ComplaintsforVacation Rent Payment

• Initial Complaint

  05/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have never done business with this organization, yet they sent me an email via *********************************** with a request to "pay rent". At first, I thought this was a change initiated by my local leasing office but they have not changed ownership or payment systems and have stated that my rent was received properly. Vacation Rent Payment states my full mailing address and email and I do not know where they have stolen this information from, but they are demanding payment for a "SPRING **********" property. I would have simply filed the email into junk as phishing, but since it included my private email address, full name and mailing address, this is a serious concern indicating fraudulent activity.

• Initial Complaint

  03/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Cancelled a VRBO reservation well in advance of deadline. Property manager ************************** cancelled and Vacation Rent Payment is telling them up to 6 weeks to credit my card, yet they were quick to charge me the same day as the reservation. They are holding my $1300 and using it as cash float which is totally unfair to consumer

• Initial Complaint

  07/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received an email from Yapstone regarding cookies and privacy policy. I did not create an account or ever use Yapstone.

  Business response

  07/11/2022

  We would like to thank ******************** for contacting Yapstone. We appreciate feedback and we continuously strive to improve our processes, services, and our customers' experience based on feedback provided by our customers.  
   
  We at Yapstone are an online payment provider for the vacation and long-term rental industry. As ******************** has made a payment to a vacation rental company that utilizes our payment service, we are obliged to make her aware of any update to our Cookie and Privacy Policies. No further action is required on her behalf. 
   
  Specifically, the payment in question (made in August 2021) is related to her booking with ***************** in ********. 
   
   
  We take all customer feedback very seriously and pass all comments on to our Executive Team. For any additional concerns, please also feel free to visit our?support section?on?vacationrentpayment.com.

  Customer response

  07/11/2022

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

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3.11.2022 I received a unsolicited phone call from an agent pretending to be from carnival cruises, he offered an amazing vacation deal stating it was because we would be returning guest (we were going on a carnival cruise that weekend) and the offer was only valid on that phone call. I looked them up online and could not find anything so I was skeptical and asked for additional confirmation of how to book etc. He transfered me to another ***** where there they did admit to not being Carnival Cruises - so i ended the call immediately stating I was no longer interested. They called me back offering a "better deal" to finish the authorization phone call. Then hours later they charged my card without my consent. I called back that same number no answer! The emailed me a booking number and certificate and I responded right away saying I did not authorize this and to send my money back - they sent me a cancellation form, but when I returned it to them they did not acknowledge it. I called my credit union to assit me with disputing and they said I authorized the charge by giving them my card number. Now i'm screwed having to use something I know is not ethical or real...So i call to try and book myself something and guess what? I cant! No package is on file for me...My name, my booking # sent to me from them, my "certificate" number all of it does not come up in their system and therefore I can book nothing! They got to charge my card whatever they wanted and send me some fake booking # that looks like a vacation but truly is nothing more than an email with a bunch of stipulations noted that do not make sense and are not followed by them or responded too. I believe this company is in the business of taking peoples money on false pretenses and provides no goods or services in the end and consumers should be protected from thieves like this and they should not be allowed to get away with our money like this.

  Business response

  04/28/2022

  We would like to thank ****************** for contacting Yapstone. We appreciate feedback and we continuously strive to improve our processes, services, and our customers' experience based on feedback provided by our customers. 
   
  However, we have reviewed our systems for any payments related to ********************** details, and the only payments that we process/have processed are in relation to her monthly rental accommodation payments through the RentPayment platform.
  We have not been able to identify any separate individual payments, either via the RentPayment platform or on our Vacation Rental platforms, and we do not process for any clients under the name 'Carnival Cruises'.
   
  As a third-party payment facilitator, we simply process payment transactions on behalf of our clients. We do not manage vacation bookings and would therefore not have placed the phone call to ****************** regarding the alleged offer.
   
  It does appear that there may have been some confusion and that ****************** has possibly raised this issue with Yapstone in error, as we do not appear to have handled the payment transaction in question or been involved in the incident in any capacity.
  If ****************** is able to provide any further information, then we would recommend contacting us directly via our?support section?on?vacationrentpayment.com where we can certainly review the incident further.
   
