Revdex.com: I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Business response indicates that they are ok with their customers being billed/collected for amounts that are not commesurate with fair market value of items damaged or missing after a vacation rental.Business suggests that customer communicate directly to the homeowner to resolve, however the business has previously told me that contacting the homeowner is prohibited and that no contact information for the homeowner would be providedI would warn others who are considering doing business with this company that their policies favor homeowners and that customers have no recourse if they feel they have been taken advantage of Regards, [redacted]
Thank you for acknowledging Premier's additional response to customer complaint # [redacted] - [redacted] .There is no evidence of advertisement --please see attached screenshot of sample booking of same property, same dates on our website, that customer bookedClearly the rent and included tax, fees are displayed in the customer's rate quoteIn addition, we contacted [redacted] , our booking software provider, and have a response from our account executiveHis comments regarding booking #***/ [redacted] are posted below:Hello ***,This was an error due to an incomplete integrationIt looks like [redacted] was passing incorrect rates without the mapping file being completed on [redacted] endLet me know if there is anything else that can be done.Thank You, [redacted] Hopefully, the customer can understand the error in his booking Contract went out automatically, again thru the systemPremier recognized the error immediately and contacted customer-Premier never charged his credit cardCustomer was given the correct reservation amount/fees for the luxury home he booked and he declined to payHence we cancelled his booking and he was free to book another property of his choice.Respectfully,Premier Vacation Rentals
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I have never spoken to the owner of this property I do not consider being wrongfully accused of damaging property and questioning this harassment! My request is to receive my full damage deposit as none of this damage was done by myself or anyone in my party Regards, [redacted]
As stated, we have recently refunded a major portion of the damage deposit to the customerThis transaction was completed well within the days allowed by Virginia lawThe owner did not withhold any monies for the stain on the cabinets Photos have been sent to the customer as well as a breakdown of chargesThe owner determines the amount withheld, not us.Regards,Premier
Good afternoonSeeing that the complaint involves "billing or collection issues", this matter is completely out of our handsThe homeowner decides what monies to withhold from guest for any damages, not Premier- this is Commonwealth of Virginia lawPremier followed direction from the owner on what amount to withhold and hence refund the remainder of the damage depositThe homeowner has the money, not Premier.Guest may want to contact the homeowner.Respectfully,Premier Vacation Rentals@SML
This company is trying to take the conversation to unrelated areas, How did this business even find out that I'm from ***, I paid the charges with [redacted] which is American based company, Just for your information, and this has nothing to do with me being from another countryplease stop discriminating this situation.Second thing is we tried to contact this company that does NOT have even the actual location or office and notify them about the smell but no success or respondwe even tried to go to their location provided in their website and we figured out that they don't even have any office and no staff that can helpthere was another lady from different company and she told us we can't help you with this matter and they don't have any other office here Regards, [redacted] ***
This gentleman did receive all his money back - $We instructed him to call his bank, we have no idea who his bank is , or where it is locatedIf he is still banking from *** *** , then it might take longerThis is up to his bank- it left ours alreadyHe still needs to call
his bank.He never called during his stay, he did threaten to break down the door at the beginning of his stay, and he never relayed any other complaints while at the home , which is advertised correctly and has been for over yearsHe is the first to complain about a wood cabin smelling like woodEveryone has loved the separate cabin with the 4th bedroom .We have already replied to this once before, is this a mistake?
Good morning,It is our understanding the customer is upset with a mistake our online booking system allowedCustomer booked online and emails were automatically sent, incorrectly stating the amount of rent for the home was $In addition, no taxes or damage deposit were chargedTaxes are
required by state and local agenciesCustomer assumed this to be a "special end of summer rate"Clearly this is an incorrect calculationCustomer was immediately sent the correct quote and asked to confirm if he wished to continue with the process of booking the home for his Labor Day stayPremier did not charge customer's credit cardCustomer responded he would not pay the amount required for his dates so Premier cancelled his reservation and promptly notified him, leaving him the opportunity to book another location.This is in no way advertisement and we would sincerely hope the customer can agree. Again, clearly an error in our online system which is being corrected. Respectfully,Premier Vacation Rentals
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have a signed contract with them for $and it included an $deposit for nightsThe $was paid in full and the contract was signed and completedI feel this business is taking advantage of consumers by not accepting responsibility for their errorsThey have everything set up to protect themselves and when there is an 'error' they want to not hold their end of the contract upIt is their responsibility to make due diligence before accepting a signed contract. emailing a customer that has a signed contract, has paid in full, a day later and say you owe dollars more is far from equitable.
