Hawaii Volcano Vacations

Complaint: [redacted] I am rejecting this response because: [redacted] [redacted] Please note our complaint is that HVV had people living downstairs without our knowledge or permissionThere is another complaint that she was operating with an inactive license.This complaint is NOT about HVV terminating the agreementThe argument for HVV doing so is irrelevant as that is not the complaint Nor is it relevant whether HVV was able or not to contact us in order to gain permission to house people downstairs They didn't and our consent was never givenNor is it relevant that their intentions were to ward off burglarsThe fact we didn't know our downstairs was being used to house people is what is relevantFor the record some answers to the questions put forth: [redacted] No, we do not have a copy of the contract with their signatureWe signed the copy they mailed us but never received one back with their signatureIrrelevant [redacted] Do we have copies of the guest reviews mentioning people living downstairs going back a year? NoThe reviews stay up awhile and then disappear I only kept a copy of the last one from a guest who stayed in June and it is as follows: [redacted] This is a very opulent, gorgeous property reminiscent of a tree house.The surrounding tropical forest and second floor accommodations create a comfortable tree house effectThere was lots of room for the five of us, with plenty of elbow room inside and on the beautiful second floor deck at the front of the houseWe really liked the gas fire pit; we did not use the hot tub downstairs or the corner stove heating unit in the living room; there is no apparent central heatingWe were there in late June, with hot days and cool nightsThe kitchen was well stocked with utensils, cookware, and a large fridgeThe property was very clean, and had lots of cozy ***ting and comfortable bedsThe property manager lives quietly on the lower level, and was very welcoming We enjoyed [redacted] ***'s close proximity to [redacted] ***Kilauea is incredible at nightfall! Hilo was an easy 30-mile drive awayWe also made the trip to the south coast and the [redacted] ***Be aware that the closest large grocery store ( [redacted] Kea'au) is twenty miles away, so stock some provisions on your way to [redacted] ***We enthusiastically recommend this property to anyone.• Stayed: June 2016• Submitted: July 18, 2016• Source: *** The sentence: "The property manager lives quietly on the lower level, and was very welcoming." from June, 2016*Re the status of our insurance We never received any objection from HVV about our insurance coverage and if it is indeed inadequate we would have appreciated it being pointed out to us two years ago*Re proof we had both email communication available and provided our new phone number is as follows:On Thursday, September 29, 6:PM, [redacted] wrote:Yes, new # is [redacted] Thanks ***On Thursday, September 29, 6:AM, Hawaii Volcano Vacations < [redacted] > wrote:Aloha [redacted] and ***,We have tried to call you but the number we have on file has been disconnectedPlease provide me with your TAT number as soon as possibleBooking.com and [redacted] will suspend listings that do not have this number listed by September 30thThank you for your prompt reply.Joey G [redacted] Hawaii Volcano Vacations*The last paragraph in the Revdex.com email needs clarification: "The main concerns are that you state your property was booked downstairs, without your prior consent and that you had not received proper communication from the business." IncorrectI never stated the downstairs was "booked." Our complaint is that HVV had people live there We had NO knowledge nor provided authorization to use the downstairs as a dwelling for employees, contractors or anyone else.The last message from Joey G [redacted] requires some correction.It IS relevant to us HVV's license was inactiveOur attorney informed us ANY contract with them, regardless of signatures, would be invalidAccording to the DCCA the company (file 110684C5) : View and print company info This business is not in good standing annual filing rejected.MASTER NAMEHAWAII VOLCANO VACATIONS LLCBUSINESS TYPEDomestic Limited Liability Company (LLC)FILE NUMBERC5STATUS1PLACE INCORPORATEDHawaii UNITED STATESREGISTRATION DATEOct 22, 2013MAILING ADDRESSPO BOX 913VOLCANO, Hawaii 96785UNITED STATES CONSENT NAMEHAWAII VOLCANO VACATIONS (TN) BY JOEY G [redacted] .PARTNER TERMAT-WILLMANAGED BYMEMBER(S)AGENT NAMEAURELIA G [redacted] AGENT ADDRESS19-ANUHEA CIRCLE DRVOLCANO, Hawaii 96785UNITED STATES [redacted] Our quote: "However, after talking at some length with with your mom, who explained everything is legitimate and our concerns unnecessary, we see no reason to change companies at this time" is in reference to their practice of contacting guests and encouraging them to cancel with third party venders and rebook through them (Aurelia promised to stop) and the licensing issue, which She said was in process of resolution as they were finalizing their partnership with a broker (which has also