Complaints

This profile includes complaints for Kasa Living, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Kasa Living, Inc. has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Kasa Living, Inc.

  221 Pine Street Suite 500 San Francisco, CA 94104

• 

  Kasa Living, Inc.

  120 S Whitfield St Pittsburgh, PA 15206

• 

  Kasa Frisco Dallas

  7255 Texas Rangers Dr Frisco, TX 75034

• 

  Kasa Frisco Dallas

  7255 Texas Rangers Dr Frisco, TX 75034

• 

  Kasa Frisco Dallas

  7255 Texas Rangers Dr Frisco, TX 75034

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Took my money, no product, not answering emails.

  Business Response

  Date: 04/29/2024

  Dear *****, 
  
  We understand that you're facing an issue with your purchase of a Laundry Masher. After carefully reviewing the documentation you provided, we have determined that your complaint should be directed towards *************** Limited, not Kasa Living. We are not affiliated with the former company, and unfortunately, we are unable to assist you with your issue.

  We trust that you will be able to resolve your concerns with the correct party.

  Sincerely,

  Team Kasa

   

• Initial Complaint

  Date:03/09/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a listing through Airbnb for an upcoming trip to ******* before the US military moves ** out of country. **** sent me an email they needed to cancel my reservation but asked me to cancel through Airbnb for a refund. This is after I have paid both for the reservation and pet fee. They should cancel if they cannot accommodate and also make known the person who is listing the accommodations.

  Business Response

  Date: 03/11/2024

  Dear *******,
  
  We're sincerely grateful for your patience and understanding as we manage our unexpected departure from our ******* property, which has unfortunately impacted your booking. We understand that this situation is not ideal, especially since you are preparing to relocate. 

  Our primary focus is to minimize any inconvenience to our guests during this transition. We've been guiding our guests in initiating the cancellation process through their respective booking channels. This is a crucial step to ensure that your booking is officially recognized as canceled, which in turn will expedite your refund, including any fees for additional services, such as the pet fee. This process protects your interests and makes the refund process more efficient.
  
  Our commitment to building a global accommodations brand that is beloved by our guests remains strong. Although this situation is not what we would have wished for, we are dedicated to assisting you in every possible way. If there is anything further we can assist you with, please do not hesitate to let us know. 
  
  Sincerely,
  Team Kasa
  

  
  

• Initial Complaint

  Date:11/03/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bonjour j'ai t contact par un Mr ** nom de ****** pour un travail en ligne pour noter les htels aprs une formation de quelque heurs il a accept me recruter et je dois not les htels en ligne avec l'tabli de KASA chose que j'ai effectu faire subitement aprs la premire journe on me dit que le solde dans mon workbench est ngatif et il va falloir le compenser avant de pouvoir continuer j'avais refus ** dpart mais il m'a dit non tu va recevoir ton argent aprs comme ce geste a t rpt 3 fois et j'ai compens jusqu' ****cad encore c'est la dernire tape o je dois terminer la tche ils me disent que mon solde est ngatif de **** dollars amricain environ 6 et quelques CAD j'ai refus et j'ai compris que ce n'est pas une entreprise mais c'est une arnaque. Je dpose cette plainte **prs de vous pour rclamer mon argent investi qui est de ****cad **prs de l'entreprise kasa

  Business Response

  Date: 11/06/2023

  Dear ***********************************, 

  We sincerely regret to learn about your distressing experience with ****. It is evident that you have been targeted by an impostor posing as ****, and we are truly sorry for the ordeal you have endured. We want to emphasize that Kasa is a legitimate and reputable company, and we strictly adhere to ethical business practices. For the safety of our candidates, we also provide this notice in our job applications:
  
  Kasa does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or ******************* team.
  
  The Kasa Talent Acquisition team will only communicate from email addresses that use the URLs kasa.com and us.greenhouse-mail.io. We will not use apps such as ******** Messenger, WhatsApp, or ****** Hangouts for communicating with you. We will never ask you to send us money or technology to work for our company. If you believe you are a scam victim, please review your local government consumer protections guidance and reach out to them directly. US-based applicants may refer to this article from consumer.ftc.gov for more details.
  
  We understand the significant financial investment you have made in this unfortunate situation. However, it is crucial to clarify that **** cannot assume responsibility for any financial transactions outside our official platform.
  
  In light of these circumstances, we strongly urge you to take immediate action by reporting this incident to the appropriate authorities. It is essential to safeguard your personal and financial information, and we recommend seeking guidance from law enforcement agencies to address this fraudulent activity.

