The Duct Cleaning Pros

Thank you for bringing this consumers concerns to our attention. HomeAway payments platform is a service we provide our advertisers to sign up for in order to accept payments via credit card. HomeAway Payments are managed by a third party credit card processing company for us. The company is...

[redacted], also known as [redacted]. We do highly recommend that this consumer contact [redacted] to discuss these additional fees. [redacted] can be reached at [redacted] US, or [redacted] outside US.

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 normal booking fee. However the advertiser's HomeAway account was compromised and this consumer did...

not have a valid booking. According to our records this consumer was refunded the traveler service fee on 5/16/2016. We apologize for the delay and any frustration that this may have caused.

Since each traveler and search is unique, search results vary for each traveler. Within subscription levels, search placement is dynamic. This hasn’t always been the way search has worked on HomeAway, and we believe it’s left too many bookings unserved - either because travelers were overwhelmed by...

how long it took to find the right property, or owners were receiving too many inquiries that they could not accommodate. That waste of time on both sides of the booking is what HomeAway is dramatically reducing with dynamic search. Best match provides a more efficient experience for both owners, property managers, and travelers. Best match is the combination of traveler preferences and the booking experience a listing provides. Best match will turn more lookers into bookers for our owners, and keep travelers coming back to HomeAway for each future trip, ensuring our entire shared marketplace thrives. Our philosophy for determining search results: We use the information travelers enter into the search box, such as date and location, and take into account any filters selected, including map views. For basic searches, the results (listings) are ordered into subscription levels: Platinum to Classic. The higher your subscription level, the higher you will appear in search results overall. However, subscription levels may not determine sort order in some specific cases, such as when travelers apply specific filters (price high to low, etc.), or if we are running specific tests. Relevant pay-per-booking listings are sorted and included in search results based on best match. Some appear alongside subscription listings, although they are not guaranteed to always be included in search results HomeAway enables a variety of search options and features designed to help travelers easily find what they are looking for, which in turn also drives qualified inquiries and bookings to our owners and property managers. 1. Travelers have a variety of options where listings will appear based on the traveler’s choices or preferences, like filtering by price or searching by map. These results will not always appear in order of subscription level. For example, when a traveler adjusts the search from high to low price or number of bedrooms; these are traveler selections that result in an order relevant to those selections. For owners with listings relevant to the selections of the travelers, these search results should result in more qualified booking requests. 2. When a traveler searches for a location, properties in that search are determined based on the location searched for and may also include relevant surrounding locations. For example, if a traveler searches for Miami, the results may also include listings from Miami Beach. 3. To enable continuous improvements, HomeAway runs ongoing tests. The tests produce various results that may not factor in subscription levels in whole or part. A testing methodology helps us make decisions about future optimizations to search results that drive more bookings and generate more value to customers. Tests typically run for a short period of time and/or on a small percentage of site traffic. Rest assured: Listings in higher subscription levels will ultimately receive better performance and more views in search results when compared to other listings with lower subscription levels. 4. Different promotions and programs run to help attract travelers to book across the different properties advertised on the sites. These promotional search results are determined based on the promotion and differ from traditional search results. The way search results are created is regularly tested to help us drive the maximum number of bookings and inquiries by showing the most relevant listings. We may adjust the best match criteria often and customize the algorithm for each traveler or search. This means search results use a flexible, ever-changing mix of factors.

