The Duct Cleaning Pros

We appreciate this consumer's comments and their business Our #goal at HomeAway is to drive more bookings to our owners and property managersYour success is our success, as it has always been in this businessThe vacation rentals industry is shifting and they are now considered a
mainstream travel option. As a consequence, travelers are expecting more.The service fee is a fee charged to the traveler and is calculated on a sliding scale of 4% to 9% of the rental amount, excluding the deposit or taxesThe charge applies to the cost of the rental and will not exceed $The service fee helps 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.Additionally, travelers that book and pay through HomeAway are eligible for the Book with Confidence Guarantee.More information about the fee can be found at these links:https://help.homeaway.com/articles/What-is-the-service-fee-and-how-does-it...⇄ hope this consumer can see the benefits and continues to advertise with us

Thank you for bringing this consumers concerns to our attentionAccording to our records we have been working with this consumer directly in (case# ***) The issue stemmed from the consumers advertisements being identified as being out of complianceWhen this occurred, we reached out to
the consumer directly with instructions on how they must adjust their listings/ accounts accordinglyThis consumer completed this process on 8/22/According to our records this matter has been resolved

Complaint: ***
I am rejecting this response because: This is not a response to my direct concern of being charged an annual fee as well as commission just to receive my payments This change from the annual fee to commission was not explained to me correctly and therefore I based my decision on misinformation This response is a copy and paste, not a personal response to my individual dispute Your terms are very misleading and confusingCustomer service is also giving out misinformation
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I was not given the terms and conditions of my trip until days after my money was taken for this property stayI do not accept that I am held to terms you did not make clear to me before or at the time of purchaseRefund my money.
Regards,
*** ***

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 managerThis 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://*** “The Site is a Venue and We are Not a Party to any Rental TransactionWe 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." We encourage this consumer to contact us to file a formal property complaint against this advertiserAs part of that formal complaint process we 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 site

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***,
I can't at this time say this has been resolved because I haven't received my payment in full. Again, having received separate credits to my account when I paid in full is unacceptable. I asked to be contacted after 5:30pm by management the last day I spoke with a HomeAway representative to address the issue and instead received a voicemail on my home phone prior to 5:when I got home from work. I didn't bother calling back, I won't know if the issue will be resolved for another to business days. That will be around days to receive a full refund
Regards,
*** ***

Thank you for bringing this consumers concerns to our attentionAccording to our records we have been assisting this consumer in case# ***7.We certainly do apologize for this consumers negative experience, however please understand that HomeAway is in no way a party to the agreement or contract
between this consumer traveler and the owner managerOur advertising service is an online marketplace 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 managerAs of 11/21/we just sent this consumer final documents to assist them with reimbursement process

HomeAway.com strives to provide a secure online marketplace for owners to advertise their vacation rental properties and for travelers to research an extensive catalog of rental optionsHomeAway has invested in trust & security technology, people and processes to help protect consumers against
criminal activity on our sites This consumer/traveler unfortunately has been the victim of what is referred to as phishingPhishers are individuals, or small groups, who execute phishing schemes in an attempt to steal identities or information for monetary gainThe advertiser/vacation rental owner or property manager’s personal email account or HomeAway account credentials had been phished When we learn of a phish attempt of our advertiser/vacation rental owner or property manager’s email account or their HomeAway account our Trust & Security team takes immediate action by temporarily deactivating their vacation rental listing(s) locking their account down and putting them through a security process by which they must update all of their account detailsWe also immediately send out messaging to any travelers who may have inquired on their listings to protect any travelers from falling prey to a phisher Phishing is one of the most common internet scams; HomeAway, Incbeing an internet based business has both programs and educational materials in place for our site users to protect themselves against phishingWe strive to inform and encourage our travelers to protect themselves in various waysUpon inquiring each traveler receives instruction on the safest payment methods to useThey also are instructed to call the advertiser prior to sending any moniesWe also direct each inquirer to learn more about renting safely from our Security Center at: http://www.homeaway.com/info/security?Owners In the event that a traveler has fallen victim to phishing we do have a program in place called the Basic Rental GuaranteeThis program will reimburse an unprotected traveler up to $of their lost funds According to our records this consumer does qualify for the Basic Rental GuaranteeThis consumer was sent the necessary information to file for reimbursement under the Terms of the Basic Rental Guarantee in our internal case# To review the Terms and Conditions of the Basic Rental Guarantee please visit this link: http://www.homeaway.com/info/about-us/legal/terms-conditions/basic_rental_guaran...⇄ Again, we are so sorry to hear that this consumer was affected by this most unfortunate situation

Hi [redacted],   Here is our formal reply to Complaint # [redacted]   -------------------------------------------------------------------------   Thank you for bringing this consumers concerns to our attention.   We can certainly understand this consumer’s frustration with this...

matter. The issue arose as the property/owner or property manager of the original villa that was booked no longer advertises on our site, and as such we had no way of knowing if this property was still going to be available for this consumer on the desired dates.   This consumer was qualified for assistance through our Book With Confidence program. With that being said there were a few hurdles to get through with trying to book a replacement property for this traveler. This consumer worked very closely with Donna in Trust & Security.   The replacement booking was finalized on 7/15/2016 and the consumer was notified that HomeAway has paid for and booked a replacement property for her traveling party.   We apologize for the frustration over this matter and do wish the consumer a fantastic wedding and trip to Spain.   --------------------------------------------------------------------------   Thank you,   [redacted] | Trust & Security Lead [redacted]

Thank you for bringing this consumers concerns to our attention. We have searched our database for this consumers email address [redacted], phone [redacted] and are unable to locate an account for this consumer. In order for us to correctly respond and research this matter we...

would need the email address used on the consumers account with us, and/or the property listing number in question.