  Sincerely, 

  Team Kasa

• Initial Complaint

  Date:10/17/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a property in ********** through the **** website on 9/21-9/25. The property was filthy - dirty floors, trash in the disposal and it smelled awful, pet hair in the sheets, damage to the walls and floors, stains on carpet and sofa. That was bad enough but then my daughter was bit by something and we saw a BED BUG on her pillow. When I called the property manager they were very un responsive and uncaring. I asked several times for them to relocate us and the would not. They sent an exterminator out the 3rd day and wanted us to vacate the premises including all of our belongings (which may have already been contaminated). They refunded the cleaning fee but that was all

  Business Response

  Date: 10/18/2023

  Dear *******, 

  We are very sorry for the issues you faced while staying at our Ocean City property. We completely understand that your experience was far from the high standards we set for comfort and cleanliness. We acknowledge the severity of your complaints and apologize for any inconvenience you and your family had to face.
  
  We want to make it clear that upon receiving your initial complaint, we immediately offered you the option to leave early and receive a refund for your unused night. However, you chose not to take this offer. We arranged for an exterminator to handle the situation as soon as we could, and your cleaning fee was refunded to you as an immediate corrective measure.
  
  We have taken all the necessary steps to address the situation as quickly as possible, and as per our policy terms, we will not be offering any further compensation. Thank you for bringing this to our attention and allowing us to clarify the situation. 

  Sincerely,

  Team Kasa

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20742447
  
  I am rejecting this response because:
  

  They did offer a refund if I vacated the property but I could not find another comparable option. It was 9pm and in the middle of a tropical storm. I asked them several times to help me locate another place to stay and make the booking as they are a rental company and even have a relationship with the property directly next door. They kept telling me they would look into it and then would call me back days later saying they would not. they did  not immediately refund the cleaning fee,  I had to demand some compensation and that was all they would do one the last day of my trip.   I spent the majority of my vacation emailing, texting, sending photos, and waiting on responses from them and was not able to enjoy with my family . It was very stressful and made for an awful time  

  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/24/2023

  Dear *******, 

  We understand how the lack of immediate solutions and the ongoing tropical storm must have resulted in great inconvenience for you. Realizing the gravity of the situation, we are taking assertive, remedial action. You will receive an additional credit of $218.55 added to your previously given compensation. Your total credit now stands at $333.55, effectively offering a 50% reduction on your billed amount. 
  

  We sincerely apologize for the circumstances that marred your vacation experience. Our mission is simple and clear: to ensure you feel at home with seamless, convenient service, and we realize that we fell short in your case. We hope this gesture communicates our heartfelt regret for the situation and our commitment to making it right.

  We appreciate your patience and understanding and look forward to the opportunity to provide you with a more enjoyable and stress-free Kasa experience in the future.

  Sincerely,

  Team Kasa

   

  Customer Answer

  Date: 10/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/14/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed at KASA in ****** and was bitten by bed bugs. After moving to a new apartment, I found that the bed bugs had traveled with me and infested my new apartment as well. **** confirmed that they found bed bugs in my room. **** did not offer any compensation until we demanded it upon which they only offered a half refund. We want to get a full refund and compensation for our time, stress, and our belongings that we had to throw away or were ruined by the heat treatment process.

  Business Response

  Date: 08/15/2023

  Dear ***, 

  Thank you for bringing your concerns to our attention.
  
  Throughout your four-night stay, we received no reports or complaints about bed bugs. We regularly corresponded with you regarding other matters, but the specific issue you've mentioned was only brought to our attention after your stay when you posted a review online. 
  
  We also feel compelled to point out that the guests who stayed before you have not reported any similar issues. This leads us to candidly question the conclusion that our property was indeed the source of the said infestation.
  
  We understand the discomfort you've experienced, and we want to do everything we can to address your concerns. While there is a lack of substantial evidence definitively linking our property to the infestation, we've extended a partial refund of $402.26 to your account. This was done not as an admission of any failings on our part, but rather as a gesture of goodwill, hoping to ease the inconvenience you've experienced.

  If there is anything further we can assist you with, please do not hesitate to let us know.

  Sincerely,

  Team Kasa

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20468034
  
  I am rejecting this response because:

  First of all, we brought this issue to you in an email, not a review. After we notified you about the bedbugs, you performed an inspection, after which you concluded that there were indeed bed bugs in the room. It is well known that bed bug bites often do not show up immediately and can take up to 2 weeks to appear, so it is unreasonable to expect that guests should only be compensated if they report the presence of bed bugs immediately to your hotel. In this case, my sister and I were both bitten multiple times by bed bugs, but we were only able to ID them as bed bug bites after we had left the hotel, since we have never had this problem before.

