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:01/15/2025

  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.

  Unable to get refund for cancelled reservation

  

  Business Response

  Date: 01/16/2025

  Hello ******! Thank you for reaching out to us through the Better Business Bureau. After looking into your reservation that was booked on May 13th, 2024, you paid a $833.81 deposit. You then cancelled your reservation outside of your cancellation period. Once the unit re-rented, it did not rebook for the same price. Therefore, your refund amount was $144.68 and was mailed via check on October 31st, 2024. Should you have any further questions, please don't hesitate to reach out by calling *********************. Thank you!

  Customer Answer

  Date: 01/18/2025

   
  Complaint: 22814626
  
  I am rejecting this response because:  I have NOT received any refund!!!!!
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 01/23/2025

  Hello! We are looking into this check. If the check has not been cashed, we will void it and mail a new one to the Florida address. If the check has been cashed, we will go from there. I will keep you in the loop via phone/email about the status of the initial refund check. Thank you! If you have any questions, you can reach me at *********************!

  Customer Answer

  Date: 01/24/2025

   
  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  IF they follow through and reissue the check and mail it to my Florida address as they have stated.  It seems too early to say the situation is resolved when I have not yet received a refund.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/26/2024

  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 a rental at ************** with this company for my vacation and day 1 as Im getting ready to go to bed I pull the sheets back and see pubic hairs all over the sheets and random hairs everywhere on all the linens including the pile of clean ones they had in the room. There was a random sock in the washer I called their emergency line which then thankfully gave me a new room at a new resort BUT it was far away from the boardwalk and everything I had in walking distance. I had to pack up everything and drive to the check in office to get the info I need for my new stay all at 1am. Then I pull out the bed that was in the living room with the ocean front view and see stained sheets and dirty linens AGAIN! But thankfully the main beds sheets were clean. The bed ended up being really wobbly and was zip tied underneath! The shower had left over soap bar remnants like the tub hadnt been scrubbed Im glad the rental company gave us a new place but with all the inconvenience they didnt offer any sort of reimbursement. I feel I should receive a full refund for how awful that experience was. (It wont let me upload my pictures, I will have to send another way?)

  

  Business Response

  Date: 08/26/2024

  Thank you for the feedback, and we apologize for the inconvenience you had with your stay after you were moved. We advise our guests to please call us to let us know about any issues with their stay, you called us, and we moved you, however you never called about anything after that to let us know you had issues. Reporting this to the BBB does not get you a refund or any compensation for a problem that we were not aware of. We will not be refunding you any money, please next time reach out to a manger before going through the BBB for a complaint that we could have handled before you left. Thank you 

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22193784
  
  I am rejecting this response because:

  This is simply not true, I called again in the morning and told them of the issues with the new room.

  If your calls are recorded, you will have this information but it seems you would rather lie to BBB and to me to cover your poor service and avoid giving a rightful refund. 

  
  Sincerely,
  
  Summer *******

  

  Business Response

  Date: 08/27/2024

  I am rejecting this response because:
  This is simply not true, I called again in the morning and told them of the issues with the new room.
  If your calls are recorded, you will have this information, but it seems you would rather lie to BBB and to me to cover your poor service and avoid giving a rightful refund. 
  
  

  There are no calls that we have, we have notes when you arrived and were moved. We spoke to you on the 24th about you staying in the unit CRV1538 and we advised housekeeping then, we do not have any notes that you called after that date. We have no reason to lie because BBB is not the one that refunds you back any money or nor do they force us to give any refunds, I will be happy to give you $50 back for your issues but we will not be refunding you any more than that. 

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22193784
  
  I am rejecting this response because:

  I assumed that you guys would try to make it right the next morning when I informed you of the issues. I shouldnt have had to tell you more than once. If you think a $50 refund is acceptable for a paid vacation that should have had zero issues then you can keep your $50. You probably need it more than me. 
  
  Sincerely,
  
  Summer *******

• Initial Complaint

  Date:06/14/2024

  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.

