ComplaintsforThomas Beach Vacations

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  VERY disappointed with property ******************* we rented and this management group. When we 1st checked into the property, we notcied the cleaning was subpar. There were crumbs on the kitchen counter, dead palmetto bugs on the floor. The next day, we noticed that the water wasn't getting hot for showers. (You literally had to wait at least 20 mins to shower after someone). When I notified the management company, they sent out a handyman who responded to the call and was not able to repair the issue. I had to call their office the following day because no one ever followed up with me. When the plumber finally came out, he was not able to resolve the problem. The plumber informed us that the parts were not available therfore the hot water heater would not be fixed. Having my family, which includes small children to take cold showers and wash dishes with cold water for 4 days, made the stay less than satisfactory. And all Thomas Real Estate could say was sorry. I reached out to them after our stay to voice our dissatisfaction. THOMAS REAL ESTATE did not want to make the situation right, and even LIED about the plumber who never even touched the water to check the temperature. Also, the plumber never saw "15" guest in the property, which is what they are blaming for the COLD water. I have witnesses that heard the plumber say that he COULD NOT fix the water heater. This will be my 1st and last time using any property that they manage. They are not ethical!!

  

  Business response

  01/09/2023

  *************************** also left Thomas Beach Vacations negative reviews on social media sites. Both times, we responded with an apology and stated the plumber informed us the water situation was repaired, but could not handle a large number of guests. Both times, we have asked ****************** to contact our Director of ***** Services. We are willing to provide a refund for the water situation. She has not contacted us and continues to post negative comments. We truly regret her experience and have offered to speak with her.

  Customer response

  01/14/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This not true, not once have you all offer a refund for the water situation. Instead you wanted to point fingers at the customer and quote lies from your so called plumber. The problem was never fixed (I have witnesses that he said that in front of). I reached out to your company before I even went on any social media platform to fix the issue at hand and you all did not want to do anything but blame the customer. I will call the office 1st thing in the morning.

  

  Business response

  01/19/2023

  We have spoken with the guest (as of Jan. 19, 2023) and have come to an agreement on a refund for her stay. In addition, we have offered her a gift certificate toward her next stay with Thomas Beach Vacations. ****************** accepted the terms of the agreement and was pleased with the outcome. We appreciate her patience in coming to this solution and apologize for her experience.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  False Advertisement on the part of Thomas Realtors of *********************************** being a luxury rental, it is so far from the truth! There is absolutely NOTHING luxury about this house, this is a ***** INFESTED kitchen for sure! We Have Plenty ******************** To Share * Lack of Communication From Thomas Realtor Concerning Problems (Insensitive) * ***** Land Behind Home (Not An Attractive View, Disgusting Stinky Smell)* Different Flooring In Every Room * ***** Infestation Kitchen (between the *********************** live roaches inside the *********************** on the counters, floors) UNSANITARY * Stovetop Stop Working * Unreliable Internet Access * Broken/Worn Out/Super Tired/Torn/Extremely Ugly Dated Furniture * Thick Outdoor Rugs In Dinning Area Used As Indoor Area Rugs (Need Dcor Help)* Tacky Billiard Light Fixture In Kitchen (Looks Stupid)* Poor/Dim Lightening Throughout House * ****************** First Floor Due to Lack of Proper Insulation * Air Leaking in ************************* Ran Non-Stop, ************************** * Continue Seeing Several German Roaches of all sizes - in cabinets, drawers, countertops, floor, stove and walls even after pest control sprayed something on Tuesday that was supposed to completely wipe them out * Per Pest Control: Follow-up Thursday - Absolutely No Communication From Thomas Realtors nor Pest ************** No Vacuuming/Normal Cleaning Done Before We Checked In * Unattractive Dated Wall Pictures/Decor * All Bedding Mattress/Pillars/Comforters **************** * Stained Tired Window Curtains * Raggedy Carpet in First Floor Bedroom * Lack Consideration/Concerns As Customers In Their Home Didn't Seem To Be Their Priority Thomas Realtors Only Concerned About Saving Themselves Money (Instead of Delivering High ************************* Manager: **** ******************** (Very Insensitive Owner) NEVER ************ Tell Others: Never Use Thomas Realtors - Ever!!! "Please **********************, It's Not Worth It"

