Réponse de Terry :
Brandi-- WE are sorry that you did not enjoy our wonderful home but we both know that it was not for the reasons you stated--it was because you asked if we would mind if you left three days early and we declined to give you a refund for the early departure. You never gave us a reason as to why you wanted to leave early. You never said one word about any problems with the house UNTIL we told you we would not refund your money! Even then, all you said is that you thought there was a mouse (which surprised us since no one has complained about this and we offered an exterminator which you declined). When you moved in, you did not make any complaints about a "dirty" "musty" or urine smelling house that was "outdated." In fact, when you later complained to AIRBNB (unsuccessfully) and asked for a refund, you never mentioned urine, mustiness "outdated" appliances. Here are the facts: the house was thoroughly cleaned before you checked in and our very reliable cleaners will attest to that. In fact, these same cleaners have cleaned the house for all of our tenants and no one has complained. The dishwasher that you claimed is outdated, is new, stainless steel, and has been used less than 10 times. The same is the true of the oven, stovetop, microwave and bathrooms which were gutted and rehabbed last season . If you looked in the new cabinets (custom kitchen, bath), you would see that they are all sparkling and new. The refrigerator is the only item we did not replace and it is about 5 years old. As far as we know, there are some condiments (mustard, ketchup and the like) but no food in the refrigerator;we specifically ask our cleaning service to leave the condiments for the convenience of our (URL HIDDEN) is possible that a condiment may be outdated. Nor did you ever mention to us or in your complaint to AIRBNB that there was any problem with what was in the refrigerator. The TV was purchased in late June 2016. I have no idea what you are talking about when you say the appliances are outdated? Only the washer and dryer have not been replaced recently but as long as they work, there is no need to do so. There is a water stain on a futon, but that is what the futon cover is for. The other mattresses/pillows do not have stains and the sheets are high quality. We have not had dogs there in the past two years and when we were in the house in June there was no urine smell. The tenants (a multigenerational family-grandparents, kids and small grandkids) who immediately preceded you raved about the house without a single complaint. The vent that you mention was off in the bathroom was in place in June. It can easily be lifted and removed. Perhaps a tenant removed it, but our cleaning service tells us that it is in place. I cannot speak about the single outlet that you say does not have a cover (remember, the house was rehabbed recently--it is possible that the painters did not put the outlet cover back--we will surely check that). There is not really any yard per se, so I do not know what you mean about a "yard" not being maintained--the house is in the woods! And with the woods, comes a unique smell (woodsy), dirt and spiders. In fact, the house can be cleaned on a Monday morning, and there can be a spider web on Tuesday. That is life in the woods! We scrubbed down the outdoor deck furniture in late June (which are fairly new) but it would not surprise me if you needed to wash them again, along with sweeping the deck--they are under some huge trees. Acorns, branches, sap --not unusual. You did not rent a home in a pristine, manicured subdivision. Bottom line: you made a single complaint only after we refused you a refund, that complaint evolved and expanded into 5 different complaints when you asked AIRBNB for a refund, and now those complaints have evolved and expanded into several more. WE take pride in our lovely home . We respond to legitimate concerns (such as the WIFI does not work). We responded to your initial single complaint that there was a mouse by offering to immediately send an exterminator, which you declined. (We subsequently sent in pest control anyways, just to make sure, and they did NOT tell us that there were any mice or other issues). You wanted your money refunded so you decided to keep complaining--the only one to lodge these complaints this summer or before. Again, we are sorry that you needed to leave early. We understand that you would have liked a refund. In the middle of July, when we had several potential tenants vying for the same days that you rented, requesting a refund--without giving any reason except you would like one- is simply unreasonable.