Vacation Rental Pros Property Management LLC

Complaint: ***
I am rejecting this response because:The response offers no solutionThe night, day vacation saw us without a usable rental for daysThe refund should be consummate with the proportion of time we were unable to use the house as the in-house temperature rose to the mid-90s which should be over ~50% of paid feesThe only solution offered is only ~20% and requires dealing with a lengthy legal document.The company makes light of the fact that we had to be visited multiple times and could not use the houseFurther, the response misses significant contextThe late night AC repair visit was cancelled when we were informed that the visit would not be until midnightWe had called much earlier in the evening and simply agreed to wait until the morningThe fixes to the fridge and stove we cancelled because we determined that we would not be able to prepare food and use the stove because of the additional heat it would create in a house with no air conditioning and the inability to open sliding glass doors to let in fresh airThat final point has also been completely ignored by the companyThe sliding glass doors in the living areas and master bedroom were bolted/rusted shut and will not operate - moreover, this creates a situation where, in case of emergency, there is no access out of the house from the master suite (the additional bathroom door was also permanently locked and required a different key than provided)In fact there is a sign posted on the sliding doors in the house stating to not open the doors! A photo can be providedThis is a misrepresentation as on various rental listing web sites the company describes doors that do not "slide" as "sliding" doors and promises of ocean breezes
Regards,
*** ***

Complaint: ***
I am rejecting this response because: It is not $that
they try to take out of your bank account it is the whole amount for the reservation- The $down is not accurate - while I was expecting the $to come out of my account, they hit my account for over $and would not return a phone call or email in regards to this
Regards,
*** ***

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I have not yet received the check although I was informed by *** it will be mailed today I have been told everything is now cleared to receive the refund I will close the complaint with positive comments when the monies are received, until then I must reject the response based on timing
Regards,
*** ***

The requested paperwork has now been signed and returned to VRP Customer will gladly close complaint upon receipt of refund. Regards,
*** ***

Complaint: ***
I am rejecting this response because:
The response from Vacation Rental Pros is an absolute LIE
Only after we were in the fifth(5th) day of our vacation rental and we had made a number of phone calls and sent e-mails did VRP provide paperwork for amenity use (club house and pools) They did not provide any paperwork or inforegarding gate access to *** as we had to use visitor's entry everytime To confirm what I have stated, VRP had from April 2015(lease signing) until February 13, to provide the correct paperwork and in addition they had provided a code to be used for pool/club house entry(the code system had not been in use for years according to the custodian Regards,
*** ***

We do apologize we have not communicated with you, but sales tax was increased by state and this type of charge was set up automatically

Mr***,I sincerely apologize for any inconvenience these issues may have caused youAccording to my records, you contacted Vacation Rental Pros on November 19th, and spoke to the *** ***You reported some problems with the unitYou reported to the *** ***
that the pool heater was not working and the pool and hot tub were cold, nails were coming through the floor on the 2nd floor bathroom doorway, and that the televisions did not work properly, one of the chairs at the dining room table is broken and goes to floor, and one of the screen doors was not on the trackWhen you first arrived at the unit, a technician was in the unit trying to fix the televisions and making sure they were all working properly.On November 19th2017, the *** *** advised you that the remotes for the televisions needed to be replacedThat same day the *** *** put in a Work Order to have the carpet fixedWithin that same day, the *** *** gave you instructions on how to turn the pool heat on.As it states in your signed agreement with VRP, *** have hours from time of notification to cure any problems reportedAfter further review, VRP would like to offer you a refund of $for a day’s stayVRP deeply apologies for the issues in the proper mannerWe work very hard to cure any problems reported to our office

Ms***, I understand your frustration I have also read the email from November 25, that you mentioned However, you sent the email the day before your departure date Vacation Rental Pros, unfortunately, did not have enough time for the problems to be corrected during your stay at the unit Although we stand by our decision to not offer any compensation, we would still like to offer you a 10% discount off of your next rental with us

Dear Ms***,Thank you for taking the time to bring this to our attentionWe count on guests like you to give candid feedback so we can continue to improve our guest experienceAfter your call yesterday, our accounting department completed your refund request and issued a check in your name in
the amount of $I apologize that you had this negative experience and I thank you again for taking the time to notify us.Sincerely,***VRP

Ms***, I am sorry that you had faced the problems that you mentioned. I know that when you are on vacation, you expect the unit to be cleaned and all of the amenities working. Although you had faced troubles with our rental property, we are glad that we
could reach an agreement, which we have. We have refunded the amount agreed upon on April 29, 2017. Thank you for choosing Vacation Rental Pros and we hope that you will stay with us in the future. *** *** ***

