ComplaintsforVacasa

Property Management

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Initial Complaint
10/14/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
-Booked a stay at the 1 bed room unit through Vacasa 10/5-10/11. -Vacasa called the day of arrival (few hours before check-in) stating they had JUST sprayed for ********** was mandatory to come back in the middle of our stay to treat again. -We raised concerns & asked why it needed to be treated AGAIN when it was JUST treated, they denied any issues with the unit and said it was a mandatory, preventative spray. We were concerned about an ongoing infestation as recent reviews mentioned cockroaches. They assured us it was preventative spray. -At 9:56 p.m on 10/5 cockroaches started coming out of the holes in the caulk between the *************** We started seeing them all over the kitchen cabinets, running across the counters, floors, & across the stove! -We immediately contacted Vacasa customer service & reported the infestation/cockroach bait being present on the kitchen counters & in reach of my young daughter. -We sent time stamped ***************** (showing we were at the correct address). -They claimed they would pass the info on to the local team. -We told them we were not staying there and were packing & leaving for other accommodations. We asked for a refund.-Vacasa stated, I'm truly sorry that you had to deal with these issues. But no worries we already send a report to our local team about this. Just keep your line open for them to reach you back.-We left by midnight & did not return to the unit.-Weve contacted customer service several times for a refund. Weve email & sent the proof of the cockroaches multiple times. -We asked for a refund again today, 10/14/24, and Vacasa customer service stated we are still reviewing and in discussions with the local team. We appreciate you giving us additional time as we work on this resolution. Thank You.-We would like a refund but they just keep delaying. So, I decided to come here and file this complaint.
Business response
10/21/2024
Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. Our records indicate that a refund has since been issued.
Initial Complaint
10/13/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Sept 29 2024 we rented a cabin in ***** Ga for 2 nights. We immediately saw that the hot tub and jacuzzi werent working. We called the office and was told it would be fixed tomorrow morning, and some money would be *********** one showed. Subsequent phone calls and messages were ignored. Cabin otherwise was fine, but customer service very poor.We would appreciate someone contacting us and compensating for the loss of use of hot tub and jacuzzi.
Business response
10/17/2024
Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. It appears that compensation was approved but unfortunately was overlooked and never processed. We have refunded 167.50 for the loss of amenity.

Customer response
10/20/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22416825, and find that this resolution is satisfactory to me.

Sincerely,

Helen Smith
Initial Complaint
10/12/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We called vacasa on 10/3 to check on the rental property status after hurricane ******. Were left on hold multiple times and finally were informed to wait for an email in regards to the condition of the property or cancel without a refund. The hurricane occurred 9/27 and our stay is 10/18 to 10/20. On October 7th we received the below:Were writing with an update on your reservation in the ************** area. Unfortunately, due to continuing recovery efforts after Hurricane ******, you will not be able to arrive at your vacation rental as planned. To ensure your safety, we ask for your cooperation.Were here to help. Please see below for your options regarding your reservation:If you purchased travel insurance you can start a claim here: Contact Rental Guardian, Red Sky, or CSA Travel ************* may move your reservation date out to a different date within 30 days of 10/19, at the same ************ may move your reservation to an alternate location that is not impacted by the storm for a check-in within the next 30 days The provided options do not mitigate the issue and are unreasonable. This is the only weekend we can attend.Other properties were twice the price in different areas when looking into that option.If we cancel we will lose all our money. Vacasa would end up taking our money without providing a service.I called again October 10th to explain the circumstances and was told Id be put in a que for a call back from a manager and denied the refund from the unforeseen natural disaster. I have not recieved a call back or a reasonable option. Vacasa is stealing money without providing a service or good. I sent an email on 10/9 explaining the circumstances and requesting a full refund. I have still not received a response.We have been left on call backs multiple times and it has taken days to receive a call back and no response to the emailed request of the full refund.
Business response
10/17/2024
We appreciate you taking the time to share this information with us. We are sorry that your travel plans were impacted by the storm. You agreed to our rental contract, which does note that we do not provide refunds for events that are not within our control, including but not limited to natural disasters. That said, it does appear that you have since been refunded.
Initial Complaint
10/12/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I rented a condo through Vrbo that was managed by VAcasa. When I arrived there was an event taking place outside of the condo that had over 1k people creating an unsafe environment for me and my child. When I called they told me that it was not their problem. The noise went on through the night and i subsequently requested a refund or reimbursement for being unable to use the property. They have a zero refund policy that is predatory towards the customer.
Business response
10/17/2024
Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. We feel as though it is up to our guests to research the area they are coming to and any events that may be occurring at the time of their reservation. We have not control over area events and would not refund for such.
Customer response
10/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22415362, and find that this resolution is satisfactory to me.
I emailed the executives for both VACASA and VRBO Sunday evening and both businesses called me Monday morning to offer a refund. I have been refunded in full.