proved to be untrue.) This was not in reference to their letting people live downstairs.Continuing with them was, at the time, a quid pro quo we had arranged with Aurelia G [redacted] , who certainly spoke and acted like she had the authority to negotiate these arrangementsIt is true we booked the stay under a friend's nameWhen one has good reason to suspect one's own management company of housing strangers in the downstairs portion of their home, one does not advertise their arrival to find outYes indeed I, ***, got a tour of the place and yes, indeed, I have it all on video/audio to share, as well as her statements of who lived thereIt was Aurelia herself, by the way, who told me one of the residents lived their with her boyfriend.Neither of us were ever rude are unkind to Aurelia G [redacted] There was no name calling, accusations or threats to call the policeWe sat on the sofa in the upstairs and talked it outIt was her sincere agreement to honor the three months of bookings until another company could take over, along with her assurances re the license and promise to cease contacting guests who booked through third parties that swayed us into agreeing to continue with HVV In closing, our complaint is that HVV housed people in the downstairs portion of our home without our knowledge or permissionHVV's response has been a series of excuses, justifications, attempts to change the subject and descriptions of bad behavior on our partIn fact we feel we are justified in making these complaints and that our actions have been reasonable as we tried in good faith to work this out to be a win-win for all parties[redacted] Sent from my ***Sincerely, [redacted]

Aloha,First and foremost, I do not have a signed and valid partnership contract with the owners of [redacted] ***The only signed and valid contractual agreement with them I have on file is dated May 11, and is a notarized letter giving Hawaii Volcano Vacations permission to accept direct deposits and instant bookings from third party websites on their behalfBecause the copy of the contract they have provided is unsigned by myself, or any agent of Hawaii Volcano Vacations, it is not a valid and legally binding documentIndeed, even in the case that this document was signed and dated by both parties and constituted thus, breaches in clauses (Owner’s Use) and (Insurance) would render such a contract null and void I would be interested to see the guest reviews dated “well over a year” ago mentioning any parties occupying the downstairsI believe they do no exist because I know that this is stipulation is simply untrue Hypothetically we could go back and forth in a “he said, she said” about whether or not the downstairs unit was ever occupied by myself, a contractor, a fictitious boyfriend or anyone else but I stand by my conclusion that if the owners truly believed that were the case they would not have recanted their accusations and requested to continue working with my companyIn regard to the “obvious signs” of residence in the downstairs, I would like to note that this unit is unfinished and does not meet basic standards which would permit any type of long-term stayThere are no appliances, heating, carpeting or other floor finishings, light coverings, window coverings or even basic sanitary facilities HVV's concerns regarding potential break-ins WERE relevant in that they posed a security risk to the home and a safety risk to our guestsFurthermore, potential burglaries or breduring guest stays are a huge liability to the homeownerThe brewhich occurred during our partnership with the previous owner did in fact take place during a guest stay and caused the guest to threaten (but ultimately not pursue) legal actionBy the same token, Mr [redacted] and Ms [redacted] are not sufficiently insured to cover themselves or a third party in the event of such an incident, which in and of itself would pose sufficient reason to immediately terminate any agreement, verbal, written or otherwise to book their home I reiterate that multiple attempts to contact the homeowner via phone AND email went unansweredI am not aware of the current connectivity state of their phone number but when it was relevant the owners declined to respond to our requests for a new number or a response via email to discuss matters relating to the home Hawaii Volcano Vacations was not obligated to notify homeowners of our non-compliant status because we were working directly with the DCCA and our attorney to resolve the issueAt no point was I ever issued a cease and desist request from the DCCA and it is not illegal to continue to operate under a non-compliant status while such issues are being resolved A real estate salesperson license is always listed as inactive until such time as the salesperson is able to negotiate an agreement to work under the supervision of a brokerAs such, the fact that my license was inactive is irrelevant and does not constitute any wrongdoing toward the homeowner Aurelia G [redacted] is not and has never been an employee of Hawaii Volcano