Signature Vacation Rentals

We have settled this concern with Mr [redacted] this morning, and we look forward to the opportunity of assisting him with accommodations in the future

Mrand Mrs*** have related the facts of this misunderstanding quite well We do understand their disappointment However, we do take issue with the characterization of dishonesty of any kind A pricing anomaly occurred that allowed the ***s to book our home at a price
that was not intended for Our owner asked us to lower the price of the home in question for February and March of Our software does not allow us to differentiate between pricing for different years however The ***s booked the home for at the discounted price When the error was discovered, we contacted the ***s and asked them to pay to price as intended, or we'd be happy to refund all of their deposit This has caused quite a stir After some discussion, the ***s opted to get all of their money back Once again, we understand their disappointment We did offer to help them secure alternate accommodation They declined TO BE CLEAR, IN THE END, THEIR DEPOSIT WAS FULLY REFUNDED AND WE DO APOLOGIZE FOR THE ERROR AND MISUNDERSTANDING

Please post this complaint on the Revdex.com site. It is a basic rule of law that one party can not unilaterally alter the terms of a signed contract and that is what Signature did. Their claim that they made a mistake is not a valid legal argument. Future consumers should be forewarned

Once again we understand the gentleman's disappointment.  However, we informed him promptly of our error for a reservation that is nearly one year in the future, and we refunded all of his money.  Tell us why here...

We have settled this concern with Mr. [redacted] this morning, and we look forward to the opportunity of assisting him with accommodations in the future.

My husband and I rented from Signature vacation Rentals during the month of February, 2016 in Phoenix,AZ. There were many problems during our almost month long stay. We were assured when we checked in that there was a 24 hour emergency number to contact. From the first morning there was an issue with standing water in the tub along with a moldy shower curtain liner. We contacted Signature offices in Scottsdale that morning. They told my husband that they would be out to fix it right away. It took them 3 days to come out the first time. That time they took out the drain in the bottom of the tub, left dirty footprints on the bath rug and left. It took my husband 2 more calls to get them back out. The second time they replaced the moldy liner. Then they wanted us to take time out of our vacation stay to wait for the plumber to come! That was not our responsibility. It is not our property!! The smoke alarm went off twice after we replaced the batteries ourselves. When we called and told them about the alarm going off twice they said they would get to it. The guy did not want to come out that day because it was a 2 hour drive for him. Not our problem.! Two days later they said they came out. On our last night there the lock to the courtyard gate fell into the ground and we were locked out. We called the emergency number several times to no avail. We had to ask a neighbor for help and finally was able to get into a side gate after trying to open the gate for several minutes because the grass was grown up that made it difficult to open it. They had told us that there was not any washer and dryer available in the unit. We found one in the attached garage to use. When we went to check out at the Scottsdale office, the girl asked us how our stay was. When we told her we were really disappointed, especially when we told her about calling the 24 hr. emergency number and didn't get an answer she said she would have to check, as if to doubt that we called. She asked if there was anything she could do to make up for the inconveniences. I told her we wanted to talk to the manager. We never heard a word. This was not a surprise! I would not recommend this place. There were too many issues and not enough help from the owners. No one wants to take responsibility anymore.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Mr. [redacted]'s account of the details in question is a completely inaccurate portrayal of the issues we experienced.  A true detailed account is attached via word documentation.  I am happy to provide additional copies of any emails or phone records required.

Regards,

We have settled this concern with Mr. [redacted] this morning, and we look forward to the opportunity of assisting him with accommodations in the future.

This guest did have 1 major issue during the last 8 hours of their stay, and 1 very small issue with two out of four TV's not working he first 48 hours of their stay. 

12/25/2013 Guest checks in, reports that only the living room TV and the Master Bedroom TV's are receiving a...

satellite signal (2 out of 4 televisions are functioning) On 12/27/2013 (within 48 hours) all four of the TV's in the home are now working. The malfunction was with the provider and not with the electronics in the house.

On 01/01/2014, The day the guest is scheduled to depart from the home, sometime between 1:00AM and 2:30AM The guest placed two calls to our after hours emergency line to report that the home has water issues, apparently water from the washing machine flooding a portion of the home. We were at the home later that day to extract the water.

I would like to make mention, that we could not find any problems with the washing machine. We have since completed more then 8 loads of wash in the washing machine, we cannot find any leaks and we have been able to recreate the problem.

Needless to say, we did find water in the home after the guest departed, we just don't know where it came from. The scheduled check out time was 10AM on 1/1/2014, so out of a 7 night stay, the guest only had one major issue, that lasted over an 8 hour or less time period. We agree that the timing was awful, and we agree that it was not an ideal situation. However, the guest is demanding nothing less then a 100% refund of their entire stay. Our refund offer of $481.63 was calculated by refunding the guest 3 nights of their stay, a $100 reduction of their cleaning fee, and the difference in that recalculated taxes. Based on the facts in this case, the offer we made was more then generous.

The guest has stated that they don't accept the refund offer of $481.63, and they stated they will be pursuing other courses of action. The guest has since begun a campaign of leaving negative reviews wherever they can.

Management company is willing to pay guest back 50% of the total reservation,(per their demands) under the condition that the guest update all the negative reviews [redacted] and anywhere else where they may have posted comments, to the status that the situation was resolved to their satisfaction.