ComplaintsforVacasa

• Initial Complaint

  08/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Mandatory hurricane evacuation on 8/4/24. Forced to leave rental after only one night. Paid for three nights. No credit or refund provided. I will never rent from Vacasa again. If only I had rented from **** I would be reimbursed for mandatory hurricane evacuation. ****** learned! Regardless of having renters' insurance.... a mandatory evacuation is an exception to renters' insurance. I know this for a fact!!!! I own a VRBO property. *********************

  

  Business response

  08/11/2024

  Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. The rental contract you agreed to at the time of booking states:  No full or partial refunds will be granted for no-shows or if you cancel less than 30 days before the first night of your reservation, arrive after the first night of your reservation, or depart before the last night of your reservation. Except as expressly provided in this Agreement, no refunds or compensation will be given and Vacasa shall not be liable to you for failure to make the property available for occupancy if the property is unavailable or becomes partially or wholly unusable for any reason outside Vacasas control, including but not limited to adverse weather conditions, natural disasters, mechanical failures, evacuation orders or other acts of government agencies, or utility outages. Vacasa advises guests to obtain appropriate and comprehensive travel insurance that covers Renter and all Occupants and that includes coverage for personal injury, illness or disease, and property damage or loss.

  Customer response

  08/11/2024

   
  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

  08/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My mother in law *********************** booked a 3 night stay (7/1/2024-7/4/2024) at the ********** home in *******, ** managed by Vacasa. When we arrived the house smelled like someone had been smoking inside. There was also a cigarette **** on the window sill and the home was supposed to be smoke free. Upon walking around the house my toddler found a stuffed animal full of push pins on the game room couch. There was someones hair all over the shower wall, dirt and dead bugs on the floors, and to top it off the pool - which was the reason we booked the home - was GREEN. We called and spoke to *****, who was very kind. She said she would send out the pool company to clean the pool. A bit later we decided due to the smell (I have a 21 month old son whose health is our top priority) and the lack of cleanliness, we wanted to leave. We called Vacasa back and ***** told us the pool company had been out that morning to treat the pool and it should be clear by the next morning. I have photos of how green the pool was. It needed to be drained, scrubbed, and refilled. She also said they could send out a machine to clean the air and the cleaning crew to clean the home but we couldnt be in the home while that was done. We said we just wanted a refund and we wanted to leave (we had only been there 20 minutes). She said since they were offering to fix our problems they wouldnt give a full refund but a partial refund. We understood and she informed us we would be contacted with how much of a refund we would receive the next day. We never heard from them Friday. We received a text today (Saturday) saying now we werent getting any refund because they didnt think the house stunk (Thursday they checked and said it did smell but they thought it was a cleaning product) and the pool was supposed to be clear by tomorrow (which is when we were supposed to check out originally so we never wouldve been able to use the pool. Theyve been unprofessional and unwilling to rectify the situation.

  

  Business response

  08/11/2024

  Thank you for taking the time to share these details with us. We are sorry for any inconvenience you experienced. Our records indicate that you gave the home a 4 cleanliness rating and said it was pretty clean. Additionally you didnt report any cleanliness issues to us. You only reached out about the pool, which was scheduled to be cleaned the following morning. It is on a regular cleaning schedule. As we were not given an opportunity to address the issues, we would not provide a refund. 
  
  

  Customer response

  08/13/2024

   
  Complaint: 22087654
  
  I am rejecting this response because: We most certainly did complain about the cleanliness as well as the cigarette smell inside the home. I have attached images of the text correspondence to show proof of that. There is also proof of us being told we would in fact receive a refund for inconvenience. I am very unhappy with the dishonesty in this response. I also left a very negative review which for some reason you guys did not post publicly. I feel as though it is important for potential vacationers to be aware of unhappy reviews as well as your positive review. We are requesting a full refund considering your reason for not refunding is that we did not complain about the uncleanliness when we clearly did as you can see in the images of the text messages I have attached where you all requested photos and also offered to send out a cleaning crew to clean the home which should have been done prior to our arrival.
  