I just wanted to let you know that I was able to enlist and online consumer advocate - [redacted] - to help me get my complaint resolved.  Believe it or not I was able to get a 100% refund therefore I am willing to withdraw my complain against VRBO/Homeaway.  Thank you for looking...

into this on your end - I really appreciate your efforts.Sincerely,[redacted]

We thank this consumer for their comments and apologize for any frustration.  Our records indicate that the consumer submitted an inquiry to this listing on 2/19.  A couple of hours later the same email address was used to submit a Request to Book on the listing.  Using the 'Request...

to Book' button on a listing requires the consumer to enter a credit card so that if the booking is accepted, the card can be charged.  On the page where a traveler enters their credit card information, there is a message that states:  "The owner has 24 hours to confirm your reservation or decline. A temporary hold will be placed on your card to ensure sufficient funds. Your bank's policy determines when this hold is released."  The service fee was part of the funds placed on hold.  This is a new fee that was introduced 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.When a booking request is declined or expires, no charge is made for the requested amount and the hold request is withdrawn.  The amount of time it takes for a bank or credit card company to remove the hold request varies based on individual bank policies. Hold requests are usually resolved within 1 - 3 business days.We do not store or share credit card information with any third party.

Complaint: [redacted]
I am rejecting this response because:I asked to see proof that VRBO sent me notification of the policy change. Also, I want to have an email sent to me whenever my listing is hidden.  I was told that an email is supposed to be sent but I get nothing, even in SPAM folder.The last time I was hidden, the reason was not rational. A guest sent three requests for reservation. Two times, the credit card was declined. On the third time, I assumed it was just one more decline coming through so I ignored it. My listing was hidden for two weeks. That was not fair. I want compensation or additional days from the VRBO for that issue.
Regards,
[redacted]

When a booking request is submitted through the Book it now button, a hold request for the rental amount is sent to your account. When a booking request is declined, no charge is made for the requested amount and the hold request is withdrawn.The amount of time it takes for a bank or credit card...

company to remove the hold request varies based on individual bank policies. Hold requests are usually resolved within 1 - 3 business days.  HomeAway and VRBO are not the payment processors, so if it has been longer than 1-3 business days, or you would like to expedite the process, please contact our merchant, VacationRentPayment at 1-866-210-6106. They will be able to provide instructions on how you can request your bank to release the funds earlier.

