Complaints

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:04/19/2025

  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.

  Summary of Property Stay in *****, ** (3/273/30/2025):You booked the property primarily for the hot tub, which turned out to be unusable due to murky water and a missing filter. The next day, you discovered mouse droppings on the kitchen counter and notified the property manager via video around 4 PM Friday. Though she responded initially, she downplayed the issue giving us a $200 refund which we were grateful but didn't think there would be more issues. By Saturday, mouse droppings had increased and spread to the fireplace and TV stand. A mouse was seen trying to get into a trap in the bathroom, and plumbing issues also emergedone toilet caused the sink to gurgle and splash. Multiple videos were sent to the manager, but communication was slow and eventually nonexistent. Emergency contact numbers went unanswered.More mice were spotted near the stove and piano. You considered leaving Saturday night but stayed due to your babys sleep schedule. Early Sunday morning, you found a dead mouse and more droppings in the bathroom. That was the final strawyou packed up, woke the baby, and left at 5:30 AM.Despite repeated follow-ups, communication remained poor. The owner initially offered only cleaning deposit refund. You later contacted Evolve, and the first representative said the owner would return your $300 cleaning *********** expressed frustration at the unsanitary, unsafe conditions and lack of proper pest control, believing the owners were aware of the issue but took inadequate, low-cost measures to address it. Emailed 4 emails of evidence, took Evolve 30 mins to reply with owner is only giving up $300. Came on BBB sent them a screen shot of other complaints then they said they will give me 30% - so now $411.00. I want my full refund this was such a horrible experience and unsanitary property. I have spent so much unnecessary time on this issue and both the mgmt contact and Evlove acts like this wasn't anything necessary to get a full refund. Never use them

  

  Business Response

  Date: 04/28/2025

  Thank you for taking the time to provide feedback regarding your recent stay at the property in *****, ** from 3/273/30/2025. We sincerely apologize for the inconveniences and distress you experienced.

  Following your concerns, we have taken the following actions:
  You have been refunded a total of $711.08, which includes your entire $300.00 cleaning deposit.
  We have required the property owner to schedule a professional pest control inspection and provide Evolve with documentation of the inspection results and any remedial actions taken.

  We have reinforced to the owner the importance of ensuring the property meets health and safety standards before future guest stays.
  The refund amount and the corrective steps taken are consistent with hospitality industry standards for addressing service and health concerns. We greatly appreciate you bringing these issues to our attention, which allowed us to initiate a thorough review and corrective process.

  While we understand your disappointment, we believe the actions taken and the refund provided are fair and appropriate given the circumstances. We value all guest feedback and continuously strive to improve based on experiences such as yours.

  
  Thank you again for bringing these matters to light and for giving us the opportunity to address them.

  
  Sincerely,
  Executive **********************************start="1466" data-end="1469">Guest ************************start="1494" data-end="1497">Evolve Vacation Rental

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23226807
  
  Thank you for your previous response and for refunding $711.08, including the cleaning deposit. While I appreciate that some corrective actions have been taken, I must respectfully reiterate that the current refund does not adequately reflect the severity of the issues we encountered.
  This was not a matter of minor inconvenienceit was an uninhabitable and unsafe property. We dealt with:
  Live and dead mice in multiple areas of the home
  Widespread droppings in the kitchen, bathroom, and living areas
  Unresponsive emergency contacts
  A nonfunctional hot tub, which was a primary reason for our booking
  Plumbing issues and gurgling fixtures
  A forced early departure at 5:30 AM with our baby due to finding a dead mouse
  These are serious health and safety violations, and I strongly believe that the circumstances justify a full refund. Ive already spent considerable time and energy documenting the issues, sending evidence, and following up. It is frustrating that this hasnt yet been resolved fully.
  Given the above, I am requesting the remaining $500 to bring the refund to 100%. This is not just a matter of principleits about fair compensation for a property that should never have been rented in its condition.
  I hope we can resolve this directly and avoid further escalation. Please confirm whether the remaining refund can be processed.
  
  

• Initial Complaint

  Date:04/19/2025

  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.

