Lake Havasu Vacation Rentals & Sales

Their claim of "multiple" attempts to call have been in the form of call since they attempted to fraudulently charge me for claims of damage and stolen property, which came more than a month AFTER leaving the rental propertyAgain, also have phone record to show thisThey did hold my card for a deposit which was returned in full, unlike their statement of "no charges and no returns were made." I closely monitor all of my credit card usageThey have already been sued in small claims court for similar situations and I have personally been in contact with some one who is in the process of another small claims against them for same disputesThere is a definitive pattern of this company charging the renters most if not all of the security deposit on fraud claims of stolen property among other things, which personally is offendingAny attempt from this company attempting to charge me will result in ANOTHER small claims case for themThe only resolve to this will be this company being investigated for their criminal business practices

We made multiple attempts to reach [redacted] in regard to concerns found at the rental property The security deposit was in the form of an authorization only on his credit card No funds were ever taken out of his account or returned to him Each attempt to reach him by phone was in veinhe has no voicemail set up We did make one final attempt by email detailing what the charges would be & the fact that we had been trying to reach him to discuss the matter He did respond backby email We tried to contact him again by phone so that we could discuss the missing & damaged items and extra cleaning Again no voicemail and no return call from himThe charges were as follows: carpet stains by the pool table Owner was ok with a credit of $so the entire home would not have to be cleaned The maid charged $extra cleaning Light outlet was broken$credit to owner The vase at the front door entrance was missing as well as a pillow and matching sham for the main master bed Owner willing to take a credit of $for vase & $for missing pillow & sham (very reasonable considering owner will have to purchase new bed set) The worst damage was what was found in the garagewhat should have been a simple trash cleanup (which our company probably would have paid for) ended up being much worse My maintenance man found human feces everywhere in the garage He couldn't handle the smell so we had to call another maintenance man who went in with a mask and had to clean up and sanitize the entire garage This has to be done with human waste as it is a health issueCost for cleanup and sanitation $ Last there is our $processing fee to complete the paperwork, follow up, bookkeeping etc To date [redacted] has not been charged for any of the above Our company does not like to charge a customer for anything until we give them a chance to discuss the issues at hand In this case we were also trying to see if they had the pillow, sham and vase that were missing and this could then be subtracted from the amount due We would welcome a phone call from [redacted] so that we can resolve this issue in an amicable fashion Until then we will hold his case open on file and no charges will be assessed to his card If you have any questions please give us a call

Our company & the owner have decided not to pursue this matter any further & absorb the damages from ** ***. I do want to reiterate that ** ***'s card was never "charged". He is confusing an "Auth Only" (verifying funds) for the Security to hold on file. This "hold" drops off automatically in to weeks depending on his own bank. Our company does not like to charge our gueststhis is not our policy. Our decision does not mean that ** *** is not guilty of all the damage donequite the contrary. We have all the documentation, pictures, phone logs, multiple witnesses & much more to support our claims. In this situation it is not worth our time & expense to go any furtherhowever, due to ** ***'s behavior both during his stay & his conduct afterwards he will no longer be welcome to book with our company & will be flagged as a "bad tenant". We network with all property managers in Lake Havasu & they will be informed of his actions so that they can make their own decision regarding ** ***. If ** *** chooses to continue to post accusations & statements regarding our company we may revisit this issue & take appropriate actions. Thank you for allowing us to respond to ** *** & close out this complaint as resolved. You are correctcustomer satisfaction is of utmost importance to our company. We would not be in this line of business for over years & hold the status of being the largest Vacation Rental firm in Lake Havasu if this was not the case Unfortunately there are those that do not respect the property of otherswhich is why Property Managers have had to resort to rental contracts several pages long to cover the behavior of those like ** ***. Even then, as in this case, this seems to be not enough

We made multiple attempts to reach [redacted] in regard to concerns found at the rental property.  The security deposit was in the form of an authorization only on his credit card.  No funds were ever taken out of his account or returned to him.  Each attempt to...

