FlipKey, Inc.

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. 
This is an issue that already lasts for 2 months and it is not only for my account. I have contacted another owner and they confirmed the same issue. Two months is not acceptable time to resolve this simple production issue. Would you agree? I am a software engineer and I know how to move data from point A to point B. And if you Flipkey does not know how to fix the issue that affect my business, they have to return my money and go out business. A few years ago it was outstanding company with exceptional customer service. Now we have the most horrible experience and number of inquiries\booking decreased dramatically because of changing the way Flipkey is doing business and treats their customers. There are plenty of other complains from other owners\guests about Flipkey on the Web.     
Regards,
[redacted]

Hello [redacted], Thank you for reaching out via the Revdex.com. We take owner-initiated cancellations very seriously and work to prevent them wherever possible. This is because we understand that anytime an owner cancels a booking, it can come at increased cost and stress for our traveler. I...

am sorry to see this cancellation has caused you and your family stress and frustration in preparation for your Christmas vacation. Thank you for speaking with me on the phone last week so that we were able to bring this to a resolution. I am happy that we were able to help you find a great new property in [redacted] beach, and I am sure you and your family will have a lovely stay. If we can be of any further assistance, please do not hesitate to reach out. We thank you for using our service.  -[redacted] Customer Relations Team

I did send emails to the company while we were on holiday. The only response we got from them was telling us there was nothing they could do as it was over 24 hours. As I stated to them the first 24hrs were spent trying to find alternative accommodation for myself and my family. Once we had internet connection I sent emails, which were ignored. Please find attached photos of emails I sent to prove that I did communicate with them!!!! 
Regards,
[redacted]

Dear [redacted], Thank you for contacting us via the Revdex.com and we are sorry to hear about your dissatisfaction.We can see that you have one confirmed booking (reference [redacted]) but have also inquired to other properties. To this the individual home owners have sent you quotes which have now...

since expired (the expire time depends on the settings the owners have in their account).In order to no longer receive any further communication from us, please kindly use the 'unsubscribe' button on the bottom of the email. This will automatically remove you from our mailing lists and you should no longer receive any further promotional emails.Best wishes,The FlipKey Team[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. 
[I made a payment of $1,000. I received a little over half of that amount back. I am still waiting for the remainder $400.]
Regards,
[redacted]

During January 2015 my wife contacted the firm Flipkey Inc in [redacted] at [redacted]t to rent a property in [redacted] for the months of February and March 1916. The property in [redacted] is owned by [redacted] who enlisted Flipey to represent his rental property. [redacted] resides in [redacted]. The property is known as [redacted] at [redacted] in [redacted]. Flipkey opened the contract negotiations with Mr [redacted] and a contract was signed and a deposit was sent to Mr [redacted]. While in [redacted] for the month of March 2015 we had the occasion with friends or drive by [redacted] As we approached the property there were six or seven people standing on the driveway appearing to be inspecting the house-front door open and garage door open. One man had a briefcase and was directing the conversation with the crowd. I believed this might be a good opportunity to look around the property, so I stopped and introduced myself to the man with the briefcase. In return he did not offer his name. Perhaps, this was the first indication something was not quite correct. As my interest in the property was questioned I told this man we had rented the property for the two months of February and March 2016. At this point he said that we would not be renting the property as it would not be for rent. Obviously this was quite alarming and I was not alert as I should have been in pressing for an explanation as he turned and walked away with his group. Unsure at this point of what to do we contacted Mr [redacted] via email and stated that if the property was not going to be available we would appreciate a refund for our $800 deposit. [redacted] assured us that was not the case. He maintained the property was available. As my wife attempted in a phone visit with Mr [redacted] to confirm the contract was valid [redacted] became very difficult to talk with and stated he was not now going to rent the property to us. We asked why he would not now rent the property to us he said he didn't trust us. We told him he had a contract and an $800 deposit, but he refused to agree to rent the property saying the contract was now void and he intended to keep the deposit! The following day we received a message from [redacted] saying he would now rent the property to us but needed another $1200.00 deposit. Feeling this was a bad situation getting worse we declined and asked for a refund of our original deposit. Mr [redacted] has not refunded the $800.00 deposit. Flipkey was the managing agent for the [redacted]’s property so I attempted to contact them for assistance in getting my deposit refund. the experience with Flipkey is the ultimate nightmare. Numerous calls to Flipkey have produced absolutely nothing. via phone I attempted to speak with Flipkey a minimum of five times. The first two attempts to call Flipkey could not be completed. Flipkey phones would ring repeatedly and then stop with no answer or voicemail. On the third attempt to call Flipkey I connected with a service agent in [redacted] but could obtain any information because I could not understand the agent. On the fourth call I spoke with another [redacted]n service agent who was a pleasant fellow, but I had great difficulty understanding him. The fourth agent did, however, tell me I needed a number for the contract transaction. I told him I did not know of any assigned number. The agent could not tell me where this number was, when it had been assigned or where the number was assigned. Agent #4 told me to call customer service the next day. I called customer service at Flipkey the next day and spoke with another [redacted] service agent. This agent told me there was nothing he could do for me, could not tell me anyone in Flipkey to call for help and abruptly ended the call by hanging up. A subsequent email to the sales arm of Flipkey generated a response stating they could not find an ‘open customer support case” for our account. I don’t know what happened to the number that could not be located, and I know nothing about the new “open customer support case.” I have not been unable to locate an American Flipkey phone number answered in the United States. I am unable to contact anyone at Flipkey in the United States via phone or [redacted]. There is something very wrong here-fraud, theft! The matter remains that someone has stolen $800.00 and I believe that is against the law! Any assistance or direction is greatly appreciated.

