The Duct Cleaning Pros

Thank you for your additional comments regarding this most unfortunate situationWe certainly do want all of our travelers to have a positive experience using our site.It is unfortunate that the vacation rental owner/property manager did not supply the necessary information for this consumer to check into the vacation propertyWe do our very best to try to put the two parties in touch with each other in these rare situations.HomeAway also has the ability to book travelers in these emergency situations in a hotel of their choosing at no additional cost to themKeep in mind that the ultimate goal is to get them into the property they originally booked.It does appear that our traveler care team did all they could to book this party in a hotel, but due to the time of day issue that the stay was for the next dayHomeAway cannot be held liable for an agreement that a consumer entered into with a advertiser on our site as stated in our Terms and Conditions of using our site.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 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 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 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 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."

Thank you for bringing this consumers concerns to our attention We are truly sorry for what this consumer has been throughThis is certainly not anywhere near close to the experience our customers have when renting their homes through our site We do show that this
consumer does have a case with us case# *** This consumer signed up to accept online payments through *** and utilize Vacation Rent Payment (VRP)This is our third party credit card processing companyWe are not involved in the processing of credit card transactions, we simply facilitate the ability through our site When this consumer signed up for online payments they also agreed to ***'s Terms and Conditions of using their service *** According to this consumers report, *** discovered that the credit card information may have been possibly fraudulentThe issue would be with ***, again HomeAway has absolutely no insight into credit card transactions or their validity Although truly not this homeowners fault, but we do strongly encourage all advertisers on our site to screen their guests prior to accepting a bookingThey should ask for identification, and confirm that the identification matches the credit card name being used to pay for the booking We do have helpful tips on how to screen potential guests on our Owner Community Lastly we do encourage this consumer to continue to work with their local law enforcement agency regarding this crime perpetrated against them -------------------------------------------- *** *** Trust & Security Lead | HomeAway, Inc

Complaint: ***
I am rejecting this response because: This policy of Homeaway's was not clear when we purchased the propertyWe have been receiving payments just fine for the past years on the main house listingWhen a second listing was activated, this is when the payment issue beganWe have had guests stay in our property from Dec 25-Feb and have not received any payments for those staysWe already did create a new listing to fix the issue moving forward, but that does not get us the back payments owed to usThey have not paid anyone out on these dates as the bank account they tried to use was closed by the prior ownerHomeaway is holding our guests money and as you can see, refusing to make it right by giving us the money owed to usThis has been the same response we have been receiving from them for the past monthsIt does not resolve the issue of money owed to us.We have sent Homeaway the Warranty Deed that we have owned the property since and even had the previous owner sign a form stating it was okay to transfer the account to our namePlease see attachments of what we have sent themIf there is someway to just have Homeaway cut our company, *** *** *** *** a check for the $owed to us, the issue would be doneAgain, we have already created a new listing, we do not need help with that partWe just want the money is rightfully ours.
Regards,
*** ***

Thank you for your recent concern, and hopefully we will be able to resolve this issueAccording to our records this advertiser unfortunately just missed qualifying for this coupon and our system will not allow it to be appliedOur Customer Support team however fully understands this advertisers
concernWith that being said in a good faith effort we wanted to be sure to give this advertiser something of equal valueToday July 8, we have done the following:Free upgrade to Bronze level for the rest of this consumers subscriptionThis will increase this advertisers visibility, which in conjunction with the free additional month the consumer has already received yields more opportunity to gain more travelers than this consumer is getting nowThe upgrade was done today, and the consumers position will update within hours

