ComplaintsforVacasa

• Initial Complaint

  02/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have been using this company for our Short Term Rentals and they have been renting the units and not informing or paying us our portion, for example, a few weeks ago; when per our schedule with Vacasa the unit was not showing rented and we went to check on the unit and walk in and there were tenants in the unit. When we tried to contact the Mgmt to see what was going on she would not answer our calls nor return them. We made several attempts to get in contact with them. We reached out to Customer Service who gave us the runaround and kept saying they would get a GM to contact us, and no one returns our calls and as of today, we have not received any payments. 2)They have rented the unit to People with several pets and have not got authorization from us!! You guys declined our previous complaint, solely based on them continuing to deny that this is our property, I am happy to provide you with property tax info and even emails between us and them regarding this property and issues. Below are a couple of things showing that we have had several conversations with them re my property and that they are very well aware that this is our property and we are the owners of the property and POBO 2!!

  

  Business response

  02/28/2022

  Thank you for providing us with those supporting documents. It seems you have not yet been set up as an owner on the home for this unit, and the previous owners contract ended in January 2022. As such, we are unable to assist you further via the BBB platform with the details of your account, as we do not have an account open for you to reference and review, but we are reaching out to the General Manager and Regional Director of this home so that they can contact you to resolve these issues. Thank you. 
  
  

  Customer response

  03/02/2022

  
  Complaint: ********
  
  I am rejecting this response because: I have been the owner since starting the listing in our name in approx. November. You can clearly see that if you look at the correspondence email from your college, that we were talking about this property of ours in at that time. We need a resolution in this matter asap!

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

  

  Business response

  03/16/2022

  The contract provided to Vacasa as “signed” was not a valid contract as it had handwritten exceptions and alterations added by the individual. We are unable to accept contracts with these amendments added, and an official contract must be signed for owners to be set into our system and payment remitted. Thank you.

  Customer response

  03/18/2022

  
  Complaint: ********
  
  I am rejecting this response because: I do not agree with this!
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  02/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Vacasa is refusing to honor a reservation for a booking and has offered no alternative. As a result I am being forced to pay thousands of dollars more for a new place to stay. On January 1, 2022, I booked a house through VRBO that is hosted by Vacasa (VRBO Property ID: *******). The dates of the reservation were May 31, 2022 to June 29, 2022 (Reservation ID ********). The reservation was fully prepaid at the time of booking for $4,848.20. The reservation was for 2 adults, 1 child and a pet. The cancellation policy was 100% refund if cancelled before May 1. On February 8, I received an email from Vacasa telling me they had changed their mind and decided not to rent the property for those dates. They offered for me to either 1) Stay in another house or 2) accept a non-fundable expiring credit for a future Vacasa stay. Neither of these were acceptable. The replacement house they offered specifically indicates it is not safe for kids and has no reviews indicating it is in good condition. The refundable credit is also not acceptable as I have no need to for a Vacasa credit, it is non refundable and expiring (as compared to my refundable reservation), and is only for Vacasa (who I did not book through - I book through VRBO). They still have not issued a refund and are holding my money despite not honoring the reservation. Additionally to book another place will cost $1,000 - $3,000 more than the original booking. it is fraudulent.

  

  Business response

  02/28/2022

  We are truly sorry that we were unable to host your stay as planned. We make every effort to make sure each guest’s reservation goes off without a hitch, and we are very disappointed that we were unable to accommodate your group. As soon as we learned that the owner of the home would not be able to rent their home out for your booked dates (about 1 month after the booking was made, and about 3 months before the booking was scheduled to begin), we contacted the guest to inform them of the other options available. The guest opted for a full refund of their rental costs rather than be relocated to the only alternate home we had available for their fulld dates. Their full refund has been issued and we are, unfortunately, unable to offer a refund over what was paid for the reservation.

  Customer response

  03/03/2022

  
  Complaint: ********
  
  I am rejecting this response because: the alternative house suggested was not acceptable as it specifically banned children which were part of our group. Additionally, Vacasa refused to initiate the refund and cancel the reservation. They forced me to call VRBO to initiate the cancellation. This company was attempting to take my money and change the terms of the reservation so they did not need to return payment and only did so because of VRBO initiated the cancellation.
  
  Sincerely,
  
  *** *********

• Initial Complaint

  02/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Vacasa continues to send **** mail soliciting authority to manage our condo. Beginning 10/13/2021 with last contact 1/17/2022, they were contacted via email notifying them that we are not interested in their management service and requesting no more contact,. Their response was either no response or to send a link to use to opt out. I informed them that "Based on the BBB site emails relating experience with the link, your link does not work. I prefer not to visit certain websites anyway and would prefer to have this email request honored." I also informed them in the last email 1/17/2022 that no response from them in one week would result in contacting BBB. On 2/3/2022, I received via **** another "Management proposal". The **** mail is addressed to ***** and ******************* with address provided for this complaint.Please help. ***** and *******************

  

  Business response

  02/14/2022

  We are so sorry that you have continued to receive mail after requesting no further mailed contact from Vacasa! We are contacting our mailing team to ensure you are removed from further correspondence. Please note, several items of mail have already been printed and processed which may still be received through the mail, but no further mail will be produced. Thank you.

