ComplaintsforSunshine Village Central Florida

• Initial Complaint

  03/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Transaction date 2/20/22 $2245 for rental from 2/21-3/31/22 $1850 for deposit the business committed to providing us a clean comfortable place to stay I will submit a write up to your physical address explaining the nature of the dispute

  Business response

  05/18/2022

  Business Response /* (1000, 5, 2022/04/07) */ The renters said that they found mouse droppings on plates in the cupboard, they did not mention the counter tops or the microwave. I asked them if they got pictures of that and they said, "No, we just washed them". Our cleaning person verified (and has pictures) that the home was clean and the neighbor also verified this as she did a walk-through with the cleaner before the renters arrived. The renters said, but now we will have to put out mouse traps to be sure there aren't any more and I told them that if that is what it takes to make them feel secure they were welcome to do so, and if they bring me the receipt I would credit their account for that amount. All mouse traps were still set, with peanut butter, when we cleaned a week after their departure and not one mouse. The traps are still clean and look brand new so we know that they never caught a mouse (we have never even seen a mouse at our resort, not even in our maintenance shop). The renters said they also had ants outside the home and were afraid that they would come inside and I told them, "not if you keep all food put away" and they said that the ants would surely end up inside. I told them that if they were still concerned they could put out some of those little d-con things and that I would credit them for those also. They said that ants will surely come inside and I told him that we regularly treat for bugs, but if it made him feel better, do whatever gives them peace. The renters called us about the clog in the shower and we sent maintenance in and they fixed it right away. They never mentioned the screens to us at all. But they provided me with pictures after their final request for a full refund of their stay since they were "having all these problems". It looks like the rubber was pulled out around the screen. Had they mentioned that we certainly could have put that back together. The renters called us about a back-up in the toilet and I let them know that we would be there in the morning as there is a second toilet in the home. Our maintenance team was not able fix it the next morning, but we called the plumber right away and they could not come until the next day. The plumbers did come the next day and it was fixed. I verified with our maintenance team and THEY are the ones who cleaned up the mess, not the renters, as we would never leave that for any renter to do and if the home was uninhabitable during the time before repairs, we have another home we could have moved them into, all they had to do was say which they did not. There was a renter (and son) in the home for 9 months last year and child support services had to approve the home for the son and check his sleeping arrangements and they approved. The mom slept on that sofa bed and the son used the bedroom. The two months prior to these renters, there were renters in that home who were repeat guests and they never complained about the furniture or the bed. They were very conscious of disrepair and had us repair several things in the home before their departure. The reason they had to leave was medical or this home would not have been available for these renters. When the renters asked again for a full refund, we told them that we would not be able to refund for their stay as they are booked only for another week and that was our policy if they left early, but I told them that I would credit their account toward a future stay for any unused portion AND their deposit WOULD be refunded IF the home is left in good repair when they leave AND our reputation was not damaged (see our Security Deposit Terms & Rental Cottage terms below). SECURITY DEPOSIT TERMS: The security deposit is fully refundable if all terms are fully met and no excessive wear and & tear is left behind and there is no damage to our reputation or the peace and enjoyment of our other residents. If the terms are met but damage or excessive wear is found, these funds are withheld, in part or in full, depending on the extent of the damage. RV & RENTAL COTTAGE DEPOSIT TERMS: If you break your contract by leaving early, you forfeit the security deposit. If we have to evict you, you forfeit your security deposit. No one ever heard of "their dilemma" from us so the renters must have been the ones telling it and many people asked us why we did not "do something" as it was a horrible situation (according to the renters). We were told (more than just a few times) that they were criticizing us and told "their story" at every gathering, at BINGO, at the pool and EVERY function they attended. Then they filed the complaint with the BBB. These renters wanted a free ride and we fully intended to refund their full deposit and credit their unused portion of rent. However, due to their actions and our terms and policy (that states that our reputation be left in tack and if you break your contract by leaving early, you forfeit the deposit) we will be retaining the deposit. The apartment WAS absolutely ready to rent and our rates and booking requirements are the same for everyone so the renters could have declined to book if they did not agree with them. They booked February 7th for arrival on February 20th so they had almost two weeks in between to change their mind if they didn't like the rate or requirements. Consumer Response /* (3000, 11, 2022/04/20) */ Plse See Attachment for Consumer Response Business Response /* (4000, 13, 2022/04/29) */ We are not accredited by BBB because we have only had one other complaint filed in our history because we address every issue immediately and always err on the side of caution to make everyone as happy with their stay as possible. Renters never mentioned the screen and it is very obvious so we do not believe that we could have missed that; the first we knew of it was when they left. The mouse traps are from these renters themselves, as we do not have mice. The ant bait was put out by them also; we use spray not baits as they are unsightly. The adjacent apartment does not have a rodent or ant problem and there is not a problem in this apartment since their departure to date. We already established that we had a plumbing issue which was rectified in just over 24 hours and cannot do anything about the plumber not being able to come until the next morning. They had a second bathroom and showers to use in the meantime. The mattress is not a box spring, the picture is taken with the mattress pad on it and does not even show the mattress itself, which we checked out after they left and it is in fact a mattress and not a box spring. The 4 inch mattress pad was because it was not a pillow top mattress and it was removable so the renters could choose to use it or not if they preferred a firmer sleep. The air mattress was their choice. The home was and is beautiful and the renters prior had no problems at all. These renters wanted a free stay and are not above damaging someone's reputation to get it. We addressed every issue that they brought to us immediately and did our very best to make them happy, but they just wanted a free stay. Consumer Response /* (2000, 19, 2022/05/10) */ issue resolved by the business

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