ComplaintsforHouzlet, Inc

Rental Listings

Current Alerts For This Business

Pattern of Complaint:

According to BBB files, this business has a pattern of complaints concerning service issues. Consumers state their bookings were cancelled by Houzlet and in some cases, they were offered to re-book at higher priced properties. Consumers indicate that they want their original booking fees refunded in full.

On January 26, 2024, BBB sent written notice to Houzlet, Inc. identifying the pattern of complaints with a request for a business response.

As of February 23, 2024, we have received no response from Houzlet, Inc.

BBB will continue to monitor and update the company's report as needed.

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Initial Complaint
07/06/2024
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
On Oct 16,2023 we booked through VRBO a rental property, unbeknownst to us at that time was, that this was a Houzlet property and a company which VRBO partnered with a few years ago. Likewise we didn't realize how many complaints there were against Houzlet. We paid half of the amount, $3,492.30 and were emailed that the remainder wouldn't be due until the following 1st of July, one month before we were to rent this property. A red flag should have be flown as most rentals are due months prior to the actual rental.On July 1, 2024 we were ready to pay the remainder and were instructed to go through Plaid and give them our banking institution, username and password. We'd never would follow up with this as Houzlet could have emptied out our entire retirement. We called VRBO and were initially told that our rental was not canceled. Odd that on 5/08/24 VRBO had refunded us their processing fee of $620, something we had failed to see at the time. Hence VRBO knew that we were cancelled or why the refund? This agent said initilially to try calling Houzlet, but this was a nonworking number and in alignment with other complaints has been out of service for many months. This VRBO agent assured us that they would follow up immediately facilitate refund from Houzlet. The folliwing day this same agent text us instructing us to contact our bank for a cash back.We have done so but why should our financial be responsible for a fraudulent scam of Houzlet and supported by VRBO? This is the 2nd time in 5 years that we have been through VRBO with no refund previoysly made through VRBO. We should have known better, shame on us but should scam artists be permitted to stay in business?
Initial Complaint
06/21/2024
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
On December 22 of 2023 I paid a deposit of $1728.38 to Houzlet *** for a condo rental in **************, ** for the month of March 2024. Then on January 31, 2024, the remaining balance of $5185.13 was automatically deducted from my credit card. On February 15, 2024, I received an email stating that my reservation had been cancelled due to the unavailability of the property and that I would have to file a bank claim with their company in order to receive a refund. They stated that once this was received, a refund would be issued. I filed a claim on February 15th with my credit card company and so far, as of today, June 21st, they have not given my refund. I would like to file a formal complaint about this company and hope that I will be able to get some resolve on this issue.
Initial Complaint
06/06/2024
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
In December, we secured this rental through Houzlet. We have them a deposit on an Amex and wired money last week for the balance. There is now no number to contact Houzlet as well as no way to contact them on the website.
Initial Complaint
05/30/2024
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
On 11/14/23, I was issued a voucher by Houzlet for a future rental in the amount of $3194.17. The phone number mentioned in their email does not work nor does the number that comes up online when you search *************). I can't find anyway to get a hold of this company to use my voucher.
Initial Complaint
05/20/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
In January 2024 I signed a rental agreement with Houzlet for a 3 month summer rental starting 6/1/24-8/31/24. I gave them a $4800.00 deposit with the balance due partially on 6/1 and partially on 8/1. on 5/14/24 I received an email stating this property was NO LONGER available! I am homeless now, because I rent my home out and have no where to go at such last minute! Trying to call their phone numbers which are now disconnected, I also reached out to VRBO for help since they partnered with them but got zero help. My **************** card is looking to get my deposit back. I was able to luckily find a place but its $6000 more putting me in a bad financial situation. After researching on line I found a local realtor whose name was on the listing that they rented to me and she had fully rented it. She spoke with the owner and he had never heard of Houzlet or agreed to rent through them! They completely scammed me putting me out for not just a week but 3 months!
Business response
05/24/2024
We apologize for the inconvenience this cancellation has caused you.

Please be informed that there was a recent change in our merchant account and unfortunately, we are unable to refund your payment directly from our end. However, we recommend reaching out to your bank to file a claim. Once your bank notifies us about it, we will promptly accept the request, and your bank will facilitate the refund in question.

