Complaints

• Initial Complaint

  06/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We checked into the resort on a Tuesday with my 72 year old parents. We were told when we booked that there was a working elevator right next to our room, which is why we spent the money we did. The elevator broke during our first day, and there was no communication from anyone about the elevator. It did not work our entire week, and when we called to talk to someone the manager did not respond for over a week. When she replied she was extremely rude and blamed everyone for the situation and did not take responsibility.

  Business response

  07/19/2022

  Business Response /* (1000, 5, 2022/06/23) */ Here at Edgewater, we do everything we can to provide the best vacation experience possible and maintain the facility and our condominiums in the best operating condition. Mr. and Mrs. *********'s reservation was for a seven night stay in unit #0116, of which they occupied and enjoyed. Upon Mr. and Mrs. *********'s arrival on May 31, 2022, all five of our elevators were fully operational and there were no issues reported with unit #0116 by our staff or the Heilbrunns. On the second day of their stay, elevator #1 became unexpectedly inoperative. Maintenance staff was notified, and the elevator servicing company was on site that very day. A part was ordered immediately to repair the elevator and return it to an operational state. We were told the part would take 7 to 10 days to ship to us, so we requested and paid to have the part flown in to expedite the repair. It did take a few days to get the part in, but the elevator was repaired and operational within four days being out of order. During that time, the Heilbrunns and their guests continued to have access to the ground floor via four other elevators in the building. Although the other four elevators may not have been as close to their unit, they were easily accessible from unit #0116 and in working order. To date, we have had no other complaints from anyone with access to elevator #1 during the time it was out of order. Mr. and Mrs. ********* made their reservation on January 15, 2022, and were told at that time that elevator #1 was operational. We had no way of knowing in January or upon their check-in that elevator #1 would go out of order the day after they arrived in June. It was not until their departure on June 7th, that the Heilbrunns expressed their concerns regarding elevator #1 being out of order. As unfortunate as elevator #1 being inoperative was, there are things that happen out of our control, to include elevators going out of order. We do all that we can to prevent issues on our property, but an unforeseen issue like this was indeed out of our control and was resolved as quickly as possible. We did apologize for not posting a sign and will make certain that signage is posted if needed in the future. As a local, independent Florida business, we strive for a solid reputation and exemplary business standards. We hope that the explanation provided will satisfy this complaint. Please let is know if you have any further questions. Consumer Response /* (3000, 7, 2022/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The elevator was not working in 4 days. We checked out on the 7th of June and it was still not working. I know this because we had to get my 73 year old parents luggage down the stairs for them. We did try to talk to someone during the week about the elevator and we were told the manager was not there and to come back. Why should I spend my time away from the beach to deal with your broken elevator. I appreciate the response I just get very frustrated when you spend the amount of money we spent and have to deal with poor communication and customer service. When you are sold something and you do not get what you paid for, I think it is in poor tasted to have to beg management for an apology.

*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. ↩