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:10/22/2024

  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.

  We stayed from 10/5-10/12 in *********** *****”. The house hadn’t been cleaned when we arrived… beds slept in, dirty dishes in sink, food in the fridge and microwave. Vent covers and screws laying on the bathroom floor. We called as soon as we arrive (Saturday), waited 2 hours for housekeeping, and another 2 hours for them to clean. Fine. Then we discovered the ants. There were THOUSANDS. Couldn’t use the island or and entire side of the living room, so lost 6 seats. Called again. They said they’d send terro and notify pest control (Monday). Also realized master bath toilet was broken. Handyman arrived with terro in hand to look at toilet on Tuesday afternoon. Couldn’t fix toilet, said he’d refer to plumber, plumber never showed. See below for how well the terro worked ?? Pest control showed up on Wednesday, but said not to expect any improvement until Friday morning (we leave Saturday morning). Also in this time, we discovered another shower didn’t work and various other issues in the house. This house needs serious work and is in no condition to be rented. We stayed because we knew we wouldn’t get all of our money back. Again, these issues were communicated as soon as they were discovered. However, it shouldn’t be MY job to inspect a house to discover issues. Our vacation was ruined and all the would give us was a **** cleaning fee. Siebert does subpar work and hides behind their lease and doesn’t care one bit about customer satisfaction or service. Lease states house will be ready upon arrival, this obviously was breeched, but they are so quick to stick to the lease when requesting compensation for a ruined vacation.

  Business Response

  Date: 10/22/2024

  
  Our cleaning team and maintenance technicians came the day of your call and addressed all that you reported each time. In your email today you did mention that if you did not receive the amount you thought was fair that you would leave negative reviews on social media and all platforms, so we anticipated this coming. As a company with immense integrity, we treat all of our guests and owners fair and yes, the lease comes in to play. Giving someone more who threatens to disparage us unless their demands are met is not something we would do and does not align with our core values. *** ******* ***

• Initial Complaint

  Date:07/21/2024

  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.

  I booked rental home Tiki through Siebert realty for week of June 29-July 6. On June 27 I was notified via email and phone by Siebert that the air conditioning in the home was not working. I was offered to choose another rental home, cancel completely or receive a discount of *** of the rental fee per day (24 hour period) of outage. I agreed to keep the reservation for Tiki with the discount. Two weeks after checkout when I had not received a refund I contacted *** ****** (my previous point of contact). In the conversation she informed me that the discount had to be submitted in writing to her for approval by the owner of Tiki. Discount was denied. A **** “good faith” credit was then given. Rental fee was *****. AC was out for 6 of the seven days of the rental for total discount of close to *****. Prior to deciding to remain in Tiki, I was not told that discount was subject to approval of owner or that denial was possible.

  Business Response

  Date: 07/22/2024

  This guest was told about a potential refund if the entire home did not have AC- The middle floor did not but we provided portable AC units. She had already received a *** discount. The owner believed that because she received a *** discount at the time of renting and the house had AC on each level and portable units on the middle floor that he had done all that was needed. Because the guest still pursued a refund, we as a company made a decision to give back **** as a gesture of good will-This amount is what we would have given for 1 level without AC for the number of days the home was affected. IF we could not provide supplemental AC, which we did.

  It seems that the guest now believes she should be refunded in full. She had use of the entire home, all bedrooms, bathrooms, swimming pool and proximity to the bay and ocean for 7 full days. This does not come free.

  Customer Answer

  Date: 07/22/2024

  The response from Siebert misrepresented my intentions suggesting I’m requesting a FULL refund which I am not.  I attached receipt only for purpose of showing the rental price.  I explicitly asked only for what I was told I would be getting which is *** off daily rental fee for day of AC outage.  The validity of their argument regarding already having benefited from a *** discount is questionable but what is not questionable is that they have not kept their word.  

   

• Initial Complaint

  Date:07/11/2023

  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.

