Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/14/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have requested twice for a refund, reservation ID# HA-J4RGNB. ON May 2, 2024, we had a room reserved in Bowling Green, KY. We could tell that someone was living there, as soon as we entered the room. The bed was unmade and there were clothes on the bed. We called 1-***********7 at 5:25 that evening to tell them about our situation. I left a voice mail telling them of the situation and asking to be called back. We did not receive a call back, so we had to book another hotel room. On the next day, we had access to email, and we found out that there had been a change to the reservation, but we did not receive the information in time for us to use it. I sent a message through VRBO about the situation, and that I wanted a refund. On May 3rd, this is the response we received: Hi *****, we are terribly sorry that you had this experience. We sent you the correct check-in info for your new unit. We did not receive any calls from you regarding the check-in issues you faced last night. We will submit a ticket regarding your refund request. The second request was sent on May 29th. As of July 14th, 2024, I have not received the money yet. I have tried to contact them by phone and they never answer. They want to be contacted via email or text.

• Initial Complaint

  Date:05/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  had paid visitsleep.com aka sleepover for a place to stay in Des Moines, Iowa. When I got the address I looked up the information and found that the address didn’t exist and the crime rate is high. I also looked at the said neighborhood and it didn’t look like the pictures. So I requested the amount I paid of 6184.29 be reimbursed. Which hasn’t because of their “strict” refund policy which I cancelled well before 30 days and didn’t use their service. I’ve called several times the company which it goes to voicemail and says the mailbox is full, I’ve emailed them as well in which they will not return an email. I filled out a credit card dispute through Huntington National Bank and asked the company for my cancellation number with no reply back. I want my money back especially since I feel scammed. I have also sent a request to the Ohio Attorney General Dave Yost, Iowa, & CA AGs as well.

  Business Response

  Date: 05/24/2023

  To whom it may concern,
  
  This is in response to complaint number 20037019.
  
  Sleepover, Inc is an accommodation company for traveling healthcare professionals. Lindsay Harrison made a reservation on our platform and cancelled, she is being upheld to our cancellation policy. 
  Sleepover Inc has a strict, non-refundable cancellation policy.
  
  No one forced this customer to pay after receiving and reviewing the online reservation. The terms clearly state “All bookings are final. No refund of any kind will be issued after payment”. We have the same strict cancellation policy across all platforms that we are affiliated with. All bookings and payments are final to block off dates off of the calendar and we do not work on a deposit basis. No further action will be completed. 
  
  Best regards,
  Sleepover Inc

  Customer Answer

  Date: 05/30/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.

  **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
  
  
  
  
  Regards,

  Complaint ID: 20037019

    This company said this was a safe area which it is not. The cancellation policy also did not come up until after I reserved the stay. Also, the address is not even found online. Sleepover INC has also only replied once to my email. I also, cancelled well before for 30 days because I of the area in which I did not feel safe in.

   

  thank you, 

   

   

• Initial Complaint

  Date:02/09/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I rented a property from Sleepover starting on 10/24/22. Early on, the customer service was falling short of my expectations as it took over a week to receive attention to a maintenance request. The real problem started on 12/23/2022: the pipes froze in the rental unit despite our efforts of leaving a steady stream of water flowing thru them. At 6:31pm that afternoon I informed them of the situation. It took them until the next day to get anyone out to address the issue. Despite someone supposedly coming out to address the issue, our pipes remained frozen and we remained unable to shower or prepare food at the dwelling. At 4:34pm that afternoon I first inquired about what our options were to deal with the situation. A response came at 7:24pm the night of Christmas Eve: we could go to another property that they managed and wait for the pipes to thaw. At 9:19am Christmas morning we packed up and went to the other property just to find that units pipes frozen as well. At 11:30am, I inquired if a refund of the remaining time at the original is possible. This request was ignored. At 2:13pm I again inquired about a refund and was told that the issue was going to be forwarded to a supervisor. At this point we were going on 72 hours without running water so we made the decision to get a hotel room because of the need for a shower before returning to work the next day. I spoke with Robert at 3:31pm on 12/26/22 when I was informed that my request for refund had been denied. This is a clear breach of warranty of habitability! I filed a complaint with the attorney general's office and Robert's response to that were completely false in nature and when I responded to them, he stopped all communication. I am seeking a refund of the days that the unit was unihabitable as well as the days that I was forced to seek alternate housing for myself and my family. 5 days at $65 and the hotel stay which was $168.61.

  Business Response

  Date: 02/09/2023

  Hi BBB, 
  
  Due to extreme weather and unforeseen circumstances, the pipes froze at the property. We immediately sent out our maintenance team to resolve the issue and warm up the pipes. However the guest did not want to wait this out and decided to move to an alternate location we offered him. This was during extreme weather and we were experiencing issues with pipes freezing all across the country. 
  
  ******* could have canceled the reservation if he did not want to continue their stay. ******* did not cancel and left their unit occupied with the reservation blocking our calendars. Furthermore, this guest was asking to be refunded $500 through the AG. Well over the amount they paid for those nights.
  
  We are standing by our decision and we will not be refunding this guest. We gave him alternative ways to cancel his reservation and we addressed the issue accordingly. Furthermore we do not tolerate threats and foul language as he presented on our phone calls. During a phone call with ******* he proceeded to tell me "suck a d*ck" multiple times, along side other foul language used. 
  
  Thanks, 
  
  Sleepover, Inc 

  Customer Answer

  Date: 03/03/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. This memo is in response to ****** *****’s response to complaint ID 19372023To whom it may concern,There are several inaccuracies in Mr Iacob's response: they did not send someone out immediately to address the frozen pipes, they did not give me an option to cancel the reservation, and they never addressed the issue accordingly.The pipes froze at some point Friday, They did not send anyone until mid-day Saturday. The definition of "immediately" is "without delay or hesitation". Delaying a service call to the next day is not immediately nor is it without hesitation or delay.As can be seen in the screen shots of the conversation with the customer service representative, I asked what other options that I had before we moved to the other unit that was also frozen up. At this point I was not given the option to cancel the reservation, only the option to move units. Upon moving units and finding out that the alternate site was uninhabitable as well is when I requested a refund and to cancel the rest of my stay but I was ignored. I made the request again for a refund and was told that Mr Iacob would be making the call on a refund and subsequent cancelation. But both were denied. The part that I find the most shocking is that this organization thinks that it is completely reasonable to leave a paid tenant with no running water for 5 whole days and blame the whole thing on us. I will amend my request for a refund from the $500($65 x 5 days plus the $168 for the hotel room) to just the $325 for the nights that we did not get use out of the unit. Regards, Complaint ID: 19372023