Summit Mountain Rentals

Complaint: [redacted] I am rejecting this response because:(1) SMR told us the unit was clean and inspected before our arrivalThis is their businessIt should not be the guest's responsibility to call for a unit that is dirty (and all of the other problems) and then stay there so it can be cleaned.(2) The TV in the living room worked intermittently, on two occasions requiring an hour to operateThe TV in the bedroom never worked.(3) I have a bad kneeI would not have selected a property that required two sets of stairs, stairs per sectionWhile you may call this a second floor property and it is above the garage, most reasonable people would refer to this height as something more than second floorCertainly the height of the garage would not be considered first floor.(4) The window in the bedroom would not stay up by itself, leaving for either a very cold or very hot sleeping condition.So, in sum, this propertywas not in premium condition, and your continued refusal to acknowledge these problems and your associated responsiblity are also less than premium Regards, [redacted]

Unfortunately I believe the courts disagree with your position. A more common example would be dinning at a restaurant. You order dinner, eat the entire meal, pay and then leaveYou then chose to reach out to the restaurant a week later to tell them that the steak was under done and you want your money back. This is unfair and considered an act of bad faith and not warrant any action by the restaurant. You have an obligation to let the staff know during dinner you have problem and they have an obligation to fix it. Same applies to Vacation Rentals.Thank you for informing us now that there is an issue with a window in the property. A work order has been made and the window will be addressed

Thank you for using the Revdex.com They are a great mediator for differences of opinion. The guest believes the unit was not a Premium property. We disagree. We do a great deal of work to ensure accurate photos, descriptions and condition of our properties. We have
won best “Property Management Company” five years running because we are honest and accurate about the unit and what we provide. I request the guest to work with the Revdex.com to have a Revdex.com staff review and tour the unit. We are confident the unit, pricing and condition are up to market comparison

Complaint: ***
I am rejecting this response because: If you choose to ignore the many problems we had with the property, this is your choiceWhen one of your employees agrees that we had a less than premium property, and then you deny any responsibility, I guess I can't do anything other than take my business elsewhereMost of the problems we experienced you knew or should have known exis***To claim that your cleaning people and then the inspection people didn't know it was dirty suggests you need new staff or the work was not done to your standards to start withFinally, with so many problems we had absolutely no interest in staying the property to host the various repair people we came to *** to vacation outdoors not wait for your maintenance staff.I'm sorry that you choose to conduct your business in such an unprofessional manner
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because: I agree that the property was lis[redacted] as a premium property and priced accordingly. However, the multitude of problems with the unit make it below premium status. I have attached the list of problems we experienced (previously shared with [redacted] Mountain Rentals). In their response to me, [redacted] acknowledged a two issues that his staff could not replicate but ignored others that were pretty obvious. He also no[redacted] that it was not in premium condition and offered a discount for a future rental, reflecting his perception of the problems we experienced. Therefore, it is now puzzling how they can claim that it was in premium condition.
Regards,
[redacted]

[redacted]
I would like to file the following response to the second response for this complaint.  Will you do so?
 [redacted] I appreciate the guest providing detailed comments.  I would like to review them below.-          dusty floors and furniture throughout, dirty bathmats in second bathroomSMR is one of few companies in [redacted] County that require an inspection prior to any check in.  This unit was inspected and tracked.  More importantly, the guest never provided SMR with this information till after their departure.  Our company policy is to respond to cleanliness comments immediately and send in a crew to fix any issues.  I have no way to confirm the guest’s comments but I can guarantee that if the guest had given SMR the above information at the time of discovery we would have responded quickly and thoroughly.-          no ability to regulate heat or cool condo for sleepingThis unit is relatively new has a great heating system with in-floor heat.  This is both the most efficient and effective heating method in the mountains.  The system has been checked and worked properly during the guest’s stay.  Cooling in the mountains is unfortunately an open window policy.  Out of the 150 properties we manage and the 10,000 rental properties in [redacted] County, I am not aware of one that has air conditioning.  We clearly state this in our check in documents.  With cold winter conditions, cooling properties is not an issue.-          TV worked intermittentlyTV’s are definitely a challenge in vacation properties owned by individuals.  It seems every TV works slightly differently and can be difficult for those unfamiliar to operate.   The TV is and was operating properly during the guests stay. -          garage door does not close consistentlyUnfortunately we are unable to duplicate this issue.-          condo was promoted as being on second floor, although one had to climb two sets of 14 stairs eachTo be honest, this one confuses me.  The unit is directly above the car garage on the ground floor.  Legally it is on the second floor.  The guest is correct, 14 stairs to the unit.  I just went outside my office and counted the stairs from my floor to the one above, 20.  It would appear both the actual location and count of stairs justifies the floor number.-          jets in bathtub did not workUnable to duplicate issue-          shower head leaked intermittentlyThis is true.  The master shower head ran water against the wall behind the fixture.  This did not prevent the shower from working.-          owner of restaurant was inconsiderateThis is probably true.  He is not the most effusive person.  When you travel not everyone is happy and polite.  Luckily SMR is staffed with great people who are positive and professional at all times.  The restaurant owner is not an employee of SMR.[redacted] Summit Mountain Rentals | Main: [redacted] | Fax: [redacted] | Direct: [redacted]www.[redacted].com

Complaint: [redacted]
I am rejecting this response because:(1) SMR told us the unit was clean and inspected before our arrival. This is their business. It should not be the guest's responsibility to call for a unit that is dirty (and all of the other problems) and then stay there so it can be cleaned.(2) The TV in the living room worked intermittently, on two occasions requiring an hour to operate. The TV in the bedroom never worked.(3) I have a bad knee. I would not have selected a property that required two sets of stairs, 14 stairs per section. While you may call this a second floor property and it is above the garage, most reasonable people would refer to this height as something more than second floor. Certainly the height of the garage would not be considered first floor.(4) The window in the bedroom would not stay up by itself, leaving for either a very cold or very hot sleeping condition.So, in sum, this property. was not in premium condition, and your continued refusal to acknowledge these problems and your associated responsiblity are also less than premium.
Regards,
[redacted]