The Duct Cleaning Pros

Thank you for bringing this consumer’s concerns to our attention.This consumer was attempting to retract a review from a property they stayed at, but was not following the steps we require in order to do so properly. The request to retract a review must come directly from the email used to create...

the review in the first place, and they were instead including all possible source emails in the body of their email request.We did receive a proper request from the correct email address on 8/1/2016, and the requested review was removed on 8/3/2016. As this was the basis for the consumer's complaint, we now consider this matter resolved.

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 24/7 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, 2016. The information can also be found on this webpage:https://[redacted]Based on customer feedback, CEO [redacted] wrote an open letter to owners and property managers. The 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.

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://www.homeaway.com/guarantee/tac.html.We also direct each inquirer to learn more about renting safely from our Security Center at:http://www.homeaway.com/info/security?OwnersIn 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.According to our records this consumer does qualify for the Basic Rental Guarantee and has been reimbursed the maximum allowed though this program in case#[redacted].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...⇄ 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.   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:    https://help.homeaway.com/articles/What-is-the-service-fee-and-how-does-it-work   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.   https://help.homeaway.com/articles/What-is-the-Book-with-Confidence-Guarantee   We do hope this information helps explain the addition of the traveler service fee on HomeAway.

HomeAway Payments is our secure payment platform that allows you to take advantage of Visa, Mastercard and Discover processing. This service is optional for subscription listings and required for pay-per-booking listings.The payments are processed by a company we have partnered with called...

VacationRentPayments (also known as YapStone).  When a traveler makes a payment, and the booking is confirmed, the money is deposited to VacationRentPayments (VRP). The funds are then disbursed into your account depending on the payment service you are on.If a traveler inquires on a subscription listing and confirms that they would like to book, you may generate a manual payment request with a quote from the Reservation Manager in your dashboard. Traveler payments are disbursed one day after payment is made and should be available in your bank account 5–7 business days later. If a traveler inquires on a pay-per-booking listing and confirms that they would like to book, you may generate a manual payment request with a quote from the Reservation Manager in your dashboard. When you click Book it, the pay-per-booking fee details are included. Your  payment is disbursed one day after check-in and should be available in your bank account 5–7 business days later. Please note for a first time user of the Check-in Payment Service, your very first traveler payment through our system is disbursed to your bank account one day after your traveler’s scheduled check-in date or 30 days from the date of your traveler's payment, whichever date is later. Please note any other payment(s) made in the interim will also be disbursed with the initial payment.HomeAway is not part of the booking process and is not responsible for whether or not a traveler should be refunded.  That is between the traveler and the advertiser of the property.  If the consumer does not wish to purchase a subscription for their listing, we recommend that they contact VRP to see if they can offer any further assistance.  Their customer support phone number is [redacted]

Complaint: [redacted]
I am rejecting this response because it does not address my complaint, at all.  I have paid for a service, and the agreement of that service has changed wrongfully.
Regards,
[redacted]

Thank you for bringing this consumers concerns to our attention. According to our records we do show that we have worked with the consumer and owner regarding this issue in case [redacted]. We also can tell you that this unfortunately was a uncommon technical issue which honestly was not anyone's...

'fault' per se. We worked with our tech team and according to the latest notation on this matter the remaining refund was issued on 5/12/2017 (reference case [redacted]). We apologize for this consumers frustration and the much longer than normal resolution time.

We are sorry this consumer feels this way.  Our #1 goal at HomeAway is to drive more bookings to our owners and property managers. Your success is our success, as it has always been in this business.  The service fee was introduced to enable us to continue to provide what we think is the best option for property owners and managers to advertise their properties.  We hope this consumer will continue advertising on the site.

We thank this consumer for his feedback.  The decision as to where payments made through the site are processed is not HomeAway's to make.  We will pass his comments to the relevant departments to see if additional wording can be added to the website.

