Vacation Rental Authority

[redacted],We will not be offering a full refund for the non-re-booked nights. There were multiple communications with you that if the nights were not re-booked that you were welcome to stay, we also communicated the nights that were re-booked. We refunded you an extra night that was not actually due (per re-booking agreement) which was an additional $288.76. Your cancellation agreement was clearly outlined as to the policy. At this point we have completed the following as well as offered additional compensation to end a situation amicably with you, where we followed the guest agreement you agreed to and signed. We have issued three nights refund (when we only re-booked two) in the amount of $866.30 - We have caught a mistake on the cancellation fee being billed at $360.96 that should have been $180.47, issued the adjustment for the difference of $180.47. We have also offered you two free nights towards a five night reservation with a nightly rate comparable to the home you booked, $288.76 before taxes and fees. You have rejected all amicable offers and wish not to honor your end of the agreement you signed. The offer of the two nights towards a five night reservation of comparable home does not expire and I have added the notes to our system, we will honor it whether you have rejected it or not. This is the offer we will stand by our side of what has already been done. I am sorry that a compromise could not be reached.

Complaint: [redacted]I am rejecting this response because:
Completely inaccurate. Items were not repaired. Company input duplicate charges into cc bill. Business clearly has no interest in taking accountability for its actions.
Note also that the business does not post all reviews it receives on its website, contrary to its representations. To other complainants or viewers, will update following court filing.
Sincerely,[redacted]

I believe this owner is well-meaning, but has misunderstood the undue concessions we have agreed to and paid in the past.  Perhaps they now believe such items are really our responsibility, rather than just a nice thing to do to keep a good client happy.  Following is an outline of how we...

consistently handle damage.
When there is guest damage, we repair the given damage at our expense with no questions asked.  Repairs may be scheduled immediately (within an hour) or scheduled out 2 months during the back to back Summer season, depending on when the next guest is coming in, how fast we can get parts, and how pressing the item is for enjoyment of the home.  Then, we file a claim with CSA Travel insurance for reimbursement. Repairs are made and claims filed on a regular basis, including for the property in question. On occasion when there is no reimbursement, Vacation Rental Authority is out the cost of parts and labor as we typically do not ask owners to pay for guest damage we have repaired. 
Wear and tear is the property owner's responsibility and expense.  We submit bids which include details on the scope of work, and once accepted never go over the bid amount.  This case was no exception, as the owner accepted the bid and scope of work in writing for their deck. Work was completed in a timely manner by a licensed, insured and highly ethical contractor who was not notified by the owner that they were unsatisfied.  All indication on my end is that the deck was done exactly as requested and on budget, but this cannot be verified (or disproved) because the deck has unfortunately been altered since the completion of our work.  I know from personal experience that he would have made it right at no additional cost, had he been given the opportunity. 
Whether purposeful or not, the owners racked up disproportionate and unreasonable expenses throughout their house by not involving us. While they are always welcome to update their home and furnishings at any cost, this approach negates our ability to verify and inspect for guest damage, complete needed steps for insurance coverage, and minimize out of pocket expenses for all involved.  Our policy is to fix the problem when one exists.  We have not agreed to, and do not as a rule, reimburse owners for their elective purchases or unapproved contract work.  I am truly sorry this owner is unhappy, and wish them well in their future endeavors.

