Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a home through VRBO from 3/13/25-3/16/25 for a total of $553.95. By the listed pictures the place seemed great and we were excited for our vacation. Upon arrival on 3/13, the property was not as described. The stove panel was nonfunctioning and unable to use the oven as we could not see what the settings were. The area where the oven opened had what seemed like pet hair and dust caked in between and was very dirty. There were also layers of pet hair above one of the light fixtures in the room. The comforters in the main room had a very odd bad smell, possibly smoke? The towel holder in the restroom was broken and hanging. The listing said we could find WiFi information in the "Welcome Book". We looked everywhere and could not find any book anywhere. We were never able to connect to the WiFi. My husband needed to have access to WiFi due to work and this was one of the reasons I booked this place. I made my concerns known right away on 3/13 and when someone from Evolve reached back out the next morning on 3/14 I was told "my calendar shows your arrival today" and to check the back of the modem for a wifi password. I was also told that a request had been made for a stove repair and plans to fix the towel rack and that it was a new rental and the homeowner was to make a welcome book that had not arrived. Thus the listing was not ready but was booked out anyway. I informed them about the unsanitary conditions and sent in photos and videos. We left after the first night only staying 1 night out of 3 that we had booked. This ruined our trip as we had to make last minute arrangements and book elsewhere. I was told a 50% refund had been approved but was only refunded $84.57. Evolve promises that "By choosing an Evolve vacation rental for your trip, it's guaranteed to be vetted, clean, and 100% ready for you". This was completely deceptive and has caused great stress. Their representatives were not of any help as my refund was not what was promised.

  

  Business Response

  Date: 06/05/2025

  Hello *********,

  Thank you for reaching out and bringing this situation to our attention. After reviewing the situation, I see you communicated with the property owner directly in regards to your concerns and refund. The property owner then reached out to us to ask for us to refund you one night of your reservation. I believe some of the confusion may be that, when she said she had you scheduled to check in on 3/14, this would then show as a two night reservation instead of 3 nights. So when she informed you she would refund 50% of your nights, this was equal to one night of your reservation, and this is what was refunded to you. I can confirm your reservation was made to check in on 3/13, so I am unsure why the owner would have seen a check in of 3/14. We will be in touch with her to ensure she has the correct information, and reviewing her calendar correctly.

  Evolve has reviewed the reservation and confirmed that you have initiated a chargeback/dispute process through your financial institution for the remaining balance of $496.17. At this time, due to the pending nature of the disputes with the banks, Evolve is unable to take further action until the resolution process is complete. Once the financial institutions involved have made their determinations and communicated the outcomes, Evolve will be in a position to proceed accordingly based on those findings.
  
  We also want to clarify that any discrepancies or questions regarding how charges were processed may be best addressed by the bank through the dispute resolution process, as they have access to the full transaction records and timelines.
  
  Evolve remains committed to cooperating fully with the banks involved and will ensure that any appropriate actions are taken following the resolution of the disputes.
  
  We appreciate your patience during this time.
  

  Evolve
  
  

  Customer Answer

  Date: 06/07/2025

   
  Complaint: 23394458
  
  I am rejecting this response because: The financial institution has closed the case for the dispute asking that I work directly with the merchant. Ive attached the document with the case number. It is ridiculous that I would only receive a $84 refund after having spent over $500 on a place that was not properly cleaned and not at all as advertised. I dont understand being charged for a cleaning fee and receiving a dirty home. Then the lack of proper communication and receiving different information from the owner and the company.
  
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 06/19/2025

  Hello *********,
  
  As previously stated, you have initiated a chargeback/dispute process through your financial institution for the remaining balance of $496.17. Due to the pending nature of the disputes with the banks, Evolve is unable to take further action until the resolution process is complete. Once the financial institutions involved have made their determinations and communicated the outcomes, Evolve will be in a position to proceed accordingly based on those findings.
  
  We also want to clarify that any discrepancies or questions regarding how charges were processed may be best addressed by the bank through the dispute resolution process, as they have access to the full transaction records and timelines.