Complaint: [redacted]
I am rejecting this response because:
I had several conversations over the phone with Homeaway's customer service department and Homeaway opened a case and assigned a case number to my complaint.  To me, this validates that Homeaway was ready to take action to resolve the issue of a fraudulent advertiser.On the Homeaway website home page, it is clearly stated "Book and stay with confidence.  Secure payments, peace of mind".  Homeaway is very clear on the following link:  [redacted]"The Basic Rental Guarantee from HomeAway guarantees a traveler's payment of deposits or rental fees up to $1,000 for vacation rental properties advertised on the HomeAway.com, Inc. community of websites. This program is intended to provide protection against internet fraud for payments made outside the HomeAway platform."Homeaway's advertiser, [redacted], recently told me that I was not in his reservation book, after I had made several calls and emails and was confirmed by Mr. [redacted] earlier in the year.  Mr. [redacted] also told me that I had never sent him a deposit.  I did receive proof of deposit, which I had sent a copy to Homeaway.  Homeaway continues to advertise Mr. [redacted]'s villa despite Mr. [redacted]'s fraudulent activity.I feel that I am well in my rights to be reimbursed $300 from Homeaway.Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:HomeAway has been notified over three years time repeatedly of both double and triple billing.  Last week I spoke again with a CS Rep who stated that my account was "a mess" and that it was way above her head to fix it.  The tech guy stated (I spoke with 5 that day) that I had NO WAY to turn off repeated billing as on my end, I can't see it- it doesn't exist on my user end- only on the Homeaway end.  Even if I log in to Vacationrentals.com, only Homeaway billing shows up- NONE of these charges ($249 X3 for 3 years) even shows in the records.  It circles back to Homeaway.  Aside from the promised "fixed will never happen again" and YES, token responses (offers of free months for the inconvenience) it continues to happen.  I have not requested free months, you owe the return of money that simply is not yours to take.  IN addition, you were billing me over $1800 for the honor of having a listed "platinum" listing for each of our three listings!  So no, your list of "tokens" in no way adds up to what we have spent with you over the years. You are talking about spending nearly $7000.00 per year with your company! 15 years.What is happening here is simply wrong, and I have provided screenshot after screenshot and emailed documentation from Homeaway that shows what has happened - and is continuing to happen with your company.The "Canada Stays" Conversation most definitely happened.  I was told that they were your partner but did not have permission to scrape our listings. However you did not buy the company.   I just got more than 2 dozen requests for New Years Eve through this website when it hasn't been available for months. They made another booking that was rated correctly when scraped from Homeaway,but they posted it in Canadian Dollars and now want me to honor it.   I just had to call them and now they are opening "a case" which is completely absurd at this point for a company and website I have never heard of until any of this happened and I did not give permission to use our details.  YOUR PARTNER. Your partnering and merging with other companies has been sloppy and haphazard and blames the customer/ owner for your very expensive mistakes.The money you've taken has not been approved, agreed to or given option to opt out.  There is nowhere on the website that allows it or even shows it is happening. There are many records, but not a single transaction or invoice for these three repeat charges and/ or listings totaling $750 per year.Please refer to submitted documentation of my view in the website.  Therefore, it is impossible to "take responsibility".   This was all apparently taken care of by your "consolidation Specialist" back in 2013. You should have pride in your company and how you treat owners that have been with you for 15 years.  Now you;ve sold everything to Expedia and I would expect that the "caring" has reduced even further to do the right thing and figure out what actually happened, rather than blame a long time customer who has invested tens of thousands of dollars and hundreds of hours into helping you "figure out" what happened over and over and over again with your various "teams".HomeAway Customer Support<[redacted]>5/27/13tomeDear [redacted],Thank you for contacting HomeAway Customer Support. This email is to confirm that your listing is showing up on the site now. We do apologize for the inconvenience. Your case number for merging your accounts is #[redacted]If you need further assistance, please feel free to visit our Help site at:[redacted]Thank you for using HomeAway— the world's most trusted online vacation rental marketplace.Best regards,[redacted]HomeAway Customer Support Representative-----------------------------------------Your Case Description:5/20[redacted]It is taken secretly, and without documentation.Aside from the above, it is most definitely a legal issue- charging customers more than once for the exact same service.  If you don't want to acknowledge this issue and rectify it, I will pass it on the oversight bodies that care about protecting consumers. This call again, confirmed this issue.  rom:HomeAway Customer Support<[redacted]>to:"[redacted]" <[redacted]>date:Fri, Jan 1, 2016 at 2:00 PMsubject:Thank you for using HomeAway Customer Supportmailed-by:homeaway.comfrom:HomeAway Customer Support<[redacted]>to:"[redacted]" <[redacted]>date:Fri, Jan 1, 2016 at 1:07 PMsubject:We have received your support request ref:[redacted]signed-by:We are no longer monitoring this email address for new support requests.If you are contacting us about an existing support issue, please reply directly to the last message you received from our Customer Support Representative. When doing so, be careful not to change the Subject line of your email, as it contains valuable information to help route your reply. If you are seeking support for a new issue, please navigate to the appropriate Help Page below to search for a solution. If you are unable to resolve your issue, click the Contact Us link on our help pages to reach a Customer Service Agent. [redacted]We appreciate your business and look forward to assisting you!On Dec 24, 2015, at 2:19 PM, [redacted]> wrote:Happy Holidays!!I will be out of the office December 21st - 25th and returning on the 28th.If you need immediate sales assistance, you can call [redacted]. If you need customer support assistance, you can call [redacted]Thank you,[redacted]HomeAway Inc.Best,HomeAway Customer Support  
Regards,
[redacted] HomeAway Customer Support[redacted]8/26/13tome[redacted],The image you sent me of the Recent Activity tab displaying the Error messages and loading is a known defect on that tab.Our development team has been made aware of this issue and they are working on releasing a fix for it as soon as possible.However, this does not affect in any way your inquiries and them displaying on your Dashboard. It is just affecting that Recent Activity tab and its ability to show you the recent inquiries that have come in.If you get a SMS notification that you have an inquiry and go to your Dashboard. If you click on Inquiries under the Reservation Manager section of My Tools, you will see the inquiry displaying in your Inquiries section. There should be no delay and you should see them there right away.In regards to your mobile app not displaying all your properties. If you are using an android based device, that may be why you are experiencing the issue. They are currently re-developing the mobile app for android to address a number of major issues.  HomeAway Customer Support<[redacted]>6/28/13tomeDear [redacted],Thank you for contacting HomeAway Customer Support. I got some guidance on the final item we spoke about this morning. You have a VRBO listing already existing for the Homeaway property we renewed today. As of now, you'll stil have to edit these listings separately. In order to get these consolidated so you only have to log into one account to make edits, you will need to speak with one of our consolidation specialists. You can call them at your leisure at [redacted] and they will walk through the process with you, making sure that no information is lost when the listings are combined.If you need further assistance, please feel free to visit our Help site at:[redacted]Thank you for using HomeAway— the world's most trusted online vacation rental marketplace.Best regards,[redacted]HomeAway Customer Support Representative

