Vacation Rental Pros Property Management LLC

Mr. [redacted], Thank you for your note and taking the time to write. We count on guests like you to give us candid feedback so we can continually improve our service experience for guests. Your refund was made on 12/31 on our end and depending on your financial institution, the credit may take 2-10 days to appear in your account. I apologize that there was a delay and some miscommunication. Your credit should have appeared, though please email me directly if it has not yet. [redacted] . Take good care.Sincerely,[redacted]VRP

Complaint: [redacted]
I am rejecting this response because:
If there was a phone call made from VRP and someone hung up on them don't you thing that they would either try again or send an e-mail rather than assume that someone was being "nasty".  In addition VRP could have sent the applications through the mail if they thought there was a communication problem.    There were  no references to the applications in any of the payment acknowledgements. As far as the contact issues when we were at [redacted] we obviously didn't there was a problem with access to the gate and pool areas until we got there.  As far as VRP sending the applications after I called, they were sending them from an e-mail address  that was different than their normal one and my e-mail considered junk mail .  This was discovered  two days later after a person from  VRP([redacted]) told us to check there. But after explaining all this the fact remain:   WHY DID VRP GIVE US A CODE TO BE PUNCHED INTO THE GATES WHEN THIS METHOD HAD NOT BEEN IN USE FOR  A LONG TIME?    Regards,
[redacted]

Thank you for your assistance in this matter. I have received a check with the appropriate refunded amount.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: Vacation Rental Pros (VRP) response did not accurately represent resolution of the problems as stated in our initial complaint. They talk about a quality control person but I sent them pictures of the dirt and cigarette pack, pacifier  and when their cleaning person arrived to remove the grease from the kitchen she shared that the place had not had a deep cleaning and was in need of one. The pool issue was not one of normal maintenance as the problem was that of the filter pump being inoperative requiring a service call.  In terms of responsiveness, my [redacted] made 24 calls to VRP between between Sunday and Wednesday to try to get problems resolved. We have a log of these calls on her cellphone. Response was either nonexistent or subpar in terms of resolving problems. They also neglected the fact that the number of bathrooms was misrepresented.  With respect to the mulch, it could have been done the week before or after we left as the association does not schedule the mulching and VRP did not send anyone to check the noxious odor with us. The odor was not a normal mulch odor. It was sour reeking of ammonia and a urine-like smell indicative of sour spoiled mulch.. Their offer of $300 was simply an offer of  not to post any negative reviews about them as their acceptance release states. We paid $10,000 for the two weeks. Our request of a refund of $1200 is more than reasonable.  This will be our last communication and our formal complaint stands unresolved. Regards,
[redacted]

The guest offered a move on Wednesday and Thursday, but declined it. The reason why she was offered a move so late in her stay is because she did not report the A/C issues until Tuesday afternoon, 7/5/16, not on arrival at 7/2/16 or on 7/4/16 when she claims it was a bad A/C. Ac Vendor went out and changed the filter, put coolant into the A/C to make it work, but [redacted] called back saying that it stopped cooling again. Then Ac Vendor went back out again and fix it. AC Vendor let us know that it needed to be fully replaced, and then the next day AC replaced the entire unit.We offered  $300 for their inconvenience.

Complaint: [redacted]
I am rejecting this response because:the answer is not clear.  the refund can be processed through the credit card that was used or by check.  what does "the fund processing through credit card currently" mean?  please send me email verification the refund has been returned.  [redacted]
Regards,
[redacted]

We apologize the inconvenience.  We will refund you $300.

There is no balance in your reservation, and we have not charged to you account.  Please print out this response for your record.

Complaint: [redacted]
I am rejecting this response because the company continues to not recognize the issues and has not provided anything close to the level of compensation consummate with our concerns. This company in no way is a Better Business
Regards,
[redacted]

I spoke with her. She said she will remove it. She was happy with resolution

[redacted],      I am sorry that you are experiencing problems.  As we have stated, [redacted] has approved your claim.  They have reached out to you and left you a message to call them back.  The phone call is confirmation that the claim was approved and processed and will be sent out to you. I hope you enjoy the rest of your day. [redacted]Vacation Rental Pros

there has been NO response!!!

Mrs. [redacted], we thank you for your patience in this matter. We have indeed produced a check for $500 and mailed it to you as of today. We anticipate you should receive this payment in approximately one week or less.

Complaint: [redacted]
I am rejecting this response because: Last minute reservations are hard to do. I talked with a man on the phone and he said it was ocean front --he said he had a cheaper room away from the ocean  and I said no, I'd pay the difference. He said it was nice--not an old smelly condo. This can easily be remedied. When I called the message said that I was being recorded! Check this recording and you will see that I was lied to! The ER [[redacted] ] in [redacted] listed my condition as unknown high fever infection--but definitely acquired in the last two days.Showing no empathy or refund does not speak well of any business dealing with the public. Listen to your recording--Please!
Regards,
[redacted]

I am sorry, but Guest dispute amount is "0" and there is no money taken out from guest account.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me at this point. I will still wait to make sure that I am not billed extra and receive the dollar value difference in my credit card.   The agent I dealt with last was courteous, kind and knowledgeable. She was enabled to remedy my problem with a fair solution. If I had reached her six weeks ago this entire event would have been a none issue.   Thank you agent for your help!   
Regards,
[redacted]

We apologize for the cleaning has been late but we have not receive any phone calls from the guest.Departure time is 10:00 am to ensure the next guest will not have same experience.  We had some noise complaint against this guest however we just informed courteous phone call.We can offer you...

coupon code FL100 for next reservation. ( $[redacted] off).

The only reason I did not reach out to Vacation Rental Pros during our stay is because I was blatantly told that there was nothing they could do once we took occupancy of the home. Clearly they are not willing to even try to rectify the terrible service that they provided and I will be reaching out to my credit card company to begin the complaint and refund process. 
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]-[redacted]

Mr. [redacted],I thank you for taking the time to notify us. We appreciate feedback from guests like you so that we may continually improve. You refund has been processed and you will see the amount appear as a credit to your account within 2-7 business days, depending upon your financial institution. I...

apologize that you had this experience, and again, I thank you for notifying us.Thanks,[redacted]VRP

To the guest and the Revdex.com,Our policies are very clear that we require a Saturday arrival and Saturday stay during our season.We apologize that this does not work for the guest, but this is our policyAs a final attempt to resolve this with the guest, we will offer them a 25% discount off the rent, if they are willing to book with a Saturday arrival and Saturday departure.