Ayers Holdings

Complaint: ***
Thank you for your response We reject the nature and tone of the response provided by the property manager We have communicated with the property managers in nothing but a professional and considerate manner and are disappointed that they have said we "demanded" things and were "angrily" responding and so on We have copies of all communication which indicates our mild and professional tone.Additionally, we appreciated that they offered us a "credit" for us to use within a year My wife and I were actually trying to determine a time in the next year we could use this property However, per the aggressive response from the property owner on this forum that offer has apparently "expired" without us knowing Per our discussion with ***, they are simply a marketing company that brings owners and renters together They stated the insurance we purchased, did not meet the requirements to receive a refund, and that we should work it out with the property owner That is all we have been trying to do in this process However, they have been highly uncooperative (as you could imagine by the hostile response they provided to the Revdex.com). We are disappointed with the resolution, and hope that others who try and conduct business with these property managers do not have to the same experience we did Great customer service is demonstrated when things do not go correctly; and we were treated with apathetic responses and eventually no response until we filed a complaint with the Revdex.com
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason if he complaint will be closed Administratively Resolved]

I am writing in
response to the complaint filed by [redacted] and [redacted] on reservation [redacted]
on property #[redacted]. The [redacted] reserved our rental property on March 20th,
2015 eight days prior to their planned arrival date and agreed to the written no-
refund 30 day cancellation...

policy. Three days later on March 23rd,
2015 the [redacted] informed me they would like to cancel their reservation and
had purchased rental cancellation insurance through [redacted].com. I informed them
that they had cancelled within our written 30 day cancellation policy and would
not be getting a refund through us. Mrs. [redacted] contacted me multiple times
threatening me with filing complaints and making me refund her money. I kept
redirecting her to [redacted].com because when renters purchase rental cancellation
insurance it is through [redacted] and they are the only ones that refund monies.
The [redacted] cancelled
their reservation within our 30 day cancellation period and are claiming the
initial reservation was a mistake because they didn’t know where the property
was. The property listing clearly states that the property is located at
Vallecito Lake in Bayfield with a clear map, approximate distances and travel
[redacted]es in proximity to Durango. Even the property listing name says “Vallecito
Creek Side” and in their reservation request they stated were “looking for
a true mountain vacation and fly fishing.”
Once the [redacted] changed their mind and cancelled their
reservation, we refunded their damage deposit of $750 right away. They demanded
a full refund of the rental fee despite the fact they cancelled within our written
cancellation period and told us they had purchased cancellation insurance
through [redacted]. We directed them to deal with [redacted] to get their refund and even
offered to help find the customer service phone number for them. They were
angry we would not refund their money and said they would file complaints and “make”
us refund them. After contacting [redacted] and we assume not purchasing the cancellation
insurance as she told us, she called again and demanded a refund saying that we
were the only way they could get a refund. We kept directing them to [redacted], as
we are clear that we do not provide refunds within 30 days of your arrival
date.
After several more calls from her and trying to help her
by getting the cancellation policy number to find out what the procedure was
for her, she would not provide it and continued to call and angrily demand a
refund due to her admitted “mistake”. She said we should be more lenient and
forgiving. We refused other reservations during the days they held their
reservation and that is the very reason we do not do refunds after our clearly
stated cancellation policy.
Out of good will and against our cancellation policy, we
offered them a full credit or rain check for the amount they requested refunded,
$890, to be used at the same property within one year’s time. The [redacted]
chose not to take our offer that has now expired.
I hope our
property is cleared of this incident as we have gone above and beyond normal
customer service and trying to offer a solution to them which they have not
accepted.
Thank you. [redacted]Property Manager