• Report: #1070630

Complaint Review: Cove Realty

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  • Submitted: Sat, July 27, 2013
  • Updated: Sat, July 27, 2013

  • Reported By: Elliott — Manassas Park Virginia
Cove Realty
105 E Dunn St Nags Head, North Carolina USA

Cove Realty, Deborah A Conklin, Property Manager Dirty and shabby furnished water bug infested beach rental cottage at Nags Head NC Nags Head North Carolina

*General Comment: Why did you stay?

*UPDATE Employee: Glover Family Complaint

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We rented a cottage on the beach for a week in Kill Devil Hill. I was very excited to finally have a vacation with my wife and daughter.  I am a senior citizen who is totally and permanently disable after having 3 spine surgeries and a difficult long recovery. Due to my handicap, I have not been able to travel for the past 4 years.

 When we arrived, the house was dirty and the furnishing shabby, clearly not expected. The screens were ripped and therefore we could not open the windows for the clean ocean breeze. To our surprise the sun porch door was nailed shut, the screen windows have holes giving all types of insects’ access. The sun porch was uninhabitable.  The bathrooms were clean but otherwise, things were no where close to as clean as they should've been for a rental property. The pictures on their page for 501A South Virginia Dare Trail and what we encountered were in many instances perhaps several years ago but definitely not accurate for our stay. [continued below]....

..... The furnishing and decorations were tattered and dilapidated. The beds and mattress were old, worn with springs that one can feel when laying down. The couch had the spring popping out of the base into the cushion. There was a $50.00 price tag from a thrift store still attached.  The porch was dirty and the furniture was two old rocking chairs and two hand built benches. 

 I personally checked the smoke detectors to ensure my family safety and found that 2 were not working and the third was missing. The bedroom windows are completely blocked by shrubs therefore an additional hazard if we need to evacuate in case of an emergency.

 Now for the scary part; upon our arrival on Sunday evening we observed huge water bugs in front of the house. We should have taken that as a warning. On Tuesday morning I notified the Realty office of the infestation of water bugs and followed up with an email that evening.  We arrived on site on Sunday at approximately 4:00pm and observed a large cocker roach/water bag on and around the front deck but we were not majorly concerned because the large bug was outside of the cottage.

 

Sunday night while my daughter was in the bathroom, I heard her screaming from the bathroom and my daughter was hysterical. While brushing her teeth, my daughter face was next to the sink, she observed a large cocker roach/water bug in the sink.

 Late Monday night, I was woken by my daughter’s bloodcurdling screams. As I ran towards my daughter’s room, she ran out of the room screaming and crying. I observed a large cocker roach/water bug in her bed and I immediately spray the bug with wasp insect spray. I collected several dead cocker roach/water bug and placed the bugs in a baggy.    

 My daughter was afraid to go back to sleep and stayed awake from 11:30 -3:30am. Finally, at 3:45am, I put my daughter in my SUV and she eventually went to sleep. 

 Tuesday morning at approximately 9:30am, I called Cove Reality and spoke with a person by the name of Ed and informed Ed of the bug infestation. Ed stated he would contact an exterminator and have the come to the cottage and spray.

 Later in the afternoon, the exterminator came and sprayed insecticide. The exterminator stated the spray would not work immediately and the water bugs would take some time to dye.

 During the evening my daughter observed three water bugs crawling on the floor of her bedroom. My daughter was terrified and refused to sleep in her room. 

 Please see the attached photos of the water bugs found at 501A  S. Virginia Dare Trail.  My family’s vacation has turn out to be an unpleasant experience and a nightmare.

 Cove Realty response after I requested a full refund of $1,700.00:

“I’m really sorry that you guys have to deal with this situation but unfortunately water bugs are really common in this area. I’m myself very terrified of them and have them in the house as well during the summer time. I will leave your email on Debbie’s (our property manager) desk and she will contact you whenever she is back in the office tomorrow. Thank you. Amina.”

 An exterminator was sent to fumigate after several complaints and an over a dozen bugs were killed. While Cove Realty apologized this was their solution to our negative experience. “We are sorry that you have had the roach problem. This is the first call we have had on any kind of pest problem in this cottage.  If anyone had called about an insect problem prior to your stay we would have sent pest control out immediately as we did for you on Tuesday. The bathroom floors and carpet were replaced this past spring and there was no report from the flooring company about any kind of pest problem.  The $150.00 rebate will be sent to you 20 days after check out when it comes up in the system along with your $150.00 refundable damage deposit.   Deborah A Conklin, Property Manager”

  Our vacation was one of the worst experiences we have had and during our entire stay, every day we observed a water bag crawling on the walls or carpet. This review is to protect other hard working families that save all year for their summer vacation. 


This report was posted on Ripoff Report on 07/27/2013 04:38 PM and is a permanent record located here: http://www.ripoffreport.com/r/-Cove-Realty/Nags-Head-North-Carolina-27959/Cove-Realty-Deborah-A-Conklin-Property-Manager-Dirty-and-shabby-furnished-water-bug-in-1070630. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
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Updates & Rebuttals

#1 General Comment

Why did you stay?

