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:04/05/2023

  Type:Service or Repair 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.

  I stayed at **** ***** Beach Resort which is a Condo owned and managed by Big Fish Rental. Upon checking into the room I reached out to the owner via air bnb chat portal and let them know of the issues that we had encountered. The ****** bed was stained and drenched in fresh urine (Still Wet), the sofa bed was also stained with urine and was full of trash, and bug droppings, and the mattress and couch was filthy. The room was infested with roaches and the smell of urine was so strong in the room we had to close that side of the condo off in order to actually not be sick. I was traveling along with my husband and 3 kids (16, 14, and 10 years old) which is why I booked a room with so many ***** I wasnt able to use anything but the 2 queen ***** When I first reached out I was told that I couldnt be moved because there was no more vacancies. They offered to bring something called ozone to get rid of the smell. I immediately asked for a refund and I would have been able to go bok another room. I didnt hear back from any one. Everytime I reached out to them I spoke with a different person and was told that they were checking with the team, so while waiting on them to get back to me I was forced to stay there. I just heard back from air bnb yesterday and was told that they could only refund me one night and cleaning fee which is unfair because if they would have just refunded me in the beginning I would have been able to book another room. I am posting pictures below to prove. Please stay away from these people. They are scammers.

  

  Business Response

  Date: 04/05/2023

  HI There

  I am so sorry this was your experience. We asked the cleaners and they said they didn't see bug droppings and the color on the mattress is from the rust from the mechanism holding the sofa together. Unfortunately things do rust at the beach. Palmetto bugs are also common. We have reached out to Mr ********* to spray the room. I'm sorry you saw bugs. However I have seen them in 5 star hotels. Pests are unfortunate in this line of work. The cleaner also stated it did not smell like urine. In your pictures I'm not seeing the bed full of trash either. It sounds like airbnb is refunding you according to what you have written

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19899786
  
  I am rejecting this response because: this is proof. The pictures dont lie. The ****** bed and the pull out couch was soaked in urine and was filthy. the video and pictures show. No way they were expecting my children to sleep on this filth. The urine smell was so bad I was not able to use the other side to the condo. They even offered to come out and bring some ozone to get rid of the urine smell. And the bugs that were seen where def house roaches. I just want my money back. and I am not finish leaving reviews and pictures. I will post these pictures and videos on every platform I can imagine. And then it says that the owner is ***** and she lives in ************ when this is untrue the owner is actually a big company called big fish and you never speak with the same person twice.

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

  

  Business Response

  Date: 04/06/2023

  airbnb refunded you accordingly if not more. The rust is in the pics. I'm sorry you dont agree with their decision. 

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19899786
  
  I am rejecting this response because: anybody with eyes can see that that isnt rust. No metal even touches the part of the bed that the urine stain was on. You guys are scandalous and as I stated before whether I get a full refund or not. I am not going to rest until I have spread the word about my experience to every platform that I can. I have so many different pictures and vdeos that I couldnt upload here that I will spread around ********* instagram, snap chat, and ******* before tomorrow. All I wanted was a refund. It was just a simple request. But that will be taken care of because I sent all pictures and vide to my bank. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/06/2023

  Type:Sales and Advertising 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.

  First let me say thank you for your willingness to listen to my concerns and seek a resolution to the problem. Since checking into the unit on Saturday there has been ongoing problems and concerns. I had 2 separate altercations with the parking lot attendant. He put a violation to tow my vehicle from the over size lot. The hotel overall was not busy and parking spots were plentiful but I moved to the 4th floor. I parked again in the oversized lot last night because the hotel was even less busy and got another notification to move. All of this said my vehicle meets the 66 height requirement to park in that oversized lot. The unit was not appropriately cleaned. We found hairs on the clean linens and food on the floor in the kitchen. The unit smelled highly of cigarette and marijuana smoke and is supposedly a smoke free unit as the rental agreement implied. We notified the rental company immediately of our concerns and the solution was to send the cleaner back. When the cleaner arrived she handed my wife a trash bag with new linens in it. She never entered the unit and never offered to actually clean anything. We asked for a refund for the remainder of the trip so we could stay elsewhere. Then last night I turned on the kitchen light and seen 2 bugs that appeared to be roaches running around the kitchen floor. Again I notified the rental company immediately and was told this was a common problem at the beach and asked if we wanted the room sprayed. I verbalized several times to the company that I just wanted a refund for the remainder of the trip so I could go elsewhere. This is by far the dirtiest place I have ever stayed in. The pictures on the website are misleading. I would have never rented this property had I seen it in person first. Bigfish rental is by far the most unprofessional company I have ever dealt with. They only wish to communicate via text or email and do not strive to meet their costumers needs. We had to go rent another place.