  If you want evidence that your hotel was the source of the bugs, it is easy for us to show that the bed bug issues only started appearing after we stayed at your hotel, and we did not stay at any other locations during this timeframe from which we could have gotten them. We went directly to your hotel after landing at the airport, and the only other building we stayed at was the apartment that I was moving into. The apartment that I moved to was unfurnished and had hard flooring as well as no prior bedbug incidents. Meanwhile, your hotel confirmed to us that you had found bed bugs in the unit. After returning to *********, the rest of my family heat treated all of their belongings and have had no further incidents. On the other hand, I, who was often traveling between my new apartment and your hotel during the moving in process, am finding new bedbug bites every day. Simple logic makes it obvious that your hotel was the source of the bugs. If you want evidence for any of the info I have given, I am happy to provide it.
  
  Sincerely,
  
  ***************

  Business Response

  Date: 08/22/2023

  Thank you for providing us with details regarding the timeline of your movements, which is essential for our investigation and addressing the issue.

  To facilitate a resolution, we request that you provide a negative test result for bed bugs from the previous establishment or residence you inhabited, dated prior to your stay with Kasa. This documentation will greatly assist us in clarifying the source of the issue.

  Please know that we are committed to taking the necessary steps to address this matter. We look forward to hearing from you.

  Sincerely,

  Team Kasa

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20468034
  
  I am rejecting this response because:

  Clarify your request. I can do a current bed bug inspection on the residence I stayed in prior to staying in Kasa, but I obviously cannot produce a test from the past. Not only that, it is obviously unreasonable to expect that people should be able to produce such a test. Do you do bed bug inspections on your home every time before you go traveling? This is an absurd standard of evidence to require of all guests.

  
  Sincerely,
  
  ***************

  Business Response

  Date: 09/08/2023

  Dear ***, 

  We require certification confirming that your previous residence or accommodation, before your stay at Kasa, was indeed free from any signs of infestation. We recognize that this may have come as an unforeseen circumstance for you, and obtaining such certification before your trip might not have been feasible. Nevertheless, it is imperative to emphasize that this certification is the sole means by which we can definitively rule out the possibility that the infestation originated from your previous location.

  
  We prioritize the matter of bed bugs and have consistently documented our unit's condition with regular inspections. According to our records, there were no signs of infestation prior to your stay, and previous occupants of the unit had not reported or encountered any infestation issues with ****. The unit was only found to have bed bugs after your departure. Therefore, it would be premature to automatically assume that the infestation originated from our property. 

  Sincerely, 

  Team Kasa

  Customer Answer

  Date: 09/09/2023

   
  Complaint: 20468034
  
  I am rejecting this response because:

  Before we came to stay at Kasa we only stayed at our family home which had never had any sign of bedbugs. Before our stay at Kasa, we had never experienced a bedbug infestation before. After returning from Kasa and sanitizing all of their belongings, the rest of my family experienced no further bedbug issues. On the other hand, you discovered bedbugs in the unit at Kasa and told us as much. It is plainly obvious that the bedbug issue originated from Kasa. You can make whatever claims you want about the only admissible proof, but from any reasonable perspective all you need is common sense to deduce that the problem was your unit. Exactly what part of this logic do you take issue with? What is your suggestion for how we could have spontaneously generated bedbugs living in a home that hadn't had bugs for a decade, that all went with us to Kasa and no further?

  
  Sincerely,
  
  ***************

  Business Response

  Date: 09/15/2023

  Dear ***, 

  We understand how unsettling this situation has been for you. In light of the difficulties you've encountered, we have made the decision to provide you with the remaining refund from your stay. We believe it's essential to take this step as a demonstration of our commitment to making amends and ensuring a positive guest experience.
  
  The refund, totaling $402.26, has been initiated and should reflect in your account within 5-7 business days.
  
  Once again, we deeply apologize for the inconvenience and distress you've experienced. Your well-being remains our top priority, and we hope that this resolution has helped in alleviating the impact of the situation. 

  Sincerely, 

  Team Kasa

   

  Customer Answer

  Date: 09/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:08/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is in continuation of complaint #******** filed with the BBB regarding cancellation of a reservation with a full refund. In response to that complaint, **** agreed to cancel the reservation with a full refund. This agreement was communicated to the BBB (in writing) and separately emailed to me (see attachment). However, the company did not honor their agreement. Instead, **** charged my credit card in full on July 11. The company does not respond to inquiries or requests for a refund.