  

  Business response

  01/05/2023

  This guest did encounter issues with the property. She checked in on 12/24/22. She communicated with our ************* rep. multiple times on 12/24/22. The pipes in the unit were frozen due to the weather and she reported bugs. She left messages after-hours regarding the insects. The guest was offered to be relocated or refunded, but she declined. The guest then came into our office on 12/26 wanting to be refunded half the cost of the stay--excessive request for day three of the stay, considering she would not relocate. She was refunded 33% of her total stay on 12/27/22.
  
  There is absolutely no record of this guest speaking with the owner, **** Thomas (which would be a very rare situation), yet she bad-mouths him in her complaint. The statement that there was "no communication from Thomas," is also untrue. We take notes each time we make contact with a guest. She makes no admission of receiving a refund, as well.
  
  

  Customer response

  01/12/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Absolutely, every word I have written about Thomas Realities has been truthful because sadly me and my family experienced it on vacation 12/24/22 -12/31/22 in their rental property. On 12/26/22 **** Thomas came out of an office and talked to my father-in-law for a few minutes before addressing me with that dumb remark about the cold weather killing the roaches. He and his staff know, he said it but will not admit it. ******* father-in-law know exactly who we saw and spoke with and besides his (**** Thomas) picture is on the internet, so there is no mistaken of identity. You can call it rare all you want but it happened on 12/26/22. I am going to call it what it truly is a rude & senseless remark on the part of an owner to customers. Again, it shows the obvious lack of consideration the company has for satisfying customers and fulfilling their needs. Thomas Realtors did not offer me and my family anything decent/similar, comparable or even better than our personal homes that fit the size of my family at that time so therefore it was better to decline to move/relocate to another of their raggedy, outdated properties. Thomas Realtors also offered a refund to leave the same day, but that would have been a huge inconvenience and of course disappointment to some family members arriving that day now I have to tell the go back home after just traveling a long distance to get there. Trust me, if we had time to make other arrangements, we would have gladly left your property that same day because I don't appreciate your nasty uncaring attitude. But because it was holiday week/weekend, those types of plans usually are best made well in advance to best rates but at that time most things were booked up or overpriced you know the business it's the beach.
  However, it's the principle of the matter, I came to your office to try to handle this matter privately, I calmly but openly expressed my utter disappointment in the home and everything about it. According to your website for this address, Thomas Realtor's promises a luxury vacation stay instead it was an unpleasant, horrible, inconvenience experience. For good reason, I requested a full refund on 12/26/22 whether we left or stayed which we mostly definitely deserve! But instead, Thomas Realtor's only refunded us $472.96. That's an insult!
  No family should spend their vacation fighting off roaches on their belongings whether it's on a countertop or in a refrigerator or freezer.
  It's absolutely DISGUSTING & UNSANITARY!!!!
  ******************** for Thomas Realtor properties still had my cell info from before, he called me Tuesday Jan 3rd asking if it was ok to come to the home because he was told we were still having a problem with roaches in the kitchen.
  The only way he could be told is by Thomas Realtors, so they admitted it to pest control guy, they have "roaches" but not in their write up on this BBB report they call them bugs or insects, stop playing games here. Neither of them should be inside your properties if you want to be technical about it but most definitely should not have ROACHES, Shame On Thomas Realtors!!!
  

  