  We rented the **************** June 1-16. The house had lots of safety issues. Including coat hangers holding together a 3rd story balcony railing. They were very *****. The pool and hot tub never worked, the pool has a foul smell. We could not use it for the entire 2 weeks. In fact neither worked when we arrived. Went we called they were very rude and put me on hold for 42 minutes. Moreover we have had 4 guest (including myself) go to the *** We were tested for everything. They said it may be a bacterial infection but they gave us all antibiotics. The air intakes are filthy and may well have been the culprit. We have rented beachfront houses in this area for over 20 years. I will never rent from these rude and uncaring people again. We drove 7 1/2 hours to get here then had to spend 3 hours cleaning this place. Cant wait to see what they try charging us for. Beware and stay way

  

  Business Response

  Date: 06/14/2024

  Thank you for your information about **************** again I cannot discuss anything with you about this because you are not a registered guest at this home. Thank you 

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21850239
  
  I am rejecting this response because:
  My name is ************************* I am the one who paid and it is in my name. 
  

  seems like a standard response you have to the other complaints  

  much easier response than addressing the actual issues  

   

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

  

  Business Response

  Date: 06/17/2024

   

  We appreciate you reaching back out to us, this BBB complaint started with someone else's name, we will not be responding to this complaint. We are sorry that you have a complaint as we always take care of our BBB complaints and our customers when they feel the need to go to the BBB instead of to our company for their complaints. If you would like to discuss this further, please reach out to me at ext 333. thank you 

  
  

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair 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.

  o I rented The Ambassador Villa on **********.in ************ Beach for 5 days 4 nights. This villa was extremely nasty & I was embarrassed because I bought my family with me for a weekend getaway. The floors were dirty, the stairway carpet has NEVER been clean. The walls going up the stairs was ABSOLUTELY FILTHY! After getting in & showing family their rooms, we began to notice that we had uninvited visitors. This building was infested with ROACHS. We called the office to let them know what was going on & they said they will send a exterminator, but they never came. Within 15 minutes of being there, there was a knock at the ********* said he was **************** was there to fix the dresser drawers. About one hour later maintenance had to come over because all the toilets was backing up in the tubes. The internet did not work properly.I have rented from them on other ********* complained about things but this time it was the worst ever. This was the LAST STRAW. Going forward I will be using a new rental company. There were times in the past that they would reach out for a ********** would let them know but they never acknowledged or tried to make it right...I'm Done with Elliott. I hope this review will save someone from being disappointed

  

  Business Response

  Date: 11/10/2023

  Thank you for reaching out to us on the BBB, however I was out of the office Tues-Thur and you did not give me a chance to look into your reservation or to contact you back. I work until 3 pm everyday and I did not receive your message until I returned to the office on Friday. I have gone over your reservation and work orders were put in for all your issues and they were taken care of while you were staying with us. You never mentioned in your calls that the unit was dirty and only complained about the sofa and the roaches that you seen, in which we took care of all of these things while you were with us. If the unit was dirty I apologize for this but we would have sent someone out to reclean at your convenience. I am sorry that you had a terrible time with us and that you feel disappointed in my response time, but I responded on the website and you called me after hours. I will refund you ****** for the cleaning issues because you did not report this to us. If there is anything else I can do for you please reach out to me by email ************************************************ 

   

  Thank you 

  Customer Answer

  Date: 11/10/2023

   
  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

  Date:09/28/2023

  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.

  July 29 2023 thru August 5th 2023. The rental was dirty and ants crawling on me in the bed. They did send an exterminator. I consider this false advertising because the whole house needed updating. Drawers in kitchen were nasty and were broken. Couldn't even open them. The cabinet under the sink was rotted and filthy. The coffee pot had mold in it. The furniture was wore out. The beds were on rollers. Comforters were old and worn out. Old lamps left in floor. I paid for linens and they were bleach stained. The washer and dryer are on their last leg. They did return ******. I paid over ******* for the week. I wrote a review of the rental and they will not post my review. I have emailed the person multiple times with no results. These are very rude people. I received a reply from ******************* Today stating she is there to protect her company and homeowners. She does care about the consumer. She told me not to contact her again as I was compensated. I also have pictures and videos of the rental. MAGNIFICENT SURF is the rental in Cherry Grove area.

