Pocono Resorts Realty

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: *** [redacted] and her company are misleading, unprofessional thieves so I will gladly respond to each point belowResponse to Item #1: This is falseWe did not stay from 8/2/- 8/6/as [redacted] would leave you to believeWe, unfortunately, stayed from 8/2/- 8/4/which was two nights too long simply because we were forced toOur broker, even though she told us she would try to find another property, did notResponse to Item #2: This is partially trueI absolutely did reach out to my broker, [redacted] ***, within minutes of arriving on the property in regards to the poor quality of the propertyDuring our conversation, she stated that she would reach out to other brokers within her company and find out if any other properties were availableShe stated she would call me back with an updateShe never called backUnfortunately, I was with a group of friends whom were coming from NJ, NY, PA and MD so trying to find another place on our own would have proved difficult simply because of the number of peopleI also found out later, that it was a "race weekend" making it even more difficult to find another place for adultsIn regards to her comment about properties being viewed on their website, she is also correctThere are pictures of the property we rented on their website, however, the images on the website are misleading at bestQuite frankly, the pictures are a representation of the property in questionThe images that are posted on the website are strategically taken so as to not show all of the problems with the propertyHave a look for yourself by visiting this website [redacted] ) and then compare them to the pictures I'm about to send youResponse to Item #3: Again, [redacted] is correct in stating that I did send a letter to them after our departureThe reason for this is because our broker, [redacted] ***, said she would try to find us another property but did notI wanted to be sure that Pocono Resorts Realty knew how disappointed we were with the condition of the property and how frustrated we were with the service we receivedAgain, I'd like to reiterate that we waited for [redacted] to call back but did not receive a call backAgain, because it was a "race weekend", we were unable to book other living quartersAdditionally, we had already fully paid Pocono Resorts Realty to stay at this property so we weren't about to shell out additional money for another property without any guarantee of getting our money backResponse to Item #4: A settlement is when two parties agree to termsI didn't agree to terms or agree with a $settlementThey apparently think that by sending a check for $90, which I argued was not sufficient, we settledThis just isn't the caseAs for the $deposit, yes, we got that back as well which was expectedWe left the property in the exact condition we arrived toIt was terrible but we didn't cause any additional damage Response to Item #5: What's [redacted] 's point that we paid less than $1,for the property? That property isn't worth $ She's also correct that I didn't contact them simply because they refused to provide additional compensation for what was a blatant misrepresentationInstead, I attempted to dispute the charge with my credit card companyBy law, the credit card company can not do a charge back based on the simple fact that we stayed at the property for nightAgain, because our broker didn't do her job or call us back to inform us that there were no other options, being that we were all 3+ hours from our homes, we were forced to stay at the propertyI'd also like to point out that I'm not the only client that has had issues with Pocono Resorts RealtyPlease visit this link to see others [redacted] If only I had seen these reviews prior to working with Pocono Resorts RealtyI'd also like to attach the email that I send to Pocono Resorts Realty referenced in Item #abovePlease find the document attached as Pocono Resorts Realty Complaint LetterI'd also be happy to send you photos of the actual property, not the one portrayed on their websiteJust let me know where to send them Regards, [redacted]

