FlipKey, Inc.

Hello [redacted],Thank you for writing us via the Revdex.com.As you were previously advised in correspondence with our Validations team last week, all vacation rental listings on our service must be available to be listed for a minimum of two total weeks throughout the year. As your...

property only has two total days of availability for the year, this does not meet our two week minimum. We apologize for any inconvenience and wish you the best of luck with other vacation rental platforms.Best regards,[redacted]Senior Customer Relations Executive

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Dear [redacted],Thank you for your response and we are truly sorry to hear of your dissatisfaction.As previously mentioned, the advertisers are solely responsible for their listings accuracy and we truly apologize that in your case, the renter didn't have the rates up to date. However, we can confirm that the owner has updated his prices and if you are still interested in his accommodation, we can ask him to resend you the quote based on the correct price.Otherwise, if you need any help to book a different accommodation, our reservation team is able to help you find a property suitable for you and, if you need any clarification before proceeding with the booking, we will be more than happy to contact the advertisers on your behalf and address any concern you may have.Our reservation team can be reached calling the number +1-[redacted].Kindest regards,The Customer Relations Department

Dear [redacted],  Thank you for your message and for bringing this important concern to the attention of Revdex.com [redacted]. We empathize with your situation and can understand that this is frustrating for yourself. As you have raised a chargeback with [redacted] this can take up to 90 days to resolve...

as our bank is currently withholding the funds. Should you have any further questions then please do not hesitate to get in touch with us on the following number 1-877-FLIPKEY and we would be more than happy to assist. We would like to reassure you that we are working with you to resolve this issue for you.  Best Regards  [redacted] Customer Care 1-877-FLIPKEY1-877-FLIPKEY

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
[Dear Flipkey. I am not looking to make a booking. I own a home and already hosted a client but never received payment since. I contacted [redacted] and they said they returned the money to you. All am asking please is that you forward my payment for services I already rendered and which were already paid for by [redacted] the client I hosted. Let me know if [redacted] or Bank Transfer will work for you. Best wishes and looking forward to concluding this. 
Regards,
[redacted]

Dear [redacted],   Thank you for writing us via the Revdex.com.   Please kindly note, that the $63.42 charge is related to the Eiffel Tower and Summit Access tour and this experience booking request has been made through the website [redacted] on the 27th of February.   Please...

rest assured that your request has been transferred to the [redacted] team who will contact you as soon as possible.   If you wish to get in touch with the [redacted] customer service team in the meantime, please feel free to call the number ([redacted].   Best regards,   [redacted] Senior Customer Relations Executive

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
[Again you are choosing to do nothing to rectify this.  You state in your response you see your reps reached out to help me which is not remotely true.  Your reps tried to offer assistance AFTER I had emailed  then waited 6+ hours AND then decided to contact your company by phone.  During which time I had to book my own place due to your business practices.  Only did I receive an email offering alternatives AFTER I had called to complain.  So you have NOT done the right thing in reimbursing as I have stated in all complaints, phone calls, and emails.  I have no misconceptions to expect anything else from my past dealings.  The only thing I ask is please know exactly what the time frame and what truly went on rather than looking and assuming you the truth. ]
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[If you are rejecting the business's response please enter your rejection comments here.] This is the same rhetoric I have heard from FlipKey in the past and sounds like a broken record.   FlipKey states that if you are not sure whether or not your reservation is active, you can click on the manage your booking tab.  Any reasonable person who tries to book a reservation and gets a reply that "ANOTHER TRAVELER HAS BOOKED FLORIDA HOME ([redacted])  FOR THESE DATES SO YOUR QUOTE HAS BEEN CANCELED"   Also, at no time did I receive a reply email that my quote had been accepted.  I asked FlipKey to forward me an email stating that fact but they could not provide one. Their reply does not state that you have already booked this property, like it should have said.  NO, it states that ANOTHER TRAVELER booked this Florida home meaning, NOT YOU. How would anyone know to "manage their booking" when they receive a response that they don't even have a booking it was CANCELLED!   As icing on the cake, I now see in FlipKey's response that the homeowner told FlipKey that they did not return my money because prior to me trying to rent the home that they had "another" person who wanted the home before me.  My question is why didn't the home owner take their quote then, and by judging by the way I was treated, it appears as if FlipKey and the homeowner may have been "double dipping"  (i.e. taking my deposit and then renting the home out to another traveler).    I sincerely hope the later is not the case because that would be Larceny by Conversion, a felony in Michigan.  As verification on my end, I have attached a screen shot of the email I received that "another traveler has booked Florida home ([redacted]) for these dates so your quote has been canceled" 
Regards,
[redacted]

This issue is now resolved. But the payment was a week last.
Regards,
[redacted]