VacationsIn fact, there has never been an employee of this company and I have always been a sole proprietor, periodically utilizing the services of licensed and registered independent contractorsAurelia does have power of attorney and is noted as an agent on my accounts due to my frequent absences, but any and all decisions about the structure and workings of the company are made by myself aloneHence, any and all suggestions that we would continue to work with Mr [redacted] and Ms [redacted] (after THEIR expressed desire to terminate our relationship) on the part of anyone associated with my company are not valid or binding As per the email from Mr [redacted] dated October 25, 2016: “Thank you for your emailInitially, we considered changing to another vacation rental management company because of the concerns you addressedHowever, after talking at some length with with your mom, who explained everything is legitimate and our concerns unnecessary, we see no reason to change companies at this time.” I reiterate that these are not the words of a party convinced of the misconduct of another Any and all booking practices by Hawaii Volcano Vacations fall under the standards and norms of the industryI have spoken to my marketing manager since Ms [redacted] contacted [redacted] to discuss their misconceptions of these practices and have since resolved any misunderstandingsAs per the request of the homeowner, our [redacted] listing for [redacted] was immediately deactivated but no further action was taken in regard to the stipulated “misconduct” on our part by [redacted] Furthermore, any dealings with a third party company, which has expressed no desire to terminate our partnership, notwithstanding the unfounded insistence of wrongdoing on the part of former clients, is also of no consequence This entire complaint process is in fact due to the baseless accusations that Mr [redacted] and Ms [redacted] continue to makeAt such time as they had concerns about the management of their property, they could have returned my calls (or emails) to discuss them or to set up a meetingInstead, they booked the home under pretenses, filmed our cleaning contractor in her work environment, without her knowledge and despite a reasonable expectation of privacy, and proceeded to call both her and my mother a host of names while threatening police intervention once they had drawn their own conclusions I am not sure of Ms [redacted] ’s understanding of the word “accusation” but in mind this quite aptly fits the billTheir presumption that I would continue to work with a party which so grossly violated the norms of decency and good faith simply because they withdrew said accusations after the fact is of no consequence to me and any loss which they have suffered as a result of THEIR decision to terminate our partnership is their sole responsibilityI am not, nor have I ever been, obligated to honor any bookings after the expressed desire of one party to terminate our partnership, nor to proceed with the dissolution of said partnership under their terms Yours faithfully, Joey G [redacted] Hawaii Volcano Vacations

Complaint: [redacted]
I am rejecting this response because:[redacted] 
[redacted]
[redacted]
[redacted] Please note our complaint is that HVV had people living downstairs without our knowledge or permission. There is another complaint that she was operating with an inactive license.This complaint is NOT about HVV terminating the agreement. The argument for HVV doing so is irrelevant as that is not the complaint.  Nor is it relevant whether HVV was able or not to contact us in order to gain permission to house people downstairs.  They didn't and our consent was never given. Nor is it relevant that their intentions were to ward off burglars. The fact we didn't know our downstairs was being used to house people is what is relevant. For the record some answers to the questions put forth:* No, we do not have a copy of the contract with their signature. We signed the copy they mailed us but never received one back with their signature. Irrelevant. * Do we have copies of the guest reviews mentioning people living downstairs going back a year? No. The reviews stay up awhile and then disappear.  I only kept a copy of the last one from a guest who stayed in June and it is as follows:[redacted]This is a very opulent, gorgeous property reminiscent of a tree house.The surrounding tropical forest and second floor accommodations create a comfortable tree house effect. There was lots of room for the five of us, with plenty of elbow room inside and on the beautiful second floor deck at the front of the house. We really liked the gas fire pit; we did not use the hot tub downstairs or the corner stove heating unit in the living room; there is no apparent central heating. We were there in late June, with hot days and cool nights. The kitchen was well stocked with utensils, cookware, and a large fridge. The property was very clean, and had lots of cozy [redacted]ting and comfortable beds. The property manager lives quietly on the lower level, and was very welcoming.  