Regards,
*** ***
Good Morning,Customer stayed at the home Sept 4-7, 2015 as stated and our company received no complaints whatsoever. Upon departure, damage in kitchen was found and reported to our staff. We in turn notified the customer and owner, along with sending photos. Legally, in the state of Virginia,...
we have 30 days to refund any monies and the amount withheld is utimately up to the owner, not Premier Vacation Rentals. Customer needs to stop harassing the owner and this company. We are within the limits of Virginia law.Respectfully,Premier Vacation Rentals
As stated, we have recently refunded a major portion of the damage deposit to the customer. This transaction was completed well within the 30 days allowed by Virginia law. The owner did not withhold any monies for the stain on the cabinets. Photos have been sent to the customer as well as a breakdown of charges. The owner determines the amount withheld, not us.Regards,Premier
Good afternoonSeeing that the complaint involves "billing or collection issues", this matter is completely out of our hands. The homeowner decides what monies to withhold from guest for any damages, not Premier- this is Commonwealth of Virginia law. Premier followed direction from the owner on what...
amount to withhold and hence refund the remainder of the damage deposit. The homeowner has the money, not Premier.Guest may want to contact the homeowner.Respectfully,Premier Vacation Rentals@SML
I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowThis offer is less than half of the damage deposit. I still am sure no one in my family or myself caused any damage to the microwave or cabinets. I still feel this is a scam since the statement of damages kept changing. No matter the outcome, I hope this owner and rental agency is kept on constant surveillance for unethical practices!
Regards,
[redacted]
This company is trying to take the conversation to unrelated areas, How did this business even find out that I'm from [redacted], I paid the charges with [redacted] which is American based company, Just for your information, and this has nothing to do with me being from another country. please stop discriminating this situation.Second thing is we tried to contact this company that does NOT have even the actual location or office and notify them about the smell but no success or respond. we even tried to go to their location provided in their website and we figured out that they don't even have any office and no staff that can help. there was another lady from different company and she told us we can't help you with this matter and they don't have any other office here.
Regards,
[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have never spoken to the owner of this property. I do not consider being wrongfully accused of damaging property and questioning this harassment! My request is to receive my full damage deposit as none of this damage was done by myself or anyone in my party.
Regards,
[redacted]
Thank you for acknowledging Premier's additional response to customer complaint #[redacted]- [redacted].There is no evidence of false advertisement --please see attached screenshot of sample booking of same property, same dates on our website, that customer booked. Clearly the rent and included tax, fees are displayed in the customer's rate quote. In addition, we contacted [redacted], our booking software provider, and have a response from our account executive. His comments regarding booking #[redacted]/ [redacted] are posted below:Hello [redacted],This was an error due to an incomplete integration. It looks like [redacted] was passing incorrect rates without the mapping file being completed on [redacted] end. Let me know if there is anything else that can be done.Thank You,[redacted]Hopefully, the customer can understand the error in his booking. Contract went out automatically, again thru the system. Premier recognized the error immediately and contacted customer-Premier never charged his credit card. Customer was given the correct reservation amount/fees for the luxury home he booked and he declined to pay. Hence we cancelled his booking and he was free to book another property of his choice.Respectfully,Premier Vacation Rentals
Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Business response indicates that they are ok with their customers being billed/collected for amounts that are not commesurate with fair market value of items damaged or missing after a vacation rental.Business suggests that customer communicate directly to the homeowner to resolve, however the business has previously told me that contacting the homeowner is prohibited and that no contact information for the homeowner would be provided. I would warn others who are considering doing business with this company that their policies favor homeowners and that customers have no recourse if they feel they have been taken advantage of.
Regards,
[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The business response indicates that damage deposits are legal in the state of Virginia. I completely agree. This is not what is being disputed. What is being disputed is that the damage deposit was kept by the homeowner illegally. The home owner fabricated damages in order to keep money that he lawfully should have returned to the tenant. It is certainly illegal to retain damage deposits when there was no damage actually incurred by the homeowner. It is important that consumers avoid renting from this business in the future unless they are willing to forfeit their damage deposits without justification.
