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:04/26/2024

  Type:Delivery Issues
  Status:

  UnpursuableMore 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 booked a room with Airriva in Cleveland, Ohio from 8/8/24-8/14/24 to attend a conference, the fee was taken out of my checking account upon booking. When I checked on the status of my reservation in early April there was no way to contact the company. A google search revealed they had their BBB license revoked due to complaints. I contacted my bank and they launched a fraud investigation, however, because my complaint was past 60 days of purchase they did not take any further action. I have called my bank again, explaining it would have been impossible to comply with their 60 day policy because the business was still functioning at that time, and I was not aware of their closure until early April. Airriva did not inform me that my reservation and payment would not be honored. I shudder to think what would have happened if I hadn't decided to check before flying to Cleveland, as their policy was to send exact address and booking info two hours before check in (this should have been my first red flag). This companies linkedin account is still on the website, there is a quote from Henry Ford that says “If I would have asked my customer what they wanted, they would have said faster horses.” I am absolutely disgusted at the fraudulent way they managed their business. I'm pretty sure that what customers want is to get what they pay for!

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 not been paid for 4 months of rent. They managed my property and have not paid. BREACH of contract.

• Initial Complaint

  Date:02/29/2024

  Type:Product 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 reserved two rooms through Airriva in December of 2023 at *** ******** ****** in Put in Bat, Ohio for July 12-14. I need to cancel this reservation but I can’t get a hold of anybody. I have called them many times but it just rings and then disconnects with no option to leave a voicemail. I have emailed them at two separate addresses. Their website is gone. I paid them 1900.00 for the two rooms (although their policy when I booked was to only charge you half of the amount, they charged me the full amount after booking in December). Their cancellation policy was allowable up to two weeks before your arrival so I’m well within that time frame.

• Initial Complaint

  Date:01/11/2024

  Type:Product 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.

  On April 15, 2023 I paid Airriva 508.15 for hotel accommodations in MIddletown, Ohio at ****** **** ***** for April 6 - April 9 2024. On January 3, 2024 I received a text stating Airriva would be refunding my money because as of the end of January they would no longer have a business agreement with ****** **** *****. They also stated they have tried numerous times to return the money to my bank but without success. This is not possible as Airriva did not have any banking information on me. I replied to refund to my credit card. They said they preferred ***** or a cash app. On January 4, 2024 I called and was told they were not allowed to refund to credit cards over 90 days and again asked for *****. I called back with my ***** number and texted it to them. On January 5, 2024 I called again and was told the finance department had already gone home for the day, at 3 p.m., and my transaction would be handled on January 8, 2024. On January 9, 2024 I called and was told the finance department would be reminded about my refund. Then an hour later I received a text saying their ***** was 'down' and was expected to be functioning by the end of the week. There are too many random and preposterous excuses for this to be legit. What fuels my suspicion is that my friend who made reservations the day after I did in April 2023 has been calling, texting and emailing for a refund since the end of October 2023 (she cancelled because of her own reasons) and was promised money then ignored for weeks and now is receiving the same excuses that I am. I told Airriva I would be contacting the BBB. Can you help us get this refund? Thank you very much.

• Initial Complaint

  Date:12/26/2023

  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.

  Airriva LLC managed two of our properties in Myrtle Beach. Aside from their poor performance which is not the complaint here, we mutually agreed to part ways but they have not lived up to their financial responsibilities. Airriva has failed their financial duty on the following: *Airriva collected accommodations taxes on our behalf each one of our properties and failed to pay the City of Myrtle Beach for three months. *Airriva is to pay us on each property our revenue piece by the 23rd of each month. They failed to do so for Octobers revenue and owe us a total of $5,778.02 for October 2023 revenues. This complaint is being issued on December 26th and they refuse to communicate. *Airriva failed to pay ************ vendor on money they collected for the transaction. Again, they collected money on our behalf and failed to pay to the appropriate party. We have emailed and left message to Airriva employees including the CEO Josiah M**** and have not received a single response.

• Initial Complaint

  Date:09/13/2023

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Airriva, LLC took over our home and rented it out as a short term rental starting Jan of 2023.

  In the following months they failed to honor most of their contractual obligations, clean and manage the home, report damage and stolen goods, pay us

  Our revenue earnings they collected on the home. We have tried repeatedly the resolve the matter with them and now they are using their attorney to ignore my request for my money. They have scammed and stolen from us. It has been a nightmare and it was well documented by us. I have included the invoice they sent me telling me they could not pay it.

  Now they say they never owed it. I want a full refund as they failed to perform their contractual duties but still profited over 5700 and stole over 2700 from us directly in failed payments. This does not include the things they asked us to invest in that were stolen, damaged, or no longer needed after they failed to perform.

  Business Response

  Date: 09/19/2023

  We are very sorry that this partner feels this way about their experience with us. This partner exhibited many actions that we do not feel are appropriate to bring to public attention and are determined to get to a sound resolution in the coming week. We have many reference partners that we are happy to connect to the community to speak on our behalf about their experience

  Customer Answer

  Date: 09/20/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20596734
  
  I am rejecting this response because: we still have yet to be paid the revenue for our home being rented out in July, the final payment was due 8/25/2023. The business has continually attacked our character in lieu of making on time monthly payments. I would not consider the matter resolved until we recieve past due funds.
  
