Hawaiis4me Vacation Rentals & Property Management Inc.

Complaint: ***
I am rejecting this response because:Both the tone and content of the response are completely unacceptableWe have tried very hard to work with the property management company to resolve these issues prior to filing our complaint with youIn fact, we provided them almost five weeks to resolve these issues which were reported when we returned the access card the day after check-inWith respect to the denials regarding the issues raised, I have attached photos of the dead insects and dirty appliances at *** *** Unit LI have also attached a photo of the large overhead light in the kitchen which did not function for almost a month of our stay.With respect to their phone logs, the first three times that I spoke with their staff following chewere not over the phoneThey were in-person in their office, including the day after we checked-inAt that point, we were simply trying to get these issues resolvedWe did not think that we needed to have written correspondence with the property management company as evidence of our outreachWe took them at their word that they would fix these problemsIt was only after they failed to act for weeks that we sent them written correspondence. So, the phone logs are rather irrelevant. With respect to the parking situation, we were never told that the owner of the unit was storing their car in the allotted space for the unit prior to moving into the propertyWe only learned that after we were provided a written warning from the association that our car would be towed for parking in the guest parking space that we were instructed to use by the property management companyWhen we were asked why we were not parking in the allotted space, we checked with the property management company and their staff told us that the reason that we had been instructed not to use the allotted space was because the owner was storing their car in the allotted spaceThat was three weeks after we moved into the propertyWhen we shared this information with the association, we were told that it was a violation for the owner to be storing their car on-site and that the property management company should have known that since they have multiple units on the property.With respect to seeking compensation, we did not ask for any form of compensation during the first half of our stayIt was not until more than four weeks into our stay when the issues described still had not been resolved that we filed a complaint with you or requested some form of compensationThat seemed reasonable given that the issues described and the failure of the property management company to take responsibility and fix them.In summary, prospective clients should be aware that the response provided by the company is indicative of the sort of bullying treatment that we received from the moment that we raised the serious issues with our stay with their managementInstead of taking responsibility for their mistakes, their management was rude and condescendingIf they had simply addressed these issues and taken responsibility for past mistakes, there would never have been a complaint in the first place
Sincerely,
*** ***

