BG Properties L.L.C.

From: BG Properties Hawaii ([redacted]@gmail.com)
Sent: Tuesday, August 19, 2014 6:07 PM
To: [redacted]
Subject: Re: Hawaii's Revdex.com - Case #[redacted] Consumer: [redacted]
Hi[redacted] -
Here is the response to...

the complaint filed by [redacted] against BG Properties Hawaii, under which we operate our condo vacation rental at [redacted]. I have excerpted a portion of the response to the complaint [redacted] filed with VRBO as I believe it sums up our position. In addition, please refer to the attached file which contains the correspondence with Sherry, and with VRBO where our vacation rental condo is advertised. Please call or email us if you have any further questions. As we have told Sherry, her refund is $1,091.78.
Excerpt from VRBO response:
We have been extremely upset by this would-be traveler, and we are preparing her refund of $1091.78 to be mailed out to her later this week. As I am sure you know from the long history we have with VRBO, we care deeply about our guests, and we always do our best for each situation.
This is a tragedy of errors, from the very first when she cancelled, through the inadvertent refund error of only the insurance portion, to the current time period. I have attached the email trail so you can see that we did not ignore [redacted].
As you can see from our August 6 email, we explained to [redacted] that we did not know about the "100% refund" mistake on the VRBO listing, and that it really doesn't matter because she booked her self in and agreed to our terms and conditions when she did this, clearly accepting the $150 cancellation policy as stated in several places on our listing. The amount of her refund will be as we have confirmed to her on several occasions.
The timing of all of this "back and forth" was during the hurricane scare we just experienced here in Hawaii, and while we are fortunate that we were spared major damage, it did take several days away from our normal work in order to prepare our properties and our guests for the potential back-to-back hurricanes (Iselle and Julio) that were headed for Maui.
We are also very distressed that [redacted] filed this complaint with VRBO, in spite of her documented agreement to our terms and conditions, and even more upset to learn that she sent an equally nasty complaint to the Revdex.com, which we also just received. The website error was caused, according to our VRBO contact, by checking the "60 day" payment box, which we were not told had anything to do with the percentage of the refund. This caused a contradiction in our listing, which we were unaware of until [redacted] pointed this out a few weeks ago. We were shocked and very upset, and the problem has been corrected, as of August 6th, as far as we know.
As far as we are concerned, there is nothing more to do or say regarding this matter, as the check will be sent out shortly.
Please let us know if there is anything more we should do at this point, as our reputation with VRBO is very important to us, and to our guests. Kindly phone or email me if we can provide further information on this matter.
Mahalo, [redacted] [redacted], we appreciate your assistance with all of this, and we hope to maintain a good reputation with the Revdex.com. Please let us know if there is any additional information needed for us to close this inquiry.
Regards and Mahalo,
[redacted] [redacted]

Here is the response to the complaint filed by [redacted] against BG Properties Hawaii, under which we operate our condo vacation rental at [redacted]. We have excerpted a portion of the response to the complaint [redacted] filed with VRBO as we believe it sums up our position.
Excerpt from VRBO response:
We have been extremely upset by this would-be traveler, and we are preparing her refund of $1091.78 to be mailed out to her later this week. As I am sure you know from the long history we have with VRBO, we care deeply about our guests, and we always do our best for each situation.
This is a tragedy of errors, from the very first when she cancelled, through the inadvertent refund error of only the insurance portion, to the current time period.
---
As you can see from our August 6 email, we explained to [redacted] that we did not know about the "100% refund" mistake on the VRBO listing, and that it really doesn't matter because she booked her self in and agreed to our terms and conditions when she did this, clearly accepting the $150 cancellation policy as stated in several places on our listing. The amount of her refund will be as we have confirmed to her on several occasions.
The timing of all of this "back and forth" was during the hurricane scare we just experienced here in Hawaii, and while we are fortunate that we were spared major damage, it did take several days away from our normal work in order to prepare our properties and our guests for the potential back-to-back hurricanes (Iselle and Julio) that were headed for Maui.
We are also very distressed that [redacted] filed this complaint with VRBO, in spite of her documented agreement to our terms and conditions, and even more upset to learn that she sent an equally nasty complaint to the Revdex.com, which we also just received. The website error was caused, according to our VRBO contact, by checking the "60 day" payment box, which we were not told had anything to do with the percentage of the refund. This caused a contradiction in our listing, which we were unaware of until [redacted] pointed this out a few weeks ago. We were shocked and very upset, and the problem has been corrected, as of August 6th, as far as we know.
As far as we are concerned, there is nothing more to do or say regarding this matter, as the check will be sent out shortly.
Please let us know if there is anything more we should do at this point, as our reputation with VRBO is very important to us, and to our guests. Kindly phone or email me if we can provide further information on this matter.
Mahalo, [redacted] [redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)
This is not satisfactory, the company says they made a "mistake on the VRBO listing", I shouldn't pay for their mistake. I get that the business make an error, that is at their cost and the cost of doing business, but from a customer perspective I rented that condo because it had % 100 percent guarantee, they had a good reputation. If a business advertised money back guarantee, than they should honour it. The business is right in that at the bottom of the agreement it says $150 rental fee BUT AT THE TOP of this same agreement it says "Cancellation Policy:100% refund if canceled at least 60 days before arrival date." I didn't even registered with me that there was contradictory statement further down the agreement and actually didn't even think that someone would do this. If this was truely an error that the company made than they need to honor the 100% refund policy. From my perspective if they don't honour what they advertise, they have in fact advertise 100% money back guarantee ... get people to rent their condo and then renege. I am more than willing to compromise, I am will to pay the credit card and international fees but not the other, this company hasn't even suggested some sort of compromise. I still haven't got the any money back. They have known since the beginning on June and this is coming up to 3 months.