Mr***, We thank you for taking the time to voice your concern via the Revdex.comWe count on guests like you to give your candid feedback so we can continually improveI do apologize to you and your groupWe know that vacations should be about family, relaxation and fun and it sounds like
your experience thus far has been anything butWe have canceled your reservation and your refund is being processed today, Tuesday, November Please allow up to hours for the credit to appear in your account, depending on your financial institution. Take care and happy vacationing. Sincerely,VRP

The reservation was cancelled and refunded in full last week on 07/11/

Complaint: ***
I am rejecting this response because:
This house was sub par to begin with (broken/sharp tile, broken ac, dirty kitchen, deck and windows, leaking ac, critter in the ceiling, toilet and shower issues that weren't fixed), and my guests (again which is what the house originally was supposed to hole), had no part in additional damage to the house. It was already in need of repairs and maintenance before we arrivedI respectfully decline the offerIt was known at the time of my reservation that an event was taking place, as you told my father in the email to himI cannot be responsible because whomever took my reservation did not add it in to my contract when it was signedThis is no fault of mineYou had almost an entire year to add that fee and it was never doneAgain, not my faultMy account, according to my contract, was paid in full as required by your company days prior to arrivalBecause you had my debit card on file, you took advantage and shadily withdrew $without a word to me on the receipt, and no phone call until I called in times to speak with someone, as to what the charge was for
With all of the issues we encountered while in this extremely expensive rental - this should have been coveredTo say that we damaged the house is completely falseYour team needs to do a better job of maintaining and fixing issues with the house if you want to continue to rent it outI still truly believe that asking for $back is not by any means unreasonableYour company seems to have little to no empathy for people and your customer service skills are severely lackingI have never dealt with a company like this in my life
I will leave the rest up to *** and The Revdex.com as I do not feel this is a fair decision or solution
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I have repeatedly asked for an official statement stating that my balance is 0. From the above response, I assume that the company is in agreement that I do not owe any more money, and that my balance is However, I do not know why they are not willing to put this into writingIn the interest of my credit standing, and complete resolution, I again ask that the company send me an official statement, with my specific transaction, and a balance clearly stated as paid in full
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. The company contacted us within an hour of initiating the complaint and said our issue got lost in the shuffle. They immediately initiated a refund which was posted in our account today. Thank you for your assistance and quick response in this matter
Regards,
*** ***

The guest signed the contract which clearly describes our cancellation policy. Notes from each reservation indicating contact trail from guest to our agents as follows:6/7/Guest booked online 6/8/Guest e-signed Contracts for *** *** *** *** and *** ***
*** *** and accepted Travel InsuranceContracts had not been countersigned. 6/19/guest emailed to ask if reservations were complete6/24/Guest emailed in to sales requesting to cancel6/26/Guest spoke to Customer service during power issues and was disconnected, she was called back, at this time she requested to cancel. She was advised to contact *** *** for claim on the reservation *** and that the other reservation did not have insuranceShe was informed both reservations were not eligible for refund due to our cancellation policy

The guest contacted our sales team on July and placed reservation to stay at *** *** ***, arriving July 28, departing July 31, 2015. The property is represented online with pictures and the view is noted to be Best Value/Garden View. Several pictures show the view from the
balcony as looking out to the lawn area. We encourage all guests to view our properties to obtain a sense of the location and mainside. Also, we rate our properties to let the consumer know how it ranks with other properties. This unit was rated as a Bronze and is our lowest rating, offering the guest budget accommodations. All of this was described as well in the contract presented to the guest by email on July 25. The guest signed and returned the contract to us indicating they have read and understood the terms of the contract. We offer a hour cancellation period starting from the date the contract was sent. During this period, the guest could cancel and receive a complete refund. The guest did not execute the cancellation option that expired on the evening of July 27.As for the illness by the husband, we have no indication of what may have caused it. The property is located near the beach and can have a sent of salt air & humidity from time to time. Allergies vary by guest based on their medical history and we do not promote allergy free properties. We feel the property was represented accurately and did not have a direct effect on the illness sustained by the husband

After we received the guest report, a vendor was quickly sent out to look at all appliances (microwave, ice maker, washer). The service vendor determined the only issue with the microwave was number button not working, the ice maker worked but would only dispense crushed ice and the washer
could not be repaired.The property owner and management team believe that it is not reasonable to replace the microwave just because button did not work, nor the ice maker since it worked dispensing crushed ice properly. The property owner was willing to purchase a new washer which the guest was made aware ofWe called the guest to find out what time would be best for them for washer installation and this was their response: 8/12/Called guest, they stated they do not want anyone coming over till after they check out.Property management responded to the guest within a reasonable timely manner to assist with the maintenance issues. Moreover, we even offered $for the inconvenience although there is a no refund policy stated in the guest contract that the guest had signed.We ask that this claim be closed since proper action was take. The $refund remains an offer to guest

Complaint: ***
I am rejecting this response because:The smaller side stove is not relevant as it was too small to cook a turkey in over this Thanksgiving holiday
Regards,
*** ***