RedAwning.com, Inc

I have been trying to contact a person . not by text . To update my CC info to pay the balance due for my up coming vacation rental, my rental ID is 163371, for over a month now . I can not get anyone to respond. other than a message on my phone that gives me a # to call and text ,, I Do not do business like that , Please contact me,

Complaint: I booked a vacation rental on Dec. 25th 2018 for June 15th 2019th for a total of 18 people. The cabin I booked through Booking.com/ which redawing uses sleeps 18 had 6 bedrooms and 6 bathrooms, great right. Half of the total of 4,570.00 up front the balance at anytime, no problem. 2285.00 charged to my card. In Feb. I had my card number changed due to a security concern. I updated my new card number through booking.com according to redawing rental instructions. Apr. 17th redawing charges new card remaining balance sends receipt. Then refunds deposit and balance and I receive an email from booking.com my reservation has been canceled due to card being declined. I check my emails on Apr. 19th to find this information. Try to contact them, stay on hold an hour finally leave message to return call had also emailed them and booking.com. Tried to rebook my reservation so I wouldn't lose the rental space same thing, confirmation accepted a few minutes later card declined. Called my credit card company to make sure my card was valid and active which I new it was and that was confirmed. They said to contact rental company and proceed by phone, that apparently something was wrong with their system. Called booking.com 3 times got hung up on twice (by accident ) while they were trying to contact rental company. A friendly lady finally called me back from redawing and after I explained everything she said they had my card flagged for fraud under another mans name. I said if my card was flagged for fraud I wouldn't be able to use it anywhere and I had already talked to my credit card company and there was nothing wrong with my card. She emailed her supervisor back and forth and tried to create a new account but the card still was declined because someone on their end keyed the wrong card number into their system and they were unwilling to correct their mistake or contact my credit card company to get verification that the card was indeed good. They were willing to rebook my reservation at the new higher rate they were now wanting for the same rental property they canceled because of their mistake not mine. I told them I would be glad to rebook at the original price but they said they couldn't do that. So to get to the point, I booked a summer vacation early when the rates were lower and there was not much interest in this rental property. Now that it's closer to summer and they either forgot to charge for something on the original contract or they see were they can rent the property for more than they did for months ago they make up a bogus story about a fraud alert on my credit card because I can use it anywhere in the world I want to at any location so they can make a few hundred dollars more on a rental property. They also had my deposit in the bank for the last 4 1/2 months making interest off of it. I wouldn't recommend doing business with this company. I will say they did credit my credit card back with not only my deposit but also the remaining balance. Which is funny, why would they have to credit the balance back if the card was flagged for fraud it would have never charged it to begin with. Which leads me to believe this is nothing more than a ploy to get more for the rental. It's just bad business. Charles Benson

Complaint: ***I am rejecting this response because:
I booked this from ***, and you got my info from *** directlyI'm sure at that time, I have my wife's number as an alternative numberYou can go ahead check with ***.
In the previous email, I attached my phone bill from AT&T, and the first time I call you was at 6:25pmIf you insist my first call as at 8pm, please show me proof from the carrier, not your system
After my first call, you should have my available phone number displayed, but you never tried to contact me to solve the problem
Since the beginning, you never show me a solid proof to support any of your point, just something from your system, and what you thinkI'm not convinced at all
I'm sorry to take our time for this, but I look forward to your apology and the money I paid for the service I didn't get
Sincerely,*** ***

Complaint: ***I am rejecting this response because: nothing has been resolved, the message only said I would hear from someone and still have not Sincerely,*** ***

Complaint: ***I am rejecting this response because:
In my original complaint, I requested a refund
Not my problem that after I received it, there was a "mistake "After all the very rude people I dealt with and how bad they spoke with me, I feel like this should be dropped fast or I will just get my business lawyer involved I have the notes from everything in conversation and names of everyone who I will mention in a suit if neededI talked to my bank and they have seen where stuff was run when I did NOT GIVE authorization to do so, so I guess if this is not dropped I will be addressing this!Sincerely,*** ***

Complaint: ***I am rejecting this response because: they are still refusing to issue a refund, even though I've shown them that it clearly states in the contract I signed that I was well within the time frame to cancel. Sincerely,*** ***