Revdex.com,I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Please see attachment or see below...
Regards,[redacted] 
Dear [redacted] :
This message is in regard to your complaint submitted on 7/26/2015 4:29:03 PM against Vacation Rental Authority. Your complaint was assigned ID [redacted].
Revdex.com has received a response from the business regarding your complaint. Please provide Revdex.com with written verification of your position in this matter within 7 calendar days. We request that you provide any documents, such as a contract, work order or service request that support your position.
When responding, reference your complaint ID number and Resolution Moderator. Please respond in one of the following ways:
• If you received this letter via email, please click on the ‘Respond to this complaint’ link to the left.
• Email me directly at
[redacted]
• Fax your response and documentation to 509-838-1079.
• Mail your response and documentation to the Revdex.com at 152 S Jefferson Ste 200 Spokane, WA 99201.
Please remember that by filing a complaint with Revdex.com, you are representing that it is a truthful account of your experience with the business. The text may be publicly posted on the Revdex.com website. Please do not include any personally identifiable information when describing your experience and desired outcome. Revdex.com may edit your complaint to protect privacy rights and to remove inappropriate language.
Your prompt response is appreciated.
Sincerely,
[redacted]
Accreditation Services Supervisor
Phone: 206-431-2222
[redacted]org
Revdex.com
I will make the beginning and end of this short and concise.  This statement on behalf of VRA is appalling and laughable at the same time.  I have NEVER read something further from the truth, nor dealt with a more unprofessional company in my life.  I will simply address their statements in red, following each paragraph.  Other than that I will not waste my time in a “he said, she said” battle, buying for attention.  They didn’t address the issues in the statement that I made previously, instead went on this tirade that is completely false and, in all honesty, I am speechless.  (which is rare, but this is over the top.)  So the only thing I know to do is address every last thing, I can fit in, and leave it at that. 
MESSAGE FROM BUSINESS:
Thank you for the opportunity to respond.
This guest called with complaints of dirty carpet and trouble with the a/c on the day of check-in.  As stated in the complaint, our Operations Manager, Kristine, quickly showed up on-site.  She was shocked that the carpet was dirty, (a)but the sheets were not given to her as an issue.  At the time, Kristine had no idea why the carpets were dirty, but immediately (b)offered a move to our only other home available, or (c)a full refund so they could stay at a hotel, in an effort to make the guests happy.  Although we were very busy, Kristine gave them a (d)personal tour of the other home.
<!--[if !supportLists]-->(a)        <!--[endif]-->As far as the sheets are concerned, although we had attempted to put my 10 month old son down to for his afternoon nap (with obviously no success, due to the extreme heat throughout the house), we had not had any reason to pull the sheets back, given we had been in the house less than 30 minutes when she arrived. 
<!--[if !supportLists]-->(b)        <!--[endif]-->The other home that was offered, that Kristine drove us to, in HER car (I’ll refer to this later, as clearly, it is not normal to offer to drive alone with people if you threatened by them) was a three (3) bedroom home.  Because there were four (4) couples, two (2) of which had a child with them, it was agreed by myself, Mrs. [redacted] AND Kristine that it wouldn’t work.  We even tried to except one couple sleeping in the unfinished basement on a cot.  It was not going to be big enough for the eight (8) adults, a five (5) year old and the infant.  Not to mention, we were paying for a four (4) bedroom home.
<!--[if !supportLists]-->(c)        <!--[endif]-->Regarding the “full refund” offer: After being told by Kristine that they (VRA) could offer a 20% discount on a rental the following year (4th of July weekend, 2016), I immediately realized there were some red flags within the operations of this company.  I replied by asking Kristine in the car, on our way back to the original house, “So, what if we just said, ‘No.  This is not acceptable and we will not be staying here.  We want a refund, as we are going to go and stay at the resort?’” Verbatim.  Her response was, “That is not an option.  We do not offer any refunds.” Verbatim.  I, now VERY concerned with the ethics of this business, immediately replied by stating that there is not a business in this country that can refuse a refund on a product or service that is not to the standards that were agreed upon at the time of purchase/payment.  I then mentioned to her that it wouldn’t take much of an attorney to fight that argument.  She responded by stating, “You mentioned attorney, I am required to contact our attorneys and ask you to leave the premises.”  Ironic, because neither was done.  Regardless, Mrs.B and I were told by Kristine that Vacation Rental Authority (as a company) does NOT offer any form of refund.
<!--[if !supportLists]-->(d)        <!--[endif]-->Again, this matter will be mentioned in more detail later, but why would someone give a “personal tour” in an empty home, if they felt threatened?
For some reason that seemed odd to us, the guests insisted on staying in the original house despite their claims that the carpets were dangerous.  (e)Although they appeared dirty, we had no indication that they were dangerous so (f)our primary focus was helping the guests to feel more comfortable.  (g)We vacuumed and learned that they could not be cleaned with a vacuum - we were confused.  (h)The existing a/c was working, but the guest insisted on more a/c, (i)plus a rug for their baby to sit on.  Both were provided the same night.
<!--[if !supportLists]-->(e)        <!--[endif]-->I don’t believe I EVER agreed on paying for a rental home that was “dirty,” but not to the extent to cause harm.  Who decides when filth becomes dangerous?  “Dirty” for a 10 month old is dangerous.  “Dirty” was NEVER mentioned in the services that were to be provided.
<!--[if !supportLists]-->(f)         <!--[endif]-->“Our” – We asked three (3) employees (Kristine, Mike (if I remember correctly, who delivered the 2 AC unit) and the young man that answered the business line originally) multiple times each to speak with the owners.  Mike and the young man on the phone stated that they would do what they could and both took my information. Kristine stated that they would be contacting me, (see email conversation below) but then changed her story.  Robert and Cheryl L[redacted] had ZERO “focus on helping the guests.”
<!--[if !supportLists]-->(g)        <!--[endif]-->First, Kristine told us that there would be a cleaning service there Saturday morning.  Later Friday night, she informed us that it would be her, because they couldn’t find anyone to do the cleaning due to the fact that it was a holiday weekend.  NO ONE ever showed up and NO ONE vacuumed anything during our time there.
<!--[if !supportLists]-->(h)        <!--[endif]-->Yes, the one (1) window unit downstairs, in the dining area was “working,” as in it was running.  However, there is a closed off bedroom downstairs and even worse, three bedrooms upstairs that had ZERO AC.  Kristine and Mike (again, I apologize if I am getting the name incorrect, but it was the guy that delivered the 2nd window unit) both asked to go downstairs to continue our conversations stating it was too hot to be upstairs and both visibly sweating along with the rest of us.  My husband had to take our son to the car to run the AC, so that he could calm down and eat. Kristine was there and saw this take place. So, YES, we absolutely, insisted on more.
<!--[if !supportLists]-->(i)          <!--[endif]-->The first person to mention a rug was Kristine.  She was offering to move the rug from the three (3) bedroom house to the other one.  She specifically said, “It’s better to ask for forgiveness, than for permission.” Verbatim.  However, I not only agreed, but was, by no means, satisfied with the one they did bring.  It didn’t cover more than 1/3 of the “dirty” floor.  We had to cover the rest of the carpet area with blankets (see images) and block off the kitchen area because they were just as filthy (see image of towel).
It is true that Coeur d'Alene was unusually warm during the time they stayed, and we purchased portable a/c units to supplement the cooling systems for many of our properties.  A/C units and fans quickly sold out of all stores including Walmart, Home Depot, Lowes, Costco, everywhere, and we bought as many as were available.  They were spread out among our properties, including the one where the guest stayed.  (j)This cost our company several thousand dollars, complementary to assist our guests get through the unusual heat wave.
<!--[if !supportLists]-->(j)         <!--[endif]-->Mike (the young man that delivered the 2nd AC unit) stated that he was delivering the unit from the three (3) bedroom home we had looked at, so I’m not sure how that cost them several thousand dollars.
Later we interviewed our housekeeping and quality assurance staff, and determined that the carpet was NOT in that dirty state at the guests' arrival.  (k)Immediately prior, our housekeeping team had thoroughly cleaned the house including carpets per usual.  Subsequently, an independent quality assurance team checked their work.  Both teams attest to the carpet being in good, clean condition and "guest ready".  (l)There was no unusual substance on the carpet that couldn't be vacuumed...all was normal and clean.   For context, we clean and manage over 60 homes in the area, (m)and this was the only housekeeping complaint to date, with over 150 check-ins for the Summer through July 20.  
<!--[if !supportLists]-->(k)        <!--[endif]-->The following week, I was personally told by Robert that he had been at the home that morning and therefore, HE knew that it was clean and “guest ready.”  Now they are claiming that it was two (2) third party “teams” that were there.  Again, more red flags.
<!--[if !supportLists]-->(l)          <!--[endif]-->I did NOT agree to pay for a vacation rental that was simply clean enough, because it didn’t contain anything that a vacuum couldn’t clean.  They already admitted that it was “dirty.”  Is “dirty” “normal and clean?”
<!--[if !supportLists]-->(m)      <!--[endif]-->1. I’m not concerned with how many properties they have to upkeep.  As far as I’m concerned, if you can’t manage them, don’t offer them. 2. I don’t care about anyone else’s experiences, as they do not affect mine.  3. This statement isn’t even true, as there is a complaint online from a guest the following weekend. (see document below)
It was all strange, and the only possibility is that (n)the guests had done something to the carpets to ruin them and make them appear dirty without the ability to be cleaned.  Still, we gave this guest the benefit of the doubt.  (o)Instead of billing them for the carpet replacement, we submitted a damage claim on their behalf. This was an effort to save them money (in case damaging the carpet was an accident).   (p)Although we immediately provided fixes for their complaints, the guests continued to insist on staying at the original house and despite being unhappy. 
<!--[if !supportLists]-->(n)        <!--[endif]-->Our check in time was 4:00 pm, Friday, July 3, 2015.  The first phone call to express our concerns to VRA was at 4:15.  If they had two teams there immediately prior to our arrival, that would mean that we had to have caused enough damage to ruin the carpets, knock down a smoke detector, create black filth all over the kitchen and dining floors AND dirty the sheets in less than 15 minutes.  This doesn’t exactly add up.
<!--[if !supportLists]-->(o)        <!--[endif]-->Robert threatened on several different occasions to “sue us for everything we’re worth.”  I find it hard to believe they wanted to save us money.  Is there a copy of this claim?
<!--[if !supportLists]-->(p)        <!--[endif]-->Not only does this not make sense, it is absolutely false.  They didn’t fix anything and wouldn’t even call us back when we requested to speak to the owners, so that we could figure out a resolution.
Unfortunately, we started receiving mean, loud and threatening phone calls from the guests.  (q)They showed up at our office, yelling, cussing and threatening, demanding a refund while insisting they would not leave the house they were complaining about.   (r)It turned out they wanted the services without paying for them, and were willing to do anything and say anything to get that.  (s)They said they'd ruin us with bad reviews and complaints to the Revdex.com if we didn't refund them the amount they requested.  It was so unbelievable we asked for their "request" in writing.  Attached you can see what they wrote, in terms of us refunding $400+ so they wouldn't smear us online.  (t)We denied their refund request at first, because we provided fixes to the issues and they insisted on staying to fulfill their reservation.  However, when they started writing bad review after bad review we finally decided it was easier to give in and give them the money (see attached email thread offering the partial refund).
<!--[if !supportLists]-->(q)        <!--[endif]-->See Mrs B’s Response.
<!--[if !supportLists]-->(r)         <!--[endif]-->This is a joke.
<!--[if !supportLists]-->(s)        <!--[endif]-->They wanted one bad review taken down, in which I didn’t even write.  Way do they have a “reviews” site if you can’t “REVIEW” them or their services?
<!--[if !supportLists]-->(t)         <!--[endif]-->They NEVER denied the money.  As a matter of fact, Robert said that he would pay the money “when I get around to it,” (verbatim.)  After getting legal advice to give him seven (7) days (due to my lack of telling him a date in which I expected it by) I then contacted the Revdex.com.
By then, it was too late.  The guests then wanted more money ("50%").  (u) Finally, they began demanding a full refund, or the bad reviews and reports would continue.  In the email thread, they claim my husband Robert was mean and threatening, but this is backwards.  The guests were belligerent in the office and also over the phone, and my husband Robert stepped in because their behaviour was over the top.   Despite the guests indicating that he was the one threatening and yelling, this is simply not the case.  They were outrageous, loud and threatening themselves.  Robert is a professional, and acts as such.  In this case, he did have to push back to protect his employees from their continuous abuse.  He requested their demands in writing, told them to stop threatening us, and at one point he had to ask them to leave the office because they were causing a scene.