  Regards,
  
  ****** *******

  Customer Answer

  Date: 09/25/2023

  On Mon, Sep 25, 2023 at 4:18 PM ***** ******* <************************> wrote:
  

  Hello,

      Please see attachments of where ***** the operations manager with Airriva confirmed the money is due to us, that it is late, and the amount owed. Also attached is the July Ledger for July revenue where they rented out our home and collected the money but have not paid us our 70% share of the revenue. He stated they are financially struggling and that's why our payment is late. ****** the owner then states he will pay after we remove this complaint. 

   Once we are paid we will then mark the resolved. We just want our final payment and to move on.

  Thank you 

  *****

  
  

  
  

  
  

  --

  Business Response

  Date: 09/28/2023

  We have earnestly striven to seek a resolution within this group, diligently exploring avenues for communication, but have regrettably not received a response. Our foremost aspiration is to proficiently navigate and resolve any instances of misunderstanding promptly, and we remain hopeful of achieving this objective within the context of this group.

  Customer Answer

  Date: 09/29/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20596734
  
  I am rejecting this response because: I still have not received the payment for the overdue balance of $2,773.18. This payment is for the July revenue of $3961.68 that Airriva collected for renting out my home for the month of July. The payment was due to us on 8/25/2023. On 9/6 the operations manager ***** told us it was delayed due to the company not having the funds to pay us but it would be on its way soon. I have continued to reach out to ****** to confirm the date he would be paying us. On 9/8 ****** stated he didn't know what the payment was for and would reach out to his team, after following up with him daily his next response was not until  9/19 when he said he would pay us after we remove negative reviews. I have not left any negative reviews, only this complaint with BBB. Once I receive my payment I will close this complaint as resolved and gladly move on. I am not sure what communication they are waiting on us from, we are simply waiting on our payment and requesting this be wired to our bank account like all previous payments.
  
  Regards,
  
  ****** *******

  Business Response

  Date: 10/02/2023

  We have invested considerable effort in our pursuit of a resolution within this group, exhaustively exploring channels of communication, yet, regrettably, we have not received a response. Our primary goal is to adeptly address and resolve any instances of misunderstanding in a timely manner, and we maintain our optimism that we can achieve this objective within the framework of this group.

  Business Response

  Date: 10/12/2023

  We are paying what is owed.

  Customer Answer

  Date: 10/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. I would like to still note this company has scammed me and working with them was a nightmare. They profited over $5700 from us and we lost well over $10,000. They breached the contract in many ways and refused to address any of the concerns or come to a solution. For this I strongly recommend that no one uses this company.
  Regards,
  
  ****** *******

• Initial Complaint

  Date:08/12/2023

  Type:Customer Service 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.

  I booked a few nights with this company through Airbnb. I stay with Airbnb’s a lot and I’ve never had a problem until this. Unknown to me they had a requirement of sending an ID to get the room code. (They did point out later that the requirement was on the listing.) However, when I read the requirements it stated they would be doing a background check and they wanted access to my “ personal account”(whatever that means) Of course objected and asked them questions about these requirements. (This was after I had already landed at my destination and had no where to go due to this issue.) They said they need ID for the stay. I asked more questions about the background check. One person said they required it and another said they didn’t. It all seems weird and confusing so I asked to cancel the listing bc at that point I was uncomfortable with having my privacy invaded. And these requests were HIGHLY unusual for an Airbnb. I find out that they are not going to give me a full refund so I contemplated taking the place instead of losing the money. I started asking more questions. Would they be doing a BG check or not? Access to my personal account, what’s does that mean? They refused to answer any of my questions. I asked for a full refund and was told to contact Airbnb with the impression that I could get the refund there. I went ahead and booked another place at a similar price expecting they would be giving me a full refund. After speaking with the same representative again they refused the refund. so.. I would like the rest of my refund bc had they told me from the beginning they wouldn’t be doing a BG check this could have been avoided. Instead they just sent me mixed messages and refused to answer questions. If a listing has unusual requests they should make sure they get it taken care of BEFORE the guest has no other options. The level of service on this was horrendous! They refused to answer my questions and mislead me about the refund. Avoid this company!

  Business Response

  Date: 08/14/2023

  Hi *****,
  I hope this message finds you well. I want to extend my sincerest apologies for the lack of communication regarding the background check for our Edge location. It's clear that we fell short in keeping you informed, and for that, I am truly sorry.
  I understand that the property management company has a stringent policy when it comes to granting access to the location. In light of this, I want to assure you that moving forward, we will only require identification for the purpose of verification, as you rightly mentioned and take out personal account information. I'll make sure to update the listing accordingly to prevent any confusion for future guests.
  In regard to the refund, I'm actively working on processing it through Airbnb's system. I want to ensure that this matter is resolved promptly and that you receive your refund in a timely manner. I'll keep you informed every step of the way, and as soon as the refund is successfully processed, I'll reach out to confirm the completion.
  Once again, I deeply apologize for any inconvenience this situation may have caused you. Your feedback is valuable to us, and we are committed to learning from this experience to provide better communication and service in the future.