We sincerely regret your experience with this bookingWhile I see that our service team did their best to find alternatives and relocate you with another property manager, they were unsuccessful in finding a suitable alternative for your family in your destinationYou will be fully refunded, and
please accept a $credit on your next RedAwning bookingOur sincere apologies againOur teams are working with the various constituent causes of each of these booking failures to ensure all problem listings are immediately fixed

Thank you for the time and opportunity to investigate your complaintGuest services was actively working on your behalf to request a date change, but was having trouble reaching the property manager for confirmationWe've been informed that the date change was approved and there was a satisfactory
resolutionRest assured, RedAwning would never have charged you full penalties if it had gone over time while actively working on your caseIf any penalties were charged it would have been based on the original time-stampThank you so much for your patience and your businessWe wish you a safe journey and stay

Complaint: ***I am rejecting this response because:
I am happy that Redawning finally acknowledged my concern about not receiving my full refund back for the rental property that turned out to be a scam However it was only after I contacted Revdex.com and my credit card company that I received any communication from Redawning and even though I have been sent an email confirmation for the refund I still do not have the funds credited back to my account
I am not sure how many other guest were affected by this scam property listing but Redawning never actually contacted me to let me know there was a problem with the listing I contacted them after I noticed the listing was no longer showing on their site They promised a refund and asked me to wait to business days for said refund Then when I had waited the required time and tried to contact them again they didn't return my calls
Even with the best vetting systems in place mistakes happen It is what a company does after the mistake happens that makes the difference between 'will never use that company again' to 'this was a one time deal and was handled so well of course we will be using you again' Redawning has made no effort to turn this mistake around
quote from their response
Luckily no money had been transferred as yet to the fake property owner, as with all new owners, we do not issue first payment until after their first booking, so we were able to return your entire paymentIf you had reserved directly through the “owner”, you would have lost all your money.
The reason that people go through sites like Redawning is for peace of mind that they will be able to get a refund if there is a problem with the listing It shouldn't matter if you paid money to the fake property owner or not
I will not be satisfied until the credit refund is finally put back onto my credit card
A better way for Redawning to have handled this would have been to immediately contact me when they realized there was a a problem with a list of options, especially since it was less than one month until we were traveling When I originally asked for a refund to process it immediately back to my account on March It is now March and I am still waiting for this problem to be resolved
Sincerely,*** ***

Just wanted to let you know that our Billing Department has followed up on the second automatic charge and the guest will definitely be refunded that amountOur Guest Services is also following up with the property manager to see if, or how much, of the initial charges they will be able to recover
for the guest on their behalfWe will get back to the guest as soon as we have confirmation of their cancellation policy

Dear *** ***,
Thank you for your patience as we investigateThe phone number that the cheoffice used to try and reach you was the number supplied by you at the time of booking. That number is *** and is a verified number belonging to a *** *** ***
The first record we have of the two cell numbers you list is in email communication on the day of arrival at the destination at 8:00pmWe are so sorry that the company was unable to reach you to inform you that there’d been a change to alternative accommodation while you were en routeIt does appear that the only number that they had for you was the number provided at the time of bookingYou do not the unclear lines and service using cell phones
Since the property management company feels they followed due diligence in trying to contact you prior to your arrival, using the information they had been provided -- and they also provided alternative, upgraded accommodation at no further expense to you, which you used, they will not be providing a refund
RedAwning guest services is sorry we could not assist in providing a more satisfactory outcome for you with this managerWe do not have any liability in the matter, and cannot provide any cash compensation, however, should you wish to use RedAwning’s reservation services via our website in the future, we would be happy to provide you with a $credit towards a booking made directly with us Please contact guest services when you are ready

Complaint: ***I am rejecting this response because: "technically" I was not notified within business dayThe holiday weekend was observed by the business July 1-July (even though the stock market and most accredited businesses operated on July 3)Redawning customer service stated in phone conversation they were open at 9AM July 5thI received email confirmation of redawning canceling my reservation at about 16:ET on July 6th which would be more than hours after business opening from the holiday weekend.
Also, while the price was posted incorrectly, that was an error by the company and not myselfTherefore the situation was of no fault of my ownUnfortunately in business, attention to detail is extremely important and when a mistake is made it must be properly fixed and it is not always cheap or easy.
Sincerely,*** ***

