- Report: #1277444
Complaint Review: ReMax Ocean Surf and Sun/ Costa Rica Ocean Lyrics - Internet
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ReMax Ocean Surf and Sun/ Costa Rica Ocean Lyrics
Internet, USA
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1-866-976-8898
Web:
remax-oiceansurf-cr.com
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ReMax Ocean Surf and Sun/ Costa Rica Ocean Lyrics Lisa Simmons & Nathalie Duarte Horrible Costumer Service, Liars about repairs needed to our rental Tamarindo, Costa Rica Internet
Don't use this company for a future rental in Costa Rica. They are LIARS!
My family rented a unit over Christmas for 4 days in Tamarindo, Costa Rica. When we got to the unit it was in fairly good condition. When we did our walk through, we noticed the master bathroom toilet did not flush. It was late so we used the other bathroom till the morning.
The Remax office was across the street. I walked over to Remax office to ask about fixing the toilet but no one was there at 10 am. I tired again later at 1 pm but no one was there. The office hours said 9-5pm. I emailed Nathalie. She said someone would come by to fix.
On day 2 the toilet was barely flushing and the internet did not work. I tried calling the phone numbers on the booklet but no one answered. One number they have listed said " we have no agreement with ReMax so we won't help you".
Why would they have that name listed as an emergency contact if they provide no help?
On our last day there, the air conditioner went out completely. The unit was 83 degrees. I called those numbers again and no one answered. I emailed Nathalie 5 or 6 times. It was SO HOT in the unit. It was miserable. Finally one of the maintenance men came at midnight and said there was nothing he could do it fix the problem.
The next morning we checked out. I took a photo of the temp.and the AC unit gauge. Still at 80 degress. Now the toilet wasn't working , internet not working and horrible temp in the unit.
I got an email back from Lisa Simmons. She says "I'm the one that must of broke the air conditioner because I didn't resent the right circuit breaker" WHAT! I'm on vacation. I'm not going outside in the dark to fix a broken AC unit or circuit breaker.
I asked her for some sort of reimbursment for all the inconveniences with the unit. They have refused and refused to respond to any other emails I have requested.
1 Updates & Rebuttals
Lisa Simmons
Tamarindo,Other,
Costa Rica
Response from Vacation Rental Manager
#2REBUTTAL Owner of company
Mon, January 04, 2016
First, I'd like to clarify two things:
(1) Re/Max does not own the rental company. Ocean Lyrics is separately owned, though we do share space.
(2) Our rental company does not own the condos where we check renters in. These are vacation rentals, privately owned by individual owners. Our job is to care for the condo and renters.
We have an email chain with this lady that we would gladly share with any potential clients. She was staying in one of the top vacation rental locations in Tamarindo.
Visitors to Costa Rica will not find it to be exactly the same as North America. Septic systems, electric and wifi are good, but may not be as good as your home country. On the other hand, we are surrounded by incredible natural beauty, spectacular beaches and friendly locals. Most of us consider some slightly slower services to be a fair trade off for the wonderful lifestyle we enjoy here.
Throughout Costa Rica, ALL toilets flush more slowly. In less modern projects, no paper products whatsoever are permitted in the toilet. They are put in a separate receptacle next to the toilet. However, the project where this lady stayed is one of the most luxurious in Tamarindo and paper products are permitted.
The wifi was working fine.
As for the a/c, the renter flipped the breaker. It was not broken. She contact us after 10 pm on Dec 26th. By 11 pm two of my staff members had responded to her. One sent an email explaining how to reset the breakers, the other gave her my manager's personal cell number.
My manager received her message and called her back to ask if she was alright. She said she wasn't sure the a/c was on so he got out of bed at 11:30 pm and drove to Tamarindo. The system was working fine.
My manager received her message and called her back to ask if she was alright. She said she wasn't sure the a/c was on so he got out of bed at 11:30 pm and drove to Tamarindo. The system was working fine.
We went back to check the system again in the morning to ensure that it was working well. We found the a/c system functioning normally. We had a different group of renters check-in that evening. To date, we have made no repairs to the a/c in that unit and we have not received any complaints from the next renters.
We had three people attending to this renter after 10 pm on the Christmas weekend. They fixed her problem - explaining how to reset the breakers - and even went in person to ensure all was well in her condo. I consider this to be exceptional customer service.
VRBO/Homeway has a very fair system of reviews. If the owner or rental company has proof in writing that an unscrupulous renter is trying extort funds from them ie "If you don't pay x, I will write y" VRBO/Homeaway will not publish the review.
Unfortunately, Rip Off Report is not as fair to owners, vacation rental companies or renters in this regard.
