RedAwning.com, Inc

Complaint: ***I am rejecting this response because: The only point that I will except this responses when I receive paymentI’ve been getting the runaround from this company since day oneI do not trust anything that they say anymore. Sincerely,*** ***

We understand the frustration and confusion experienced by this guestThe reason why her credit card is being charged is because she has not yet paid for services renderedShe was mistakenly refunded her first payment on her first booking when she mistakenly cancelled it (2,275.89)We assisted
her with rebooking another stay in a different unit and we have not yet received payment for that bookingWe still have a pending balance of $for that bookingPlease have the guest send us a copy of her cc payment for*** *** if we have this in error

Complaint: ***I am rejecting this response because: no I've already told you I talked to them on the phone so I didnt get a nameThey told me that it would be noted in my file that I called within hours though so it should be on recordI will check my email again but I dont think I ever received anything, because they were going to try to get ahold of someone there and call back and couldn't get ahold of anyone either Sincerely,*** ***

We are terribly sorry to hear about this guest’s experienceOur guest support team is trained to be 100% professional 100% of the time, so we regret that this experience did not meet that expectationThe guest was fully refunded on July The receipt is attached

Complaint: ***I am rejecting this response because:This response is just a whole lot of talk promoting their business and excusing their actions What really matters is that despite multiple requests, the business has not refunded the money they collected for a rental wasn't available
On March 14, I requested a refund of our deposit in the amount of $3,by the end of the day if an equivalent property was not found that day Not only did they not refund the money, they processed another charge in the amount of $3,for this nonexistent rental on March 18, 2017, despite my request for a refund
It is now March 24, and the business still has not refunded the money on this fraudulent listing

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Thank you for sharing this informationOur Director of Account Management has been in touch with our client, and we believe the miscommunication has been sorted outWe thank our client for their business and their patience while we worked to resolve the issue

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Thank you for responding to the request for documentation regarding the property addressWe will begin the investigation and get back to you as soon as we can

Dear *** ***,
Thank you for the opportunity to investigate your complaintRedAwning is so sorry you had such an unsatisfactory experience with your booking and tripWe've facilitated well over bookings with this manager and they have consistently received high ratings of satisfaction from our guests for their properties and customer service, so it was very disappointing to hear your experience was not the best it could have been
The property manager has submitted their records that show that they had attempted to contact you three times before the office closed on 9/03/to inform you that the condo you had booked had become suddenly unavailable due to needed repairs(Record shows phone calls were attempted at 1:24pm, 2:35pm and 2:41pm attached.)
As is customary in unforeseen circumstances like this, the property manager had moved you to another available condoThe available property was further away from the cheoffice than the one you had booked -- miles away and a minute drive without traffic Though no compensation for the inconvenience of finding out this change on your arrival, the alternative property was an upgrade from the original booking as it was larger, and more expensive than your original bookingFrom what we understand, you did stay at the property from 09/04/and we hope you enjoyed the rest of your stayYou were not charged for the difference in cost of this upgrade
We are so sorry there was so much trouble with the communication between you and the company on your travel day and first night of stayRecords show that both you and the property management company made several attempts to contact one another
The property manager understands that traveling with an infant is difficult and that sometimes decisions have to be made that suit the infantHowever, since the company had attempted to contact you, had provided reasonable alternative accommodation within driving distance for the night, and you did complete your stay at the alternative property, they are not responsible for the cost of your motel on the first night and not prepared to provide a refund for your stay
We are sorry that we were not able to assist in getting you a more satisfactory answer
Your feedback is important to us and we will review the map to the cheoffice and the directions for the after-hours process to see where we can improve these instructions.
Thank you for taking the time to let us know about your experienceIf you would like to discuss this further, kindly contact our guest services manager at ***

This contract attached clearly states that if you cancel within days of arrival you forfeit the total amount paid(Point 13, Line 6.) Your book date was within days of arrival, and your attempt to cancel on March was within days of arrivalYou were aware of this when you approached us to try and change the reservation name in an attempt to save your booking, and we were working on it when you told us that change was no longer neededYou are therefore still subject to the manager's cancellation policy which you agreed to at the time of booking. We are so sorry. We strongly recommend that guests take out travel insurance to protect themselves in the event of an unforeseen need to cancel

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, there was no misunderstandingI was told repeatedly by red awning that I did not qualify for a refundIt was not until I resorted to the Revdex.com, which I notified the company of my intention prior to doing so, that I received a refundHad I not done so I would not be receiving a refundYou should change you policy to avoid this in the future as it seems like a reaccuring issue for your company.Sincerely, *** ***

We sincerely apologize for all the inconveniences experienced by our valued guests who have been affected by this one scam and thank you for your patience as we resolve all the issues it created. Our guest services department has been hard at work assisting those affected guests with finding...

alternative rental properties, and in cases where they cannot find alternatives, issuing full refunds as quickly as possible. This refund is confirmed as issued. Please allow a few days for the bank to post, but if it still does not post, feel free to follow up with us. We cannot apologize enough for the nightmare and inconvenience of this experience. An illegitimate listing getting through our vetting filters is extremely, extremely rare. Fortunately for all the affected parties, no monies had been paid to the scam artist so their deposits and payments are safe and refundable.