April 25, 2014Dear ** [redacted] ;I am responding to your complaint, albeit almost one year after the initial rental of the property.As best, I will respond to this as follows: Client rented property 8/2/to 8/6/13; Client related to agent that they were not happy with property (properties are viewed on website by clients prior to renting on our website); Client sent his email to us after his departure concerning his issues with the property; Our company settled with the client by giving him an additional $on top of his security deposit of $ Client paid less than $1200-for the rental-The client never contacted us again after that, which I believe was In September, 2013.I hope this will resolve this IssueIf you require any additional information I will make every effort to submit that to you.Sincerely,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: [redacted] and her company are misleading, unprofessional thieves so I will gladly respond to each point below.
Response to Item #1: This is false. We did not stay from 8/2/13 - 8/6/13 as [redacted] would leave you to believe. We, unfortunately, stayed from 8/2/13 - 8/4/13 which was two nights too long simply because we were forced to. Our broker, even though she told us she would try to find another property, did not.
Response to Item #2: This is partially true. I absolutely did reach out to my broker, [redacted], within 30 minutes of arriving on the property in regards to the poor quality of the property. During our conversation, she stated that she would reach out to other brokers within her company and find out if any other properties were available. She stated she would call me back with an update. She never called back. Unfortunately, I was with a group of friends whom were coming from NJ, NY, PA and MD so trying to find another place on our own would have proved difficult simply because of the number of people. I also found out later, that it was a "race weekend" making it even more difficult to find another place for 8 adults.
In regards to her comment about properties being viewed on their website, she is also correct. There are pictures of the property we rented on their website, however, the images on the website are misleading at best. Quite frankly, the pictures are a false representation of the property in question. The images that are posted on the website are strategically taken so as to not show all of the problems with the property. Have a look for yourself by visiting this website [redacted]) and then compare them to the pictures I'm about to send you.
Response to Item #3: Again, [redacted] is correct in stating that I did send a letter to them after our departure. The reason for this is because our broker, [redacted], said she would try to find us another property but did not. I wanted to be sure that Pocono Resorts Realty knew how disappointed we were with the condition of the property and how frustrated we were with the service we received. Again, I'd like to reiterate that we waited for [redacted] to call back but did not receive a call back. Again, because it was a "race weekend", we were unable to book other living quarters. Additionally, we had already fully paid Pocono Resorts Realty to stay at this property so we weren't about to shell out additional money for another property without any guarantee of getting our money back.
Response to Item #4: A settlement is when two parties agree to terms. I didn't agree to terms or agree with a $90 settlement. They apparently think that by sending a check for $90, which I argued was not sufficient, we settled. This just isn't the case. As for the $300 deposit, yes, we got that back as well which was expected. We left the property in the exact condition we arrived to. It was terrible but we didn't cause any additional damage. 
Response to Item #5: What's [redacted]'s point that we paid less than $1,200 for the property? That property isn't worth $500.  
She's also correct that I didn't contact them simply because they refused to provide additional compensation for what was a blatant misrepresentation. Instead, I attempted to dispute the charge with my credit card company. By law, the credit card company can not do a charge back based on the simple fact that we stayed at the property for 1 night. Again, because our broker didn't do her job or call us back to inform us that there were no other options, being that we were all 3+ hours from our homes, we were forced to stay at the property.
I'd also like to point out that I'm not the only client that has had issues with Pocono Resorts Realty. Please visit this link to see others. 
[redacted]
If only I had seen these reviews prior to working with Pocono Resorts Realty.
I'd also like to attach the email that I send to Pocono Resorts Realty referenced in Item #3 above. Please find the document attached as Pocono Resorts Realty Complaint Letter.
I'd also be happy to send you photos of the actual property, not the one portrayed on their website. Just let me know where to send them.
Regards,
[redacted]

May 19, 2014Dear **. [redacted];I am responding to the complaint filed by **. [redacted] concerning his rental property last summer.1.    I stand corrected; it was from 8/2/13 to 8/4/13 -a typo;2.    The property does have a lakeside view. Again, clients have full access to the houses on our website and their rental choice is made accordingly.3.    It is my understanding that **. [redacted] did indeed correspond with the client concerning his email and his disdain for the house rented;4.    We advised client that we would send him back $90,00 on top of $300.00, He received and cashed both checks. We never heard anything again until April 17,2014;5.    **. [redacted] is no longer working with Pocono Resorts Realty, Inc.A copy of the signed lease and cleaning slip after tenant left are attached to this letter.
Sincerely,

April 25, 2014Dear **. [redacted];I am responding to your complaint, albeit almost one year after the initial rental of the property.As best, I will respond to this as follows:1.    Client rented property 8/2/13 to 8/6/13;2.  ...

 Client related to agent that they were not happy with property (properties are viewed on website by clients prior to renting on our website);3.    Client sent his email to us after his departure concerning his issues with the property;4.    Our company settled with the client by giving him an additional $90.00 on top of his security deposit of $300.00.5.    Client paid less than $1200-00 for the rental-The client never contacted us again after that, which I believe was In September, 2013.I hope this will resolve this Issue. If you require any additional information I will make every effort to submit that to you.Sincerely,

Review: I wanted to follow up on my call from Friday night to express my extreme displeasure with Pocono Resort Realty’s property No. [redacted], which I and a group of friends rented this past weekend.

When I pay more than $1200 for a two-night stay, I would expect an upscale home in excellent condition, one that has been very well cared for. I expect the house to be clean, comfortable, and safe, and to come with a number of amenities that make it a suitable home for a relaxing weekend in the mountains. When I looked at the listing for property No. [redacted] on Pocono Resorts Realty’s website, I was under the impression this was the kind of property I would be renting.

However, the house I saw upon arriving at [redacted] did not possess any of the above qualities, nor did it match the photographs on the listing. Instead, it was a bizarre cross between an old, dilapidated house with moldy siding, spotted carpets, and stained furniture, and a property that was under renovation, with unfinished wood, holes in the drywall, and plaster dust on the walls.

There were so many things that were disappointing about the property that it seems best to list them out.

First, the house was old and uncared for:

· The siding of the house—the first thing you see upon approaching the property—was stained and green with mold.

· The armchair in the living room was stained; the couch throw pillow was ripped

· The beige carpet in the third bedroom (on the main floor, past the kitchen, closest to the bathroom) was grungy and stained, spotted in a hundred different places.

· The brown carpet in the upstairs bedroom was either ancient or simply thrown down in haste; it was wrinkled and did not lay flat. It looked like crumple tissue.