  Customer response

  02/15/2022

   
  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

  02/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Property #******* reservation dates Jan. 5-9, 2022 Confirmation #******** $528.00 x 4 nights = $2,112.00 plus additional fees of $646.24 = total $3,265.09 When we first arrived my daughter thought the damp carpet was from the cleaning staff shampooing the carpet as she saw vacuum marks through it. She mentioned it to us the next day when she realized the carpet was getting wetter! After Inspection we phoned the 800 # and they sent people to take a look but it wasn’t until the following day that a property maintenance rep came to look at the drenched carpeting. So that evening water was still pouring in, making the room extremely humid with the window shades and windows dripping ! The thermostat must not have been working either as they had it turned all the way down but it was extremely hot and the humidity was so thick in the room we believe it was unsafe, especially for our 4 year old granddaughter who had been trying to get over a bad cold. As the condition worsened they had to sleep on the couches upstairs. The plumber came in and ripped out the bathroom ceiling and fixed the leak but of course the bathroom was not only unusable, you couldn't access it due to the large fans the flooring company put under the ripped up carpeting to dry it out. This caused a horrible smell which also affected our other daughter & boyfriend whom was sleeping in the room across from this one. This severely interrupted our ability to enjoy this beautiful home and family time. We spent most of the time at the kitchen table and/or dinning room table as all of this was followed by a continuous stream of maintenance, property reps, plumbers and who knows who compromising our space and privacy. During all of this we did not receive even one phone call to let us know they would be turning the water off and that it would be off the better part of the day nor did they bother to apologize for any inconvenience this caused our whole family:(

  Customer response

  02/08/2022

  It looks like not all of the photos uploaded so have attached them here. Also your message area has a limit to content entered, so I couldn’t finish my complaint in that on our last nite our daughter and family had to stay in a hotel just so that they could get a good nights sleep (which they hadn’t had during our whole trip!) before their 10 hour drive back to Kansas City. We asked Vacasa to reimburse one third of our stay of $1157.00, since we paid for 3 bedrooms but only 2 bedroom were inhabitable, plus an additional $200 to cover the expense my daughter incurred in having to find other lodging. The reply we received from Vacasa said they will refund $400.00 and that was are they were able to do, hence us contacting you! I hope you can add this important information to our claim and REALLY hoping with your help they will give us a more fair settlement! 

   

  Thank you,

  **** *****

  Customer response

  02/08/2022

  It looks like not all of the photos uploaded so have attached them here. Also your message area has a limit to content entered, so I couldn’t finish my complaint in that on our last nite our daughter and family had to stay in a hotel just so that they could get a good nights sleep (which they hadn’t had during our whole trip!) before their 10 hour drive back to Kansas City. We asked Vacasa to reimburse one third of our stay of $1157.00, since we paid for 3 bedrooms but only 2 bedroom were inhabitable, plus an additional $200 to cover the expense my daughter incurred in having to find other lodging. The reply we received from Vacasa said they will refund $400.00 and that was are they were able to do, hence us contacting you! I hope you can add this important information to our claim and REALLY hoping with your help they will give us a more fair settlement! 

   

  Thank you,

  **** *****

  

  Business response

  03/09/2022

  Thank you for your patience! We confirm that you will be receiving a refund of $1157.00 via check, and that request has already been sent to our finance department. We appreciate you working with us to rectify this situation and get you a refund back for these issues, and we are so sorry your stay with Vacasa was disrupted in such an unpleasant way!

  Customer response

  03/10/2022

  
  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,
  
  **** *****

  *****All supporting documents redacted by BBB*****

• Initial Complaint

  01/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a house for a 3 night stay a year ago near our areas ski resorts. Our main criteria was a hot tub to relax in at night. 2 months prior to our stay we were notified it was not working, so we called to cancel, but was told by Vacasa it was fixed. On our check in email the day prior to our stay the property states that the hot tub was permanently removed. After calling into their support line they had no other similar properties for us. And their compensation was minimal for this. Given the way the events of this transaction occurred and the false information that was provided to us, especially as we attempted to cancel for the sole reason of the lack of a hot tub, the compensation was not close to being adequate. Instead of cancelling our trip as planned we are now booked for multiple days of activities that are non refundable. The communication back and forth between Vacasa and our party is clearly in their records. The offered compensation is not sufficient

  

  Business response

  02/23/2022

  We are sorry to hear about the issues experienced by this guest. We are unable to identify the reservation referred to within this complaint, please provide the associated reservation number or code so that we may assist further. Thank you.

