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:07/30/2024

  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 reserved the Sandollar for the week of 07/13-07/20/2024. There were so many problems with the house , luckily we took pictures to document them. A broken toilet seat and shower head, bugs, caked on dust on exhaust fans and pool, deck furniture that couldve been found at ***********. This house needed a deep cleaning badly. The upstairs thermostat was being controlled remotely, and the temperature raised, apparently by the homeowners. The rugs throughout had crumbs on the carpets and apparently werent vacuumed. When we pay as much as we did, over 13K, we expect to have a clean place and half decent furniture. This is our 3rd stay at this house and it is our last.

• Initial Complaint

  Date:04/22/2024

  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.

  ** Feb 14, 2024 we reserved a condo thru Surfside Realty. ** Feb 16, we confirmed the res. ** Feb 22, they charged us the deposit/first payment of $437.08. The confirmation had details, but no link to the pics of the condo. My wife and I work M-F the same hours as Surfside Realty's office hours. ** Friday, April 5, I was able to contact their office and get a link to the condo page with pics. I knew immediately that something was wrong. The condo they put us in was not the one we reserved. It was on a different floor, the balcony furniture was different, there were bunk beds instead of a daybed in the living room, and there was no in-unit washer/dryer, which is always a requirement for us. I notified Surfside Realty and they basically refused to help. Their cancellation policy states that for a full refund, guests must cancel within 24 hours of booking, which is incredibly unreasonable since we didn't even get a confirmation for 2 days and were unable to contact the office for several days. Granted, I probably could've been more persistent in contacting them, but I had no reasonable reason to think anything was wrong until I got the pictures. I told them I understood that it could've been a human or computer error, but that was not the unit we reserved. They still refused to help. They're saying the only way we can be refunded is if it's rebooked and then minus 20%. I feel duped and taken advantage of. We canceled the reservation and made arrangements elsewhere. I feel that since it was an error on their part, not ours, that we should receive a full refund of $437.08. Nothing less is acceptable. We have done business with their competitor for over 30 years, but we decided to give them a try because we really liked the condo we reserved. To have it changed without our knowledge or approval is very disappointing and unacceptable. I was going to include a transcript of our correspondence with Surfside Realty, but it has conveniently been deleted.

• Initial Complaint

  Date:01/08/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 22, 2023 we signed a contract with Surfside Realty to rent Irish Riviera for the week of July 4, ****, and timely paid our deposit. On January 5, **** (two and a half months later), we received an email from Surfside Realty stating that the owners wanted to use the house for that week and that our reservation was cancelled. This was despite the fact that the eight weeks before and the two weeks after are not rented. Surfside Realty said that their system for some reason did not block off that week for the owners.Surfside Realty offered only to book another rental (with very slim *********** available) or refund our deposit. We rented the house so that we and our two childrens families could be together for my 70th birthday. Our good friends also rented the house next door with their two childrens families. Now, nine children under the age of eight (and their eight parents who are all good friends) will not be able to vacation together. As soon as we received the email, we phoned Surfside Realty many times, but no one there had the decency to call us back. Isnt the owner bound by the actions of its agent, and cant just decide to walk away from an agreement? The owners hired Surfside Realty, and should be liable for Surfside Realtys errors.

• Initial Complaint

  Date:08/16/2023

  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.

  Our beach house 3rd floor rooms were unusable for sleeping. There was supposed to be air conditioning up there but they have a lawsuit against the builder due to not being built correctly and when having both air conditioners running it blows a fuse. We called to have this fixed as we had 18 people in this beach house and needed the bedrooms. There was ac units put in each room with an extension cord running across the room down the hall and across the stairs. Due the ac needing to be vented out the windows the windows were half open on the 3rd floor and an extension cord cord run across the steps and due to these 2 things the kids were not able to sleep upstairs safely. The kids had to sleep downstairs in our beds. So we had bedrooms we paif for that were not able to be used. This issue was never resolved and we reached out just about everyday of vacation. On the last day one of the children fell while playing upstairs on the cord. We did not have fans on our porches like we are supposed to. We were charged $9806 for this rental. They do have a law suit out against the contract of this house and are still renting out the house and not telling anyone about the issues. We were offered half a refund for all the troubles we have had. we were only issued a refund of $3654. I have called, sent emails and no no one will return my call to address this issue. They know about this issue and continue to rent the house out.

• Initial Complaint

  Date:08/04/2022

  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.

