Airbnb, Inc.

Complaint: [redacted]I am rejecting this response because: They have never contacted us with a resolution to this problem since February 3rd when it all began. In my mind someone is not doing their job and I have found no integrity in their approach. They say they will contact me and it does not happen. So let's see.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because AirBnb says they addressed my concerns but they haven't.
I'm asking for a refund and there has not been a refund nor any communication except them telling me that they will be in touch 'next week with a final decision'
However, they have not sent me a refund!:
This is from an email I got from AirBnb:
 
"[redacted], Apr 29, 18:18:
 
Greetings [redacted],
Thank you for your follow-up and for providing the additional pictures.
We will be in touch next week with the final decision.
I hope you have a lovely weekend.
Kind regards,
[redacted]
 
Sincerely,[redacted]

July 27, 2017
 
 
 
Revdex.com Inc.
[redacted]
Oakland, CA  94607
Re: Case # [redacted] 
We have reviewed the facts related to the case number <[redacted]> and considered the proposed resolution.
 
In accordance with our privacy...

policy, I reached out directly to the complainant today to address their concerns.
We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.
Sincerely,
[redacted]
Airbnb

Airbnb can only refund monies to the payment method that was used initially.
If your card is no longer in use, you will need to contact the institution in which is holding your money, to reconcile it.
 
Thanks for your understanding.
 
Best,

August 11, 2016
 
 
[redacted]
We have reviewed the facts related to the case number [redacted] and considered the proposed resolution.
In accordance with...

our privacy policy, I reached out directly to the complainant today to address her concerns.
 
We regret any inconvenience that this process may have caused the complainant and we wish her the best in all his endeavors.
Sincerely,
 
 
Airbnb

Complaint: [redacted]I am rejecting this response because I haven't heard from Airbnb separately as their reply promised. Also, their overall handling of my complaint has been deplorable and I don't see how they can make right at this point.  Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: the response from airbnb was insufficient. It took them two weeks to say that they looked at the complaint! That was it. No resolution, and then immediately they assumed that it was closed. When I got the automated email from them, it didn't even include my NAME. There was a blank spot. How difficult would that have been for them to have done???
 
I filed a complaint with AMEX and Airbnb doctored their response to say that they responded in a timely manner. According to log AMEX had, I was supposed to receive a message from customer service on 6/28, but I received it on 7/13. 
Sincerely,[redacted]

On August 4, 2017 Airbnb emailed:
"Evan here at Airbnb, I hope my message finds you well. I am following up with you regarding your Revdex.com case # [redacted].Thank you for your detailed feedback and we're sorry to hear of your experience. Rest assured, we'll complete an audit of the experience and provide the appropriate feedback as needed.Your voucher (code: [redacted]) is still active for $100 and you have until 7.12.2018 to use it.User experiences are paramount to Airbnb and I am truly sorry to see that was not the case during your reservation but then also with your communication with Airbnb.We thank you for your patience and hope you continue to be an active member of our community."
 
Should you continue to questions on your account - please call 
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 12.0px 'Helvetica Neue'; color: #000000}
###-###-#######-###-#### (toll-free)

I’m very sorry you had this experience—we work hard to keep the Airbnb community trustworthy and safe, but in rare cases, attempts at fraud do happen.
Though the listings you booked your reservation on were created to look like official Airbnb communications, they weren’t authorized or sent by Airbnb. When you contact a host outside of our platform, it’s easier for them to send you fraudulent information.
Airbnb will never ask you to pay off-site or through email. If you receive an email from anyone (including an [redacted]<mailto:[redacted]> or any other [redacted]<mailto:[redacted]> email address) asking you to pay or accept payment off-site, don’t respond, and always report it to [redacted]<mailto:[redacted]> immediately.
Anyone who contacts you through an external site claiming to be a trusted service for Airbnb who asks for payment via bank transfer, Western Union, MoneyGram etc. should also be considered fraudulent.
Because this transaction occurred outside of the Airbnb platform, we’re not able to offer compensation for the loss sustained.
I recommend you to contact your banking institution immediately to halt this transfer, if at all possible. I also recommend that you report this matter to local authorities.
 
 
Best, 
 
[redacted]
Airbnb

Complaint: [redacted]I am rejecting this response because: This is not an appropriate response in my matter you Airbnb is telling me I violated something and I need to know what I did ! I've never even got to used this companies services. Sincerely,[redacted]

May 5, 2017
 
 
 
Revdex.com Inc.
[redacted]
Oakland, CA  94607
Re: Case # [redacted] 
We have reviewed the facts related to the case number [redacted] and considered the proposed resolution.
 