  Customer response

  02/23/2022

   
  Complaint: 16680122
  
  I am rejecting this response because: the confirmation number is KJF5649H
  
  Sincerely,
  
  *****************

  

  Business response

  03/03/2022

  Thank you for providing us with those details! E are so sorry that the hot tub was not working for your stay, we know this is a key amenity that guests look forward to when booking their rental. Could you please provide us with the ideal refund amount you are seeking that would make this right? We would like to discuss with the local and general manager and advocate for the correct refund amount on your behalf. Thank you.

  Customer response

  03/08/2022

   
  Complaint: 16680122
  
  Since we would have cancelled this reservation because the hot tub was not available we asked for 25% of what was paid to be refunded which was approximately $500. What was given was $250.  Our main complaint is that we were told specifically that the hot tub was in working order when we wrote to cancel which made us keep the reservation and then committing to extra collateral cost that we would not have proceeded with. 

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

  

  Business response

  03/14/2022

  Thank you for providing us with that information and we would like to refund you the additional $250.00 to reach the amount requested as restitution. We are so sorry your stay was impacted by this and we hope you will give us another chance in the future. Could you please provide your mailing address to our Customer Experience team at ***************************** so that we can issue a refund check? Thank you!

  Customer response

  03/15/2022

   
  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.
  

  mailing address is ******************************************************************************************************. Thank you for working with us. 
  
  Sincerely,
  
  *****************

  

  Business response

  03/21/2022

  Thank you for providing that information and giving us an opportunity to make this right! We have contacted **************** to issue this refund check as soon as possible. Thank you!

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  VACASA used to manage our vacation home in Gulf Shores Alabama. VACASA took payment from us and guests for cleaning our home and failed to clean the property for guests. Our family and guests routinely arrived to find dirty refrigerator, crumbs on the floor, thick dust on surfaces, gunk in the dishwasher, dirty linens etc. When we complained we were told "that's just the way things are right now". No apologies, no compensation to our guests or us, despite requesting it. After speaking to several other competing management companies I am told that VACASA's cleaning pay is among the lowest in the area, and that lack of competitive pay directly contributes to the lack of cleanliness and lack of oversight of the cleaners by Managers. The last straw for us, was being assured by our property manager representative that serious storm damage to our home had been repaired. It is important to note that we paid for these repairs. A few days later our neighbor texted us and said that the house was still not repaired and sent photos. I emailed our representative and he assured me it was done. At that point I sent him the photos and asked for an in person meeting at the house. I flew down there to meet our VACASA Rep. Repairs WERE NOT complete and to my astonishment he arrived to the meeting reeking of alcohol and in my opinion either drunk or seriously hungover. In the ensuing weeks I have asked for clarification on status of repairs and full accounting for all repairs. I have not received an answer. I have pointed out some other repair issues including a shoddy electrical repair, incorrect size air filter in the HVAC (Damage to unit?), and unanswered questions about a potential hole in our roof. I have asked for, but not received a detailed accounting of all maintenance including detailed invoices. VACASA has never apologized or taken any responsibility, not customer reps or our Dedicated Rep or the even the Assistant General Manager.

  

  Business response

  02/23/2022

  Thank you for writing us regarding your experience with our management services and we are dismayed to learn of these issues! Could you please provide the full address of the home contracted under Vacasa’s management, or the Vacasa listing number as well as the full name on the contract so that we can thoroughly investigate and assist with these issues?
  Thank you!

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently stayed in a villa managed by Vacasa South Carolina. I have contacted Vacasa, the host, on a number of occasions about the poor condition of **** **** ***, Seabrook Island, SC since I stayed there earlier this month. I contacted them by phone, text and email and the General Manager nor the Property Manager saw fit to respond. I have been staying at Seabrook for over a decade and I have stayed at this subdivision, ******* **** at least four times. I have always been pleased by the experience. However this villa had issues from the start. The door and the villa have peeling paint everywhere. The place is obviously rundown with lots of deferred maintenance. The bedroom and bathroom doors in the master are warped and do not close, the ceiling fan in the master was taken down and put in the already small closet rendering it almost useless. The lights in the porch never worked. The dining room table is too wobbly to trust using it for eating. The kitchen has a mish mash of utensils, seemingly from a garage sale, but almost all of the spoons were tiny drink spoons unsuitable for general use. The lighting in the front did not work, we eventually just bought bulbs ourselves. The garbage can in the kitchen was too small for a family to use and there was no broom in the house. We ended up buying a broom and dustpan and a garbage can because so we could function in the house. I have addressed all of these with Vacasa staff and I am still waiting for response two weeks later. The photos of the villa shown on airbnb do not reflect the lack of quality nor the actual furniture in the villa, so the advertisement for this villa was false and misleading. Obviously the owner of this villa was aware of at least some of the problems because they left an invoice conveniently by the bathroom from a contractor to do some of this work. Maybe they expected us to pay for the villa AND do the building maintenance while I was there?