Regards,
[redacted]
We respectfully thank you for taking the time to respond. The damage deposit is held in an escrow account, from the creation of a reservation, to be used if there are any damages during customer's stay. This is in accordance with Commonwealth law, not simply our policy as you suggest. We follow Virginia law. If no damages, then the customer is refunded their deposit in full. We do not have the monies and never did. Again, we have no control over what amount of monies the homeowner chooses to withhold for damages from any customer. Damages are reported and the homeowner decides, we follow their instruction.Regards,Premier Vacation Rentals@SML
Revdex.com: I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Business response indicates that they are ok with their customers being billed/collected for amounts that are not commesurate with fair market value of items damaged or missing after a vacation rental.Business suggests that customer communicate directly to the homeowner to resolve, however the business has previously told me that contacting the homeowner is prohibited and that no contact information for the homeowner would be providedI would warn others who are considering doing business with this company that their policies favor homeowners and that customers have no recourse if they feel they have been taken advantage of Regards, [redacted]
Thank you for acknowledging Premier's additional response to customer complaint # [redacted] - [redacted] .There is no evidence of advertisement --please see attached screenshot of sample booking of same property, same dates on our website, that customer bookedClearly the rent and included tax, fees are displayed in the customer's rate quoteIn addition, we contacted [redacted] , our booking software provider, and have a response from our account executiveHis comments regarding booking #***/ [redacted] are posted below:Hello ***,This was an error due to an incomplete integrationIt looks like [redacted] was passing incorrect rates without the mapping file being completed on [redacted] endLet me know if there is anything else that can be done.Thank You, [redacted] Hopefully, the customer can understand the error in his booking Contract went out automatically, again thru the systemPremier recognized the error immediately and contacted customer-Premier never charged his credit cardCustomer was given the correct reservation amount/fees for the luxury home he booked and he declined to payHence we cancelled his booking and he was free to book another property of his choice.Respectfully,Premier Vacation Rentals
I have reviewed the response offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I have never spoken to the owner of this property I do not consider being wrongfully accused of damaging property and questioning this harassment! My request is to receive my full damage deposit as none of this damage was done by myself or anyone in my party Regards, [redacted]
As stated, we have recently refunded a major portion of the damage deposit to the customerThis transaction was completed well within the days allowed by Virginia lawThe owner did not withhold any monies for the stain on the cabinets Photos have been sent to the customer as well as a breakdown of chargesThe owner determines the amount withheld, not us.Regards,Premier
Good afternoonSeeing that the complaint involves "billing or collection issues", this matter is completely out of our handsThe homeowner decides what monies to withhold from guest for any damages, not Premier- this is Commonwealth of Virginia lawPremier followed direction from the owner on what amount to withhold and hence refund the remainder of the damage depositThe homeowner has the money, not Premier.Guest may want to contact the homeowner.Respectfully,Premier Vacation Rentals@SML
This company is trying to take the conversation to unrelated areas, How did this business even find out that I'm from ***, I paid the charges with [redacted] which is American based company, Just for your information, and this has nothing to do with me being from another countryplease stop discriminating this situation.Second thing is we tried to contact this company that does NOT have even the actual location or office and notify them about the smell but no success or respondwe even tried to go to their location provided in their website and we figured out that they don't even have any office and no staff that can helpthere was another lady from different company and she told us we can't help you with this matter and they don't have any other office here Regards, [redacted] ***
This gentleman did receive all his money back - $We instructed him to call his bank, we have no idea who his bank is , or where it is locatedIf he is still banking from *** *** , then it might take longerThis is up to his bank- it left ours alreadyHe still needs to call
his bank.He never called during his stay, he did threaten to break down the door at the beginning of his stay, and he never relayed any other complaints while at the home , which is advertised correctly and has been for over yearsHe is the first to complain about a wood cabin smelling like woodEveryone has loved the separate cabin with the 4th bedroom .We have already replied to this once before, is this a mistake?
Good morning,It is our understanding the customer is upset with a mistake our online booking system allowedCustomer booked online and emails were automatically sent, incorrectly stating the amount of rent for the home was $In addition, no taxes or damage deposit were chargedTaxes are
required by state and local agenciesCustomer assumed this to be a "special end of summer rate"Clearly this is an incorrect calculationCustomer was immediately sent the correct quote and asked to confirm if he wished to continue with the process of booking the home for his Labor Day stayPremier did not charge customer's credit cardCustomer responded he would not pay the amount required for his dates so Premier cancelled his reservation and promptly notified him, leaving him the opportunity to book another location.This is in no way advertisement and we would sincerely hope the customer can agree. Again, clearly an error in our online system which is being corrected. Respectfully,Premier Vacation Rentals
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have a signed contract with them for $and it included an $deposit for nightsThe $was paid in full and the contract was signed and completedI feel this business is taking advantage of consumers by not accepting responsibility for their errorsThey have everything set up to protect themselves and when there is an 'error' they want to not hold their end of the contract upIt is their responsibility to make due diligence before accepting a signed contract. emailing a customer that has a signed contract, has paid in full, a day later and say you owe dollars more is far from equitable.