I understand that our response is being rejected but as it was stated before this appears to be an issue that is related to unauthorized use of the customer's account, or by unwanted use of the customer's account by someone previously authorized to access the owner's account. Our Terms and Conditions address such a situation:https://www.homeaway.com/info/about-us/legal/terms-conditions"6. Identity Verification.User verification on the Internet is difficult and we cannot, and do not assume any responsibility for, the confirmation of each user's purported identity. We encourage you to communicate directly with a traveler or member through the tools available on the Site, though even this does not assure you of the identity of the person with which you are communicating. We further encourage you to take other reasonable measures to assure yourself of the other person’s identity and, for travelers, of the property and relevant details of your booking or proposed booking.You agree to (i) keep your password and online ID for both your account with us and your email account secure and strictly confidential, providing it only to authorized users of your accounts, (ii) instruct each person to whom you give your online ID and password that he or she is not to disclose it to any unauthorized person, (iii) notify us immediately and select a new online ID and password if you believe your password for either your account with us or your email account may have become known to an unauthorized person, and (iv) notify us immediately if you are contacted by anyone requesting your online ID and password. Further, if we suspect any unauthorized access to your account, upon our request, you agree to promptly change your ID and password and take any other related action as we may reasonably request.We discourage you from giving anyone access to your online ID and password for your account with us and your email account. However, if you do give someone your online ID and online password, or if you fail to adequately safeguard such information, you are responsible for any and all transactions that the person performs while using your account with us and/or your email account, even those transactions that are fraudulent or that you did not intend or want performed.EACH USER ACKNOWLEDGES AND AGREES THAT: (1) NEITHER HOMEAWAY NOR ANY OF ITS AFFILIATES WILL HAVE ANY LIABILITY TO ANY USER FOR ANY UNAUTHORIZED TRANSACTION MADE USING ANY USER’S ID OR PASSWORD; AND (2) THE UNAUTHORIZED USE OF YOUR ONLINE ID AND PASSWORD FOR YOUR HOMEAWAY ACCOUNT OR YOUR EMAIL ACCOUNT COULD CAUSE YOU TO INCUR LIABILITY TO BOTH HOMEAWAY AND OTHER USERS.Further, we may, without notice to you, suspend or cancel your listing at any time even without receiving notice from you if we suspect, in our sole discretion, that your account with us or your email account is being used in an unauthorized or fraudulent manner. Regarding any impacted bookings, the same Terms and Conditions state:"1. 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 property. We do not own or manage, nor can we contract for, any vacation rental property listed on a Site. The Site provides an on-line marketplace 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 traveler or 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 before making a booking or purchasing a product or service and HomeAway or one of its affiliates may place additional restrictions on your booking, product or service.Users agree that they are responsible for, and agree to abide by, all laws, rules and regulations applicable to their use of the Site, their use of any tool, service or product offered on the Site and any transaction they enter into on the Site or in connection with their use of the Site.Members further agree that they are responsible for and agree to abide by all laws, rules, ordinances, or regulations applicable to the listing of their rental property and the conduct of their rental business, including but not limited to any and all laws, rules, ordinances, regulations or other requirements relating to taxes, credit cards, data and privacy, permits or license requirements, zoning ordinances, safety compliance and compliance with all anti-discrimination and fair housing laws, as applicable. Please be aware that, even though we are not a party to any rental transaction and assume no liability for legal or regulatory compliance pertaining to rental properties listed on the Site, there may be circumstances where we are nevertheless legally obligated (as we may determine in our sole discretion) to provide information relating to your listing in order to comply with requests from governmental bodies in relation to investigations, litigation or administrative proceedings, and we may choose to comply with such obligations in our sole discretion.Members who accept credit card, banking or other payment information from travelers agree to properly handle and safeguard all such information in accordance with applicable legal and regulatory requirements and best practices.Although most travel is completed without a serious incident, travel to some destinations may involve more risk than others. We urge travelers to research the location they wish to visit and to review travel prohibitions, warnings, announcements and advisories issued by the United States Government before booking. Information may be found at www.state.gov, www.tsa.gov, www.dot.gov, www.faa.gov, www.cdc.gov, www.treas.gov/ofac and www.customs.gov.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."HomeAway is therefore unable to help restore or collect payment for any booking affected by this issue. HomeAway Payments is a service provided by a third-party payment provider, Yapstone (known domestically as VacationRentPayment), and any issue related to the collection of booking payments should be addressed directly with that company.

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. This consumer was sent the necessary information on 8/20/2015 to file for reimbursement under the Terms of the Basic Rental Guarantee 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 consumers concerns to our attention.According to our records this consumer has reached out to us directly, case #19824083. We sent this individual an email and asked that they please provide us with additional details to further our investigation. We sent that request on...

8/5/2016 and have not heard back from this consumer.If they need assistance we will need to hear back from them to investigate this matter.

Complaint: [redacted]
I am rejecting this response because: When I spoke to the HomeAways representative I had not yet made any inquiries on the website. It 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 available. Since she told me it was for a survey I gave her the email address. If 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 websites. You are given the option to unsubscribe.
Regards,
[redacted]

Thank you for bringing this consumers additional comments and concerns regrading this matter to our attention.As we previously outlined HomeAway introduced the service fee in February 2016.HomeAway charges a service fee for any property booked and paid for through our site. When a traveler books and pays through HomeAway, they are eligible for the Book with Confidence Guarantee.To read more about what the service fee is and why we introduced it, see this article:[redacted]

Thank you for bringing this consumers concerns to our attention. I have reviewed and researched this consumers issue.We would like to offer our apologies for the experience this consumer had with booking a property through one of our advertisers. This is certainly not the experience we would want a...