We enjoyed [redacted]'s close proximity to [redacted]. Kilauea is incredible at nightfall! Hilo was an easy 30-mile drive away. We also made the trip to the south coast and the [redacted]. Be aware that the closest large grocery store ([redacted] Kea'au) is twenty miles away, so stock some provisions on your way to [redacted]. We enthusiastically recommend this property to anyone.• Stayed: June 2016• Submitted: July 18, 2016• Source: [redacted] The sentence: "The property manager lives quietly on the lower level, and was very welcoming." from June, 2016*Re the status of our insurance.  We never received any objection from HVV about our insurance coverage and if it is indeed inadequate we would have appreciated it being pointed out to us two years ago. *Re proof we had both email communication available and provided our new phone number is as follows:On Thursday, September 29, 2016 6:35 PM, [redacted] <[redacted]> wrote:Yes, new # is [redacted] Thanks [redacted]On Thursday, September 29, 2016 6:50 AM, Hawaii Volcano Vacations <[redacted]> wrote:Aloha [redacted] and [redacted],We have tried to call you but the number we have on file has been disconnected. Please provide me with your TAT number as soon as possible. Booking.com and [redacted] will suspend listings that do not have this number listed by September 30th. Thank you for your prompt reply.Joey G[redacted]Hawaii Volcano Vacations*The last paragraph in the Revdex.com email needs clarification: "The main concerns are that you state your property was booked downstairs, without your prior consent and that you had not received proper communication from the business."    Incorrect. I never stated the downstairs was "booked." Our complaint is that HVV had people live there.  We had NO knowledge nor provided authorization to use the downstairs as a dwelling for employees, contractors or anyone else.The last message from Joey G[redacted] requires some correction.It IS relevant to us HVV's license was inactive. Our attorney informed us ANY contract with them, regardless of signatures, would be invalid. According to the DCCA the company (file 110684C5) :  View and print company info    This business is not in good standing.        2015 annual filing rejected.MASTER NAMEHAWAII VOLCANO VACATIONS LLCBUSINESS TYPEDomestic Limited Liability Company (LLC)FILE NUMBER110684 C5STATUS1PLACE INCORPORATEDHawaii UNITED STATESREGISTRATION DATEOct 22, 2013MAILING ADDRESSPO BOX 913VOLCANO, Hawaii 96785UNITED STATES CONSENT NAMEHAWAII VOLCANO VACATIONS (TN) BY JOEY G[redacted].PARTNER TERMAT-WILLMANAGED BYMEMBER(S)AGENT NAMEAURELIA G[redacted]AGENT ADDRESS19-4104 ANUHEA CIRCLE DRVOLCANO, Hawaii 96785UNITED STATES* Our quote: "However, after talking at some length with with your mom, who explained everything is legitimate and our concerns unnecessary, we see no reason to change companies at this time"  is in reference to their practice of contacting guests and encouraging them to cancel with third party venders and rebook through them (Aurelia promised to stop) and the licensing issue, which She said was in process of resolution as they were finalizing their partnership with a broker (which has also proved to be untrue.)  This was not in reference to their letting people live downstairs.Continuing with them was, at the time, a quid pro quo we had arranged with Aurelia G[redacted], who certainly spoke and acted like she had the authority to negotiate these arrangements. It is true we booked the stay under a friend's name. When one has good reason to suspect one's own management company of housing strangers in the downstairs portion of their home, one does not advertise their arrival to find out. Yes indeed I, [redacted], got a tour of the place and yes, indeed, I have  it all on video/audio to share, as well as her statements of who lived there. It was Aurelia herself, by the way, who told me one of the residents lived their with her boyfriend.Neither of us were ever rude are unkind to Aurelia G[redacted]. There was no name calling, accusations or threats to call the police. We sat on the sofa in the upstairs and talked it out. It was her sincere agreement to honor the three months of bookings until another company could take over, along with her assurances re the license and promise to cease contacting guests who booked through third parties that swayed us into agreeing to continue with HVV.  In closing, our complaint is that HVV housed people in the downstairs portion of our home without our knowledge or permission. HVV's response has been a series of excuses, justifications, attempts to change the subject and descriptions of bad behavior on our part. In fact we feel we are justified in making these complaints and that our actions have been reasonable as we tried in good faith to work this out to be a win-win for all parties.[redacted]Sent from my [redacted]Sincerely,[redacted]