  

  Business response

  02/07/2022

  Thank you for providing us with those details. We have reviewed your reservation details and we are unfortunately unable to offer a refund for these issues. Our local staff and customer experience team are available to help assist nd rectify any issues during a guest stay, or look into alternative lodging options based on the severity and inconvenience of the present issues. Our customer service and local staff did not receive any complaint of service, quality or cleanliness during the guests 14 night stay, until after they were already departed from the rental property. Because we were not notified of an issues or given the chance to rectify the situation, we are unable to offer a refund.

  Customer response

  02/08/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  This response is incorrect. I did make several complaints during my stay and I was told that since I was staying during Christmas and New Years Eve vacation, that there were few people available to provide assistance.  Second of all, why in the world would you make the CUSTOMER responsible for your poor service.  If you provided a poor, rundown location and charged full price, YOU are responsible for making it right. Any professional business who truly cares about customer service does this, notwithstanding WHEN the complaint is made.  I have fully documented the poor quality of this location and you are responsible legally and ethically to resolve the issue.  I expect the refund promptly.  Thank you.

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

• Initial Complaint

  01/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vacasa bought my company and took over my properties in ********** **. The manager there, ******* was always working against me with my home. She even forgot to list it for over a month costing me potential rentals. Damage was done by guests and never reported. Finally, I told them I was not going to renew my agreement with them and they immediately said they were going to cancel my existing reservations. My lawyer told them before they did that we didnt want them to cancel and that would would honor all of them. So not only did they cancel them but they also charged me for 100% of the total of those reservations. This was nothing more than a vindictive move by ****** and her boss ****. Their arrogance is disgusting. The revenue they stole from me was in excess of $30000!!! BEWARE of the ** company!! If you work with them as a guest, homeowner or employee be ready for an e**** I will be filing a complaint with the *********** for this seemingly illegal practice. How can they simply cancel a reservation and give the money back to the guest (maybe), leaving the guest with no where to stay, and then expect full payment of that reservation from me that they keep. They canceled it not me!!! They didnt care about the guest at all and certainly they didnt care about me a home owner. That is a 100% commission. If I canceled maybe they would be entitled to their percentage of what the reservation was not 100% of the reservation.

  

  Business response

  01/27/2022

  We are so sorry to hear about the issues experienced during your time working with Vacasa while we managed your home! We would love the opportunity to investigate these issues further- could you please provide us with the full address of the home you had within our management, or the Vacasa listing ID so we can look into this thoroughly? 
  
  

• Initial Complaint

  01/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I canceled a reservation and was told I would receive a 50% refund if I didn’t use the credit by December. I was unable to use the credit and have sent two request to receive a refund. Email one was not responded to. Email two response was not related to my request.

  

  Business response

  01/31/2022

  Thank you for providing us with that information! Please know it is not our intention to request additional effort from our guests, but the Better Business Bureau website is a separate company than Vacasa’s and we cannot link your information to the information in our system without these details.
  We see that you have been in contact with our Customer Experience team regarding your refund, and you have been refunded on 1/21/2022 and the funds should be within your possession at this time.

  Customer response

  02/03/2022

  
  Complaint: ********
  
  I am rejecting this response because there is no information regarding what is being requested.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  01/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked a property for Jan 2nd -Jan 6th in *************** ****. Upon entering the property was filthy, no one cleaned. Floors full of food, hair, bedding not washed, counters full of food, microwave and fridge filthy, bathrooms filthy. They had no cleaning supplies any where, I called and they couldnt do anything but said I would get a refund. The entire *********************** was booked. I then found out they relisted my property and told me to vacate! On top of it all there is a mouse trap with mouse p*** everywhere under the sink. We had to go buy cleaning supplies and disinfect the property ourselves!!! Then they charged my card $862 without my authorization. They know we have no options unless we cancelled our trip. This property is jeoopardizing my families health and safety and further more they almost made us homeless for the next 4 nights by cancelling due to negligence and mismanagement of their business. They should be closed down. Predatory and negligent people.

  

  Business response

  01/13/2022

  We are sorry to hear about the issues experienced by this guest. We are unable to identify the reservation referred to within this complaint, please provide the associated reservation number or code so that we may assist further. Thank you.

*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. ↩