  Best,

  Evolve

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 8, 2025 I gave ******/Evolve a deposit of $3210.49 for a vacation home in *****. In early May our young dog became severely ill with a bad case of anemia. Hes is being treated with meds for the next 10 weeks or longer with regularly scheduled vet visits. His condition is such that he is having accidents in the house. As a result of our dog being sick I had to delay carpal tunnel surgery from May to **** followed by therapy once the cast is off. With this going on we lost our brother-in-law in late April.We had to make a hard decision to cancel our plans for vacation until things got better. I knew of the cancellation policy but I believed the company would understand. I was wrong.They denied my request for a refund due to the dogs illness citing the cancellation policy.They denied my request for a refund due to my upcoming surgery citing the cancellation ********* settle the matter, I asked if they could at least refund me half of the deposit and once again they denied me citing the cancellation policy.Then ****** contacted me and offered $300 to make the matter go away. I basically told me this was an insult to my intelligence. So I denied them.I asked for a credit for a future vacation and they denied me. They flat out refused to do anything to help me out.

  

  Business Response

  Date: 06/05/2025

  Hello *****,

  Thank you for reaching out to us regarding your request for a refund. We are sorry to hear you did not feel that Evolve was willing to work with you regarding your extenuating circumstances. I am sorry sorry to hear about your pup and hope they are doing better, as well as your lost love one. Please note that all processes were followed by Evolve in regards to your refund request. We do have guests daily call in requesting to cancel their reservation outside of policy and everyone has a unique set of circumstances. Our agents do have to weigh several factors when assessing cancelation policy and if they are able to offer anything outside of policy. 
  
  I have further reviewed your circumstance, and am happy to say that we are able to extend to you a full refund for your cancelation. I have called ****** and asked them to process this refund for you. You should be (if you haven't received it already) receiving a confirmation from ****** regarding your refund. Please note that Evolve is refunding the full amount we collected on the reservation, this may not include ******'s fees. They do not advise us if this will be refunded or not. If you have any questions regarding their booking fee, we implore you to reach out to ****** directly.
  
  Best,

  The Evolve Team

  Customer Answer

  Date: 06/05/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/27/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I stayed 2 nights at a evolve property that advertised a pool hot tub and game room paid ****** for 2 nights couldn't use the pool it was aweful dirty couldn't use the hot tub it was dirty and shimmy and game room was aweful filled with **** webs and all the games ***** where missing or damaged the home had roaches and drain Flys through out it I rented this property for the amenities it offered for me and my teen grand **** so we could have a nice weekend instead it was horrible 1 of the bathrooms didn't even have hot water and the others when we went to shower had roaches . This house should not be rented it hasn't been cleaned for a long time microwave went use was broke so I reported someone brought another 1 out and left it outside by the door I'm ******************************************************************************************************************************** it stove oven was dirty so on Saturday they sent a pool guy out that was supose to have been there prior to us arriving on Friday pool was so dirty he had to put so many chemicals in it and we couldn't use it last day there and hot tub was very dirty and slimmy" Yuck" when I slept in my master room I had to close the bathroom door because of drain flies and roaches so I spent allday on my only full day there cleaning moping vacuuming this is not acceptable and for the price really not been going back and fourth all week with evolve and all they can say is sorry for the inconvenience here's ***** for your trouble not acceptable out of ****** and they will be addressing the issues now that we are gone. And I could go on and on with the problems there have rented many vacation rentals mainly through airnbs and never had any problems because they see that there guest are happy and they are taken care of.I want my money back.

  

  Business Response

  Date: 06/02/2025

  Hello *****,
  
  Thank you for reaching out and bringing this situation to our attention. We understand that having family time is important, and when something is not up to standards it can put a damper on your time. As we see you were recently in contact with Evolves team, we would like to reiterate that the appropriate refund has been processed based on the documentation provided (20% of the nightly rates) and the issues experienced. The pool maintenance came during their regularly schedule time to treat the pool. As this was regular maintenance and treatment, this means the pool can be used regularly. The property also is regularly treated by pest control as a preventative treatment. If you have additional documentation, we would be happy to review this further with you. You can respond through BBB or through the original email chain you had reached out to Evolve on. We apologize for the impact this had on your experience, but do hope we are able to host you in the future demonstrating the high expectation our properties typically perform at.
  