  Business Response

  Date: 08/07/2023

  Dear *****, 

  Thank you for bringing this matter to our attention. We have reviewed our records and can confirm that your charge dispute from July 5th was accepted, which should have initiated the refund process with your bank automatically. As per our records, we have not posted any additional charges to your account. However, if your records indicate otherwise, we kindly request you to provide us with a screenshot of the charges for our review and appropriate action.

  Please rest assured that we are committed to assisting you throughout this process to ensure a satisfactory resolution.

  Sincerely, 

  Team Kasa

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20414331
  
  I am rejecting this response because:

  Although Kasa acknowledges wrongdoing, the company has not honored its agreement to issue a full refund. The company merely acknowledges that it should not have charged my credit card in the first place but does not state "a refund has been issued". As of today, the refund remains outstanding for the 4th week.

  Additionally, **** does not appear to see any need to apologize for wrongfully charging my credit card, withholding my refund, and ignoring several emails regarding this issue. No customer should have to file a complaint with the BBB because a company does not honor its agreements. In ****'s case, I had to file two complaints. While one oversight may be excusable, a pattern of wrongdoing and unresponsiveness speaks for itself. 

  In short, ****'s response falls short in several ways and, as such, is not acceptable.

  Sincerely,
  
  *****************************

  Business Response

  Date: 08/08/2023

  Dear *****, 

  We sincerely apologize for the inconvenience and frustration you have experienced with our recent interactions. We acknowledge how important it is for our customers to have their concerns addressed and for agreements to be honored promptly. We deeply regret that our response has fallen short of your expectations.
  
  We recognize the distress this matter has caused. Your frustration is entirely valid, and we understand the frustration that arises when a company does not meet its obligations. 
  
  In our most recent communication through BBB, we requested that you provide us with a screenshot of the charge that appeared on your account on July **************************************** investigating and correcting the issue. We ask this because we have no records of processing this charge and can only initiate an inquiry with our bank merchant if you provide us with documentation. 
  
  We look forward to receiving this document and resolving this situation to your satisfaction.

  Sincerely,

  Team Kasa

• Initial Complaint

  Date:07/27/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a hotel with the company a couple months out before the reservation for a business trip. Two days later my business trip was rescheduled.I tried to cancel my reservation, but the company said I purchased a reservation that was on-cancellable and non-refundable (attached screenshot of how these cancellation policies were displayed). I chose the May 2023 sale option. I wouldn't say it was abundantly clear that the option I purchased would not be refundable as they have an option that is explicitly stated as 'non-refundable'. ) I spoke with my credit card company, and they suggested I dispute the transaction.I got a new date for the business trip, and for an extra fee the company, Kasa, let me reschedule my trip. A couple of weeks later I got a message from them:"My name is ****, and I am a member of Kasas ************** team. The decision has been made that you will no longer be allowed to stay with **** in response to a report alleging you opened a payment dispute on your Kasa reservation. As a result, your reservation has been canceled."I am fine with the cancellation. I only rescheduled the reservation because I was trying to use some of my lost hotel reservation money that was a sunk cost because of their misleading user interfaces. It seems they have moved away from displaying their cancellation policies like this (smart move).After they canceled the reservation on their end, I asked them if they were going to refund me anything, and I have not received a reply. I am looking for a refund after things were canceled on their end even after I tried to play by their reservation "rules".

  Business Response

  Date: 07/31/2023

  Dear *****, 

  We apologize for the issue you experienced with your hotel reservation and the subsequent cancellation. We understand your frustration and want to address your concerns regarding the booking process and the handling of your reservation. We strive to provide clear and transparent information about our cancellation policies, and we are very sorry if you felt misled by the options presented when you made your booking. 
  
  Regarding your initial request to cancel the reservation, we understand that the non-refundable nature of the selected option could have been more apparent, and you were seeking to reschedule due to a change in your business trip plans. The recommendation of your credit card company to dispute the charge of your active reservation led our Trust and Safety Team to cancel your booking as a pre-emptive effort to ensure that the transaction which transpired was not fraudulent in nature. 
  
  As you mentioned, we did accommodate your request to reschedule the reservation for an extra fee, but because your booking resulted in being canceled, we have processed the refund of $331.08. It shall take approximately **** business days for the amount to reflect in your account, depending on your bank's processing time.
  
  Please accept our sincerest apologies for the inconvenience and frustration you encountered. We value your feedback and will use it as a learning opportunity to make necessary improvements to ensure a better experience for all our customers.
  

