Green Mountain Vacation Rentals, LLC

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Regards, [redacted]

To Whom it May Concern:I have received a letter in the mail about a complaint one of our customers filed against Green Mountain Vacation Rentals with the Revdex.com on March 13, 2017. Here is our response to the letter we have received. We have been doing business with J. *** for
over two years and our business relationship has been pretty smooth over the last two years up until our most recent rental. On February 16th, I received a call from Mr. *** about the rental in which was checking into his unit that day. He called the office about 2:30PMwhich our chetime starts at 4:00PM. Mr. *** called to inform me that there was an issue with our tenant. When I asked him what the issue was with the tenant he laughingly said that he double booked his condo with us and *** ***; another rental agency in the area. I said to ***, "our tenant is on his way up here he is about an hour away, what am I supposed to do?" He replied hysterically laughing, "well this is not my fault and you need to figure this outWhy don't you call *** *** and see if you can work this out between the two of you or you will have to move your tenants." I said, "***, all of our properties are fully booked and we do not have any properties available for this weekendI also mentioned to him that if we are able to move him last minute he would need to be responsible for paying for the price difference" He replied laughing, "Well not my problem." After I got off the phone with Mr. ***, we called around to other rental rental agencies trying to find another rental possibility to move our tenants too. The first company we called didn't have anything available. The second company we called had two properties available which were further away, but they could work. *** called the tenant who was already on his way to Vermont to explain to him that the homeowner doubled booked his condo and we needed to move him to a condo that is an upgrade from the condo he originally rented. The tenant said, "he was on his way up and he was checking into the condo that he rented and he was not moving. He was contacting his attorney and he was going to sue GMVR." When *** got off the phone with the tenant I called Mr. *** who did not answer the phone, I left him a message telling him I needed him to call me back because the tenant is really upset and is threatening to sue. When Mr. *** did not answer the phone, *** *** my business partner called over to *** *** and informed them that we have a bigger issue because our tenant was refusing to move *** *** tenant was coming in on the 17th which was the next day so they had time to move their tenant, in which they were able to find a property that their tenant was comfortable moving too Mr. *** did not return my phone call, the next time I heard from him was this e-mail on 2/16/17: "Hi *** I have your check in handIt was never cashed after all. I think the problem arose when *** sent something using third party software in which the sender is listed as a machine. I assumed that was from ***. I've searched my emails and don't see an inquiry about the weekend. It was already on my calendar as ***Hence my confusion over Thursday. *** ***s has returned to work to help find a solution amenable to everyone. I suggest you be willing to work with her. She is extending herself to be helpful. Thanks, *** *** * * *** *** *** ** *** *** *** ***Our tenants checked in and they stayed their entire rental which they checked out on 2/19/17. On 2/20/we had another rental coming in for Mr. *** which the rental checked out on 2/26/17. On 2/26/17, we reached out to the cleaner to see if she had cleaned the condo for Mr. ***; the cleaner that Mr. *** has asked us to use as he really liked the job that she has done in the past; we did not receive a response to our message. Mr. *** ended up coming up to the condo 2/27-2/early in the morning which he said he has informed me that he was coming up; here is the e-mail that Mr. *** wrote to me about him coming up:"Hi ***.. I know a busy week, but, evicting ***'s tenants at my expense, I still have not been paid and neither has she. I have cashed from you for *** in April for dollars. The other check I cashed was from *** Given that no money has yet changed hands, I think we should rethink the situation. What do you think? It would only be each, in total, thanks to ***s work. We got lucky. Also, what will the Preclean be? We were talking about just changing the sheets with the ones I left out. It's a shame I missed out on the big snow and trailblazer dinner and training for Regionals on Sunday, but could have been worse. At least your tenants have enjoyed great skiing. Don't forget to tell them it's for sale! I would prefer that my tan sheets be on the bed for my return. Please don't forget to set heat at and turn off hot water. Thanks! *** *** * * *** ***