consumer to have.According to our records, this consumer has an internal case with us Case#[redacted]Our advertising service is a online market place 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. According to our records this consumer submitted a booking request for this property, however a booking request is not officially a reservation until the home owner has accepted the booking request. This consumers booking request was never accepted by the home owner. They declined the booking. The reason why this consumer never received that notification is they had entered their email address in incorrectly.Using the 'Request to Book' button on a listing requires the consumer to enter a credit card so that if the booking is accepted, the card can be charged.  On the page where a traveler enters their credit card information, there is a message that states:  "The owner has 24 hours to confirm your reservation or decline. A temporary hold will be placed on your card to ensure sufficient funds. Your bank's policy determines when this hold is released."When a booking request is declined or expires, no charge is made for the requested amount and the hold request is withdrawn.  The amount of time it takes for a bank or credit card company to remove the hold request varies based on individual bank policies. Hold requests are usually resolved within 1 - 3 business days. I do show that we did reach out to our partner, VacationRentPayment (VRP) which is a third party credit card processing company and request a code to get the hold lifted from this consumers credit card. This was successful.We always encourage travelers not to 'assume' they have a booking without having a solid reservation confirmation, and also it is always a good idea to speak with the owner prior to traveling to make sure the booking is confirmed as well.

Thank you for bringing this consumers concerns to our attention.According to our records we did hear directly from this consumer in regards to this matter in case[redacted]We asked this consumer on January 10, 2017 to submit proof of ownership documentation for this property demonstrating that they...

are the rightful owner.It appears we did receive this documentation from this consumer and our legal Not Authorized to Rent department has this consumers case in queue. It will be worked shortly. This type of issue is not handled over the phone, it is all handled via email.The listing in question [redacted] was removed from our site back on 1/10/2017 as well.

Thank you for bringing this consumers concerns to our attention.  Part of this complaint is not against HomeAway Inc. We cannot comment on part of this consumer/traveler’s complaint, because it appears that this complaint is not necessary 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 [redacted]  However, the Traveler may be eligible for reimbursement for their loss through our Book with Confidence Guarantee. Although the payment may have cleared, Traveler must attempt to recover the funds through their financial institution. If their financial institution is unable to assist , they must obtain a signed letter from them indicating they are unable to recover the funds. This letter is a required part of the online request for reimbursement supporting documentation.You can review the terms and conditions of the program here [redacted]A claim form (case [redacted] has been sent to [redacted] for him to submit his documents for possible reimbursement. Once we receive the completed form with all of the required documentation, we will review and process the request.The Guarantee Team will notify him of status updates and/or additional information that is needed.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Thank you for bringing this consumers concerns to our attention.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://[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 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."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 dispute. We however do NOT mediate; we simply try our best to put the two parties together to work the situation out if possible. Additionally, this advertiser no longer is advertising on our site. We encourage this consumer to continue to work with the advertiser regarding this matter. If they are unable to reach the advertiser, we recommend that they contact their credit card company to discuss possibly dispute the charges due to services not rendered. I assure you we have taken the appropriate action in regards to this complaint.

Thank you bringing this consumers additional concerns to our attention. We have had our Claims specialist review this consumers case ([redacted]) in further detail and they will be reaching out directly to this consumer again for the additional documentation of the resort fees. This actually may be something that we will be able to compensate for under the guidelines of the Book with Confidence Guarantee, however that determination and discussion will be made directly between the consumer and our Claims team.

This consumer contacted us back on 11/16/2015 in case#[redacted], and our representative did work with this consumer with updating his calendar as his listing was inactive due to his calendar not being updated to since June 21st. Our representative Instructed consumer on how to update his calendar so...

that his listing will be shown in the search results when dates are entered.The representative also extended his subscription for two months at the time of this contact. Please let us know if there are any further issues.

Thank you for bringing this consumers 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] Regarding changes in the performance of this consumer's rental property and search results, this is 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. We are still honoring subscription levels like the one this consumer purchased, and he will continue to be placed above other users who have subscription levels lower than his. For more information, see our Best Match FAQ here: https://[redacted] These changes are universal to every consumer using our services. We hope this information helps to shed light on why they were made and how they benefit both the consumer and their travelers.