  I booked a five-night vacation rental for my family. On the first night, temperatures were in the mid-20s. When we arrived, the house was very cold. I followed the instructions in the guest book to turn on the heat, but the furnace was not working. There was a wood-burning stove, which helped warm the main room, but it was not a safe or practical option to run overnightespecially with childrenand it did not heat the rest of the house.Around 2 AM, my children woke up because the house was so coldtemperature inside had dropped to the mid-40s. I had to stay up the rest of the night to keep the fire going so we had some warmth. The next morning, due to the unsafe and uncomfortable conditions, we left to find alternate accommodations about 45 minutes away.We were told the furnace would be fixed, so we returned the next day. However, the issue was still not resolved. The owner assured us it was warmer and safe to stay. That night, the same thing happenedcold temperatures and no functioning central heat. We left the next morning and ended our trip early, returning home with a 12-hour drive.We were refunded for the three nights we did not stay, but our request for a full refund was denied. The owner claimed we stayed for two nights, but the first night was unexpected and uninhabitable due to the cold, and the second night we only returned based on assurances that the problem had been fixedwhich it had not.The property was not as described on the booking site, and it lacked a functioning heating system during very cold weather. Safety for my family was my top concern, and under the circumstances, a full refund is fair and appropriate.We paid 1150$ and were refunded 740$. It seems unreasonable that we were charged for a stay in a location that was uninhabitable especially by young children.

  

  Business Response

  Date: 04/28/2025

  Dear Mr. ***************** want to start by sincerely apologizing for the discomfort and stress your family experienced during your stay. We understand how upsetting it must have been to face such cold conditions, especially with young children, and it is certainly not the experience we ever intend to provide.

  While we did our best to address the furnace issue as quickly as possible, its clear that the situation was not resolved to your satisfaction, nor did it meet our own standards for guest safety and comfort. For that, we are truly sorry.

  We believe your request for a full refund is fair, and we are currently working with *********** to request the additional $363.23 on your behalf. Since *********** handled your reservation and payment, we kindly recommend reaching out to their customer support team directly as well, referencing the email I sent them from ***************************************

  This will help expedite the process and ensure all parties are aligned.

  
  Again, we deeply regret the inconvenience and disruption to your familys trip. Please know that we are committed to doing everything we can to make this right.

  
  Thank you for your understanding and patience while we work through this with ***********.

  
  Sincerely,
  **** ******
  Evolve Vacation Rental

• Initial Complaint

  Date:04/11/2025

  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.

  I was trying to book a cabin in ************ ** for a family getaway. The booking had to be approved by the property owner and in the reservation process it stated the payment would not be taken unless we were approved. I was messaging the property because it was the evening before we were supposed to leave and I had not received a ***ly. I was being told that they had no record of my reservation request, but as we were messaging the payment was debited from my account. I then asked if there was no record of the reservation request, why was my account just debited? The *** continued to say there was no record. Then I recieved a notification that the money would be refunded in up to 15 days. We were supposed to be leaving the next morning and have now been put in a situation where five families have taken time off their jobs to go on a family spring break trip and there is no where to go and we don't have our money to book another property. It now looks as if the conversation history with Evolve has been deleted. All I have now is the record of the booking attempt through Air bnb.

  

  Business Response

  Date: 04/16/2025

  Hi ****,

  I used every piece of information you provided me to find your reservation. I am now working on the back side, along with my IT team as to where we can find the attempted reservation. Please bare with me. 

  BBB please leave this open with (you determine next # of days to respond). 

  Respectfully 

  John 

• Initial Complaint

  Date:04/04/2025

  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 booked a last minute family getaway for the weekend on the 1st of April in ***********. There is a Historic and Catastrophic storm in the works that is going right through the heart of that area this weekend now. Tornados, Flooding, etc. I reached out and simply asked if we could change the dates as we are not going to take our children into a storm like this. At 1st I was told that they because they didnt have an update on the weather, they couldnt do anything yet- I told them to just ****** the storm. Then they told me that they cant do anything to change the dates because I booked it when "rain was in the forecast". The news is calling this "Generational Flooding". I was shut down left and right. Its obvious that all Evolve cares about is the money and nothing else. Extremely disappointed with this company and their ethics. Would love to get my money back at this point as all I asked for was a different date. But as I found out from "*****" ( whom ***** is higher up than him according to himself) that was just not an option.

