The Duct Cleaning Pros

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that although it took the business over a month to resolve my issue I did receive my refundHomeAway, Inchas bad business practice and I spoke to over employees before any action was taken
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Homeaway.com failed to address the reasons why I am requesting a refund. As I stated, in addition to the other problems I listed, they took my listing offline several months ago. It does me no good to have a listing when my property is not available for potential customers to view. They did not notify me that they took the listing offline. If they do not refund this money, I will likely initiate a lawsuit in Magistrate Court in Lewis County, WV.As I stated in my initial claim, I also request that Revdex.com re-evaluate the rating of A- that they have given to homeaway.com. Homeaway.com has customer ratings, and of those ratings are negative ratings. That would indicate to me that their rating should be F, not A-.I have had experience with Revdex.com before, and I have no doubt your customer will come out smelling like a rose, and I will be told that I am not owed a refund. I suspect they subscribe to your service, which explains the A- rating. This certainly shoots the credibility of your ratings.Regards,
*** ***

Complaint: ***
I am rejecting this response because:The Homeaway Web site did not provide any information on how the booking can be completedIt just plainly rejected the attempt of the potential tenant to reserve the property which resulted in tenant's inability to reserve the property he selected for his stay and the owner's loss of potential incomeI am not sure what makes Homeaway think that extending my listing will remediate the problem, as well as I am not certain I would like to continue my business relationship with Homeaway after my listing expiresI will give terminating this business relationship a very serious consideration at a proper time based on the received response which I find unsatisfactory
Regards,
*** ***

Thank you for bringing this consumers concerns to our attention.According to our records this consumer contacted us in case#*** ans spoke with our Customer Support Resolutions (Escalations) TeamThe agent who handled this consumers case was able to refund the Traveler Service Fee ($49.86)The
additional $was an elected protection offered trough our partners CSAHomeAway did not collect these funds, and if the consumer would like to request a refund of that fee they would need to contact CSA at *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I must note that it took months for this resolution to come and over + calls made to representatives that refused to help me
Regards,
*** ***

Formal Response to Revdex.com Complaint # *** Thank you for bringing this consumers concerns to our attentionThis consumer has contacted us and has a case with us, case# *** This consumer was in violation of our traveler service fee by having the following verbiage on
their listing which is a violation of our terms and conditions of advertising Terms and Conditions: *** “FEBRUARY UPDATE: VRBO/HOMEAWAY IS NOW INSERTING A "SERVICE FEE" ON QUOTES FOR ALL LISTINGS THAT ACCEPT ONLINE PAYMENTSOWNERS WHO ACCEPT ONLINE PAYMENT HAVE NO WAY TO REMOVE THIS FEE FROM APPEARING ON THE QUOTE, BUT GUESTS CAN AVOID THIS FEE BY WORKING OUT ALTERNATE PAYMENT ARRANGEMENTS (i.echeck) WITH OWNERSAS AN OWNER, I ALREADY PAY AN ANNUAL FEE AND A SERVICE CHARGE FOR EACH ONLINE PAYMENT I ACCEPTIF YOU DON'T LIKE THIS FEE, PLEASE WRITE TO VRBO/HOMEAWAY AND LET THEM KNOW!” We asked this consumer to remove this verbiage, which we reviewed on 10/12/and reinstated their listingWe also added some additional advertising time for the delay ------------------------------------------------------------------ *** *** Trust & Security Lead | HomeAway, Inc

Thank you for sending us this consumers concerns.We are unable to locate a reservation with the consumer email address provided ([email protected])We do see they have been actively inquiring on properties but we would need the property ID number to move forward with investigating further
Thank you

We thank this consumer for their comments. Their listing is on our subscription model, so HomeAway does not receive any commission for payments made through our website's online payments feature. The credit card processing fee goes to VacationRentPayment - the company who processes the
payments made through the site As this consumer's travelers are using the services of our site to make a payment, we feel it is only right that they pay for those services. Additionally, when travelers complete their booking through the site they become eligible for our Book with Confidence Guarantee, providing protection for several different scenarios and to help travelers feel confident booking on HomeAway, reducing booking hesitation that in turn supports our homeowners

