Vacation Rental Pros
Reviews and Complaints

On September 4 2017 I rented a rental a house on the beach in Palm coast Florida thru the Home away app, which then directed me to Vacation Rental Pros. We paid 3968 total for the week for the original rental ( Beach Belle ) signed a the rental agreement and contract and did everything I was asked in the contract. The rental was paid In full on 5/22/18. I received an email from a Staff member Lisa Farrell from Vacation rental pros on Monday June 25th 2018 stating that the rental was now not available sorry for the inconvenience but I would have to choose from 2 of the rentals that are remaining left to rent, neither are right on the water. I have 10 Family members that have purchased plane tickets to come on this vacation. Which alone totals over 4000.. I was not happy with the situation the customer service I receive was terrible. After looking online for an alternate house to rent and not finding ANYTHING due to it being peek vacation season and such short notice also taking into consideration that we have 10 nonrefundable plane tickets we agreed to change units to a new house that they have available for that week ( The Atlantic) Before we made the decision on which of the two choice we were going to pick we spoke to Jeanne Cates who identified herself and a manger. Ms. Cates offered to refund 1000 if we were to move our reservation to The Atlantic, (720 due to the new house being cheaper to rent for the week and 280 for the booking fee due to this whole situation for a total of 1000) BOTH Jeanne Cates and Lisa Farrell stated to me via email that the new house (the Atlantic) was 720.00 cheaper than the Original house ( Beach Belle) I signed a new contract agreeing to the terms and agreeing to the new Rental ( The Atlantic ). Then Jeanne Cates sends me an email containing a Release of Waiver of Liability Form stating in order for them to refund the money to me I have to sign this waiver releasing them for any further liability when I have not even gone on the trip yet. I then emailed her back and stated I do not feel comfortable signing the waiver due to 1. Not feeling its necessary due to the money being owed to me bc the New house was cheaper than the first house and 2. Considering the current situation i don't trust that something wont happen with the new house out of no where and we are without a place to stay and I signed this waiver saying that they are not responsible. Jeanne Cates stated she would need to talk to her accounting department and would get back to us. We called her back on Thursday 6/28 bc we did not hear back from the company. Jeanne then had her manage Betsy Lopez speak with us. Ms Lopez now says that Vacation rental pros are going to finance the repairs on the Original house and they are willing to undo everything that was just done (renting the Atlantic the new house) and we can have the original house back now? We declined taking this house as Betsy also stated that they were going to try really hard to get the house ready by the date that was needed but couldn't guarantee that it would be. I did not want to bank on the "Hope" that this house would be ready in time so we told her then that we declined to move the reservation again and we would keep the new house and keep everything the way it was. We told her that we would like to keep the Atlantic and want the 1000 refund that they agreed on and owed to us and we would be fine with that outcome. Betsy Lopez then states that she will have to again talk to her accounting department. I did not hear back on Friday, I emailed Jeanne Cates today 7/2 and asked when to expect the refund to be sent to us and if it had been processed. I got an email back from Betsy Lopez stating that now they are only going to refund $520.35 of my money? Betsy Lopez stated that Jeanne Cates AND Lisa Fravell BOTH did not have authorization to offer us a refund of our money THAT WE ARE OWED? I have a signed contract stating the total amount on the new rental CONTRACT/RENTAL CONFIRMATION # 191810 AND I have the signed contract from the original rental stating the total amount that was paid and ironically the new refund receipt that Betsy Lopez sent to me today shows a totally different totals for the week for the new rental than what I signed and agreed to last week! THEN SHE HAD THE NERVE TO ASK IF WE ARE GOING TO BOOK THE NEW HOUSE BEFORE ITS TAKEN? WE HAVE HAD THE ATLANTIC BOOKED PROPERT ADDRESS OF 2995 PAINTERS WALK FLAGLER BEACH FL, 32136 FOR THE WEEK OF 7/21/18-7/28/18 AND I HAVE A SIGNED CONTRACT SHOWING THAT, I SIGNED THE NEW CONTRACT ON 6/26! SO WHY IS SHE UNDER THE IMPRESSION THAT THE HOUSE HAS NOT BEEN BOOKED? Then she states I'm not being realistic in my expectations!? I am very concerned when 10 of my family members arrive in Florida on 7/21/18 we are not going to have a place to stay! Even though I have 2 signed contracts from Vacation rental pros stating that the room is locked in and please also keep in mind that I have paid this company almost 4000 total and it has been paid in full since May 22, 2018.