  

  Business Response

  Date: 04/07/2025

  Good Day *** ****, 

  Please let me know which way you would like to proceed. As we have noted a new / replacement reservation for the weather interruption (at your request) for the following. 

  Booking ID
  ******** 5/2/2025 5/4/2025 Booked ***** **** VRBO. 

  We are truly sorry for the trouble this has caused. 

  Respectfully 

  Evolve. 

  Customer Answer

  Date: 04/09/2025

   
  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:03/28/2025

  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 stayed at a cabin in ********, Az March 12 - 14, three nights, and our payment was processed by Evolve. Due to a problem with the heating, the owner agreed to refund the first night, and subsequently sent that information to Evolve. The inept workers at Evolve ended up CHARGING us for 3 additional nights, instead of refunding us a night. After some back and forth, they were able to reverse those pending charges, but never refunded us for the first night, per the owner's request. Both the owner of the cabin and myself have communicated with Evolve and they still have not refunded the first night, and it's now been over two weeks. Additionally, they will not respond to my emails asking for an update. Below are the texts between myself and the owner, as well as my last two emails to Evolve. I have never seen a company as inept and totally lost as this company. The amount of time I lost and the frustration of dealing with this debacle totally ruined the experience of our vacation. This is not rocket science, it should never take this much time and effort to process a simple refund. I have done all I can and now turn to you as well as filing a complaint with the ** ************************* because at this point intentionally withholding money that is not yours is theft. I would appreciate some help. Totally ridiculous.

  

  Business Response

  Date: 04/04/2025

  Thank you for bringing this matter to our attention.

  We sincerely apologize for the inconvenience and frustration this experience has caused.

  We understand the guest's concern regarding the refund for the first night of their stay at the property in ********, **, from March 1214, 2025. We also acknowledge the confusion that occurred during the initial processing of the refund, and we appreciate the patience shown while we worked to resolve the issue.

  Wed like to confirm that the refund in the amount of $216.00, as agreed upon in coordination with the property owner, was processed by Evolve on April 3, 2025. Please note that refunds may take 7 to 10 business days to appear on the original form of payment, depending on the policies of the guests financial institution.

  We regret the earlier miscommunication and delays, and we are committed to improving our service based on this feedback. We are also reviewing this case internally to ensure situations like this are handled more efficiently in the future.

  If there are any further concerns, we welcome the opportunity to speak directly and ensure full resolution.

  
  Sincerely,
  **** ******
  Executive Escalations Manager 
  Evolve Customer Experience Team
  

  
  

  Customer Answer

  Date: 04/07/2025

   
  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:03/18/2025

  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.

  I booked a rental through *********** in **********. I checked in on November 23, 2024, and checked out on November 30, 2024. I traveled from *****, ******* to spend Thanksgiving week with my family.The rental was described as having amenities, toiletries, and free wireless internet, among other things. The unit was not as advertised. I chose the unit because it claimed to have internet. The owner represented that **** is available in all areas and is free of charge, but that was not true. That was one of the main reasons I chose that rental. Because my husband needed to work remotely the first part of the week and needed the internet connection to do that work, having internet was a very important factor in renting the property.Evolve misrepresented the condition and amenities of the rental. In particular, there were many problems with the rental, including: The remote for bedroom TV did not work. The bathroom exhaust vent was filled with hair and totally clogged. The edge of the tub was nasty. There were broken and missing pieces of the tub that made it terrible to sit on. The tub drain was nasty with black gunk and mold and mildew around it. The dishwasher was dirty with old food from previous guest caked on it. The refrigerator was dripping water on the inside. I had to put towels under the bins to collect the standing water. There was no working light bulb in the refrigerator. The refrigerator was dirty with bugs in it. A window sill was dirty with bugs on it. I found bugs in the furniture. The flooring was uneven and was a hazard for tripping or falling.We were charged a $155 cleaning fee. No one had cleaned the rental.Based on the information provided, *********** wrote that I deserved a full refund of the reservation. However, the refund needs to come from Evolve. But, Evolve is ignoring my communications. I submit that the problems outlined above constitute a breach of contract and deceptive business practices.

  

  Business Response

  Date: 03/26/2025

  We have issued a full refund fund for this stay. 