  Sincerely,
  
  ***************

  

  Business response

  08/20/2024

  Thank you for sharing this information with us. The only items attached to the complaint are images of the pool and the hair in the shower. Please try again to attach photos of the text messages. You also noted to us that you departed shortly after arriving. The rental contract states that we must be given an opportunity to address any issues and 20 minutes is not a reasonable amount of time to address anything even if we had known about items other than the pool. We will not provide a refund. With regard to the review, the team that handles and publishes those is working on a backlog due to a busy season. Your review will be published unless it violates any of our review policies. 
  
  

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We stayed in one of their rentals in ****************** SC between 7/28-8/2 2024, this place had clean beautiful pictures online, yet on arrival it was beyond disgusting, there was ***** ****, possible bed bugs, all my kids and I have red bleeding dots on us, NONE of the lights were working or we werent told what switch was what, the house needs to be rewired its all faulty, there was a open box in the wall with ******************* hanging out as they tried to hide it with an old recliner. The filter for the ** was never changed!! Husband does HV** and we were disgusted. Stains and drips on the walls, promises of people calling us back yet not, I have all pictures to prove it even the bumps on my legs, we were promised a safe clean environment for a family. I DID not authorize them to compensate me as we paid 1,761.62$ for the week, they automatically gave me 150$ back this is after I told them NOT to, I dont need 150$ that barely covers anything they offered NO help besides someone to come in a clean? It would have taken 4 days to clean this place as I have all pictures. I just cant fathom a company that does nothing then asks us to provide a 5 star rating. Their pictures DID not in anyway match the listing, total FALSE advertising. It was our vacation and no we did not want a cleaning lady there or some guy fixing everything that was broke. No thanks that is too much to ask out of paying customers

  

  Business response

  08/08/2024

  We appreciate you sharing this information with us. We apologize for any inconvenience you experienced. Our records indicate that we offered to come and address the issues you reported to us and you declined. You at no time mentioned any kind of pest issue and we had no reports prior nor have we since. The rental contract you agreed to upon booking states that we must be given an opportunity to address any issues you report. We were not given an opportunity to do so and we still provided compensation. Nothing further will be processed.

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a property through booking.com from Vacasa checking in on July 14th and checking out on July 21st. Upon checking in we found a dirty tub with running water I called and sent photos. Next when time for bed my husband pulled the sleeper sofa out and there was trash, brown and red bodily fluids on it. I called still no help. The next morning while sitting at the dining room tabley 5 year old son said Mommy what this it was marijuana rolled in a cigar. We lost 2.5 days of vacation waiting for a cleaning person to show up and my children were piled in the full size bed due to dirty sleep conditions. I emailed and finally spoke with a person on the day of checkout I sent pictures and videos and was told something will be done to compensate me yet till this day on August the 2nd I've not received any money back for even a phone call. I would like some of my money or all this is poor treatment for such an inconvenience.

  

  Business response

  08/08/2024

  Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. Our records indicate that we were able to bring some clean sheets as well as assist with the bathtub. That said, we have reached out to our local team to see if they would approve some compensation. We appreciate your patience while we wait to hear back from them.

  Customer response

  08/08/2024

   
  Complaint: 22082905
  
  I am rejecting this response because: when I spoke with a lady named ****** on the phone the day of my checkout she already gave me to same story about the so called local team. Clean sheets and someone cleaning the dirty broken bathroom is NOT SUFFICIENT. What is the purpose of spending all that money to be inconvenience for two days? Also clearly the condom was NOT cleaned properly prior to my stay compensation would be reimbursing me some of my hard earned money! The cleaning who came stay out of her own mouth that she wouldn't stay on that property she rather pinch a tent...
  
  Sincerely,
  
  ***************************

  

  Business response

  08/12/2024

  Thank you for sharing this information with us. Again we apologize for any inconvenience you experienced. We did hear back from our team and they are not willing to provide compensation as the issues were addressed and you did receive a late check out.

  Customer response

  08/12/2024

   
  Complaint: 22082905
  
  I am rejecting this response because: leaving 1 hour later does not suffice considering that we lost 2 days sitting in that nasty place waiting for help I want at least my cleaning fee back!
  
  Sincerely,
  
  ***************************

  

  Business response

  08/14/2024

  Again, thank you for providing this information for us. As we did send someone to address the issues and you received a late checkout we would not provide any compensation.
  