Review: Last September, 2013 I rented BG Properties HAWAII condo for October 2014. On the web page it advertised %100 refund in cancelled with in 60 days prior to arrival. I cancelled on June 4, 2014. They said the refund would take 4 weeks. Upon cancellation I received this in an email: "Deductions from your refund from us: Credit Card Processing Fee $ 32.25; International Fee $ 16.12; Cancellation Fee $150, Net Refund $ 1,091.78"I emailed them on July 28th, because I hadn't received the refund. They said they would look into it. Finally on August 7 they have greed to refund $1091.79. I asked BG Properties about the 100% refund and this is what BG Properties said about the 100% refund on the cancellation: "while we did discover that there was a contradictory statement on line as part of the automated system which we were not aware of, (which we have now corrected), the fact that you accepted and acknowledged our rental agreement terms and conditions, which clearly state the $150 cancellation fee, trumps the one erroneous line." This "100% refund on the cancellation" line is on the front of the rental agreement, the same agreement that further down in the document says that they will charge you $150. This "100% refund on the cancellation" line is also on the web page that makes no mention of additional fees.

Product_Or_Service: Condo RentalDesired Settlement: DesiredSettlementID: Refund

I would like a refund of all the money I put down on the deposit; Total Charged: $1339.16.

Business

Response:

From: BG Properties Hawaii ([redacted]@gmail.com)

Sent: Tuesday, August 19, 2014 6:07 PM

To: [redacted]

Subject: Re: Hawaii's Revdex.com - Case #[redacted] Consumer: [redacted]

Hi[redacted] -

Here is the response to the complaint filed by [redacted] against BG Properties Hawaii, under which we operate our condo vacation rental at [redacted]. I have excerpted a portion of the response to the complaint [redacted] filed with VRBO as I believe it sums up our position. In addition, please refer to the attached file which contains the correspondence with Sherry, and with VRBO where our vacation rental condo is advertised. Please call or email us if you have any further questions. As we have told Sherry, her refund is $1,091.78.

Excerpt from VRBO response:

We have been extremely upset by this would-be traveler, and we are preparing her refund of $1091.78 to be mailed out to her later this week. As I am sure you know from the long history we have with VRBO, we care deeply about our guests, and we always do our best for each situation.

This is a tragedy of errors, from the very first when she cancelled, through the inadvertent refund error of only the insurance portion, to the current time period. I have attached the email trail so you can see that we did not ignore [redacted].

As you can see from our August 6 email, we explained to [redacted] that we did not know about the "100% refund" mistake on the VRBO listing, and that it really doesn't matter because she booked her self in and agreed to our terms and conditions when she did this, clearly accepting the $150 cancellation policy as stated in several places on our listing. The amount of her refund will be as we have confirmed to her on several occasions.

