ComplaintsforEvolve

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Reservation #******** ******** was charged to my credit card Which I am now disputing with my Credit Card Co.I cancelled my reservation July 3,2024 via Email to ****** at Evolve Trust and Safety team,I had communicated with her prior to change dates and her response was fast. This should have been when my notice was honored.No Response.I had to wait until Monday July 8th before I could talk to a human.They are now telling me that they cannot except my email as valid cancellation notice. And July 3rd was past the cut off time, owner is now refusing my refund.Any attempt at communication was all from me,No one has contacted me via email or phone since. filing claim.I did receive a refund from VRBO for their fee.

  

  Business response

  07/25/2024

  Hello,

  We thank you for providing us with documentation as we did not have this prior. While we acknowledge your perspective, it's important to approach this situation objectively based on the presented facts.

  1. Your notification of the cancellation was sent in reply to an email asking about the quality of a call from a company called Stella ******* and the body states it is a no-reply email
  2. The notification was not sent to ****** as it was not an Evolve email (@stellaconnect.net) nor was in the thread of communication had in April thus making it unverifiable
  3. Due to the initiation of a chargeback, Evolve is unable to action this case any further as the financial institution you bank through will withdraw these funds from us resulting in no funds available for consideration. As the chargeback process can take up to three months to resolve, we recommend you to reach out to your bank to inquire about the process and completion status.

  Thank you,

  The Evolve Team

  Customer response

  08/03/2024

   
  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

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 5, 2024, I stayed at ***************** Retreat: Hot ************ Trails, booked through Evolve Vacation Rental (Reservation #********). The property was uninhabitable and not as advertised, breaching Georgias implied warranty of habitability (O.C.G.A. 44-7-13).Issues Encountered:Bottom main floor unairconditioned.Top floor air conditioning units covered in mold and filth.Roaches in the dining room.Pubic hairs on the toilet.Air fans and filters covered in dirt, filth, and cobwebs.Screens caked in dirt and filth.Leaking sink damaged cash, jewelry, and electronic equipment.Unclosable and unlockable back main door.Bullet hole in the front window.Mold on kitchen sink dishes.Bodily fluids and filth on the couch.Living room leaking from the roof.We promptly reported these issues through Expedia's messaging system on July 6, 2024, at 12:15 AM and July 7, 2024, at 12:18 AM, but received no response. Detailed documentation, including videos, is available here.Additionally, we contacted Expedia multiple times:July 6, 2024, 12:14 AM: Reported initial issues. No resolution offered.July 6, 2024, 8:50 AM: Reported leaking sink and damaged items. No immediate help.July 7, 2024, 12:24 AM: Reported severe mold issues and health concerns. No resolution.July 7, 2024, 5:56 AM: Attempted to escalate. Agent failed to provide an adequate solution.July 9, 2024, 3:00 PM: Requested full refund We tried to work with the Evolve Team who seemed nice at first but ultimately even with a drive filled with video evidence of all the issues we were told there was "Insufficient Evidence" If a whole drive of videos documenting all of the issues is "insufficient evidence" that I don't know what sufficient evidence is. Evolve was not willing to assist in any way regardless of the terrible conditions of this property.

  

  Business response

  07/25/2024

  Hello,

  We appreciate you taking the time to flag this with our team. Through consideration of your experience, we see you were able to connect with a Manager on the Guest Experience team that reviewed your documentation and provided a resolution to you in line with your concerns. If you have any additional questions, we kindly ask you to respond to the Manager you've been working with as they would be more than happy to assist. Thank you again for reaching out, and we hope to have the opportunity to host you again displaying the high standards our properties operate at.