  

  Customer response

  08/14/2024

   
  Complaint: 22082905
  
  I am rejecting this response because:
  I deserve better for the money and time spent. I should receive my cleaning fee because it was not properly cleaned and you and your cleaners know it. This is bad business and I'm most definitely sharing my experience and pictures.
  Sincerely,
  
  ***************************

• Initial Complaint

  08/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Room rented to us was falsely advertised. No pull out sofa, no barbecue, advertised as 3 bedrooms when it was not (Bunk beds located in modified laundry room, no door, no closet) Bunk beds broken unsafe to use for children. Ac unit did not work the entire time. Vacasa requested we fix the ** unit ourselves (Which would require a licensed HV** tech). Bed in main suite was broken on left side causing someone to fall on the floor while sleeping. Chair on deck was broken. Tv remotes missing backs. All walls were dirty clearly not cleaned. Bathroom shower curtain in guest bath broken. Blinds on both slider doors broken. Bathroom doors did not lock (privacy issue). Dishes were left dirty, had to wash everything including counters. Floors had sand on them, not swept or vacuumed. Under bunk bed had leftover trash from previous tenant. Spotted large ***** on outside of front door (it was too fast to get a picture). The extreme heat caused the 4 children with us to overheat. Almost had to take the youngest to the hospital. This complete failure to upkeep a unit ruined the entire vacation. Vacasa did nothing at all to remedy this, customer service was rude and unresponsive. I expect a complete refund.

  

  Business response

  08/08/2024

  Thank you for taking the time to share these details with us. We are sorry for any inconvenience you experienced. Our records indicate that we provided compensation for the issues you reported.
  
  

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I myself along with my senior parents who are in their eighties live below a Vacasa rental property located at *********************************************. Both properties use the * ************** which is a single car lane gravel public road. The Vacasa rental home has enough parking for three vehicles and still allow for passage of other vehicles who use the road as well. I have ask Vacasa for the last year to stop allowing more than 3 vehicles to stay at this property at any given time. I have recorded as many as 8-12 vehicles at this property at one time on numerous occasions. This many vehicles make it impossible to get to my home as well as my parents home. If my parents were to need medical attention I would not be able to get a first responder vehicle to them due to so many cars blocking the road plus the vacationers leave for the day leaving the vehicles unattended with no one there to move the vehicles. Vacasa has absolutely done nothing to stop this very dangerous situation for the past approximate year. Myself and everyone in the community are completely disgusted with the lack of response and disrespect that Vacasa has for the people who LIVE and work in this community. *e do NOT VACATION there we LIVE there!! At times I cannot even get out in order to go to work and I have to call Vacasa and threaten to have the vehicles towed. I certainly hope this complaint will find a solution before I am in need of the following services. Ambulance, Fire or Law Enforcement. Any of these services would have a 50/50 chance of making it to our home due to Vacasa's inability and outright refusal to manage their properties.

  

  Business response

  08/08/2024

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. Our listing and our guest agreement allows for 3 cars for the home. We do apologize if there are occasions where guests ignore the rules. In these instances please reach out so that our team can address this. We have notified our local team as well. 
  
  

• Initial Complaint

  08/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On the weekend of July 4th, 2024 I used Vacasa to rent a VRBO. When we arrived the pool was freezing. They said that it would be ******. I paid this fee. They said a technician would come out if available. I said if the tech can"t come would they refund my money. They said yes. The tech never arrived. They said they would refund my money 3-5 business days. They have not refunded my money. You can only deal through text. They don't pick up. They sad they had a ticket saying the pool was heated to 83 degrees, This is a total lie. They are not refunding my money. There is no customer relations person as the text messages seem like AI bots as the response is almost always the same. Hoping you can help me get refund. Thank you.

  

  Business response

  08/08/2024

  Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. The pool heating is turned on remotely and was turned on for your stay to 83 degrees. We will not be providing any refund.

  Customer response

  08/08/2024

   
  Complaint: 22081136
  
  I am rejecting this response because: it was not turned in remotely , as the Vacasa *** said this was not possible. No service person showed up to turn on pool heat. 
  