  Business response

  01/16/2023

  I do apologize if you spoke with Mr. ********************--if he happened to come out of his office. We truly are an honest, family-run company that has been in business for over ********************************************** our system when speaking with guests--of course, there is room for human error. We work very hard to satisfy our guests. If you would like to speak with our Director of ***** Services, please call *************************** at **************. I see no purpose in continuing to comment back and forth.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our stay on 8/13/22 to 8/20/22wasvery disappointing. From the time we pulled upi. No railing at neither doorway at the front to help get inside. Very poor cleaning done to the inside. Cook stove still had old food under the burners. Mix match sheets, flat and soil pillows on the beds. Dog poops and cigarettes butts in the yard. Doorway scrape , doormats falling apart. Paneling on wall especially by the beds dusty. We decided since we were there just to go ahead and clean and to report what we seen and done when we checked out. My daughter and son went in with a note from me to report what condition the house was in and what we done they found the staff very unconcerned. Also when I tried to fill out the survey concerning our stay I. found someone had already fill it out and marked excellent for everything. I tried to fill it out 4 times to put my own answers and remarks and each time I went back an checked the answers was changed back to excellent. We stay at 1305. South Ocean Boulevard , North Myrtle Beach, South Carolina. I did report the Survey fill out to the Office Staff. Said she would call me backl, She was going to get to the bottom of this 2 days ago. Still no response.. Call back couple of times. Went to the answer machine.

  

  Business response

  10/27/2022

  Business Response /* (1000, 5, 2022/09/01) */ Our Director of Guest Services Rosalind S**** has made several attempts to speak with Ms. ****** and left voicemail messages. We have put an excessive amount of time into researching her accusation about her survey. First and most importantly, the survey automatically goes to a guest with EXCELLENTS already in place/filled in (through an automated system). The guest has the capability to change the ratings from excellent. We did not fill in and rate the answers EXCELLENT; the system sends the form in that state. She apparently is not trying to change the answers. We thought of sending her another survey yesterday, but were afraid she'd see the same issuepre-filled EXCELLENTSand become angry. Secondly, this survey does not post anywhere for public exposure. It is not put on our website or any other social media platform. Therefore, the ratings are strictly confidential and for the purposes of Thomas Beach Vacations and our owners to improve our processes and services. In addition, had Ms. ****** made us aware during her stay that she had problems with the property, we would have addressed those issues while she was there. She did not give us that opportunity. To give you an idea of the importance of an accusation of this type to our company: A guest service rep has spoken a couple of times with Ms. ******, our Guest Service Director has left several messages, our Marketing Director has researched all social media looking for a post Ms. ****** said we changed (she was not clear where it was. We asked for a screenshot and never received it.), our IT Director did extensive research to find out how a survey could have been possibly been altered. This IT Director realized the survey goes to guests with the answers filled in as EXCELLENT. Hours have been spent trying to handle this issue as we are an honest, ethical company. We take pride in that and we value good customer service. Ms. ****** has not been rational in working/listening to us or explaining her issue. We truly regret having a guest upset and do everything we can to rectify the situation.

• Initial Complaint

  09/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  >4/12/21 & 7/7/21 >1,550.37&$1,550.37 totaling $3,100.74 >"Thomas Beach Vacations is committed to the highest standards of quality and excellence. The safety and health of our guests, owners, and employees are our priority". >We rented 1504 Ocean Bay in North Myrtle Beach from 7/31/21 - 8/7/21. On Wednesday 8/4/21, 4 days into our short-term vacation rental, my daughter noticed small red bumps all over her body. Upon investigation we found at least two dozen bedbugs in box spring.We immediately called the emergency number provided in our tenant manual in the unit around 9 pm. We were told by an operator that maintenance would be out either the night of 8/4 or morning of 8/5. Exterminator came out on 8/5 and confirmed bedbug infestation. My daughter required several trips to urgent care for allergic reaction. We were not offered any refund, or any comparable accommodations. >Several attempts have been made to contact Thomas Vacation by email and phone, no responses to either. >XXXXXX

  

