The Duct Cleaning Pros

Please see the attachment for our reply.

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 customer. There were no discount codes, as any discount was automatically extended to any eligible account and...

listing. He 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 him. Additionally, 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 invitation. Reviewing 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 one. The 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 team. After 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 available. The 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 contact. Finally, 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.

Complaint: [redacted]
I am rejecting this response because:Most of my customers did not make their reservations through HomeAway.  Making a reservation is the definition of booking, so you did not 'book' these guests for us.  They looked for a home via our resort and we provided a quote that they accepted and booked their reservation with us.  The only reason I add to HomeAway the customers that I booked through the resort is to keep the HomeAway site calendar up to date and to have all my content together for the few bookings I do through HomeAway.  And, rather than use PayPal, which people also trust, I thought they could also trust HomeAway, but you have no monopoly on trust and are not exclusively providing it.  When we agreed to the annual subscription and paid for the subscription the same services were in place and this fee to our guests (ultimately to us) was not disclosed.  We would likely not have subscribed again with this fee.  
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Though they did resolve it after I threatened to contact the legal department, you do have control over the emails, require that when they submit an email address that they get an email where they confirm ownership of the email, like every reputable business on the internet. 
Regards,
[redacted]

Due to a Revdex.com system issue, we were not provided with these complaints until over a year after the consumer registered the complaint.Based on the information provided by Mr [redacted] his complaint seems to be a request to opt out of our marketing.In the course of doing business with HomeAway, one will...

receive two types of emails from us."Operational" emails include notices about traveler booking inquiries and confirmations, subscription renewals, payment receipts, monthly statements, and other operational communications about using our sites or important updates. It is not possible to opt-out of these communications since they are essential to doing business with us."Marketing" emails include promotional opportunities and similar offers. He may change his email preferences and stop receiving marketing emails; however, we recommend he keep these enabled so that he does not miss out on valuable offers.Should he wish to stop receiving marketing emails, please visit [redacted] or follow the instructions below:1. Click Unsubscribe at the bottom of the marketing email.2. Click the appropriate brand.3. Enter your email address.4. Select Unsubscribe to Marketing Communications.5. Click Submit.Should he wish to start receiving marketing emails, please visit [redacted] or contact our Customer Support team and provide the email address you wish to opt in to marketing communications from us. Your request will be processed within two business days.If you do not currently receive communications from HomeAway at this time, including your monthly statement, contact our Customer Support team.We apologize this traveler became frustrated.  Our customer service agents are available to remedy situations like this 24/7 at [redacted]

Thank you for bringing this consumers concerns to our attention. According to our records we do show that this consumer had a policy violation which cause the removal of the listing on June 20, 2017. The listing was then corrected by the consumer on June 27, 2017 and has been online ever since....

In regards to the traveler payment and any holds that are placed on those payments the consumer would need to contact Yapstone/ Vacation Rent Payments at  ([redacted]. This is the company that this consumer signed up with to accept online credit card payments though our site. If the consumer would provide the traveler information for the online booking we would also be happy to look into it on this end to see if we can discern what is going on.

We apologize for the inconvenience that this has caused the inquirer. We processed the remainder of the refund $172.92 today January 31, 2018. The inquirer can expect the refund to post into their account within three to five business days. If the client does not receive their refund by the fifth...

business day, they will need to contact our third-party payment processor Vacation Rent Payment. They can be reached at [redacted]. There should be no further issues with the clients refund.

Thank you for bringing this consumer’s concerns to our attention.We cannot comment on this consumer/traveler’s complaint, because it appears the case ([redacted]) is still open and our Tech Support is currently working towards a resolution. We will contact this traveler once our Tech Support has been...

able to resolve their issue and refund has been issued. Once again, we appreciate you taking the time and effort to let us know about this situation.  We hope a resolution is reached shortly.

Thank You for bringing this consumers additional concerns to our attention. According to our records this traveler is working actively with our claims department in case# [redacted] regarding her request for reimbursement and we see that our last communication to this consumer was on 5/4/2016 and that it was forwarded to our Trust &Security Management team for final review and decision.