   

  Customer Answer

  Date: 08/05/2023

   
  Complaint: 20385209
  
  I am rejecting this response because:

  My reservation was canceled from your side after we worked to get to agreed upon new reservation. I worked with your team to reschedule the stay and paid the additional amount required to reschedule to the new dates. It should have been a done deal after that, but then the reservation was canceled form your end, and unless I filed a BBB complaint, you weren't going to respond to me at all (I did not receive a response to the cancellation after 4-5 business days) and I assume not entertain the idea of refunding me anything. I think I should be refunded the full amount which I paid for the reservation. I initially paid $822.60 for the reservation and $331.08 to reschedule the reservation (which has been refunded. thank you). I don't quite understand why the initial charge for the reservation will not be refunded after you canceled my reservation on your end.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/09/2023

  Dear ******, 
  
  We are currently waiting for your bank to process the dispute that you had claimed for your charges of $882.60. 
  
  We understand that waiting for your funds can be quite frustrating, but it's important to note that the processes for a credit dispute and a refund are actually quite different. When it comes to a dispute, it can take longer for the bank to process it and release your funds. This is because a refund cannot be issued while a dispute is still pending. So, once you file a dispute claim, it's up to your bank to review and approve it before your funds can be released. 
  
  Our records show that your bank is reviewing your claim and shall provide an update on our before August 17. Please let us know if there is anything further we can assist you with to see this transaction completed. 

  Sincerely,

  Team Kasa

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20385209
  

  Thanks for the updated information. I will be happy to accept the response of Kasa Living once I receive a refund of the initial hotel reservation charge of $882.60.

  I don't know how things are working behind the scenes, but for what it's worth, I spoke with my bank and received the following information. They told me that the dispute was reviewed and closed out on 7/25/2023, so I am not sure what the delay is in getting an update. They have denied my claim "...based on the information available to us...we made our decision because...we cannot intervene in situations involving a merchant's return, refund, or cancellation policy...".

   Thank you for your decision to move forward with the refund. I hope the update required to get my refund is returned from my bank. I will be satisfied with the business response once refunded. Thanks.

  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/16/2023

  Dear ******, 

  We are pleased to confirm that a refund of $822.60 has been processed from your canceled reservation. These funds will be returned back to your account within **** business days.

  We thank you for your patience while waiting for this process to complete. If there is anything further we can assist you with, please do not hesitate to let us know. 

  Sincerely,

  Team Kasa

   

  Customer Answer

  Date: 08/16/2023

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

  Thank you for your cooperation.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/07/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Checked out of a reservation for hotel and received an email stating my $250.00 deposit will not be refunded due to marijuana smoke smell. I replied to the email stating that it is a bold face lie because no one smoked in the room. Contacted property supervisor and let him know as well that it is a lie that someone smoked in the room and he just kept stating that it was allegedly reported by his staff member and thats what he goes by. Also they stated a reservation was delayed due to this. I would like to know how and why it was delayed and what extra services needed to be done to provide the cleaning of this so called Marijuana or smoke smell? Yes I had put out a cigarette in a one dollar bill from an uber car ride and placed the rolled dollar bill holding my cigarette on a table and I guess the ashes came out of the dollar bill, but absolutely no one smoked in the unit. They shared a pic of ashes that had to came from the dollar bill but as God is my witness absolutely no one smoked in the unit.

  Business Response

  Date: 07/12/2023

  Dear *******, 

  Based on the report and evidence provided by our staff, it has been determined that there was indeed a presence of smoke odor, specifically marijuana, in the room you previously occupied. This conclusion was reached based on sensory detection, supported by visual evidence of ashes found in the unit.
  
  As clearly stated in our check-in policies, a smoking violation fine of $250.00 is applied when evidence of smoking is discovered in a guest room. Consequently, your deposit could not be refunded.
  
  We take the comfort and safety of all our guests seriously, and the strong odor in the room required additional cleaning of the entire space, ventilation, and air purification services. We had to take these steps to ensure that our high standards of cleanliness and comfort were maintained for the next guest. This extended cleaning process subsequently delayed the next reservation.
  
  We understand your disappointment and frustration in this situation, particularly since it did not yield the outcome you desired. We encourage all guests to familiarize themselves with our policies to ensure a pleasant stay for everyone.