AUTHOR: MSanchez - ()

My question is, if you saw bugs the day you checked-in on Sunday but did not report anything to the company untill Tuesday, why did you wait that long to report it if your families safety was so important as you mention in this report? Why would you stay the entire time (a week I presume) if you believed the home wasn't in the condition you expected it to be?

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#2 UPDATE Employee

Glover Family Complaint

AUTHOR: Cove Realty - ()

Elliott and his family checked in on Sunday, 21 July at 3:40 PM. In Elliott's complaint, he states "When we arrived, the house was dirty, and furnishing shabby, clearly unexpected. The screens are ripped and therefore we could not open windows for the clean open breeze".  Aside from the bug issue and smoke detectors, this is the first we have ever been told that the cottage was dirty or damaged.  Our cleaners, inspectors, past and present tenants have also never mentioned or reported these other issues.  Cove's policy is to handle all matters quickly and efficiently, if we had been told the cottage was dirty upon check-in, cleaners would have promptly been sent back out to take care of the issues and repairs would have been made.  However, the several Emails and phone calls we received from the Glover family never mentioned these issues once.

In response to the smoke detectors, we were informed these were not working on Wednesday and our repairman came out that same day and got them fixed.  Later on that same day, we received a call from the town fire chief who informed us that Mr. Glover had complained about the smoke detectors.  We informed the chief that we had already fixed the problem.  The chief said he would follow up with Elliot and would call us back only if there was any further problem.  There was no call back from the fire marshall.

As to the bug issue, we agree that this is a very big deal and we understand the concern any family would have upon checking into a property only to find bugs inside.  However, the severity of "infestation" as described in the complaint is drastically different than what was reported to us and findings of the professional bug exterminator we hired to treat and spray the home.

The first phone call from Mr. Glover came into Cove via phone call on Tuesday, 23 July around 9:30 AM.  Mr. Glover spoke to Ed at this time and explained to Ed that he found bugs in the property and was up until 3am on Monday trying to calm his daughter due to her finding one.  After this phone call, Ed immediately made arrangements for a professional exterminator to examine the property and resolve this issue. The exterminator sprayed and treated the cottage Tuesday afternoon, and reported to us that several water bugs were found, but there was no evidence of any type of infestation. The exterminator also informed us that he explained to Elliott that it would take some time for all the bugs to die off, "usually within a day or two."

The following business day at opening office hours, an Email to Cove was read which was written at 8:34PM of the previous night.  This Email told the same story of what was told to Ed over the phone and explained that the exterminator came, treated the property, and talked with Mr. Glover.  Mr. Glover attached a photo of bugs he found which were placed in a plastic baggy and also a short video of a bug dying.

A few hours later (Wednesday, 24 July), Elliott shows up at the office. He brought in the baggy he attatched in the Email which contained about six water bugs. He was asked if there were any live ones left, and he said that he had killed a dying roach himself that morning, but no other live bugs had been found. This was also the time that he informed us of the smoke detectors, which as previously mentioned, was immediately taken care of.  After Elliot left, Amina (a reservationist) called up the professional exterminator and asked a representative for the company to go back to the property and check again for an infestation.  When Brendon (the original exterminator who sprayed the cottage) talked to Elliot, he again explained that dead bugs would be found for the next few days but there was no infestation.  Mr. Glover explained to Brendon that he thought some sort of preventative spray should have been done to the property prior to their check-in, however, Brendon told Elliot that if there is no history or reports of bug problems, sprays are not typically done.

On Thursday morning, July 25, the property manager (Debbie) called the Glover family and spoke to Mrs. Glover.  Debbie apologized for the pest problem, and informed Mrs. Glover that this is an unusual problem in this cottage, as there had not been any previous complaints. In addition, bathroom flooring had been replaced in the Spring, and there were no reports from the contractor about bugs. Debbie also explained that she talked to the owner of this property and that the owner would give a $150 rebate for the Glover family's inconvenience.  Mrs. Glover told Debbie that she would speak to her husband and see how he felt about the refund.

A follow up E-mail ensued on Thursday evening at 6:45, July 25 from Elliott, now requesting a full refund, along with multiple threats to file a lawsuit, file complaints with the Better Business Bureau, and other consumer agencies. Mr. Glover never desired to be moved, or check-out early, but only that he should be entitled to all his money back and also stay at the property for free for the remainder of this week.  This Email was received and read on Friday morning.  Debbie wrote back the same day stating that since they remained and used this property for the entire week and that the smoke detectors and bug spray were performed immediately upon being reported, the $150 refund was all Cove could do.

We here at Cove understand the concern that this family had and are truly sorry for the bug issue.  However, we feel that we handled this issue accordingly and to the best of our abilities.  An entire refund for a customer that used and stayed in a property for an entire week is just not possible.  And lastly, neither from the check-out cleaners, inspector, or current tenants in the property have we heard any complaints of live water bugs or other issues.

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