The Duct Cleaning Pros

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me This issue has been resolved Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: When I spoke to the HomeAways representative I had not yet made any inquiries on the websiteIt was only after the phone conversation in which she asked for my email address that I contacted an apartment owner asking if his rental property was availableSince she told me it was for a survey I gave her the email addressIf she had told me it was to set up an account, I would have said no thank and not given it to her.I still should be able to permanently delete my account as is the case with other websitesYou are given the option to unsubscribe Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:I booked through VRBO thinking I would be dealing with the owner The property I booked was in Canada I was charged a fee in US dollars by HomeAway and another fee in CDN dollars by Canada Stays.I do not understand why I should be charged, as a traveller, by both agencies, when both are also charging the property owner! Regards, [redacted]

Thank you for bringing this consumers concerns to our attention.According to our records this consumer tried to book with the advertiser of HomeAway Listing # [redacted] This consumer was charged the booking feeHowever the advertiser's HomeAway account was compromised and this consumer did not have a valid bookingAccording to our records this consumer was refunded the traveler service fee on 5/16/We apologize for the delay and any frustration that this may have caused

Thank you for bringing this consumers additional concerns to our attention.We launched the service fee in mid-February to help cover the cost of running the HomeAway websites, including features such as 24/customer support and marketing efforts to ensure a quality experience on our sites for both travelers and owners.We notified owners and property managers of the upcoming changes through emails sent on November 5, 2015, December 9, 2015, and January 21, The information can also be found on this web https:// [redacted] Based on customer feedback, CEO [redacted] wrote an open letter to owners and property managersThe letter can be read here: https:// [redacted] We also posted this to our site as well for all of our owners regarding the traveler service implementation:https:// [redacted] The other issue regarding properties on this consumers listing page is unclear to us, we recommend that this consumer contact our customer support for help with describing what they are seeing to help us trouble shoot the issue

Thank you for bringing this consumers concerns to our attention.We are sorry to see this consumer leave our serviceI have instructed our billing team to issue a one time refund to this consumer for any unused advertising timeThe Billing refund case number is [redacted] The billing team will contact this consumer directly regarding the details of the refund

Thank you for bringing this consumer's concerns to our attention HomeAway introduced a service fee in February The service fee is currently launched on listings that were purchased through VRBO, HomeAway and VacationRentals.comWhen booking and paying for a property on a HomeAway website, the Service Fee is clearly included in the breakdown of the total cost of the rental To read more about what the service fee is and why we introduced it, see this article: [redacted] This fee covers the cost of providing 24/customer support, enhanced site and mobile features for both owner and travelers, plus expanded marketing efforts to generate more exposure to global audiencesAdditionally, when a traveler books and pays through HomeAway, they are eligible for the Book with Confidence Guarantee [redacted] We do hope this information helps explain the recent addition of the traveler service fee on HomeAway

Reply to Revdex.com Complaint [redacted] Thank you for bringing this consumer's concerns to our attention.HomeAway introduced a service fee in February The service fee is currently launched on listings through VRBO, HomeAway and VacationRentals.comWhen booking and paying for a property on a HomeAway website, the Service Fee is clearly included in the breakdown of the total cost of the rentalThis traveler did book and pay for listing # [redacted] and is applicable for the traveler service fee.To read more about what the service fee is and why we introduced it, see this article: https:// [redacted] com/articles/What-is-the-service-fee-and-how-does-it-workThis fee covers the cost of providing 24/customer support, enhanced site and mobile features for both owner and travelers, plus expanded marketing efforts to generate more exposure to global audiencesAdditionally, when a traveler books and pays through HomeAway, they are eligible for the Book with Confidence Guarantee.https://help.homeaway.com/articles/What-is-the-Book-with-Confidence-Gu...⇄ do hope this information helps explain the traveler service fee on HomeAway