  Thank you,

  The Evolve Team
  
  

  Customer response

  07/30/2024

   
  Complaint: 21995289
  
  I am rejecting this response because:
  
  Response to Evolve Vacation Rental Regarding Unresolved Issues and Insufficient Refund
  
  Dear Evolve Team,
  
  Thank you for your response. However, I am not content with the resolution provided for the following reasons:
  
  Communication and Reporting: Part of the reason I am not receiving a full refund or a greater refund is because the property claims I did not bring up the issues throughout the stay. This is inaccurate. From the beginning of our stay, I made multiple attempts to contact both Expedia/VRBO directly and through the Expedia/VRBO property owner/manager portal. Below are the details of my communication attempts:
  
  July 6, 2024, 12:14 AM: Contacted Virtual Agent to report initial issues, including mold and dirt on air conditioning units, roaches, and cleanliness issues. The agent documented these issues but offered no resolution.
  July 6, 2024, 8:50 AM: Reported a leaking sink that damaged over $20,000 worth of items. Reconnected with another agent who suggested contacting the host again and offered no immediate help.
  July 7, 2024, 12:24 AM: Continued to report severe mold issues and health concerns, requesting urgent assistance and a refund. The agent acknowledged the issues but provided no resolution.
  July 7, 2024, 5:56 AM: Attempted to escalate the issue and request a refund, mentioning the need to see a pulmonologist due to mold exposure. The agent still failed to provide an adequate solution.
  July 9, 2024, 3:00 PM: Requested a full refund due to health hazards and lack of response from the property owner. The agent offered minimal compensation, which was unacceptable given the circumstances.
  
  Detailed Documentation: I have provided a drive filled with video evidence of all the issues, including the unairconditioned bottom main floor, moldy and filthy air conditioning units, roaches, poor cleanliness, filthy air filters and screens, leaking sink, security issues, a bullet hole, moldy dishes, filthy couch, and a leaking roof. If a whole drive of videos documenting all these issues is considered "insufficient evidence," I am unclear on what would be deemed sufficient. The detailed documentation, including videos, can be accessed here.
  
  Evolves Dismissal: Despite these efforts and the substantial evidence provided, Evolve has dismissed the severity of the issues and failed to provide a satisfactory resolution. I have made clear via the provided evidence that I tried multiple times to contact both Expedia/VRBO directly and through their property owner/manager portal.
  
  Conclusion: Given the severity of the issues encountered, the health risks posed, and the failure to provide habitable accommodations as per the rental agreement, I am requesting a full refund of $1,755.72. Please address this matter urgently to avoid further escalation.
  I look forward to your prompt response.
  
  Sincerely,
  ***********************
  Bighead *********** LLC
  ********************************************************************************************************
  ***************************
  ************** 

  

  Business response

  08/13/2024

  Hello,

  Thank you for following up on your original complaint. Evolve maintains strict standards for its properties, and, as previously mentioned, we have thoroughly investigated your concerns and provided diligent support to you and your traveling party. Please note that, in certain circumstances, outcomes may not be available within 24 or even 48 hours. The documentation provided, along with hypothetical situations, does not constitute sufficient evidence for a full refund, given the full duration of your stay and the mismatch between the written context and the evidence presented. Additionally, when you made your reservation on June 23, 2024, you agreed to an indemnity and hold harmless clause which releases Evolve and the host from liability for personal damages to property. In conclusion, the 50% resolution already provided is deemed adequate based on the circumstances, and we are unable to offer further refunds as they are not warranted.
  

  Thank you,

  The Evolve Team

  Customer response

  08/15/2024

   
  Complaint: 21995289
  
  I am rejecting this response because:
  