We can completely understand how you can feel that way; a delay is inexcusable if you've made a request for a refund.  Please allow us to investigate why this has not been issued and get back to you. Everyone who has requested a refund and not an alternative property is due a full refund as soon as possible.

The first charge is an automatic charge for the instant booking. The cancellation does not automatically release the funds back until the cancellation is verified between the partner channels. Once verified against policies, the refund amount due is issued. The automatic charge to hold your booking was refunded on 7/11/17. Please see confirmation receipt attached (account settled) and allow a couple of days for the refund to post to your bank.

Complaint: [redacted]I am rejecting this response because:  We are still working to correct the issues so while we are finally getting some attention the problems have not yet been fully resolved.  We are told that will take some time.Sincerely,[redacted]

Thank you for allowing us the time to investigate. We're sorry for the miscommunication between parties on this transaction. Up until today we had not received notification from the manager regarding the outcome on this situation. We have now confirmed status with the manager and that refund has...

been issued to the guest. In addition, as per a previous note sent some time back to the guest from the RedAwning Guest Service manager, the guest has also received credit on their next booking with RedAwning. We're so sorry for the frustration and delay. Thank you for your patience.

Revdex.com:
The funds for the scam reservation were finally credited back to my credit card on Tues, Mar 28th - two weeks after I informed them there was a problem with the reservation.  Perhaps I would be more open to trying Redawning again if they had been more proactive with contacting me when they realized there was a problem and credited back my deposit immediately.  The fact that they knew within days of my making the reservation and said nothing, then - even after I had called and alerted them to the problem - still took two weeks to get back to me is unacceptable.  To date no one from Redawning has responded to the message I left with their customer service line.  If I had not emailed the Revdex.com and the credit card company I wonder if they would have ever gotten back to me?  I could be a little more understanding of their delays if the vacation we had booked was 10 months away but we made the reservations and planned to travel in just over 4 weeks so were left scrambling to find a new place while also waiting for Redawning to reimburse us for the full amount of the condo we had already booked.
 I am glad that my money has been returned and consider this matter closed in reference to complaint ID [redacted]. 
Sincerely, [redacted]

So sorry you've experienced such frustration getting your refund. Our aim is to provide refunds due as soon as possible, so this we truly regret the delay. Thank you for allowing us the opportunity to investigate and remedy. We have ascertained that the refund was issued on December 5 and processed...

on December 8 however it appears that due to an incorrect address in Authorize.net, it went undelivered to your bank. Guest Services should be reaching out to you shortly to correct this situation as soon as possible. We're so sorry for the inconvenience.

To [redacted]’s points:
We did check with [redacted] before responding to the previous email. They had only one number for [redacted], and that was the number provided to RedAwning and the property manager. They did not receive any alternative cell numbers until later on the day of arrival.
We do not dispute that there were any other calls made and did not insist that the first call was at 8pm. What we said was the first time RedAwning can verify that the two alternative numbers were provided to us is in an 8:00 pm email communication on the day of arrival.
Neither RedAwning nor [redacted] can assume that there were any numbers displayed on phones picked up at the any of the numbers provided, but even if there had been, they would not have been able to match the number to [redacted] booking because it was not the number provided with the booking.
RedAwning has apologized to [redacted] several times for the inconvenience of the mutual breakdown in communication and cell service around the time of their check-in. RedAwning and the manager did everything in their power to minimize the impact to [redacted]’s stay by providing an alternative home at no extra cost, and by attempting to contact him several times to tell him what had transpired on the number he had supplied at the time of his booking. [redacted] got the service he paid for and he stayed in the home that was provided. (Unlike a hotel room, it was not an identical home, but a larger and more expensive one which he was not charged any extra for.) In addition, [redacted] has been offered credit on his next booking with RedAwning for the inconvenience. We’re truly sorry that this was a less than a hundred percent satisfactory experience for [redacted], but neither the manager or RedAwning will be issuing a refund for the stay.  We would like to close this case. Many thanks for giving us the opportunity to respond to this complaint.