Before you rent/lease from this company, it would behoove you to take the time to read this review.
My wife and I stayed at one of their cabins to celebrate our tenth anniversary. We only had two nights due to the limitations of a sitter for our children. One of our major requirements was having a nice hot tub.
We selected the "Bearly Behaving" cabin and paid a higher rate simply because it had a newer, nicer hot tub. Upon arrival, the cabin looked good, but I noticed the hot tub cover was half off. I went by and stuck my hand in the tub and it was not heating properly. I understand things happen and anything man-made can go out at any given time. I called maintenance and to my surprise, someone came out pretty quick to take a look.
The gentleman hit some buttons on the control panel and stated he thought he may have gotten it going, and asked for me to call back in an hour if it isn't heating. Several hours later, the tub still was not heating, and as directed, I called him back. He stated he would be unable to come back that night due to being across town at another cabin where the power was out. No big deal, we conceded night one of two, we would not have the use of the hot tub. The following day, I called back and to make a long story short, the tub would not be fixed due to the owner saying the tub was under warranty and maintenance was directed not to touch it. As a result, on night two of two, we would not have use of the hot tub, the main selling feature of the cabin. Up to this point, I was very understanding, and patient of the situation.
I asked for compensation for the lack of access to the hot tub and was advised despite paying over a grand for two nights, I was offered $50 compensation. I legit thought the woman was joking. Fifty bucks doesn't even feed a family of four at McDonalds anymore much less make up for a main feature of a rental property. When I spoke to the manager, Carol, things went from bad to a lot worse. I am in my forties, I have never in my life spoken to someone that had the condescending tone this woman had. She proceeded to tell me the hot tub was an amenity and amenities are not guaranteed. She made it sound like the hot tub was a hair dryer.
I attempted to put it into perspective for her by asking if she rented a car on vacation at the beach, and the A/C never worked, and they offered you a $2 refund, how would that sit with her?
After spending several minutes on the merry-go-round of her telling me that was their policy and nothing could be done, I asked who could I speak to over her. She then got agitated stating that she was the manager and it was her call.
I asked for her name and she hung up on me. I made attempts to call back which were ignored. It wasn't until I left a voicemail mentioning I would be leaving a horrible review and posting a copy of the conversation online that she called me back. When I answered the phone she stated with a childish attitude, "What did I say at the beginning of the phone call, tell me, what did I say, I said this is Carol with Bear Tootin is what I said". When we started the conversation at the beginning of the call, had I forecasted the results of the call, I would have taken note of her name? After returning home, I did some research and found the owners of the company and reached out to them. Initially, I felt very good about the dialogue I had with Jerry Moses. He advised he would look into it, and get back to me no later than midweek. Come Wednesday, I reached out and he advised the following, here are his exact words, "Good morning. I need to speak with another employee but I believe we can offer you a little more than originally thought. I'll contact you this afternoon". I did not hear anything back that afternoon but still gave it a few days. Since Friday, all my attempts to get an update have been ignored. I was hoping the owner was going to make it right and it appeared as though he was but I was wrong. Moreover, the company must be having issues because the owner of Bear Tootin mentioned the owner of the cabin I rented dropped them as a management company. I rarely take the time to write negative reviews about companies but I in good faith would be doing the world a disservice if I don't share my experiences. If for any reason the owners of Bear Tootin read this review, and deny any of the validity of my claims, I will post copies of the email and audio of the phone call.
If you want me to remove this review, make it right like you said you were going to do. Going forward, it would be a good idea before you rent a property from this company to have them go out and ensure everything is in working order. If you don't, rent the property and find something wrong they will be more than happy to take your money and feed you a line of crap saying you agreed to rent the property regardless of the condition. If anyone wants a copy of the email(s) between me and the owners, shoot me a me read more