Regards,
*** ***
Good Morning,Customer stayed at the home Sept 4-7, 2015 as stated and our company received no complaints whatsoever. Upon departure, damage in kitchen was found and reported to our staff. We in turn notified the customer and owner, along with sending photos. Legally, in the state of Virginia,...
we have 30 days to refund any monies and the amount withheld is utimately up to the owner, not Premier Vacation Rentals. Customer needs to stop harassing the owner and this company. We are within the limits of Virginia law.Respectfully,Premier Vacation Rentals
As stated, we have recently refunded a major portion of the damage deposit to the customer. This transaction was completed well within the 30 days allowed by Virginia law. The owner did not withhold any monies for the stain on the cabinets. Photos have been sent to the customer as well as a breakdown of charges. The owner determines the amount withheld, not us.Regards,Premier
Good afternoonSeeing that the complaint involves "billing or collection issues", this matter is completely out of our hands. The homeowner decides what monies to withhold from guest for any damages, not Premier- this is Commonwealth of Virginia law. Premier followed direction from the owner on what...
amount to withhold and hence refund the remainder of the damage deposit. The homeowner has the money, not Premier.Guest may want to contact the homeowner.Respectfully,Premier Vacation Rentals@SML
I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear belowThis offer is less than half of the damage deposit. I still am sure no one in my family or myself caused any damage to the microwave or cabinets. I still feel this is a scam since the statement of damages kept changing. No matter the outcome, I hope this owner and rental agency is kept on constant surveillance for unethical practices!
Regards,
[redacted]
This company is trying to take the conversation to unrelated areas, How did this business even find out that I'm from [redacted], I paid the charges with [redacted] which is American based company, Just for your information, and this has nothing to do with me being from another country. please stop discriminating this situation.Second thing is we tried to contact this company that does NOT have even the actual location or office and notify them about the smell but no success or respond. we even tried to go to their location provided in their website and we figured out that they don't even have any office and no staff that can help. there was another lady from different company and she told us we can't help you with this matter and they don't have any other office here.
Regards,
[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have never spoken to the owner of this property. I do not consider being wrongfully accused of damaging property and questioning this harassment! My request is to receive my full damage deposit as none of this damage was done by myself or anyone in my party.
Regards,
[redacted]
Thank you for acknowledging Premier's additional response to customer complaint #[redacted]- [redacted].There is no evidence of false advertisement --please see attached screenshot of sample booking of same property, same dates on our website, that customer booked. Clearly the rent and included tax, fees are displayed in the customer's rate quote. In addition, we contacted [redacted], our booking software provider, and have a response from our account executive. His comments regarding booking #[redacted]/ [redacted] are posted below:Hello [redacted],This was an error due to an incomplete integration. It looks like [redacted] was passing incorrect rates without the mapping file being completed on [redacted] end. Let me know if there is anything else that can be done.Thank You,[redacted]Hopefully, the customer can understand the error in his booking. Contract went out automatically, again thru the system. Premier recognized the error immediately and contacted customer-Premier never charged his credit card. Customer was given the correct reservation amount/fees for the luxury home he booked and he declined to pay. Hence we cancelled his booking and he was free to book another property of his choice.Respectfully,Premier Vacation Rentals
Revdex.com:
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Business response indicates that they are ok with their customers being billed/collected for amounts that are not commesurate with fair market value of items damaged or missing after a vacation rental.Business suggests that customer communicate directly to the homeowner to resolve, however the business has previously told me that contacting the homeowner is prohibited and that no contact information for the homeowner would be provided. I would warn others who are considering doing business with this company that their policies favor homeowners and that customers have no recourse if they feel they have been taken advantage of.
Regards,
[redacted]
I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The business response indicates that damage deposits are legal in the state of Virginia. I completely agree. This is not what is being disputed. What is being disputed is that the damage deposit was kept by the homeowner illegally. The home owner fabricated damages in order to keep money that he lawfully should have returned to the tenant. It is certainly illegal to retain damage deposits when there was no damage actually incurred by the homeowner. It is important that consumers avoid renting from this business in the future unless they are willing to forfeit their damage deposits without justification.
Regards,
[redacted]
We respectfully thank you for taking the time to respond. The damage deposit is held in an escrow account, from the creation of a reservation, to be used if there are any damages during customer's stay. This is in accordance with Commonwealth law, not simply our policy as you suggest. We follow Virginia law. If no damages, then the customer is refunded their deposit in full. We do not have the monies and never did. Again, we have no control over what amount of monies the homeowner chooses to withhold for damages from any customer. Damages are reported and the homeowner decides, we follow their instruction.Regards,Premier Vacation Rentals@SML