ComplaintsforVacasa

• Initial Complaint

  12/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a weekend stay with a property managed by Vacasa for the weekend of 11/5 and 11/6/2021 at a cabin located in ***** ********. We arrived Friday evening 11/5, had dinner and went to sleep. When we woke the next morning the water was not working for the property. We didn't have cell service so I had to drive to *************** to contact customer support. They sent a repair man so I had to drive back to the property to meet him, he could not repair the water pump so I had to drive back to *************** to call customer support again. At which time we were told we had to move, we could not stay in the rental without water even though we offered. We were told we could leave or move to another property at a discounted rate. We chose to stay as it was a 4 hour drive to get there and we had small children with us. At this point the day (and really the vacation) was shot as we had spent almost the entirety of the day dealing with the situation. I later discovered that not only did they not give me a discounted rate for the second night, they actually charged me an additional $234 for the second nights stay. I attempted to reach the company multiple times via email and phone and even left a bad review to try and get someone to contact me. I was told repeatedly that there were no "notes" and that they needed to get supervisor approval and they would call me back. They also gave me fake numbers to contact supervisors myself. When I finally got in someone on the line claiming to be a supervisor she told me that they were not going to refund any of my stay. I told her I didn't even care if they offered the discount that was originally promised I just wanted them to honor the original price of $166 and refund the additional $234 we were charged the second night. She refused, she gave me a candid spiel, talked over me and refused to let me get a word in. She also said that there was absolutely no one in the company over her that I could speak with.

  

  Business response

  12/16/2021

  We are sorry to hear about the issues experienced by this guest. We are unable to identify the reservation referred to within this complaint, please provide the associated reservation number or code so that we may assist further. Thank you.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Reserved ************ condo from ***** ************************* in late June 2021. Paid initial deposit and travel insurance ($714.11) to ***** for stay 12/23-12/30. Reservation # 0N4JK2R6.***** sold their ************/*********** operation to Vacasa of ************ on or about September 30. I received notice of the sale from both parties and indicated everything would proceed as planned. No action was required.October 23, 2021 received notice from Vacasa Relocation Team that property reserved was no longer under management by Vacasa. Offered to re-locate us to another Vacasa property or refund our money. As all the Vacasa properties offered were unacceptable we opted for the refund on October 24th (*******). After insisting I was due a refund for the deposit AND the insurance (due to this issue being no fault of mine, but the result of Vacasa's owner retention efforts) the rep agreed I was due a full refund. She processed refund request and indicated a check would be issued because the initial credit card payment was with *****.November 15th called (***********************) and was told the check was written November 11th. Indicated sometime mail from ****** was slow--seven to ten days. November 29th, still no refund, called again (*****************************). Confirmed status showed refund check of $714.11 written 11/11/21. Promised to call "finance department" and call me back. No returned call.November 30th, called ************/***********/***** office. Talked to ***** ***********************) who promised to check on the status and call back. No returned call.December 2nd, still no refund. Talked to another CSR in the calling tree who confirmed the facts in the file were unchanged and suggested the problem was with the postal service since COVID. December 3rd, filed complaint with ******* **************************

  

  Business response

  12/16/2021

  Thank you for writing us regarding your issues and we are so sorry for the frustration and inconvenience this has caused. We see that since the filing of this complaint, you have been in touch with our customer service team. The initial check has been cancelled and a new check was cut and issued on 12/6/2021. Thank you.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a place in ***********, ** Sept *****. paid $660. when we walked through the doors, we immediately noticed an awful smell. upon checking the rest of the unit, we noticed the shower door did not close, the curtains did not cover the windows, the internet did not work at all (even after following troubleshooting steps posted on the wall), the security system did not work at all, and the door handle was about to fall off. we contacted maintenance for the property, who told us he knew he unit was in this condition but never offered to fix the problems. i immediately called vacasa and advised them of the issues, to which the agent told me to leave the unit and she would put in a request for a refund. after MINIMUM 25 phone calls and 6 promises for a callback (which never happened) they stated they would not give me a refund because i didnt let them fix the issues WHICH THEY NEVER OFFERED TO DO!! i disputed the charge through my credit card company who stated the response from vacasa was that they offered me a refund. called vacasa again, they said they would never refund me any of my money. DO NOT USE THIS BUSINESS

  

  Business response

  03/02/2022

  Thank you for providing those details so that we may look further into your reservation. We see that you called Vacasa about your issues around 10pm local time, and left the home shortly after calling, without giving us the opportunity to assist with the wifi connection, or addressing the minor maintenance issues observed. Our team reached out the next morning to assist, but the guest informed us they departed 30 minutes after arriving. We are unable to offer a refund to this guest as we were not given the opportunity to assess the home and the fix the issues before the guest departed and booked other accommodations. Our local team is standing by to address any issues that come up during guests stays, or find an alternate location to host them in if their issues cannot be fixed. As the charges have been disputed by the guest, we are further unable to provide any compensation, as the funds are held in dispute and not accessible any longer by Vacasa.

  Customer response

  03/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:LISTEN TO THE CALL. the person i spoke with told us to leave. she also told me she was putting in for a refund because i HAD to leave. we attempted to contact maintenance who stopped answering our calls, AND called Vacasa who NEVER offered to fix the problem. never one time did ANYONE call me. i had to continuously follow up because no one knows how to do their job. maintenance told me they KNEW it was in this condition and the owner chooses to rent it out anyway. my financial institution has already given the money back. they do not have it. listen to ALL THE CALLS!!! 
  
  Sincerely,
  
  ******** ******

  

  Business response

  04/20/2022

  Hello ********, 

  We have receive an update regarding your reservation and the credit card chargeback. The chargeback was won by Vacasa and the bank determined no refund was due. We discussed your situation with the General Manger of ******* ******** ************ and they did not approve a refund. This has already been communicated to you in prior correspondence via phone by our guest services team. This is our final notice that there will be no refund. 

  Thank you. 

  Customer response

  04/20/2022

  
  Complaint: ********
  

  Vacasa is the WORST company i have ever worked with and i will make sure as many people know about my experience as possible. you people are disgusting. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  11/29/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I book a reservation for my son birthday and he said he could not make it and the cancellation policy state 50 per refund after 48 hours however I called the number to get my refund they said I can't get refund I told them ok I will rebook the host said that was ok when I went to book it ask me for the same 354 which I already paid the host so I contact them and get no good response also the host blocked off the dates so I can't book and don't want to refund my money hosted by ******

  

  Business response

  12/17/2021

  We are sorry to hear about the issues experienced by this guest. We are unable to identify the reservation referred to within this complaint, please provide the associated reservation number or code so that we may assist further. Thank you.
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