  

  Business Response

  Date: 09/28/2023

  You have been compensated for the issues with the unit, and you accepted this from management,  if you would have stated you did not accept the compensation management would have tried to work with you. You also could of been asked to be moved from your current location to another home. Nobody has been rude to you by no means you have sent multiple emails to me I explained that we do not have to post reviews to protect our homeowners and the company. You continued to email me and you also called the office multiple times to rectify the reviews. The home has been taken care of the homeowner was advised the condition of the home. If we don't know things are wrong they can't be fixed. We appreciate you reaching out to us about the issues and they have been taken care of. We are sorry you had all these issues but there will be no more compensation given. 

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20665472
  
  I am rejecting this response because: I did not know I could have asked to move nor was I offered by management to move. If this is *******, it kind of defeats the purpose of complaining. You also have been rude to me. Tone of your emails! What is the purpose of a review if your company will not post them. I know that people have complained because that house has no reviews. Good or bad reviews. You are false advertising the condition of this rental. If the home owners are gonna do upgrades this home would be taken off the market. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/18/2023

  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 unit 203A in ************ I from ****** from July 1-8, 2023 for a total cost of $4016.93. -The unit was advertised as "Unique, Updated, Top of the Line", which is their second highest classification, just below "Luxury". When we got to the unit it was in a state of disrepair and dirty. We have many pictures of examples including all rusted appliances, pealing paint in many locations and mold in several locations as well as others items. -We contacted ****** several times both during the stay and after to try to resolve the issue. They did not offer any resolution and did not come to see the place. -Reservation number ******* -Charges: 6/26/22 for $1508.50 5/27/23 for $2247.26 7/01/23 for $261.17

  

  Business Response

  Date: 08/18/2023

  Thank you for reaching out to us about your stay. Unfortunately we can not refund any money at this time. You have disputed your credit card for a full refund. Until that has been completed no money or transfer of funds will be given to you. I have forwarded this dispute to your credit card company as well to show you stayed at our unit and your card was charged legally. Thank you 

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20489627
  
  I am rejecting this response because:  I did dispute this charge on my credit card, but they informed me that they were not able to refund the charge because the services were rendered.  They informed me that dispute was closed.  They did not address my concern about the quality of the condo that we were forced to stay in for the week.  Due to the poor quality of the condo I am still requesting a refund.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/21/2023

  Thank you for the response, we can not offer a full refund but we would like to offer you ****** and a discounted stay on your next reservation if you would like to come back, It can only be for one unit or house not multiple and it will not expire so you can use it whenever you decide to come back. I can refund your card back today that we have on file if it has been cancelled we can send you a check in the mail. Please let me know what you would like to do,. 

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20489627
  
  I am rejecting this response because:  Thankyou for your offer but we are not interested in staying in any of your properties again.  I also find the $350 far less than the damage you caused our family during this stay.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/31/2023

  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 arrived to a condo and building that are nothing like they were advertised. The place is filthy, poorly maintained and unsanitary. Rugs and bath mats are full of stains, dirt, and debris. Dead bugs in the bedroom, piles of dirt and sand on the floors. A shower curtain covered in dirt and pink mold. Refrigerator with food scraps, debris on every surface. Our unit listing said it was well maintained by there are holes in the walls in most every room and peeling paint everywhere. Since arriving late this afternoon I continue to find problems with each new activity: unpacking, cooking, preparing the beds, showering, etc. When I contacted the company less than five hours after picking up the keys, I was blamed for not calling them sooner.

  

  Business Response

  Date: 07/31/2023

  Thank you for the complaint however at this time there is nothing that we can do until you check out and give our company time to assess the unit and compensation is never done while you are in house. We have provided another unit and a reclean and at this time there is nothing that we can do until you check out. Sorry for the inconvenience but the BBB is for issues that need help after you have used all your resources to assist with an issue. Have a good day

  

  Business Response

  Date: 08/05/2023

  Thank you for reaching out to us for the issues you had we have refunded you a total of 150 for the issues you had with your stay. We apologize you had these issues, we have also sent out a letter for an discounted stay if you decide you would like to come back. It does not expire. 

• Initial Complaint

  Date:07/27/2023

  Type:Service or Repair 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.