Aloha, Thank you for getting in touch with us about this complaint. We have been trying to mitigate the fallout from the termination of our relationship with this former client and our refusal of their request that we continue to represent them. We did indeed represent the [redacted] for approximately two years. All arrangements and agreements with the owners with regard to this property were verbal and we did not have a signed contract with them. Our roll was specifically the booking and management of the home and the ensuring of the safety, security and integrity of the home, as well as that of the guests that occupied it. The owners did book the home under another name and check into the property without us knowing; and at that time we were, indeed, busy with preparing for Diana, our maintenance contractor, to stay in the downstairs unit throughout the holiday [redacted]son when the risk of burglaries and break-ins is highly elevated in the area. We take extra precautions for all our homes during this [redacted]son and the [redacted] was no exception. The home is one of very few on a poorly lit street in an area of the Volcano which has drastically higher crime rates than others where we manage homes. Two previous burglaries of the home, before its acquisition by the [redacted] family, were reported to the police and the records are available for review. Our suggestion to the homeowners to deactivate the [redacted] system resulted after an overwhelming number of guests unwittingly triggered the [redacted] in their comings and goings, resulting in unwarranted inconvenience and stress for all parties involved. Multiple attempts to contact the homeowners with regard to our plan to have Diana periodically occupy the downstairs unit during the holiday [redacted]son were ignored and the phone number we had on file for Mr. [redacted] And Ms. [redacted] is indeed disconnected. The insinuation that I myself have, at any time, occupied the premises is absurd. I do spend several months of the year out of the country for work, but when I am on the Big Island, I reside at my local residence (also the location of my home office) where I have been legally registered for over 20 years. After the initial confusion and accusations on the part of the homeowners, I sent an email addressing this and other concerns that they had in great detail. I disagreed with the conclusions they had reached but agreed that termination of our partnership would be in the best interest of all involved. Shortly thereafter I received a response from Mr. [redacted] informing me that their concerns had been unfounded and that they wished to continue their partnership with Hawaii Volcano Vacations. In my subsequent response I thanked them for their clarification but re-iterated my desire to cease representing them. They reacted with incredulousness and threatened retaliatory action. In my final communication with them, I expressed that we had acted with professionalism and civility throughout the entire ordeal and my sincere hope that they would do the same. They have not. I have been actively working with the DCCA to reach a state of compliance regarding the management of short-term accommodations in the state of Hawaii. In fact, as of January 1, 2017 Hawaii Volcano Vacations will cease with all property management activity and the DCCA is aware of this. My attorney and I are currently in the final stages of reaching agreement with them in terms of how the company will proceed to operate after this date. I have the full exchange of emails described above in which the owners requested that we continue to manage their home, then threatened retaliation when we declined. If these are necessary for the processing of this complaint, please let me know and I will be happy to provide them. I feel that if Ms. [redacted] and Mr. [redacted] truly felt as through there had been wrongdoing on the part of Hawaii Volcano Vacations they would not have requested we continue to manage their home. We have long been an A+ rated member of your organization and have an excellent track record of integrity and reputable customer service. We have also worked very happily with some of our clients for upwards of 12 years and have never endured the level of disrespect and unprofessionalism that we have with these homeowners.We look forward to swift and satisfactory resolution of this complaint. Mahalo nui [redacted]Joey G[redacted] Hawaii Volcano Vacations

Aloha,First and foremost, I do not have a signed and valid partnership contract with
the owners of [redacted]. The only signed and valid contractual agreement with
them I have on file is dated May 11, 2015 and is a notarized letter giving
Hawaii Volcano Vacations permission to accept direct deposits and instant
bookings from third party websites on their behalf. Because the copy of the contract
they have provided is unsigned by myself, or any agent of Hawaii Volcano
Vacations, it is not a valid and legally binding document. Indeed, even in the
case that this document was signed and dated by both parties and constituted thus,
breaches in clauses 7 (Owner’s Use) and 10 (Insurance) would render such a
contract null and void.
