VillaKey Reviews (%countItem)
VillaKey Rating
Address: 1420 Celebration Blvd. Suite 200, Celebration, Florida, United States, 34747
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We stayed at 316 Paloma Drive, Davenport FL - a vacation property managed by this company.
We stayed at the property May 4-12th 2019
This management company is working maliciously with a local towing company and towing residents vehicles unawares and unjustified.
They towed our vehicle in the middle of the night because our bumper was hanging over the sidewalk - they sent us a warning email at 10:30 PM which we did not get as we were asleep. They had our phone number and could have called but didn't and then reported us for towing at 2 am!
When we went to pick up our vehicle, there were other guest in there picking up their vehicles as well. The towing company stated that 'they tow from this property all the time!?
It cost us $340.00 to get our vehicle back and the property management - Max & Susan - lied repeatedly about the situation. They did nothing to rectify the situation or address any of our complaints about the property itself!
They stated that the parking attendant gave us a list of rules - I have that list and it does NOT mention that you will be towed if your tailgate is hanging over the sidewalk.
I believe that property management is getting a cut of the profits from towing unsuspecting guests and it is a lucrative business with guest constantly in and out because of Disney World!
Other (requires explanation) Refund I would like the $340 towing charge refunded
Hello ***,
Thank you for reaching out regarding this matter. Again, we are going to stand behind our position of not offering any refund. This towing fee was not charged nor collected by us. Firstly, your claim that we are towing unsuspecting guests for a cut of the profits is absolutely not true. We are in the business of renting vacation homes and do not have time to deal with towing of cars. You were towed by the homeowners association of Aviana Resort. The HOA gave us a heads up as a courtesy and we did pass *** along to you.
As per the HOA parking rules, which are posted right near the entrance of the community and on the parking pass *** received, you cannot park on the grass or hanging over the sidewalk. Your truck was improperly parked and the main part that you are failing to mention is that you were already warned earlier that day when the same truck was parked on the grass. You told me it wasn't your truck and you weren't even home. Later on that evening, the same truck was not on the grass but completely blocking the sidewalk.
I understand that since it is a large dually truck and there was also another vehicle, the driveway was not wide enough to have both cars properly parked, however we have plenty of parking at the clubhouse for large vehicles and you were instructed to do so.
As for your complaints about the house, except for the dishwasher no complaint was lodged until after your car was towed.
We have had many guests stay in this home and they have all been very happy and found it to be a great value.
Therefore, as I said before, we will stand behind our position of offering no refund. I hope you understand.
Best,
Max
(The consumer indicated he/she DID NOT accept the response from the business.)
Max,
I did not agree with your statements at the time I stayed there, nor do I agree with these statements now. Which is why I contacted the Revdex.com and have another party involved! There are (as always) quite a few discrepancies in what you have to say and you are being dishonest!
First of all, as you will see in the attached picture, NO WHERE on the parking pass *** it state that you will be towed if your bumper is hanging over the sidewalk, it states "No PARKING on the sidewalk" I didn't park on the sidewalk. My bumper was hanging over the sidewalk.
You stated in your response that we were warned about parking on the grass earlier that day. That was a made up warning, as I was not even at the property the time of the accusation ~ we were away for the day at Disney World and I responded to you promptly and informed you of that!
We NEVER parked on the grass at any point in time that day or any other time of the stay. That was a complete lie!
I believe you made that accusation up, so you could claim it later when you were looking for a reason to tow us. Which is why I believe you are receiving kickback from the towing of vehicles. We asked for pictures of this stated violation and you could not provide them, but yet you have pictures of the bumper over the sidewalk that I got towed for the next day.
My warning for the sidewalk violation that I got towed for, was sent in an email at 10:20pm. Who is checking email that late? You have my phone number and if you were that concerned, you could have called or even texted.
My vehicle is not a dually ~ please do not state what you do not know! It is a single rear wheel axle.