  We take all customer feedback very seriously and pass all comments on to our Executive Team. For any additional concerns, please also feel free to visit our?support section?on?vacationrentpayment.com.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Several years ago, I converted my *** from mutual funds to an investment property in trust and list it for rent through VRBO. Apparently Yapstone filled out a **9 on my behalf, but did so with incorrect information (for example, the zip code they used was for a town 125 miles away) so that I never received a copy of the 1099-k. The **** did receive a copy of the form however, and is suing me for $25,000 in unpaid taxes. I sent the *** a copy of the deed and tax bills showing the condo is owned by the trust....not me. They replied that the only way I can reverse this is to have Yapstone send in corrected copies of the **9 for the years in question. They will not. My only request if for Yapstone to submit corrected **9s before I end up in tax court next month.*****************************

  Business response

  03/11/2022

  We would like to thank ********************** for contacting Yapstone and raising this issue with us. We appreciate feedback and we continuously strive to improve our processes, services, and our customers' experience based on feedback provided by our customers. 
  
  We have reviewed his payments account, along with previous communications between ourselves and **********************, and can confirm that the ****-Ks for all previous years (2017-2020) have been issued correctly. This is based on the information provided by ********************** when he applied for our services on September 7th, 2015, and the transactions processed through his Yapstone payments account during the years stated above.
  
  As a payment settlement entity, we are obligated to report under the information provided by a customer at the time of on-boarding.
  Processing volumes have been reported to the *** under these details without question until October 2021, when we receive communication from ********************** that the details should be updated.
  The information on file for the payments account has since been updated as requested, and would be applied to any payment reporting or ****-K forms issued going forward.
  
  Further to this, for the duration of our services, payments have been disbursed to the nominated bank account provided at the time of application, under the name of **********************.
  
  
  We take all customer feedback very seriously and pass all comments on to our Executive Team. For any additional concerns, please feel free to visit our?support section?on?vacationrentpayment.com.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a ****-K from yapstone Incorporated that included $34.50 every month that they are saying that I was paid which they collected and put into their own pockets. They are reporting incorrect information to the *** stating that I received more money than I actually did.I am using this venue for the complaint because they intentionally make it impossible to speak to anybody to get resolution..

  Business response

  02/04/2022

  We would like to thank ******************** for contacting Yapstone and raising this issue with us. We appreciate feedback and we continuously strive to improve our processes, services, and our customers' experience based on feedback provided by our customers. 
  
  We have reviewed his payments account, linked to his Rentals.com property listing, along with recent communications between ourselves and ******************** on January 27th and January 28th, 2022, and we have followed up with ******************** directly in order to provide an updated ****-K form for 2021 as he has requested. We now consider the query resolved.
  
  We take all customer feedback very seriously and pass all comments on to our Executive Team. For any additional concerns related to Rentals.com payments accounts, please feel free to visit the support section on Rentals.com.

  Customer response

  02/05/2022

  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

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yapstone filed an erroneous 1099K for me for the year 2018. I have just been informed by the ************* tax **** that I owe taxes on money I never received. I need to get the form corrected by Yapstone but have been unable to contact them through the phone or email.

  Business response

  01/20/2022

  We would like to thank **************** for contacting Yapstone and raising this issue with us. We appreciate feedback and we continuously strive to improve our processes, services, and our customers' experience based on feedback provided by our customers. 
  
  We have reviewed her payments account, along with previous communications between ourselves and ****************, and can confirm that the ****-K for 2018 has been issued correctly. This is based on the information provided by **************** when she applied for our services, and the transactions processed through her Yapstone payments account during 2018.
  
  Further to this, we have email communications in our system between ourselves and ****************, dated between September 29th, 2019, and October 8th, 2019, where she had originally reached out to us regarding the ****-K form that was issued for 2018.
  In these communications, **************** had claimed that the account did not belong to her and that the ****-K was issued in error. We confirmed that we were acting as the payment processor for HomeAway, and we provided a full breakdown of the transactions we had processed for ******************** property listings that were included in the ****-K.
  We received no further communications from **************** at that time.
  