  It is clear that Evolves goal is to manipulate the facts that their customers/clients present in order to maintain a false image. Its difficult to lie when I have presented significant evidence to you in a ****** Drive, although it doesnt surprise me as that was your initial tactic when I was finally able to get ahold of Evolve on the first round of this investigation, that is until I pressed firmly about this issue. After presenting a ****** Drive filled with video documentation of bullet holes, mold, filth, dirt, leaking sinks damaging or items, webs covering various items and the roof literally pouring from the bathroom above into the living room, roaches and much much more, the very first response I got was not enough evidence. Its clear you will say anything in a public forum even if it is a lie. The problem is, pictures and videos DONT LIE. You are telling your customers that we made up hypothetical situations. A hypothetical situation would mean I presented a hypothesis about a purported or possible situation. Im not sure if you went to science class, but weve moved on from hypothetical situations when I literally presented you hard video evidence of the issues. All youve done in this public forum is made your company go from looking bad, to worse, to flat out liars. There is no mismatch between the written context and the evidence presented. Every single thing I have stated here in this public forum is backed up by video, photographic and evidence from VRBO/Expedia. Additionally, you should probably check with your legal department because they are either leading you astray or you dont understand how indemnity clauses work, oh wait, that would be if I even signed an indemnity clause. Uh Oh. I NEVER DID because I booked this property through VRBO/EXPEDIA not YOU! You just happened to be the one managing the property on the other side, not too good of a job though because you never ONCE reviewed the back end VRBO/Expedia built in messaging platform designed SPECIFICALLY to communicate with the owner/manager where I reported the issues multiple times. But Expedia/VRBO sure do acknowledge that I attempted to contact you. So is Expedia/VRBO a major booking company lying or are you lying? You cant run away from black and white documentation. Also, indemnity clauses (which I never signed) dont blanket protect you from negligence especially when the issue was brought to your/the owners attention via Expedia/VRBO messaging platform or from habitability issues in the state of *******. But it doesnt matter, I NEVER SIGNED AN INDEMNITY CLAUSE LET ALONE ANY AGREEMENT AT ALL WHICH IS ANOTHER EVOLVE LIE!
  
  Thanks for just giving more fuel to the fire. I assume this is where you probably wont respond because youve already dug yourself a deep enough hole.
  
  But feel free to lie some more on a public forum.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were going on a family vacation and My mother in law sent me the website for Evolve and I looked and they suckered me right on in the property was NOT at all what they said it was we had huge ***** looking bugs and crabs inside the home and snakes in the ** shed the people were very rude we were told we would have garage access and we did NOT this was by far the worst family vacation ever ????

  

  Business response

  07/24/2024

  Hello,

  Thank you for re-surfacing this with us. As there was no supplemental documentation provided to Evolve during contact nor within this case, your concerns cannot be validated to the extent in which described. In addition to this, we did receive reports of damages done to the property during your stay which were in excess to the Damage Protection paid and your reservation funds have been utilized to assist the owner with repairs (ex. screen replacement, additional cleaning). While we do again appreciate you re-surfacing this to us, we do need the requested documentation to be provided to Evolve for further investigation. We appreciate your understanding.

  Thank you,

  The Evolve Team

   

  Customer response

  07/30/2024

   
  Their claims of damage are fraudulent there were NO damages done and I wholeheartedly wish I would have been coherent enough to do my walk out photos but due to having seizures I couldn't even gain control of my bodily functions at all and the cleaning lady was very inconsiderate of my medical well-being.. but it wasn't until  I realized we had forgotten my husband's firearm in the home that issues of damages was addressed.. (which is a complete lie) .. and I contacted the cleaning lady and she said she had given my husband's firearm to the owner of the home and the owner turned the firearm into the local police department and when I asked which police department the cleaning lady hung up on me and refused to give me the number for anyone that had information on my husband's firearm so I called the police department myself and told them everything that had happened and they personally went above and beyond their duty and got my husband his firearm back this whole situation has been a complete nightmare and no one is helping us at all some country we have thank you I guess for not helping this situation at all 

  *****************************
  

  
  

   

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A vacation reservation was made via VRBO for the dates of July ***** in ******, ** (reservation number ********) for $1,312.32. VRBO referred us to a third party, Evolve for further communication. Multiple requests were made regarding a nearby wildfire and our exposure to/ positive COVID results. Unfortunately, Evolve's communication lacked follow-through and was convoluted. It is undetermined if the homeowner was ever notified of the ****** therefore, costing us a refund and/ or postponement for the same nightly rate.

  Customer response

  07/16/2024

  Additional information regarding recent claim: 
  
  A VRBO reservation was made for the dates of July *****, 2024in ******, ** (no. ********). As the date approached, the Oak Ridge wildfire broke out near the property. 
  
  On July 6, we contacted VRBO, who connected us with Evolve on behalf of the homeowner, to express concerns and inquire about the safety of the property. Evolve encourages receiving a text message from a representative and, after doing so, offered to contact the homeowner while I waited and stated that the property was in fact safe. 
  
