Head for Orlando, LLC

please see the attached letter from the pest control inspection stating no bed bugs were found.*Background*Head for Orlando LLC is small, local business located in Marysville, Ohio who acts a booking agent, advertising and facilitating reservations, for multiple property managers in the greater
Orlando area of Florida as well as the Seacrest Beach areaHead for Orlando does not own any vacation properties, does not contract directly through property owners, nor directly manages any of the vacation propertiesHead for Orlando operates similar to Hotels.com in that Hotels.com advertises hotels and rooms on their website as well as other advertising websites, then facilitates the reservations, but does not own or manage any of the hotels.*Timeline of Events*On 3/22/*** *** sent an online inquiry via TripAdvisor for a home we advertise on VacationHomeRentals.comShe reserved her original home on 3/22/via my website HeadForOrlando.com and paid the $non-refundable deposit on 4/1/via checkOn 8/18/she emailed requesting to cancel her original reservation and transfer the $non-refundable deposit to a different property, which Head for Orlando allowedOn 9/29/she emailed requesting to cancel her second home and transfer her original $non-refundable deposit to a third home, which Head for Orlando allowed on 9/30/after she decided upon a third homeOn 10/2/she changed her payment type to credit card and paid the balance of the third homeHer reservation was for 11/9/to 11/13/for *** ***- ***.On 11/13/at 1:53AM (the last day of her reservation), she contacted Head for Orlando via emailIn her email she stated her concerns about bed bugs in the villa, that she had spoken with management on the phone, that a female told her that the box springs on the side of the driveway were there because the beds were being upgraded, however there were several instances of bites found on their bodies as well as bed bugs in the bed and she took picturesShe stated that she made several phone calls on Saturday but was unable to reach anyone or leave a messageTo be clear, her email received on 11/13/was the first time she contacted Head For OrlandoSecond, we have evidence of no missed calls or voicemails left from her phone numbers on file in addition to evidence of other guests leaving voicemails that weekend proving that our toll free number was workingAny communication she had with anyone prior to the email to Head for Orlando on 11/13/2017, was with management.On 11/13/2017, after receiving the complaint, Head for Orlando followed our standard procedure for property issues and emailed the management staff for the houseat 7:AMThe management staff are not a employees of Head for Orlando and work with the property managers directly to facilitate resolution of property issues.On 11/14/at 10:13AM, *** *** emailed Head for Orlando for a second time regarding her concerns about the bed bugs, box springs, a hot tub issue, other unnamed issues, and requested a full refundShe also requested the property be inspected by pest control, to be present at the inspection, and receive a copy of the inspection reportAt 8:22AM on 11/14/Head for Orlando again followed protocol and contacted the house management staff regarding her concernsHead for Orlando also replied to *** *** confirming we had contacted management regarding her concernsAt 10:AM on 11/14/we contacted *** *** for photos of her concerns per management's requestAt 4:PM on 11/14/Head for Orlando emailed *** *** a copy of the pest control report from Pioneer Pest Control dated on 11/13/(the same day she checked out and emailed her complaint) stating that they did not find any evidence of bed bugs at the propertyAt 6:PM on 11/14/*** *** emailed a third time stating that the letter was not what she requested, that she had photo evidence, and that she would be seeking legal counsel if a full refund was not issued for exposing her and her guests to injury and stressAt 5:PM on 11/14/Head for Orlando notified the house management staff regarding ***'s statementThey did reply to Head for Orlando at 6:PM regarding the situationAt 7:PM on 11/14/Head for Orlando emailed *** *** that pest control did not find evidence of bed bugs on 11/13/2017, the afternoon of the day she checked out, there was nothing further that could be done.On 11/15/at 2:05PM *** *** emailed Head for Orlando asking for the contact information who was in chargeAfter notifying the house management staff, because no bugs were found by Pest Control, Head for Orlando was not provided nor permitted to share managements contact information and therefore Head for Orlando shared our contact information, which the guest already had as it is listed in numerous locations including the rental contractAt 4:PM on 11/15/*** *** emailed stating that she would be listing Head for Orlando as responsible and filing her complaint against Head for Orlando since she paid Head for Orlando and was not provided the contact information for managementAt 4:PM on 11/15/*** *** emailed Head for Orlando asking if we thought the photos