Thank you for your additional concerns.To be very clear the HomeAway.com site is secureOur HomeAway site has not had a security issueIt was the owners account with HomeAway and the owners HomeAway account credentials that were likely phished, which allowed a third party (phisher) to gain access to this owners HomeAway account and traveler inquiry detail and communicate with travelers like this consumer fraudulently representing this owners listingAs we have explained we do have many educational materials available and are presented to travelers when inquiring as well as a Security Center to help travelers protect themselves and their financial commitment when doing business on the internetWe are so sorry that this has happened to this traveler and their family and as a unprotected traveler they may be eligible for coverage up to $under the terms of our Basic Rental Guarantee

Hi [redacted] Here is our formal reply to Complaint # [redacted] ------------------------------------------------------------------------- Thank you for bringing this consumers concerns to our attentionThis consumer also has an internal case with us (case# [redacted] ) According to our records the issue with this consumers refund was a technical issue between our platform and our third party credit card processing firm Yapstone (VacationRentPayment)According to our records this technical issue was resolved on 6/24/and refund was sent We certainly do apologize for the delay, thank you for your patience and understanding --------------------------------------------------------------------- Patty Case | Trust & Security Lead [redacted]

Thank you for bringing this consumers concerns to our attentionThis consumer did book a property through our site and therefore is applicable for the traveler service feeHere is some information regarding the traveler service fee: Overview The service fee is paid by the traveler when booking through the HomeAway websitesThis fee covers the cost of providing 24/customer support, enhanced site and mobile features for both owner and travelers, plus expanded marketing efforts to generate more exposure to global audiencesAdditionally, when a traveler books and pays through HomeAway, they are eligible for the Book with Confidence GuaranteePaying the fee Travelers pay the service fee by credit card when paying through the secure HomeAway checkout processThe service fee is only charged to the card once the booking has been accepted by the property owner or managerThe service fee is, on average, approximately 6% of the rental amount, excluding refundable deposit or taxesThis fee is lower than other travel websites that charge a similar feeOther Property Fees The service fee does not affect the ability of the owner to control their own rental rates and fees (e.gpets, cleaning, or maintenance)We do recommend providing a distinct name for fees that differ from service fee to avoid confusionThe service fee is an additional amount added by HomeAway to the rental amountRefunding the fee The owner does not have the ability to discount or waive the service fee amountThe only time the service fee can be refunded is when an owner uses the Cancellation Refund feature from their dashboard and the cancellation is requested within the terms of the owner/manager's cancellation policyHowever, if the reservation is not canceled and all payments fully refunded to the traveler, the service fee will not be refundedTax Implications Owners are not required to remit any taxes associated with the service feeSales and Use Taxes and Transient Occupancy Taxes are only due on the amount paid to the property owner related to the rental of the accommodationsVAT is charged on the service fee, where required by local regulations [redacted] Trust & Security Lead | HomeAway, Inc [redacted] [redacted] *

Thank you for bringing this consumers concerns to our attentionWe do show that we have tried to assist this consumer in case# [redacted] This consumer had a same day check in for their rental propertyOur online payment system allows hours for a supplier to accept or decline a reservationThis time period is used to allow the supplier time to adequately review his calendar and decide if this particular guest is acceptable for their propertySame day check in can also be a security concernIf the check in is less than hours the only option at present is for the supplier to send a payment request to the guestThis was explained to this consumer in the above mentioned caseThe consumer was also told that a request would be submitted to our Knowledge Management team to update external facing help articles in this unusual scenarioMost suppliers do not rent last minute, however thanks to this consumer we will be updating our external articles to explain how a supplier will need to use our system to accomplish thisAs a good will gesture we also extended this consumers listing for months for the inconvenienceAgain we do apologize as this is rare, and our help articles will be updated shortly