  This is the email (with minor edits) that I sent to Siebert Realty about our stay at ****** ******* July 1-8, 2023.: My family and I have been coming to Sandbridge for the last few years, and we have always chosen Siebert Realty for our beach home stays. We had one negative experience with housekeeping when we stayed at **** ***** a few years ago, but that was corrected by the time we stayed there the following year. I'm guessing that is because I notified the owner of our experience. She told me she was meeting with Siebert soon after I contacted her. This year's experience at ****** ******* has been terrible in comparison to **** *****, and I do not have the owners' contact information, so I cannot let them know. Therefore, I am writing to you and hoping you can rectify things for me. This year I decided to splurge and spend more on a house. Originally, we were supposed to stay at ********* but the owner backed out and ****** ******* was offered as an alternative. I was disappointed, but accepted the change. Apparently paying several thousand dollars more for a beach home was not a factor in the quality of housekeeping or maintenance. The following were the issues we found with ****** *******. Some of these were reported on Sunday, and others were found later and reported on Weds to *******).: -screen on screened in porch was torn (maintenance took pictures, but did not repair) -broken door handle on screen door on porch (maintenance took pictures, but did not repair) -discovered today (Weds)- rigged door hook on screened in porch door (not reported) -pool liner on the bottom of the pool appears to be torn or creased (not addressed by anyone) -downstairs comforter and sham and towel had stains-blood? Fecal? (showed housekeeping) -washing machine had strong smell of mold, and the gasket had a lot of mold on it (Siebert maintenance cleaned it, and repairman ran it through a cleaning cycle) -the dishes in the kitchen cabinets were dirty, (we had to wash everything prior to using them) -cooking spills on the kitchen cabinets (we cleaned them) -deck cushions were moldy (maintenance took pictures and left them there) -pool cabana looked like it had not been cleaned in a very long time (housekeeping cleaned it Weds) -pool furniture was rusted through and looks like it would break if someone sat on it.(maintenance took pictures, and housekeeping moved one of the more rusted chairs away from the pool) -pool area had cheap toys on the side of the pool so it appeared the area had not been cleaned (showed housekeeping, and they removed them and organized the furniture) -white fabric living room furniture has visible stains and dirt (showed housekeeping knowing they could not do anything) -the master bath floor vent is filthy (showed housekeeping, but asked them not to come in to clean since it was Weds and they would make family feel uncomfortable) -kitchen towels were not left for us to use (we used bath towels/wash cloths/paper towels) -furniture and lamps throughout the house were very dusty (showed housekeeping, but asked them not to come in to clean since it was Weds and made family uncomfortable) -the narrow stairway leading from the first to second floor is unsafe due to the chairlift (owner should be informed) -thick layer of sand covered the area from the pool to the outdoor shower (we swept and washed most of it away, told housekeeping) -outside door mats were covered in sand (told housekeeping/we cleaned most of them) -a bag of ********* was found on the floor of the screened in porch (gave to housekeeping) The last straw was when my daughter found the bag of ********* on the screened in porch Tuesday. I have adolescents staying with me, and I do not like the idea that one of them could have found these illegal drugs. It was a very worrisome experience. My daughter said that it was obviously "very old weed that has been there for months." When I first called Siebert to report the issues we found the day after we arrived, I was told someone would be out to take care of everything. A maintenance woman in a Siebert truck came out the next day and took pictures of the ripped screen and rusted-through pool furniture. She did not know about the issues with the washing machine mold, but she tried to clean it as best as she could. Later, an appliance repairman came to work on the washing machine. He said that it needed to go through the cleaning cycle as instructed in the owner's manual. Isn't that something housekeeping should do on a regular basis? It was obvious that it had not been taken care of in a very long time. Housekeeping did not come to rectify any of their issues until my second call on Weds. When I talked to ******* on Wednesday about the ********* and the fact that housekeeping never came after my Sunday report, she seemed to blame me for not reporting the issues in a timely manner. I informed her that I DID report the majority of the issues the day after we arrived. There were additional issues found after that call (dust and sand). Then the ********* was discovered Tuesday after offices were closed, so I called about that on Weds. When I asked ******* for some type of compensation for our negative experience, I was only repeatedly told that a cleaning crew could be sent to make things right. This was on Wednesday and we were leaving Saturday morning. The cleaning should have been done correctly prior to our arrival. Isn't the whole point of the 4:00 pm check-in time and 10:00 am check-out time to give housekeeping time to take care of the cleaning? It appears that the only cleaning that was done was vacuuming, new trash bags, bathroom cleaning and bed linen changes, although not all beds had clean linens. Today (Weds) the cleaning crew arrived shortly after I spoke with *******, and I showed them everything. They started working on the cabana, and I left them to let my family know they were planning to come in the house to clean. My family felt uncomfortable about them cleaning while we were all here, so I asked the cleaning crew to leave after they cleaned the cabana. They did a nice job on the cabana, and they neatly arranged the pool furniture so that it was not as haphazardly arranged as it was when we got here. The one chair that was almost completely rusted through was moved away from the pool area and placed against the fence. The other rusted furniture is still there, but it is not as dangerous as the one they moved away. They also got rid of the little dollar store pool toys that were left by the pool. All of the work that they did in a short amount of time should have been completed before we arrived along with the other items listed. Sending housekeeping midway through our stay is not an appropriate solution to all of the issues we encountered considering I spent close to ******* ** ****** *******. It is not unreasonable for me to request compensation for at least the housekeeping fees, since many of the issues we found were due to a lack of professionalism in that department. I am extremely disappointed in the way this has all been handled, and it has left a very bad taste in my mouth about your realty agency. I am not planning to ever use Siebert Realty again, and I plan to let anyone and everyone know that they should stay away from Siebert Realty. Here is the response I got from Siebert management: I am so sorry that you have not had the experience you had hoped for. The owners come to their house often so I am sure they are aware of its condition. I will also forward them this email. I am saddened to hear you wont be using Siebert Realty again but hope you can still come to Sandbridge and enjoy all it has to offer.