The timing of all of this "back and forth" was during the hurricane scare we just experienced here in Hawaii, and while we are fortunate that we were spared major damage, it did take several days away from our normal work in order to prepare our properties and our guests for the potential back-to-back hurricanes (Iselle and Julio) that were headed for Maui.

We are also very distressed that [redacted] filed this complaint with VRBO, in spite of her documented agreement to our terms and conditions, and even more upset to learn that she sent an equally nasty complaint to the Revdex.com, which we also just received. The website error was caused, according to our VRBO contact, by checking the "60 day" payment box, which we were not told had anything to do with the percentage of the refund. This caused a contradiction in our listing, which we were unaware of until [redacted] pointed this out a few weeks ago. We were shocked and very upset, and the problem has been corrected, as of August 6th, as far as we know.

As far as we are concerned, there is nothing more to do or say regarding this matter, as the check will be sent out shortly.

Please let us know if there is anything more we should do at this point, as our reputation with VRBO is very important to us, and to our guests. Kindly phone or email me if we can provide further information on this matter.

Mahalo, [redacted]

[redacted], we appreciate your assistance with all of this, and we hope to maintain a good reputation with the Revdex.com. Please let us know if there is any additional information needed for us to close this inquiry.

Regards and Mahalo,

Business

Response:

Here is the response to the complaint filed by [redacted] against BG Properties Hawaii, under which we operate our condo vacation rental at [redacted]. We have excerpted a portion of the response to the complaint [redacted] filed with VRBO as we believe it sums up our position.

Excerpt from VRBO response:

We have been extremely upset by this would-be traveler, and we are preparing her refund of $1091.78 to be mailed out to her later this week. As I am sure you know from the long history we have with VRBO, we care deeply about our guests, and we always do our best for each situation.

This is a tragedy of errors, from the very first when she cancelled, through the inadvertent refund error of only the insurance portion, to the current time period.

---

As you can see from our August 6 email, we explained to [redacted] that we did not know about the "100% refund" mistake on the VRBO listing, and that it really doesn't matter because she booked her self in and agreed to our terms and conditions when she did this, clearly accepting the $150 cancellation policy as stated in several places on our listing. The amount of her refund will be as we have confirmed to her on several occasions.

The timing of all of this "back and forth" was during the hurricane scare we just experienced here in Hawaii, and while we are fortunate that we were spared major damage, it did take several days away from our normal work in order to prepare our properties and our guests for the potential back-to-back hurricanes (Iselle and Julio) that were headed for Maui.

We are also very distressed that [redacted] filed this complaint with VRBO, in spite of her documented agreement to our terms and conditions, and even more upset to learn that she sent an equally nasty complaint to the Revdex.com, which we also just received. The website error was caused, according to our VRBO contact, by checking the "60 day" payment box, which we were not told had anything to do with the percentage of the refund. This caused a contradiction in our listing, which we were unaware of until [redacted] pointed this out a few weeks ago. We were shocked and very upset, and the problem has been corrected, as of August 6th, as far as we know.

As far as we are concerned, there is nothing more to do or say regarding this matter, as the check will be sent out shortly.

Please let us know if there is anything more we should do at this point, as our reputation with VRBO is very important to us, and to our guests. Kindly phone or email me if we can provide further information on this matter.

Mahalo, [redacted]

Consumer

Response:

(The consumer indicated he/she DID NOT accept the response from the business.)

This is not satisfactory, the company says they made a "mistake on the VRBO listing", I shouldn't pay for their mistake. I get that the business make an error, that is at their cost and the cost of doing business, but from a customer perspective I rented that condo because it had % 100 percent guarantee, they had a good reputation. If a business advertised money back guarantee, than they should honour it. The business is right in that at the bottom of the agreement it says $150 rental fee BUT AT THE TOP of this same agreement it says "Cancellation Policy:100% refund if canceled at least 60 days before arrival date." I didn't even registered with me that there was contradictory statement further down the agreement and actually didn't even think that someone would do this. If this was truely an error that the company made than they need to honor the 100% refund policy. From my perspective if they don't honour what they advertise, they have in fact advertise 100% money back guarantee ... get people to rent their condo and then renege. I am more than willing to compromise, I am will to pay the credit card and international fees but not the other, this company hasn't even suggested some sort of compromise. I still haven't got the any money back. They have known since the beginning on June and this is coming up to 3 months.