We understand that this may be an additional step for you, but it is currently the only option we can offer since we cannot process refunds directly. We apologize for the inconvenience this has caused you.
Initial Complaint
05/14/2024
Complaint Type:
Product Issues
Status:
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.
Rented a vacation rental. Paid the deposit in January. Got a receipt of payment. Was told my credit card would automatically be charged balance when it was due. Contacted customer support a few days prior to due date to confirm. Then again on due date saying it hadnt happened and was told to wait a few days. Now Im told the reservation has been cancelled. No explanation and their phone number is no longer working.
Business response
05/14/2024
Due to non-receipt of the final payment, your reservation has been cancelled. The system automatically charges final payments to the card on file. We apologize for any inconvenience this may have caused. To expedite your refund, we recommend contacting your bank directly to initiate the claim process. Once your bank notifies us, we will promptly accept it. We greatly appreciate your cooperation in this matter.
Customer response
05/15/2024

Complaint: 21709359

I am rejecting this response because: I spoke with the credit card company and they said there wasnt any attempt to charge my card that was on file as Houzlet stated happened. They also went on to say that Houzlet should immediately issue the credit rather than them contacting Houzlet. Houzlets listed phone number is no longer working. The credit card company is filing a claim but again they dont believe it should be necessary. Houzlet should issue the credit immediately.

Sincerely,

***********************
Customer response
05/15/2024
My credit card company says Houzlet did not attempt to charge my card on file. They also said that Houzlet doesnt require them to contact them. Houzlet should issue the credit back to my card since Houzlet canceled the reservation. What other clarification do you need?
Business response
05/16/2024
We understand your concerns about receiving your money and apologize for any inconvenience this may have caused. Unfortunately, our merchant account has been closed, and we are unable to provide you with a refund directly. As an alternative, we recommend contacting your bank to file a claim for the payments made. **** assured that once the bank notifies us of the dispute, we will promptly accept it, and your bank will subsequently credit back the amount you originally paid.

We understand that this may be an additional step for you, but it is currently the only option we can offer since we cannot process refunds directly.
Initial Complaint
05/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
In 2023 my husband and I booked a house in ******** AZ through VRBO that Houzlet properties had. Reservation ********* for Feb 29 through March 30, 2024. We paid VRBO their fees and paid Houzlet's fees. On the *** we were supposed to enter the house, ******** Houzlet called me and said there was a VRBO "glitch" in January 2024 and they did not get the remaining money, therefore the house was not available, but would refund the fees I paid. Both VRBO and Houzlet had all my info and no one contacted me to let me know this prior to arriving in ******* from ******. Here we are temporarily visiting friends in ** and now no house to move into, that was reserved a year prior. The phone they called me from is no longer in service and they have refused to answer the last email. Houzlet said they would refund the money, but due to a ". . .recent change in their merchant account has restricted our ability to refund your original payment directly." It was done by credit card, which the the credit card company cannot help because the transaction is too old. I believe Houzlet knew this and purposelly put the onus on me to figure out a way to get my money back AFTER they said they would give it back to me. The email I used through VRBO is no longer functional, due to VRBO taking them off their website. **** said their was no glitch and they have had issues with this group before and therefore took them off. There is no reason Houzlet can not send me a check. They tried to palm off the "Book with Confidence Guarantee" of VRBO saying they would cover it. VRBO says no because I paid Houzlet. VRBO did give me the fees I paid VRBO. I would like this company to step up and do what they said they would do, refund my money and they have not. Houzlet said they would refund me -- plain and simple then they should do it, not play games and be conniving and deceitful.
Business response
05/03/2024
We sincerely apologize for the inconvenience and frustration you've experienced. To expedite the refund process and provide you with more flexibility, we're offering two options for receiving your refund. We can either process a direct deposit to your bank or refund via check. We will be sending a separate email to get your details with attached direct deposit form.
Please let us know which option you prefer, and we will proceed accordingly. Once again, we apologize for any inconvenience this situation has caused, and we appreciate your understanding and patience.
Customer response
05/03/2024
Hello. Thank you for responding and getting Houzlet to respond. I accept their solution, BUT I want to keep this open due to the fact that they have given me the run around for almost 2 months now and somehow not fulfilling what they will do. I don't trust them with my bank info, therefore I chose the check option. As long as they don't delay in sending payment this should be resolved; but to be honest with you, I don't trust this company, especially after watching the newscast of one couple's dilemma with them. I appreciate what you have been successful at doing -- getting them to respond.
***************************
Initial Complaint
04/29/2024
Complaint Type:
Order Issues
Status:
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.
After making a down payment of $3015.58 on June 10, 2023 and signing and returning a lease,I received confirmation from Houzlet for the rental of a ground floor home in ****** Fl for the time period of Jan 21, 2024 to Feb. 21, 2024 with the balance due 30 days prior to arrival at ****************************, ***About the third week of Dec. 2023 I called Houzlet and spoke to ******* to determine the exact balance owed on this rental lease. I was told it was not available due to sale, leaving me, my wife and friend without a rental home. After discussion ******* said he would help find a property for us. He did and based on the information to us on Houzlet, VRBO, a ground level three bedroom rental we accepted. Houzlet transferred the the $3015.58 paid previously, to the downpayment on the property at ********************************* Apt. 225, Naples Fl.We arrived at the property at 11:00 PM Monday Jan 22, 2024 and was shocked to find all three bedrooms on a second floor. Had there been any evidence of second floor I would never have agreed to rent it. I immediately sent a text to *******(Houzlet) and indicated we could not stay in this rental that it was totally misrepresented on VRBO, no photos nor verbiage of an open staircase or 2nd floor bedrooms, I would find something else the next morning and I wanted a full refund.The following day after much communication w/ *******, until zero ******************* I found a property that was suitable, but not avail. till 1/25. All charges were on my **** card, I contact them to dispute the charges, they separated the down payment of $3015.58, deducted the three nights we had to stay leaving that balance of $2178.49. The remaining rental payment was $5634.42. **** concluded that there was no error in billing for the $2178.49 even though I may have a claim against the company, which is why I am asking for your help. The $5634.42 was found in my favor. I'm requesting your help to recover this $2178.49. My claim is misrepresentation of property
Business response
05/01/2024
We genuinely value any feedback you have about your booking experience and apologize for any disappointment you may have experienced. Unfortunately, we are unable to issue a refund for your reservation as it is non-refundable and aligns with our lease agreement policy.
Initial Complaint
04/29/2024
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Details are included in the attached letter and mails. The company (Houzlet) did not supply the service (condo rental) contacted for on March26,2023. Houzlet to this date has provided false information and refused to honor the refund policy in the contract.
Business response
05/13/2024
Could you please reach out to your bank again to initiate another claim process? As soon as your bank notifies us about the claim, we'll promptly proceed to accept it on our end.
Customer response
05/16/2024