  

  Business Response

  Date: 03/06/2023

  HI There

  I am so sorry this happened. We always send the cleaner back. I'm sorry you saw two bugs, however sometimes they can be prevalent at the beach. We offer bug sprays. These are usually performed by the **** I'm so sorry for your troubles at the condo

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19537551
  
  I am rejecting this response because:
  Bugs? They were German c*** roaches!!! Just watch the video. You guys broke the contract that I signed for staying there, A clean smoke free condo. Its sad you guys could care less about your customers and how you completely ruined me and wife's vacation. Especially when shes a surgery nurse and this was her time to decompress. Thanks a lot 

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

  

  Business Response

  Date: 03/13/2023

  HI There

  I have spoken with the parking lot attendant and the cleaner.  The parking lot attendant stated "he thought the guests had been drinking. He was argumentative and wanted to "fight" with the parking lot attendants on staff trying to do their jobs." There are signs posted in the parking lot for vehicles under a size limit and where to park and where to park if the vehicles are a particular size and over. Per our agreement the guests is subject to fines if they violate any rules of the resorts. I have attached the pics the guests did not show you and his choice of words actually written on the parking pass from the parking attendant

  As per the cleaning and the roaches:  "Im trying to figure out where the sheets came from we dont have striped sheets per the cleaner. Please note the pic at the top of the sheet style. We do not supply striped sheets " Per the contract guests signed #**, guests have 1 hour after arrival to report issues. If guests arrive after 6pm guests understands concerns will be remedied the following day. We do not have an onsite staff to immediately address issues. **. You agree that you have 1 hour to report cleaning issues after arrival. Issues reported for guests who arrive after 6pm will be remedied the following day. Our cleaning staff goes home to rest to gear up for the next day. You understand they are doing laundry most of the evening to prepare. We do not have an onsite staff to remedy after-hours issues. We are happy to address any issues the following day  The cleaner went back the following day and stated "the lady grabbed the bag out of my hands and stood in the door way so as not to let me in".  "I offered to go back into the room and clean anything thing they needed but they refused."  We didn't ignore the guests complaints but tried to help them. No cigarette smell is noticed in the room and occupant currently is not complaining. I'm so sorry he saw a *****, however I have seen roaches in 5 star hotels and didn't act like a 4 year old when i saw them. I also didn't scream and yell at people actually trying to help me or write vulgar notes on parking tickets. Roaches are simply out of our control. The *** and resort are required to perform regular ***** sprays, not the property manager. We offered to send the pest control for a spray and I'm showing we also requested the unit be sprayed Per the contract if guests left early there is not refund of stay.  Attached are pics of the bedding prior to the guests arrival per the cleaner. 
  

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19537551
  
  I am rejecting this response because: first off the garage stated 6,******** and my suv is over 6,6 so I parked where the signs state i park!! Secondly, did the staff give me a sobriety test? Because the last time I checked he did not and hes not a police officer. Third that was the note he left on my car and he was a ignorant person starting with the whole hotel. 
  As regards to you now saying thats not the sheets put on the bed!! Well how did they get there then? Did they just magically walk their self into the room and make the bed? You broke several rules of the contract that I signed to stay there. Cleanness and smoke free!!! Ive have stayed all over the world and never had one ***** in any place I attended in my life. Your right,you set all kinds of rules stated fines for people,but somehow you dont want to refund when your broke yours!!!! Trust me I did not want to pack up and leave mid week and go spend another 500$ dollars because of roaches and body hairs in the condo. Maybe you should honor your contract and figure out who the h*** is cleaning your condos because apparently you dont have a clue especially when the response you had was we dont know where those sheets came from I mean really!!! What kind of business are you running? 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/28/2022

  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.