<!--[if !supportLists]-->(u)        <!--[endif]-->I have not spoken with anyone from the VRA since I contacted the Revdex.com, which is when I first stated that, at this point, I demand a 100% refund.
<!--[if !supportLists]-->(v)        <!--[endif]-->If we were so “threatening, WHY did one employee invite us into her car to go to an empty home, ALONE; and another employee sit and have two drinks with us??  The rest of this is, CLEARLY, illiterate, nonsense.
A refund simply is not reasonable, and the services they purchased were more than rendered.  We went above and beyond to help them.  When we finally gave into the original demand of 33% refund in an effort to stop their harassing behavior, they started asking for 50% refund.  Now, 100%.  There is simply no pleasing them.  We provided timely, complete service.  We spent a good deal of money trying to fix their complaints.  We offered a new place or full refund the day they arrived (prior to services being rendered).  All were met with disdain, refusal and abuse at every turn.  Now, we have a carpet that needs replacing that the guests damaged, on top of the other expenses we incurred.  Any type of refund in this case is not warranted, and in fact they owe us additional funds for the new carpet if the insurance does not accept responsibility.
Attached you will find:
"Gmail - Fwd: Attn: Robert L[redacted]" Email from guest demanding refund for a specific amount, or they would destroy us online.  When the amount was finally offered, they demanded more...all in the email.  This includes photos which show the carpet, and bruising on their kids which do not make sense to be caused by a carpet.
I hope this helps fill in the blanks, and if there is any further information you would like, please let me know.
Kind regards,
Cheryl L[redacted]
Vacation Rental Authority, Inc.
I have nothing further to say than if ANYTHING is defamation of character and untrue… it is this statement on behalf of VRA.  I have a job and a family (which includes the 10 month old who was put in a horrific situation, causing his dad to have to take him to urgent care after my flight had left on July 5th). I should not have to take time away from those things to handle the unprofessionalism of a company run like this.  Unfortunately, that is exactly what so many operations of this nature are hoping for.  They want time to run-out.  Well, below you will see statements from all three of the other couples, pictures and emails.  I will be happy to provide any cellphone and/or landline documentations privately proving that we called at EXACTLY 4:15, etc. 
[redacted]
STATEMENT FROM MRS B
We were the first to arrive in town, and went to Vacation Rental Authority just before 3 PM on July 3rd,2015.  Upon arrival we were just given a piece of paper with the address and door code on it for the house, and told we could not check in until 4 pm.
We then drove by to see where it was located. We noticed it was not within the distance we had asked for, but it was possible to walk to down town. We met up with couple G and Couple K at a local grocery store. After shopping we then went to the rental house together, couple B, G and K a few min before 4pm.
When we first walked in, it was so hot we couldn't breathe in the house, and the over whelming smell of cat urine or smoke (we don't know for-sure what the smell was) we opened some of the windows to try and air it out. At that time couple K put their 10 month old down on the living room carpet with a few toys, while we brought in our groceries and suitcases. Couple G went to check out the rooms at that time, and turn on the AC. It was then we realized there was no Central Air conditioning. There was a small unit sitting on the floor of the kitchen area. it was cranked to high and was not producing any cold air. The home read 90 Degrees. Couple G told us it was so hot upstairs you couldn't stand it.
Couple K picked up their uncomfortable baby at this time as he was fussing due to the heat, and when picked up we seen his legs , hands and top of feet were black with what looked like soot. At that time [redacted] decided we needed to call the rental agency. it was 4:15 , we were only in the  house for 15 min. I took the baby and went into the bathroom to wipe the black stuff off of him, and seen the bathtub was dirty as well. I wiped him off with soap and a facecloth. 
I only heard the one side of the conversation, but [redacted] was very polite and asked for a manager as we had some big issues with the house. She then put it on speaker phone so we could hear the conversation. The person on the phone first said that the manager left for the weekend. When [redacted] then asked for a owner, the person on the phone said , oh wait the manager just came back in. At that time [redacted] told Kristine the issues with the house. She said that she would come over and see what she could do.
When Kristine arrived approx 45 min of the call to her, she walked into the home and immediately agreed it was an uncomfortable temperature. We showed her the cloth from wiping the baby's legs and our feet from walking on the floor. She then said she was embarrassed and didn't know what to do about it. 
I asked her if there was any other available houses. She  said she had to call HER manager and would be back, Kristine went outside the house and was talking on her cell phone for quite awhile. When she came in , she told us there was a possible 3 bedroom house available but she was unsure of the condition. it was being renovated and she did not know how far along the place was, or if it had AC. She offered to take us over to see it. [redacted] and  myself went with Kristine , she invited us into her vehicle. 
Upon arrival to the 3 bedroom home, firstly we noted it did not have a yard or any fenced area. We had a 7 yr old and a baby so this was not a good idea. It was also was very tiny for 4 couples. The kitchen and living room were separate and we all could not gather in any of these rooms. Also the house was hot as well and only had a small portable AC unit in the living room. We checked the bedrooms and the two lower rooms were fine, but the problem was with the 3rd room, it contained 2 bunk beds and we have 2 adult couples. This would not work. Kristine then suggested we carry a bed to the unfinished basement. When we went down there, the stairs were steep and the smell of wet musty basement was horrible. We (all 3 of us) agreed this house would not work for us. We then asked Kristine if she could take the  large throw carpet from that house and the AC unit to the one we were in, she said at first it was a great idea, then said she had better call her manager and ask.  She did that in front of us and was told no, also in that conversation we over heard Kristine and whom ever was on the other end, that they needed to get rid of the bella vista rental as it was such a large problem for them. When she hung up I asked her what she meant by that , and she said they had issues with the owners staying in it and leaving without cleaning up after themselves. thus the case with the current situation. She said the owners had just left after a few weeks stay. 
[redacted] then asked her if we could have our money back as there didn't seem to be any way to accommodate us. Kristine then told us that no way could this happen, Vacation Rental Authority did not give refunds. At that point [redacted], said to Kristine she didn't believe that, she said that no company could do this to anyone , especially when the accommodations were not livable. She then stated if she contacted a lawyer she was sure they would agree. When this happened Kristine got  very angry and told us that due to [redacted] statement including a mention of a Lawyer, then our choices were to leave the home, we said we would with a full refund immediately , she said we would get no money back. I then stepped in and worried we would have no where to stay as the weekend was booked at all hotels. I told them both to calm down and what could they do to make it acceptable for us. Kristine said she would get a carpet to cover the living room , two extra AC units , send a housekeeper in the morning to wash the floors and bathrooms,  try and get us a boat slip in the marina for our troubles and 20 % off our next stay with VRA. 
She then dropped us off at the first house. as time went by , I don't remember how long , but over an hour, [redacted] called her back to ask about the progress on the carpet and AC units. She was told they were on the way, and she would call back with the update on the boat slip and the cleaning staff time for the next day. 
When the maintenance worker showed up he only had 1 small area rug , about 8x10 and 1 portable AC unit. When he entered the house he was shown the dirt on the floors and the fire alarm sitting on the stairs. He agreed with us that this was a problem and the heat was unbearable. He went upstairs and put in the one extra AC unit, and agreed that it would not be able to cool the whole house . He was so uncomfortable and hot we offered him a cold beverage and he gladly sat with us for a few minutes. He was very nice, and told us how he had been run off his feet all day with problems at most of the rentals. After another cold beverage, he thanked us and said he wished he could do more but was only authorized to do what he was sent with. We all shook his hand and thanked him for his efforts.
At about 930 we still had not heard back from Kristine about the housekeeping that was supposed to be there in the morning, we wanted to be able to be out of her way, so Mr B called her using [redacted] phone as she was the only one with an american cell plan. Kristine answered and told us to leave her alone and she would be following up with an email due to [redacted] mentioned legal action. It was soon after we received the email that said basically to stay where we were and shut up or leave with out any refund. that email is attached. There was Never mention of getting our money back, nor did the email state that fact.
For the rest of our stay we just dealt with the issues, as it was clear this company did not care about us or the condition of the rental unit. It was that night when climbing into the bed we found the choc chips inside the sheets of one of the beds, the sink plugged when we tried to run a  load in the dishwasher. Mr B had to buy a plunger to unplug it, just so we could use the sink in the kitchen and wash dishes. We all had to wash our sheets, and we vacuumed and washed the floors just so we could be comfortable enough to stay. The house keepers never did show up. 
The first night 2 of the guests had to sleep outside on lawn chairs until about 5 am as it was too hot inside to sleep. others left their bed sheets damp from washing them to keep cool. Couple G and Couple M left after the second day , they could not deal with the heat any longer and the dirty conditions. All that stayed on July 5th was Couple K and Couple B. On the morning of July 5th we noticed the baby was covered in a bad rash, he was then taken to urgent care that evening . I believe the outcome was a heat rash with some infection spots due to the dirt.
Couple K left early morning July 6th. Couple B stayed to clean the house. Mr B and Mrs B put in a load of Towels for the housekeepers , washed and put away all dishes, made sure house was clean,. it was in better condition when we left than when we arrived. 
Due to not having a phone with us, we had to drive to the office of VRA to check out. When I arrived, Mrs B went in alone. I gave the check in papers to the receptionist.She asked me how our stay was,when I stated it was horrible she offered to get the manager for me to speak to. I asked her who it was, when she said Kristine, I told her it was OK that we had been dealing with her on Friday and received an email to shut up or get out. The receptionist was shocked, she asked me if id like to talk to the owner of the Company. I was hesitant, and she said he was just down the hall to follow her. 
I was standing behind the lady and she asked Robert if he had a minute to talk to me, he said with me standing there he really didn't want to. The receptionist said we had a bad stay and he just rolled his eyes, and told me to go into the conference room. 
When I tried to shake his hand and introduce myself , he refused and asked me what I wanted. I then asked if he had spoken to Kristine about the problems we had with Bella Vista Property. He said no , and what did I want. I then tried to explain it to him and he cut me off and said he was sick of everyone this weekend with made up exaggerated stories of their stay, that everyone just thinks they should get a free stay.  I then said all I wanted was for him to accompany me to the house and walk around with bare feet  for one lap and have a look. He refused to do so. I told him We had to clean the house just to be somewhat comfortable to stay. He told me that the owners were there last and he hadn't been over to check it, and he would go later and call me back. 
I did not hear from him until I posted a bad review about our stay. We had already been told we were not getting any refunds. I expected nothing. I just wanted to warn other people about how terrible this company was to deal with. It was about an hour after my review, that I received a phone call from Robert , he was yelling at me , threatening me that he was going to sue me for defamation of character and would get every thing I owned. He told me I had 1 hour to remove the post or he would give his lawyer my number, I then updated the review that he called me and threatened us. Robert called me again a few minutes later yelling , calling me names, and telling me he was suing us for having 20 people in the house, and damages to the house. He said he was charging all of our credit cards for the max amount he could get. 
I hung up and called everyone in our party to cancel their cards. [redacted] then called him herself. She told him that we would also be getting a lawyer, we did not damage anything and he knew it. He then asked her if he gave us back the fees for cleaning if we would remove the review. [redacted] then added me to the phone call , He repeated the offer of crediting us the cleaning charges for the rental, both [redacted] and I refused. We said that due to 2 couples leaving early we felt 33% of the rental was fair to give them. Because we all canceled our credit cards [redacted] offered their card for the refund. At that time Robert agreed to this, he said we had to write an email stating it was not a form of blackmail or extortion and the agreement of the 33%. [redacted] and I did this email together over the phone, we then realized Robert didn't give us an email, so we sent it to the lady that took our booking.
We did not hear back for a few days, nor did we see the credit., So another bad review was posted. We then got a call within an hour of the post from Robert again with threats and yelling. I just hung up on him and did not reply. 
