The Duct Cleaning Pros

As stated previously:We are terribly sorry for the time it has taken to get this matter resolved for the consumerAt this time, as a chargeback has been done and the consumer has the funds back on the credit card, we are unable to refund the $If the credit card is not able to retain those funds from the chargeback process we will be more than happy to refund the payment amount in full, including the service feeWe are unable to refund anything that currently unable to be refundedWe are sorry for any inconvenience this may have caused

We thank this consumer for their comments and sincerely apologize for the difficulty they are experiencing in trying to unsubscribe from our email messagingThe issue was escalated and we can confirm that this consumer's email address has now been unsubscribed and will no longer receive marketing
emails from vacationrentals.com

Complaint: ***
I am rejecting this response because:Homeaway is missing the point about disclosureThey are trying to pass the buck All they need to do is to clearly post on their listings that international transaction fees may apply They are the problem and they have the ability to fix the problem
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The specific fee schedule is effectively hidden unless you know to put that long address into the search, which nobody does. There should be a visible link on my dashboard or on the Homeaway home page. The traveler service fee is still listed as "service fee" as it has been since it was implemented five weeks ago and still appears to the traveler that the fee is being charged by us owners and property managers, not a "Homeaway Fee". My inquiries for February, were down 66% from a year ago and I had three more listings this year than last February. The only change has been the introduction of the "service fee"
Regards,
Larry Cain
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Complaint: ***
I am rejecting this response because:
Regards,
*** *** I have already did the above mentioned and it is a complaint against both homeaway and Vacation Rent Payment because homeaway is the one who hired Vacation Rent PaymentI'm not satisfied with the results but I accept it and I'm done with the process

Complaint* ***
I am rejecting this response because: VRBO can add all the charges they wish, for whatever they wishHowever they MUST DISCLOSE the charges to customersto simply charge my credit card for an unmentioned and undisclosed charge is FRAUD
Regards,
*** ***

Complaint: ***
I am rejecting this response because:I am not happy with your practicesI see you compared this to car insurance and I find that ridiculous When I pay for my car insurance I am actually using it by driving my car and choosing to do soI bought insurance for a place from your company with the intent to use that place just as I would have with my car except that the place I rented is not available to stay at and use so it is uninsurable by you with my paymentI again did nothing wrong, I rented a place for my family to stay on vacation, I tried to do the right thing and bought insuranceI wanted to stay where I rented but there was a fire at that place that doesn't allow my family to stay thereThat loss is not my fault and should not be held responsible for itThere is no product for your company to insure so why should I be charged for it.
Regards,
*** ***

Complaint: ***
I am rejecting this response because: The charge on my credit card was paid directly to Homeaway not to the owner!Also THEIR web site listing clearly states my deposit is refundable, this is their transaction and therefore should be their responsibility to deal with the owner.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The response from HomeAway is very disturbing as I DID follow and pay using the link provided from the HomeAway web, which was likely hackedObviously, HomeAway is not taking responsibility.HomeAway advertises secure and a safe reservation + protection to custumers, when I am providing evidence that this is absolutely not TRUEHomeAway is NOT taking responsibility of what they advertise.We requested HomeAway a reimbursement of the euros (not even considering the costs incurred as a consequence of this fraud).See below the e-mail sent to HomeAway by St Michael's Hospital (as the funds are provided by this institution).Regards,
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*** *** * *** *** * ***Dear HomeAway, I am writing on behalf of Dr*** *** as the legal counsel for *** *** *** Dr*** had booked an apartment through the HomeAway website on May 21, 2015. Dr*** then received a notice from HomeAway on May 28, that the listing was fraudulent. The notice was provided after Dr*** had wired monies to the fraudulent renter through a wire transfer linked provided by HomeAway. Dr*** has filed a criminal claim with the police and a fraud claim with his bank, ***, and as well attempted to recover the transfer. However, he has not been successful. Furthermore, the monies used to pay for the apartment, euros, is funding provided by *** *** *** in support of Dr***’s research activities (which includes payment for accommodations to attend conferences). Due to the fact that the fraudulent activity resulting in the loss of monies by Dr*** was supported by HomeAway, HomeAway should bear responsibility for this lossWe are disappointed in the way HomeAway has handled this situation and their response to DrSaponsik’s claim. HomeAway’s disregard for satisfactory customer service and potential fraudent activity poses serious implications for further business from *** *** ***l and its employees and physicians. We request that HomeAway reimburse Dr*** for the monies lost due to fraudulent activities supported by HomeAway. This amount totals euros. Please remit the monies to Dr*** within business days of this email. If monies is not remitted to Dr*** by October 8, 2015, we will take further legal actions. If you have further questions or comments, please feel free to contact me at*** ** *** *** *** *** Regards, *** ** *** **Legal Counsel*** *** ***l Mailing Address:** *** ***
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This complaint is not against HomeAway IncWe cannot comment on this consumers complaint since it appears to be with VacationRentPaymentIf 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-***They are open hours a day, days a weekEmail support is available at ***HomeAway Customer Support will not be able to assist in this matter