  Sincerely,
  
  ***************************************

  

  Business response

  08/12/2024

  Thank you for sharing this information. There is an app used to turn on the pool heat. It is possible and it was turned on for you. We will not provide a refund as the pool heat was on.
  
  

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/28 we drove from *********** to ********, ** for a 2 night stay with my parents from *******, my husband who is a Police Officer, and our 2 dogs- 1 a Police K9, 1 a psychiatric service dog.At 6pm I was sitting in the back garden with my mother when a man walked into the back garden shouting, screaming profanities, telling me that the owner has seen on cameras that we have 2 dogs with us and we are to be evicted. In my attempt to explain our dogs, the services they provide and that I have certs/ licenses/ doctors notes for both, I was called a liar, that I dont have a disability. I had to keep telling this man to calm down and lower his voice. He said no pets allowed and you need to leave immediately. I tried to explain that I provided notice prior to arrival about our service animals, I went as far as volunteering information of my disability and what the dogs are trained to do. He said Vacasa have been trying to call you so sent me out. I had no missed calls. I asked him to leave or Id call the police.I called customer service and spoke to a Manager ************************* who told me a *** may have tried to call me *once* earlier on but at the homeowners instruction they sent this man out. He didnt work for Vacasa, he was a 3rd party contractor. I explained the situation to the Manager she told me she cannot control what someone says if they go off script, that I am to just check out as normal on 07/30, that I dont need to leave right now but the house is No Pets. I said if the homeowner has an issue with service animals the listing should say ****************** Animals. She said, we legally cannot say that. I said exactly. she told me if I leave earlier than checkout I wont get a refund, to endure that situation and remain in the rental being watched on cameras is beyond me. My Husband did a sweep of the property where we found cameras externally around the perimeter of the garden, a camera in the living room and a camera in the upstairs hallway.

  

  Business response

  08/08/2024

  Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. Your complaint is still under review by our senior leadership and you will be contacted when we have further information for you. 

  Customer response

  08/08/2024

   
  Complaint: 22080129
  
  I am rejecting this response because:

  I have recieved no correspondence from Vacasa notifying me that they are looking into this. Up until 2 days ago I continued to get replies that They had no idea who the man sent to our rental property was/is (even though they sent him), and then told me that the property was listed as no pets and they will uphold their policy (the 2 service dogs arent pets and this violates service dog laws)  finally I got an email saying the dogs arent *** registered (theres no such thing as an *** ********** finally, when I emailed a follow up on 08/06 to Vacasa I got a bounce back email suggesting my email had been blocked from their servers, but this was never an issue prior.

   

  I have attached screenshots of email correspondence recieved since I posted initial complaint. Not one person has informed me this is being looked into, Ive had no contact from anyone and my emails are seeming to bounce back from Vacasa servers suggesting my emails have been blocked  

  
  Sincerely,
  
  Corthney *******

  

  Business response

  08/12/2024

  Thank you for sharing that information. Again as noted in our previous response, this has been escalated to our senior leadership for review and you will be contacted when we have further information.

  Customer response

  08/12/2024

   
  Complaint: 22080129
  
  I am rejecting this response because:

  Keep getting told this has been escalated but have had zero correspondence at a resolution 
  
  Sincerely,
  
  Corthney *******

  

  Business response

  08/14/2024

  We understand that it can be frustrating to wait while our team continues to review. We appreciate your continued patience.

  Customer response

  08/14/2024

   
  Complaint: 22080129
  
  I am rejecting this response because:

   

  Still waiting 2 weeks on for a reply.
  Please stop responding to BBB when there is no resolution or correspondence. I will continue to reject your replies until a correct response is recieved other than telling me someone is apparently reviewing this situation. If you reviewed the situation, itd take all of 15 minutes to get an answer. This matter will remain open regardless of you saying its being reviewed until there is a time when you provide a sufficient response to both BBB and the MA Attorney General. 
  
  Sincerely,
  
  ***********************

  

  Business response

  08/20/2024

  Once again thank you for sharing this information with us. Again we apologize for the delay. As you can imagine these things can take some time. We appreciate your continued patience while we wait for further instruction from our team.
  
