Preventative Maintenance is not their priority
This home was appealing because the price is lower than most that are rented through other local Berkeley Springs agencies, and we have been on a tight budget. But after five summers of renting here, we will not be back. Whether it is the refrigerator, the washing machine, the air conditioning, the sliding doors, the screen doors, the door locks, the window blinds, etc. it is always something that does not work. Whether it is a covered porch covered in year's of bird droppings (that after three years, I finally spent two hours scrubbing so that my kids could play there without my worrying about disease), a front porch piled with rotting garbage, everything over eye level covered in dust, air filters that are so filthy that even the HVAC technician was appalled, etc. there is always something else that the cleaning crew did not attend to.
This year, the AC did not work upon our arrival. It was my guess (from the fact that the heat was set for "emergency heat") that the compressor has not worked for many months. It took two calls, two texts, an e-mail and six hours to get through to the owner. Then it took 48 more hours to the owner to send a service company to fix it. That company provides 24/7 emergency service, but the owner selected not to even have them come out and investigate.
After our trip I requested partial refund equal to one day's weekend rental fee (we were without AC for two days and six hours). The owners responded as follows:
"It's unfortunate that the air conditioning unit wasn't working when you arrived and we do apologize for the inconvenience."
They did not even address my request, but rather argued with me that the two hours I spent supervising and assisting the AC guy was not necessary. If it were me, I would be thrilled to have a renter take the time to be help the repair man. In this case, their response was:
"The company we called to make the repair is a reputable company and was quite capable of making the repair without supervision or assistance."
If they were so capable, then why make my family suffer in the heat and the humidity for 48 hours rather than have them come right out to fix what turned out to be a wire that had shorted out (due to a stupidly performed repair the last time by a different "capable" company).
Its your money, its your vacation. If you want the best price in town, then this is the house for you. If you want stress-free enjoyment and attentive owners, I'd look elsewhere.
Owner's Response: This review was submitted by Lou Carloni who has been a guest at Quiet Haven for 5 years. Last year Mr. Carloni was there during an area power outage (of which we obviously have no control over) and we refunded over $300 for the inconvenience. Unfortunately this year upon Mr. Carlonis arrival, the air conditioning was not in working order; although it was working just 2 weeks prior during a previous guest stay. The calls from Mr. Carloni were placed on a Saturday afternoon when we did not have access to our phone since we were in the middle of a wedding. Once we made contact with Mr. Carloni I contacted a service company who could not be on site until Sunday afternoon and recommended they come on Monday due to the availability of repair parts if needed. The service company arrived on Monday and was able to repair the unit and get in back in working order.
We do pride ourselves on the beauty of our home and we have created a comfortable environment for our guests. As you will see with our other reviews, many people, over 100 rentals, have enjoyed their stay with us. Quiet Haven is not only a rental retreat but a place where our family can go to relax and enjoy the beautiful mountains of West Virginia.
Helpful votes: 1/1
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