The Duct Cleaning Pros

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 trustIt also helps us better protect you and travelers against fraudsters — who, unfortunately, are always hard at workStarting 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 confirmedAlso, 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 availableThank you, [redacted] *** Trust & Security Supervisor | HomeAway, Inc

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 accountOur Terms and Conditions address such a situation:https://www.homeaway.com/info/about-us/legal/terms-conditions"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 identityWe 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 communicatingWe 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 passwordFurther, 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 accountHowever, 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 mannerRegarding any impacted bookings, the same Terms and Conditions state:"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 propertyWe do not own or manage, nor can we contract for, any vacation rental property listed on a SiteThe 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 SiteWe also may offer online booking or other tools or services to allow users to communicate with each other and enter into rental agreements or other transactions.We are not a party to any rental or other agreement between 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 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 userYou 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 applicablePlease 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 othersWe 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 bookingInformation 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 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."HomeAway is therefore unable to help restore or collect payment for any booking affected by this issueHomeAway 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

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 experienceAs 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 trustIt also helps us better protect you and travelers against fraudsters — who, unfortunately, are always hard at work.Effective in July 2017, 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.Our platform messaging system helps you communicate securely with travelersBoth incoming inquiries from travelers and your inquiry responses go through a secure, private system that helps protect you and your travelers from phishing and identity theftAs a result, email communications come from an anonymous HomeAway.com, VRBO.com or VacationRentals.com email addressYou can email back and forth with your travelers through your dashboard Once the reservation is confirmed, we will display the traveler phone number and email address.You can still screen your guests, email them, send attachments all through your dashboard and through our secure communicationsOnce booking is paid for, then the traveler email address and phone are visibleThis does not take away your ability to communicate with your travelers at allPlease, note that we offer alternate payments through our yearly subscription payment modelAlso, 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 If you have any questions about a chargeback, you will need to contact your payments vendor or financial institutionIf you use HomeAway Payments, contact VacationRentPayment at 1-866-210-They are open hours a day, days a weekEmail support is available at [email protected] Customer Support will not be able to assist in this matter

Thank you for bringing this consumers concerns to our attention.According to our records we do see we have been actively working with this consumer in case [redacted] It would appear that this consumer was in violation of our Terms & Conditions of advertising and was notified the steps necessary to be in compliance and for us to continue to allow the consumer to post their rental properties on our site.It does appear that this consumer is now within compliance and listings have been reinstated to our site(s) effective 11/9/

Thank you for bringing this consumer’s concerns to our attention As of today, 9/25/2017, we see that the owner has provided a full refund to this consumer In reference to the Book with Confidence, the consumer is welcome to provide feedback via our website to discuss changes they feel should be made to the policyMore information on the policy can be found: Book with Confidence Terms & Conditions [redacted] “Any loss of funds that is caused by or results from events of force majeure that are considered outside the control of the Advertiser, such as weather events, natural disasters or construction.”

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 meHowever, their communication skills are horrendousThere was no apology or acknowledgement of wrongdoingPeople pay a lot of money to work with this business and they show no respect or follow proper business practices Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: This does not address the fact that upon my contract renewal in March that this was a change in my contract and the only way that I would be able to reserve bookings through Homeaway On the contrary to the facts Homeaway provided regarding research, I recently had a request to NOT book with a credit cardThe renters should be given the option It also does not address the fact that I did not (and still have not) received a supervisor call back as requested Regards, [redacted]

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

I filed a complaint against HOMEAWAY/VRBO earlier todayI have finally received my money/refundThis company was horrible to deal with and still would like a complaint on them, but as far as my money issue, that has been resolved [redacted]

From: [redacted] Sent: Thursday, April 27, 7:PMTo: [redacted] Subject: RE: Revdex.com Complaint # [redacted] Here is our formal response to Revdex.com Complaint # [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 publicWe are in no way a party to the agreement or contract between this consumer traveler and the owner manager, and cannot solve this consumer’s complaintOur advertising service is an online site for owners to advertise and travelers to find vacation homes to rent, but we are never involved in the transaction between the traveler/consumer and the landlord/property managerSee the Terms and Conditions below that the consumer/traveler and landlord/property manager agreed to about our role hereTherefore, this complaint is incorrectly being associated with HomeAway Inc, and it should be associated with the landlord/property manager.Section of our Terms and Conditions http://www.homeaway.com/info/about-us/legal/terms-conditions:“The Site is a Venue and We are Not a Party to any Rental Transaction.We urge all users to be responsible about their use of this Site and any transaction entered into as a result of either listing a property or renting a property We do not own or manage, nor can we contract for, any vacation rental property listed on a SiteHomeAway.com and other Sites act as a venue to allow homeowners and property managers who advertise on the Site (each, a “member”) to offer for rent in a variety of pricing formats, a specific vacation or short term rental property to potential renters or renters (each, a “traveler” and, collectively with a member, the “users”)"Members" may also include property owners or managers who originally advertised their properties on another website and their listings have been redistributed on the SiteWe also may offer online booking or other tools or services to allow users to communicate with each other and enter into rental agreements or other transactions.We are not a party to any rental or other agreement between users This is true even if the Site allows you to book a rental or provides other ancillary products or services, as the Site may facilitate booking a rental or other tools, services or products, but we are not a party to any rental or other agreement between usersAs a result, any part of an actual or potential transaction between a traveler and a member, including the quality, condition, safety or legality of the properties advertised, the truth or accuracy of the listings (including the content thereof or any review relating to any property), the ability of members to rent a vacation property or the ability of travelers to contract for properties are solely the responsibility of each userYou acknowledge and agree that you may be required to enter into one or more separate agreements, waivers or terms and conditions prior to making a booking or purchasing a product or service and may place additional restrictions on your booking, product or service.While we do take certain measures with a goal to assist users to avoid potentially fraudulent or other illegal activity of which we become aware, we assume no liability or obligation to take any such measures or actions When we provide warnings or messages to users about any such activity, we do not warrant that such messages are accurate or that such messages will reach any or all users they should have reached in a timely manner or at all or that such messages or measures will prevent any harm or otherwise have any impact."According to our records this consumer also filed a formal property complaint against this advertiser (case# [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 disputeWe however do NOT mediate; we simply try our best to put the two parties together to work the situation out if possibleWe also closely monitor accounts that have had formal property complaints filedOur policy is to carefully document both sides of a dispute, and keep track of all complaints submittedWhen a pattern clearly develops where an advertiser is causing problems for our travelers, we do not hesitate to remove that member from our siteI assure you we have taken the appropriate action in regards to this complaint.We also see according to our records that our Traveler Care Team actually assisted this consumer and made an alternate reservation stay at HomeAway’s expense at the Town and Country Resort & Convention Center (Claim # [redacted] )Since this advertiser is no longer listed on our site our best advice for this consumer would be to file a credit card chargeback, since the advertiser did not complete the booking with this consumer[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 prohibitedIf 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.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] The banner this consumer's travelers are seeing is there to ensure their payments are eligible for protection through the Book With Confidence Guarantee mentioned above. We want travelers to make their payments in a safe and secure way, and this message is intended to educate them on how to do so using our services.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. For more information, see our Best Match FAQ here:https:// [redacted] All of 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.