  Business Response

  Date: 07/12/2023

   

  The home was inspected and found to be as advertised. The lease states no refunds will be given for any reason including guest satisfaction. I understand that the guest wants money back but most concerns were addressed. There is no refund forthcoming.

  Customer Answer

  Date: 07/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Based on Siebert’s response concerning inspection of the property, not only did housekeeping not do their job, the inspector also failed to do his/her job since he/she missed all of the listed problems prior to our arrival, especially the bag of ********* on the floor of the screened-in porch.  Interestingly, the lease does not specifically mention the word “clean.” I wonder why? It does say that the property will be “prepared” and “ready.” I believe any reasonable person would agree that ****** ******* was NOT prepared or ready before our arrival based on the issues we had. Anyone who pays nearly ******* for a rental property would not expect to do half the cleaning on their vacation that should have been completed by Siebert prior to their stay.

  Concerns that were addressed by Siebert: 
  -Repairman cleaned the washing machine.
  -One rusted chair was moved away from the pool on Weds.
  -Cabana and pool area was cleaned and organized on Weds. 
  -********* was given to housekeeping on Weds.
  -Pictures were taken of the torn screen, moldy outdoor furniture cushions and rusted furniture, but none of these things (except for the one chair) were rectified.

  Concerns addressed by us:
  -we washed dishes
  -we wiped down kitchen cabinets
  -we used bath towels in kitchen
  -we cleaned thick layer of sand from shower to pool
  -we cleaned heavy sand off outdoor floor mats
  -we flipped moldy deck furniture cushions over to non-moldy side
  -we changed comforter and pillow shams in downstairs bedroom after washing them
  -we put linens on top bunk in downstairs bedroom
  -we picked up the bag of ********* off the floor of screened in porch to give to housekeeping
  

  Here are my responses to Items in the Lease:

  “6. ARRIVAL – CHECK-IN TIME IS AFTER 4:00PM. Please plan your check-in day accordingly for arrival after 4:00PM. We must have until that time to prepare all rental properties for the next check-in. Every effort is made to ensure all units will be ready by 4:00PM; however, in some cases it may be necessary to delay check-in until the unit is completely ready (there are no rebates for late occupancy). Arrival at the property means - you’re “ON VACATION”! ENJOY!”
  