I would be interested to see the guest reviews dated “well
over a year” ago mentioning any parties occupying the downstairs. I believe
they do no exist because I know that this is stipulation is simply untrue.
Hypothetically we could go back and forth in a “he said, she said” about whether
or not the downstairs unit was ever occupied by myself, a contractor, a
fictitious boyfriend or anyone else but I stand by my conclusion that if the
owners truly believed that were the case they would not have recanted their
accusations and requested to continue working with my company. In regard to the
“obvious signs” of residence in the downstairs, I would like to note that this
unit is unfinished and does not meet basic standards which would permit any
type of long-term stay. There are no appliances, heating, carpeting or other
floor finishings, light coverings, window coverings or even basic sanitary
facilities.
HVV's concerns regarding potential break-ins WERE
relevant in that they posed a security risk to the home and a safety risk to
our guests. Furthermore, potential burglaries or break-in during guest stays
are a huge liability to the homeowner. The break-in which occurred during our
partnership with the previous owner did in fact take place during a guest stay
and caused the guest to threaten (but ultimately not pursue) legal action. By
the same token, Mr. [redacted] and Ms. [redacted] are not sufficiently insured to
cover themselves or a third party in the event of such an incident, which in
and of itself would pose sufficient reason to immediately terminate any
agreement, verbal, written or otherwise to book their home.
I reiterate that multiple attempts to contact the homeowner
via phone AND email went unanswered. I am not aware of the current connectivity
state of their phone number but when it was relevant the owners declined to
respond to our requests for a new number or a response via email to discuss
matters relating to the home.
Hawaii Volcano Vacations was not obligated to notify
homeowners of our non-compliant status because we were working directly with
the DCCA and our attorney to resolve the issue. At no point was I ever issued a
cease and desist request from the DCCA and it is not illegal to continue to
operate under a non-compliant status while such issues are being resolved.  A real estate salesperson license is always
listed as inactive until such time as the salesperson is able to negotiate an
agreement to work under the supervision of a broker. As such, the fact that my
license was inactive is irrelevant and does not constitute any wrongdoing
toward the homeowner.
Aurelia G[redacted] is not and has never been an employee of
Hawaii Volcano Vacations. In fact, there has never been an employee of this
company and I have always been a sole proprietor, periodically utilizing the
services of licensed and registered independent contractors. Aurelia does have
power of attorney and is noted as an agent on my accounts due to my frequent
absences, but any and all decisions about the structure and workings of the
company are made by myself alone. Hence, any and all suggestions that we would
continue to work with Mr. [redacted] and Ms. [redacted] (after THEIR expressed
desire to terminate our relationship) on the part of anyone associated with my
company are not valid or binding.
As per the email from Mr. [redacted] dated October 25, 2016: “Thank
you for your email. Initially, we considered changing to another vacation
rental management company because of the concerns you addressed. However, after
talking at some length with with your mom, who explained everything is
legitimate and our concerns unnecessary, we see no reason to change companies
at this time.” I reiterate that these are not the words of a party convinced of
the misconduct of another.
