Complaints

• Initial Complaint

  01/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We reserved a house in Sunset Captiva in april of 2022 for April 1-8, 2023 with a a deposit placed at that time of ******* dollars. I had started to attempt to contact the company beginning Janurary 1 of 2023 and have left numerous emails, voice mails and several attempts to reach out to other agencies for help in trying to talk to someone within the company. We would like to still keep the reservation but would like to know the status of the unit and if it would be even available for the time of our trip. The refund date is 120 days from April 1 so we have limited time to find these things out and to attempt to receive a possible refund/deposit. I would just like to talk to someone in the company and have yet to do so. I did find a number for a maintenance person who said he would send an email with my information to them but that was a week ago. I need some help *********************************

• Initial Complaint

  12/08/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We rented a vacation house, on Captiva island (***** Captiva Dr.) the **********, from January 28-February 4th through American Realty. We purchased trip insurance which gives us 120 days cancellation money back. When Hurricane *** hit we tried to contact American realty the same day to cancel. No one got back to us. We can not get a hold of anyone. We have tried repeatedly to get in touch through emails and phone calls. We do not know status of property but would like our money back with the infrastructure of the islands not being where it was when we booked. And we dont even know if the house is damaged or still standing. Our vacation is a little over a month away and we have no idea our status. Please help. We booked with another family and between 4 adults emailing and leaving voicemails we are not getting anywhere. ** and ******************* and ******* and **************** Our reservation number is *************** you! *************

• Initial Complaint

  11/09/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We scheduled a vacation in Captiva by renting a house through VRBO. They send our money directly to American Realty of Captiva. We canceled our reservation in our allotted time and requested full refund on September 30.(vacation not until December 10 and cancellation by October 11. Have not received anything from American realty. Its been over 45 days. Reaching out here for help

  

  Business response

  12/03/2022

  Tell us why here...I would like to clarify  that we understand that this is an unprecedented situation for guests, owners and all the locals which have certainly been affected the most. However, we have a confirmation in place to set a precedent for situations such as this, and it states that no refunds or changes to the reservation are to be given within the 120 day cancellation period. Even though, we are not required by our confirmation to give any concessions , both our rental office and property owners have  agreed that guests should be given an opportunity to return to the Island when it is ready to host them again. Many of our long-standing customers have been very gracious and accepted because they also understand that concessions are being made when there is not a requirement to do so. Furthermore, you were given the opportunity to purchase travel insurance up to your final payment deadline, however, you declined even though we are located in an area that is affected by hurricanes on a consistent basis. In conclusion, we are not keeping your money for two years but rather giving you the opportunity to return at a later date when you can enjoy everything our beautiful area has to offer. 
  

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last January 13, 2022 I rented a house in Captiva from American Reality for the week of December 24, 2022 thru December 31, 2022 for a total amount of $9537.08. I also rented the following week from *************** in *******. After *** hit the island hard I received a call and refund from ******* within 2 weeks. American Reality refuses to refund my monies and is keeping it for two years, releasing money to owner on December 30th, 2022. The island has no infrastructure, no restaurants, stores etc are and will be open. We did not cancel they do not have a viable island for us to vacation on. Their phone number at the office is not working. Today I received a very condescending call from *********************** who stated that they do not have a broker of record, nor do they need one, they are a chapter 509 and under the **************************************. I am contacting the owner of the home along with the real estate commission and if necessary will be getting an attorney.. Not sure why they feel it is ethical to keep my money for two years, we needed that money to vacation this year.

  

  Business response

  12/03/2022

  Tell us why here...Dear *******************,
  
  Thank you for your review, however, we would like to clarify a few items so that other potential guests may not be misled by some of your comments. 
  I would like to clarify  that we understand that this is an unprecedented situation for guests, owners and all the locals which have certainly been affected the most. However, we have a confirmation in place (which you signed)to set a precedent for situations such as this, and it states that no refunds or changes to the reservation are to be given within the 120 day cancellation period. Even though, we are not required by our confirmation to give any concessions , both our rental office and property owners have  agreed that guests should be given an opportunity to return to the Island when it is ready to host them again. Many of our long-standing customers have been very gracious and accepted because they also understand that concessions are being made when there is not a requirement to do so. Furthermore, you were given the opportunity to purchase travel insurance up to your final payment deadline,however, you declined even though we are located in an area that is affected by hurricanes on a consistent basis. 
  Secondly,you make mention that our General Manager *********************** told you to contact your lawyer, however, you were the one that initially threatened to contact your local attorney if a refund was not issued via an e-mail. We cannot prevent you from seeking legal counsel and as such this is the reason why our General Manager said that you were within your right to do so. Furthermore, we explained that once you seek legal counsel we must cease all communication with guests since it is now a legal matter and it is handled by our legal representatives instead. 
  Also,we cannot attest to ******* Holidays rules and regulations, however, we are following rules that fall in line with those listed in our confirmation which is sent to guests on multiple occasions during the booking process. 
  Regarding our Broker, his contact information is prominently displayed in our website and ******************* is correct in stating that the vacation rental business falls under a different jurisdiction than that of *********** Sales. Therefore, any complaints made regarding the vacation rentals business should be directed at the correct regulatory bureau which is not related to our Brokers license. 
  In conclusion, we are not keeping your money for two years but rather giving you the opportunity to return at a later date when you can enjoy everything our beautiful area has to offer. 

  Customer response

  12/05/2022

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

  There is no viable island to visit.  *************** no infrastructure, no access to island for visitors.  As per the island ******** page, the island will not be back for years. When ***** Destroyed our island Long Beach Island in **********. We had the same leases.  However, ethically and morally, rents were returned to ANYONE who so desired.  We also had the same situation for COVID. How sad that this realtor finds it necessary to keep everyones hard earned money. And yes I will keep writing negative reviews etc. because I would not want anyone else to find themselves in such a situation by bad business practices.  I hope that this complaint also stays with the BBB.
  
  Sincerely,
  
  *************************

  

  Business response

  12/08/2022

  ******************, 

  We will respond to your reviews as we have. Please refrain from using the personal names of employees as you have done. We will also proceed accordingly.

   

  Thank you

  Customer response

  12/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  poor buisiness practices... if you review Captivas ******** page and current videos.. the island is devastated... there is no place to vacation and wont be for year to come... why are they allowed to keep our money? 
  Sincerely,
  
  *************************

*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. ↩