reach him by phone was in vein... he has no voicemail set up.  We did make one final attempt by email detailing what the charges would be & the fact that we had been trying to reach him to discuss the matter.  He did respond back.... by email.  We tried to contact him again by phone so that we could discuss the missing & damaged items and extra cleaning.  Again no voicemail and no return call from him. The charges were as follows:  carpet stains by the pool table.  Owner was ok with a credit of $50 so the entire home would not have to be cleaned.  The maid charged $25 extra cleaning.  Light outlet was broken... $20 credit to owner.  The vase at the front door entrance was missing as well as a pillow and matching sham for the main master bed.  Owner willing to take a credit of $20 for vase & $50 for missing pillow & sham (very reasonable considering owner will have to purchase new bed set).  The worst damage was what was found in the garage... what should have been a simple trash cleanup (which our company probably would have paid for) ended up being much worse.  My maintenance man found human feces everywhere in the garage.  He couldn't handle the smell so we had to call another maintenance man who went in with a mask and had to clean up and sanitize the entire garage.  This has to be done with human waste as it is a health issue. Cost for cleanup and sanitation $120.   Last there is our $25 processing fee to complete the paperwork, follow up, bookkeeping etc.  To date [redacted] has not been charged for any of the above.  Our company does not like to charge a customer for anything until we give them a chance to discuss the issues at hand.  In this case we were also trying to see if they had the pillow, sham and vase that were missing and this could then be subtracted from the amount due.  We would welcome a phone call from [redacted] so that we can resolve this issue in an amicable fashion.  Until then we will hold his case open on file and no charges will be assessed to his card.  If you have any questions please give us a call.

Their claim of "multiple" attempts to call have been in the form of 1 call since they attempted to fraudulently charge me for false claims of damage and stolen property, which came more than a month AFTER leaving the rental property. Again, also have phone record to show this. They did hold my card for a deposit which was returned in full, unlike their statement of "no charges and no returns were made." I closely monitor all of my credit card usage. They have already been sued in small claims court for similar situations and I have personally been in contact with some one who is in the process of another small claims against them for same disputes. There is a definitive pattern of this company charging the renters most if not all of the security deposit on fraud claims of stolen property among other things, which personally is offending. Any attempt from this company attempting to charge me will result in ANOTHER small claims case for them. The only resolve to this will be this company being investigated for their criminal business practices.

We made multiple attempts to reach [redacted] in regard to concerns found at the rental property.  The security deposit was in the form of an authorization only on his credit card.  No funds were ever taken out of his account or returned...

to him.  Each attempt to reach him by phone was in vein... he has no voicemail set up.  We did make one final attempt by email detailing what the charges would be & the fact that we had been trying to reach him to discuss the matter.  He did respond back.... by email.  We tried to contact him again by phone so that we could discuss the missing & damaged items and extra cleaning.  Again no voicemail and no return call from him. The charges were as follows:  carpet stains by the pool table.  Owner was ok with a credit of $50 so the entire home would not have to be cleaned.  The maid charged $25 extra cleaning.  Light outlet was broken... $20 credit to owner.  The vase at the front door entrance was missing as well as a pillow and matching sham for the main master bed.  Owner willing to take a credit of $20 for vase & $50 for missing pillow & sham (very reasonable considering owner will have to purchase new bed set).  The worst damage was what was found in the garage... what should have been a simple trash cleanup (which our company probably would have paid for) ended up being much worse.  My maintenance man found human feces everywhere in the garage.  He couldn't handle the smell so we had to call another maintenance man who went in with a mask and had to clean up and sanitize the entire garage.  This has to be done with human waste as it is a health issue. Cost for cleanup and sanitation $120.   Last there is our $25 processing fee to complete the paperwork, follow up, bookkeeping etc.  To date [redacted] has not been charged for any of the above.  Our company does not like to charge a customer for anything until we give them a chance to discuss the issues at hand.  In this case we were also trying to see if they had the pillow, sham and vase that were missing and this could then be subtracted from the amount due.  We would welcome a phone call from [redacted] so that we can resolve this issue in an amicable fashion.  Until then we will hold his case open on file and no charges will be assessed to his card.  If you have any questions please give us a call.