      The house was not “prepared” and it was not “ready” for us when we arrived. The cabana, pool area and outside shower area had not been cleaned or straightened. Pool furniture was rusted and unsafe. Lamps, furniture and floors under furniture inside the house were very dusty/dirty, linens downstairs were stained, dishes had not been cleaned, and kitchen cabinet doors had not been cleaned. The floor air vent in the master bedroom was extremely dirty (I wiped it with toilet paper to make sure it was actually dirt and not rust. It was dirt.). ********* was found on the floor of the screened in porch. The fact that we had to clean most of these things that were not “ready” did not feel like we were “on vacation!” In fact, the kids in our family said they don’t want to go to the beach next year because this house was “so bad.”
  

  “8. LINENS - ALL GUEST RESERVATIONS INCLUDE LINENS WITH BEDS MADE – Complimentary Linens with beds made are provided for all taxable guest reservations. In addition, towel sets for the total unit limit (bath towel, hand towel and wash cloth), a Kitchen towel set (2 towels), and a Bathmat for each Full Bath are provided. Rental properties do not include soap, trash bags, or paper products. There are pillows and bedspreads on all beds.” 
  
    Kitchen towels (requested on first report) and bathmats (not mentioned in complaint) were never provided. Top bunk downstairs was not made (not mentioned in complaint). Downstairs bedspread and sham were stained with something that looked like blood or fecal matter.

  “14. MAINTENANCE - All equipment in each property should be in working order. Please report any inoperative equipment to our office promptly! We will make every effort to have repairs made as soon as possible. Owner and Agent shall have the right to inspect and make repairs to the property during the rental period. Guest is prohibited from making any alterations to the property whatsoever and from bringing additional appliances or other personal items to the property that might damage the property or cause excessive use of utilities, without prior written consent of the Agent or Owner. Guest agrees to pay promptly for any unnecessary maintenance calls, excessive use of utilities, or damage caused by unauthorized items at the property. Excessive use of utilities is defined as more than one and one-half times the average cost for the utility in question of the subject property for the quarter of the year the rental takes place. Guest shall notify Agent immediately of any fire or other casualty that occurs on the property.”
  

     The mold in the washing machine was taken care of by the repairman who said that it should have been put through a cleaning cycle on a regular basis as stated in the owner’s manual. There was so much strong smelling mold that it was very obvious this cleaning had not been completed by anyone in a very long time.
  

  It appears that Siebert is unwilling to compensate me in any way for the poor housekeeping, so I will continue to follow through with negative reviews, and we will never stay at a Siebert property again.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:09/19/2022

  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.

  The issue is regarding lease #:XXXXXXX. Unit ******* When our family arrived at the site we observed unsatisfactory living conductions. For example, the central air unit was not working. The thermostat reading was between 76 and 80 degrees. Several hvac registers from the ceiling observed large amounts of dust, mold and unsanitary debris coming from the vents. The majority of the house was observed dirty. For example, the baseboard trim in several areas of the house was found in leaned due to lack of cleaning. Several pieces of furniture and carpets were observed to be stained. One area of the carpet was torn and a tripping hazard. The carpet at pins sticking up that maintenance needed to beat back into place to avoid potentially poking someone's feet. The drain in the sink for the garbage disposal would not drain and was observed to be backed up. Overall, has a renter we were not happy with the room. We contacted the office and asked for a new room. We were told nothing was available unless we wanted to pay more money to upgrade. They did offer cleaning and maintenance work. Cleaning services did arrive to perform cleaning. When maintenance arrived they took digital temperature readings from the ceiling registers. He stated it was 82 degrees. He noticed me to increase the temperature on the thermostat to approximately 75 or 77 degrees to allow the system to unthaw. He notified us to call back on later on the day if the temperature doesn't drop. When we called back later we were told no reimbursement was available due to the fact we already got the lease at a low price. They would send another maintenance tech out then. When he arrived he stated it's way to hot and we have a mobile cooling unit we can bring to your room. We spent the entire first night and 2 days with these conditions. The manager doesn't seem to want to get our issue resolved. We have to call in numerous times and make several trips to the office building to file our complaints.