  This was my first experience renting an Airbnb and I did so because I wanted to work directly with an owner. But "*****," who was listed as the owner of the condo I rented was a FAKE. I found out afterward that I was actually dealing with a rental service called Big Fish Rentals.I contacted "*****" before I left for my trip inquiring about the conditions at the resort but got no reply. Hurricane *** hit ****************** on September 30, 2022, which was 12 days before my check-in date of October 12, 2022. "*****" had plenty of time to contact me and tell me whether the hurricane had affected the resort before I made an 800-mile trip.When I arrived at ***************** in ******************, I went to the front desk to find out how to get to my room. I was told that the elevators were not working, which was a huge problem for me because I have a physical condition that prevents me from using the stairs, and my condo was on the 12th floor. When I inquired about using the pools, hot tub, and lazy river, I was told they were not working because Hurricane *** had ravaged the resort, and they were waiting for parts for them and the elevators. The use of these amenities was part of my Rental Agreement. Had I been informed about the elevators and pools not working I would have asked to cancel or reschedule my trip. This was a 53rd Anniversary trip for my husband and I that was ruined because of the underhanded dealings of Big Fish Rentals.Because of this experience I will never rent an Airbnb ever again, and I will tell everyone I know to do the same. And stay away from Big Fish Rentals - they are a very unreputable company. They make you sign an agreement before you can reserve the property, which absolves them from every disaster that could happen, rendering the travel insurance you purchased useless. I am seeking a refund of $401.91 for not being able to use the amenities at the resort which were promised to me in my Rental Agreement.

  Customer Answer

  Date: 12/29/2022

  ***Document Attached***
  
  See Attachment/File: Letter ***************** Homeowners Assoc.jpg

  Customer Answer

  Date: 01/04/2023

  ***Document Attached***
  
  See Attachment/File: AirBnB Rental Time-Line.docx

  Customer Answer

  Date: 01/06/2023

  ***Document Attached***
  
  See Attachment/File: Response to BBB.docx

  

  Business Response

  Date: 01/27/2023

  This customer is incorrect. "*****" owns the company called Big Fish Rentals.

• Initial Complaint

  Date:12/04/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I rented one of big fish rental company's condo's which was at the Sand Dunes room 2525 on Nov. 24-27, 2022. We got to the condo very late that evening, being it was thanksgiving and we spent time with family. The condo look as if was decently clean with a beautiful view of the ocean. The next day we got up and headed straight out to do our eating and shopping. We came back to the condo to relax and as sitting on the couch te realized we had bugs crawling all over us! They were crawling up the sliding door and all over the couch! So texted big fish rental, and there was nothing they could do but call HOA and see when pest control could come spray while we were there!! We said no, that we needed another place and they couldn't accommodate! So we packed all of our stuff up and had to pay for another place stay stay for 2 nights plus clean all of our stuff from the bugs so that we didn't bring them back home with us!! I have contacted big fish rentals several times about refund but they have ignored my emails, texts, and calls. I don't know what else to do.

  

  Business Response

  Date: 01/19/2023

  Consumer Response /* (2000, 5, 2022/12/08) */ The Big Fish Rental has refunded all the money for my stay and they have contacted and apologized for taking so long getting back with me. Thank you so much for your help. Thank you, ******* ******

• Initial Complaint

  Date:10/11/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On September 26, 2022 I booked a condo through Big Fish Rentals, paying in full for 3 nights. On the day we were to check in, we arrived at the resort after the 4 p.m. check-in time. The rental company does not provide the unit entry code until that time. After unloading the car and entering the lobby, we were told that the elevator was not working (had not been working ALL week). Since our unit was on the 14th floor, and we were not able to climb the stairs 14 floors, we were unable to access that unit. I immediately contacted Julie at Big Fish only to get voice mail. She did not return my call and would only communicate via text. She apologized and offered another property 10 miles down the road. Since we had driven HOURS to get there, and waited until after 4p.m. to get access to the unit, packing the car back up and driving even more was not an option. Bottom line- Julie had ALL week to notify us that the elevator was not working and she had DAYS to apologize and offer another property. Instead SHE CHOSE to keep us in the dark and let us show up with nowhere to stay. These are not the actions of a reputable business. Clearly this company only cares about taking your money and not about providing an enjoyable vacation experience. (See string of complaints below) I share my experience so that others will know that this company cannot be trusted to uphold their end of the rental agreement. I would like a full refund for this rental because the unit we paid for was not accessible to us.