• Initial Complaint

  Date:07/18/2023

  Type:Billing 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.

  on 7-8-23 I made a Reservation thru Booking.com for ******* ****** ******* ****** for 7-16-23 to 7-17-23 and made them aware I would be using an Airriva gift certificate I received from my daughter in law. But when I got Airrivas invoice the $250 gift certificate was not applied. I have contacted the resort, Booking.com and Airriva but no one will honor my gift certificate. I do have paperwork I can send you if you like.

  Business Response

  Date: 07/19/2023

  Hello, ***** had intended to utilize the gift card on booking.com but later realized that it could only be used on our official website. Our website has its own booking engine, allowing for a seamless experience when using the gift card. Unfortunately, by booking through Booking.com, ***** ended up using a third-party booking channel, resulting in additional commission costs for Airriva. This situation is similar to buying Nikes from Macy's instead of purchasing them directly from the Nike store.
  Had ***** opted to book through our website, she would have enjoyed a more direct and cost-effective transaction, making the most of her gift card without incurring any extra fees. We hope to resolve this issue amicably, and we encourage ***** to reach out to us directly next time to ensure a smoother and more rewarding booking experience.

  Customer Answer

  Date: 07/20/2023

  No where on the Gift Certificate does it say you have to make a reservation directly with

  ******* ****** ******* ******.

  Business Response

  Date: 07/25/2023

  What would you like us to do to fully rectify this situation for you? We can definitely honor this gift certificate if you book with us again. 

  Customer Answer

  Date: 07/25/2023

  No where on the Gift Certificate I received does it have specific instructions on how a reservation must be made to use the gift certificate.  When I made the reservation I stated I had this gift certificate and wanted to use it for the reservation I made for July 16th.  No one responded I could not use it then.

   

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Hello, Upon arrival, their stay at **** **** Street in Cincinnati was filled with broken glass inside the unit. It was small, but spread out throughout the entire place. They said “someone must have broken in before you checked in”, which isn’t great for our safety, but also there was no evidence of that. We cut our feet repeatedly, and it took them more than 40 hours to have someone come and clean it up after checkin. They offered a refund but now appear to be refusing to carry through on it. At a minimum, we should be refunded for the cleaning fee as the unit was clearly not cleaned before we arrived, for parking as the advertised parking wasn’t free, and hopefully some compensation for having to clean and be cut by broken glass. Other issues: - Exterior entrance covered in broken glass - Floors clearly not swept - Lack of disclosure that there would be loud music until 3am every night, preventing sleep. - Advertised free parking does not exist, it’s been re-signed as permit parking only.

  Business Response

  Date: 07/18/2023

  Dear ***** ******,
  We sincerely apologize for the inconveniences you encountered during your recent stay with us at Airriva. We understand the frustrations caused by the broken glass, parking issues, and the unit not being properly cleaned. This is certainly not the experience we strive to provide our guests.
  To rectify the situation, we want to assure you that we will issue a refund for the cleaning fee associated with your stay. We recognize the importance of a clean and well-maintained accommodation, and we deeply regret that we fell short of your expectations in this regard. Rest assured, we are taking immediate measures to address these concerns and prevent any recurrence in the future.
  Once again, we apologize for the inconvenience and appreciate your understanding. Your satisfaction is of utmost importance to us, and we are committed to ensuring a positive and enjoyable experience for all our guests. If there is anything else we can assist you with, please do not hesitate to reach out to our dedicated Guest Experience team.
  Thank you for bringing these matters to our attention, and we hope to have the opportunity to regain your trust in the future.
  
  

  Customer Answer

  Date: 07/21/2023

  a refund has not yet been provided for the cleaning fee. I will accept the response once a refund is actually made - given their history of not refunding as promised.
  

  Business Response

  Date: 08/08/2023

  *****, 

  I heard the great news from my Guest Experience team that the refund has been processed! So happy they were able to resolve this! If you have any questions please let us know! 

  Customer Answer

  Date: 08/08/2023

  Hello,

  
  

  The refund of the cleaning fee has went through, and the case can be closed.

  
  

  Thank you,

• Initial Complaint

  Date:12/12/2022

  Type:Service or Repair 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.

  11/25/22-11/28/22 Unable to get into room using code, had to call helpline multiple times over the course of two hours, “security” who was supposed to assist me getting into room was in his car watching the game for 30+ minutes before entering building and helping (I watched him), Room was dirty, fingernails found on floor, something that looked suspiciously like poop on the wall, fire alarms disconnected and another one missing entirely, dirty silverware and glasses, soap dispenser in bathroom filled with water and no soap at all, no heat control so we had to sleep with windows open because thermostat was locked. Someone reached out to me regarding issues after we’d left, and then never contacted me again to continue discussion of resolution.

  Business Response

  Date: 01/17/2023

  Hello, 

  After a few attempts by out Guest Experience manager, *****  agreed to chat. ***** didn't answer at Kaileys attempt to contact her at the scheduled time. ***** reached back out and her refund was approved and processed on December 27th.