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/27) */ This guest was compensated for the issues that they had with AC. I think this may have been filed prior to the refund.

• Initial Complaint

  Date:09/17/2022

  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.

  ************** vacation house was rented for the publicly listed working elevator for our disabled, handicapped father who cannot ambulate stairs without assistance. Upon our arrival to the property, the elevator was malfunctioning and not in working order. We called ******* Realty immediately to inform them of the issue. We were informed by their Emergency Line that a maintenance worker would come to fix a "broken lock" and there was a work order already in place from the week prior. After numerous complaints, the elevator was not fixed by their technicians until Friday, 9/2/22, the night before our departure back home. Additionally, the elevator STILL did not function properly as you were able to open the doors with the elevator being on a completely different floor. This is itself if LIFE THREATENING! We asked for financial compensation which was denied and the manager *** ****** had the audacity to accuse us of "tampering" with the elevator even though they had a wok order already in place for it's maintenance prior to our arrival. We are still asking for financial compensation as we were promised a service and that service was never provided.

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/27) */ The elevator stopped working and the technician we sent out explained that the guest told them they reset the breakers and this was a part of the issue. I did not accuse the guest of anything .I reported to them what the elevator technician submitted to us in the work order. The Owner was asked if he would provide compensation to the guest and he declined. It is not my decision on whether compensation is given. The lease is between the owner and the guest. Consumer Response /* (3000, 7, 2022/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Per ******* Realty's response, "The technician we sent out explained that the guest told them they reset the breakers and this was a part of the issue. I did not accuse the guest of anything" is laughable. Kindly note the attached screen shot where the GM *** ****** clearly states the "elevator was tampered with by someone in your group". Additionally, the technician ALSO reset the breakers as it is the equivalent of the power going out. At no point in time was it mentioned that resetting the breakers was "part of the issue". Again, this is new insight that ******* Realty conveniently discloses after the fact. Lastly, the owner declined compensation based off of ******* Realty's description that the elevator was "tampered with" by our party, an accusation that is patently false. Once again, the elevator was not in functioning order prior to our arrival at the property, and it was duly reported to ******* Realty the moment we arrived.

• Initial Complaint

  Date:09/04/2022

  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.

  I rented Ebb Tide, a beachfront property, from ******* Realty for July 1623, 2022, for ********** On Tuesday of that week (7/19), we did laundry using the washing machine provided in the garage of the property. When we returned to the garage to put the laundry in the dryer, the garage was flooded with water and feces. The odor was evident inside the house, although we left the garage door open. we suffered through the day with the odor and slow plumbing. My son stayed at the house on 7/20 to direct the **** ****** service (who arrived at 3:40 pm) sent by ******* to address the problem. The rest of us, including a 14-month-old baby, left the house all day to stay with relatives or drive around *********** After the plumbing was unclogged, the serviceperson said it was not his job to clean up the feces. I contacted ******* again, who sent someone to clean the feces on 7/21. The odor remained. *** ****** at ******* recommended I request ****** (two days' rent) from the owner for the lost days of vacation time, which she felt was fair. She claimed ******* had no responsibility in the matter. When I had not heard about compensation by 7/27, I asked Kat to give the owner my contact information. She refused to do so, and said the owner would only reimburse me ***** reiterating that ******* had no liability. I said that **** was unacceptable. On 7/28 a deposit of **** was made to my checking account. I have not been compensated fairly for the loss of two days of my vacation, the only family vacation of the year.

