 which I did not agree to but they proceeded to put it in there anyway. Does the company or homeowners know how long diseases can live outside the body through blood and bodily fluids? I do there are special cleaners that kill these diseases and COVID which there is a new spike in right now. And as disgusting as the hotel room was none of this was done.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cannot say enough negative things about Elliot Realty. This company has the poorest level of customer service I have ever experienced. We stayed from a Saturday to Saturday. When we arrived the first day, we were not able to connect to the free private wifi that was in the contract. Elliot told me to restart router. There was no wifi router in the condo. I ask if the agent can contact the owner to inquire about where the wifi router is. I'm told the owner swears it is in the second bedroom and that the wifi info is correct. Sunday we had a lot of rain. A window in the condo began leaking badly onto carpeted floor. Elliot says they will put in a work order. I called every day of the week for an update on both. Finally on Thursday, an Elliot representative arrives to check on the wifi issue. He confirms that there is no router anywhere in the condo. Friday I receive a call from Elliot stating that they "actually" contacted the owner (almost a week later) and he said that they haven't used that wifi service since winter. It's July. This was very inconvenient as I planned to do some remote work while I was on vacation, and I needed secure wifi access. The window was never fixed. Apparently Rick Elliot condones associates openly lying to avoid resolving issues with customers. Our contract stated we would have 2 parking passes for a condo that sleeps 11. While this was already inconvenient, when we arrive we find out that only 1 parking pass is on the premises of the condo complex. The other parking pass is for a gravel lot a block away. Our 3rd car had to parked at the Cherry Grove Elliot overflow lot which is a 20 minute drive from our condo. In order for the entire family to travel to eat or shop, we had to travel 40 minutes just to get our car. This was totally unacceptable since the Elliot office we checked in at was only 1 block from our condo. I was told by the representative that assessed the wifi that I should receive a full refund. Reservation #XXXXXXX

  

  Business response

  10/11/2022

  Business Response /* (1000, 8, 2022/07/28) */ Mrs. ****** did call in about the wifi and the window leaking, and the work orders were put in. The leak was fixed during her stay, the wifi information that was on file is no longer active, that information was for a winter rental. That unit has open wifi provided by the HOA, he was told he could log on to that and if he has any problems he was given the tech support number and the guest was given that same number before on July 7th. The guest was aware that the unit did sleep 11 people and we could only give him 2 parking passes. The guest knew as well that our overflow parking was less than 15 minutes away when booking the unit. I would not consider the gravel lot a block away, it is 2 parking lots down and in walking distance or guest could be dropped off at the entrance.

*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. ↩