Any and all booking practices by Hawaii Volcano Vacations fall
under the standards and norms of the industry. I have spoken to my marketing
manager since Ms. [redacted] contacted [redacted] to discuss their misconceptions
of these practices and have since resolved any misunderstandings. As per the
request of the homeowner, our [redacted] listing for [redacted] was
immediately deactivated but no further action was taken in regard to the
stipulated “misconduct” on our part by [redacted]. Furthermore, any dealings with a third party
company, which has expressed no desire to terminate our partnership, notwithstanding
the unfounded insistence of wrongdoing on the part of former clients, is also
of no consequence.
This entire complaint process is in fact due to the baseless
accusations that Mr. [redacted] and Ms. [redacted] continue to make. At such time as
they had concerns about the management of their property, they could have
returned my calls (or emails) to discuss them or to set up a meeting. Instead,
they booked the home under false pretenses, filmed our cleaning contractor in
her work environment, without her knowledge and despite a reasonable
expectation of privacy, and proceeded to call both her and my mother a host of
names while threatening police intervention once they had drawn their own conclusions.
I am not sure of Ms. [redacted]’s understanding of the word “accusation” but in
mind this quite aptly fits the bill. Their presumption that I would continue to
work with a party which so grossly violated the norms of decency and good faith
simply because they withdrew said accusations after the fact is of no
consequence to me and any loss which they have suffered as a result of THEIR
decision to terminate our partnership is their sole responsibility. I am not,
nor have I ever been, obligated to honor any bookings after the expressed
desire of one party to terminate our partnership, nor to proceed with the
dissolution of said partnership under their terms.
 Yours faithfully, Joey G[redacted]Hawaii Volcano Vacations

Additional Information:Two years ago we bought a vacation rental, [redacted], in Volcano, Hawaii. The upstairs is rented out and the downstairs was unfurnished, locked and not part of any rental contract. The home was managed by Hawaii Volcano Vacations. We lived on the mainland and over the...

past two years we spoke periodically with the manager, Aurelia G[redacted], via phone re issues related to the upkeep and maintenance of the home - eg. updating appliances, artwork, repairs, etc. We began to suspect the management company was allowing people to reside in the downstairs without our knowledge or permission and booked a flight to Volcano through a friend, so as not to tip off management. That evening we drove over to [redacted], and saw blinds in the windows and furniture inside - a bed, extra mattress, shelving, several chairs, radio, lamps, tables, carpets, pictures, personal items and shoes. On Oct 18 we met a housekeeper, [redacted], who came by with a truck[redacted]d of belongings she was moving into the downstairs. I followed her inside and she gave me a tour, talking about the people who have lived there: Joey G[redacted] (Aurelia's daughter,) a housekeeper with boyfriend and now her. [redacted] was bringing in her own personal items and stated she would only be staying until June when Joey, who was in Chile, would be back and resume living there. They planned to paint the floor beige. I recorded the entire encounter and have it available to show upon request. We confronted Aurelia about this and she explained she invited people to live downstairs because of past break ins and solely for our benefit. She stated she couldn't contact us because our phone had been disconnected when we moved in June. This was not true. We gave our phone number the same day it was requested months ago and she could have emailed us anytime. There were no police reports of break ins durning the time we have owned the home and it was at Aurelia's suggestion we canceled the [redacted] service in 2015 as she told us it was unnecessary.We own [redacted], a home we use as a vacation rental. We discovered the vacation rental management company we've been using for the past two years, Hawaii Volcano Vacations, has been operating under an inactive license. Our attorney informed us it was not legal for them to be managing our home. When we confronted Aurelia G[redacted], she initially stated they did have a license, then said her daughter Joey, who is now the owner of Hawaii Volcano Vacations, has a real estate license and that was sufficient. We countered that we learned Joey's real estate license was not sufficient unless she worked under a broker. At the time we bought the home two years ago this company was managing the place and we believe it was licensed and at no time were we notified they didn't have oneDesired Outcome Cont.:We are asking for $5,000 in back rent. We cannot be sure when they started having people stay in our home and they are certainly not going to admit anything at this point (we asked and they refused to say) yet by one a resident's admission multiple people resided there over a period of time without our knowledge or permission.We feel one year is certainly a reasonable estimate since they managed the property for the past two years.I want it on record this company is operating under an inactive license.