  Best,

  ****** | Executive Escalations Lead

  
  

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23385001
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** Lovely

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 20, 2025, we attempted to book a rental property for the dates of May 2224, 2025. However, the booking website automatically changed our selected dates to May 2931, ******************************************************************************************************** any user-facing alert, likely due to limited availability for the original dates.We noticed the incorrect dates within an hour of booking and immediately canceled the reservation. Despite this prompt action, we were denied a refund of the full payment amount of $473.97. The company cited its cancellation policy, which states that refunds are not available once a booking is paid for, and that a travel credit would be issued instead.However, the same cancellation policy also indicates that customers would receive multiple opportunities to confirm their reservation details prior to finalizing payment. At no point during the booking process were we shown a final confirmation page or asked to verify the dates before payment was processed. Furthermore, we never received a confirmation emailanother key point of contact to confirm or correct an error.We reached out to customer support for assistance, but received no meaningful help or resolution. Given that the date change was the result of a technical or UX flaw on the companys website, and that we acted in good faith by canceling promptly and seeking support, we believe we are entitled to a full refund.

  

  Business Response

  Date: 06/02/2025

  Hello *****,

  Thank you for reaching out to us, and apologies for the frustrations you encountered when attempting to book a reservation with Evolve. When booking on the Evolve website, the website will not make any adjustments to the dates you select. If the dates you are selecting are not available, they will be grayed out and unable to select, or a message will be displayed that the dates are not available. You are correct that you will be able to review your full booking before confirming the reservation. I did also confirm you received an email shortly after you made the booking on May 21, to your email address of ************************ with your confirmation. Sometimes these emails will go to spam. We suggest reviewing these folders, especially if you haven't booked with us before.
  
  We understand that mistakes can happen or plans can change, and will work with you when we can to make appropriate adjustments. In reviewing your booking, ********, I can confirm that the charge for the reservation ($473.97) never went through. Since the charge was never authorized, you will not see either a charge or a refund for this amount. 
  
  Please let us know if you have any additional questions. You can reach out any time at ************

  Best,
  The Evolve Team

  Customer Answer

  Date: 06/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Evolves Negligence Resulted in 50% Loss in ****** Bookings and Ongoing Listing Errors Complaint Description:We have been working with Evolve to manage our ****** property. Over the past several months, we have repeatedly requested that they update our listing to remove the restrictive Friday-to-Friday booking requirement, which is limiting our ability to attract guests. Despite multiple requests, the issue remains ************* a result, our bookings are down approximately 50% year-over-year, representing a significant loss of ********* addition, Evolve has admitted to a technical error on their end that caused our property to disappear from booking platforms temporarily, further impacting our ability to generate bookings. These issues have not only hurt our business financially, but have also caused ongoing stress and frustration.We have documentation of our communications with Evolve, including their acknowledgment of the listing error and the technical glitch.We are seeking:Immediate correction of the listing settings Compensation for the revenue lost as a direct result of their failure to act Release from any contractual obligations if these issues are not resolved promptly We chose Evolve to simplify hosting and provide professional management. Unfortunately, their continued failure to address critical errors has made this partnership unsustainable.

  

  Business Response

  Date: 06/01/2025

  Hello ****,

  Thank you for reaching out to us with concerns about your listing. We are currently reviewing all correspondence and will respond with a final resolution early this week.
  
  Best,

  ****** | Executive Escalations Team

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23366320
  
  I am rejecting this response because I submitted my concerns on 5/22/25 and only heard back on 6/1/25. Their response on BBB was to reach out "early this week". It is now 6/4/25 and still have not heard back on anything. 
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 06/09/2025

  Our follow up message was sent to BBB to post, and we apologize you did not receive our final response. 
  