  On July 8, we contacted Evolve a second time to reiterate our concerns about the wildfire, especially considering the air quality as one of the members of our party had just tested positive for **VID and has been diagnosed with Reactive Airway Disease. Furthermore, we informed Evolve that all members of our property had been exposed to **VID-19. At that time, we were told that we could reschedule; however, the rate would change, increasing our total due by more than $1,000.00. After expressing our dissatisfaction with that response, the Evolve representative (****) offered to contact the homeowner for a full refund as a result of the wildfire and **VID. 
  
  On Wednesday, July 10, we contact Evolve again to follow-up on the request. The representative (*******) informed us that the request was denied as the "property was fine." We questioned the **VID, and the representative informed us that "there has not been an update as yet regarding the **VID." When I requested to speak to a supervisor, the representative asked that I call in (in lieu of texting) to do so. Upon calling in shortly thereafter, I was informed that all supervisors were "unavailable," but the representative would reach out to the homeowner to address the **VID concerns. 
  
  On Thursday, July 11, after still receiving no response, I contacted Evolve via test message once again to check the status of our request. The representative (*********) stated that there "was no update yet." I asked that representative to ensure that it was shared with the homeowner that all parties had been exposed to **VID/ tested positive for **VID and that we were asking to reschedule for the same rate or cancel for a full refund. The representative assured me that the **VID had been mentioned, but contradicted by quoting the request, "guest wants to know if owner could provide a full refund due to the wildfires in the area." At this point, we were four days into this request, one day before our scheduled check-in, and unaware if the homeowner was ever notified about the **VID. I expressed my continued frustration with the situation, to which I received no response. 
  
  Please note, when contacting VRBO regarding the situation, we were repeatedly referred to Evolve as they determined the cancellation request. Additionally, with weather quality was checked on Wednesday, July 10 and was reported to be "moderate."
  

  
  

  

  Business response

  07/18/2024

  Hello,

  Thank you for reaching out. Evolve monitors all summer wildfires and in reference to the Fire Proximity screenshot provided to us, you will see the air quality was on the very low end of moderate at the height of its severity; the official ***************** deemed it the areas oxygen levels as safe to be within. In addition to this when booking the home on May 17, 2024, the Cancellation Policy was displayed and agreed upon by reserving the home. Please note, many industry leaders such as your booking platform - Vrbo - spell out in Rental Agreements that refunds nor credits will be offered for COVID-19 cancellations and guests are suggested within those agreements to secure travel insurance for purposes such as COVID-19 or expected wildfires that *** be in the area when in-season. As the owner has denied a refund based on policy, we are unable to credit any funds back to you at this time. We apologize for the experience, however we hope this helps you understand policies for future stays.

  Thank you,

  The Evolve Team

  Customer response

  07/24/2024

   
  Complaint: 21979838
  
  I am rejecting this response because:
  

  
  
  
  When reserving the property via VRBO, we expected to be working closely with the property owner (not a third party).  Unfortunately, Evolve was not clear on their communication to and from the homeowner, doing both parties a disservice. 
  
  
  Our decision not to make the trip was, in part, out of respect for the homeowner. It was never made clear that the homeowner received that communication from Evolve, to which, they may have agreed to refund or reschedule at the same rate, especially considering a family member of the property owner lives and stays on the first level of the property throughout the stay. 
  
  
  In regard to the air quality being deemed safe, who makes that determination for a guest with Reactive Airway Disease?  Thats an unfair determination. 
  
  
  The least that could be offered to us would have been to reschedule at the same rate, which is what we offered to do, but again the communication was less than transparent. 
  
  
  Well, I understand that we did not purchase the trip insurance, both situations were out of our control. Our hope is that you would make the right choice for your visitors and property owners.

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

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a property managed by evolve. We got to the property and there was no air conditioning and there was an excessive heat warning from the county government. I contacted the management on site, but they told me that they couldnt get a technician out for two weeks and just to open the windows. 12 hours a day we had to spend 60 miles away at the beach, and then way to come home until it cooled down in the evening. I notified evolve and they told me that they couldnt do anything to accommodate me. Some of my guest left early because they had dogs that could not take the heat and one of my friends started to feel nauseous from the heat so they left early too. By the end, I was the only one there by myself and I even left early as well.