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.
Regards,
[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. To 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 24/7 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. https://[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 refunded. We 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.

Thank You for bringing this consumer's concerns to our attention.  As of 10/13/2017, the listing in question has been removed from our site. We addressed this with the consumer in case ([redacted]). We apologize for any inconvenience this may have caused and please don't hesitate to reach out to...

us with any further questions.

Complaint: [redacted]
I am rejecting this response because:Dear Sherrie,I want to respond to Homeaway's response.When I booked the reservation on their website, they advertised "Book with confidence guarantee". In the fine print of this guarantee, states, if the property owner/manager cancels your reservation, they will find you another place to stay. I was notified by [redacted], the property owner, that he gave away our first night reservation, when I was within 2 hours of reaching the destination. I contacted VRBO/Homeaway to advise them of what the property owner had done and their response was to contact the owner back and it was the weekend and they couldn't do anything about it. Now here I am, within 1 hour of my destination, and I (and my daughter and grandchildren) have nowhere stay. HOW WAS THE BOOK WITH CONFIDENCE GUARANTEE, HONORED?? Yes VRBO/HOMEAWAY IS RESPONSIBLE. This is why I want my money back, because they and [redacted] ruined my vacation.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:On 2/14/2017 @ 4:30pm I recieved an email from [redacted] at the Security's department from home away stating that I was required to...

