Complaints

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Stay: 6/23-6/25/2023 Hosted on VRBO platform We stayed in a JZ Vacation rental at the end of June. The place looked great online, and had decent reviews. This was a 2 story home with the first floor being rented out. Our first night went fine, but our second night was a nightmare which has never been resolved by the property management company or the owner, ****. About 11pm the second night of our stay, water started coming through the ceiling from the second floor apartment. We thought there could have been a burst pipe and called the maintenance number. We put the trash can under the leak, but then water started coming down the walls, through the floor, and was gushing everywhere. We used every towel and trash can we could find trying to keep the water from causing more damage. The maintenance man came and went to the resident's upstairs apartment. She had rented there about a year and caused problems and loud noises because she didn't like the fact that the downstairs unit was a short-term rental. The maintenance man told us that she did things to everyone who rented the downstairs unit during their stay. As it turns out, the upstairs tenant intentionally flooded her bathroom which was right above the downstairs basement. She took the shower curtain out and aimed the shower head to the floor outside the tub. She only stopped when the maintenance man shut off the water at the street and confronted her. For the price, and the problems, I requested reimbursement. The agents who answer the phone kept telling me they would escalate the situation to management. Each time I called to check on the situation, I had to repeat the entire story even though they record all their calls. Eventually I was told that the owner would be available to speak to me. I left him a message and he did return my call once and left a voicemail. Each time I tried returning his call, I never received a call back from him.

  

  Business response

  10/23/2023

  Hello, 

  Unfortunately, the resolution for this issue did not get properly escalated internally. I processed a refund today (10.23.2023) for a little more than 1 night's stay for this guest as requested. 

  Customer response

  11/09/2023

  The owner of the company reached out directly and we resolved the issue to my satisfaction. 

• Initial Complaint

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The inside of the house was lovely, and the location was nice, however, our stay was upsetting. I have attached pictures of the screened in area and outdoor patio where we wanted to spend our time. There were cobwebs everywhere and the furniture wasn't clean enough to sit on without getting wet or dirty. We were harassed daily with texts stating "Hi *****, we were made aware of elevated noise at your rental. Please be mindful of the noise levels to ensure comfort for all of our guests and neighbors.". Over the four days we were there, I received 4 texts. It was just my husband and myself and our noise level was not loud. We also had problems with the front door as it would constantly make clicking noises and then lock automatically. We reported all of this to JZ Vacation Rentals. I am asking for a partial refund as we held up our end of the contract but the rental unit/property owners and company did not. We have rented for many years and locations and have never had such an upsetting experience. Very disappointed.

  

  Business response

  09/29/2023

  We sincerely apologize for the bug issue outside the home. We are still trying to find the best solution to keep bugs from happening at this lake house. The guest did reach out to us and asked for a refund. Our support team responded and let her know that they would escalate the issue and ask for permission for a refund. We never received a follow up request before this was reported to the BBB. It was never our intention to not respond about a refund. I will have my staff look into this and reach out directly to the guest. We are unable to fix the issue if we not given the chance to do so. 

  Customer response

  09/30/2023

  I have attached the communications between JZ Vacation Rentals and myself as the issues first began and up to me contacting BBB. JZ Vacation Rentals had time to reply back to me and are just now responding since BBB has gotten involved.  I have replied back to them and given them a time to call but at this point, I am not satisfied with the company's response to my complaint.

*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. ↩