What is the service fee? OverviewThe service fee is paid by the traveler when booking through the HomeAway websitesThis fee covers the cost of providing 24/customer support, enhanced site and mobile features for both owner and travelers, plus expanded marketing efforts to generate more exposure
to global audiencesAdditionally, when a traveler books and pays through HomeAway, they are eligible for the Book with Confidence Guarantee. Paying the feeTravelers pay the service fee by credit card when paying through the secure HomeAway checkout processThe service fee is only charged to the card once the booking has been accepted by the property owner or managerThe service fee is, on average, approximately 6% of the rental amount, excluding refundable deposit or taxesThis fee is lower than other travel websites that charge a similar fee.Other Property FeesThe service fee does not affect the ability of the owner to control their own rental rates and fees (e.gpets, cleaning, or maintenance)We do recommend providing a distinct name for fees that differ from service fee to avoid confusionThe service fee is an additional amount added by HomeAway to the rental amount.Refunding the feeThe owner does not have the ability to discount or waive the service fee amountThe only time the service fee can be refunded is when an owner uses the Cancellation Refund feature from their dashboard and the cancellation is requested within the terms of the owner/manager's cancellation policyHowever, if the reservation is not canceled and all payments fully refunded to the traveler, the service fee will not be refunded

Complaint: ***
I am rejecting this response because the business response attempts to put words in my mouth and doesn't satisfactorily address the issue at hand. I don't "feel" that I wasn't made aware of the policy; it is a matter of fact that I wasn't made aware of the policy. Secondly, I didn't "chose" a subscription, in fact it was the single way that VRBO and later, HomeAway offered its services to a property owner when I set up my property in 2011. Finally, since I have never cancelled a magazine subscription prior to its expiration, I don't have any experience with whether or not I would have gotten a refund if I had done so. However, I do have experience in cancelling a gym membership prior to its expiration. In that case, I did receive a refund for the unused portion of the membership
Regards,
*** ***

Thank you for bringing this issue to our attentionAccording to our records this consumer is actively in the workflow for request for reimbursement under the Terms & Conditions of the Carefree Rental Guarantee through HomeAwayOur records indicate that we have been working with this consumer
via our case# ***We show our last correspondence to this consumer was on November 9, asking for additional documentation to complete the documentation process to be considered for reimbursement

Complaint: ***
I am rejecting this response because:It is none of the companies business what my cancellation policy is, that is until they make it the terms of the site which no doubt they willMy policy is stated in a letter I wrote to my client and in my user agreementTheir policy is new and not explained to the travelerI ask Homeaway to furnish the warning that they sent to the traveler warning them at the time of booking that the user fee would not be refunded on cancellationMy document include suchIn regard to my violation of the site rules which has nothing what so ever to do with the issue at hand, let me point out that before the new user fee, I was a perfect customer of the company since 2009,I spent over $6,with them last year and what they consider good service is without a warning (which I know for a fact was extended to others) they suspended my site and did not even have the courtesy to notify me on a timely basis of that suspensionOf course it is not against their policy to hide the service fee from the traveler but it is criminal for me to instruct the traveler how to avoid such feesTo suddenly start charging the service fee to travelers and to hide the fact that they are doing so is a violation of trust and once again I claim this should affect their rating from the Revdex.comI am a former advisory board member of my local Revdex.com and it would be disgusting if no action were taken in this situationThis business is not built on trust.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: It does not include the information about WHY They are still acting like I did something wrong which I did not They pointed out complaints and I have more than compliments As I have said they acted unilaterally and in an unfair manner They state that I have violated something in their bylaws but they do not say what I am an outstanding advertiser
Regards,
*** ***

Thank you for bringing this consumers concerns to our attentionWe are truly sorry for this consumers negative experience with one of his guests and we do take these reports very seriously.According to our records this consumer has contacted us directly ( case # ***)We did explain to this
consumer that it appeared at the time of this booking that this consumer did not have a written signed rental agreement with the guest with whom he accepted the booking fromIt also was stated that a security deposit or Property Damage Protection was not applied to this travelers bookingUnfortunately according to this consumer his guest caused property damage to his rental homeHomeAway has several methods by which a owner can protect his home and any possible damages that 'may' happen as a result of guests.We do highly recommend that our advertisers use our Property Damage Protection value added service, or request that all guests pay him a security damage deposit and of course do not allow guests to stay without a signed rental agreement outlining any and all terms of advertising and damage clause should one arise.According to our Terms & Conditions we are not a party to any rental or other agreement between users, therefore we cannot be responsible for this matterthe agreement is between the owner (consumer) and the traveler (guest)