Complaint: [redacted] I am rejecting this response because: @page Complaint: [redacted] I am rejecting this response because: HomeAway is misrepresenting the reasons for changing our paid subscription from direct contact with guests to forcing all transactions to be made through the HomeAway platformThe purpose is to guarantee they are able to collect non- refundable fees from guests via paid advertisersIf they had advised us that after our paid subscription expired it would be differentWe were sent the notice of their intent in June of In their reply they state that, “You and the traveler will be able to see each other's contact details after a booking is confirmed.” “Once booking is paid for, then the traveler email address and phone are visibleThis does not take away your ability to communicate with your travelers at all.“ This means that Homeaway will collect fees on property they do not own, manage, rent or take care of guest needsIt also prevents us from being able to communicate directly with guests, vet them and send them crucial links for information they needAs we operate as a corporation in Japan guest need direct communication more than in most countriesWe have had our paid subscription since and no guests have ever taken the option to pay extra fees to use the HomeAway transaction platformA search of social media and various consumer complaint organizations bears out the fact that neither guests or hosts have expressed a belief that the HomeAway platform is secure or that paying extra fees to rent is desirableHomeAway has expressed no regard for the owners and managers of properties they have built their business on and show that their primary concern is to be sure they collect non-refundable fees from guestsTokhouse Incstands by our original statement that collecting our advertising funds and eliminating our ability to communicate directly with guests is fraudulent, bait and switch action taken by HomeAway for the purpose of forcing guest to pay fees on top of collecting our advertising paymentRegards, [redacted] ***

Thank you for bringing this consumers concerns to our attentionSubscriptions require one annual fee and allow for unlimited inquiries and bookings, whereas Pay-per-booking requires no upfront fee but up to 10% per booking.Pay-per-booking customers are required to use HomeAway payments and online booking Both types of listings gain access to the same inquiry management, calendar, and reservation toolsWith pay-per-booking, you must accept online payments and bookingsWith a subscription booking, online payments and bookings are optionalThe easiest way to see which option is right for you is to consider how many bookings the property receivesThe basic rule of thumb is that if it's rented more than six weeks a year, the annual subscription makes sense[redacted] HomeAway uses VacationRentPayment (Yaptone) for payment processing servicesUpon receipt of the Registration Form, YapStone will review Your application and determine whether it is able to offer You the Services, and the manner in which it will settle Payments of Rents in its sole discretionUpon successful completion of the required screening, You will be offered either of the following settlement timelines: Advance Payments: Subject to banking processing delays and any fraud or risk holds imposed by YapStone, You will typically receive the Guest’s Payment (minus Fees (as defined below)) in Your or Payee’s bank account, as instructed by You, within 2-business days, subject to banking delays, following the day a Payment is posted to YapStone’s accounts, in accordance with the terms of this Agreement.Or Check In Payments: Subject to bank processing delays and any fraud or risk holds imposed by YapStone, You will receive the Guest’s Payment (minus Fees) in Your or Payee’s bank account, as instructed by You, within 2-business days, of the day after the scheduled chedate for the Guest at Your Property; provided however, in the event a Guest provides proper notice to the website that the Property was booked through within hours of the scheduled check in that the Property is not as described, or there is some other issue with the Property, You authorize YapStone to return the Payment to the Guest.In addition, for risk and fraud reasons, YapStone will generally hold all disbursements scheduled to occur within the days after Your first scheduled successful chedate.You can view a copy of the VacationRentPayment Client Service Agreement here: [redacted]

Thank you for bringing this consumer’s concerns to our attention.The discount referenced by this customer was a special offer by invitation only, and no offer was emailed by HomeAway to the customerThere were no discount codes, as any discount was automatically extended to any eligible account and listingHe may have received a forwarded copy of the email, but this would not entitle him to receive the discount offer since the invitation was not intended for himAdditionally, the discount offer applied only to newly listed properties---an existing listing was not eligible for any discount regardless of whether one had received the emailed discount invitationReviewing the matter, the customer spoke contacted our sales team at the number intended for the invitation only offer, who transferred his call to our Customer Support team upon determination he had not been offered a discount and was not eligible to receive oneThe customer insisted upon a discount when speaking with the Support team, which prompted another transfer back to our Sales team, who again determined he had not received the discount offer and routed the call to our Support teamAfter one more repetition, our Support team transferred the customer's call to Sales one final time.Owners of single listing accounts do not have assigned account managers, and as such the salesperson the customer contacted would not have been immediately availableThe salesperson did follow up regarding the matter and believed, based on the customer's additional contacts, that he had already received assistance, so did not initiate further contactFinally, there was, in fact, a spillover voicemail set up to allow salespeople to contact customers who had received the discount offer, and those who had been offered a discount and contacted HomeAway during the period in which the offer was valid did receive the discount