Be wary of Vacation Rental Pros. In our experience with them, we found them to be deceitful and very hard to reach after the initial sale. They were friendly enough at first when doing the actual booking but after that it was a whole different story. They did not return my voice messages and one time they actually hung up on me as soon as I identified myself and why I was calling. In all our experiences with VRBO, this would have to be the worst and I will never rent any place managed by Vacation Rental Pros ever again. Oh and read the fine print in the rental agreement, that should tip you off as to what kind of a company they are.
Section 25 says, "... Guest agrees that they will not (nor will they cause or cooperate with others to) publicly criticize, ridicule, disparage or defame the Company or its products, services, policies, directors, officers, shareholders or employees with or through any written or oral statement or image (including, but not limited to, any statements made by via wesites, blogs, postings to the internet, or emails and whether or not they are made anonymously or through the use of a pseudonym). ...(penalty)in the amount of Five Thousand Dollars ($5000), per day each occurance"
You have to ask yourself, what are they trying to hide that they have to put that in their rental agreement? I have never seen that language in a vacation rental agreement before. That agreement basically says you can't complain about your accomodations (products, services), them not returning phone calls, etc. The very thing that reviews are there for, to help other's decide whether or not a place is a good one to spend their annual vacation time at. Again, what are they trying to hide except they know how they operate and they are trying to keep that from getting out. This was my experience but I would suggest you stay clear.

I currently have a BBB complaint filed against this company.

The rented a house that was uninhabitable, and I am a camper, so I am not picky at all.This house had sustained damage to the chimney, according to the maintenance department of VRP.

The carpet was wet and moldy and the house smelled extremely bad. It was an unhealthy place to stay so I requested an alternative. I gave a wide range area IN WHICH I WAS WILLING TO STAY. They offered only one.

According to the website, its price was comparable to the one we rented originally. However they wanted $974 more for the "upgrade." They blatantly gouged the price, knowing that we were 8 hours from home. They gave no consideration to the fact that we did not want an upgrade, we had no choice but to move, due to their negligence. Since then, they have attempted to charge my credit card several times without authorization.

They have been very dishonest and disorganized.My advice is to STAY AWAY FROM THIS COMPANY.

September 6, 2015
[protected]

We live in Ponte Vedra Beach and wanted to rent a home on the ocean nearby so we could enjoy a month of relaxation with our family. To be able to keep our Kayak and other items there for all to enjoy. We first booked from 9/6/2015 to 9/29/2015 the cost was $4132.78 total with fees and taxes. We then decided to add 2 additional days 9/30, 10/1 departing on Friday October 2, 2015. The additional fee for these 2 days was $152.78 per day so a total of $4, 438.34 was paid in full before we occupied the home.

We arrived at the home and immediately had many issues. This property was new on the market with vacation rental pros. We were the first to rent this home and it was not ready. There defense is this is a Bronze property and is the lowest rating in their system. I would not expect the following issues to be acceptable in the Bronze rating. Garbage was piled in drive from previous tenants. I called to have removed. Ours was not picked up while we were there a month. No garage door opener to get access to garage to store Kayaks. It took 2 weeks to get it. In the meantime we had to keep Kayaks at our home 30 minutes away. The front stairs entering the house had overgrowth so when you walked to the front door you had to move the bushes out of your way. The outdoor shower they advertise was horrific and very dangerous. All of the shower and the back deck was covered in slippery algae. We call several times about this and they never pressure cleaned until we left. Not even when we called to report and injury because one of the kids slipped on the back deck stairs covered in algae and broken. They since removed the outdoor shower from the features offered. They advertise that you can walk from your Master bedroom to the ocean. Well the sliding doors are permanently closed and you can not access the ocean. The doors are rusted and corroded. I called about this as well and nothing was ever done. The second night we are there we are sitting on the deck and we see a good size rat. We called they sent pest patrol and rat traps. The home was infested with roaches. At night if we would turn on any lights roaches were everywhere. I called again and they sent someone to spray. The rental company said that it was because we left dirty dishes in the sink etc. These were roaches that fly in from outside and apparently were nesting in the home. Had nothing to do with dirtily dishes. The pest control said it would take up to 10 days to kill. Keep in mind we are renting this for our family vacation. The toilets would flush very slowly. The last day we were there they had the septic tank pumped. This should have been done before home was available to rent.

There are more issues that I can address and I have photos and documentation of all complaints. We ended going back to our home to sleep and rarely stayed there. I could not deal with the roaches at night.

Our departure date was Thursday October 1 . We had already left the home and packed most of our things. I called management to let them know that I had some items still left in the home that I would have someone pick up on Friday. My concern with putting the stuff in my car for fear of roaches.

On Friday when I arrive with someone to get our things the locks were changed and they would not return approx $3000.00 in items left. This was very disturbing to me. I am a painter and took my paints, easel etc expecting to paint while I was there but that didn't happen because of the issues. The food that was in the kitchen, our 52"flat screen tv and blue ray player. We brought our own tv because the one at the home was too small. I had a sign painted for a local builder and was going to deliver it because it was close by value $500.00. The little items coffee pot, folding outdoor table, theorem coffee cups etc. They still have and will not return. There office is close by our home. We have gone over twice to resolve and they will not return our items. I spoke to Werner Zehr Customer Service Manager on 9/30 to let him know I would have the items picked up on 10/2. I was very clear as to why and the home was not rented for the weekend so I thought the lease they could do was accommodate us with this request. I was wrong. I arrived to find the locks changed. I was never told this was going to happen.