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 8, 2022/09/16) */ There was a leak in the garage that was taken care of as quickly as possible. The guest asked for ****** I did not recommend she ask for any amount since our lease states no refunds will be given. The owner authorized the amount above as a gesture of good will. Consumer Response /* (3000, 10, 2022/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The cost of the rental per day was ********** IN telephone conversation on 7/22/22, Kat, the operations manager, agreed to ask the owner for ****** in compensation, which she said she thought was reasonable. The **** was automatically deposited in my bank account. I told *** in telephone conversation on 7/27/22 that the **** amount was not acceptable. I asked for contact information for the owner since ******* claimed no responsibility. When *** refused, I asked her to give my contact information to the owner. She refused. *** was adamant that the matter was closed. No one called me. Consumer Response /* (3000, 13, 2022/09/20) */ The "leak" that ******* stated was actually a backup of raw sewage. This created an unhealthy situation for our family, including a 15-month-old baby. The stench and display of sewage was much more than a "leak."

• Initial Complaint

  Date:08/30/2022

  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.

  On August 29th 2022 I put in for a rental with ******* reality for July 1st - July 15th 2023. They sent me back a lease for the total price of ******** I signed the lease. August 30th 2022 I got a call from them stating that there prices are wrong and were never listed on the website. I told the representative that the prices are listed on the site and I signed it. I told her I had a screenshot of the lease. She told me that it doesn't matter if I have a screenshot. She told me then to check the lease now on the site. Which I did and they took off the original price. The manager was very rude, called me by my wrong name and was just hostile right away. She informed this conversation is going to end and no matter what I say I'm wrong. This was an error on there end with false advertising and they changed the price online as soon as we got off the phone with them.

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/08) */ This person made a reservation request for a home that had pending rates. Her request was cancelled and no billing change will be made. Consumer Response /* (3000, 7, 2022/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was no pending rates as my screenshot shows.It was not a request for the house. ******** sent me the lease and I signed it. My contract clearly stated the price. They should own up to there own mistakes and take responsibility.

• Initial Complaint

  Date:08/30/2022

  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.

  Reserved a beach house for a total of ******* from 8/26/23 - 9/3/23. After placing the reservation I recieved a call from ******* Reality saying that the prices were never listed for next year for those dates. I told them they they were listed for that price and the lady I spoke to said that nobody will ever get a beach house for that price dispite thats the price posted on the ******* Reality rental website at time my reservation was submitted. I told the lady that was the price listed at the time i sumbitted my reservation. ******* reality took the prices offline for the booking. Below is attached final price of my booking.

  Business Response

  Date: 09/19/2022

  Business Response /* (1000, 6, 2022/09/08) */ This guest booked a reservation with pending rates for the year 2023. When the rates came in she wanted us to honor the taxes only as the rate. This is not something we could do. The bill will not be adjusted and her request for a reservation was canceled.

• Initial Complaint

  Date:07/06/2022

  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.

  We rented Sand Key 6/18/22-6/25/22 for approx *********** The house advertised a pool, a newly remodeled pool house, and 7bdrms with 5 TVs. What we got was a house that was very poorly cleaned, no access to pool house b/c it was locked and a key wasn't provided even after we asked, a HUGE ant infestation, 2 broken TVs (one only showed the color blue and the master bdrm tv showed nothing other than static) and most importantly the pool was disgusting. The pool had a very visible hole in it which caused the pool water to leak out which made the water level too low for the pool's filters to work. The water was cloudy and there was stuff all over the bottom of the pool. I made 4 phone calls to maintenance. Spoke to them twice and each time they assured me someone was on the way. No one came to fix the pool until the 3rd day. Tape was placed over the large hole and it was cleaned with an adjustment of the chemicals, but water continued to drain out of the pool and their solution was to just keep a hose in the pool running the whole time. So we missed 3 days of pool time. Spoke with *** numerous times and she said she forwarded my concerns to the owner who INITIALLY said he'd give some amt of compensation but was working out a number. I'd asked for a refund of the 3 days we were w/o a pool. The MAIN activity we do in Sandbridge is using the pool. Had it not been fixed by that Monday we were prepared to leave. We did stay till the end of our reservation once the pool was fixed. Four days after we checked out I contacted *** again and was told the owner was no longer giving any compensation because he said WE HAD BEEN IN THE POOL EVERYDAY. This is not true. We did not get into the pool for the 1st 3 days due to it malfunctioning and then once it was fixed weather permitted us to only get in it twice. When I asked for proof of this "claim" there was no further communication from *******. Seeing previous posts we were not rude, aggressive, and we are not liars.