  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/10/12) */ HI ******* I am so sorry this happened to you. You booked the condo on September 26 knowing hurrican ian was in the ocean. As we all know hurricanes can choose to do anything and go anywhere. Per our contract it states no refunds in the event of a hurrican or unforseeable circumstances outside of our control. You signed the agreement on Sept 26 at 1124am, again knowing Hurricane Ian was in the ocean and could head basically anywhere it wanted to go. We offerred you another resort which you refused. I am sorry it was 15 miles away, but it had working elevators in it. We don't send the code until 4pm checkin time because that is the checkin time we agreed upon. It is sent at 4pm for safety purposes. We can't have a guests walking in on another guests if it is sent prior. Believe it or not people actually get the date they booked confused and come a day earlier. Also the cleaners know they have until 4pm to clean the unit. If you do want to check in earlier we offer this, but it has to be planned and is dependent upon the cleaning company and their schedule. WE were not aware the elevators would be out in this building for so long, otherwise we would have told you. Again I am so sorry. I was under the assumption that the resort was working on them and they would be fixed in the building you were in. Unfortunately this was not the case. We are holding up our end of the rental agreement verbatim with what it states. Please read it. #14 and #15 both state as follows. 14.TRIP INSURANCE, ACTS OF GOD, UNFORESEEN CIRCUMSTANCES HURRICANE /STORM POLICY: Rental Guardian Trip Cancellation and Travel Insurance is intended to provide protection to you against losses for certain pre-paid nonrefundable expenses due to certain unforeseeable circumstances that may jeopardize your travel investment and force you to incur unplanned additional costs. Big Fish Rentals cannot refund rental deposit payments due to circumstances beyond our control, including but not limited to a hurricane or storm-caused evacuations, road closures, inclement weather, or any illness or injury to someone within your traveling party that may cause you to cancel your trip, this includes viral outbreaks. For these reasons, we recommend that you purchase this valuable protection, which includes benefits such as medical coverage, travel delay benefits, 24/7 emergency services and more (described in full in specific program documentation we will provide you upon request). The purchase of this Trip Cancellation and Travel Insurance is optional. No refunds will be given due to hurricanes or storms. This includes mandatory evacuations. We HIGHLY recommend you purchase trip insurance ESPECIALLY the months of August, September, October, and November. By not purchasing trip insurance you understand that you will not receive a refund due to a hurricane, storm, or natural disaster, act of God, act of war, or terrorist acts, COVID19 contraction or any other pandemics known or not known. 15. The condo will be in clean and working condition. No compensations will be given for non-working items outside the owner's control, including but not limited to power outages, cable TV outages, internet outages, etc. For items inside the owner's control, the owners will make every attempt to rectify problems that may occur while you are in the condo. It is the renter's responsibility to notify the owner immediately if there are any problems. No refunds or any other compensation will be given for the problems that the owner is able to rectify within a reasonable time frame. No refunds or compensations will be given because there is a stain on fabric The elevaotors not workjing for any reason would be out of our control including a hurricane. Again I am so sorry you are not happy but I'm unsure why you would choose to purchase a trip when there is a hurricane in the middle of the ocean and one of the paths is SOuth Carolina. I am so sorry we only communicated via text. This is the fastest most efficient way to get you information regarding where we are able to move you that has working elevators. My apologies you were not happy with the offer. Consumer Response /* (2000, 7, 2022/10/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is just the response I expected from a company with a "D" rating from the Better Business Bureau. Just wanted to add my voice to the chorus of complaints from dissatisfied customers so that others can make informed decisions. BUYER BEWARE! As one reads the numerous complaints about Big Fish, you will notice a theme- they've never done anything wrong. The customer signed the contract and paid in advance. After that, Big Fish is DONE with you.