A while later I got an email from Lindsay (they are also attached) stating that Robert asked her to deal with this issue. At this time we had also contacted a lawyer for advice, and were advised to ask for 50% back , we had given them enough time to pay the agreed 33% and he did not comply or answer us within a weeks time.
Since this we have been trying to deal with the situation via Lindsey, we came to a stale mate as they will not budge. They are also blaming other bad reviews on us, when its other rental customers complaining about near the same issues. 
All of us have now decided , due to the threats, the long distance charges and all this time spent and the illness of the baby, we deserve 100% back, the stay was awful, it ruined our planned get together and was just terrible to deal with, and still is. that is why we are now asking for a full refund. 
The dishonesty of stating we harassed , threatened and what ever other bogus information was in the letter of Cheryl L[redacted] , whom we never met or dealt with is outrageous. 
1) The office was only opened till 5 pm on Friday when we arrived.
2) The office was closed on Saturday The 4th of July 
3) The office was closed on Sunday the 5th of July
4) Mr and Mrs B were the only ones still in town on the 6th of July, and I am the only one that spoke to Robert and was treated unfairly in the conference room.
5) if we were rude and as bad as they are trying to portray why wouldn't the police called? How could we damage a home in 15 min, and then call to tell you to check on the damage!
6) They claim that it was unusually hot for that time of year, it was Summer and we have been coming for this same weekend (or 4th celebrations) for 8 years, and only one of those years was it chilly. They should not advertise a Air conditioned house when it isn't, they shouldn't have advertised close to downtown,when it wasn't , and if a home had a fire or some issue as it did, it should not have been rented!
7) They never once offered us any  refund, if you look at the recent review on YELP someone that was in one of their rentals for the Iron man event had the same issues and wrote the same result, they were told no refunds and 20% off their next stay. They were also lied to with clean, distance etc.
Any more questions I will be happy to answer. 
Mrs B 
STATEMENT FROM COUPLE G
When we arrived at Courd e lane we We met up with couple B and Couple K at a local grocery store. Then
went to the house with them arriving just before 4pm.
When we first walked in, it was so hot and the smell Pee or smoke was disgusting, we opened some of the
windows to try and air it out.
I tried to get the central Air conditioning started but noticed the house did not have it. It read over 90 on the
house furnace digital thermometer.  My friend and I went upstairs and it was so bad you instantly started to
sweat, we also noticed the fire alarm sitting on the stairs. We heard some upset downstairs and came down to
find my mom, upset over the baby being black. We all then looked at our feet.
Everyone had black feet, it was weird, not like dirty floors but almost looked like from a fire. There were old
stains all over the carpets as well. We all picked out a bedroom, my friend and I stripped the sheets and put
them in the washer, as they didn’t seem clean.
When we came down stairs [redacted] was on speaker phone with a manager. She stated she would be over soon.
When Kristine came to the house, she kept saying us all she was so embarrassed, it was so hot she went
outside to make her calls, and stood on the porch to speak to my mom  and [redacted]. They soon left to go see
another house.
When they came back we were told by [redacted] and my mom that the house was too small for us all, and no back
yard. They also said it was not air conditioned either. We all suggested taking the AC unit from that house since
it wasn’t rented, Kristine stated she was not authorized, but they were sending a maintenance man to buy one
and a rug.
A guy showed up a long while later, with a small rug and one more AC unit. I helped him take it upstairs, and it
was so hot he asked me to help so they could get downstairs faster, it was terrible, almost too hot to breathe.
He sat down at the kitchen and drank some cold drinks with us, at that time he told us how he had been
running all day fixing things for the rental houses. He seemed very disappointed and not surprised at how dirty
the place was. He also said he agreed it was not livable.
We called around to some hotels in the area and found they were all rented out. We were stuck with this house
or we all had to go home. Kristine was adamant we couldn’t get any refunds.
My friend and I had to sleep outside on lawn for 2 nights as it was too hot to sleep upstairs. We left on the
morning of Sunday, we had enough and needed to get some sleep.
I can’t believe the way this company has treated us, this house was terrible and should never have been rented
in that condition.
Mr G and Friend G
STATEMENT FROM COUPLE M
To whom this may concern,This letter is to verify that we when arrived at the house shortly after everyone else had arrived, there were several black stains on the carpet. I asked what had happened and my friends replied nothing it was like that when we arrived a half hour before. I felt the carpet and it was dry to the touch so I know it was nothing that had recently been spilled. Looking closer at the carpet it looked as if it had not been cleaned in years or possibly had had numerous guests with dirty shoes on the carpet.I have a 6 year old child that plays cars and toys on our carpets all the time and there is no way that I would even allow him to sit on that floor let lone play with his toys on the floor.I thought perhaps the carpets just needed cleaning but then noticed the kitchen floors had definitely not been cleaned since last guest. My campers floors aren't even that dirty after a weekend of camping with our 6 year old who does not remember to always remove his shoes when coming in.Also when we arrived the house was unbearably hot. I asked my friends why no one had turned on the air conditioner yet and they replied it was on. As you know it has been an incredibly hot summer and the house only had 1 portable air conditioner downstairs in the kitchen which did nothing for the stifling hot bedrooms upstairs. Upon us calling. the rental agency brought another portable air conditioner but it still was not enough to cool the house sufficiently for sleeping at night.Over all, the house is  definitely not being looked after properly by the rental agency and should not be rented out at all.
Couple M
ATTACHMENTS
Email conversation with Mrs. M/Mrs. K and VRA
---------- Forwarded message ----------From: "Lindsey C[redacted]" <[email protected]>Date: Jul 24, 2015 1:04 PM[redacted]Cc: <!--[if !supportLineBreakNewLine]--><!--[endif]-->
Yes I agree that costs of court would be high for both parties. I truly would not want it to come to that, I believe we are all reasonable people, and truly just ant fruition out of this. At this point I believe we have landed at a bit of a stalemate. I want us to be able to resolve this in an appropriate amount of time, and hopefully have this issue resolved by end of the day. I am told that we can refund the original agreed upon amount of $457.93 with the stated terms and the reviews are removed from google as well as yelp. Outside of that my hands are tied. That is the best I am able to do at this point and I (I believe you as well) would like to be able to just put this all behind us.
Thank you again for being patient in this. I truly am doing my best to mend this situation for both parties. 
Lindsey C[redacted]
Reservation and Guest Services Manager
Vacation Rental Authority
208-665-3728 (Vacation Rentals)
208-916-8220(Direct)
Action Property Management
208-665-3730 (Leasing / Tenants)
?Realtor / Consultant
Property Research Inc.
208-667-5511 (Real Estate)
Security Note:  We accept Visa, MC and checks. You can make your reservation by calling 800-679-3661 or booking on our secure online payment system.  Never wire money or send cash. 
[redacted]
Hi Lindsey ,
If you read the first email, it stated when we seen the credit the review would be removed and the Revdex.com action would stop. He responded with threats and ignorant phone calls to myself and [redacted]. At that time he said he was sueing us for everything we had and blamed us for the condition of the house. During his yelling calls we both stated to him, they will be removed upon payment, this is why he wanted it in an email. We will comply as soon as he does. However due to his call and threats today we contacted a lawyer so now we have costs involved , and submitted a official complaint to the Revdex.com written by our legal rep . Had he not done that we would have left it at original offer.
This is crazy and the costs of court would be high , so its very reasonable to ask for 50%.
At that time everything will be stopped and removed. You have to understand we took it down and he did not reciprocate the first time.
I feel bad for you
I was able to speak with Robert about your request, and he says that he will gladly refund the initial price discussed of $457.93 when the google reviews that were posted were removed. As they are still posted and another poor review was added he has still not refunded any monies for this reservation.  I will be the point of contact on this for you so your comfort levels are a little more tended to and tensions arent so high. As I understand how you feeling unheard and attacked is frustrating. 
Again I just want to insure this is fairly handled for both parties and is not continually being dragged out for either your group, or Vacation Rental Authority. 
Lindsey C[redacted]
Reservation and Guest Services Manager
Vacation Rental Authority
208-665-3728 (Vacation Rentals)
208-916-8220(Direct)
Action Property Management
208-665-3730 (Leasing / Tenants)
?Realtor / Consultant
Property Research Inc.
208-667-5511 (Real Estate)
Security Note:  We accept Visa, MC and checks. You can make your reservation by calling 800-679-3661 or booking on our secure online payment system.  Never wire money or send cash. 
On Tue, Jul 21, 2015 at 3:32 PM, [redacted] wrote:
HI Lindsey, 
First I am supposed to state , this again is not a form of extortion or blackmail. 
I have no complaints about you or your help with rental of this house. You were wonderful in getting together the payments and dates etc. The problems arose due to the conditions of this home. It was clear we had issues from the first 30 min of check in when we called for a manager. from there it escalated to this mess. 
I tried to calmly speak to Robert and have it sorted out, he would hear none of it. In the conference room he told me I was exaggerating and refused to accommodate me to the rental. Since then its been threats, yelling and accusations.
I have called and asked the Revdex.com to hold off our submitted complaint upon receiving this email from you today. Until we try and resolve this issue . No other reviews will be posted at this time.
I have spoken to the other people involved in this issue, (the other couples renting) and I am just reporting what was relayed to me. 
When [redacted] spoke to Robert he asked her to write the previous email and and agreed to the 33% that was to be done by the end of that week. It was not done, and since threats and phone calls have been made from Robert. The latest one today from him to myself. Since that call, we have contacted legal advise and the Revdex.com. We now have more threats, more stress and money we have had to put out (legal) due to Robert not complying with his first verbal agreement. the infant child had costs for the visit to urgent care facility. 
It is asked now that it be 50% of the total rental put back on the said credit card, and we will not further any actions , as well we take any and all reviews off the internet that have been posted by any one of the house members. We are NOT responsible for any new ones that we have nothing to do with, I noticed you stated trip advisor, NO one posted to that site, it is not ours. Also there is a new one from the previous weekend, it is not ours, that is another unhappy customer or yours. 
If this agreement is done and settled by this Friday (said refund on the credit card) , we will comply with all the above and not contact your company again remove all complaints , and ask that Robert stop harassing us as well.
Thanks for your calm email and professionalism.
Please let me know the outcome.
**
On Tue, Jul 21, 2015 at 3:00 PM, Lindsey C[redacted] <[email protected]> wrote:
Hi [redacted],
I wanted to touch bases with you myself and talk to you a bit. I worked with you in getting this home reserved, and found you both very easy to work with, I can assure you had no incite to the issues you guys have faced and that is not regular protocol from our company. I am very sorry. However I spoke to Robert in regards to this and have gotten him to agree to the refunded amount of $457.93 in regards to removing the negative reviews we are seeing on Google, Trip advisor ETC... 
Is that something you will still be willing to do? I just do not want this to escalate any further for either party as I do believe this was a a very serious miscommunication for all parties. 
Lindsey C[redacted]
Reservation and Guest Services Manager
Vacation Rental Authority
208-665-3728 (Vacation Rentals)
208-916-8220(Direct)
Action Property Management
208-665-3730 (Leasing / Tenants)
?Realtor / Consultant
Property Research Inc.
208-667-5511 (Real Estate)
Security Note:  We accept Visa, MC and checks. You can make your reservation by calling 800-679-3661 or booking on our secure online payment system.  Never wire money or send cash. 
<!--[if !vml]--><!--[endif]-->
<!--[if !vml]--><!--[endif]-->
---------- Forwarded message ----------From: Lindsey C[redacted] <[email protected]>Date: Tue, Jul 21, 2015 at 3:00 PMSubject: Re: Attention: Robert L[redacted]<!--[if !supportLineBreakNewLine]--><!--[endif]-->
Hi [redacted],
I wanted to touch bases with you myself and talk to you a bit. I worked with you in getting this home reserved, and found you both very easy to work with, I can assure you had no incite to the issues you guys have faced and that is not regular protocol from our company. I am very sorry. However I spoke to Robert in regards to this and have gotten him to agree to the refunded amount of $457.93 in regards to removing the negative reviews we are seeing on Google, Trip advisor ETC... 
Is that something you will still be willing to do? I just do not want this to escalate any further for either party as I do believe this was a a very serious miscommunication for all parties. 
Lindsey C[redacted]
Reservation and Guest Services Manager
Vacation Rental Authority
208-665-3728 (Vacation Rentals)
208-916-8220(Direct)
Action Property Management
208-665-3730 (Leasing / Tenants)
?Realtor / Consultant
Property Research Inc.
208-667-5511 (Real Estate)
