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.I disagree with the response because our complaint was much more than cleanliness problems.  It was safety becuase of it having bugs, in a bad ( project like ) area, no properly working airconditioning when it was 90 degrees outside and it felt like the air conditioner was not working.  The owner only spoke spanish when we called and did not offer to have anyone come fix the airconditioning or get rid of the bugs, black mold and other issues that made it unsafe !  I sent them pictures of the black mold in the bath tub and how the handle was broken off the shower so we would not be able to trun on the water to taker a shower.  Flipkey just ignores all our safety complaints and said it was just cleanliness when it was much more...how awful that we would have to stay there and not be able to take a shwoer all week!  I noticed they removed the rental now from the Flipkey rentals available.  It was fraud because it did not have what it was told it had such as working aironditioning and the cockroaches are unacceptable....not just a cleaning issue.  I feel we should have called the police and made a report and also reported it to the health department.  We thought since we left and reported this we would get our money back but since we did not get anything back we are very upset and will never trust Flipkey again to ever rent from them or trip advisor again.  It was fraud and they stole our money $439.00.  I can try to attach our pictures we took pf the broken shower handle and the black mold, stains on carpet, talbe leg ready to fall off the table, dirty sink with dishes and cockroaches, dirty refridgerator with bags of diffe
Regards,
[redacted]

Dear [redacted],  Thank you for your message, screenshot and for bringing this important concern to [redacted] Revdex.com. We are sorry to hear that you were a victim of phising, we do take matters of fraud very seriously. Whilst we understand appreciate that that this is frustrating for yourself and that you have lost a considerable amount of money we are unable to assist in refunding the amount.  We will never advise any traveller to make a bank transfer off our website and if you do choose to make a payment off our system, then to make it via Credit Card or [redacted] due to the protection they offer. Unfortunately banks transfers offer very little protection in the unlikely event of an issue such as this occurring. We have a dedicated trust and safety team who commits to making sure that payments are secure through our platform and to intercept any potential hackers that may be attempting to intercept payments. We would like to reassure you that the customer is at the heart of our concerns and appreciate that you have taken the time to highlight this to us so this does not occur in the future. Once again we would like to apologise that this has not worked out for you and would like to apologise for any inconveniences caused to yourself. If you have any further questions regarding the status of this particular case please feel free to take a look at the following link which provides useful contact information regarding getting in touch with us. ehttps://helpcenter.flipkey.com/ Best Regards  [redacted] Customer Care

We apologize for any difficulty [redacted] had contacting our customer service. We have replied to the email [redacted] sent and explained the process of submitting a booking request. If further assistance is required, [redacted] can reply to that email or call us on 1-877-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]. Please add your rejection comments below. 
I have received the refund that was requested. Unfortunately because FlipKey could not expedite expedite my refund we were forced to CANCEL our vacation. This company should have steps in place to return money faster to their customers who are forced into situations such as ours. I am not happy that FlipKey doesn't seemed concerned with helping out their customers. I will not be satisfied until this situation cannot happen to anyone else.
Regards,
[redacted]

We sincerely apologize for the delay of funds to Mr. [redacted]’ account but can confirm the payment has been successfully sent as of July 23rd.  Typically, if a payment is sent unsuccessfully, it is only returned to FlipKey after 10-14 business days. Until that time has passed, we...

are not aware the reasoning for the failed submission and we cannot attempt to send the payment again. Causes of a failed payment can be due to incorrect bank information,  invalid [redacted] accounts, etc.  Once we receive notice of that failure, we can further investigate.  For this payment our engineering team did need to be involved in the investigation, as it was not an error with the bank details on Mr. [redacted]’ account. A resolution was found and we re-sent the payment immediately. Again, we sincerely apologize this has occurred and our engineers will continue to investigate to insure an error like this does not happen on future payments.

Dear [redacted],Thank you for your feedback and we are sorry to hear that you wish to make a complaint.We can confirm that your property is now showing correctly on our website and we are sorry for the delay in resolving the issue. We do make sure that everyone is aware of any changes in fees and we can...

see that you were in contact with our subscription in October 2015 to discuss re-activating your property and any fees that are applicable.We really appreciate your patience whilst we resolved this matter and please do let us know if there is anything else we can help with.Best Regards,FlipKey Customer Care

I am reaching out from FlipKey Customer Relations Department regarding complaint ID #[redacted] with customer [redacted]. We have been in direct contact with the customer and now resolved the complaint via a partial refund. It appears our public response on the Revdex.com is still pending the customer review despite resolving this with them on 12/19/16

Dear [redacted], Thank you for your message and for taking the time to share your thoughts. We are sorry to hear that you were unable to access your property and had to make alternative arrangements. Please kindly send us your booking reference so we can take a look into this further for you as we are here to help and would like to assist you. Alternatively you are able to get in touch with us on the following number 1-877-FLIPKEY and we would be more than happy to help. We look forward to hearing from you so that we can help you resolve this issue for you.  Best Regards [redacted]-TripAdvisor Customer Care

[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.]
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]

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 have spoken to my bank, both in person and online, and they have both said the same thing, which is that you (FlipKey) must release the funds by contacting them at [redacted]. See below.[redacted],Thank you for your inquiry. If you can contact [redacted] at [redacted] to see if they will fax us over a release of authorization to [redacted] then we could remove it sooner if that would help. Please call us at [redacted] if we can be of any further assistance.[redacted]
At this point, my financial institution says they only thing they could advise me to do is to cancel my card so that no further charges can be made through your company. If possible, I would really appreciate and would accept the action by your company to release the $700+ held authorization via a fax to [redacted].I trust that this can be resolved very soon.Regards,
[redacted]

Hi [redacted],Thank you for taking the time to put forward your complaint to us. After receiving this information, we have attempted to call you to discuss your case further. Our Customer Relations Team will be in contact with you to arrange a time to call as you are located in the Pacific Time...