We made multiple attempts to reach [redacted] in regard to concerns found at the rental property.  The security deposit was in the form of an authorization only on his credit card.  No funds were ever taken out of his account or returned...

to him.  Each attempt to reach him by phone was in vein... he has no voicemail set up.  We did make one final attempt by email detailing what the charges would be & the fact that we had been trying to reach him to discuss the matter.  He did respond back.... by email.  We tried to contact him again by phone so that we could discuss the missing & damaged items and extra cleaning.  Again no voicemail and no return call from him. The charges were as follows:  carpet stains by the pool table.  Owner was ok with a credit of $50 so the entire home would not have to be cleaned.  The maid charged $25 extra cleaning.  Light outlet was broken... $20 credit to owner.  The vase at the front door entrance was missing as well as a pillow and matching sham for the main master bed.  Owner willing to take a credit of $20 for vase & $50 for missing pillow & sham (very reasonable considering owner will have to purchase new bed set).  The worst damage was what was found in the garage... what should have been a simple trash cleanup (which our company probably would have paid for) ended up being much worse.  My maintenance man found human feces everywhere in the garage.  He couldn't handle the smell so we had to call another maintenance man who went in with a mask and had to clean up and sanitize the entire garage.  This has to be done with human waste as it is a health issue. Cost for cleanup and sanitation $120.   Last there is our $25 processing fee to complete the paperwork, follow up, bookkeeping etc.  To date [redacted] has not been charged for any of the above.  Our company does not like to charge a customer for anything until we give them a chance to discuss the issues at hand.  In this case we were also trying to see if they had the pillow, sham and vase that were missing and this could then be subtracted from the amount due.  We would welcome a phone call from [redacted] so that we can resolve this issue in an amicable fashion.  Until then we will hold his case open on file and no charges will be assessed to his card.  If you have any questions please give us a call.

Their claim of "multiple" attempts to call have been in the form of 1 call since they attempted to fraudulently charge me for false claims of damage and stolen property, which came more than a month AFTER leaving the rental property. Again, also have phone record to show this. They did hold my card for a deposit which was returned in full, unlike their statement of "no charges and no returns were made." I closely monitor all of my credit card usage. They have already been sued in small claims court for similar situations and I have personally been in contact with some one who is in the process of another small claims against them for same disputes. There is a definitive pattern of this company charging the renters most if not all of the security deposit on fraud claims of stolen property among other things, which personally is offending. Any attempt from this company attempting to charge me will result in ANOTHER small claims case for them. The only resolve to this will be this company being investigated for their criminal business practices.

Our company & the owner have decided not to pursue this matter any further & absorb the damages from [redacted].  I do want to reiterate that [redacted]'s card was never "charged".  He is confusing an "Auth Only" (verifying funds) for the Security to hold on file.  This "hold" drops off automatically in 1 to 2 weeks depending on his own bank.   Our company does not like to charge our guests... this is not our policy.  Our decision does not mean that [redacted] is not guilty of all the damage done... quite the contrary.  We have all the documentation, pictures, phone logs, multiple witnesses & much more to support our claims.  In this situation it is not worth our time & expense to go any further... however, due to [redacted]'s behavior both during his stay & his conduct afterwards he will no longer be welcome to book with our company & will be flagged as a "bad tenant".   We network with all property managers in Lake Havasu & they will be informed of his actions so that they can make their own decision regarding [redacted].  If [redacted] chooses to continue to post false accusations & statements regarding our company we may revisit this issue & take appropriate actions.  Thank you for allowing us to respond to [redacted] & close out this complaint as resolved.  You are correct... customer satisfaction is of utmost importance to our company.  We would not be in this line of business for over 25 years & hold the status of being the largest Vacation Rental firm in Lake Havasu if this was not the case.  Unfortunately there are those that do not respect the property of others... which is why Property Managers have had to resort to rental contracts several pages long to cover the behavior of those like [redacted].  Even then, as in this case, this seems to be not enough.

Review: Failure to list and market our property despite contract obligations and significant charges. They signed us up to handle renting our home, charged us $4,000+for cleaning, repairs and improvements (some of which not done), never listed the property on their website all year despite our sending photos, charged us for a "virtual tour" we never saw, lost the custom made cushions for our patio furniture, let the place fall into disrepair, etc. Failure to communicate throughout the contract period and continuing. It was sometimes months before they would respond to a call or email. They acknowledge the problems but still won't act or communicate.Desired Settlement: Cover cost of lost cushions and other damages- $2,000+

Refund unnecessary charges and unperformed services (stairway removal, virtual tour, non-function ing door locks, etc.) $1,000+