  Please allow 7-10 business days for processing. 

   

  Respectfully 

  **** Gurton 

• Initial Complaint

  Date:03/10/2025

  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 rented an apartment for June *****, several months in advance, for a family vacation. The apartment does not allow pets. We requested that an exception be made to the no refund policy, made an offer to the owner to see if an alternative arrangement could be reached, and asked if we could put a pet deposit. Evolve did not present any of our offers to the owner of the property, as a property manager. We filed an official request for cancellation on the third party booking site per their instructions and request for return of our deposit. They had 4 days to respond and they did not respond. Evolve has failed to adequately communicate with us as a client, and failed to convey our situation and offer to the owners. We offered to provide professional drone footage, commercial photography, and digital marketing services of the property (worth $10k+) in exchange for an exception being made to the no pet policy. That offer was not presented to the owner and was summarily dismissed by Evolve within minutes of being presented. We are still nearly 4 months out from the reservation yet Evolve refuses to communicate, has not fulfilled their duties as the legal intermediary and fiduciary representative of the property owners, has not presented our monetary offers to their client, and has failed to respond by the 4-day deadline given by the booking platform. We seek a full refund of our deposit or an exception to the no pets policy.

  

  Business Response

  Date: 03/18/2025

  Dear ******* ******, 

  Thank you for reaching out regarding your reservation. We understand your concerns and appreciate the opportunity to clarify the situation.
  The property owner made the decision to cancel the reservation directly.

  As a result, Evolve issued a full refund on March 15, 2025. Please allow 7-10 business days for the refund to be processed and reflected in your original form of payment, depending on your financial institutions processing time.

  We regret any miscommunication regarding your requests and apologize for any frustration this may have caused. If you have any further questions, please dont hesitate to reach out.

  Best regards,
  **** ******
  Executive Escalations Manager
  Evolve

  Customer Answer

  Date: 03/19/2025

   
  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:03/08/2025

  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.

  $1223.20 ($462.86 paid 9/9/24, $760.34 paid 12/16/24)We have tried to communicate with Evolve to refund the night that we did not spend (due to lack of survival needs water and heat). The company refuses to refund us and has continued to ignore our request for a resolution. We were unable to enjoy the 2 nights (of the 3 booked) that we stayed at the house because of their false advertising (Vrbo listing) of central heat and failure for the Guest Contact to deliver what was promised (firewood). Evolve told us via email that the owner was willing to refund $152, which is not acceptable because we paid $400 per night and had to spend an additional $178.40 for the hotel we were forced to book the final night that we were unable to stay at the house. We asked Evolve to talk to the owner about having the last night refunded since we were forced to leave one night early. The last email that we received was Feb. 8, 2025, which said Hi ****, Thanks for reaching back! Im sorry to inform you that I did not receive any answer from the owner. Evolve gives customers a Rest Easy Promise, promising to provide insurance for situations like this. But they are not following through with it.

  

  Business Response

  Date: 03/18/2025

  Dear **** ******, 

  Thank you for reaching out regarding your concerns with your Evolve booking. We sincerely apologize for any inconvenience you experienced during your stay.

  We would like to confirm that Evolve has processed a full refund of $1,086.20 on March 18, 2025. This includes:
  $325.86 paid on September 9, 2024
  $760.34 paid on December 16, 2024

  Please allow 7-10 business days for the refund to be reflected in your original form of payment, depending on your financial institutions processing time.

  We appreciate your patience and regret that your experience did not meet expectations. If you have any further concerns, please feel free to reach out.

  Best Regards,
  **** ******
  Executive Escalations Manager
  Evolve

  Customer Answer

  Date: 03/23/2025

   
  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:03/08/2025

  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.