Please the attached for our response

Complaint: ***
I am rejecting this response because: This response again does not address my specific concernsI was already receiving immediate payments for quite awhile while I was on an annual subscription I was not informed this payment arrangement would change if I went with commission instead of annual advertising ratesI was not given crucial information It was an irrevocable decision which then caused me to pay for the annual subscription IN ADDITION to the commission fees Again, I was given misinformation I was told if I paid my annual fee I would receive ALL the payments made by my renters to homeaway Again, I am waiting I have not received any payments even though I have paid both the annual fee and the commission based fees This is a TERRIBLE AND UNFAIR business practice
Regards,
*** ***

Complaint: ***
I am rejecting this response because: it is a step in the right direction and I will gladly mark this issue as resolved once the company confirms my email is removed from their marketing blasts.
Regards,
*** ***

We thank this consumer for their comments With regard to their first point, we have published a breakdown of how the service fee is calculated. That information can be found here: https://help.homeaway.com/articles/How-is-the-service-fee-calculatedAdditionally...⇄ we’ll be adding language
to the sites to let travelers know the service fee is being paid to us, and will clearly spell out the extra guarantees that come along with booking online

We apologize that the homeowner has received these marketing emails to utilize our services when they are legally unable to do soWe will notify our marketing team of this incident and request that these emails cease immediatelyWe will also advise them that neighboring homeowners are not legally
able to rent their deed restricted employee housing

Thank you for providing us an opportunity to address this complaint.It appears this issue 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 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:"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 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 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 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 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 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

Complaint: ***
I am rejecting this response because:The business has done absolutely nothing to correct the situationRepresentatives have been rude and unapologeticMoney was withdrawn from my account without my knowledge because of the company's failure to engage in the most basic communication such as an emailed receipt or notificationBusiness practices are poorThe company is aware their actions are poor, as other customers have complained about the same issuesPolicies and practices are in desperate need of changeI am in need of at least an apology for the amount stolen from me.
Regards,
*** ***

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 *** “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." We encourage this consumer to contact us directly to file a formal property complaint against this advertiserAs part of that formal complaint process we reach out to the advertiser on behalf of this consumer in order to try to get the two parties to settle their disputeWe however do NOT mediate; we simply try our best to put the two parties together to work the situation out if possible We also closely monitor accounts that have had formal property complaints filedOur policy is to carefully document both sides of a dispute, and keep track of all complaints submittedWhen a pattern clearly develops where an advertiser is causing problems for our travelers, we do not hesitate to remove that member from our site

Thank you for bringing this consumers concerns to our attention Our system has been updated in regards to the owners dashboardAn owner must select a Owner Cancellation policy that is closest to their stated policy When setting the cancellation policies for your
listing, you may choose from one of five options: No refund, Strict, Firm, Moderate or RelaxedCancellations must be made by midday CST (Central Standard Time) on the appropriate dayPlease note that if you choose to upload a rental agreement, it must not conflict with the cancellation policies you have selectedWith regards to subscription listings, you can still override the policy and refund a custom amount If you are a subscription customer that wishes to continue to offer a different cancellation policy, please select a below policy closest to your stated policy No Refund -No refund offered for any reason or timeframe Strict -Bookings cancelled at least days before the start of stay will receive 100% refund Firm -Bookings cancelled at least days before the start of stay will receive 100% refund -Bookings cancelled at least days before the start of stay will receive a 50% refund Moderate (recommended) -Bookings cancelled at least days before the start of stay will receive 100% refund -Bookings cancelled at least days before the start of stay will receive a 50% refund Relaxed -Bookings cancelled at least days before the start of stay will receive 100% refund -Bookings cancelled at least days before the start of stay will receive a 50% refund If you have a pay-per-booking listing and you keep a portion of the reservation payment on a cancellation, you will be charged a booking fee on that portion *** *** Trust & Security Lead | HomeAway, Inc*** * ** *** * ** *** * *** ***

Thank you for bringing this consumers concerns to our attentionUnfortunately our subscriptions listings are sold to run the full month term.Please refer to our help article regarding refunds:***