• Initial Complaint

  Date:10/04/2022

  Type:Product 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 booked a Condo at Bahama Sands thru Big Fish rentals for September 29-Oct 2 2022. About a week before we were to arrive there was talk of a possible Hurricane in the Gulf that may end up close to our destination in North Myrtle Beach S.C. I contacted the host Julie about changing our reservation to the first open dates they had at the time for the Condo which was approximately 2 months away because this trip was for my mother-in-laws 92 birthday and there was no way she was going there if a Hurricane was to be close. The host for BigFish (Julie) denied our date change request. She said their cancelation policy was very strict..We WERENT canceling we were rescheduling to their open dates on their site. Didn't ask for money back. RESCHEDULE.. Denying our request for a reschedule meant we were to use it or lose it. We paid over $1100 for 3 nights. My sister in law also was coming with us from Atlanta Georgia and at 70 years old wasn't gonna come either if the hurricane was coming so my wife and I basically HAD to go to avoid being ripped off for $1100.. Hurricane Ian was almost a direct hit with us and we spent 12 hours with no power to the Condo building. Elevators didn't work so we had to use stairs from the 8th floor just to go off our floor. The wind was blowing so hard we were unable to leave our floor for 4 hours because there was a vacuum keeping the stairway door from being opened. Luckily the building didn't catch on fire or we could have died. The toilets all were inoperable because the water was sucked out of them from the vacuum also.We lost food in the refrigerator from 12 hours of no power. When we arrived on day one ALL the patio furniture was piled ( of all places) in the kitchen and we couldn't even get the refrigerator door open. Water was bubbling in around the sliding glass doors in both the living area and bedroom soaking all the walls and carpet. Was a miserable experience with Big Fish. It's all about money to them. No common decency.

  

  Business Response

  Date: 11/27/2022

  Business Response /* (1000, 5, 2022/10/07) */ HI *** I am so sorry that happened to you, Unfortunately a hurricane can cause power outages and such. I am sorry a hurricane took place during part of your stay. DId you purchase trip insurance as we advise after booking? Per the signed rental agreement it states: 4.TRIP INSURANCE, ACTS OF GOD, UNFORESEEN CIRCUMSTANCES HURRICANE /STORM POLICY: Rental Guardian Trip Cancellation and Travel Insurance is intended to provide protection to you against losses for certain pre-paid nonrefundable expenses due to certain unforeseeable circumstances that may jeopardize your travel investment and force you to incur unplanned additional costs. Big Fish Rentals cannot refund rental deposit payments due to circumstances beyond our control, including but not limited to a hurricane or storm-caused evacuations, road closures, inclement weather, or any illness or injury to someone within your traveling party that may cause you to cancel your trip, this includes viral outbreaks. For these reasons, we recommend that you purchase this valuable protection, which includes benefits such as medical coverage, travel delay benefits, 24/7 emergency services and more (described in full in specific program documentation we will provide you upon request). The purchase of this Trip Cancellation and Travel Insurance is optional. No refunds will be given due to hurricanes or storms. This includes mandatory evacuations. We HIGHLY recommend you purchase trip insurance ESPECIALLY the months of August, September, October, and November. By not purchasing trip insurance you understand that you will not receive a refund due to a hurricane, storm, or natural disaster, act of God, act of war, or terrorist acts, COVID19 contraction or any other pandemics known or not known. We urge you to purchase trip insurance several times in the event of a catastrophe. Here is the second statement. 25. TRAVEL INSURANCE: We highly recommend your purchase travel insurance. If you wish to purchase travel insurance, go to www.InsureMyTrip.com for details and to purchase. Rental Guardian Trip Cancelation and Travel Insurance are intended to provide protection to you against losses for certain pre-paid non-refundable expenses due to certain unforeseeable circumstances that may jeopardize your travel investment and force you to incur unplanned additional costs. Big Fish Rentals cannot refund rental deposit payments due to circumstances beyond our control, including but not limited to a hurricane or storm-caused evacuations, road closures, inclement weather, or any illness or injury to someone within your traveling party that may cause you to cancel your trip, transportation disruptions and cancellations, travel advisories and restrictions, health advisories and quarantines, changes to applicable law, and other government mandates- like evacuation orders, border closures, prohibitions on short term rentals, and shelter in place requirements, exposure to COVID-19 or any other pandemics known or not known. For these reasons, we recommend that you purchase this valuable protection, which includes benefits such as medical coverage, travel delay benefits, 24/7 emergency services and more (described in full in specific program documentation we will provide you upon request). The purchase of this Trip Cancelation and Travel Insurance is optional. Here is the signature and the time of signing. Name of Signer: *** V ********* Time of Signing: Aug 7, 2022 9:28 PM EDT Signed at IP Address: ************ Consumer Response /* (3000, 7, 2022/10/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did NOT ask for a refund.. I asked for a date reschedule which was denied by the host Julie. I explained in advance this trip was SOLELY for my mother in laws 92 birthday and she couldn't come because of the Hurricane. She could NOT evacuate in a reasonable enough time if needed. She has owned rental properties there for 50 years.Theres only been a couple hurricanes come thru there with any strength like this one. I didn't purchase travel insurance because there was no reasonable expectation of a Hurricane in that area and I didn't realize a host would be more concerned about their money than peoples lives. I DEFINITELY know now that Big Fish Rentals is more concerned with their bank accountant will continue to inform others of this. Business Response /* (4000, 10, 2022/10/12) */ *** we have a rental agreement so there is something to go by when things happen. THis is why we have an agreement. YOu signed it and I am enforcing it. I wish you had purchased trip insurance as we strongly encourage and I call out the months of hurricane season specifically. I simply cannot be responsible for your choice of not to purchase the trip insurance. It was your choice and you did not purchase it. You signed the agreement and that is what we go by. Consumer Response /* (4200, 12, 2022/10/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) You had ample time to reschedule the trip. The date we wanted to reschedule to was 6 weeks later( which was the FIRST open date the condo unit had available.) You chose to enforce your policy because you care MORE about the money than the people booking the trip. You keep reciting trip insurance.It should be called protection from host insurance. It was YOUR decision to not allow us to reschedule.

