The Duct Cleaning Pros

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

Thank you for bringing this consumers complaint 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:
***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.https://help.homeaway.com/articles/What-is-the-Book-with-Confidence-Gu...⇄ to our records this consumers listings VRBO # *** and *** have been posted back on the site as of 7/11/date of this complaint, so it would appear this matter has been resolved.Thank you!!*** *** Trust & Security Supervisor | HomeAway, Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regarding this complaint, please be advise that I have finally received a full refund from HomeAway.comThank you, *** ***

Complaint: ***
I am rejecting this response because: You do not get to imply there was something listed on my computer screen at the time of booking that then disappeared without any trace of a charge Homeaway never sent me any record (email or documentation on the Homeaway website detailing bookings) of the charge I have since challenged the charge on my credit card and they reimbursed me So I am closing the case However, I believe the original charges were illegal and I will not be booking or recommending booking through Homeaway in the future
Regards,
*** ***

Thank you for bringing this consumers concerns to our attention.According to our records we do see that this consumer has a case in with our technical support team (case#***) for assistance with this matter.We do apologize for the delay, however our technical team does work on cases in order
We have escalated this consumers case and our technical team will be reaching out to this consumer shortly.Thank you for your patience

Complaint: ***
I am rejecting this response because: you do not take responsibility; however you do take money So that's telling me that you care nothing about the customerDon't worry about itI will continue to blog about your company and advise people to book hotels and avoid sites like HomeAwayHave you ever heard of respondeat superior? Look it up and yes I have legal degree!
Regards,
*** ***

Thank you for bringing this consumer's concerns to our attention.This consumer appears to be unclear on our Service Fee, which is charged to all consumers who use our siteHomeAway 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: ***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.***

Complaint: ***
I am rejecting this response because: My credit card charge was made to Home Away and the damage deposit refund was also from Home Away All correspondence was from Home Away
Regards,
*** ***

Thank you for bringing this consumers concerns to our attentionWe are sorry to hear about their negative experienceWe are working closely with this consumer to get this resolved as quickly as possibleOur records do indicate we have been in contact with this consumer as recent as yesterdayWe
have attempted to expedite this issue and will continue to do all that we can to get this resolved as quickly as possible

Thank you for bringing this consumers concerns to our attention.We are sorry to hear about this consumers experience with a HomeAway rental property, and we appreciate the time and effort made to communicate this unfortunate situationWe would like to assist and have created an internal case for
this traveler (case#***)We do need additional information from the consumer to better understand their negative experienceIn order to further investigate this matter we ask that they contact us and reference the case number provided and please supply us with the information regarding the property they bookedWe will need a listing number or an owners name and contact detail to determine if they in fact were not made aware of the Traveler Service Fee that is applied to all rentals booked through HomeAway.Thank you, and we look forward to hearing back from this consumer

This complaint is not against HomeAway Inc 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://www.homeaway.com/info/about-us/legal/terms-conditions: “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 jurisdictionFinally, 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#17997340) 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

According to our records this consumer did contact us in case #***It appears that the renter (owner) was set up for online payments, however there was an issue and they needed to work with Yapstone our third party credit card processing company for which they have an account withYes there
was a delay, and we certainly apologize for any inconvenience that this causedHowever it was not due to any fault of HomeAway, this issue was between the owner and their ability to work with YapstoneAccording to our records we do see that this matter has since been resolvedAgain we are so sorry for the frustration and inconvenience

Every day HomeAway works diligently to make the site safe for both owners and travelersAlthough live fraud rarely happens on our site, our Trust & Security Team identified this listing and moved swiftly to remove it from our site and send traveler notifications to anyone who inquired on this
property immediatelyRest assured that we have put preventive measures in place so that the individual will not be able to use our site in the futureHomeAway, Incbeing an internet based business has both programs and educational materials in place for our site users to protect themselvesWe strive to inform and encourage our travelers to protect themselves in various waysUpon inquiring each traveler receives instruction on the safest payment methodsTravelers also are encouraged to buy the HomeAway Carefree Rental GuaranteeTerms & Conditions of the HomeAway Carefree Rental Guarantee: http://www.homeaway.com/guarantee/tac.htmlWe also direct each inquirer to learn more about renting safely from our Security Center at: http://www.homeaway.com/info/security?Owners In the rare event that a traveler has fallen victim to fraud and has not protected themselves we do have a program in place called the Basic Rental GuaranteeThis program will reimburse an unprotected traveler up to $of their lost fundsAccording to our records this consumer may qualify for the Basic Rental Guarantee and we do show this traveler has a case with us (case#15574828) This consumer may be applicable for the Basic Rental Guarantee, please have the consumer reach out to us with this case number and we can move forward.Again, we apologize for the inconvenience and we hope you will continue to use HomeAway.com for your vacation rental needs

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
My complaint #*** has been resolved. The property owner finally sent my husband and I our refund check in the amount
of $200. Thank you, *** ***
Regards,
*** ***

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

Thank you for bringing this consumers concerns to our attention We are terribly sorry for the time it has taken to get this matter resolved for the consumerAt this time, as a chargeback has been done and the consumer has the funds back on the credit card, we are unable to refund the $
If the credit card is not able to retain those funds from the chargeback process we will be more than happy to refund the payment amount in full, including the service fee We are sorry for any inconvenience this may have caused

Thank you for bringing this consumers concerns to our attention. This consumer has a case with us, case# ***. This complaint is not against HomeAway Inc. 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://www.homeaway.com/info/about-us/legal/terms-conditions: “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 property. We 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 transactions. We are not a party to any rental or other agreement between users. This 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 service. 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 actions When 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#***)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

Thank you for bringing this consumers concerns to our attentionWe do see that this consumer had an issue with the rates he has on his listing not aligning with what he may have quoted outside the systemThis issue is easily remedied by the consumer correcting his rates matrixOur customer
service will be happy to help him with that. He also can accept alternate payments we do not force any owner to accept online payments that do not want toWe offer the use of online payments as in today's market, our travelers do feel more secure with using their credit card, but that is entirely up to the consumerhttps://help.vacationrentals.com/articles/How-do-I-manage-my-accepted-pa...⇄ Thank you, *** *** | Trust & Security Lead

Dear *** ** **,A gentle follow up to my recent complaint against Homeaway - my e-mail below is still unansweredFrom this point forward I also need you to omit any reference to the property and property owner in all further correspondence as this complaint is between *** *** and
HomeAway I look forward to your urgent action pleaseKind regards*** ***

Thank You for bringing this consumers issue to our attention. The traveler has contacted us in regards to this situation on Case ***This is a situation that the consumer would need to reach out to our third party payment processor, Vacation Rent Payment If you have any questions about a chargeback, you will need to contact your payments vendor or financial institutionIf you use HomeAway Payments, contact VacationRentPayment at 1-*** They are open hours a day, days a weekEmail support is available at ***HomeAway Customer Support will not be able to assist in this matter. We apologize for any inconvenience this may have caused