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] 
[They continue to send the same response which does not in any way address my concerns and issue.  It is a pat answer that applies to someone who cancelled a reservation.  I did not cancel a reservation since it was made for days that were already booked.  You cannot cancel a reservation that you couldn't accept to begin with.  A senior customer service representation also emailed me stating she had tried to reach me but was unable to and requested a time when I could be reached.  In spite of what she said she never did try to reach me the first time since the only contact number she has is my cell phone and it never rang and now 4 days later I still haven't received a call back.  I look forward to hearing from Flipkey.
Regards,
[redacted]

Dear [redacted],Thank you for your message.We see that you have been in contact with our Customer Relations Team regarding this case [redacted]. Please do let us know if you have any further questions replying to their email directly.Many Thanks,[redacted] – [redacted] Customer Care

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 message.   We are really sorry to hear that you still have this amount blocked by your bank.   Unfortunately, we cannot contact your bank directly and we are not able to send a fax to them since this a form of communication we do not operate with anymore.   We just sent you a confirmation email about this cancelled pre-authorization, in order to be able to provide it to your bank. We hope that with this confirmation email your bank will finally release the amount to you.   Once again apologies for any inconvenience caused.   Please do let us know if you have any further questions.   Many Thanks   [redacted] – [redacted] Customer Care

Hello [redacted],   Thank you for writing to us via the Revdex.com.  Further to our previous correspondence, we have remained in contact with the homeowner regarding your claims and your case has been investigated since your original contact to us regarding this issue which was...

received on December 22nd, 2016. We received your report that the homeowner informed you they were unwilling to honor your reservation in a phone call between the two of you which occurred in late December of last year. We have discussed this with the homeowner, who has denied this claim. As discussed, we regret your reservation was no longer able to proceed as originally planned and we have desired for a mutual compromise in this circumstance.   The homeowner confirmed that because you chose to cancel your reservation so close to the check-in date, he was unable to refill your dates which is why he was unable to waive your booking’s cancellation policy which you agreed to at the time of booking confirmation.   The homeowner informed us that you chose to cancel your booking shortly after learning he resided within the same building on a nearby floor. Due to your reported chargeback dispute, your card provider has also separately investigated this matter. The result of the chargeback dispute conducted by your card provider aligned with the same result of the Customer Relations' team review of your case. The result of this dispute investigation which was conducted by your card provider resulted in our obligation to pay the homeowner the funds which he was contractually due for this reservation. While we were contractually obligated to pay the homeowner in this circumstance, we understand you remain dissatisfied. We will be following up with you from your recent customer support case separately regarding next possible steps. Please expect an email shortly.   Thank you again for taking the time to contact us, and have a great day.   Best Regards, [redacted] Senior Customer Relations Executive

Dear [redacted], Thank you for taking the time to bring this to our attention with your Revdex.com complaint. We’re sorry to hear that you've had some frustrations in advertising your properties on our platform. We can confirm that your case with our Customer Support has been escalated to our Customer...

