On-the-Sand

The [redacted] 's had not heard anything from us for a few weeks because there has been no update from our merchantThey were advised by both us and their credit card company that a dispute takes a minimum of days to resolveI have attached our last communication with the merchantIt is my understanding that the merchant holds the funds until the dispute is resolved so that is most likely why the funds were withdrawn from the [redacted] 's accountThey need to contact their merchantWe have not received the funds backWhen we do we will contact the [redacted] 's directlyThey understand the more we have to pay our employees to handle the claims they are posting about their experience that it will reduce the amount they are refunded, if anything In addition we are not able to refund the taxes because it is still considered renal income and taxes are required to be remitted to the city of Oceanside by lawEven if the guest chooses not to stay in the condoCleaning of the condo was still required since the guests were in the condo for a time period, so the cleaning fee was not refunded Regards,Mark

Our client/guest contacted the day after they arrived to a vacation property they rented from usI spoke to the husband of the family and he was reporting an ant problem in the condoWhen I spoke to him I let him know what we could do to come in and treat the issueHe said that their family had
decided to go home and he was wondering how much he could be refundedI let him know I would need to speak to the owner of the condo (we are the property managers)I called the owner let him know that there were ants in the condo that must have came in over night and that we offered to have our handyman, cleaners, and pest control company come in to handle the problem but the guests said they had already returned homeThe owner came to the conclusion that a two night refund would be fair compensation for the ant issueI called the guest back and let him know that we would be able to refund him two nightsHe thanked me and said he was very appreciative for me working with the owner to get some money back knowing that due to our contract we would not be bound to refund anything for an event out of our control. I let the guest know that it would only take a couple hours for our people to go into the condo to spray the ants and clean up any area effected in the condoWe offered to pay for their family to do a family activity while our team went inHe told me they had already made up there mind and they were packed up to goI also offered him the option of moving to another condo in the other side of the complex if he was worried about the ants coming back after they sprayedHe once again said they had made up their mind and they were appreciative of the two night refund and he knew the ants were not in our control. We sent our team in after the guests left and they were there for about hours making sure any entry points were sealed, cleaned and areas that the ants were at, and sprayed a ant rdantWe have had two sets of guests stay in the condo since the guests left and we have not had any issuesBecause the property is located right on the beach we will occasionally have any issues but it is not commonWe had an issue in the entire complex back in March - May but had not had issues since the start of the summerWe believe an adjust in climate cause the ant to want to enter the condo. After the guest returned home I received communication from the wife that had a very different opinion of how we handled the situationWhen I received her email I tried to call her to work the details out and do what we could to address her concernsShe would not answer or return my calls and decided to issue this Revdex.com complaint before we could work through any detailsI am still trying to work with her through email (see attached communication) but I do not feel she is being very reasonableWe feel we did all we could to handle the issue in a quick manner but the guests did not give us a chance to make this issue that was out of our control rightWe have issued the two day refund and hope to be able to come to a fair agreement between the guest and the ownerPlease read through our communication in the attachment for more details

Complaint: ***
I am rejecting this response because: I did call call your wife and left a message requesting a return phone call What did the exterminator report once we left the property? I feel that would be useful information regarding this situation
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: We have not heard from the business in several weeksHowever since contacting the Better Busibess Bureau we just received an email this morning from themOur credit card has the charge back as of July 12, They did receive the funds according to our credit card company.
Sincerely,
*** ***

Hi [redacted],It sounds like you spoke to Shanna yesterday. She relayed your conversation to me and we have a phone call scheduled with the owner of the unit tomorrow to see if there is a larger refund we can offer you at this time. We were not able to speak directly with the tech from the pest control company that came to spray. Our cleaners and handyman were in the condo before the tech arrived and said there were more ants than they had previously seen in the condo and they spent about 1 1/2hr cleaning them up with raid and Lysol. They then returned after the pest control company came through and sprayed to make sure they had not returned and replace the dishes/cooking sheets they have to remove for the spraying and apply Lysol to all areas in the kitchen. We will follow up with you after we speak with the owner to see what additional refund we can offer now and discounts or credit in the future. Thanks again for taking the time to call Shanna and share your information with her. There were details that you shared that will help us in speaking to the owner.  Regards,Mark

The [redacted]'s had not heard anything from us for a few weeks because there has been no update from our merchant. They were advised by both us and their credit card company that a dispute takes a minimum of 45 days to resolve. I have attached our last communication with the merchant. It is my understanding that the merchant holds the funds until the dispute is resolved so that is most likely why the funds were withdrawn from the [redacted]'s account. They need to contact their merchant. We have not received the funds back. When we do we will contact the [redacted]'s directly. They understand the more we have to pay our employees to handle the false claims they are posting about their experience that it will reduce the amount they are refunded, if anything.  In addition we are not able to refund the taxes because it is still considered renal income and taxes are required to be remitted to the city of Oceanside by law. Even if the guest chooses not to stay in the condo. Cleaning of the condo was still required since the guests were in the condo for a time period, so the cleaning fee was not refunded.  Regards,Mark