  

  Business response

  07/18/2024

  Hello,

  Thank you for informing us of your experience. As Evolve upholds all of their properties to high standards, guest concerns of the property are immediately - and diligently - investigated by their specialized Trust and Safety team. When looking into your complaint of no A/C during high-heat, it came to our attention through conversations between you and the owner that the A/C was turned down below the units threshold by someone in your traveling party on day one which temporarily froze over the unit. Within 24 hours, the property manager visited to assess the situation and you confirmed the unit was working properly when following the House Rules Guidebook in setting acceptable temperatures. Furthermore, the property owner continually checked in throughout the following days about the A/C and it was again confirmed the unit was in good functioning order. Due to this, a refund is not warranted and is concerned settled.

  Thank you,

  The Evolve Team

  Customer response

  07/22/2024

   
  Complaint: 21977883
  
  I am rejecting this response because: They are lying. The ** unit was not working when we got there, and my text message is right when we got there. The maid told me the ** does not work when I checked in. How likely is it that on the first day the first time I turned it on, I broke it? IT NEVER WORKED!
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******************* 2024 , Stayed a few nights ******************* very rude and inconsiderate. My husband died l went there for a get away due to my husband dieing in our home. Family came to bring my clothes funeral car picked me up they said l had more than 6 people on property. I explained they were just helping me not sleeping there . Rude and ask me to vacate after 1 day due to me getting help. I have a disability and l walk with cane and ****** when needed.

  

  Business response

  07/18/2024

  Hello,

  Thank you for taking the time to share your experience with us. As indicated both before booking (on the top of Airbnbs page and within the House Rules) and after booking (in the check-in instructions), the maximum capacity of the property is clearly advertised and is an industry standard that must be adhered to for guests staying overnight as well as those visiting during the day. That being said, while we understand the challenging circumstances surrounding your husbands passing, it is important to note that this situation was identified as a breach of the Rental Agreement by both Evolve and Airbnb as was prompted by multiple disturbance complaints from neighbors. We hope this explanation clarifies why we are unable to consider a refund at this time.

  Thank you,

  The Evolve Team
  
  

  Customer response

  07/22/2024

   
  Complaint: 21970729
  
  I am rejecting this response because: it is fakse
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We rented a property in *******, ** in June of 2024. When we arrived on the property the ** was not working. This is central ******* in June so it was almost 100 degrees every day. We talked to the property owner about it being 82 degrees in the condo at night because the days were so hot. The owner said she would send someone out the next afternoon. We arrived back and found the owner had her son waiting inside the condo for the ** repair person to arrive. While she was there later she stated that she had called the repair man but then told him not to come because at that point it was 77 degrees and she thought that was fine. It is not OK and we explained that it was getting hotter at night when the temps were up all day. She brought him back out and said it was an issue with the compressor. He indicated it could be fixed in a day but for some reason it was not. There was also an issue where the teenage girls that were with us were chased by some boys on dirt bikes who even came and knocked on the door at midnight. We ended up having to move to a hotel at extra expense to us. We reached out to Evolve and informed them of the issues but they have been very unhelpful. The let the property owner take 2 weeks for a response and did not inform us when the response came which was completely inaccurate. We had to call in another week later to find this out. We simply want them to do the right thing which is refund us for renting is a condo that was unable to be lived in. It was false advertising and honestly fraud. They are refusing.

  

  Business response

  07/18/2024

  Hello,

  Thank you for informing us of your concern. We are sorry to hear about the unforeseen cooling issue at the property you booked, and understand how this impacted your stay. We see you've been in touch with our team, and are pleased to inform you that we processed the appropriate resolution on July 10, 2024. If you have any additional questions, we kindly ask you to respond to the Guest Experience teammate you've been working with as they would be more than happy to assist you.