• Initial Complaint

  Date:09/30/2022

  Type:Service or Repair 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.

  I booked at reservation at the Sandy Beach Resort MB on 9/16/22 though VRBO and ultimately through BIG FISH RENTALS. Full disclosure, although I understand in the email it said no refunds for cancellations. However, There is a hurricane coming in and Spirit has already given a full credit voucher. This company would not give any sort of credit but will happily take your money during the booking process or they suggested changing to dates to a fee of ...(get this) 300! Needless, to say this is very disappointing to see company take advantage of the consumer this way. BTW, I have NEVER done a complaint like this before but felt driven to warn people. I think there should be some special circumstances such as a hurricane but there are some crooks in the that just care about the money. BUYER BEWARE!!!

  

  Business Response

  Date: 11/27/2022

  Business Response /* (1000, 5, 2022/10/07) */ HI There Per the rental agreement you signed Name of Signer: ***** ******* Time of Signing: Sep 16, XXXX X:XX AM EDT Signed at IP Address: ************** 14.TRIP INSURANCE, ACTS OF GOD, UNFORESEEN CIRCUMSTANCES HURRICANE /STORM POLICY: Rental Guardian Trip Cancellation and Travel Insurance is intended to provide protection to you against losses for certain pre-paid nonrefundable expenses due to certain unforeseeable circumstances that may jeopardize your travel investment and force you to incur unplanned additional costs. Big Fish Rentals cannot refund rental deposit payments due to circumstances beyond our control, including but not limited to a hurricane or storm-caused evacuations, road closures, inclement weather, or any illness or injury to someone within your traveling party that may cause you to cancel your trip, this includes viral outbreaks. For these reasons, we recommend that you purchase this valuable protection, which includes benefits such as medical coverage, travel delay benefits, 24/7 emergency services and more (described in full in specific program documentation we will provide you upon request). The purchase of this Trip Cancellation and Travel Insurance is optional. No refunds will be given due to hurricanes or storms. This includes mandatory evacuations. We HIGHLY recommend you purchase trip insurance ESPECIALLY the months of August, September, October, and November. By not purchasing trip insurance you understand that you will not receive a refund due to a hurricane, storm, or natural disaster, act of God, act of war, or terrorist acts, COVID19 contraction or any other pandemics known or not known. 25. TRAVEL INSURANCE: We highly recommend your purchase travel insurance. If you wish to purchase travel insurance, go to www.InsureMyTrip.com for details and to purchase. Rental Guardian Trip Cancelation and Travel Insurance are intended to provide protection to you against losses for certain pre-paid non-refundable expenses due to certain unforeseeable circumstances that may jeopardize your travel investment and force you to incur unplanned additional costs. Big Fish Rentals cannot refund rental deposit payments due to circumstances beyond our control, including but not limited to a hurricane or storm-caused evacuations, road closures, inclement weather, or any illness or injury to someone within your traveling party that may cause you to cancel your trip, transportation disruptions and cancellations, travel advisories and restrictions, health advisories and quarantines, changes to applicable law, and other government mandates- like evacuation orders, border closures, prohibitions on short term rentals, and shelter in place requirements, exposure to COVID-19 or any other pandemics known or not known. For these reasons, we recommend that you purchase this valuable protection, which includes benefits such as medical coverage, travel delay benefits, 24/7 emergency services and more (described in full in specific program documentation we will provide you upon request). The purchase of this Trip Cancelation and Travel Insurance is optional Our policies are clearly stated in the rental agreement prior to signing. Did you purchase trip insurance as instructed? Julie