  After further review, all appropriate action steps were taken. Due to requirements set by ****** and Evolve, the minimum night stay was adjusted until we received your short term rental licence. We did receive this and there was a delay in updating your listing. This was updated in early March in time for bookings to start coming through.  According to your average booking window, you are on track to receive summer bookings, and have received the same amount of bookings in previous years.
  
  Thank you,
  Evolve, Executive Escalations Team

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23366320
  
  I am rejecting this response because. This is not true. At this point last year, the whole calendar was almost full. Our current revenue is about 28% of last year's bookings. We are no where near our bookings of last year. Heres the reality of guest behavior: When potential guests see that a calendar is blocked or unavailable, most do not return later. Instead, they typically: Move on immediately to find an alternative that is available. Often book a different property within minutes especially if they're planning for high-demand dates. Rarely "check back later" unless they have a personal reason to prefer your specific property (e.g., they stayed there before, or it's a one-of-a-kind listing).
  

  Supporting insights:
  Airbnb, Vrbo, and booking data show that conversion rates drop significantly when listings show as unavailable. Even professional hosts and STR managers aim to minimize blocked days because each blocked date is lost income and lost visibility in search rankings. Evolves approach seems to reflect wishful thinking or an attempt to minimize liability for the blocked dates.  
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On today, 5/16/25 and also exactly 1 week ago strangers showed up at my house and tried to enter claiming it was an ******. We own our house and do not rent it, never have. But evolve has this as an active rental on ****** and will not take it down. They probably stole pictures from the internet to create the posting. They are scamming the supposed renters and creating an unsafe environment for me and my family. No response to my demand to remove the listing

  Customer Answer

  Date: 05/30/2025

  Whatever to let you know Evolve finally reached out and I believe the situation is resolved.

• Initial Complaint

  Date:05/15/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Evolve, as my contracted property management company, failed to fulfill its obligation under Section 7.5 of our Management Agreement to properly verify guest identities prior to booking approval. This negligence resulted in unauthorized individuals arriving at my property, creating a safety risk. When I exercised my right to cancel the reservation under ******'s explicit policy allowing penalty-free cancellations for such security concerns, Evolve unjustly charged me over $2,000 in cancellation fees while refusing to advocate for the fee waiver they were contractually obligated to pursue.Furthermore, Evolve demonstrates a pattern of unfair business practices by profiting from ******'s platform through their 10% management fee collection while systematically refusing to leverage ******'s host protection policies when they would benefit the property owner. This selective enforcement of third-party agreements, applying policies only when advantageous to Evolve, constitutes bad faith dealing. Most troubling is Evolve's continued refusal to acknowledge or address these contractual violations despite being presented with documented evidence of their failures.

  

  Business Response

  Date: 06/01/2025

  Hello ************ you for reaching out, and we apologize it took for you to create a BBB to receive this attention. I am reviewing the situation and will respond back with a final resolution early this week. 
  
  Best,
  ****** | Executive Escalation 

  

  Business Response

  Date: 06/11/2025

  Hi Jade,
  
  Thank you again for reaching out to us regarding the cancellation fee for booking ******** for **** *******. I again would like to extend our apologies for the frustration caused in regards to this booking and the aftermath of the cancelation. We agree that since the guest who showed up to the property was not the guest on the reservation (and it seemed that that guest would not be at the property) you had a right to cancel the reservation. While policies were followed, our team could have put in more care and time into mediating the situation between both you and the guests, and understanding their reasoning for staying to potentially save the booking. Feedback and coaching have been provided to the agents who were involved.
  
  I have worked with our billing team, and we have refunded your account a total of $2,166.65. Please allow the standard 3-5 business days for this to appear. If you have any additional questions, please reach out to us at our regular number at ************. 
  