Security Note:  We accept Visa, MC and checks. You can make your reservation by calling 800-679-3661 or booking on our secure online payment system.  Never wire money or send cash. 
On Wed, Jul 8, 2015 at 6:05 PM, [redacted]
This is not a form of extortion , this is a specific request made by Robert L[redacted].
Robert specifically asked  that [redacted] compose this email informing him of this request for compensation for the unsuitable accommodations provided. We request that 33% of the total amount of the rental for Bella Vista totalling $457.93 on July 3 to July 6th 2015, be put back onto the Visa of [redacted] ending in [redacted].
When this credit shows up on this credit card we will remove the review posted and refrain from any further reviews and further contact with Vacation Rental Authority in Coer d'Alene.
We will refrain from any further Legal actions and reports to the Revdex.com and health authority including any and all pictures we have obtained. (attached are a few) we will destroy any and all with the conclusion of the refund.
Due to Robert Not supplying us with any email address we had to send it to the only one we had, as the website did not give any form of email addresses.
This letter is written on behalf of [redacted] and [redacted]
<!--[if !vml]--><!--[endif]-->
M [redacted]
Aug 7 (1 day ago)
<!--[if !vml]--><!--[endif]-->
<!--[if !vml]--><!--[endif]-->
<!--[if !vml]--><!--[endif]-->
to me
<!--[if !vml]--><!--[endif]-->
---------- Forwarded message ----------From: [redacted]Date: Tue, Jul 21, 2015 at 4:32 PMSubject: Re: Attention: Robert L[redacted]To: Lindsey Crum <[email protected]>
<!--[if !vml]--><!--[endif]-->
<!--[if !vml]--><!--[endif]-->
M [redacted]
Aug 7 (1 day ago)
<!--[if !vml]--><!--[endif]-->
<!--[if !vml]--><!--[endif]-->
<!--[if !vml]--><!--[endif]-->
to me
<!--[if !vml]--><!--[endif]-->
<!--[if !vml]--><!--[endif]-->
---------- Forwarded message ----------From: Lindsey C[redacted] <[email protected]>Date: Tue, Jul 21, 2015 at 5:35 PMSubject: Re: Attention: Robert L[redacted]To: [redacted]<!--[if !supportLineBreakNewLine]--><!--[endif]-->
I was able to speak with Robert about your request, and he says that he will gladly refund the initial price discussed of $457.93 when the google reviews that were posted were removed. As they are still posted and another poor review was added he has still not refunded any monies for this reservation.  I will be the point of contact on this for you so your comfort levels are a little more tended to and tensions arent so high. As I understand how you feeling unheard and attacked is frustrating. 
Again I just want to insure this is fairly handled for both parties and is not continually being dragged out for either your group, or Vacation Rental Authority. 
Lindsey C[redacted]
Reservation and Guest Services Manager
Vacation Rental Authority
208-665-3728 (Vacation Rentals)
208-916-8220(Direct)
Action Property Management
208-665-3730 (Leasing / Tenants)
?Realtor / Consultant
Property Research Inc.
208-667-5511 (Real Estate)
Security Note:  We accept Visa, MC and checks. You can make your reservation by calling 800-679-3661 or booking on our secure online payment system.  Never wire money or send cash. 
On Tue, Jul 21, 2015 at 3:32 PM, [redacted]> wrote:
HI Lindsey, 
First I am supposed to state , this again is not a form of extortion or blackmail. 
I have no complaints about you or your help with rental of this house. You were wonderful in getting together the payments and dates etc. The problems arose due to the conditions of this home. It was clear we had issues from the first 30 min of check in when we called for a manager. from there it escalated to this mess. 
I tried to calmly speak to Robert and have it sorted out, he would hear none of it. In the conference room he told me I was exaggerating and refused to accommodate me to the rental. Since then its been threats, yelling and accusations.
I have called and asked the Revdex.com to hold off our submitted complaint upon receiving this email from you today. Until we try and resolve this issue . No other reviews will be posted at this time.
I have spoken to the other people involved in this issue, (the other couples renting) and I am just reporting what was relayed to me. 
When [redacted] spoke to Robert he asked her to write the previous email and and agreed to the 33% that was to be done by the end of that week. It was not done, and since threats and phone calls have been made from Robert. The latest one today from him to myself. Since that call, we have contacted legal advise and the Revdex.com. We now have more threats, more stress and money we have had to put out (legal) due to Robert not complying with his first verbal agreement. the infant child had costs for the visit to urgent care facility. 
It is asked now that it be 50% of the total rental put back on the said credit card, and we will not further any actions , as well we take any and all reviews off the internet that have been posted by any one of the house members. We are NOT responsible for any new ones that we have nothing to do with, I noticed you stated trip advisor, NO one posted to that site, it is not ours. Also there is a new one from the previous weekend, it is not ours, that is another unhappy customer or yours. 
If this agreement is done and settled by this Friday (said refund on the credit card) , we will comply with all the above and not contact your company again remove all complaints , and ask that Robert stop harassing us as well.
Thanks for your calm email and professionalism.
Please let me know the outcome.
**
On Tue, Jul 21, 2015 at 3:00 PM, Lindsey C[redacted] <[email protected]> wrote:
Hi [redacted],
I wanted to touch bases with you myself and talk to you a bit. I worked with you in getting this home reserved, and found you both very easy to work with, I can assure you had no incite to the issues you guys have faced and that is not regular protocol from our company. I am very sorry. However I spoke to Robert in regards to this and have gotten him to agree to the refunded amount of $457.93 in regards to removing the negative reviews we are seeing on Google, Trip advisor ETC... 
Is that something you will still be willing to do? I just do not want this to escalate any further for either party as I do believe this was a a very serious miscommunication for all parties. 
Lindsey C[redacted]
Reservation and Guest Services Manager
Vacation Rental Authority
208-665-3728 (Vacation Rentals)
208-916-8220(Direct)
Action Property Management
208-665-3730 (Leasing / Tenants)
?Realtor / Consultant
Property Research Inc.
208-667-5511 (Real Estate)
Security Note:  We accept Visa, MC and checks. You can make your reservation by calling 800-679-3661 or booking on our secure online payment system.  Never wire money or send cash. 
On Wed, Jul 8, 2015 at 6:05 PM, [redacted] wrote:
This is not a form of extortion , this is a specific request made by Robert L[redacted].
Robert specifically asked  that [redacted] compose this email informing him of this request for compensation for the unsuitable accommodations provided. We request that 33% of the total amount of the rental for Bella Vista totalling $457.93 on July 3 to July 6th 2015, be put back onto the Visa of [redacted] ending in [redacted].
When this credit shows up on this credit card we will remove the review posted and refrain from any further reviews and further contact with Vacation Rental Authority in Coer d'Alene.
We will refrain from any further Legal actions and reports to the Revdex.com and health authority including any and all pictures we have obtained. (attached are a few) we will destroy any and all with the conclusion of the refund.
Due to Robert Not supplying us with any email address we had to send it to the only one we had, as the website did not give any form of email addresses.
This letter is written on behalf of [redacted] and [redacted]
<!--[if !vml]--><!--[endif]-->
M [redacted]
Aug 7 (1 day ago)
<!--[if !vml]--><!--[endif]-->
<!--[if !vml]--><!--[endif]-->
<!--[if !vml]--><!--[endif]-->
to me
<!--[if !vml]--><!--[endif]-->
---------- Forwarded message ----------From: [redacted]Date: Tue, Jul 21, 2015 at 8:32 PMSubject: Re: Attention: Robert L[redacted]To: Lindsey C[redacted] <[email protected]><!--[if !supportLineBreakNewLine]--><!--[endif]-->
Hi Lindsey ,
If you read the first email, it stated when we seen the credit the review would be removed and the Revdex.com action would stop. He responded with threats and ignorant phone calls to myself and [redacted]. At that time he said he was sueing us for everything we had and blamed us for the condition of the house. During his yelling calls we both stated to him, they will be removed upon payment, this is why he wanted it in an email. We will comply as soon as he does. However due to his call and threats today we contacted a lawyer so now we have costs involved , and submitted a official complaint to the Revdex.com written by our legal rep . Had he not done that we would have left it at original offer.
This is crazy and the costs of court would be high , so its very reasonable to ask for 50%.
At that time everything will be stopped and removed. You have to understand we took it down and he did not reciprocate the first time.
I feel bad for you
I was able to speak with Robert about your request, and he says that he will gladly refund the initial price discussed of $457.93 when the google reviews that were posted were removed. As they are still posted and another poor review was added he has still not refunded any monies for this reservation.  I will be the point of contact on this for you so your comfort levels are a little more tended to and tensions arent so high. As I understand how you feeling unheard and attacked is frustrating. 
<!--[if !vml]--><!--[endif]-->
Again I just want to insure this is fairly handled for both parties and is not continually being dragged out for either your group, or Vacation Rental Authority. 
Lindsey C[redacted]
Reservation and Guest Services Manager
Vacation Rental Authority
208-665-3728 (Vacation Rentals)
208-916-8220(Direct)
Action Property Management
208-665-3730 (Leasing / Tenants)
?Realtor / Consultant
Property Research Inc.
208-667-5511 (Real Estate)
Security Note:  We accept Visa, MC and checks. You can make your reservation by calling 800-679-3661 or booking on our secure online payment system.  Never wire money or send cash. 
On Tue, Jul 21, 2015 at 3:32 PM,[redacted] wrote:
HI Lindsey, 
First I am supposed to state , this again is not a form of extortion or blackmail. 
I have no complaints about you or your help with rental of this house. You were wonderful in getting together the payments and dates etc. The problems arose due to the conditions of this home. It was clear we had issues from the first 30 min of check in when we called for a manager. from there it escalated to this mess. 
I tried to calmly speak to Robert and have it sorted out, he would hear none of it. In the conference room he told me I was exaggerating and refused to accommodate me to the rental. Since then its been threats, yelling and accusations.
I have called and asked the Revdex.com to hold off our submitted complaint upon receiving this email from you today. Until we try and resolve this issue . No other reviews will be posted at this time.
I have spoken to the other people involved in this issue, (the other couples renting) and I am just reporting what was relayed to me. 
When [redacted] spoke to Robert he asked her to write the previous email and and agreed to the 33% that was to be done by the end of that week. It was not done, and since threats and phone calls have been made from Robert. The latest one today from him to myself. Since that call, we have contacted legal advise and the Revdex.com. We now have more threats, more stress and money we have had to put out (legal) due to Robert not complying with his first verbal agreement. the infant child had costs for the visit to urgent care facility. 
It is asked now that it be 50% of the total rental put back on the said credit card, and we will not further any actions , as well we take any and all reviews off the internet that have been posted by any one of the house members. We are NOT responsible for any new ones that we have nothing to do with, I noticed you stated trip advisor, NO one posted to that site, it is not ours. Also there is a new one from the previous weekend, it is not ours, that is another unhappy customer or yours. 
If this agreement is done and settled by this Friday (said refund on the credit card) , we will comply with all the above and not contact your company again remove all complaints , and ask that Robert stop harassing us as well.
Thanks for your calm email and professionalism.
Please let me know the outcome.
**
On Tue, Jul 21, 2015 at 3:00 PM, Lindsey C[redacted] <[email protected]> wrote:
Hi [redacted],
I wanted to touch bases with you myself and talk to you a bit. I worked with you in getting this home reserved, and found you both very easy to work with, I can assure you had no incite to the issues you guys have faced and that is not regular protocol from our company. I am very sorry. However I spoke to Robert in regards to this and have gotten him to agree to the refunded amount of $457.93 in regards to removing the negative reviews we are seeing on Google, Trip advisor ETC... 
Is that something you will still be willing to do? I just do not want this to escalate any further for either party as I do believe this was a a very serious miscommunication for all parties. 
Lindsey C[redacted]
Reservation and Guest Services Manager
Vacation Rental Authority
208-665-3728 (Vacation Rentals)
208-916-8220(Direct)
Action Property Management
208-665-3730 (Leasing / Tenants)
?Realtor / Consultant
Property Research Inc.
208-667-5511 (Real Estate)
Security Note:  We accept Visa, MC and checks. You can make your reservation by calling 800-679-3661 or booking on our secure online payment system.  Never wire money or send cash. 
[redacted] wrote:
This is not a form of extortion , this is a specific request made by Robert L[redacted].
Robert specifically asked  that [redacted] compose this email informing him of this request for compensation for the unsuitable accommodations provided. We request that 33% of the total amount of the rental for Bella Vista totalling $457.93 on July 3 to July 6th 2015, be put back onto the Visa of [redacted] ending in [redacted].
When this credit shows up on this credit card we will remove the review posted and refrain from any further reviews and further contact with Vacation Rental Authority in Coer d'Alene.
We will refrain from any further Legal actions and reports to the Revdex.com and health authority including any and all pictures we have obtained. (attached are a few) we will destroy any and all with the conclusion of the refund.
Due to Robert Not supplying us with any email address we had to send it to the only one we had, as the website did not give any form of email addresses.
This letter is written on behalf of [redacted] and [redacted]
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Regards,[redacted]