Our website provides an online marketplace where travelers can find, inquire on and book vacation rentals advertised by property owners and managers The site provides tools to assist owners and managers to do that We are still providing that service to our consumers.The service fee is being charged to travelers, not owners or property managers, and as such is not a meaningful (substantive) change to the Terms and Conditions that the consumer agreed to

Thank you for bringing this consumer's concerns to our attentionHomeAway introduced a service fee in February The service fee is currently launched on listings that were purchased through VRBO, HomeAway and VacationRentals.comTo read more about what the service fee is and why we introduced it, see this article: https:// [redacted] This fee covers the cost of providing 24/customer support, enhanced site and mobile features for both owner and travelers, plus expanded marketing efforts to generate more exposure to global audiencesAdditionally, when a traveler books and pays through HomeAway, they are eligible for the Book with Confidence Guaranteehttps:// [redacted] Whenever a service fee is collected for a booking, it is only eligible to be refunded if the entire booking is canceled and fully refundedWe do hope this information helps explain the intent of the traveler service fee on HomeAway and why it is unable to be refunded in this consumer's situation

HomeAway is an online marketplace that helps connect travelers to the perfect vacation rentalHomeAway has a service fee that is charged to travelers to help cover the costs of operating our websites for owners and travelersSome of the costs to run HomeAway include: facilitating secure transactions, developing our products and services, and providing 24/customer service for both travelers and ownersThe service fee is a percentage of the total amount of the reservation, excluding taxes and refundable feesThe service fee is between 5-12% for most bookings but can be above or below, based on the amount of the reservationThe percentage rate may change from time to timeGenerally, the higher the reservation amount, the lower the percentage of service fee

This complaint is not against HomeAway IncWe cannot comment on this consumer/traveler’s complaint, because it appears that this complaint is not with our online advertising service, but appears to be the result of a marketplace transaction between this consumer and the owner or manager of an individual vacation home rented by that owner or manager to the publicWe are in no way a party to the agreement or contract between this consumer traveler and the owner manager, and cannot solve this consumer’s complaintOur advertising service is an online site for owners to advertise and travelers to find vacation homes to rent, but we are never involved in the transaction between the traveler/consumer and the landlord/property managerSee the Terms and Conditions below that the consumer/traveler and landlord/property manager agreed to about our role hereTherefore, this complaint is incorrectly being associated with HomeAway Inc, and it should be associated with the landlord/property managerSection of our Terms and Conditions http://www.homeaway.com/info/about-us/legal/terms-conditions: “The Site is a Venue and We are Not a Party to any Rental Agreement or other Transaction Between Users of the Site.We urge all users to be responsible about their use of this Site and any transaction entered into as a result of either listing a property or renting a propertyWe do not own or manage, nor can we contract for, any vacation rental property listed on a SiteHomeAway.com and other Sites act as a venue to allow homeowners and property managers who advertise on the Site (each, a “member”) to offer for rent in a variety of pricing formats, a specific vacation or short term rental property to potential renters or renters (each, a “traveler” and, collectively with a member, the “users”)"Members" may also include property owners or managers who originally advertised their properties on another website and their listings have been redistributed on the SiteWe also may offer online booking or other tools or services to allow users to communicate with each other and enter into rental agreements or other transactionsWe are not a party to any rental or other agreement between usersThis is true even if the Site allows you to book a rental or provides other ancillary products or services, as the Site may facilitate booking a rental or other tools, services or products, but we are not a party to any rental or other agreement between usersAs a result, any part of an actual or potential transaction between a traveler and a member, including the quality, condition, safety or legality of the properties advertised, the truth or accuracy of the listings (including the content thereof or any review relating to any property), the ability of members to rent a vacation property or the ability of travelers to contract for properties are solely the responsibility of each userYou acknowledge and agree that you may be required to enter into one or more separate agreements, waivers or terms and conditions prior to making a booking or purchasing a product or service and may place additional restrictions on your booking, product or serviceWhile we do take certain measures with a goal to assist users to avoid potentially fraudulent or other illegal activity of which we become aware, we assume no liability or obligation to take any such measures or actionsWhen we provide warnings or messages to users about any such activity, we do not warrant that such messages are accurate or that such messages will reach any or all users they should have reached in a timely manner or at all or that such messages or measures will prevent any harm or otherwise have any impact." According to our records this consumer also filed a formal property complaint against this advertiser (case# [redacted] ) As part of that formal complaint process we did reach out to the advertiser on behalf of this consumer in order to try to get the two parties to settle their disputeWe however do NOT mediate; we simply try our best to put the two parties together to work the situation out if possibleWe also closely monitor accounts that have had formal property complaints filedOur policy is to carefully document both sides of a dispute, and keep track of all complaints submittedWhen a pattern clearly develops where an advertiser is causing problems for our travelers, we do not hesitate to remove that member from our siteI assure you we have taken the appropriate action in regards to this complaint