  Best,
  ****** | Executive Escalations Team
  

  
  

• Initial Complaint

  Date:05/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had booked a long term rental (6 months) stay on Evolve Vacation Rental website on April 24, 2025. At the time that we booked the reservation, we contacted the customer service number for ********************** to ask if we can see the property to confirm that the condition of the property was the same as the pictures provided, as well as to confirm the maintenance of it. At that time, the **************** agent said that the owner had occupants at the property currently. The property would be made available to us on 5.7.25 at 4 pm. We can walk-through then. So as we confirmed the aspects of the reservation prior to our stay prior to our arrival (we had two weeks prior). We were able to set up the walk through 5.6.25 at *****. However on April 30, 2025, I received a text message from who I thought was an agent of EVOLVE(who I come to find out was the owner) stating would we be amendable to an additional $300.00 for carpet and furniture cleaning to account for our service animal. We declined and restated that our cleaning service comes weekly and we would drape furniture in case. On 5.6 25, I went to the walk through at property at 830 am, thinking I would met an agent EVOLVE or property mgr for owner. It was owner himself who showed us the home, which I saw was not maintained as we agreed. He stated he wanted to keep his 2 motorcycles in garage and that he would store his frozen food in the freezer until we left. He left his personal affects (medicine and clothing) in various locations. The carpets were not cleaned or maintained (they had stains more consistent with years of wear and tear). The vent hood grease trap was gunky etc, On 5/7, we asked for a refund back due to deception and fraud in the listing as property is in distress not maintained. EVOLVE agreed to refund all put 4500 since we "canceled".we want full refund as there is breach of contract & Deception on the part of *****************************

  

  Business Response

  Date: 05/23/2025

  Thank you for the opportunity to respond to this complaint.

  We understand the frustration and appreciate the chance to provide clarity on our process and policies.

  Evolve takes concerns regarding property conditions seriously and has in place our Rest Easy Promise, which is designed to ensure that guests receive support when a property does not meet reasonable expectations upon arrival. When a concern of this nature is raised, our internal resolution process involves a group of cross-functional leaders who carefully review the facts of the case, guest communications, photos or documentation, and any relevant information. A resolution is then determined collaboratively with the goal of balancing fairness to both the guest and the property owner.

  In this specific case, the guest reported concerns about the condition of the home, including cleanliness, maintenance, and the presence of personal belongings. Our team reviewed the matter in accordance with our Rest Easy Promise procedures. After a full review, Evolve determined that a refundless $4,500was appropriate based on the timing and nature of the cancellation, and the services that had already been initiated or reserved for the long-term stay. The refund was not a unilateral decision but the result of the structured internal process we follow for all such disputes.

  We respectfully disagree with the guests assertion of fraud or deception. The listing was created based on information provided by the property owner and was not intended to mislead. However, we acknowledge that guest expectations were not met, and we acted promptly to issue a significant refund after the guest chose not to proceed with the reservation.
  
  We remain committed to fair and transparent service and regret that this experience did not meet the guests expectations.