Sincerely,

Jill Thomas
Initial Complaint
10/12/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
October 11th thru 13th *************************************************************************** Vacasa thru air BnB This place was listed with a queen bed, it is a full bed It was listed with a kitchen, there is no kitchen It was listed with a work space, there is none It says it is a beach front with beach access, there is no beach access The back door wouldn't lock There was **** on the bed Paid $269.01 Requested a refund and was denied they won't accept any changes spent over 5 hours back and forth with them and air bnb for them to reject my refund then when I went to go lay in the bed It was covered in ****.
Business response
10/16/2024
Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. Our records indicate that you have since been refunded.
Initial Complaint
10/11/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I made a reservation through **** for a house in Blowing Rock for my cousins daughter's wedding. I have attached the dates, correspondence, etc. I cannot tell you how completely disturbing this experience/company has been. A real blow to the mental health of someone who has been in the short term rental business for many years. Quick to take my money. Cancelled my reservation d/t hurricane ******. Refused refund even though their refund policy states refunds if house uninhabitable. The house was uninhabitable. The insanity goes on and on. There "service ***** are disturbingly uninformed, do not read text or email exchanges and told me several different answers when asked for a refund. The worst company I have done business with ever.
Business response
10/16/2024
Thank you for taking the time to share this information with us. We are sorry that your travel plans were impacted by the storm damages. The rental agreement you signed with us, does state that we do not refund for natural disasters. I appears that you filed a chargeback and we would not process any funds pending the outcome of that.
Initial Complaint
10/11/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I booked a rental property through Vacasa at ********************************************************** for the dates of August *****, 2024, and paid in full in advance. Upon arriving to the property, there were several issues making it uninhabitable. 1. The house had not been cleaned. There was cobwebs and dust everywhere, and sand from the beach all over the carpeted floors, while the kitchen floors were sticky (I had to wear shoes inside because it was so dirty). None of the surfaces had been wiped down.2. There were large dead houseflies all over, including on the bed and kitchen counters.3. The backdoor was off the track upon arrival and did not close or lock, creating a safety issue.4. This was a work trip, and the wifi in the home did not work, despite the listing saying the home had wifi.5. There were no clean bath towels, despite the listing saying towels were provided. 6. There were several additional inaccuracies in the listing. I stayed one night of the four I booked due to the condition of the house. I had to book and pay for a hotel last minute due to the horrible experience with Vacasa, which was a huge expense and inconvenience. I requested a full refund for obvious reasons, and have thus far only received a 50% refund. The listing was not accurate and the house was uninhabitable.Additionally, I left a one star review, and Vacasa did not post it, showing that they mislead and scam customers. I wonder how many other poor reviews were filtered out of the listing I booked?
Business response
10/16/2024
Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. You have been refunded 50% of your stay and nothing further will be provided. You did not report any issues to us other than the wifi so we weren’t given an opportunity to address them. No further refund will be provided.

Customer response
10/16/2024

Complaint: 22411321

I am rejecting this response because it is simply not true. I did alert Vacasa of the many issues. I paid for a safe, clean place with wifi, and Vacasa did not deliver any of this. Horrendous, unethical company to deal with.
Initial Complaint
10/10/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Company accepted reservations for a listing on ****. There was a natural disaster in ************** where reservations were made. The company is refusing to communicate and or provide a refund for money already paid.
Business response
10/16/2024
Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. Our records indicate that our team was in contact with you and informed you that the home you reserved was accepting guests and accessible to travel to. Therefore we would not provide a refund.
Initial Complaint
10/10/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We booked property in *************, ** (Confirmation #9W8HTSDZ) with Vacasa LLC, *************************. OR *****, through **** for the period 11 Oct thru 14 Oct 2024. Due to situations surrounding Hurricane ****** issues at our rental location (mandatory evacuation) we were told by Vacasa LLC that the unit would not be available during the time we had reserved and paid for. We were informed that we could utilize the rental unit we reserved at another date within 30 days. We contacted Vacasa LLC and explained that we were coming down for a wedding (that has also been canceled due to Hurricane ****** damage) and that another day would not work and we requested a full refund on the rental charges. **** refunded the booking fee of $118.00 and contacted Vacasa LLC in an attempt to convince them to refund the rental fee -They refused. We have asked that they refund us the rental fee of $964.98. Additionally, **** also spoke with Vacasa LLC and was told that no refund would be issued.
Business response
10/15/2024
We appreciate you taking the time to share this information with us. We apologize for any inconvenience you experienced. It appears that you were able to make it to the rental and stay in the home.
Initial Complaint
10/10/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a rental in *******. I wasn't given the option to buy traveler's insurance. With the hurricanes, I asked for a refund or credit to stay a different week as i have young children and Florida is a mess right now. Vacasa Is unwilling to work with anyone and is essentially holding my money with no compromise to try and resolve the issue. I have reached out several times and given ample time to change the travel plans all to fall on deaf ears. Absolutely horrible customer support and hopefully won't be in business long.
Business response
10/15/2024
Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. It does appear that you originally wanted to cancel and be refunded due to a medical issue, then you reached out and wanted to cancel and be refunded due to the hurricane. Please note that you signed our rental agreement which states that we do not refund for events that are not within our control. Our records do incidate that we were able to make an exception and move your dates.

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