ComplaintsforSonder USA Inc

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I would like to file this complaint because of a situation that has not been solved with Sonder,I rented their property in ******* paid them their money when I arrivals to the building the ** was not working,I asked Sonder to move us to a different location but they said they would not since they dont have a room but told us to stay in hot hotel and they will take 250 off,I told them no I needed my money back so I could get another hotel but they refused drafted money out of my account I have attached pictures of the incident with the fans they brought to the rooms that night,I need my money back and would like the customers to be aware of this practice

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I pre-ordered an electric motorcycle from Sondors *** in Spring of 2022, requested a cancellation of my order in march of 2023 due to lack of communication and failure to meet promised dates. The order was cancelled via email to support, but over $6k was never refunded despite multiple attempts to get a response. Attempts to call the company to speak with a person have gotten nowhere. The delay in filing this complaint is due to personal life events. All I'm seeking is a full refund of the original payments.

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I made a long term hotel reservation at Sonder (2 *****************, ** ** *****) from Nov 29, 2023 - Mar 1, 2024 with an early termination option. My hotel invoice fee is broken down by day with the *********** clearly stated as shown on the Nov 9 invoice attached. On the Nov 9 invoice, the total charges were $22570.09 with payment due in the following payment schedule - USD $7426.89 on Sep 5, 2023 when reservation was made; USD $7426.89 on Dec. 29, 2023 after 1st month stay, USD $7312.10 on Jan. 29, 2024 after second month stay and USD $371.10 on Feb. 29, 2024 after 3rd month stay. When I exercised the early termination on Jan 4, 2024, Sonder reassessed taxes and added ************* ************************************ Tax ($1.48 - $1.53 daily depending on the ***** **************** Sales Tax ($9.1 - $9.41 daily depending on the ***** to my bill from period Nov 29 2023 - Jan 28 2024. Since the fees related to the period Nov 29 2023 - Jan 28 2024 was already settled on Sep 5, 2023 & December 29, 2023, I believe it is improper to charge hotel guest additional fees retroactively only because I am a continuous guest and have not checked out. I believe I was overcharged of $653.28 (61 days of $10.58 - $10.94 extra).Upon constant complain and explanation with the Sonder's team, I was not provided a reason of the retroactive charge and Sonder refused to refund of the charge.

• Initial Complaint

  02/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Not long after we got settled, we saw that the unit was poorly kept, there were missing cabinet doors, no hangers, insufficient kitchen supplies (despite being told when I called that there was a 'fully stocked kitchen.' There was mold and cracked tiles in the bathroom. It took several visits to get enough hangers, plates and basic supplies like a can opener, forks and plates (there were only 3 of each) but then we realized the heat wasnt working! We had no heat for 4 full days and the temp in the apt never got above 60 degrees. Then, our dishwasher just stopped working. So we had no dishwasher and no sink stopper and had to wash dishes from a large pot bc there was no other way to have dishwater. We had no diswasher for more than half of our total stay.I called Sonder, and finally got the heating fixed (after 3 calls) but the rest was never fixed and there was ZERO follow up. I was told they would credit us for the days we had no heat, but that never happened. I called 3 more times and texted the "24/7" in the app, but no one from Sonder ever responded beyond 'someone will be in touch' Aside from this we had 3 incidents where the building alarm went off. The first time we were evacuated at 1AM, we were never told what happened, but let back in. An hour later, the alarm went off again. It happened again 2 days later. ZERO follow up.It was very poor experience with Sonder. Quick to respond with small requests (like soap) but getting a response for bigger issues (like no heat and broken appliances) was impossible. this is a case of false advertising and insufficient service from the business. Not providing heat in the winter is illegal