We are very sorry that this complaint has arrived in your office. We have tried to work with the guest. As always there are two sides to every story.The first complaint came from the guest via speaking to our secretary and vacation rental booking agent in the parking lot on a Friday
evening after hours. He mentioned that thelight was not working and would she get someone to fix it. This of course never made it to the office as it was the weekend and she forgot - we have now put measures in place that any tenant orguest approaching staff anywhere but in the office they are to say we can only address your issues in the office during work hours. There was no mention at the time of bugs which of course isnot what the client had said in his email.He then called to let us know that there were ants and cockroaches in the unit. We then made arrangements to have pest control go in....the client made attendance very difficult as could only beduring certain hours which did not work with Pest Control, they finally managed between both parties to get them in. Upon inspection, the pest control people could not find any cockroaches or ants.Which of course goes with what we had thought as we just had guests check out days prior to that and they loved the unit. Of course with the rains we have had, we have since found out that it wascarpenter ants which come out with the weather and live in the walls, so nothing that could be detected as an everyday occurrence. The client then states stove hadn't been cleaned (which was actually something sticky in a stove pan, which were replaced). Then all of a sudden he says everything was dirty (not sure why this tookweeks for the complaint about this. We have professional cleaners clean the units between guests, everytime!. I do have a time log on our phone that records everything, so although the tenant movedin on April (per his email) the first contact we got from the tenant was 05/05/if the unit was in such bad shape why did it take him days to make the 1st call. Then we show all the back andforth calls on May - May trying to get pest control in. The next issue was the handyman - he did inspect the light and informed the tenant that he would have to purchase a new one and it would take a few days. He went on a Thursday to look at the lightand installed it the next week. From our standpoint with vendors that is not an unusual timeline. It was not another week. He did state that we reached out via email him about the appointment as heas not answering the phone and yes although he did confirm, our office was closed, so it was not scheduled, we were trying to make arrangements for a time for the vendor. The parking space was discussed with the client prior to him even renting the condo. When he was issued a parking warning, I personally immediately called the property manager and he was dispatchedto the condo immediately that evening to apologize as it was tagged on the wrong car. This has nothing to do with our company it is up to the onsite managers. He was checked in by the property managersof the *** *** condominium complex. When the handyman was there he said that he was having issues with the door, nothing was ever said about this prior to the client writing this email. It was then taken care of. NO ONE EVER SDAID the ownersrenovated the unit themselves and cut corners. This unit was just purchased by the owners and put into our vacation rental program. We have had other guests in and also the owners themselves stayed inthe unit for a couple of months. We have met with the client and tried to see what we could do to try and make things right with him, but that got us no where. I feel that our properties are some of the best taken care of units on the island.Our daily involvement with all our units (over 125) is above what most companies provide. I do welcome anyone from the Revdex.com to come and look at the unit, I believe you will find it to bevery nice it was newly painted, carpets, very nice new furniture, updated bathroom, etc. We really do take issues seriously, but feel this client has been somewhat exaggerating what has gone on in an attempt to get cash from us. He has told us numerous stories about what he is doing here, why he ishere and seems everyone that he has talked to has had different things told to them. I would appreciate that you not share my letter with the client as he also reported us to Reco and if this ends up going to court I do not want the client to know about our phone system and how it records all the calls, etc. Please do not hesitate to call me if you have any questions. Sorry I didn't get this to you yesterday, but my mother in Canada has been in and out of the hospital for the past week and I will also be leaving this week, butam accessible via my cell phone. ***. sincerely,Valerie H***Hawaiis4me, inc. ps - I have tried to go back and review what I wrote, but the system won't let me. Sorry for any grammar or spelling mistakes

Complaint: [redacted]
I am rejecting this response because:
Both the tone and content of the response are completely unacceptable. We have tried very hard to work with the property management company to resolve these issues prior to filing our complaint with you. In fact, we provided them almost five weeks to resolve these issues which were reported when we returned the access card the day after check-in.
With respect to the denials regarding the issues raised, I have attached photos of the dead insects and dirty appliances at [redacted] Unit L206. I have also attached a photo of the large overhead light in the kitchen which did not function for almost a month of our stay.
With respect to their phone logs, the first three times that I spoke with their staff following check-in were not over the phone. They were in-person in their office, including the day after we checked-in. At that point, we were simply trying to get these issues resolved. We did not think that we needed to have written correspondence with the property management company as evidence of our outreach. We took them at their word that they would fix these problems. It was only after they failed to act for weeks that we sent them written correspondence. So, the phone logs are rather irrelevant. 
With respect to the parking situation, we were never told that the owner of the unit was storing their car in the allotted space for the unit prior to moving into the property. We only learned that after we were provided a written warning from the association that our car would be towed for parking in the guest parking space that we were instructed to use by the property management company. When we were asked why we were not parking in the allotted space, we checked with the property management company and their staff told us that the reason that we had been instructed not to use the allotted space was because the owner was storing their car in the allotted space. That was three weeks after we moved into the property. When we shared this information with the association, we were told that it was a violation for the owner to be storing their car on-site and that the property management company should have known that since they have multiple units on the property.
With respect to seeking compensation, we did not ask for any form of compensation during the first half of our stay. It was not until more than four weeks into our stay when the issues described still had not been resolved that we filed a complaint with you or requested some form of compensation. That seemed reasonable given that the issues described and the failure of the property management company to take responsibility and fix them.
In summary, prospective clients should be aware that the response provided by the company is indicative of the sort of bullying treatment that we received from the moment that we raised the serious issues with our stay with their management. Instead of taking responsibility for their mistakes, their management was rude and condescending. If they had simply addressed these issues and taken responsibility for past mistakes, there would never have been a complaint in the first place.
Sincerely,
[redacted]

We are very sorry that this complaint has arrived in your office.  We have tried to work with the guest.  As always there are two sides to every story.
The first complaint came from the guest via speaking to our secretary and vacation rental booking agent in the parking lot on a...