submit more documents pertaining to issuing my refund. A copy of my husband's license, the bank denial letter and rental contract if applicable. I uploaded those items to the link provided at 5:37pm on 2/14/2017. I then e-mailed [redacted] with these items attached as well as called the customer service line, for which has been of absolutely no help this entire process. So as per your response to my submittance of documents, it was within the 6 month time frame. Regards,
[redacted]

Thank you for bringing this consumer’s concerns to our attention.We are sorry to hear about your experience with this property and appreciate the time and effort made to communicate this unfortunate situation.According to our complaint process, we have taken the following...

actions:             We recorded your report as a formal complaint on this vacation rental owner's or property manager's account.             We forwarded the details of this complaint to the owner or property manager in order to give them an opportunity to respond.When we receive complaints, we encourage both parties to work toward a mutual resolution. Per our Terms of Use, we are an online marketplace that brings owners and travelers together. Our procedure is to note both sides of the situation and offer support to travelers through our Book with Confidence Guarantee™ from HomeAway in case no resolution can be found.To benefit from the Book with Confidence Guarantee™ the steps to follow are:     Contact the vacation rental owner or property manager directly regarding the issue. Be sure to document all attempts you make to contact the owner or property manager (phone, email, letters) in writing.    If you are still unable to gain assistance from the owner or property manager, please contact the payment provider you used for payment to inquire about options for the return of your funds. If your payment provider cannot provide assistance with reimbursement, they will need to provide you with a written statement.    If no mutual resolution is found and your payment provider is not able to return your funds, please contact our Trust & Security Department and reference case [redacted] so that we may help you open a claim for possible reimbursement.  We encourage you to review the terms and conditions of the Book with Confidence Guarantee™ from HomeAway® to determine if your circumstance qualifies: [redacted]

From: [redacted] Sent: Thursday, April 27, 2017 6:59 PM[redacted]Subject: RE: Revdex.com Complaint #[redacted]Hi Luisa,Can you please post the following reply to Revdex.com Complaint #[redacted]Thank you for bringing this consumers concerns to our...

attention.According to our records this consumer contacted us in case #[redacted] regarding this matter. The $25 was a service fee charged to this consumers guest, it was not charged to this consumer. We cannot refund the consumer for this charge as HomeAway did not charge them for it. This consumer is also asking for us to assist with bank charges that they incurred. We also are not responsible for any bank charges that this consumer may have sustained from returned items.Thank you,
[redacted] 
[redacted] [redacted] [redacted] [redacted] [redacted] This electronic communication (including any attachment)  is confidential.  If this communication is addressed to any HomeAway personnel or legal counsel, it is also attorney-client privileged.  If you are not an intended recipient of this communication, please be advised that any disclosure, dissemination, distribution, copying, or other use of this communication or any attachment is strictly prohibited. If you have received this communication in error, please notify the sender immediately by reply e-mail and promptly destroy all electronic and printed copies of this communication and any attachment.

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:   [redacted]   This 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.

Thank you for bringing this consumer’s concerns to our attention.Per HomeAway’s policy, listings cannot be transferred to another party. To support our commitment of providing a trustworthy marketplace, HomeAway requires that new management create a new account and listing number, and for the new...

management to build a listing that reflects the current property details. In the event of a property sale or change in property management, HomeAway can provide guidance on options for creating a new listing.Requests for updates to bank account information due to a sale of property or change in property management may be revoked. Any such request is solely addressed by VacationRentPayment, a 3rd party payment processing service. Payment disbursement is also handled solely by VacationRentPayment, and HomeAway Inc. is not able to provide assistance in recovering payments not disbursed as a result of incorrect account or listing transfer.One can contact VacationRentPayment about electronic payments or merchant accounts at [redacted], 7 days per week, 24 hours a day. Email support is available at [redacted] View a copy of the VacationRentPayment Client Service Agreement here:[redacted]