In accordance with our privacy policy,...

an Airbnb representative is following up with the complainant directly to address their concerns.
We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.
[redacted]
Airbnb

August 1, 2017   Revdex.com Inc.[redacted]
Re: Case #  [redacted]  We have reviewed the facts related to the case number <[redacted]> and considered the proposed resolution. In accordance with our privacy policy, an...

Airbnb representative is following up with the complainant directly to address their concerns. We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.[redacted]Airbnb

Initial Business Response /* (1000, 7, 2015/08/10) */
[redacted]
Dispute Resolution Specialist
Revdex.com Inc.
100 Broadway Suite 625
Oakland, CA XXXXX
Re: Case #XXXXXXXX
Dear Ms. [redacted],
Cordial greetings.
We have reviewed the facts related to the case number XXXXXXXX ...

and considered the proposed resolution.
In accordance with our privacy policy, an Airbnb representative is following up with the complainant directly to address her concerns.
We regret any inconvenience that this process may have caused the complainant and we wish her the best in all her endeavors.
Sincerely,
[redacted]
Airbnb

May 2, 2017
 
 
 
Revdex.com Inc.
[redacted]
Oakland, CA  94607
Re: Case #  [redacted] 
We have reviewed the facts related to the case number [redacted] and considered the proposed resolution.
 
In accordance with our privacy...

policy, an Airbnb representative is following up with the complainant directly to address their concerns.
We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.
[redacted]
Airbnb

On July 19, Airbnb emailed the complaint the following:
"We regret to inform you that we'll be unable to support your account moving forward, and have exercised our discretion under our Terms of Service to disable your account(s). This decision is irreversible and will affect any duplicated or future accounts.Please understand that we are not obligated to provide an explanation for the action taken against your account. Furthermore, we are not liable to you in any way with respect to disabling or canceling your account. Airbnb reserves the right to make the final determination with respect to such matters, and this decision will not be reversed.We'll contact you if anything changes in the future, but until then, we won't be able to assist you any further with your account issues. Please see our Help Center for further information: [redacted]."
 
We appreciate the time you’ve taken to share your concerns with our team and are sorry to hear that the complainant is disappointed in our response.However, we have issued our final decision for this case and we will disengage from further discussion on this topic.
Best, 
[redacted]
AIrbnb

Complaint: [redacted]I am rejecting this response because:
It does not yet provide a recommendation for a solution, only the promise to look into it.  I would like to have a resolution proposal from Airbnb before I consider accepting their response.
Sincerely,[redacted]

June 20, 2017
 
 
 
Revdex.com Inc.
[redacted]
Oakland, CA  94607
 
Re: Case #  [redacted]  
 
 
 
We have reviewed the facts related to the case number [redacted] and considered the proposed...

resolution.
 
In accordance with our privacy policy, I reached out directly to the complainant today to address their concerns.
 
We regret any inconvenience that this process may have caused the complainant and we wish them the best in all their endeavors.
 
Sincerely,
 
[redacted]
Airbnb

Initial Business Response /* (1000, 5, 2016/01/22) */
January 22nd, 2016
[redacted]
Dispute Resolution Specialist
Revdex.com Inc.
100 Broadway Suite 625
Oakland, CA XXXXX
Re: Case # XXXXXXXX
Dear Ms. [redacted]
Cordial greetings.
We have reviewed the facts...

related to the case number XXXXXXXX and considered the proposed resolution.
Our records reflect that this matter was resolved on November 24th, 2015.
I reached out directly to the complainant on January 22nd, 2016 to address his concerns.
We regret any inconvenience that this process may have caused the complainant and we wish him the best in all his endeavors.
Sincerely,
[redacted] B.
Airbnb
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]I am rejecting this response because: I called Apple Pay and it is not their responsibility to ensure that I am properly refunded by Airbnb as I initially paid Airbnb. If an old card was refunded, which is no longer in existence then Airbnb should easily be able to cancel both refund transactions as they have yet to be processed and refund me again using an updated payout method.
 
Sincerely,[redacted]

March 24th, 2016[redacted]Dispute Resolution SpecialistRevdex.com Inc.[redacted]Oakland, CA 94607Re: Case # [redacted]Dear Ms. [redacted],Cordial greetings.We have reviewed the facts related to the case number [redacted] and considered the proposed resolution.In accordance...

with our privacy policy, an Airbnb representative is following up with the complainant directly to address her concerns. We regret any inconvenience that this process may have caused the complainant and we wish her the best in all her endeavors.Sincerely,[redacted]Airbnb