  Sincerely, 

  Team Kasa

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20286433
  
  I am rejecting this response because: I spoke with your representative today name ****** who was working from home with her child speaking while trying to assist, she informed me, on a recorded conversation, that no sensory alert was sent to your management office you only found a cigarette ash which I informed **** that yes I had put out my cigarette in a one dollar bill when I was dropped off by a uber driver so I put it in my one dollar bill and laid the dollar bill on the dresser so a piece of ash may have dropped from storing it in the dollar bill. Absolutely  no one smoked anything in that room. I also have a recorded conversation that I had with your remote worker ****** that says you detected cigarette smoking but no alert was sent by your modernized smoke detection technology but I have an email that states marijuana so which lie is it? As I stated before its definitely not about the 250 deposit because I paid it. But its about the truth. Companies should not make false accusations just to make money off of consumers. Your company is fairly new and hopefully you will not continue to stay in business the years to come promoting this type of behavior. The company has lied to keep a small deposit I can just imagine how many other consumers deposits your company has illegally kept. I didn't need an outcome to come out in my favor, what ever that suppose to mean. I was just expecting the truth from your company. You have provided conflicting false information and as I stated before give the deposit to the man your company has living on a hot blue school bus with a dog in your business parking lot at ******************************************** ************. I will not be recommending this company and I will post on all social media platforms my humiliating experience i have encountered  with your company especially with your employee just walking my room unauthorized stating they have work orders to repair blinds. Customers make reservations and your employees should be taught how to know when the rooms are reserved and occupied. Your company is not even communicating with the employees to inform them when not to work in the room if its occupied. Lastly your online ad simply states your smoke detector modernized technology alerts your management office when there is smoking in the rooms but for some reason my room never sent an alert and your worker that came in the room during my stay didn't notify your company of any smoke smell when he entered as well. What should've been said was we located a small ash on the dresser and for that reason we have to keep your deposit but please refrain from providing falsified information like sanitizing and deep cleaning a room for an ash. Keep the deposit and learn to speak the truth, higher **** Your company customer service is horrible. I have attached the pics your company provided for the reason you had to sanitize and deep clean this room worth ****** that didn't set off your modernized smoke detector technology to your management office. 

  Have a wonderful day. 

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/14/2023

  Dear *******, 

  We sincerely apologize if there was any miscommunication or inconsistency in the information provided by our representative. Any confusion about detected smoking and any conflicting claims made in this matter deeply concern us and understand why it had prompted you to pursue this case further. We recognize the opportunity for improved communication between our team and our guests to avoid these incidents from recurring.
  
  Our decision to impose a smoking fee is not solely dependent on the trigger of a ***************. While the sensor is one of the tools we use to detect smoking activity, it is not the only factor considered. Our housekeeping team is trained to identify evidence of smoking or detect a strong smell of smoke, and their findings are also taken into account when making the determination. In this case, the the strong smell of marijuana and the discovery of ashes led us to the decision to retain your deposit. 
  
  Please understand that our intention is not to make false accusations or retain your deposit unfairly. As a company, we take these matters seriously, as we are responsible for ensuring a smoke-free environment for all our guests and property-partners. 
  
  We deeply regret any discomfort and trust issues this incident may have caused. Transparency is crucial to us, and we must ensure our guests can rely on the data we present. Please know that we are fully dedicated to making the necessary improvements to ensure a better experience for all our valued guests.
  

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20286433
  
  I am rejecting this response because: It is impossible for your housekeeping team to have been trained to identify evidence of smoking or detect a strong smell of smoke because if they were trained properly the only thing found was an ash that spilled out of a one dollar bill. THRRE IS NO WAY SHAPE OR FORM THAT MARIJUANA SMOKE SMELL was in this room and if your company continues to provide false accusations I will obtain an attorney for principal purposes only if that is the route I need to take. I have 5 adult witnesses and 4 kids from your property that was staying on the property as well that can definitely testify no MARIJUANA smoke smell was in this room. Your still mentioning the reason for retaining the deposit is for strong smell of MARIJUANA when you should be only stating you found an ash. I completely understood your smoke free policy as I have stayed at your locations previously. Your company does not understand transparency because if you did you would own that you found an ash. My family had an event and my guest as well as your worker that changed the battery in the lock to your unit, can all contest that there was no smell of MARIJUANA in this room. I had kids ranging from 5 to 17 and they are all raised to tell the truth. I also had adults from 40 to 85 and none of them smoke MARIJUANA. I'm asking that you please refrain from providing falsified information and please state the facts which is you find an ash. That's all I ask.