This guest was informed of our cancellation policy that if a home is not re-booked for the exact dates that there is no refund due. Regardless of re-booking there is a 10%. The original dates of this reservation was 7/20/2017-7/25/2017. We were able to re-book 7/19-7/22/2017. Which would only...

warrant a two night refund as it must be the dates in question to qualify for a refund. However we refunded her the three nights in an effort to resolve. Additionally, we confirmed with her multiple times that the dates of 7/22/2017-7/25/2017 were still hers if she would like to stay and that we would let her know if we were able to book them and refund otherwise the home would be clean and ready for her. She emailed our Guest Services Manager on March 12, 15th, 24th, 27th. April 10th. June 16th, 20th and then on August 3rd. Each time she checked in she was informed that the dates of 7/22/2017-7/25/2017 were still hers  and had not been re-booked. Our correspondence was that she would be contacted ONLY if the dates re-booked and she was due additional refund other wise she should come and enjoy the home, she was aware of this. Although, under investigation I do see that she was over charged on the 10% cancellation fee. I attached the signed guest agreement which depicts our cancellation agreement and would be happy to provide anything else you may request. I will be processing an additional refund to this guest in the amount of $180.48 for the over charge on the cancellation fee.

Thank you for the opportunity to respond.
This guest called with complaints of dirty carpet and trouble with the a/c on the day of check-in.  As stated in the complaint, our Operations Manager, Kristine, quickly showed up on-site.  She was shocked that the carpet was dirty, but the...

