Vacation Rental Pros Property Management LLC

Mr***, Thank you for your message I know that you were working with *** in our *** *** department and it is my understanding that you all were able to reach an amicable resolution I have attached a copy of the Refund Agreement for your records I would like to
take this opportunity to thank you for your feedback as we are always looking to improve our services If I can be of any further assistance, please do not hesitate to contact me Thank you. Sincerely, *** * *** ***

Mrand Mrs***, I am sorry that were not fully satisfied with our response. As we have stated, we had addressed the issue with the air conditioning not working properly: we sent a repair technician out immediately to correct the problem. Per the contract, we do have up to two days to complete repairs. The repairs were completed in a timely manner to provide you with a working air conditioner so you could enjoy the comforts of your vacation with Vacation Rental Pros. As we have stated previously, we are happy to assist you further and come to an amicable resolution. Please contact our *** *** to help you further and come to a reasonable decision. *** *** ***

***, I am sorry about the troubles that you have encountered with Vacation Rental Pros As we have discussed previously with you, we have agreed to a full refund. *** has signed an Agreement with us on June 20, and has agreed
to the terms and conditions contained within As soon as the Agreement has been fulfilled, we will process your refund for you

Upon review of the guests situation, the company went back over a history of reported issues with the property (which had been rented several times over the last few months), and found no report of the door not securing from any of the guests, nor the staff The company set a work order and
went to the property and found that the door handle and lock were working properly and that the building was secure.We contacted the guest and advised of thisPer guest agreement guest signed clearly stated that(d) Cancellations or early departure by the guest for any reason (excluding mandatory evacuation) do not warrant any refund of rent.*** *** will have hours from the time of notification by to cure any problems reportedIf the company would have given the opportunity, the guest could have been moved to another unit in *** *** had they felt that strongly and advised us they did not want to stayUpon our inspection, the door worked fine The guest was told that per the contract that they signed and agreed to, the process had not been followed and they would not be afforded a refund

Complaint: ***
I am rejecting this response because: it's not the whole storyI have rented over homes in the pastTheir contract was not typicalIt is a scamI have never been asked to sign a contract when I rent a home that states I can not have a day visitorBefore they picked this house for me they knew I was having a holiday gatheringThey sneaked me to pay the deposit, then when they sent me the contract they asked for the balanceIt was a dream house and to guarantee an amazing holiday weekend I paid the balanceThe exact next day when I read the contract it said I could not have mire than the maximum number of sleepers in the house even during the day, I was flabbergastedI called and explained they recommended this house and they knew even if people were only sleeping that there would be more visitors and how could they say if I have one extra person in the house during the day I would be evicted and forfeit all money.bthis is why I did not sign the contractThey forced me in a situation I could not get out ofThis is not ethical and doing business in this way should be against the lawI even asked them to find me a home that would fit my day guests according to their sleeping max but they responded with having to pay thousands more for such a homeThey have done this and much worse to so many othersThey are a disgrace to ethical business doings If I wanted a caterer to come to the home while of us were in it they said the gates men would not allow him to come in because they log each visitor and if they came to the house and saw a 15th person we would be kicked out and I would lose all my moneyWhat is that? My holiday weekend was going to be an embarrassment for my out of state visitorsThey should return my $and give me a free three day stay in one of their properties for the trouble
Regards,
*** ***

Complaint:
I am rejecting this response because:Vacation Rental Pros sent a release and confidentiality agreement Neither are legally required or advisable, and I will not sign the document.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: This is ridiculous The cleaner came back, but their immediately is days later We checked in on Saturday and the cleaning lady came on Monday This company is dancing around the fact that our vacation was hindered due to their negligence of having us everything we needed for the stay From having to purchase linens to not having us access cards to get on the beach after hours Needless to say the emails that was sent during our stay to remedy the situation and all they kept telling us is that they are working on it In all fairness would you move miles further away to another location that was not on the beach when you paid for a condo on the beach, and the new location did not solve any of the handicap issues I was told verbally it was handicap accessible, and no I did not see it in writing, that is why I askedWe notified the management on the property of our situation and they made note of it I in all fairness believe we are due at least half of our money back of the $that was paid for this place due to what this company failed to do
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Company agreed to refund $on complaint #***Company has not made refund and does not respond to inquires.Issue refund as agreedRegards,
*** ***

Ms***, I thank you for taking the time to notify us of your customer service experience via Revdex.comWe depend on guests like you to give us your candid input so we may continually improveOur reservations department spoke to you this morning in an attempt to move your reservation to a
comparable homeHowever, since we could not find an amenable property for you, we have offered you a refund of the full amount of the rentalOur accounting department has forwarded you the associated paperworkOnce you review and send back, we will immediately refund your rental amount in fullI apologize that you have had this experience, and we look forward to a swift resolution.Sincerely,Vacation Rental Pros

Our company again disagrees with the guest who provides no proof of her accusation other than hearsay.Once again, the beach access is Private It is not a public peach access.Second, the *** of the *** *** has deeded access to the private beach access Third, the beach access is not public It is a private beach access.Please see picture of the home It is not a public access point It is private beach access.I have also included the warranty deed