Relations Team, we attend to high priority and complex cases. We would like to clarify that the information provided to you from our Customer Support is correct. The bank information required from you is to pay you directly and we understand your concern as you’ve been discussing the details regarding your case with multiple agents. We need your bank details to be able to send the money owed to you. Please feel free to reply to the email sent to you requesting your bank information and please feel free to reply with any further questions. Please rest assured that your case is now with Customer Relations and we hope to resolve this issue as quickly as possible for you.Best Wishes,[redacted] -Social Media Customer RelationsThe [redacted] team

[Since filing this complaint, I have contacted Flipkey numerous times and continue to receive conflicting excuses. Approximately an hour after receiving an email from Revdex.com, I received one from Flipkey stating there was an engineering problem. However, when I spoke to them earlier today, I was informed that I would receive and email with paperwork to start the process of receiving my funds through a manual method; I'm assuming a check. It is now the close of the business day and still no response.]
Regards,
[redacted]

After searching our database with the email address and booking confirmation number associated with this guest, we were not able to locate any prior communications. We are required to be notified within 24 hours of the check in date so we can block any funds from being sent to the property owner and so we can assist in investigating any claim. We do apologize that this was not able to occur on this reservation and we have reached out to the owner on their behalf so they may offer further assistance.

Dear [redacted],Thank you for your feedback and we are sorry to hear that you wish to make a complaint.We can see that you called a couple of times in December stating that you wished to renew your property, not that you wished to cancel your subscription.The property then renewed as requested on the...

22nd December 2015. You also contacted us after this date with no request to withdraw your subscription account, just with help with your account.As stated in our terms & conditions our subscription account is non-refundable and we are unable to provide any refund to yourself.We hope this has clarified the issue and please do let us know if there is anything else we can help with.Best Regards,FlipKey Customer Care

We do apologize for any delay of funds to Ms. [redacted]’s account and we have tracked her case progression with our Finance team. Confirmation of the disbursement of $293.28 has been received from our team and the payment should be seen on her account at this time. During this...

unfortunate delay, our support staff maintained contact with Ms. [redacted], but this was a technical error that unfortunately could not be resolved immediately. Typically when a guest requests to cancel their reservation, we do release the funds within 48 hours  of this request. However, there was a technical error in our payments processor that prevented Ms. [redacted]’s funds from being released right away. Ms. [redacted] is free to respond to the current case if she needs further clarification. All levels of our Support Staff are on hand to assist with escalated cases such as these, so if Ms. [redacted] would like a call back from a Supervisor we would be happy to arrange an appointment. Again, we do apologize that this release of funds was not resolved in a timely manner.

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 am one of the decision makers on this account, as I just spoke to your staff.
Regards,
[redacted]

Hello [redacted], Thank you for submitting your concern, we are sorry to learn of the inconvenience attempting to book with us. A member of the Customer Relations Team has sent you an email following receiving your complaint. After investigating [redacted], we have determined the advertiser should...

not have accepted your booking request and can see that you requested cancellation. We have spoken with the manager of the property and have requested that they respect traveller’s wishes when they are asking to cancel a request. A full refund of $836.63 USD was processed back to your payment method. [redacted] refunds take no longer than 24 hours and card refunds usually take 3-5 working days. Should we be able to assist you in finding a suitable alternative please respond to our email or call us on [redacted] Best wishes, [redacted] Rentals

Dear [redacted], We are once again sorry to learn that the booked property did not meet your expectations. Further to your complaint, our customer relations team has been in communication with you to discuss your complaint. As per our Payment Protection policy, once a guest stays the full length of their stay at a property (or in an alternative property accepted by yourself), any refunds are under the discretion of the homeowner. Unfortunately, we have not been contacted about your concerns at the time of check-in, which would have allowed us to hold the funds and investigate this case for you. The homeowner has informed us that if you had raised your concerns to him throughout your stay, he would have been able to address them. Unfortunately, by not communicating these to the homeowner or us until after your check-out, we were not given the opportunity to address any problems you encountered throughout your stay. We would like to encourage you to maintain a dialogue with the homeowner, whom your booking contract lies with, in an effort to bridge a compromise. Unfortunately, we are unable to force the homeowner to release any refund he does not authorize. We thank you for sharing your thoughts about your experience. Should you encounter any further issues in communicating with the advertiser or require further assistance in mediating with the owner, please respond to our teams’ latest email sent to you on 7th July 2017.   Best wishes, [redacted] Senior Customer Relations Executive

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]