WILGUS ASSOCIATES INC

The only reason Wilgus deserves even one star out of 5 is because of Gemma Fox. She gets 5 stars. But even her kindness and responsiveness could not serve to cancel out the incredibly poor treatment my family and I received upon our arrival to Bethany Beach on June 9. We arrived after the office had closed, so after picking up our keys in an envelope left just outside the office's main lobby, we drove to the house we'd rented via VRBO for 11 nights. The house was at 437 Collins in Bethany Beach. When we arrived, we were surprised to see the door to the house was open, with a car in the driveway. I went up and knocked, but no one answered. I opened the screen door and called out a "hello," but no one answered. I heard some music faintly playing from somewhere in the house, so I called out another "hello" that went unanswered. After returning to our car for a couple minutes, I went back to the house and again called out. This time, with no response, I decided to enter. An overnight bag sat inside the entry. I saw a half-eaten piece of cake on the kitchen table. But no people. I went around through the house, but no one was anywhere to be found. Finally, I went back to the car, where I found the after hours number for Wilgus. I called, and an unfriendly woman told me she'd call the on-duty staff. A couple minutes later, as I sat in the car with my family, a woman appeared. She was angry. "What's going on here?" she asked. "Are you from Wilgus?" I asked. "No! This is my house!" "Oh, okay. Well, I think I've reserved--" "I cancelled that! Did you go in my house?" I shrugged. "Well, yes..." She stomped away to her house, shutting the door behind her. Wilgus finally called back. A woman by the name of Crystal Dempsey sounded irritated that I had disrupted her evening. She offered no apology for the mix-up, instead telling me to go back to the Wilgus office, where a woman named Gemma would help me in 20 minutes. Twenty minutes later, now under a downpour, I stood on the porch of the offices, waiting for Gemma. I called Crystal back. She was not happy to have to again deal with her paying customer who was stranded three hours from home in the rain without a place for his mother, wife and 2 young children to stay for the night. When I said I expected a bit of compassion and empathy for our situation, she told me I was yelling at her. I must say, I wasn't. She was. She said, "Instead of bickering with me, let me do my job! I've been working all day, and it's the start of the season, and I'm doing my best!" It was around this time finally when Gemma arrived. I was so taken aback by Crystal's horrible tone and harsh criticism of me that I told Gemma that I was furious by how I'd been treated by 3 different people associated with Wilgus. Gemma was very apologetic and went into damage control mode from the start. She was very helpful, finding an alternative housing for us that more or less matched what we'd been promised previously. The place wasn't as clean as we'd have liked, and an ant problem persisted over the entirety of our stay, but in general, it was a fine alternative. Gemma even gave us a local parking permit to use for our stay. She also made sure to tell us that the place they were putting us in was more expensive than the place we'd booked, but "we'll eat the difference." That was the absolute least they could have done, all things considered. Despite Gemma's kindness, I would never wish upon anyone the verbal tirade I was subjected to by Crystal, nor the angry looks and incriminatory tone that the owner of the Collins place immediately took with me. I've stayed at Bethany Beach literally dozens of times in my life. I lived there one summer. I've rented from Wilgus before. I will never rent from them again.

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We lost an insurance card for the car. I called, they provided a temporary card that day (I had to go pick it up), and the new card arrived in the mail in 6 days. A fine response. I also did a refi on my mortgage a month ago. They were very helpful with the bank to transfer the proof of insurance