sheets were not given to her as an issue.  At the time, Kristine had no idea why the carpets were dirty, but immediately offered a move to our only other home available, or a full refund so they could stay at a hotel, in an effort to make the guests happy.  Although we were very busy, Kristine gave them a personal tour of the other home.
For some reason that seemed odd to us, the guests insisted on staying in the original house despite their claims that the carpets were dangerous.  Although they appeared dirty, we had no indication that they were dangerous so our primary focus was helping the guests to feel more comfortable.  We vacuumed and learned that they could not be cleaned with a vacuum - we were confused.  The existing a/c was working, but the guest insisted on more a/c, plus a rug for their baby to sit on.  Both were provided the same night.
It is true that Coeur d'Alene was unusually warm during the time they stayed, and we purchased portable a/c units to supplement the cooling systems for many of our properties.  A/C units and fans quickly sold out of all stores including Walmart, Home Depot, Lowes, Costco, everywhere, and we bought as many as were available.  They were spread out among our properties, including the one where the guest stayed.  This cost our company several thousand dollars, complementary to assist our guests get through the unusual heat wave.
Later we interviewed our housekeeping and quality assurance staff, and determined that the carpet was NOT in that dirty state at the guests' arrival.  Immediately prior, our housekeeping team had thoroughly cleaned the house including carpets per usual.  Subsequently, an independent quality assurance team checked their work.  Both teams attest to the carpet being in good, clean condition and "guest ready".  There was no unusual substance on the carpet that couldn't be vacuumed...all was normal and clean.   For context, we clean and manage over 60 homes in the area, and this was the only housekeeping complaint to date, with over 150 check-ins for the Summer through July 20.  
It was all strange, and the only possibility is that the guests had done something to the carpets to ruin them and make them appear dirty without the ability to be cleaned.  Still, we gave this guest the benefit of the doubt.  Instead of billing them for the carpet replacement, we submitted a damage claim on their behalf. This was an effort to save them money (in case damaging the carpet was an accident).   Although we immediately provided fixes for their complaints, the guests continued to insist on staying at the original house and despite being unhappy. 
Unfortunately, we started receiving mean, loud and threatening phone calls from the guests.  They showed up at our office, yelling, cussing and threatening, demanding a refund while insisting they would not leave the house they were complaining about.   It turned out they wanted the services without paying for them, and were willing to do anything and say anything to get that.  They said they'd ruin us with bad reviews and complaints to the Revdex.com if we didn't refund them the amount they requested.  It was so unbelievable we asked for their "request" in writing.  Attached you can see what they wrote, in terms of us refunding $400+ so they wouldn't smear us online.  We denied their refund request at first, because we provided fixes to the issues and they insisted on staying to fulfill their reservation.  However, when they started writing bad review after bad review we finally decided it was easier to give in and give them the money (see attached email thread offering the partial refund).
By then, it was too late.  The guests then wanted more money ("50%").  Finally, they began demanding a full refund, or the bad reviews and reports would continue.  In the email thread, they claim my husband Robert was mean and threatening, but this is backwards.  The guests were belligerent in the office and also over the phone, and my husband Robert stepped in because their behaviour was over the top.   Despite the guests indicating that he was the one threatening and yelling, this is simply not the case.  They were outrageous, loud and threatening themselves.  Robert is a professional, and acts as such.  In this case, he did have to push back to protect his employees from their continuous abuse.  He requested their demands in writing, told them to stop threatening us, and at one point he had to ask them to leave the office because they were causing a scene.
A refund simply is not reasonable, and the services they purchased were more than rendered.  We went above and beyond to help them.  When we finally gave into the original demand of 33% refund in an effort to stop their harassing behavior, they started asking for 50% refund.  Now, 100%.  There is simply no pleasing them.  We provided timely, complete service.  We spent a good deal of money trying to fix their complaints.  We offered a new place or full refund the day they arrived (prior to services being rendered).  All were met with disdain, refusal and abuse at every turn.  Now, we have a carpet that needs replacing that the guests damaged, on top of the other expenses we incurred.  Any type of refund in this case is not warranted, and in fact they owe us additional funds for the new carpet if the insurance does not accept responsibility.
Attached you will find:
"Gmail - Fwd: Attn: Robert L[redacted]" Email from guest demanding refund for a specific amount, or they would destroy us online.  When the amount was finally offered, they demanded more...all in the email.  This includes photos which show the carpet, and bruising on their kids which do not make sense to be caused by a carpet.
I hope this helps fill in the blanks, and if there is any further information you would like, please let me know.
Kind regards,
Cheryl L[redacted]
Vacation Rental Authority, Inc.
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Complaint: [redacted]
I am rejecting this response because: In each of the emails spoke in Vacation Rental Authority response here, I was informed that they were doing all could to rebook the dates and would inform us whenever they knew more.  Only after I sent emails did I get any response.  Vacation Rental Authority never initiated contact with us until the booked dates had past.  After the dates had passed with zero communication from Vacation Rental Authority and no notice about the whereabouts of the cabin nor details of how to use any days that had not been booked, we assumed the days had been booked and would receive the full refund. After finding out a full refund would not be received, I called Vacation Rental Authority about the issue.  She apologized multiple times about the lack of communication.  I was told I should have called them if I wanted any information and she would not be refunding the full amount and that our nights had past so there was no way I could use the time we paid for.  When the lake place was booked, we were informed that upon full payment of the rental period, they would forward the house information, address, and particulars needed to enjoy our time there.  When the full amount of the stay was not paid because of cancelation, we never even knew where the lake place was!  I simply would like to have Vacation Rental Authority issue future dates to make up for the ones we were not able to use but paid for OR receive a full refund. Its called customer service, integrity, doing the right thing.      
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
 