Complaint: ***
I am rejecting this response because:i am a property owner not a traveler and the respondent had clearly not bothered to read the complaint.I would like to bring make the respondent aware that the payment provider that they have selected does
not pay the property provider (host), does not purchase insurance to protect the host from charge backs, does not investigate charge backs and does not Verify guests to the best of their ability to prevent all of the aforementioned from happening in the first place. Look out VRBO and Homeaway the millenniums prefer to book there vacations thru Airbnb And hosts like me prefer that and wish everyone would book thru an responsible company like Airbnb One day that will happen?? please forward this complaint to one of your subsidiaries i.eThe one that is responsible for payment to hosts (holiday rent payment)so the matter can be addressed Just like your phone system your organization is set up as a maze obviously to avoid accountability
Regards,
*** ***

Thank you for your most recent response.HomeAway 100% guarantees up to $10,in the event of fraud or phishing according to the terms and conditions of the Carefree Rental GuaranteeThis traveler unfortunately did not purchase the Carefree Rental GuaranteeAs an unprotected traveler this consumer may be eligible for coverage under the terms of the Basic Rental GuaranteeTo see this explained please see our security center http://help.homeaway.com/security/We also have a landing page that each traveler is given a link to when they initially inquire: http://www.homeaway.com/info/ha-guarantee/travel-with-confidence and is also emailed after each inquiry submitted.This traveler sent funds to an individual, he did not pay through the HomeAway Payments platform with a credit cardUnfortunately this traveler did not protect his funds with the Carefree Rental GuaranteeAgain we are so sorry for this travelers experience, and of course will assist with his Basic Rental Guarantee Claim if applicable

Thank you for bringing this consumer’s concerns to our attention.On June 30, 2017, the consumer used our site to inquire on property VRBO #*** The inquiry was for a stay in ParisAccording to our records this consumer used the same email address to inquire on this property as they did in contacting the Revdex.com regarding this matter.As the consumer used our site to inquire on a property, they are bound by the Terms and Conditions found:
***We do apologize for any inconvenience or confusion this may have caused

Complaint: ***
I am rejecting this response because: If I were aware that travelers were eventually going to have to pay a service fee, I would have NEVER paid for a subscriptionThis is a fraudulent, unethical practice that is disturbing how Homeaway believes this is good business I want my subscription money back, and money lost as a result to lost bookings I have evidence of such
Regards,
*** ***

We apologize that the customer had this rental experienceVRBO does not know when vacation rental homes are on the market unless the owner advises us that the unit is for saleVRBO also does not own or manage units on the site as there are over a million properties being advertisedWe were able
to re-book the customer in an alternate unit and cover any additional costs that were incurredOnce again, we apologize for the inconvenience that this incident caused the customer

Thank you for bringing this consumer’s concerns to our attention.This consumer was attempting to retract a review from a property they stayed at, but was not following the steps we require in order to do so properlyThe request to retract a review must come directly from the email used to create the review in the first place, and they were instead including all possible source emails in the body of their email request.We did receive a proper request from the correct email address on 8/1/2016, and the requested review was removed on 8/3/As this was the basis for the consumer's complaint, we now consider this matter resolved

Complaint: ***
I am rejecting this response because:VRBO/HOMEAWAY, DID QUARANTINE TO FIND US A PLACE TO STAY, (Terms under VRBO/HOMEAWAY BOOK WITH GUARANTEE) IF THE OWNER/MANAGER CANCELLED OUR RESERVATIONWHEN I CONTACTED VRBO/HOME AWAY TO ADVISE THEM *** *** CANCELLED MY RESERVATION (AFTER I HAD PAID HIM IN FULL), VRBO:HOMEAWAY DID NOT FIND ME ANOTHER PLACE TO STAY!! WHICH IS WHY I WANT MY MONEY REFUNDEDVRBO/HOMEAWAY ADVISED ME TO CONTACT THE PROPERTY OWNERTHIS IS NOT WHAT WAS STATED ON THEIR WEBSITE.
Regards,
*** ***

Thank you for bringing this consumer’s concerns to our attention.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 resultsListings that have a lower than expected
booking acceptance rate, or higher than expected auto-declines can also be hidden If your listing is currently hidden because of your acceptance rate, or if you hid the listing yourself, you can unhide it directly from your dashboard when you are ready to start accepting bookings To comply with our *** *** we recommend the best practices outlined below to avoid being hidden and missing booking requests in the future: Keep your calendar updatedBlock your calendar at times when your property is not available to make sure you avoid any unwanted requests from travelers.Make sure your rates and fees are accurate to streamline the booking process.Set up your House RulesSet up your House Rules so that you’ll only receive booking requests from travelers you would acceptTravelers read agree to follow your rules before they can book with you.Download the mobile appSign up for push notifications to see booking requests as soon as they happen.Set up text message alerts (SMS)Receive your requests via text message (SMS) and respond quickly

We apologize for any frustration but our system does not allow for traveler accounts to be completely deleted. However, we have disabled the account, preventing it's further use

Thank you for bringing this consumers concerns to our attention.According to our records we were contacted by this consumer regarding this matter (case #***) back on 7/30/After working with our customer service and / or Vacation Rent Payment this matter was resolved and the case was noted
that consumer was satisfied with outcome and it has all been ‘figured out” The last contact we have from this consumer regarding this mater (date case closed) was 8/24/Should this consumer have any additional concerns regarding this matter please contact us directly referencing case number above.Thank you,*** *** Trust & Security Supervisor | HomeAway, Inc