Thank you for bringing this consumer’s concerns to our attention.Any loss of funds that is caused by or results from events of force majeure that are considered outside the control of the Advertiser, such as weather events, natural disasters or construction are examples of loss of funds that the Book with Confidence Guarantee DOES NOT protect against.For more information, the terms and conditions of the Book with Confidence Guarantee program can be found here: [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 Regards, [redacted]

The service fee is not an optional item. It is charged to travelers for the use of the website and is used to boost marketing efforts to help bring more travelers and more bookings to your propertyIt enables us to invest more than ever in our trust and security and mobile capabilities

Complaint: ***
I am rejecting this response because:I feel there should be no need to respond privatelyI do not mind having informal discussions on a private basisHowever I wish to have any formals requests vacations excettera to be a matter of public recordThis company guaranteed me they would provide me with another residence of equal quality for my vacation rental under their "book with confidence guarantee"They failed to provide that and I am now requesting a travel voucher of whatever nature for the same grade of establishment for the same amount of time in the same proximityI am also requesting a refund if hotel resort fees that I was assured that I would be refunded that I paid for during the month of February of earlier this year Thank you very much,Samuel TDodd IVT
Regards,
*** ***

Thank you for bringing this consumers concerns to our attention According to our records this consumers listing with VRBO.com is *** This consumer listed their property with us back 9/5/at which time it went live on our siteOur subscriptions run for one year
Regarding our subscription terms: A subscription will include: -months - Global exposure on our top international sites, including Europe, Canada, Australia and more - HD photos - Interactive map - Reservation calendar ------------------------------------ *** *** Trust & Security Lead | HomeAway, Inc

Thank you for bringing this consumers concerns to our attention. The charge of $was HomeAway/VRBO's traveler service fee, which is paid by travelers who book via VRBO or HomeAwayThis service fee is a requirement for travelers who book properties via the websiteThis consumer advised
our phone representative that they did not agree to this feeIn fact, when the consumer submitted credit card information on the site, they agreed to the quote that the site provided and that quote total included the traveler service feeI have attached a screenshot (resrequest***.png) as an example of the page the consumer would have seen when you submitted your booking requestThe option is there to show or hide the details of the quote but the total price is always displayed when you check out regardless of whether the detailed breakdown is shown or hiddenHomeAway does not refund the service fee

Thank you for contacting about this consumers issueWe have recently enhanced our search pages on HomeAway to reflect maps and location as the prominent feature to provide travelers with all of the relevant property optionsMap searches are now based on the actual location (verified address) with
the map view displaying all listings within the latitude/longitude coordinates for the specific regional location as wellOur dedicated search team has reviewed the region of Hillsdale as requestedThey have made appropriate changes to the location of the town of HillsdaleIt is now accurately displaying in the region of Hudson Valley, New YorkWe encourage and appreciate feedback from our owners when it appears that the search pages are not accurateSearch results are tested regularly to ensure accuracy so to help us drive the maximum number of bookings and inquiriesAccording to our records this consumer does have an active ongoing case with us(Case#***) After reviewing and correcting this issue we will be extending this consumers subscription due to this matterOur team that handles this area will be reaching out to this consumer directly as wellWe do hope that this issue will be satisfactorily resolved shortly

The following review was submitted by this consumer in regards to Listing #***, and was approved. Reviews are only viewable if the advertisement is live. This advertisement is currently live and this consumer's review can be seen on it "we stayed in the apt for weeks.we
encountered problems 1- the water the apt has bathroomsout of fawcets , only one functionned correctly no pressure besides one tub seems to leak downstairs - the electricity even with the lights and the a/c off , the fuses blow consequence , the food in the fridge is ruined Since it was difficult to call the representative or the owner , these issues were not resolved"

Complaint: ***
I am rejecting this response because:I raised several issues and the response just deals with the service fee It also doesn't address the service fee being instituted with no owner input or consent.
Regards,
*** ***