were fakeAt 4:PM on 11/15/Head for Orlando replied that we had not been provided any photo evidence and requested the photos in a separate email at 4:PM on 11/15/At 5:PM on 11/15/*** *** emailed a total of photos in a PDF document; the photos were not time or date stampedAt 6:PM on 11/15/the photos were forwarded to the house management staff by Head for Orlando.At 11:AM on 11/17/*** *** wrote Head for Orlando asking why it was taking so long to receive a resolutionAt 11:AM on 11/17/Head for Orlando replied to *** *** that pest control did not find evidence of bed bugs upon inspection on her last day at the home and that the home was inspected by management several times with no evidence of bed bugs as well, therefore as nothing was found, nothing more could be done.On 11/18/2017, *** *** filed a complaint against Head for Orlando both with the Revdex.com of Central Ohio.*Response*Head for Orlando is a booking agent for multiple property managers in the greater Orlando area, including the manager of the home *** *** rented through Head for Orlando for 11/9/to 11/13/- *** ***-***Head for Orlando does not directly manage any of the homes we help rentIn our terms and conditions it does state that there are separate on-site property managers in addition to our location being in Marysville, Ohio and not in Orlando, FloridaAs we do not directly manage the home, there is a protocol in place for guest concerns to be directed to the house management staff who then facilitates their resolution with the property managerThis was explained to *** *** multiple times and she acknowledges that we are not the managers of the property in her complaint.From the timeline above, Head for Orlando acted promptly in responding to all of *** *** emailsHer email sent on 11/13/(last day of her stay) was the first communication Head for Orlando received from *** *** regarding her concerns about bed bugsThe management staff of the house was notified promptly on 11/13/regarding *** *** concerns and a third party pest control company, Pioneer Pest Control, inspected the home and found no evidence of bed bugs that same day 11/13/On 11/14/the pest control inspection and report that she requested were provided to her (see attached document) which she could have verified their findings by contacting them directlyIt would not be possible for *** *** to be present at the pest control inspection and have the home inspected promptly as the home is located in Davenport, FL (greater Orlando area) and *** *** lives in ***, *** *** (miles), in addition to this not being standard protocol for rental properties and the cost associated with this requestSince her departure on 11/13/2017, ***-*** has been occupied on a daily basis by three other guests, including a guest currently in the home, and none have reported any concerns with bed bugs or other infestationsThe property manager of the home schedules routine pest control for the home and confirms they are in compliance per their records of all services to the homePlease note that photos were not provided to Head for Orlando until 11/15/and when provided they were in a PDF document with no time or date stampIn addition, *** *** did not provide any other documentation of beg bugs nor any validated documentation of bed bug bites like a physician's evaluation.Please let me know if you have any further questions and the next steps to be taken regarding this complaintI look forward to hearing from you.*Thank you from: The Head for Orlando Team*

I am rejecting this response because: Ms*** and her Company Head for Orlando refuse to acknowledge the fact that their PAYING CUSTOMERS had a bad experience! It really doesn't matter if the so called inspection report they came up with immediately after we left miraculously showing no Bed Bugs, when clearly and absolutely there were in deed was a bed bug infestation not only in the beds but also the carpets and clearly it was already an existing issue because when we arrive to check-inThere were box spring mattresses outside on each side of the rental which stayed there the entire weekendIt is absolutely unacceptable that Ms*** thinks that her company has NO responsibility in our bad customer service and poor lodging experienceThen to add insult to injury she continues to not acknowledge the fact that the beg bugs were in the home while we were there and that were suffered injury and we have photographs is just deplorable for any business associated in this transactionWe are the customers, we are the victims and what Ms***, Head for Orlando, and the Management Company that she is an Agent for is doing is victimizing the victimsThey have to acknowledge that what happened to us in their rental property was wrong! Their lack of accountability is unacceptable especially when they were unwilling to provide the contact information of the management company who was responsible for issuing our refundThe only party I ever had contact with was Ms*** and Head for Orlando and they are they company who I made payment with, so I am seeking resolution with Head for Orlando