Our company responded to the guest’s complaint with
immediate attention
The guest was called promptly, and informed that a
professional pest control company would
be dispatched as quickly as possible to address the problem
The guest was given the option of being
moved to another
rental property, or staying at Singleton
Shores, knowing that the bedroom in question
would be chemically treated, and closed off for the duration
of their stay (more nights)The guest informed
our company that he and his party would be playing golf for
seven hours and he would get back with us
In the meantime, the bedroom in question was
professionally treated for bed bug extermination
Instructions were given by the pest control technician for
heat drying clothes, to assure that any garments
that might have come into contact with the insects would not
be contaminatedThese instructions were
later given to the guests by our officeThe guests made the
decision to stay in the house and not opt for moving
to another rental propertyThe guest asked for a roll away
bed to be delivered, and it was furnished upon his request
All in all, we were led to believe that the guests were happy
and felt that we had responded appropriately to the
events that had occurredI would like to say that the
selection for the pest control company that was used, was
made by the homeowner, and not by our companyIn matters
such as this, it is customary to notify the homeowner
and if he has a preferred vendor who he instructs us to
call, we follow his instructionsThe homeowner offered to
reimburse the guest for the rental fee of (1) night’s stay,
which totaled $The guest declined the offer

Complaint: ***
I am rejecting this response because: From: *** ***>Date: Mon, Apr 4, at 3:PMSubject: Complaint #*** ***To: ***,After we spoke this morning regarding the response from Revdex.com regarding our claim I went over there to show them the letter that the release of the credit card claim had already been taken care of and to gather my things they have held since October 2015.I went to see *** *** who is unapproachable and would not speak to meShe had the *** of Maintenance talk to me to tell me that the response was a mistake and that they are not giving us a refundSo please re-open this complaint so we can proceed to expose this horrible company that does not deserve the honor of Revdex.com endorsementTo this day I have yet been contacted or had a conversation with higher management*** *** the *** says he is available but has yet to respond to any issue from the beginning*** *** is now his *** and she threatened to call the police because I was there.The case #***.Thank You very much,*** and *** ***

Dear Mrs***:I sincerely apologize for any inconvenience these issues may have caused youAccording to my research, you contacted our office on December 19, regarding the water, the front door handle, the pool heater, the master bedroom shower, hot tub in the master bath and the outside
patio furnitureI understand that maintenance went out to repair issues and was unable to resolve the problemsAs per VRP’s contract, we inform our guest that *** have hours from the time of notification to cure any problems reportedAfter further review, VRP would like to offer you a refund for a day stay of $2,544.32.VRP deeply apologizes for not addressing the issues in the proper mannerWe work very hard to cure any problems reported to our office

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

The guest arrives 7/2/to 7/16/However, the guest called in A/C issues with air not cooling on 7/10/evening, Service department communicated with the guest that we could send someone out the next day (not in the morning) and that we cannot promise a time, so we asked for permission to enter
but guest said no7/11/like the guest says the "next day", AC Vendor went out and fix it, but it could not replace the entire AC unit on that specific timeOn 7/13/AC vendor went out again fixed that the repair was sufficient for the remainder of the guest stay. For the cleaning, the property *** supposed to clean the property, but they did notWe still think this is our responsibility, so we sent the housekeeper right away and offered $for the inconvenienceWe will offer you full cleaning fee $instead of $

All our properties are residential properties and we do not advertise as handicap accessible nor equipped After guest complained about cleaning issues, we promptly sent a housekeeper to the property to remedy the guest issues We even offered the guest to move to another location if
the guest was not satisfied. However, the guest declined to move to other location and stayed entire duration of the reservation.We would like to reimburse the cost of the *** purchase to the guest upon receiving a copy of receipt. There is no other refund available for the time the guest stayed at the property

Mr***, I would like to apologize on behalf of Vacation Rental Pros for the inconveniences you experienced during your stay We take your feedback seriously and are always looking to improve the services that we provide our guests It looks like we did respond to the issue
and had a plumber come out twice, but that the issue was unable to be resolved during your stay As such, I would like to offer you 10% off of any future rental with us to compensate you for the inconvenience Please feel free to contact me directly if you have any further questions or concerns Thank you. Sincerely, *** *** *** ***

Mr***, I understand. Although the offer of $was rejected by yourself, I would like to clarify. We are offering a $refund per night. That is a total of $250. If you are agreeable, please reach out to the Legal department to further assist with the refund so we can come to a reasonable resolution. *** *** ***

Complaint: ***
I am rejecting this response because: I believe that the company representatives have been unfair and dishonest throughout this entire situationTheir response is indicative of the attitude I have been given all alongThe company rented out a house that was unhealthy in which to stayThat is the bottom line.If you look at the prices of the rentals, the rental prices are not very different.For example, current costs according to the website: 5/28-6/4: *** ***: $ *** ***: $17186/11-6/ *** *** $ *** ***: $2348 The website has *** *** listed for $for the week of 4/30=5/ We had already paid $2722.49, and they were asking for $more, (a total of $3,696, which is far higher than either house ever rents for.) It was also last minute, so rates are substantially lowered for that.) The company blatantly gouged the price knowing that I was in a precarious situation, hours away from homeA situation that was caused by their own negligence.Further, they are very aware that it is not that I disliked the houseThe house was uninhabitable, due to the mold and mildewThis was investigated and concluded by the company's own maintenance departmentThat statement is yet another example of the company twisting the truth.I never refused to pay, the payments were denied by the cardThis was not at my requestI asked *** *** to send me an invoice in writing so that once I paid half, I would not be billed againShe said that I would have to address further billing after I paid halfI was never sent an invoice for the halfAfter all of the mix ups, I needed it in writing to prevent future problems, and so that we could resolve this once and for all.Originally, I was given 20% offTherefore, I asked for 20% off the upgrade.I never wanted an upgradeI had no choiceNone(See original complaint.)I lost the entire first day of my vacation, due to the mold situationThat day was *** SundayIt was the day we came down to celebrate as a familyWe did not get to do this because my family had to leave, and I had to stay to make phone calls and meet with maintenanceI paid vacation rates, (-20%,) to spend this holiday with my familyDue to the negligence of the company, this did not happenI am not asking for refunded moneyI am asking for the balance to be vacatedI paid $I truly and sincerely do not think I should have to pay more.Regards,
*** ***