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 06/29/23 I made a reservation with Kasa for 4 nights, i then extended an extra night thinking that I had made an error on the nights, i then checked the flight and realized i only needed 4 nights. I called **** and they were able to refund me the money for the extra night and fix my nights to reflect 4 instead of five. Later that day I received some family news and realized i would not be able to make my trip. I called Kasa to ask for a refund and they said that they weren't able to provide a refund because it was out of the cancellation policy. I understand that their cancellation policy says 4-5 days before the reservation however I made the reservation the same day. I asked if instead of getting a refund they could just switch my reservation dates for later in July, as i had another trip coming and would love to stay with them, they said they would look into it and within an hour they denied my request to switch my reservation dates. They have said they are unable to refund my money because of the terms within my reservation however they were able to refund me the extra night, that didn't seem to be a problem. If i then decided to not want to cancel and move the reservation dates, they are saying this is not do able. How come it's doable with any regular hotel even if you can't cancel or get a refund. This place is a fraud, they just steal your money. I don't want business with them at this point i would like my money back as i will not be staying there due to an emergency and i no longer want to stay with them in the future. They were able to refund me a night and then later they say that can't refund me anything, they contradict themselves. Refund me before your reported as fraud.

  Business Response

  Date: 07/10/2023

  Dear *******, 

  Regarding the resolution of your refund request, our Manager has contacted you and offered ************ in the amount of $518.93 as a gesture of goodwill. We are sorry to hear that this option we presented does not meet your satisfaction. Considering the circumstances surrounding your booking and the fact that you opted for a non-refundable rate, we believe this is a reasonable resolution. 
  
  The Kasa Kredits, which we have already added to your account, can be used for future bookings and can still be enjoyed even if you change your mind. We understand this may not be the outcome you expected, but we hope you will consider using the Kasa Kredits for your future travel needs. It'll allow you to enjoy while we take care of creating a memorable experience for you. 

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20264666
  
  I am rejecting this response because: This company is nothing but liars and frauds they did not call me, they only emailed me from a general email with their resolution. This is not away to handle a complaint or provide customer service.

  
  The way i found about the generic email was because i responded and I had an auto response with "Thank you for getting back to us! Please allow me to reach out to our management team and review the refund request. We will reach out with an update. Appreciate your patience!" And i still have not heard from them.  

  
  The email you sent me with your offer/settlement is ridiculous your Guest Experience Manager so called "Vinny" emailed  from a general email *********************** no way of even having direct contact with him via email  a phone number. You seem to understand that the extension was cancelled without hesitation, and that my primary reservation was denied any sort of flexibility. Saying this i want to inform you the extension was booked directly through your website along with the reservation however your website does not give the option if it's refundable or not. And this is the first time i hear that my extension was magically covered under the refundable policy because over the phone I was told this was refunded back due to it being a mistake. Your email also states "I would have loved for our team to speak with you directly so we could have learned more about your request and provide options for you" I did speak with your team on 6/29/23 (if you would have read the BBB complaint and looked at the history) and you did not provide options. You simply said " not refundable nothing we can do" funny that all of a sudden a credit to the account is doable after I wanted to change the dates of my reservation to a later date in July you simply said "this can't be done".

  
  I also want to state that this company charged me $499.93 and then a few days later I had another charge of $52.00. Why was I charged $52.00? If i never showed up to the reservation after I called called to cancel because i was not going to make it. You don't even provide invoice statements.  I want the money to be refunded back to the payment method as it can simply be done since you now can offer credits to be used at a different time sounds like a refund is doable.  As i have previously stated i do not wish to ever book with them again OR recommend them at all. Stay away from this hotel if possible!!!

  
  I love that the email where my "resolution" was provided it also states "In order to confirm your reservation, please make your booking directly on Kasa.com , click the Redeem Kasa Kredit link below the credit card form, and input the confirmation code. Once the reservation is successfully created, our billing team will process the credit in our system. Please note that your card may be charged in full or in part during this process, and our billing team will follow up with a summary of your final payment amount, and the credit applied." There is no need for a card to be charged at all if a credit is applied and can be used.I would be crazy to ever trust them again with any type of payment method FRAUDS!!!!

  
  Please refund the money back as soon as possible back to the payment of method.  This is the only resolution i want as i do not wish to ever book with you. This seems like the appropriate resolution. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/12/2023

  Dear *******, 

  We regret to hear that our refund process has left you feeling unsatisfied and has led you to question our integrity. 
  
  We continuously abide by our commitment to provide you with your ************. Moreover, should you find it beneficial, we would be more than happy to offer personalized guidance from one of our team members during the booking process. This way, we can address all of your concerns effectively and efficiently, including clarifying any information in our standard verbiage or fees that *** require clarification. For instance, the $52.00 charge on your account was for your parking fee, billed separately from room and tax. 
  