This complaint is not against HomeAway Inc.The consumer suggests that the advertiser may be fraudulent This is not the case - the owner or manager of the rental home has been advertising on our website since and has received good reviews in that time We cannot comment on this consumer/traveler’s complaint, because it appears that this complaint is not with our online advertising service, but appears to be the result of a marketplace transaction between this consumer and the owner or manager of an individual vacation home rented by that owner or manager to the publicWe are in no way a party to the agreement or contract between this consumer traveler and the owner manager, and cannot solve this consumer’s complaintOur advertising service is an online site for owners to advertise and travelers to find vacation homes to rent, but we are never involved in the transaction between the traveler/consumer and the landlord/property managerSee the Terms and Conditions below that the consumer/traveler and landlord/property manager agreed to about our role hereTherefore, this complaint is incorrectly being associated with HomeAway Inc, and it should be associated with the landlord/property manager.Section of our Terms and Conditions http:// [redacted] “The Site is a Venue and We are Not a Party to any Rental Transaction.We urge all users to be responsible about their use of this Site and any transaction entered into as a result of either listing a property or renting a propertyWe do not own or manage, nor can we contract for, any vacation rental property listed on the SiteInstead, the Site acts as a venue to allow homeowners and property managers who advertise on our Site (each, a “member”) to offer for rent in a variety of pricing formats, a specific vacation rental property to potential renters (each, a “traveler” and, collectively with a member, the “users”)We are not involved in any transaction between travelers and members even though we may from time to time provide tools that relate to a booking, such as a tool to enable a traveler to enter into a transaction to lease a specific property directly from a memberAs a result, any part of an actual or potential transaction between a traveler and a member, including the quality, safety or legality of the properties advertised, the truth or accuracy of the listings (including the content thereof or any property or guest book review), the ability of members to rent a vacation property or the ability of travelers to pay for vacation rental properties are solely the responsibility of each user.We are also not responsible for the condition of the vacation rental properties listed on our Site or the compliance with laws, rules or regulations that may be applicable to any vacation rental property in any jurisdiction.Finally, while we do take certain measures with a goal to assist users to avoid potentially fraudulent or other illegal activity of which we become aware, we assume no liability or obligation to take any such measures or actionsIn the event we do provide warnings or messages to users about any such activity, we do not warrant that such messages or accurate or that such messages will reach any or all users they should have reached in a timely manner or at all or that such messages or measures will prevent any harm, result or action."According to our records this consumer also filed a formal property complaint against this advertiser (case# [redacted] ) As part of that formal complaint process we did reach out to the advertiser on behalf of this consumer in order to try to get the two parties to settle their disputeWe however do NOT mediate; we simply try our best to put the two parties together to work the situation out if possibleWe also closely monitor accounts that have had formal property complaints filedOur policy is to carefully document both sides of a dispute, and keep track of all complaints submittedWhen a pattern clearly develops where an advertiser is causing problems for our travelers, we do not hesitate to remove that member from our siteI assure you we have taken the appropriate action in regards to this complaint