Let's go back to the beginning of this threadAs of 3/you had not cancelled your booking because you had been told that you couldn't get a refund and you were seeking a transfer insteadAs of this date, your booking is still valid and not cancelledWe really do want to resolve this for you as soon as possiblePlease can you confirm who you spoke with to cancel within the 72-hour period? Do you have any correspondence you can share? If your cancellation request was received within that period it should be honoredPlease forward that cancellation request as soon as possible

Complaint: ***I am rejecting this responseAnd the attached are the proofs shows the property what we booked, and what they offered
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
Dear Revdex.com and RedAwning,
I'm glad you provide the evidence in YOUR systemHere I attached the calling history from my wireless carrier AT&TThe first page is my calling history (***), and the second page is my wife's calling history (***), which is listed as an alternative numberIf the second column "Place Called" shows "INCOMI", this means an incoming callBut clearly, there in no incoming call neither to my number nor to my wife's number on that day Please explain:
Where did you get the time 1:24PM, 2:34PM, 2:41PM? Your call NEVER reached my phone
You mentioned the property manager and I both called each other several timesBut AT&T only shows I called the number times, and NO incoming call.
When the property manager answered my call, we could not hear each other clearlyWhy can't he call me back with another phone? When he answered my phone, he could see my phone number
Even if you cannot reach me through the phone, have you ever tried the email? NO
YOU made the sudden change, YOU made this trouble, and you NEVER contact us before we fixed the problemYou DID NOT provide the service you PROMISEDSo you should refund for all the reasons
Sincerely,*** ***

Complaint: ***I am rejecting this response because: I would rather not use your service againThe risk is not worth the stress of having reservations cancelled at the last minute after assurance from customer service that we had a room
Sincerely,*** ***

Hi Revdex.com,
I'm glad to hear the prompt response from the business, but none of their arguments is solidThe following are my points and evidences
Please be responsible for what you said, our original reservation is on 9/3/2016, you said you give us the cheinstructions on 9/29/Sounds not too late, right? Now, I'm not surprised you made mistake on our reservation with this carelessness
We went to the cheoffice (shown on the map) immediately(at 6:00PM) when we couldn't find the property, and nobody was thereIf we went to the office first, it makes no difference with nobody thereThe confirmation email said cheafter 4:pm (see Proof1), but never indicated close hoursDo you only give all guests hour window for check-in?
I learned a new word "Leasing office" today, please show me the evidence you ever mentioned about leasing office in the emailsYou said "The reason they could not contact the onsite property manager with the numbers provided, is because the numbers provided are for the cheoffice", sounds great! In the previous email I was asking for cheinstruction, you said "There is contact information for the on-site property manager on the map as well." (see Proof2)Please defendIf that one is not the number of onsite property manager, what is the number? Have you ever offered before our trip? Or have you ever told us during our hours effort of contacting you?
As mentioned "they were once again provided with the address to the cheoffice (already on their map) and the number of the lock-box to pick up their key and directions to their property", before our trip, we've never been told about picking up key from lock-box, how could you use word "again"? Can you show me the word "lockbox" on the only map you offered before our trip? (see Proof3) If you do not agree with me, please show me the evidence
For the most apparently part, the different property RedAwning offered, rather than the one we had booked, the evidence is attached(Proof1_confirmation_email.pdf shows the one we bookedProof4_instruction_in_lockbox.pdf shows the property address RedAwning offered.)
"The distance from the property they rented to the cheoffice where they were to collect their key and cheinstructions is miles"Yes, it's miles from the one we rentedBut it is miles from what we were provided.(see Proof6)The day (9/3/2016) was Labor day, with a heavy traffic, google map told us it is mins drive away
The basic rules for business are responsibility and honestyIt's ok to make mistakes, but please admit and resolve itThe refund is a must but not enoughWe look forward to your sincere apology *** ***
Thanks for your time, and looking forward to hearing back from the business
Thank you

We thank our client for their patience as we work to resolve the issues with their listingsWe appreciate their business and assure them our teams are actively working to resolve the problem as quickly as possible

We're so sorry for all the frustration, confusion and inconveniences caused by this bookingIt is clear that there is not sufficient communication procedures in place between the partners and much more must be done to improve themThe guest services person who you spoke to will also receive further training on this particular property manager’s policiesThat said, we thank you for providing the verification needed by all parties for processing a full refundYour refund is in processThank you so much for your patience

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI wish to thank the Revdex.com and *** and the resort for applying pressure to have Red Awning respondThey have now done so, the date has changed and I am not out any extra costsThank you all***Sincerely, *** ***