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23301268
  
  I am rejecting this response because: 
  Complaint: 23301268
  
  I am rejecting this response because:  Evolve Vacation Rental assures the people of its commitment to making sure the rentals/properties look ready for guests.  However there is no local *** other than the owner of the property (which they make seem like are employees of EVOLVE) to verify the cleanliness.  As you see on the screenshot--they assure guests of that as well as flexible cancellation if plans change.  We had to not accept the rental as it was not in a condition that would be suitable for living due to the lack of maintenance and foresight by the owner and EVOLVE.  EVOLVE attempts to neglect their part of accepting management of these properties by stating that its the owners responsibility.  But as stated, the owner is not the employee of arrive or a local contact (many rental companies in the ******************** area use local management ***resentatives to check in guests and assure that the property is ready for rental.  As you can see the owner left his personal property (including expired food and pantry items) thinking we would accept that during a rental period of 5 months.  We expected a home that we had full access to for the period of rental.   We fortunately were able to preview the property as we made an appointment with the owner (who ***resented himself as an employee of EVOLVE or local ***) the day prior to check in.  At that time, we saw the dirty and deplorable condition that is a result of poor or lack of maintenance on the property.  We realized that this was his personal home and not a vacation rental he owned.  This property was not suitable for renting or living full time.  EVOLVE neglect their duty and puts it on the owner to check on his property's condition (as you can see, his lack of foresight and understanding that his rental needs to be up to the standard of renting at any moment is part of the issue.  The fact that EVOLVE does not verify initially that the rental is to a standard that they assert on their website  is their fault and fault alone.  We did not cancel this rental.  We refused to accept the condition of this property as it was not up to the standard the EVOLVE supposedly holds itself to.   They are negligent of defrauding their guests and hold them hostage by asserting a cancellation.   The fact that they tried to take. more money from us (a damage waiver fee and taxes) shows how dishonest and neglectful this company is.  I have sent a complaint (which was accepted) to the ******************************** to investigate them for fraud and deception.   ************ is taking this matter very seriously.  I hope EVOLVE comes to their senses and decides that the best manner to resolve this is to return the $4500 that they wrongfully removed from our rental payment.
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 06/08/2025

  Hi *****,

  All investigations into the matter during the refund request were followed accordingly. We will not make any additional comments toward the nature of the complaint as all concerns have been addressed, whether the answers have been accepted or not. At this time, due to the pending nature of credit card disputes with the bank, Evolve is unable to take further action until the resolution process is complete. Once the financial institutions involved have made their determinations and communicated the outcomes.

  Please refer back to your bank institution and other sources you are currently working through. 
  
  Best,
  The Evolve Team

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23301268
  
  I am rejecting this response because:  We had to protect ourselves in order to make sure we have security that we can bring this to a resolution.   EVOLVE has failed to own up to their word (see attached email) stating they will return $517.50 of remaining tax (the tax they accessed erronesouly on me since it was a long term not short term rental).   So they are failing to own up to their end o the Bargain.  If they agree to return the $4500.00 and $517.50 remaining taxes (which they are withholding against their decision.), we will withdraw the chargeback hold we have on our *********** Credit Card.  We want to be treated fairly as we have seen EVOLVE has treated past complaints filed with BBB (majority of complaints that will similar to ours received full refunds).  We wanted them to own up to their promises on their website (Vetting owners, checking properties personally for cleanliness etc) and not place the **** on owners to be truthful about keeping their homes in a rentable state.     
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company charged my account 6 times and ended up taking two charges of $355 totaling $710. They also canceled my vacation. I booked through ******* and paid $333.36. I disputed it through my bank and they told the dispute department that I stayed there and I was the one who canceled and they cannot explain the additional $355 charge.

  

  Business Response

  Date: 05/22/2025

  Dear, Mrs. ********************** you for the opportunity to respond to this complaint.

  We understand your concerns regarding the charges in question and the cancellation of the reservation. Evolve has reviewed the reservation and confirmed that you have initiated a chargeback/dispute process through your financial institution for multiple charges, including the two $355 transactions noted.
  At this time, due to the pending nature of the disputes with the banks, Evolve is unable to take further action until the resolution process is complete. Once the financial institutions involved have made their determinations and communicated the outcomes, Evolve will be in a position to proceed accordingly based on those findings.

  We also want to clarify that any discrepancies or questions regarding how charges were processed may be best addressed by the bank through the dispute resolution process, as they have access to the full transaction records and timelines.

  Evolve remains committed to cooperating fully with the banks involved and will ensure that any appropriate actions are taken following the resolution of the disputes.

  We appreciate your patience during this time.
  Evolve
  

  
  

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23300294
  
  I am rejecting this response because: this company lied to my bank!!!!! They lied!!! I could have already had my funds back during dispute #1. The company (and I have 38 pages from my bank!!!) lied to my bank that is illegal! They stole money from me and lied to my bank. I have attached evidence. They claimed I cancelled the reservation that is false as you can see from the evidence! They lied! Caught you in fraud! They claimed I stayed there! Nope! Lie again! Never stayed there!!! Did not receive goods or services! Now I am in redispute #2 because Evolve vacation rentals is fraudulent. There is no time frame on the redispute I may never receive my money. I am now behind on bills and have accrued late fees and my credit score is impacted due to money being taken out of my account and fraudulently! Shame shame shame on Evolve vacation rentals. I hope you get shut down! 
  