HomeAway.com strives to provide a secure online marketplace for owners to advertise their vacation rental properties and for travelers to research an extensive catalog of rental options. HomeAway has invested in trust & security technology, people and processes to help protect consumers against...

criminal activity on our sites.This consumer/traveler unfortunately has been the victim of what is referred to as phishing. Phishers are individuals, or small groups, who execute phishing schemes in an attempt to steal identities or information for monetary gain. The advertiser/vacation rental owner or property manager’s personal email account  or HomeAway account credentials had been phished.When we learn of a phish attempt of our advertiser/vacation rental owner or property manager’s email account or their HomeAway account our Trust & Security team takes immediate action by temporarily deactivating their vacation rental listing(s)  locking their account down and putting them through a security process by which they must update all of their account details. We also immediately send out messaging to any travelers who may have inquired on their listings to protect any travelers from falling prey to a phisher. Phishing is one of the most common internet scams; HomeAway, Inc. being an internet based business has both programs and educational materials in place for our site users to protect themselves against phishing. We strive to inform and encourage our travelers to protect themselves in various ways. Upon inquiring each traveler receives instruction on the safest payment methods to use. They also are instructed to call the advertiser prior to sending any monies. Travelers also are encouraged to buy the HomeAway Carefree Rental Guarantee.Terms & Conditions of the HomeAway Carefree Rental Guarantee: http://[redacted]We also direct each inquirer to learn more about renting safely from our Security Center at:http://[redacted]In the event that a traveler has fallen victim to phishing and has not protected themselves we do have a program in place called the Basic Rental Guarantee. This program will reimburse an unprotected traveler up to $1000 of their lost funds.To review the Terms and Conditions of the Basic Rental Guarantee please visit this link:http://www.homeaway.com/info/about-us/legal/terms-conditions/basic_rental_g...⇄ will ask one of our Trust & Security representatives to reach out to this consumer to offer some assistance as well.Again, we are so sorry to hear that this consumer was affected by this most unfortunate situation.

Thank you for bringing this consumer’s concerns to our attention.Any changes in the performance of this consumer's rental property and search results are most likely due to a new and improved search result system called Best Match. This system is designed so travelers see more relevant listings when...

they search, and owners get more relevant booking requests that result in a successful booking. Best Match affects every owner differently, and there are many factors they have control over to positively impact their performance. For more information, see our Best Match FAQ here:https://www.homeaway.com/info/search-resultsThis change is universal to every consumer using our services. We hope this information helps to shed light on why we have made these improvements and how they benefit both the consumer and their travelers. If the consumer is wishing to have their subscription refunded, they should contact our Customer Support at 1-877-228-3145 so their request can be reviewed and processed.

Thank you for bringing this consumer's concerns to our attention.   HomeAway introduced a service fee in February 2016. The service fee is currently launched on listings that were purchased through VRBO, HomeAway and VacationRentals.com. When 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 24/7 customer support, enhanced site and mobile features for both owner and travelers, plus expanded marketing efforts to generate more exposure to global audiences. Additionally, 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.

Complaint: [redacted]
I am rejecting this response because: The service fee of $76 is already part of the $833.91 cost. They are double adding the service fee. This is the problem with this business, I am expecting them to do simple math. Go over the mail that I sent which clearly has the service fee as part of the $833.91 cost. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  This charge should be an option. The only reason they can charge it now is because they have purchased virtually every hosting website
Regards,
[redacted]

Thank you for bringing this consumer experience to our attentions.   Our records indicate a refund for $113.00 was refunded to the traveler. If this traveler has further concerns, please don’t hesitate to call us at [redacted]

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 public. We 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 complaint. Our 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 manager. See the Terms and Conditions below that the consumer/traveler and landlord/property manager agreed to about our role here. Therefore, this complaint is incorrectly being associated with HomeAway Inc, and it should be associated with the landlord/property manager.   Section 1 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 Site. HomeAway.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 Site. We 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 users. As 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 user. You 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."   We encourage this consumer to contact us directly to file a formal property complaint against this advertiser. As part of that formal complaint process we reach out to the advertiser on behalf of this consumer in order to try to get the two parties to settle their dispute. We however do NOT mediate; we simply try our best to put the two parties together to work the situation out if possible.   We also closely monitor accounts that have had formal property complaints filed. Our policy is to carefully document both sides of a dispute, and keep track of all complaints submitted. When a pattern clearly develops where an advertiser is causing problems for our travelers, we do not hesitate to remove that member from our site.

Formal Response to Revdex.com Complaint # 1[redacted] ------------------------------------------------------------ Thank you for bringing this consumer's concerns to our attention.   HomeAway introduced a service fee in February 2016. The service fee is currently launched on listings that were purchased...

through VRBO, HomeAway and VacationRentals.com. When 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 24/7 customer support, enhanced site and mobile features for both owner and travelers, plus expanded marketing efforts to generate more exposure to global audiences. Additionally, 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.       ------------------------------------------------------------     [redacted] Trust & Security Lead | HomeAway, Inc.

Complaint: [redacted]
I am rejecting this response because:My ad was not visible for FOUR MONTHS for people who selected specific dates. I was only extended for two months. Furthermore, I missed out on rentals I had in each of the previous three years due to this new rule change. This was a major problem with the web site that costs me thousands of dollars. To only extend my subscription two months is an insult. Also, nowhere was I notified or is it displayed, prominently or otherwise, that your listing won't show up if you don't update your calendar monthly. 
Regards,
[redacted]

It seems this consumer has not contacted us directly to file a complaint regarding this advertiser. We will reach out to them to begin the process. Their message states that they have contacted the advertiser but we do not see any messages on the reservation in our system where they indicate a...

desire to cancel. We recommend that the consumer also makes their issue clear on the reservation.