In your response to my Revdex.com complaint, you stated that: "we were told to park at the clubhouse." You failed to mention, that you told me that AFTER the vehicle was towed and I asked you where we were supposed to park to avoid getting towed again. That was never mentioned until the towing incident.
As for my complaints about the home, I claimed the non-working dishwasher my 1st morning there, and it was never fixed.
Please see the attached picture of the urine and fecal matter behind the TV stand.
It was discovered the same day the same day the vehicle was towed ~ which is why it was brought to your attention the same day. Timing is really irrelevant when I'm finding animal feces in a home that I have 7 children staying in!
Me finding animal urine/feces in the home and it not being as cleanly as should be, has absolutely NOTHING to do with my vehicle being towed.
I did not agree with you then, nor do I agree with you now ~ you, Max, and Susan are unprofessional, and dishonest, and nothing that you can say will change my belief that you are in "cahoots" with the towing company and receiving kickback from towing un-suspecting guest.
I would be very curious to see how many vehicles are actually towed from your properties on an annual basis. You have a contract agreement with this towing company, because you are giving them so much business.
Your job should be to protect your guest and help them to enjoy a once in a lifetime vacation ~ instead of their vacation being ruined because you can NOT wait to call the towing company and have them towed "BECAUSE THEIR BUMPER IS HANGING OVER THE SIDEWALK!!" and they now have a $340 bill to be paid in cash only. Convenient for you both!
I have left a bad review on VRBO.com ~ I will leave a bad review on Trip Advisor and have and will continue to advise my friends, family and everyone I know to never stay at Aviana Resorts!
And not once have you EVER said or done anything to try and make this situation right or better. You did nothing to make our stay enjoyable once we got there, to include fixing any of our problems/complaints.
You have shown NO concern or apologies for your part in this situation.
Hello ***,
Thank you for your response but we are going to stand behind our position. As clearly seen in the picture, the bumper is not just hanging over the sidewalk. It is completely blocking the sidewalk. We are in the business of renting vacation homes and the last thing we want to do is tow our guests. It is actually very rare that one of our guests is towed. This is the first complaint we have ever had on Revdex.com and you are making accusations that are simply not true. In addition to all the other notices you received, the parking attendant is required to instruct guests with oversized vehicles to park at the clubhouse.
Regarding the complaints of the home, all homes are professionally cleaned and inspected before and after each guest arrival. As part of the inspection process, the inspector is required to check behind and underneath all furniture. As the feces were not reported until May 10th, we did send someone to check it out, but again it is very hard for us to provide compensation for something like this when it was not reported until 6 days after arrival. If you do not wish to recommend Aviana Resort and leave a bad review on TripAdvisor, I understand.
Again, we truly are sorry for the situation that occurred, however we do not feel any compensation is warranted.
Thank you,
Max
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no proposed resolution here.
You continue to state things that are false and incorrect and again, offer nothing, to include an apology.
I have never dealt with a business that is as unprofessional and full of lies as you.
Your rebuttal states "In addition to all the other notices you received, the parking attendant is required to instruct guests with oversized vehicles to park at the clubhouse."
1: We didn't receive "ALL" other notices, there was ONE notice and it was after 10pm and my truck was towed a few hours later. ONE NOTICE ONLY!
2: There was NO parking attendant on duty when we first arrived, never even got our pass *** day 2 and they NEVER mentioned that we should park elsewhere!
In regards to the feces found in the home. As stated in my last email, I reported the feces the same day I found it, which was on day 6 of my stay. This should not be ignored and go unresolved because it wasn't discovered till day 6 - that is the most absurd thing I've ever heard. Let's stay focused on the fact that your property was clearly NOT inspected and NOT clean.
Your claim that someone came and inspected after I reported it, is a COMPLETE LIE! No one came in and inspected or cleaned the feces after it was reported, it was still there when I left 2 days later.
This was a horrible stay - I would NEVER stay at your property again and you have the worst customer service of any business I have ever had the mis-pleasure of dealing with!
UNPROFESSIONAL and DISHONEST!!
I will definitely leave bad feedback/reviews anywhere that I possibly can.