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 06/06/2025

  The guest in this case provided evidence of the $710.00 of charges and on 6/2/2025 Evolve cut a check for that amount. Regarding all other claims or hardship alleged, no proof 0f/or evidence has been provided. 

  At this time Evovle considers this matter closed. However, if there is further "factual evidence" we are happy to review. 

  Evolve Service Team. 

• Initial Complaint

  Date:05/06/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I secured a short-term rental through VRBO/Evolve, from Jan 15 - April 1, 2025.The contract obliquely incorporated by reference Evolve's terms regarding the damage deposit, which was $1800. It says "payments" are not refundable, but it implies that "payments" are for the rental, not for the insurance. Further, it includes a link to its website instead of making it abundantly clear that once you pay the damage deposit, they keep the money whether there is any damage or not. There is nothing on the page containing the itemization of charges that indicates the damage deposit will not be ***********'s clear this is a scam to collect additional revenue without making it part of the overall fee for the property rental, which it should be. I can assure you that if we had accidentally done $2000 worth of damage, they would have demanded that we pay them the additional $200. Therefore, they should accordingly return the $1300 that was not required to cover the minor damage.

  

  Business Response

  Date: 05/15/2025

  Dear Mrs. **************** you for taking the time to share your concerns. We sincerely regret any confusion or frustration youve experienced related to your recent stay booked through **** and managed by Evolve.

  We understand that the $1,800 charge associated with your reservation raised concerns, and we appreciate the opportunity to clarify. This charge is not a refundable damage deposit, but rather a damage protection insurance fee that is detailed in our Terms and Conditions, which are incorporated into all bookings. The purpose of this charge is to provide coverage for accidental damage to the property during the guests stay, up to a specified limit.

  Unlike a traditional security depositwhere funds are held and refunded pending inspectiondamage protection insurance is a non-refundable payment that transfers risk from the guest to the insurer. This model is common across the vacation rental industry, including with many large platforms like ****, ******, and other property management companies. It protects both the guest and the homeowner by streamlining the resolution process in the event of damage, and by avoiding the need for large upfront deposits that can cause hardship or disputes post-stay.

  We genuinely regret if the presentation of this charge caused any misunderstanding. While the listing and cost breakdown show the total due at the time of booking, additional termssuch as those related to the damage protectionare provided via a link to ensure compliance with ***** structure and to keep transparency around our policies.

  Regarding your hypothetical scenario: if damage exceeding the policys coverage occurred, we would never unilaterally charge a guest for the overage without following a fair claims process that includes documentation and guest notification. Similarly, when damages fall within the covered limits, guests are not financially responsible, as was the case here.

  We appreciate your feedback and will continue reviewing how we can make these details even clearer at the time of booking to avoid any future confusion. If you have additional questions or would like to discuss this further, were happy to connect with you directly.

  Thank you again for staying with us, and we hope to have the opportunity to restore your trust in a future experience

  
  Sincerely,
  Guest Experience & ************************start="2609" data-end="2612"> Evolve Vacation Rental

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23295600
  
  I am rejecting this response because: as you can see from the files enclosed (the first one is the payment advice sent to me, which has no indication the damage fee is non-returnable) and the second, which is for a new reservation where there is no indication in the fees section of the booking that the "damage waiver" is non-returnable), there is clearly an attempt to conceal the fact that vrbo/evolve intends to retain the damage waiver as payment without making it clear to the buyer.

  instead of hiding their policy in a tiny url at the bottom of the page, this should be CLEARLY indicated on the booking screen. they are not doing so simply to make the rental rate falsely appear more competitive. this is a deceptive practice and should be stopped.

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