They now are charging us more money if I want my things. It's appalling. They currently have been paid $4, 438.34 now are asking for an additional $280.00 to get the items I left. This is for the additional night and locksmith charges. They charge in there contract $150.00 damage waiver and a $250.00 cleaning fee and a booking fee. Wouldn't one think they are covered for the locksmith with the $150.00 and the additional night was certainly not for pleasure it was because of roaches. It's ironic because they did try to give us a credit of one night to appease of for our troubles during our stay.

This has been very stressful and expensive. Not to mention the items that they will not return. We are honest people and just want them to be fair. I have never in my life been treated so horribly by any company. They have a monopoly on rental properties here and use that to bully people. They need to be exposed. If they do not may good on what is fair we will pursue further with attorney counsel.

We would like our things returned immediately. And a full refund of $4, 438.34. It's been five months without my paint. I had to repurchase to do my work.

Please review the pictures and documentation provided. We also have copies of the service request and notes from vacation rental pro showing the dates completed. Please be aware that our departure was 10/1 and the trash was removed on 9/29 the pressure washing and broken stairs was completed on 10/6. The most disturbing note shows the owner was aware of the repairs needed and refused to complete and its noted by vacation rental pros. This is where one of the kids friends fell down and was hurt.

During our stay and since the departure we have repeatedly tried contacting Steve Milo the owner of the company by phone email and stopping by the office he has in Ponte Vedra Beach. We have never once heard from him. In addition we have attempted to contact the Maintenance Manager Kyung Bishop with no response from her as well. Last week I made a second attempt to retrieve our things . I stopped by the office to see Kyung Bishop who has avoided contact with us. She was very rude and threatened to call the police on me. I said please do because you have our things. She then referred me to a guy name Ron in the office and he was going to look for our things and call me. I have never heard from him.

Resolution:
We need a full refund $4, 438.34 and all of our items returned. We have the documentation to take this to court . If we have to go that route then additional fees for anxiety, stress etc. will be added to the cost.

Our contact is Duguay [protected]@gmail.com [protected].

I travel frequently and this is one of the worst customer service experiences I have ever had in the hospitality industry. Vacation Rental Pros should be renamed Vacation Rental Cons. We stayed in a diamond rated Beach property and we're not allowed to have more than one towel per guest, and the towels we did have were very cheap. The laundry facilities were not adequate for a 14 person household. We called customer service to receive more towels and were told we could not have any more. They were not at all interested in providing any customer service. We also had issues with the air conditioner and no one would come out and help us. There were cockroaches and the floors were very dirty. The house did not have direct beach access and the website removed a review that mentioned the lack of direct beach access. We even inquired about this and they feigned ignorance. The wi-wi-fi does not work, there were no window treatments in the living area, snd there were inadequate kitchen supplies. The fees were outrageous for what we got and we will never again rent from such a terrible company.

Our stay last week on Ft Myers Beach through Vacation Rental Pros was horrible. To laugh the only qualified people we meet was Maintance. It's sad that the Maintance man was the only one who knew the area, was professional and actually helped us.

We checked in to a dirty home with many issues. Upon calling a number for someone not here, we got the run around. We were called back by a rude female who's only excuse was this was her first week and offered no solutions. Why a company would have a person on her first week, with obviously no experience or professional training call is a mystery.

When the Maintance man showed, they were the best. They resolved our repairs immediately and even cleaned our toilets, they were disgusting. When asked what the issues there were, the response was " minor growing pains and they are good people, give it a chance" very professional and delt with us very well, honestly we were very upset and rude when they arrived. He also asked, what else he could do and immediately got on the phone and produced results. He even stopped by a few days latter and asked how it was going. What Maintance man does that? Bravo for hiring them! Shame on you for hiring the other staff you have.

My advice to people renting on ft Myers beach is, make sure Alan and his team are your Maintance men, they made it all work. My advice to Vacation Rental Pros is, fire them all and let Alan train your staff.

Back to the cold...maybe next year I'll come back.

I have been searching for a week to find a beachfront rental home in Northeast Florida for a specific date range. I receive 172 results when I search. However, I've emailed about many properties owned or managed by Steve Milo, owner of Vacation Rental Pro's. I have not received a single response from him.

There is not much of a solution that VRBO can offer me for my situation. However, I think you should be aware of the complaints I and many others have against this property manager. There is no other outlet for me to express my concerns.

Add to this, the location of Northeast Florida is the only area we can meet family members for a beach vacation. This was supposed to be the first beach vacation we take our daughter on and also to meet her aunt and cousins for the first time. I am very certain that this trip will not happen and I feel that Steve Milo managing the properties in that area is keeping me from this.