• Initial Complaint

  Date:09/30/2022

  Type:Product 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 booked a condo with Big Fish rentals through AIrbnb for our daughters parents weekend at Coastal Carolina University. Hurricane Ian is forecast to make landfall on the day we were supposed to arrive (tomorrow) and all airports cancelled flights and the storm is supposed to be a Cat 1 Hurricane. Big Fish and Airbnb refuse to cancel the booking and refund money. All they say is refer to cancellation policy, which this circumstance is an extraordinary weather event with possibility flooding and damage. One would hope that safety and common sense would trump greed, but that is not the case. After pleading for a refund and getting nowhere....we tried to reschedule a different date so we would not lose everything but that was denied.

  

  Business Response

  Date: 11/27/2022

  Business Response /* (1000, 5, 2022/10/07) */ Hi there Our policies are thoroughly stated in our rental agreement you signed. It states no refunds will be give in the event of a hurricane or mandatory evacuation. IT states this in the agreement at least twice. At least 3 times you are encouraged to purchase trip insurance. Did you purchase the trip insurance? I also cannot seem to find your reservation as we do not have a ****** ****** in our system.

• Initial Complaint

  Date:09/13/2022

  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.

  Meridian Plaza #XXXX X/27/22-9/2/22 For starters, when I was looking to book a condo I had some questions and they refused to talk by phone. Text or email. Very frustrating. I bought groceries so that I could cook. Sunday I discovered the oven didn't work. I tried calling to notify them of the problem and, AGAIN, they wanted to text or email. They sent someone out. The maintenance guy wasn't able to fix the problem and said it looked like it needed to be replaced. The oven was never fixed before check out. I ended up having to throw out the food I bought and eat out spending much more then I budgeted for food. I requested compensation for the food I had to throw out and was denied. I called the management company and they said they would call me back in 15-20min. Two days later they still had not called. I tried calling them back and it kept going to voicemail. I called VRBO and they were told the oven had been fixed. IT WASN'T. VRBO put me in contact with Big Fish. I was never able to talk to Julie. Only an assistant. She said I didn't contact them when I checked in. I DID. They still denied compensation and said they didn't care if I left a negative review because they already had my money. AVOID any properties host by Julie or Big Fish Rentals. Also, the air conditioning quit working the last night and I had to sleep in a 77 degree room. They said that was also my fault for not contacting them sooner and no compensation for my discomfort. BOTTOM LINE: Their number one priority is money. NOT customer satisfaction. I can't imagine the owners would be very happy if they knew this was how their property was being managed.

  

  Business Response

  Date: 11/27/2022

  Business Response /* (1000, 11, 2022/10/07) */ HI There We sent out the ac people immediately when you first complained about it. THey reported they got it up and running for you. The AC was replaced a week later. There should not have been an issue during your stay after they went. If so we do not show you reported it. As far as the oven, plesae send a receipt showing the food your purchased you were not able to use. Thank you Julie