  Thank you,

  The Evolve Team

  Customer response

  07/22/2024

   
  Complaint: 21967735
  
  I am rejecting this response because: *********** refused to refund us in full. I am not sure how you can justify that you think it was acceptable that we had to stay in a condo with non-working AC in almost 100 degree weather. I am willing to bet that the people that run the company do not have their home AC set to 90 degrees and if it was at that they would work very hard to get it fixed. Unlike what they did for us. Will never rent from this company again. False advertising and failure to honor a contract made in good faith.
  
  Sincerely,
  
  ***********************************

  

  Business response

  07/30/2024

  Hello,

  Thank you for following up with us. Evolve records show two of the four days reserved were occupied by you and your traveling party. As a technician was sent to the home and there is evidence showing the home deceased in temperature into the 70's, there is an industry expectation that compensation to the owner is due for the associated costs inccured to them for your use of the property. While we understand you find this resolution unsatisfactory, we appreciate your understanding that the request is outside of what we, and the Owner, can refund for above the nights-not-stayed refund already processed.

  Thank you,

  The Evolve Team

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had reservation for 7/4-7/7, and there were major issues with the property, including several flat out lies in the listing.Most critically, the listing said the house had central AC, but that is 100% false, and more importantly, there was no AC of any kind in any bedroom. Temperatures were approaching 90 during our stay. Other major problems (This isn't even a comprehensive list):- Toiletries, High Chair, Washer/Dryer, trash bags/paper towels were all in the listing but not provided.- They left 8 towels for 16 people folded on beds.... and 4 of them were sopping wet. Which also got the blankets wet.- Much of the house looked like it hadn't been cleaned in years. Some examples: the split top AC in the living room was covered in dust, & had a dead dragonfly in the panel. The outdoor table was covered in **** and mildew.- The listing included 10 amenity badges and "if more badges are needed, they can be purchased for an additional fee at the office". However, we were not allowed to buy more because the homeowner had outstanding dues. So for the entirety of our stay, 6 people of us were unable to use the community amenities.- For 65 of the 67 hours we were in the house, we could not reach the property manager via phone or text. Neither could Evolve. So none of the issues ever got resolved.Evolve offered an effective 25% refund on our total payment. Given the severity of the issues, and that it was based on outright lies (as opposed to honest misunderstandings) in the listing, I don't think that's acceptable.From Evolve's "Rest Easy" Promise: Before we put our name on a home, WE CHECK IT IN PERSON to make sure its ready for guests... This means youll arrive at a place thats clean, safe, easy-to-access, AND TRUE TO EVERYTHING YOU SAW ONLINE". (emphasis mine).We never would have booked a house in July (temps were approaching 90 over our stay) that didn't have AC even if the property was otherwise flawless. And this property was not.

  

  Business response

  07/18/2024

  Hello,

  Thank you for reaching out and notifying us of this matter as we take these concerns seriously. We hold our properties to a high expectation to meet our 4 Core Standards, and understand how these events impacted your stay. While working through your thorough documentation, we agree this property fell short of our promise to you and have upped your resolution amount to cover an additional 25% of the nightly rate; the added amount of $206.90 will return to your form of payment in the next 3-5 business days. Thank you again for reaching out, and we hope to have the opportunity to host you again displaying the true standards our properties operate at.

  Thank you,

  The Evolve Team

  Customer response

  07/22/2024

   
  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

  07/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ********************** the place out. Had c*** on toilet seat shower had mold and mildew.. bed sheets where not changes due to stains and other peoples hair in the bed just to name a few.. basically unacceptable .. they could not clean the room for a day and a half(they wanted us to stay there) so I had to spent more money to find a place to continue my vacation last second.. and they will not refund me my money/points due to there lack of oversight I have pictures of the condo and pictures of the conversation between the owner and the property manager

  

  Business response

  07/12/2024

  Hello,

  We appreciate you taking the time to flag this with our team. Through consideration of your experience, we see you were able to connect with Evolve's Guest Experience team that reviewed your documentation and provided an additional resolution that was in line with the light cleanliness concerns captured in the documentation provided. If you have any additional questions, we kindly ask you to respond to the Guest Experience Advisor you've been working with as they would be more than happy to assist.