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*** ***You can see in Mr, ***'s e-mail it does not mention any specific day on when is will be returning to Vermont; we knew that *** *** does not rent Mr. ***'s condo anymore do to an incident they had with him on a rental that was booked and *** Rentals the other rental agency who rents his unit did not have any rentals coming in, as we checked with both agencies. On 2/28/at 12:58AM this was the start Mr. ***'s e-mails which were a little abusive. I am going to attached all of the e-mails that was sent to me to this e-mail so you can see the rants that were sent. The cleaner had scheduled Mr. ***'s condo to be cleaned on 2/28/as we did not know of his arrival on that Monday. We spoke to the cleaner who Mr. *** asked us to use about her interaction with him on Tuesday when she arrived to clean. She said that he had recently come in from skiing which Mr. *** said he could not ski as he had been cleaning the condo for hours. She said that he told her that he has been cleaning for hours and she has cleaned the condo numerous times and it has never taken her more than hours to clean and that was after the condo was extremely used. Mr. *** sent me pictures stating the condo was trashed which the pictures he has sent only showed me that someone was there a the condo, it was used and not cleaned. The pictures were of the towels piled up in the bath tub, chairs out of place and a log that was taken out of the fireplace. Mr. *** mentioned something about the rug being ruined, which I have asked him for pictures of the carpet and he still has not sent me the pictures, as we have pictures taken prior to our first rental coming in of marks on his carpet. When did our exit check the day the renters checked out the owners closet was not open and we do not know of any theft, the tenants that we rented too were repeat tenants of ours who left the condo in great condition and we have never had an complaints.Mr. *** rents through other agencies and a lot of people have the code to access his condo; so to accuse the tenants or us of theft is not realistic. One item that he claims was stolen was his season pass, which if someone tried to use his season pass Mr. *** would have been notified by the mountain and to my knowledge this has not happened. In my opinion I feel Mr. *** is trying to come up with a story of theft because he does not want to pay for his double booking mistake that was made and he wants GMVR to pay him some money for his mistake In response to the future rental; after the double booking I asked Mr. *** on numerous occasions to sign his rental agreement and please send it over to me for his upcoming rental in which we still have not received a signed contract from him to date.My response to Mr***'s statement of the problem: Mr*** did show up to his condo in which the cleaner had not cleaned after his rental which checked out on 2/26; we did not know of his exact arrival on Monday 2/27/as we knew that *** *** no longer rents Mr***'s condo due to an incident with a past rental and *** Rentals; another rental agency did not have any rentals coming in as we contacted both companies. The cleaner had him scheduled on Tuesday 2/due to her busy week having it be a holiday week, as we knew there were no rentals coming in. The closet doors were locked while our tenants were in the condo so I can not reference this any further as that we did not have access to them. To the damages he is referring too, I do not know of any actual damage to the condo only the pictures that were sent over to me showing the condo was not cleaned and it was used. The cleaner showed up on Tuesday to clean which she vacuumed for him and the floors which is what Mr. *** asked her to help him with. He paid her $for her time. In reference to us keeping half of the money from what people are paying is as we take an estimated amount for the exit clean from bills we receive from the cleaners for this condo. We try to take exactly what we know the clean will come in at and if there is an overage from what the tenant paid we refund the tenants this money. If the tenant is a repeat tenant they have us hold the funds, because there are times that the cleaning bill can come in over the amount taken and we would use their funds for this. Each cleaner varies with the cost so depending on the cleaner they may charge more than others. The check for the rental that he is referring too, was sent to him which he claims he did not receive it. I have since reissued him a check to replace the check and we also sent him an additional check for the exit clean money in full for having to deal with showing up to a dirty condo. In response to the April 7-9, rental, we still to date have not received his signed contract in which we have moved the tenants to another property.Our decision to not represent Mr. *** with any future rentals was brought on by the double booking where he laughed and said it was our fault, the numerous e-mails that were sent in a rant when he showed up to the condo on 2/and e-mails following this date and also that we have not received the signed contract from him which we do not feel comfortable leaving our tenants in the condo unless we have one. He has also failed to produce a signed rental agreement for every rental which we explained to him could not happen any further. Please let me know if you have any further questions in response to Mr***'s complaint. I can also get statements from the cleaners along with the other names mentioned in this e-mail to confirm that this information is correct. I hope this information will help with you reaching a resolution in this matter; I look forward to hearing from you!Best Regards,*** ***Green Mountain Vacation Rentals LLC** *** **
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Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]  
 
Regards,
[redacted]