Complaint: [redacted]
I am rejecting this response because:
[redacted]
[redacted]   Hi [redacted]. Here is our response to Joey's (Hawaii Volcano Vacations) response to our initial complaint: Some clarification is in order: *The original contract we signed two years ago does not designate the downstairs as a vacation rental and it had never been used as such. No authorization was ever given to use the downstairs as a dwelling for employees or contractors. It was exclusively for ourselves and this was conveyed to HVV. The key was provided to them in the event of a plumbing, propane or fire emergency and this was made clear when we provided it.  *For well over a year guest reviewers periodically mentioned owners/managers living downstairs. most recently from a guest who stayed there this past June ("The property manager lives quietly on the lower level, and was very welcoming.") From these reports, as well as upon inspection of the downstairs on Oct 12, it was obvious the unit had been resided in for a length of time. The video/audio recording we have in our possession of [redacted], the housekeeper, confirms this in her statements regarding a succession of people living there.  She reported a past housekeeper, [redacted], whom as well as the owner, Joey, who would again be staying there when she returned next June. We have this video/audio available to show. We've since learned [redacted] lived there with her boyfriend. * HVV's concerns re potential break ins was never conveyed nor are they relevant. They allowed people to live downstairs without our knowledge or permission. We certainly would never have given our consent to this. *While our home phone was briefly disconnected our email never changed and our correspondence continued uninterrupted. Joey emailed a request for it Sept 29 at 3:50am and we provided it via an email sent Sept 29 at 6:35am. We have the emails available to show. *We were never informed of the fact they were operating under an inactive license until informed by our attorney. *Upon meeting with the manager, Aurelia, we initially all agreed to an amicable parting when the current bookings were satisfied. There were approximately three months of heavily booked reservations and we mutually agreed to honor these while not booking any more through HVV at which point another company would pick up. As days went by and we spoke further Aurelia promised to refrain from contacting guests booked through third party agencies, encouraging them to cancel and rebook through HVV directly, and said she would not be using [redacted] again. She assured us they were working on renewing their license and expected it renewed by the end of December. She seemed sincere and at that point we agreed to hold off on changing companies provided these changes were made and the bookings honored.   When we got Joey's Oct 24 email stating the relationship was terminated effective immediately and all bookings moved elsewhere we thought perhaps Aurelia hadn't updated her so emailed Joey back and gave the updates. Meanwhile Aurelia continued during her visits as though our agreement was in place. We thought everything was copacetic until receiving Joey's next email of Nov 1 clarifying our relationship was terminated and all bookings moved to other homes. Nov 2 we sent an email to Joey expressing our disappointment and surprise, reminding her we had an agreement with Aurelia that, in the event of the termination of our relationship there would be a smooth transition, that current bookings would be honored while another company would handle new ones, that we had been so impressed with Aurelia's sincerity we had decided to continue with them and that we were sad to have our trust misplaced yet again. We put her on notice we would be taking further action. Nov 2 we received an email from Joey and stipulating Aurelia was not an employee and had no authority over bookings or relationships  [despite Aurelia being listed both on our contract and the DCCA as manager, the sole person we dealt and made arrangements with for two years, the person who allowed people to move into the downstairs, hired and fired people.] We have the emails to show.  At no time did we make "accusations" toward anyone connected to HVV nor have we ever stated our concerns were "unfounded." Their abrupt removal of three months of bookings has cost us thousands of dollars. All because we brought to their attention the illegal housing of employees in our home, operating under an inactive license and their practice of encouraging guests to cancel bookings made through third party agencies for a free day. We could have taken these actions as soon as we learned of them. Instead, we made the mistake of attempting to work with them to rectify what we could.  This was unsuccessful and so we are taking these actions now.   Sent from my [redacted]
Sincerely,
[redacted]