  We Rented a vacation home from surfside Reality from July 23-30 on 11 N Dogwood drive Surfside SC. It was under my daughter ****** ****** name. We shared the cost which was $3000.The selling point that was promised was a excellent Ocean view plus 1 block from the beach. When we arrived we found a very dirty bug infested entrance way. We proceeded to the 3rd floor master bedroom only to find a note on our promised "Ocean view balcony" door " DO NOT OPEN DOOR UNDER REPAIR" Well there goes the selling point that we traveled ^40 miles from Nj for a Ocean view . My daughter is 100pounds and climbed out of the window to see the view . I couldn't' do that. Here' the problem. We immediately called surfside to report the problem and was told its a weekend but a work order would be filed That night we decide to go swimming the pool was infested with Bugs and NO SKIMMER we had to go to Wal Mart to buy a skimmer at 11pm. We called again on Sunday July 24th 2X and was told the same thing and Im SO sorry .We received no txt ,email or call back we woke up Monday and found we had no basket for the coffee pot and had to go back to Wal Mart to buy a coffee pot again all on Us. we then wanted to have breakfast where our stove was cover with tin foil and so fitly it was degusting. I then realized the dishes (chips) and utensils, floors needed to be washed all very dirty. We rented a grill from surfside and had a rusted out grill brush we didn't use .Im a chef by trade and If this was my kitchen it wouldn't pass any inspections. We had no Iron even though there's was a iron board .On Monday morning we drove to Surfside Reality and spoke to a very nice receptionist that said all the right things. She said No work order was placed ..We were lied to again. She said she would place the work order and someone would be in touch and comes out to fix our door. Ok we figure maybe they would stop by with a coffee pot and iron and skimmer. They Just dont care. Nobody every showed up.

  Business Response

  Date: 10/27/2022

  Consumer Response /* (2000, 10, 2022/08/16) */ We have heard from Surfside reality . They sent a apology letter to my Daughter( ****** ****** who's name was on the contract along with a $250 check. We feel that the problems we had have been ongoing with surfside reality and sending us $250 is a lot cheaper then fixing the problems in their houses. We excepted the money and will enjoy a extended family vacation dinner soon. Thank you so much for all your help with our case. We learned a hard lesson to check the BBB page before we rent the next time

• Initial Complaint

  Date:06/20/2022

  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 April 14, 2022 I called Surfside Realty, Surfside Beach SC to make a reservation for a condo for Sept. 2022. As I asked questions I became concerned about their cancellation policy and asked the girl not to complete the transaction until I had time to discuss these policies with my husband. Their policy states that cancellation within 24 hrs will not incur charges, and it was not to have been confirmed until the next day anyway. After we talked, my husband and I decided not to go through with the reservations. I called at opening the next day to make sure this reservation did not go through. Unfortunately, I was told that it had gone through, but they would cancel the reservation immediately. I received a cancellation notice by email that day. However, when my credit card bill came the first of May, the charge for $728.78 was on my card. I called Surfside, and on the phone I was assured that it was their mistake, and they would reimburse my credit card. My June bill came. The charge was still there, and I had to pay a $17 late fee for not paying that part of the bill. I called Surfside again on June 7th This time accounting assured me that she was immediately crediting my credit card, and I received an email confirmation that as of June 7th my credit card was credited. As of today, June 15th, the charge continues to be on my credit card statement, and I will again be charged a late fee as I do not intend to pay this part of my bill. I need to get Surfside Realty to repay this amount to my credit card immediately, and I need confirmation through my credit card that this charge has been repaid. I also want Surfside to pay the $17 late fee from May 2022, and any additional late fees that may be incurred because they are not following through. Thank you.

  Business Response

  Date: 08/01/2022

  Consumer Response /* (2000, 5, 2022/06/21) */ My complaint was finally settled by Surfside Realty when they deposited the disputed amount back to my credit card on June 15th. I appreciate your willingness to assist me in this matter, and am grateful that it has been resolved.

• Initial Complaint

  Date:06/08/2022

  Type:Billing 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.

  Was charged an extra $1000 by the company and no explanation was given. Have spent the past 2 days trying to get ahold of someone for an explanation, but get sent around the office and have not spoken to the "right person" regarding the charge.

  Business Response

  Date: 08/04/2022

  Business Response /* (1000, 8, 2022/06/23) */ Our company charged this guest $1000.00 for damages that occurred when underage children were allowed to stay at property without adult supervision. The initially credit has been applied back to card on file when the consumer produced a check of $500.00 for damages. Our company considers this matter resolved and closed.