  Thank you,

  The Evolve Team

   

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently booked a stay with ********************* and evolve and I will leave this complaint on evolve too. Off the top I had issues with reaching the person to give me the code on Monday when we were supposed to get there on Thursday. After a few emails I finally got an email saying I would get it at 5pm on Wednesday. Well never got it so I had to scramble around to get it and I finally got it around 10 am that day. We get to the home and the front porch felt like a death trap because some of the wood was lifting up. When you got in all the fabric chairs had holes and stains on them so we did not feel comfortable sitting on any of the fabric chairs due to that reason. You get to the kitchen and all the pots and pans were dirty and they had crumbs on some of them so I had to buy all new pots and pans to cook on those days I was there because I was not using those. The oven was filthy and the kitchen mat was nasty I moved it to the side the whole time I was there. It was also spider webs all over the home and there was blood on one of the bed sheets. I have pictures of all of this. I reached out to the property manager and ******** and no one offered to have me compensated because all they did was change the sheets. I am in the ************* and you dont just change sheets you have to disinfect the whole area. The blood was HIGHLY unacceptable and even when I spoke to ******** the guy acted like he really didnt care nor even offered me an apology or no charge off. I had left my purse there and i reached out and at first i was told cleaning crew would be there Monday to check and I kept reaching out and nothing then he said he would check later that night. I get a text Tuesday morning saying he needed my full name and address and so I asked was it found and he said a bag and other items so I ask for a photo and it was now he has to get his cleaning crew to send photos of them. Its not Wednesday and he said he had them so that just seemed very weird and suspicious also

  

  Business response

  07/03/2024

  Hello,

  Thank you for informing us of your experience. As Evolve was never notified of this situation (minus the access code), we do want to make a few notes on what we do know:

  1. Please consider the difficulty the Guest Contact faced trying to keep reservations straight as you omitted a phone number on your booking which is utilized by them to create and communicate said code. We are relieved to hear you did get the code a handful of hours prior to check-in.

  2. No pictures of the issues stated here were provided to Evolve prior to this notice. Documentation is necessary to investigate cleanliness concerns especially because this cleaning team has a history of doing exceptional work. 

  3. As you mentioned in your review, the manager responded quickly to have new sheets put on the bed. 'Substantial compensation for light stains (as seen in complaint attachments) is not an industry standard resolution when quickly remedied.

  4. The owner stopped by the property on Monday to find the purse, but nothing was there. The cleaning team checked again on Tuesday and even sifted through dirty linens and trash just in case the purse was misplaced there; the inability to locate the reported missing purse leads to the conclusion that it was misplaced elsewhere not within the rental home. 

  Despite this, if you would like to open a ticket with Evolves team to look into your claims, please give them a call at ************** as their Guest Support team would be more than happy to assist you.

  Thank you,

  The Evolve Team
  

  Customer response

  07/08/2024

   
  Complaint: 21932380
  
  I am rejecting this response because:
  For one I would have not been able to complete the booking process if I did not have a phone number on my booking. Everything was on there and they had my phone number and email which was provided so I dont know what that first part was about. Secondly I DID provide pictures on my complaint and I did inform the owner when there was blood that there were stains on the couches and that the dishes were dirty so silly me if I was thinking someone would come in and clean the whole place and not just change the sheets especially since there was blood on the sheets. Being in the healthcare Im sure if one of your loved ones was being taken care of and they went into a room that even had one spot of blood on the sheets you would not be ok with just having the sheets changed with no proper cleaning protocols in place regardless of how fast the issue was taken care of. My whole thing was the place looked like it was not properly cleaned to behind with and I was going to let it ride but then I saw the bugs AND the blood and I reached out and all was done was changing the sheets. I felt very uncomfortable in the home and good customer service if it was standard protocol or not would of been to at least offer a full cleaning service or something off for the troubles. I do believe I had valid concerns and I am very shocked that instead of a sincere apology and something to turn my experience around, I look like it was my fault for even complaining and this is why I have a hard time complaining because companies just dont want to admit wrongs and try to make up for it so we end up getting no where but just a back and forth argument 
  Sincerely,
  
  Breaz *******
  

*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. ↩