  

  Customer response

  08/20/2024

   
  Complaint: 22080129
  
  I am rejecting this response because:

  No resolution. I have informed Vacasa today on my intention to file a small claims court case. My attorney is waiting to file.

  I have been giving Vacasa an opportunity to resolve this with me prior to having to initiate  legal proceedings, but Im continuously getting ran in circles.

   

  This morning I had someone in the company report my Booking.com review left on this property in an attempt to take it down- I called Booking.com today and they let me know exactly who reported my review. Booking.com had no issue with the review when they approved it. I see this as an additional attempt to silence me with no resolution, continuing to drag me in circles hoping I will burn out. Im not willing to drop this issue or case whatsoever. Ive asked before for you to stop updating BBB when you are providing no resolution, youre just kicking the can. Ill let this complaint sit within BBB until 08/27/24, at that point I will file this complaint against Vacasa in Small Claims Court because you are not taking me seriously.
  

  As a reminder, I am seeking a full refund of my non-stay this property due to the actions and behavior of Vacasa employees and their disregard of the Law as set out in the contract I signed when I paid for this property, ontop of cameras I found inside and outside the property to which I have evidence of.  
  
  Sincerely,
  
  ***********************

  

  Business response

  08/25/2024

  Once again thank you for sharing this information. Our records indicate that compensation was offered and you declined it. It is unlikely that anything beyond that will be offered.

  Customer response

  08/25/2024

   
  Complaint: 22080129
  
  I am rejecting this response because:
  
  compensation wasnt offered whatsoever. You emailed me not willing to accept any fault or wrong doing and worded it as a concession of $45. I didnt stay in this rental and was forced to leave due to your companies wrong doing, breaking of the law by sending an employee (who you kept repeatedly saying didnt work for you?) to my rental within hours of me arriving, alongside finding cameras inside and outside of the property. Ill take this as your final response of a refusal to refund me for this stay or take any accountability for your actions of breaking the law. Even an admittance and a 50% refund would have been acceptable in this case considering you profited the full stay from me.
  

  No need to reply going forward.  Out of want to satisfy this outside of court Ive given ample opportunities for you to rectify this knowing how detrimental working against the law in this case is. You dont seem to care. ***** claims case has been filed with the state of Massachusetts against Vacasa for my stay totaling $1,540.71. 
  
  Sincerely,
  
  ***********************

  

  Business response

  09/01/2024

  Once again, thank you for sharing this information. Our records indicate that on 8/5 an email was sent to you that noted as a concession we are offering a refund of the last night which is ******. You declined. Our leadership has determined that no refunds will be approved.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We rented Beach ****************** for the week of July 6th,2024 in Top *********** **. Upon arrival a sharp odor of mold and mildew was present. The powder bath located between the family room and kitchen had water dripping out of the **** vent in the ceiling and active black mold growing out of the vent and on the drywall. I contacted Vacasa and they said that maintenance would contact me. Never did. I am allergic to mold so we turned on the exhaust fan and shut the door for the week. The house still smelled of mold but not as strong. I assume the mold is all thru the **** vents in the house. We had to go upstairs to use a bathroom all week which is a pain especially for me because I had a walking boot on. On the 14th I had to go to *********** and was diagnosed with Pneumonia. I can document that and I have pictures of the water dripping and the active mold growth. I contacted Vacasa on the 800# twice that week of the 14th and was ***eatively told they would look into it and get back to me. The week of the 21st a customer service *** told me nothing has been done. Maintenance was never sent out. That house is booked the entire months of July and August which means other people have paid 10k for a week and are living in black mold. I convinced him to give me the # of the responsible office. There I talked to *********************** of the ******************* She assured me that her boss ***** would be in contact. He never did for 2 days. I called twice more in the following 5 days and left messages for ***** who was always in a meeting when I gave my name. No call back. I have called Vacasa thru the corporate office and the local office 9 times in the last 25 days and been given the run around or lied to. Nobody calls back and seemingly nobody cares. I will bet that the owner of this property would like to know that they have a mold problem so that they can fix it now before it gets worse. Vacasa is the worst rental company I have ever used in 32 years of over 40 rentals.

  

  Business response

  08/07/2024

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. Were having some difficulty locating your reservation. If you would please provide us with the confirmation number and the name associated with the reservation well be happy to follow up. 
  