Zone, a colleague from our [redacted] Office will be able to discuss your case further and we will be contacting you via email to arrange this.Thank you for bringing this to our attention.Best wishes,[redacted] - FlipKey Customer Care

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 reaching out to us through the Revdex.com and we are sorry to learn about your frustrations in regards to the cancellation of booking [redacted] Booking cancellations is one of the biggest complaint drivers of the vacation rental industry due to the impact this has on the...

traveller. As such, we review this process constantly and confirm that owners have to contact us directly to cancel the booking. This allows us to have a conversation with the advertiser to establish the reason for the cancellation and to ensure that this is only processed if absolutely necessary. This also allows us to contact holiday makers immediately to inform them about the cancellation and to offer assistance on finding a comparable alternative. Please note that this process was introduced over 12 months ago. Whilst we understand that mistakes can happen, we also introduced a cancellation fee, which is applied upfront in the event that a booking needs to be cancelled. We would like to emphasise that this is not for us to profit from this unfortunate situation, but to support the significant man hours to help the guest which occur as a result or in the likely event that the guest need to source an alternative at a higher price. Cancellations have a very big impact on the traveller, who often have to amend or cancel their travel plans or are in some cases forced to find alternatives at last minute, often at a higher price. We can confirm that we have already been in communication with the traveller to discuss the cancellation and next steps. Please kindly note, that this booking was confirmed through a quote sent from yourself on 21st February 2017 and has not been cancelled until 27th March 2017, with only a few days before the booking is due to start. Advertisers have the responsibility to ensure that quotes are only sent if the property is available to ensure that bookings can be honoured. Due to the significant delay between booking confirmation and cancellation, the traveller is now severely impacted and we are therefore not able to waive the cancellation fee on this occasion. Kind regards, [redacted] Senior Customer Relations Executive

Dear [redacted],We are sorry to hear about your experience with your booking and the lack of communication from the advertiser. We have investigated your case with the reference [redacted] and can see that the relevant home owner has been in touch to confirm that your funds can be returned as they...

are unfortunately not honoring the booking.Our finance team has confirmed that your full refund is currently being processed and we will confirm again once this has been disbursed. Please again accept our apologies for your experience and delays you have been experiencing in retrieving your refund.Best wishes,The FlipKey Team

Hi [redacted],   Thank you for your message.   We are sorry to hear that you had problems in receiving this payment for this booking. This payment has been correctly processed on the 2nd of May 2016. Normally we release the payment to owners, automatically, 24 hours after the check-in date but...

in case of failing by [redacted] it’s necessary to wait up to 30 days to the have the payment returned by them.   Unfortunately, we don’t have the facility to make a bank transfer out of the United States unless it has been included in pay-out details.   Once again apologies for any inconvenience caused.   Many Thanks   [redacted] – TripAdvisor Customer Care

Hello [redacted],We are sorry to hear that you have had difficulty receiving your damage deposit return from your booking. Unfortunately, the funds have been released from our system and have completed back to the card used to make the balance payment. I am aware that you said it was a [redacted] gift...

card that has since then been discarded. I do believe that the provider has a process in place when situations like this occur. We will also be re-opening your case with us to provide you with any information that you may need to re-claim the funds from the gift card provider. Apologies that we were unable to send the amount to a different account at the time, and for the long wait on a response. We will be contacting you at the email that your booking was made under.Best Regards,Stephanie[redacted] Customer Care

Dear [redacted], Thank you for bringing this matter to our attention.Please be assured, that your case has been escalated to our customer relations team, who have responded to your complaint yesterday. Should you have any further questions, please do not hesitate to reply to yesterday's...

email. Best wishes,[redacted] Rentals support

Dear [redacted], Thank you for reaching out to us via the Revdex.com and we are sorry to hear that you have not been able to locate your refund. Rest assured, we can confirm that your refund has been processed on 26th May 2017 in accordance with the owner's cancellation policy. The amount of 662.50...

USD (which includes your 400 USD damage deposit) has been returned to your original payment method. Please note, that this typically takes 3-5 working days but can sometimes take up until the next statement month with some credit card provider. If you continue experiencing issues locating the funds, please contact our customer support team at [redacted] Best wishes,[redacted]Senior Customer Relations Executive

Dear [redacted], Thank you for your email. We are sorry to learn about your increasing dissatisfaction in regards to your subscription plan. Whilst we appreciate that the new subscription plan may not suit all advertisers, we did provide you with the option to review and accept our new terms and conditions at the time of the merger. Our records show that these were accepted on 23rd May 2017 and that you decided to continue advertising.However, we do not want any of our owners to be tied into a subscription if you are genuinely unhappy with its functionalities and have therefore decided to process the requested refund of 276 USD to you as a gesture of goodwill.We hope this alleviates your concerns, but should you have any further questions, please respond to Oneil's last email for further assistance. Many thanks,[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].  
This is a total SCAM.Do not send my response back to the people who are SCAMMING.Notify the authorities and have them stop this dishonest business practice!
Regards,
[redacted]