Ant infestation, terrible customer service!
What should have been a dream vacation was completely ruined due to 1. A severe ant infestation and 2. Uncaring and completely inadequate property management. We arrived late Saturday evening and when we went to cook breakfast the following morning discovered that the kitchen was crawling with ants. We actually didn't know what they were at first as we are from Colorado and had never seen this type of insect before, but after calling the property manager it was determined that they were "sweet ants"- apparently something native to Florida. We were told not to keep any sweets out on the counter so we kept ALL food in the refrigerator for the rest of the week. We were also told on Sunday morning that the exterminator would be notified but because of Labor Day he might not make it out until Tuesday. The exterminator did not in fact make it to the property until Thursday (only 2 days left of our "vacation" at that point as were leaving first thing Saturday morning). Throughout the week, despite the fact that we kept ALL food (even boxes of crackers and microwave popcorn) in the refrigerator, cleaned the kitchen constantly, rinsed all dishes before placing them in the dishwasher, and took all trash out to the can in the driveway, the ants multiplied and were everywhere. All over the kitchen counters, in the pantry (where the cleaning crew had left an open bag of sugar and an open container of honey from the previous tenants), in the dishwasher, on the floors, on the staircase, and in the master bathroom. It was disgusting; even my 3 year old daughter was finding them everywhere and couldn't even play on the floor. We called daily trying to get an update of when the exterminator would be out to the property. During the many calls, the property manager ADMITTED that she should have visited the property the first time I called to report the problem to verify the infestation because she actually had spray in her office she could have used to kill them! Instead, our entire week was ruined by the fact that the "luxury" home we rented was crawling with disgusting little ants, the property manager was uncaring and even extremely rude at times, and the battle continues today over a month later. We have filed a formal complaint with a popular consumer protection agency (not allowed to name but it's 3 letters repeated), and posted video of the ants on a popular video sharing website listed under "ant infestation" and the name of the Realtor.Do not rent here!
Owner's Response: This upscale property takes pride in its immaculate condition & proven track record.
There is no way this upscale property could be rented if it was infested with bugs or ants.
When a problem or concern is reported it is taken care of imediately.
We received a report that on 1st night donuts & cake was left on counter & in AM pastry was covered with little black bugs. If ants were reported, we coluld have treated them that Sunday but told they were not ants, we wanted a professional pest control Co.to treat this unknown insect. It was Labor Day holiday, we could not call for appointment until Tuesday. Tenant was OK with that.
We were never told about any infestation until 4 days later when we were asked to refund the rent or move tenant to another house.
Within 24 hours, another pool home was ready for move in.
When Tenant was told a house was ready we got a negative reply, tenant only wanted a refund.
We have a written statement from tenant who vacated the AM this tenant arrived which states "We had a wonderful stay. The property was spotless. At no time did we encounter any ants whatsoever".
We have a written statement from the cleaning person who cleaned before and after this tenant "I always report anything out of the ordinary to Dur-Rich Realty, I thoroughly cleaned the kitchen counter tops, cabinets, oven, microwave, floor, sink, refrigerator & loaded & unloaded dishwasher, found no insects of any kind nor did I find any insects through the rest of house".
The Exterminatior was asked to write a report as to what was found in the kitchen when servicing this house. "Could not find ants in Kitchen or bath area. Service the whole place 1 1/2 hours. There no ants at that time".
We were told if we did not give a refund, tenant would post a scathing review on Homeaway.com including links to video footage of the ants, we have a youtube account already set up, we will also be filing a formal complaint against Durich Realty with - - -and will be calling on some legal contact I have in the industry to pursue further action.
At this point Dur-Rich Realty felt this complaint was nothing more then an attempt to extort a Refund.
Tenant then said (new story) an open jar of honey & sugar was left in pantry, she put it in garbage at end of the driveway (where green garbage container is located for garbage pickup). In viewing video, green garbage container w/garbage is now in the garage where ants/bugs could get into foyer as shown in video.
Helpful votes: 9/14
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