Thank you for your bringing this consumers concern to our attention.We understand that this vacation rental homeowner has had a negative experience using our siteWe sincerely apologize for his frustration and will work with this consumer to correct any issues presented in this complaint.In order
to resolve this matter, we have reinstated and updated this account to allow this owner to use our Pay-Per-Booking listing modelWe have removed any restrictions on the account and reinstated (unarchived) listing VRBO #*** We have also requested a refund on the paid subscription listing VRBO#*** which will remove this listing from our live siteAccording to our records the original listing as requested VRBO#*** is now live on our site.We also will be calling this consumer to explain our action and decision regarding this matter.Again, please accept our most sincere apologies

Thank you for bringing this consumers concerns to our attention.HomeAway introduced a service fee in February The service fee is currently launched on listings that were purchased through VRBO, HomeAway and VacationRentals.comTo read more about what the service fee is and why we introduced
it, see this article: https://***This 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.https://***We do hope this information helps explain the recent addition of the traveler service fee on HomeAway

Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Thank you for bringing this consumers concerns to our attentionThis consumer is no longer allowed to advertise on our sitePursuant to our terms and conditions, we can no longer allow this individual to advertise on the site due to the number of complaints that were received on the account
***
This consumer was dismissed from all HomeAway.com, Incbrand websitesAny future attempts to advertise on our sites also results in removal of the advertisement(s) and forfeiture of payment

Thank you for bringing this consumers concerns to our attentionHomeaway has no control over how the funds are dispersed in any situationIt is the job of Vacation Rent Payment to make that decisionThe consumer is welcome to take their concerns to the party that has control over that aspect of the paymentsHomeAway uses VacationRentPayment (Yaptone) for payment processing servicesUpon receipt of the Registration Form, YapStone will review Your application and determine whether it is able to offer You the Services, and the manner in which it will settle Payments of Rents in its sole discretionUpon successful completion of the required screening, You will be offered either of the following settlement timelines: Advance Payments: Subject to banking processing delays and any fraud or risk holds imposed by YapStone, You will typically receive the Guest’s Payment (minus Fees (as defined below)) in Your or Payee’s bank account, as instructed by You, within 2-business days, subject to banking delays, following the day a Payment is posted to YapStone’s accounts, in accordance with the terms of this AgreementOr Check In Payments: Subject to bank processing delays and any fraud or risk holds imposed by YapStone, You will receive the Guest’s Payment (minus Fees) in Your or Payee’s bank account, as instructed by You, within 2-business days, of the day after the scheduled chedate for the Guest at Your Property; provided however, in the event a Guest provides proper notice to the website that the Property was booked through within hours of the scheduled check in that the Property is not as described, or there is some other issue with the Property, You authorize YapStone to return the Payment to the Guest.In addition, for risk and fraud reasons, YapStone will generally hold all disbursements scheduled to occur within the days after Your first scheduled successful chedateYou can view a copy of the VacationRentPayment Client Service Agreement here:
***

Reviews aid in establishing trust and credibility. We encourage travelers to post reviews of their experiences when they stay at properties advertised on our website. As long as a review meets our eligibility and content guidelines, we will not remove it There are steps that
our advertisers can take to mitigate the effect of a negative review. We encourage you to respond to less-than-positive reviews so that you can help other potential renters put the review into context. We also recommend approaching all guests that have stayed at the property and ask them to post a review of their experience. Additionally, there is the option of having a "Featured Review" that promotes a specific review to the top of the reviews section of a listing