  Business Response

  Date: 09/06/2022

  Business Response /* (1000, 8, 2022/07/21) */ They did have us of the pool and there is no compensation forthcoming. The signed lease states no refunds will be given for any reason ad the owner and ******* Realty are adhering to those terms. Consumer Response /* (3000, 10, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again if you've read any of the previous complaints on *** about ******* you know that this is their common tactic...to just lie and /or accuse the victims of being aggressive about the thousands of dollars wasted. IF you give me access to a dirty broken pool that their OWN technician said was disgusting and needed to be repaired does that REALLY give me SAFE access? Prior to the actual repair, and somewhere within the 4 phone complaints I left, WHEN did ANYONE from their office come and tell us the pool was safe to swim in? What happened to their previous statement that we were in the pool everyday? I'm still waiting on the proof of that one. Are they not relying on that lie anymore? Which lie will they use next? I also question the legality of a lease that says they are not responsible for anything mentioned in their own advertisement. If I offer to rent you a functioning blue car I can't then stick you with a blue car with 3 wheels and be like "well you had access to the car!" I also noticed that they didn't comment on any of the other things that I mentioned were wrong (2 out of 5 TVs broken, ant infestation, dirtiness of the house, and the lack of access to the poolhouse). We have rented in Sandbridge EVERY year for 20 yrs and we will continue to do so but ******* realty will not see ONE MORE PENNY from me.

• Initial Complaint

  Date:07/01/2022

  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.

  Rental from 5/21-5/28, 2022 Paid ********* for the week Cleaning was not completed - we didn't realize until bedtime that there was sand in some sheets - we washed our sheets. Pictures did not accurately represent the lower level - pics show a nice flooring; there was only cement. The major problem was the pool. After looking at options available through ******* Realty, we chose this place specifically because it had a pool. I believe we paid about ***** more for the week than for similar homes without a pool. We were disappointed to find the pool had not been cleaned by check-in when we checked in at 4:00. Later, a pool company came to clean it; in doing so, they must have broken something because when we came back from a walk on the beach, water was spraying everywhere out of the controls in the little building beside the pool. The ground was becoming saturated, with water running under the fence toward the front of the house and up against the house. We called the ******* emergency number 3 times before we got a response. In the meantime, my son, an electrical engineer, shut everything down, because water was spraying at the electrical panel and we were afraid of a fire and a flood. Someone from management finally came, but said he couldn't do anything, that it would have to be someone from the pool company. Someone did not come until Monday night. Even then, that person refused to turn the breaker back on, stating they had not turned it off so they would not turn it back on. My son had to do that. I am not asking for all my money back; we used the home, despite it not being a "primo beach mansion" as advertised. I believe ****** for our trouble, inconvenience, and not having a pool in working order for the first 2 1/2 days. Many of us travelled from Denver to get there and we could not just find another place with no notice.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 8, 2022/07/21) */ The pool was able to be used by the guest, we do appreciate the help they gave but the owner is not offering compensation per the terms of the signed lease. POOLS ARE CLEANED BY 7 PM ON CHECK IN DAY AND OUR LEASE STATES THAT SOMETINES CLEANING IS DELAYED. THE HOME WAS CLEANED FOR THE GUEST SOON AFTER THEY CALLED. Consumer Response /* (3000, 10, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were never told that it was ok to use the pool prior to the major leak being fixed and while the filter was shut down. It is outrageous that we had to take emergency action to avert a flood/fire and the agent and homeowner offer absolutely no compensation for our trouble.