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]

We encourage consumers using our site as a traveler to post reviews about their experiences following their stay.  However, those reviews must meet the content and eligibility guidelines that we set out and we reserve the right to remove any reviews that do not meet them.We see that this...

consumer has contacted us to ensure that their review meets the necessary guidelines and a review that they have submitted is currently in moderation with our team.  As part of that process the advertiser is given an opportunity to read the review before it is posted and provide a response if they choose.  They are not able to edit the review in any way.  If approved, it may take up to a week for the consumer's review to appear on the site.

Complaint: [redacted]
I am rejecting this response because:i purchased cancellation insurance through HomeAway that refused to pay out for Hurricane Irma. 1)if your insurance will not cover the traveler, it should not be made available for purchase through your site and mobile app. 2)Just because you have the policy, it doesn’t mean that it is a good policy. Your “Booking with Confidence” is a scam, because I cannot be confidant in your services or customer service. 
Regards,
[redacted]

Reply to Revdex.com Complaint [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 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. This 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-workThi...⇄ 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-Gu...⇄ do hope this information helps explain the traveler service fee on HomeAway.

Thank you for bringing this consumers concerns to our attention. It appears we have tried to work with this consumer on this policy violation and multi unit language that appears on several of this consumers listings. The internal case to reference is [redacted]. Our policy is one listing per...

one property. We cannot allow listings to be a generalization for multiple properties that the consumer may have in his inventory. We also called this consumer back according to our records several time in mid-June 2016. At this point it would be best to have this consumer call us, reference the case#[redacted] and we can walk them through updating the listings in question.

Thank you for bringing this consumers concerns to our attention.According to our records we have been working with this consumer in case # [redacted]. According to our records the offending listing was taken down per our procedure of verifying rightful ownership.

Thank you for your additional concerns. We again apologize for the inconvenience of receiving emails in error. The matter has been corrected and this consumer can simply delete these emails. We do not yet have a system in place to confirm an email address.

Thank you for bringing this consumers concerns to our attention.Travelers have repeatedly told us that they expect a more convenient booking experience, and that trust is a critical factor in their decision to book a vacation rental.  Our user research also shows that travelers who are new to...

vacation rentals expect a secure messaging, booking, and payment experience.  As you know from our post a few months ago, we took an important step in our transition to a booking platform.  Online booking is now required when you register or renew on HomeAway.Protecting your and the travelers’ contact information prior to a confirmed booking helps build trust. It also helps us better protect you and travelers against fraudsters — who, unfortunately, are always hard at work. Starting in JUly, pre-booking conversations will be facilitated through our secure messaging system.  You and the traveler will be able to see each other's contact details after a booking is confirmed. Also, we have heard your feedback, and we are working on enhancing traveler profiles to make sure you have more information about prospective travelers.  For example, you may notice the number of trips a traveler has taken with HomeAway is displayed more prominently and in more places.  Through your Monthly Statement and Dashboard, as well as our Discovery Hub, we will continue to let you know about the additional improvements we make as they become available. Thank you,[redacted] Trust & Security Supervisor | HomeAway, Inc.

Thank you for bringing your concerns to our attention and your patience as we investigated this matter.According to our records this consumer may qualify for reimbursement under the Terms and Conditions of the Basic Rental Guarantee. To review those Terms and Conditions please see:...

https://[redacted]
We do have an active ongoing case with this consumer, case# [redacted]. We also show we last reached out to this consumer on November 6, 2015 advising them that they do qualify to request reimbursement from HomeAway. In our latest correspondence we do ask for our online claim form to be completed by the consumer and for the consumer to supply additional supporting documentation. Since November 6, 2015 we have not heard back from this consumer. If they would like to file for reimbursement they simply need to follow instructions in our email sent to them on November 6, 215. If the consumer should have any questions regarding this process they can feel free to contact the Trust & Security team with HomeAway and reference their ongoing case number with us.

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]

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. However, their communication skills are horrendous. There was no apology or acknowledgement of wrongdoing. People pay a lot of money to work with this business and they show no respect or follow proper business practices.
Regards,
[redacted]