  We understand that situations like these can be frustrating, and it saddens us to receive negative characterization, especially since we have made efforts to provide a reasonable resolution through compensation. Our intention is to ensure a better outcome than in instances where no recourse is available.

  Sincerely,

  Team Kasa

   

  Customer Answer

  Date: 07/15/2023

   
  Complaint: 20264666
  
  I am rejecting this response because: As a company they have FAILED to provide any type of resolution and FAILED to provide any type of customer service regarding this complaint. As you can tell this company has failed to even respond to my last email dated 7/10/23 or provide any type of customer service regarding this complaint. I have to login into the BBB to respond and/or get any type of communication from them.  As you can tell they have also FAILED to address ALL of my concerns with them from my previous rejection as they don't have anything to back them up. 

  I do not find it "beneficial" to be refunded in a credit from this company as i don't ever plan to stay in your hotel or make a reservation again. If they FAILED to provide great customer service from my first contact on 6/29/23 to cancel and get a refund. I can guarantee that they will FAIL AGAIN! And this BBB goes to show that they can't follow up with their customer's to provide any customer service, since i have not received a call at all from this company and they have failed to respond to my last email. Goes to show they won't be able to help with the credit or a reservation 

  They claim to say  they have made efforts to provide a reasonable resolution through compensation. I don't see any efforts being done to provide a resolution to my request/ complaint. I want to be able to never speak to this company or ever make business with them. Please have them REFUND my bank at their earliest convenience so we can both go on with our lives and they can continue  to rip other people off as that as the only thing they are great at. 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/30/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We used ****'s website to reserve an apartment (******, **). During the reservation process, we had to agree to ****'s Guest Accommodation Agreement, which requires a government-issued ID for identification purposes. We completed the reservation for a three-night stay, nonrefundable.AFTER the reservation, we received a link from Kasa that prompted us to complete a required reservation confirmation process. First, Kasa requires uploads of pictures of the front and back of a valid driver license. In the second step, **** requires a camera recording of the driver's face turning to the left and turning to the right and upload that recording as a biometric verification. The requirement of a biometric recording and upload was not disclosed prior to reservation.Guests cannot access rooms without completing the reservation confirmation process online. Kasa is not willing to complete the reservation without the biometric ID, which is a requirement that is, again, not disclosed prior to reservation. Kasa's Guest Accommodation Agreement requires only a government issued ID, not a biometric confirmation.Kasa refers to its Guest Accommodation Agreement to deny refunds for non-refundable reservations if guests do not complete the electronic ID verification process. "We reserve the right to refuse service to individuals who do not ************ information. In the event that you refuse to provide your valid, government-issued ID after making a reservation, your reservation will be cancelled in accordance with the section entitled Cancellation and Refunds, below."However, the Guest Accommodation Agreement that is available prior to booking a reservation only refers to government-issued ID. Kasa requires additional, biometric verification AFTER the reservation is booked. That is more than what is disclosed to consumers. An attempt to resolve this with **** was unsuccessful. Responses to email inquiries are automated. Additional follow-*** were not responded to by ****.

  Business Response

  Date: 07/07/2023

  Dear *****, 

  We are sorry to hear of your dissatisfaction with your Kasa booking experience, including your attempt to resolve your concerns about our identity verification and screening process with our Guest Experience Team. In response to your concerns, we have provided you with a full refund of your reservation fees. 
  

  Kasa does provide disclosures of its identity verification and screening process in accordance with applicable law. These disclosures are contained within Kasas Guest Accommodation Agreement and Privacy Policy, which each guest agrees to at the time of booking. The tools used in our identity verification and screening process are  necessary to establish proper identification of our guests in the absence of a front desk counter on the property. To the extent a guest does not wish to proceed with the use of such tools, **** provides penalty free cancellations with a full refund, which was the resolution in your case. 
  

  If there is anything further we can assist you with, please do not hesitate to let us know. 

  Sincerely, 

  Team Kasa
  
  

  Customer Answer

  Date: 07/07/2023

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

  However, the Guest Accommodation Agreement which Kasa refers to does NOT fully disclose the company's ID verification procedures and does NOT disclose eligibility for full refunds if customers do not wish to submit biometric verification. As such, I consider the company's procedures as misleading, especially since check--in procedures REQUIRE biometric verification and guests are told that they will not have access to rooms unless they comply.

  Since **** offered a full refund, I consider the case closed in a manner that is satisfactory to me.

  Sincerely,
  
  *****************************