  

  Customer response

  08/07/2024

  MY TRIP
  *****************************
  Confirmation : 3PHQ-RQRB
  I am seeking a partial refund or credit.
  Sincerely,
  
  *****************************

  

  Business response

  08/12/2024

  Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. We do not have any record of you reaching out during your stay to let us know of any issues you encountered. As we were not given an opportunity to address your concerns we would not provide any compensation. 
  
  

  Customer response

  08/12/2024

   
  Complaint: 22078672
  
  I am rejecting this response because: I already addressed this with ***********************. I did call and was told maintenance would be notified. Just because your employee didn't enter it into my record doesn't mean it did not happen. I have also talked to the local county offices in the Use & occupancy office and Health about the active black mold and that I got Pneumonia. If I file an official complaint with all of the documents/pictures that I have they will send an inspector out to do an air mold test. You will fail and whoever is in that house will be removed. You want to be unreasonable I will take this further. I am asking for accountability and a small credit or refund and you think you can get out of this with that simple response. I will make this as costly as possible for you. 
  
  Sincerely,
  
  *****************************

  

  Business response

  08/14/2024

  Thank you for sharing that information. Are you able to provide the number you reached out from, or screenshots of call logs? Our calls are recorded so if you can provide us with the number you called from our team should be able to look up the calls and listen to them.

  Customer response

  08/14/2024

   
  Complaint: 22078672
  
  I am rejecting this response because:  My numbers are ************   ************  I would really like you to listen to all of my calls to the local office in ********,*******;     And on your 800 line with **** who admitted that 2 weeks later there still wasn't a request for maintenance in my file. After numerous calls. 
  
  Sincerely,
  
  *****************************

  

  Business response

  08/20/2024

  Once again, thank you for providing this information for us. We were not able to locate either of those numbers in our 800 call logs. Are you able to provide screenshots of your call logs to our 800 number? 
  
  

  Customer response

  08/20/2024

   
  Complaint: 22078672
  
  I am rejecting this response because: ************ is my number that I called ************ at least 3 times. I called ************ also multiple times. I do not know how I can contact my provider and ask for all of my call logs. Maybe you can. It is Xfinity. I called those numbers so many times that I think you are lying that it isn't in your call logs. I think that is a B.S. reason to decline my claim. I am looking forward to taking this farther. I have communicated with ********************* from the county and he says that Vacasa is not well liked and he will gladly help me move this forward. Keep s******* around.  
  
  Sincerely,
  
  *****************************

  

  Business response

  08/25/2024

  Once again thank you for sharing these details. As noted previously, that number does not come up in our call logs during a search. If you by chance have a screen shot of previously made calls to our 800 number in your call log on your phone, please provide those. We apologize for the inconvenience.

  Customer response

  08/26/2024

   
  Complaint: 22078672
  
  I am rejecting this response because: I called from my landline. ************  I don't have a call log to screenshot you. You are looking for an excuse and it is a poor one. Call ********************* at your ******************* She will remember me. Very simple. No log needed. You have the ability to actually talked to your own employee who gave me lip service and the run around. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We rented a property, ************************ managed by Vacasa from July 28, 2024 to August 04, 2024. On the first morning we were there, we were awoken by loud drilling noises from the unit next door. A construction crew was gutting and renovating the entire unit. From 8AM until 9PM daily, the door to the patio is blocked by construction materials, and it is dangerous and difficult to move in and out of the unit. That's not to mention the loud music and continual use of power tools that makes staying in the rental unpleasant. The construction was never disclosed to us. Vacasa claims they were not informed of the construction ahead of time, and that there is no equivalent alternative accommodation. They claim Vacasa can give us no compensation. We believe this is a serious loss of amenity, as we can not use the patio due to it being blocked by construction materials and the loud power tool noise continually going on. The blaring music and construction noise makes it impossible to use the apartment as advertised, and we can not find any alternate accommodation ourselves.

  

  Business response

  08/07/2024

  Thank you for sharing this information with us. We apologize for any inconvenience you experienced. We have reached out to the local team to see if they have approved compensation. We appreciate your patience while we wait for their response.

*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. ↩