Complaint: 21640409

I am rejecting this response because: We have already contacted our credit card bank, and they have refused our complaint on the bases of the so called Voucher that Houzlet issued. Houzlet knows that **** will accept it and continues to use that tactic instead of providing the 100% deposit refund as stated in their contract. BBB is well aware of Houzlets business practices, and we have also filed a complaint with the ************** of the ******** General.

Sincerely,

******** & *************************
Business response
05/16/2024
We understand your concerns about receiving your money and apologize for any inconvenience this may have caused. Unfortunately, our merchant account has been closed, and we are unable to provide you with a refund directly. As an alternative, we recommend contacting your bank to reopen the claim. **** assured that once the bank notifies us of your request, we will promptly accept it, and your bank will subsequently credit back the amount you originally paid.
Customer response
05/21/2024

Complaint: 21640409

I am rejecting this response because: It is the same delaying tactic Houzlett has been using since the beginning. It is not helpful in resolving the issue that they did not have authority from owner to list or rent the property. Nor does it address the fact that they have a contractual obligation to provide a 100% refund as documented by our previous submittals to BBB. Houzlett owes us the refund and already knows that we have submitted this complaint to our bank.

Sincerely,

******** & *************************
Initial Complaint
04/23/2024
Complaint Type:
Billing Issues
Status:
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.
March of 2023 ( 1 year ago) we reserved a condo that we found on VRBO - a deposit was made to following merchants: (we reserved property with my credit card with friends: ***/*********************.VRBO $335 Houzlet **** $ ****** On 1/30/24 Houzlet charged us for the remaining balance of $2745.47 (**this has since been refunded through my Consumers Credit Card) On 02/01/24 we received an email from Houzlet (Property: *******, Unit ID *******, Arrival Date 3/1/24 - 3/31/2024 for 4 adults) that the condo was confirmed and paid in full. On 2/15/24 my friend (********************* - who was also renting the condo with us) received an email saying the condo was no longer available and that she should file a dispute with the ******************* for a refund. We have filed a dispute but the credit company has only refunded the $2745.47 and I do not understand why they are NOT refunding me the additional amount that was charged in March 2023. (other than they mentioned that the charge was older than 180 days)
Business response
04/25/2024
After checking with our Accounting team, we found that we only received a claim from your bank for the final payment amounting to $2,745.47, which we have already accepted and credited back to your account. Kindly open another claim with your bank for the initial payment of $831.03. Rest assured that once your bank notifies us of your request, we will promptly accept it on our end. We appreciate your patience.
Customer response
05/01/2024
My bank is taking it time refunding the money - It has been close to 3 months since Houzlet cancelled our reservation. Why can they not just refund the deposit???? The number I had to call Houzlet did not work. If they provide a number I will call them direct. thank you for attending to this matter.

Customer response
05/02/2024

Complaint: 21614740

I am rejecting this response because:
Customer response
05/02/2024
Houzlet & VRBO Have finally refunded my money for the condo they took our money for & then informed us the condo was not available. Between Houzlet, VRBO and my credit card company it was a complete nightmare. Thank you for responding so quickly to my complaint - that was much appreciated. I would recommend to individuals looking to rent a place to not use either Houzlet or VRBO.

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