  Complaint Against Evolve Negligence and Lack of Accountability Details of the Complaint: I listed my property with Evolve, expecting professional service and support as a host. However, during a scheduled photoshoot arranged by Evolve, their photographer left my hot tub unhooked, with the lid off, leading to it freezing due to the cold weather. This has caused potential damage to the hot tub, repair costs, and lost bookings due to the disruption. I immediately informed Evolve about the issue and requested that they take responsibility for the damages caused by their photographer. Despite my attempts to resolve the matter, Evolve has refused to compensate for the damages or take any accountability. Their lack of support has resulted in financial loss and unnecessary stress. As a host, I expect a partnership with a company that values and protects its property owners. Instead, Evolve has demonstrated a lack of professionalism and care for their hosts. Due to their negligence and refusal to address the situation, I have asked to be removed from their platform. I am filing this complaint with the BBB in hopes that Evolve will take responsibility for their actions and reimburse me for the costs associated with their photographers negligence. Additionally, I would like Evolve to provide contact information for their legal department, as my counsel will be reaching out to discuss next steps. Desired Outcome: - Reimbursement for damages and lost income - A formal acknowledgment of the issue and commitment to better host protections - Contact details for Evolves legal department I strongly caution other property owners about working with Evolve, as their lack of accountability can result in unnecessary expenses and frustration.

  

  Business Response

  Date: 03/17/2025

  Hi ****, 

  Can you reply back with the repair bills, date of incident and dates of interruptions? 

  Thank  you

  **** ******

  Customer Answer

  Date: 03/18/2025

   
  Complaint: 23038341
  
  I am rejecting this response because: it is not yet resolved. I am working with Evolve team who has since agreed to compensate me for the damages. Awaiting confirmation on accountability. 
  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 04/02/2025

  ****, 

  If you let me know who you are working with I can ensure it get handled. 

   

  Thanks 

  John 

• Initial Complaint

  Date:03/07/2025

  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.

  We are rental property owners listed with Evolve. We have filed claims for damages caused by guests and are being ripped off by Evolve AGAIN. We are getting $497. for over $3000. damage ***orted and documented as requested, when Evolve requested it. I got a quote to ***lace damaged furniture and was told by Evolve that a quote was not enough to get reimbursement. I must buy the furniture and submit a receipt. I did that and then was denied the reimbursement. The ***lacement was exactly the same furniture we had originally and cost me $3000. I told the *** that i didnt' want to buy the furniture and then not get reimbursement because the furniture is made to order and not returnable. She insisted that I must buy it and submit a receipt. Now I am stuck with purchased furniture and have to pay for it with interest because I am not getting any money reimbursed.Other broken items I ***laced & submitted for reimbursement. The window to return those for refund has timed out as Evolve kept requiring more documents, photos and then videos of the damage. We complied with everything they asked. The last *** I spoke with said the time for reimbursement was up (because of Evolve's delay tactics.).Previously our brand new carpet was damaged. Pet stains won't come out. We went to a "no pets policy," and were told by Evolve to have it cleaned, and when the last currently scheduled guest with dogs left, we could have it ***laced at insurance expense. When the time came the Evolve *** said that it would not be ***laced because we had it cleaned, and they would only clean or ***lace it, even though the *** I spoke with at the time of the damage claim said that I should have it cleaned so that other guests would not have such gross carpet in the months between then and the last pet stay. The second thing they said was that the time for the claim was outside the window because the final guest registered with dogs canceled at the last minute, so the time lapsed since the prior guest!

  

  Business Response

  Date: 03/17/2025

  Dear ******** ******

  Thank you for reaching out regarding your claims. We understand your frustration and appreciate the opportunity to clarify our claims process. Our goal is always to ensure a fair and transparent resolution while adhering to the necessary documentation requirements.

  After a thorough review, out of the 14 claims submitted, all but the following were processed accordingly. The claims listed below could not be approved due to missing required documentation:

  CL-0053972 No receipts or proof attached to the claim
  CL-0054131 Proof of damage provided, but no proof of cost/payment
  CL-0049100 No receipts or proof attached to the claim
  CL-0044795 No receipts or proof attached to the claim
  CL-0041411 No receipts or proof attached to the claim
  CL-0096327 No receipts or proof attached to the claim

  As part of our claims process, valid documentationincluding receipts, invoices, or proof of paymentis required to approve reimbursement. Without the necessary supporting documents, we are unable to proceed with payment on these claims.

  We regret any confusion or inconvenience and appreciate your feedback. If additional documentation becomes available, we encourage you to submit it for further review. Please feel free to reach out if you have any further questions regarding our claims policies.

  Sincerely,
  **** ******
  Executive Escalation Manager
  Evolve Vacation Rental