Thank you for bringing this consumers concerns to our attention This consumers issue is not with HomeAwayThis consumer accepts online payments through our site utilizing our third party payment processing company ***Their service is called Vacation Rent PaymentWhen this consumer
signed up to accept online payments they had to agree to *** Terms & Conditions *** Specifically this clause: Authorization for Debits and CreditsYou hereby authorize *** to credit and debit the bank accounts listed on the applicable Forms, including those bank accounts owned by You or any individual Property owner, for the following purposes: (i) to credit Payments to or as directed by You; (ii) to debit any Chargebacks, refunds, or Reversals; and, (iv) to debit any fees, charges, or other amounts owed by You to *** You represent that you have the legal right, power, and authority to authorize *** to credit and debit such bank accountsYou acknowledge that if You interfere with ***’s ability to debit any of such bank accounts, *** may suspend or terminate the Services without notice." We do encourage this consumer to work closely with *** and their financial institution to resolve this matter------------------------------------- *** *** Trust & Security Lead | HomeAway, Inc

Thank you for bringing this consumers concerns to our attention We sincerely apologize for this consumers issue and for the time that it is taking to get this matter resolved According to our records there is an escalated technical case for this matter, case #***The technical
team and their investigation into the issue the tech ticket has been updated with an anticipated pay-out date scheduled for 3/31/We are still processing the ticket, so please allow a few more days processing timeIf the consumer does not have indication of these funds please contact us Thank you, *** *** Trust & Security Supervisor | HomeAway, Inc

According to our records this consumer contacted us in case#***.This consumer purchased our Carefree Rental Guarantee in order to protect themselvesTo help explain it is very much like automobile insuranceUsing that analogy, your automobile company would also not refund your insurance
premium if you did not get into an auto accidentAlthough this consumer did not have to rely on the Carefree Rental Guarantee on this occasion, please know that in the event that they had not received reimbursement from the vacation rental owner or property manager, the Carefree Rental Guarantee would have protected this consumers payment.We simply do not allow refunds for the registration fee past the first days of purchase per our Terms and Conditions of the program:http://www.homeaway.com/guarantee/tac.htmlPer the terms of the program you agree to when you register it states:"Please note that you are eligible for a full refund of the Carefree Rental Guarantee fee if you choose to cancel the Guarantee within days of purchase, have not filed a claim, and it is more than two (2) days prior to your chedateAfter this 10-day period, this payment is non-refundable."

In effort to provide the best experience for travelers booking on our platform and help prevent a negative impact on performance and ranking, some listings are temporarily hidden in search resultsWhen a request is submitted by a traveler, and the owner does not respond, the listing is
automatically hidden Listings that have a lower than expected booking acceptance rate, or higher than expected auto-declines can also be hidden If a listing is hidden because of the owners acceptance rate, or if they hid the listing themselves, they can unhide it directly from their dashboard when they are ready to start accepting bookings Section of our Terms and Conditions states:In order to list a property on a Site, members must comply with HomeAway’s Marketplace Standards found at ***These Standards outline certain requirements including but not limited to:• Members must maintain an accurate reservation calendar on their listing(s);• Members must use commercially reasonable efforts to respond to all booking requests from travelers within hours of receipt of a request for booking;• Members must further agree to take commercially reasonable efforts to cause all traveler payments to be processed within hours of authorization by the traveler for such payment;• Members must respond to and accept a material number of inquiries and booking requests received in the interest of the traveler experience; and• Members are prohibited from cancelling a material number of accepted bookings.***Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