  We have also received a new communication from **************** dated January 17th, 2022. She has reached out to us regarding this issue via our online help center, however the email she has provided for communication is not registered to her payments profile. As such, in order to comply with our privacy and security policies, our support team has not been able to provide a full and detailed response to her.
  
  We will be following up with **************** directly in order to provide the information that was previously provided to her in 2019, and will work with her to rectify any additional queries that she may have.
  
  
  We take all customer feedback very seriously and pass all comments on to our Executive Team. For any additional concerns, please feel free to visit our?support section?on?vacationrentpayment.com.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On may 31, 2021 my reservation with booking.com was cancelled by Rob and ******* and booked with vacation rent payment for a vacation penthouse suite in *****, *******. When we got there on 10/10/21 the place smelled really bad that it gave us a headache. We tried to contact Rob and he did not answer Sunday night. Next morning we got our belongings and left due to the bad smell and our headaches from the smell. Called the next morning after we went to eat breakfast and told him the situation and about the smell that was too strong. He was very rude along with his wife *******. They said that they will not refund us anything cause we didnt give them a chance to repair anything. I dont know how they can repair a strong cleaning solution odor. I only stayed 1 night and would like a refund for the other nights ( monday- Friday night) check out was to be Saturday. Please read their emails too. Not nice people. False advertising about the place. Picture of what we found included.

  Business response

  10/27/2021

  Dear Daniela,
  
  We appreciate your feedback and we continuously strive to improve our processes, services and our customers experience based on the feedback provided.
  
  Reviewing the content of your complaint, it appears you have had some problems with the quality of the services provided by the rental owner. Communications between yourself and the owner have broken down and you are now looking for additional support in your claim of funds you believe to be deserved.
  
  As background, YapStone, Inc. DBA VacationRentPayment (YapStone) operating from **************************************************** is the third-party payment services provider for ***********************, the short term rental location that you booked. As such we have no influence or control over the services provided by the property, our involvement has been to facilitate your payment for the services.
  
  As we have no involvement with the rental property nor were we present when you took occupancy of the rental unit, we will not interject ourselves into the dispute between you and the owner of the property. As such we are unable to provide the outcome you are seeking of billing adjustment.
  
  We were quite surprised to have received your complaint as reviewing your payment history with Yapstone, you are already familiar with the process you need to follow should you have a dispute regarding a payment. As a card holder, please contact your card issuing bank and file a report on the disputed payment.
  
  Once your card issuer has approved your claim the dispute process will begin. If you need further support on opening a dispute we would recommend contacting your card issuer directly who will take you through the process. Additional insights can also be found at the below link:
  
  Link:https://www.visa.co.uk/how-you-pay-matters/chargeback-purchase-disputes.html
  
  Additionally, the Yapstone Payor User Agreement, accepted by all card holders who make a payment through Yapstones payment platforms provides insights into the dispute process which I have put a link to as well. Please see section 7.
  
  Link:https://www.yapstone.com/rent-payment-user-agreement
  7. Payment Cancellation, Credit, Chargebacks, and Refunds.
  You agree and acknowledge that upon Your request, for payments You believe were improperly processed, Yapstone, in its sole discretion, may cancel a payment made through the Services at any time prior to Yapstone making the payment to a Payee. If a payment dispute arises after Yapstone makes payment to a Payee, the responsibility to resolve the payment dispute rests with You and the Payee. As a Payer, You have certain rights to dispute a payment made by You, such as where You do not recognize the transaction, where You claim fraud by the Payee or that the Payee failed to provide services to You as described. Those rights, commonly referred to as reversal or chargeback rights, depending on the Payment Method You used, exist between You and the provider of the Payment Method. The process by which You exercise those rights are governed by the Payment Method, not Yapstone.
  
  We take all customer feedback very seriously and we do pass all complaint details on to our Executive Team in the hopes that we can improve from the information provided within them.
  
  We hope the above information and links are helpful and if you have any other concerns regarding your dispute we would always advise contacting your card issuer first.
  
  Warm Regards, 
  
  Caolan F
  Customer Operations Team Lead
  Escalation & Complaint Management 

*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. ↩