The ad mis-represented the rental as a four bedroom. It is a three bedroom. Real estate laws have a strict definition of what constitutes a bedroom. Fortunately, I have time stamped photos of everything that you claim to have "fixed" including the shower handle. The owners' "style" choice for the deck railing is against safety code, for good reason, because someone can fall to their death given the height of the deck. I have photos of this as well.
It's really unfortunate that you treat your customers so poorly and conduct dishonest practices on a business and personal level, ignore and then lie about legitimate complaints from customers.
Sincerely,[redacted]

Complaint: [redacted] I am rejecting this response because:In correspondence with VRA's response
1.  A cancellation with a 100% refund was not an acceptable solution to the issue considering we had driven 6 hours with an infant and had signed a contract for a specific home of specific quality in a specific location all for reasons that had to with the family trip that was planned. Finding an alternative on Friday night would have been nearly impossible. As a business the expectation should be to honor your contracts just as I did on my end. 2. The offer for [redacted] is was not for two rooms but for one, again for six people who wanted to get together and spend time together with a seating area this is not a viable option. 3. Yes, we were offered two options I don't feel I should be penalized for higher end finishes when this is not what I requested in a far inferior locations. Again the responsibility falls on VRA to provide a comparable product considering they were at fault of double booking a condo. 4. I was in fact offered by Cheryl another property for the last two nights, we did not take this as I would still have been unsatisfied as it would have required a move of our family and belongings after 4pm on Saturday only further interfering with our planned family get together. This would have not prevented me from filing a complaint as I feel that the contract was not honored and there should be a concession for the severe inconvenience of the drive and extra expense due to this. 5. Yes we had a beautiful cabin, not disputing but in a location so far away it impacted the enjoyment of the trip. There was no outdoor areas to walk. Again we never had an issue with our original accommodations, other than the other woman who was there. A concession was not provided in the upgrade as this was a last [redacted] to provide us a place to stay with an exhausted infant. The expense impact was significant in the extra gas going back and forth to the Spokane airport, Uber/Taxi for my husband to play golf at The [redacted], meals and prep that had not been anticipated to be provided as we were in a very remote location. Time spent in the car that had not been anticipated. Also to be clear, its a pretty significant issue that VRA gave access to 1 condo to 2 different families, this could have resulted in something more significant but my husband and small baby were fortunate that the lady who was in the condo while when we walked in on her was a kind and understanding individual. I want to be clear we never asked for a nice place we wanted something of comparable quality. For an average of $400 per night this is not an unreasonable request. Also the condo is not double the nightly rate, a quick search shows Riverview retreat at $351 and CDA view Cabin at $414 per night. I'm hoping that this further explanation it can be seen that there was a cost associated with this severe mix up. I've attached a map indicating the difference of where we originally booked and where we ended up.
 
 
 
 
 
 
 
 
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because it is disingenuous and VRA is not absolved of their obligations. They were asked to perform a structural repair on the porch, which they agreed to do, but them performed only the most superficial of cosmetic repairs that left renters and us as property owners exposed to significant risk. The porch nearly collapsed due to their negligence, but they would not return our phone calls or respond to the situation. Instead of addressing this urgent need, they ignored our communications regarding the matter and its urgency, forcing us to handle it ourselves in order to protect everyone involved (including them). Moreover, they have refused to honor their commitment to repair and replace lost, stolen, and damaged items caused by tenant malfeasance. In one extreme situation, a tenant relocated and then climbed on our pool table causing damage to its rails. Originally VRA said they would repair the table and authorized us to contact the repair company and have them come out to fix it. Following that, VRA denied that the tenant was responsible and refused to repair the damage. Further, there are many other outstanding damages caused by tenants that they were supposed to fix, but have not. In several situations, they advised us to do repairs or order replacements stating that they would reimburse us, but then reneged. They state that we did not wait for them to complete their process, during which time damages would have been addressed, but we are about a year and a half into their "process" for repairing damage to our curtains and no closer to being finished. Urgent, structural repairs like the porch damage cannot wait for such a process to complete. The repairs should have been properly completed as requested the first time. The work that was performed was not authorized, in no way met the request and could have resulted in death of anyone on or under the porch. VRA needs to honor their commitments, repair the damage they have done, and begin to provide good customer service.
Sincerely,[redacted]

Revdex.com,I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.What the person said at the rental company is almost entirely false, these people are clueless. That said it was in good condition and well maintained. I guess rotten tires and boards on the patio is well maintained. Unbelievable. All I asked was a phone call from them and they won't even do that. Regards,[redacted]

Dear Revdex.com Complaints Department,
I stand behind my original response.   I am at a loss as to how I can further respond to this complaint, as it is simply beyond rationality.   "Mrs. B"'s statements to not appear to relate to the house where this complainant stayed - there is indeed a fenced yard, for example. 
The bottom line is that the very day of their arrival and complaint we offered:
1. An alternate home (the only one available in our inventory).
2. A cancellation of their reservation with full refund, so they could find other lodging of their choice.
3. Additional A/C unit and rug to directly address the concerns given.
They refused the full refund and the alternate lodging, choosing to stay.  We did our best to make them comfortable, continually addressing their many concerns one by one.  Every step of the way we were faced with drunken belligerence.   
Now that they have stayed for their entire reservation,  (which was completely their choice), they have used our services and a refund is not reasonable or warranted.   
To confirm our level of service and quality of homes, here are some ideas:
1. Attached are a few photos of the home in question, for your reference.  
2. Google reviews for Vacation Rental Authority Coeur d'Alene, which I'm sure you know cannot be tampered with as she claims. Keep in mind that 2 of the 1 star reviews are from this complainant.
3. See our reservation website for confirmation of the quality level of our homes.  These are very clean, very well-maintained homes.
Please assist us in putting this unpleasant and time consuming situation to rest.   Thank you for your time!
Kind regards,
Cheryl

Revdex.com,I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
1) Where is the offer? they are just ignoring the issues as the problem from the beginning.
2)They state they do not tamper with reviews and yet if you look them up they have negative reviews on sites they can not control. some of them clearly have the same issues as we had, one in particular the person stated they were also told zero refund policy.
3)They have changed their story many times, from stating we did the damage to the latest slander, that we were not intoxicated and belligerent the entire time, with young children! Very unprofessional of any company to state such false truths.
4) they clearly do not even read our responses or care, as they refer to Mrs [redacted] not staying in a house because it had a fenced yard, if they cared to actually read our complaints , they would have seen that was a comment for the reasons we could not take the 3 bedroom that was unsuitable, one of the reasons we had small children and that house had NO FENCED YARD.
We have lost so much time and energy on this company, they clearly do not care, and have not offered any options to rectify the situation. They never gave us any refunds to date, either small or in full as they claim to have offered. If they state they offered why is it such a big deal to not rectify the situation.
We would also like proof of the documents they claim to have sent to insurance for damages? We do not believe this to be true, like everything else they claim to be truths.Regards,[redacted]

Review: We went on line to rent a waterfront home on Coeur d Alene Lake. The home was advertised as being waterfront and with direct access to "Trails of the Coeur d Alene. Upon arrival it has neither any type of waterfront access or access to the trails in question. The home was misrepresented and we would have rented a different home if we had known. For not being on the water the home is overpriced and our vacation was ruined. the following heading is on the rental page :Harrison Trails | Waterfront home on lake Coeur d`AleneBook Now Available to Reserve Online 24/7 and the following:Steps via Private Trail to Lake CDA and Trail of the Coeur d`Alenes Waterfront Vacation Home"This water front home is peaceful and secluded on a private mountain road, yet steps away from the famous Trail of the Coeur d'Alenes walking/biking trail. Whether you are looking for an ideal retreat location or an active lake getaway, you will find this lake home fits the bill exactly.Desired Settlement: WE are still trying to obtain other lodging that is lakefront however this company has nearly a monopoly on most properties available so our vacation has effectively been ruined. If it were to happen by tomorrow 8/11/14 by close of business we will accept a different or replacement property.

Business

Response:

ID [redacted] Advertising Issues