Friday evening after hours.  He mentioned that thelight was not working and would she get someone to fix it.  This of course never made it to the office as it was the weekend and she forgot - we have now put measures in place that any tenant or
guest approaching staff anywhere but in the office they are to say we can only address your issues in the office during work hours.  There was no mention at the time of bugs which of course is
not what the client had said in his email.
He then called to let us know that there were ants and cockroaches in the unit.  We then made arrangements to have pest control go in....the client made attendance very difficult as could only be
during certain hours which did not work with Pest Control, they finally managed between both parties to get them in.  Upon inspection, the pest control people could not find any cockroaches or ants.
Which of course goes with what we had thought as we just had guests check out days prior to that and they loved the unit.  Of course with the rains we have had, we have since found out that it was
carpenter ants which come out with the weather and live in the walls, so nothing that could be detected as an everyday occurrence.
 
The client then states stove hadn't been cleaned (which was actually something sticky in a stove pan, which were replaced).  Then all of a sudden he says everything was dirty (not sure why this took
weeks for the complaint about this.  We have professional cleaners clean the units between guests, everytime!.  I do have a time log on our phone that records everything, so although the tenant moved
in on April 20 (per his email) the first contact we got from the tenant was 05/05/16 if the unit was in such bad shape why did it take him 16 days to make the 1st call.  Then we show all the back and
forth calls on May 9 - May 12 trying to get pest control in. 
 
The next issue was the handyman - he did inspect the light and informed the tenant that he would have to purchase a new one and it would take a few days.  He went on a Thursday to look at the light
and installed it the next week.  From our standpoint with vendors that is not an unusual timeline.  It was not another week.  He did state that we reached out via email him about the appointment as he
as not answering the phone and yes although he did confirm, our office was closed, so it was not scheduled, we were trying to make arrangements for a time for the vendor.
 
The parking space was discussed with the client prior to him even renting the condo.  When he was issued a parking warning, I personally immediately called the property manager and he was dispatched
to the condo immediately that evening to apologize as it was tagged on the wrong car.  This has nothing to do with our company it is up to the onsite managers.  He was checked in by the property managers
of the [redacted] condominium complex.
 
When the handyman was there he said that he was having issues with the door, nothing was ever said about this prior to the client writing this email.  It was then taken care of.  NO ONE EVER SDAID the owners
renovated the unit themselves and cut corners.  This unit was just purchased by the owners and put into our vacation rental program.  We have had other guests in and also the owners themselves stayed in
the unit for a couple of months.
 
We have met with the client and tried to see what we could do to try and make things right with him, but that got us no where.  I feel that our properties are some of the best taken care of units on the island.
Our daily involvement with all our units (over 125) is above what most companies provide.  I do welcome anyone from the Revdex.com to come and look at the unit, I believe you will find it to be
very nice it was newly painted, carpets, very nice new furniture, updated bathroom, etc.
 
We really do take issues seriously, but feel this client has been somewhat exaggerating what has gone on in an attempt to get cash from us.  He has told us numerous stories about what he is doing here, why he is
here and seems everyone that he has talked to has had different things told to them. 
 
I would appreciate that you not share my letter with the client as he also reported us to Reco and if this ends up going to court I do not want the client to know about our phone system and how it records all the calls, etc.
 
Please do not hesitate to call me if you have any questions.  Sorry I didn't get this to you yesterday, but my mother in Canada has been in and out of the hospital for the past week and I will also be leaving this week, but
am accessible via my cell phone.  [redacted].
 
sincerely,
Valerie H[redacted]
Hawaiis4me, inc.
 
ps - I have tried to go back and review what I wrote, but the system won't let me.  Sorry for any grammar or spelling mistakes.