Second, the house was dirty (I would love to know why a $110 cleaning fee was included in the bill when…)

· The first thing we saw upon pulling up to the house was an overflowing trash can at the end of the drive.

· Dog hair was everywhere. It was an inch thick underneath the couch; it was embedded in the rugs in the living room and the master bedroom; and it was tangled in the mattresses.

· In the third bedroom, the pet hair on the mattress was so embedded in the mattress pad, the poor couple sleeping there had to flip it over.

· Also in that third bedroom (with the awful carpet and the excess dog hair) the pillows were stained to a degree that made us all uncomfortable. I wish I’d thought to tell my friends to bring their own pillows; it simply never occurred to me that, for the amount of money we were paying, they’d need to.

· As you know, we ourselves brought a small dog for the weekend; that dog found two old, dirt-covered, half-chewed rubber toys in the living room under the couch, and one soaked, moldy stuffed animal in the grass patch near the lake.

Third, the house seemed to be in the middle of some kind of construction or renovation:

· Nearly all of the outlets and switches in the basement lacked faceplates which could have led to severe shocks and/or death had any children been present. Numerous outlets in the living room also lacked faceplates or covers.

· There were large holes in the drywall: hidden behind a painting on the mantel above the fireplace.

· There was rough, unfinished wood everywhere: the stairs into the house were unfinished; the stairs to the upstairs bedroom were unfinished; the handrail along the stairs to that bedroom was unfinished; nearly all the trim in the entire house—along the floor, around doorways—was unfinished, complete with nail holes. We are fortunate no children came along for the weekend, or we’d have wound up with small hands full of painful splinters.

· The master bedroom on the main floor looked like it had been built three days ago: in addition to the aforementioned rough, unstained wood trim—which extended to the paneling around the bathtub—there was no grout between the tiles and there was plaster dust on the walls.

Fourth, the house lacked the amenities one would expect of a lake property:

· Although the house was on a lake, and had a lake view, there was no lake access. Every other home on the lake had a carefully groomed lawn leading down to the water, and most had a dock from which one could swim or launch a watercraft.

· [redacted] did not have a lawn. It had a mess of wild overgrowth with a narrow path hewn through it. The weeds extended to the lake, and there was no dock or platform or way to get to the water. The overgrowth was also on either side of the driveway; so the house had no landscaped area to speak of.

· The outdoor deck, like every other aspect of the house, seemed to be only partially complete. Half of the space was usable; the other half was marked by a bizarre construction of wood beams—almost as though someone had started to build a screened-in area, but got no further than the frame—and a collapsed construction of canvas and metal poles. This was apparently the canopy, and it was full of stagnant water and dead mosquitos. It was marked with a barely legible note warning us not to touch it, as it was broken.

· In addition, the deck railing wobbled precariously when anyone was foolish enough to lean on it. When viewed from the patch of grass below, the deck looked to be sagging alarmingly in the middle. We were afraid to spend any time on it.

· The lack of lawn and substantial amount of overgrowth meant that there was no way to enjoy the “lakeside” aspect of the house.

· The gas fireplace looked nice—looked new, in fact—but did not work nor could we find any instructions on how to turn it on.

In addition to citing the poor state of the house and the property, I also want to express my extreme dissatisfaction with your handling of the situation. I called you immediately upon arriving at the house and following our conversation, you said you’d see if you could find us another place. I hung up, feeling hopeful, however, I did not hear from you for the rest of the weekend.

Among our group, we had several people flying in from North Carolina. Were it not for the fact that we’d already paid for this property, I would have looked for a hotel in a heartbeat.

To summarize: The house was dirty and borderline unsafe, and the outdoor space nonexistent. When I called immediately upon reaching the property to explain this to you, nothing was done to improve the situation.

In writing this, I’m asking for a significant portion of my money, in addition to the security deposit, back. I've rented numerous homes using [redacted] and [redacted] and this was by far the worst of the bunch. It was certainly not worth the $1100+ I was charged.

Please let me know how you plan to better this situation.Desired Settlement: Partially refund my money as requested in problem statement.

Business

Response:

April 25, 2014Dear **. [redacted];I am responding to your complaint, albeit almost one year after the initial rental of the property.As best, I will respond to this as follows:1. Client rented property 8/2/13 to 8/6/13;2. Client related to agent that they were not happy with property (properties are viewed on website by clients prior to renting on our website);3. Client sent his email to us after his departure concerning his issues with the property;4. Our company settled with the client by giving him an additional $90.00 on top of his security deposit of $300.00.5. Client paid less than $1200-00 for the rental-The client never contacted us again after that, which I believe was In September, 2013.I hope this will resolve this Issue. If you require any additional information I will make every effort to submit that to you.Sincerely,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: [redacted]. [redacted] and her company are misleading, unprofessional thieves so I will gladly respond to each point below.