  We lost at least three days of our vacation. It's been over a month since we started our vacation on June 17th. On the 19th our hot water heater blew and we were without running water until the night of the 23rd. We asked for compensation for those days (because we couldn't take showers, cook, wash dishes, or even drink water). 22 emails later and their **** isn't taking my calls or returning my calls from the message I left. We spent nearly $400 on delivery because our bodies weren't clean to go out to eat and we couldn't cook because we weren't able to wash dishes or run water. This also stopped us from enjoying the actual beach because again, we couldn't take showers. We payed for these days and didn't even have the one thing every plant, animal or human being needs; water. Attached are just a few emails, one in which says we have been compensated. That is false. We still have not received compensation.

  

  Business Response

  Date: 07/28/2023

  Good afternoon, the refund has been issued for 150, a letter was sent for discount and also free departure clean, **** has spoken to your wife and stated everything has been completed to her satisfaction, 

  Customer Answer

  Date: 07/28/2023

   
  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,
  
  ***********************************

  

  Business Response

  Date: 07/29/2023

  This has been resolved close the case thank you 

• Initial Complaint

  Date:07/27/2023

  Type:Order 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.

  Elliott Rental falsely advertised the rental fee of a home called Sugar Hill on its website. We reserved the week of August 19, 2023 for a fee of $3,085.88 (including taxes, linen rental fees and cleaning service). We signed contract and placed downpayment of $1,175 on June 25, 2023 and paid balance of $1,910.88 on July 20, 2023. On July 24, 2023 we received a voicemail message and email claiming that owner is increasing rental fee for the week of August 19th by an additional $3,600. Without our consent, Elliott Rental cancelled our reservation at Sugar Hill and placed us in an inferior house for the same week. We feel that this is unethical and a classic example of bate and switch. We contacted Elliott Rental on July 25 to discuss matter, but rather than provide logical explanation, they preferred to refund our money. We had booked airline tickets and planned this vacation for months. We now have nowhere to go as everything we had liked is booked. We are dismayed by their arrogance and total lack of customer service. How is a company allowed to change the pricing of a booking once a contract is signed?

  Customer Answer

  Date: 07/27/2023

  We lost out on our vacation home, and me and my family don't have a place now.  What I want is Elliott to honor the contract that I signed for that house. 

  

  Business Response

  Date: 07/29/2023

  Thank you for reaching out to Elliott Realty, this has been resolved with letting the guests rebook it for the original price they were given, we can close this out thank you 

  Customer Answer

  Date: 07/29/2023

   
  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,
  
  *************************

  

  Business Response

  Date: 07/30/2023

  This was resolved by getting the customer back into the home he wanted thank you 

• Initial Complaint

  Date:07/25/2023

  Type:Billing 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.

  Elliott Rental falsely advertised the rental fee of a home called Sugar Hill on its website. We reserved the week of August 19, 2023 for a fee of $3,085.88 (including taxes, linen rental fees and cleaning service). We signed contract and placed downpayment of $1,175 on June 25, 2023 and paid balance of $1,910.88 on July 20, 2023. On July 24, 2023 we received a voicemail message and email claiming that owner is increasing rental fee for the week of August 19th by an additional $3,600. Without our consent, Elliott Rental cancelled our reservation at Sugar Hill and placed us in an inferior house for the same week. We feel that this is unethical and a classic example of bate and switch. We contacted Elliott Rental on July 25 to discuss matter, but rather than provide logical explanation, they preferred to refund our money. We had booked airline tickets and planned this vacation for months. We now have nowhere to go as everything we had liked is booked. We are dismayed by their arrogance and total lack of customer service. How is a company allowed to change the pricing of a booking once a contract is signed?

  

  Business Response

  Date: 08/05/2023

  This has been resolved guests are in the house they wanted. Please close this case.,

  

  Business Response

  Date: 08/05/2023

  CLOSE THIS IT HAS BEEN RESOLVED 

  

  Business Response

  Date: 08/07/2023

  This has been resolved guests are in the house they wanted. Please close this case.,

  Customer Answer

  Date: 08/07/2023

   
  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,
  
  *************************