While the consumer's experience is unfortunate, the reality is that the users of our site are responsible for keeping track of their own billing circumstancesWe offer yearly subscriptions for advertisements across US brands (HomeAway, VRBO, and VacationRentals.com)The consumer purchased
separate subscriptions for these sites, then later discovered that we offered a bundled subscription offer for all sites at a lower costShe purchased this bundle option, but then failed to cancel her separate subscriptionsSo, while she was paying for one subscription which includes all sites, she was being auto-renewed for separate subscriptions as a result of not cancelling her auto-renewalUsers have the ability to turn off auto-renewal of their subscription at any point with no restrictionsIf the consumer makes a mistake and auto-renews without realizing it, they can contact our Customer Support team and we will happily make an exception to our no refund policy within a reasonable period of time (typically defined as a month, but we have made exceptions for longer) and assist the user with turning off auto-renewal, no questions asked We first became aware of a problem on 8/28/(Case #***)The consumer contacted us to advise us she had been double charged for a renewalWe worked with her and our billing department to refund all the necessary amountsA senior agent went over the billing history with the consumer and the consumer was satisfied that she was being charged correctlyWe did not hear anything again from the consumer for more than a year, on 12/07/(Case #***), when the consumer advised us that she was still being double charged on a different account, which the first rep could not have known about unless he was informed of it by the consumerAt that time we refunded what we could, but the consumer was contacting us years after the fact, significantly past the point where we can make an exception to our no refund policy In addition to accommodating her with generous exceptions to our refund policy, we have also provided many goodwill gesturesThese are add-ons or extensions to her subscriptions which we have provided in response to any billing issues the consumer has experiencedShe also mentions in her complaint that she has technical problems using our serviceWhile our terms and conditions state that the site and service are provided (and the reality is that technical issues occur occasionally with any software or service) we still provided many offers to the consumer free of charge to show our thanks for her patience while we worked to resolve the problems Here is an overview of goodwill gestures provided to the consumer over the life of her accounts: 03/18/- Invoice #*** - month featured listing ($value) 04/08/- Invoice #*** - month featured listing ($value) 05/12/- Invoice #*** - month featured listing ($value) 06/09/- Invoice #*** - month featured listing ($value) 07/07/- Invoice #*** - month featured listing ($value) 09/06/- Invoice #*** - month featured listing ($value) 10/25/- Invoice #*** - month featured listing ($value) 06/28/- Invoice #*** - month platinum level subscription extension ($value) 06/28/- Invoice #*** - month platinum level subscription extension ($value) 06/28/- Invoice #*** - month platinum level + US bundle subscription extension ($value) 07/12/- Invoice #*** - Free subscription upgrade from classic level to platinum level ($value) 08/28/- Invoice #*** - month platinum level subscription extension ($value) 08/28/- Invoice #*** - month platinum level subscription extension ($value) 08/28/- Invoice #*** - month platinum level subscription extension ($value) 10/17/- Invoice #*** - Free subscriptions upgrade from gold level to platinum level ($value) 08/11/- Invoice #*** - weeks of a special offer a($value) 08/11/- Invoice #*** - weeks of a special offer a($value) 08/11/- Invoice #*** - weeks of a special offer a($value) 09/29/- Invoice #*** - month platinum level subscription extension ($value) 09/29/- Invoice #*** - month platinum level subscription extension ($value) 10/28/- Invoice #*** - month platinum level subscription extension ($value) As you can see, we have provided the consumer with $worth of free add-ons and extensionsWhile Ms*** may characterize them as "small tokens", the actual dollar value of these offers is well beyond the disputed amount she has citedGiven this fact, and given that according to our agreement with the consumer she must bear some responsibility for notifying us in a reasonable amount of time of any billing problem, we consider the first request of her desired settlement fulfilled As to her statements regarding CanadaStays and a traveler contact from that site, we have no record of any conversation with the customer on this matterCanadaStays is an entirely separate company from HomeAway, so if she spoke with someone from their Customer Support, they will need to address these concernsWe have no knowledge of any reservation which was made through CanadaStays, and we do not know to which "legal issues" she is referringCanadaStays Customer Support can be reached 8am to 4pm CST at (866) 808- Finally, as to the request to convert three of her subscriptions to the pay-per-booking advertising model, everything that needs to be done from our end for this to happen has been completedThe consumer must sign into her account on HomeAway.com using their username (***) and choose to switch to pay-per-booking to set her house rules and policiesIf the consumer needs assistance switching to pay-per-booking, she can contact our 24/Customer Support at *** ***