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Sonder used Airbnb to list their stays. I booked a stay through Airbnb and the listing stated that the building (in a downtown area) was secured with a locked front lobby. I received check-in instructions 48 hrs in advance which provided a code to the front locked lobby door. Upon arrival, the lobby door was unlocked and stayed that way the entire time. This location has a homelessness problem, and an aggressive man was harassing my family and entering the building - he slept inside, was able to walk up the stairs to our room door. We had to call the local police 2x. I complained to Sonder that the cost of this stay was not reasonable for unsafe conditions and they claimed that the cost was lowered because they knew the door lock was broken - that was not disclosed in the listing or in any of the instructions they provided. They refused to escalate my complaint and told me they didnt care that the location was unsafe for my family - they ignored my calls and emails. I complained through Airbnb, and Sonder also refused to respond to them. My complaints about Sonder are false advertising, unsafe conditions, refusal to accept responsibility and poor customer service.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On January 11, **** I made a hotel reservation with Booking.com to stay at Sonder at One Plat, which is located in the ***********************************. When I made the reservation I had no idea that I would be hired for a new job and would have to cancel my trip and of course my hotel reservation.I contacted the hotel on January 17th and explained to them that life happens and I couldn't turn down a job for a vacation.They refused to cancel my reservation and issue me a refund.I requested to speak to a Supervisor.I received an Email a day later which said they couldn't issue me a refund, but that I should try to get a friend, or relative to take over the reservation.My contention is that they should refund me the entire $1049.26 because:A- I had no idea that I would be hired for a new job,B- This situation is totally out of my control.C- I attempted to cancel 4 weeks prior to reservation.D I'm disputing the charge with *********** My reservation # is **********, February 8th til February 13th.Your assistance is sincerely appreciated.****************************** ***********

• Initial Complaint

  01/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked this "hotel" through hotels.com for ****** to stay today 1/20-1/23.Check in is supposed to be 4:00.I received a message last night to select my check in time. The earliest option was 4:30.I downloaded an app which provided detailed check in instructions. First it sent me to a building called "Portrait" but that isn't actually the building. You wander around, trying different buildings until you find it. You have to enter a dark parking garage through an alley and enter a code to get your keys out of a locker. The building is SURROUNDED by a homeless encampment and drug dealers. I have pictures of this. There is no security or bright light in the garage. You can't enter through the front door. No front desk, no security. Then when you enter the building, you have to find your room and enter a code that is provided in the app. I did this and the code didn't work. I called their customer service number (somewhere in England, I think), and they dictated another code to use. But I didn't have it written down so I asked them to send it. When they didn't send it I was worried I would be locked out if I left the building. I texted the app and they didn't know I had a new code at first. Finally they did remember and sent it. They had nothing but an apology to offer when I told them of my other security concerns. They had me on the first floor with big glass patio doors that any of the drug dealers could enter through, just incredibly unsafe, so I rebooked a new hotel. They said they couldn't give me a refund because I booked through Expedia/hotels.com. Hotels.com said that the property decides if I get a refund because it's past the point in their policy to cancel and that they couldn't get in touch with the property.

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I rented a location in ****** on 15 January through 18 January though VRBO (whom I have also contacted and who is unwilling, or unable, to help). I checked in in the middle of the night on the 15th. The apartment was generally clean with the exception of excessive dust. The heat, as well as hot water, that time are working. The next day, the 16th, heat and hot water stopped working. Exact timing of this is unknown as I had business in town. Upon returning to the apartment and discovering the lack of heat and hot water, I did reach out to the company for help. However, they informed me that it was beyond their operating hours; my first attempt to contact the company was at 5:46 PM on January 16. Loss of heat and hot water in the middle of January in ****** during a snowstorm made for a difficult night. The next morning, at ****, an individual did show up at the apartment to evaluate, had no resolution at that time. I had to leave the apartment in the afternoon again for business, returned that night and there was again hot water and heat. I left at 4:30 AM the next morning. The timing of the loss of basic accommodation, heat and hot water, seems to have been greater than 25% of my trip. The company did offer a $100 refund, however, this would, even if asked to prorate that time, be less than acceptable.In addition to the loss of heat and hot water, there was excessive noise from a restaurant just immediately below the apartment. On the renters advertisement page they do mention that there are earplugs and a sound machine available, however, there were no earplugs available, the sound machine had no instructions on use.I did reach out to the company, but was never given a phone call. I asked to speak with the manager, this was denied.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hi,I was suppose to stay at a Sonder location from Jan *****. I tried to cancel my stay as my dog had to be hospitalized on Wednesday due to getting pneumonia. They are not willing to refund my stay. This is an extreme situation and I would like to push to get a refund.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am trying to cancel a booking I made back in July. The Sonder website says that I have 3 days before the time of stay to cancel my reservation for a refund. I am attempting to cancel and get my refund but they are not allowing me to do so. I am about 28 days out currently from the time of stay.

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