Dear [redacted],first and foremost, please accept our apologies on the inconveniences you and delays you have been experiencing on this matter. We have been able to locate your case and see that you have not recently been updated on the progress and further steps we have taken with our finance...

team. We can confirm that we have unfortunately duplicated your payment but have also received confirmation that any payments taken in error will be refunded an returned to your card in 2-3 working days.We will also arrange for a senior agent to take on your case and reach out to you again directly, in order to keep you updated on the process the next few days.We again apologise for the inconvenience caused and will update you again shortly.Best wishes,The FlipKey Team

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I will be waiting for a reply by email and a decision regarding my additional booking costs to determine if this is resolved or not.
Regards,
[redacted]

Dear [redacted],   Thank you for raising your concerns to us via the Revdex.com. Primarily, we would like to apologise for the delay in getting your damage deposit back. We appreciate that this is very frustrating, especially following the initial issues you experienced at the property. Damage deposits...

are typically released 10 days after your departure date. However, we can confirm that our customer support has released the refund early, given the circumstance of your booking. Having reviewed this matter, there unfortunately appears to be technical error with the transaction. Further investigation with our finance team shows, that despite this being released on our front-end system, our [redacted] account does not reflect the refund accordingly. For this, we sincerely apologize and can assure you that our technical teams will be investigating this. In order to get the funds to you without further delay, we will have to process these manually. Our records now show that you have raised a claim with [redacted] for 100 USD. This will allow us to accept liability on the claim, which will then return the funds to you thereafter. Rest assured, our [redacted] team has been made aware of this and will be processing the claim today. Once the claim closed, you will be notified of your refund via [redacted].  We once again apologize for the delay and hope this further alleviates your concerns.   Best wishes, [redacted] Senior Customer Relations Executive

Dear [redacted],We're sorry to hear that the property you booked did not meet your expectations on this occasion. We would like to inform you that as the owner did not deny you access and the property was not misrepresented, the damage deposit payment was blocked due to a...

[redacted] charge-back being raised.  We have checked with our Finance team and the charge-back has been closed as it meets our Terms and Conditions.  We apologise for this delay however, the payment for your Damage Deposit will be set for release. The delay is due to a charge-back claim, this can block the payments up to 90 days however, due to the confirmation from our Finance team. We have requested this payment to be released as soon as possible. The owner has a strict cancellation policy which was agreed to when you booked the property, this means that no refund is due within 28 days of the check in date. Leaving the property does not entitle you to a refund, we have spoken to the owner and they have decided to be paid in full.Thank you once again for taking the time to bring this to our attention. Many thanks,[redacted] - TripAdvisor Customer Care

We apologize for any difficulty contacting our support staff.  Ms. [redacted] sent several emails to us and follow up was provided. However, we will reach out to her again and confirm that her calendar is fully available for any guest to make a reservation.  A screenshot has...

been attached for further clarification.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. The company is still asking me to submit sensitive banking information to them to a general email mailbox that will be picked up by anyone in the department. This is not secure way to transfer personal banking information. I've responded to the person named [redacted] by asking for his/her direct email and a phone number going directly to his/her desk.  
Regards,
[redacted]

Dear [redacted],Thank you for taking the time to respond to us regarding your complaint. We must clarify that we did reach out to this owner regarding their rates following this complaint, they have since updated their rates following our contact with them. We must also clarify that the owner is responsible for updating their rates and when a booking request is submitted, the owner has 24 hours to respond to the request. They are able to accept or decline a request, if the rates are not correct at the time of the request, this can help them to modify their rates so that the rental will show an up to date seasonal rate.  Thank you once again for your patience and understanding. Best wishes,[redacted] - FlipKey Customer Care

Once a payment is released, it can take 3-5 business days to show in their bank account. The payment was released on April 29th, so the payment may still be processing to Ms. [redacted]’s account.  If the payment does fail again, we do notify the owner right away for any changes. Ms. [redacted] can reference case number [redacted] if she has further issues receiving payment.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[I never intended to have two accounts.  The first one which was active would not let me reply to anyone or contact them.  I never see anything in the inbox but I have inquiries. When you fill out the form for help you never get an answer to your questions it's a round about answer.  There is no "general" answer for most of my questions. I kept getting text messages that someone was still waiting for my reply but it would nt let me reply.]
Regards,
[redacted]

Dear [redacted] and [redacted],First and foremost we would like to apologize for the booking experience you have had and for the issues related to your payments.We have investigated this matter further and found the case where you have been in contact with us (case reference [redacted]). On the case we can...

see that our finance team has been able to locate the payments and that the refunds of all five payments has been processed today (12th October 2015). The funds are returned via the same payment method (in this case to the relevant cards) and should reach you within the next 3-5 working days.We would, again like to sincerely apologize for our miscommunication and the inconvenience this must have caused you.Best wishes,The FlipKey Team