  Business response

  12/06/2021

  Business Response /* (1000, 5, 2021/09/24) */ Guest called about bites on 8/4 at 9:29pm. Due to protocol to avoid further contamination, we were not able to offer to move them to another location that night. We did contact them the next morning to begin the process to heat treat their clothing/possessions and try to find and alternative property. We had one property open which the guests chose not to take as it did not have an elevator. Also, the guests refused to depart from the property prior to their departure date. Information regarding the guest's request for full refund and reimbursement for medical expenses not covered by insurance was forwarded to the Vice President of Thomas Beach Vacations. Below is a log of reservation notes: 08/12/21 07:04pmRosalind S**** Reason to Close: answered Open08/12/21 07:04pmRosalind S**** Emailed guest that we did not have any updates to give her. Did give her TS contact info Open08/11/21 04:43pmLaura C********08/12/2021 05:00 AM***Roz***, guest would like you to call her 8/12 in re: of BB situation. Says she has been waiting for a call back? answeredClosed08/07/21 08:23pmRosalind S**** Reason to Close: new note Open08/07/21 03:15pmRosalind S**** Spoke with guest today. Asked her to forward the additional information to me and that i would send to the VPs. Open08/06/21 12:42pmLesa S****** Guest called real voice to say that they are getting bit, the guest knows why they are getting bit. They refused to vacate. Open08/05/21 05:07pmRosalind S**** Guest refuses to vacate. Open08/05/21 02:51pmLesa S******08/07/2021 12:00 PMGuests son called and said that he doesn't understand what is going on, I explained that they had BB'S in at least two of the bedrooms we had to get there stuff and get it heat treated. He said there was just one bedroom with the bed bugs. Guest refusing to leave so we can have the property treated for Friday. Have not made any adjustments to the reservation. new noteClosed08/05/21 02:48pmLesa S****** Condo tested positive for BB, I called guest to let her know what was going on and that we needed to take them black bags have them bag their stuff up so that we can treat it with heat. Open08/05/21 02:47pmLesa S****** Guest says that her daughter has been getting bitten since Tuesday, what were we going to do about that? The guest just made us aware last night that they were getting bitten or that she was, we did not know that she was getting bitten. Her daughter had to go to urgent care because she was bitten so many times. Open08/05/21 02:29pmLesa S****** Called guest to let her know that the condo tested positive for bed bugs, I called guest to let her know that we would be bringing black trash bags down to the unit, for them to please put all of there items in the bag and we would heat treat the items, she said that she would have to talk with her group and see if that is what they wanted to do. Open08/05/21 09:36amKasie L****** Check For Bed Bugs. Work order was in already. They are going to check it out. Open 08/04/21 09:29pmRealVoice Ashley M******* 8/4...guest called and said there are bed bugs in the twin bed...am Closed 04/13/21 02:56pmLaura M** called to confirm No Lins No V/I Famvaca Open Consumer Response /* (3000, 7, 2021/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Response from Thomas Beach Vacations simply provides an activity summary of the events that occurred during our stay. No reasonable accommodations were presented which left us stranded in a bedbug infested condo. Being that we are from Pennsylvania and most of us flew to Myrtle Beach we could not just simply pack up and leave, "refusal to depart from the property prior to departure date" was the only option we had because Thomas Beach Vacation did not provide reasonable accommodations for our family. Being that Thomas Beach Vacations had additional reservations scheduled for the condo in the near future, Thomas Beach Vacations attempted to force my family to vacate the premises without providing reasonable accommodations so unit could be exterminated for next tenant. Activity Report states on 8/7/21 Rosalind took additional information that would be forwarded to the VP. We have reached out to Thomas Beach Vacations Vice President, Teddy S****, on numerous occasions via email, phone, leaving detailed voice messages and have received no response in regards to compensation for our vacation that was ruined by severe bedbug infestation. At this point (9/27), its safe to say that VP Teddy S**** has been ignoring us which is cruel being that our daughter suffered an allergic reaction from the bites we resulted in urgent care trips.This is a matter of human decency. Business Response /* (4000, 9, 2021/10/07) */ Our Vice President, Teddy S****, has contacted the guest and left a message to try and speak with this person. Consumer Response /* (4200, 11, 2021/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) My family and I have all checked our phones, we have no record of calls from VP Teddy S**** and we have no voice messages from VP Teddy S****. Months after our stay in Myrtle Beach we continue to wait for a response from VP Teddy S**** who has ignored our inquires. Business Response /* (4000, 13, 2021/10/14) */ As of Oct. 14th, Mr. ***** has spoken with the guest and refunded all of the fee income to help with some of the concerns of the guest. Part of the reason for the intensity of the bites was due to the fact the guest would not vacate the property for treatment and stayed while aware the bed bugs were present. This obviously exasperated the effects of the situation. Thomas Beach Vacations truly regrets this incident.

*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. ↩