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:12/30/2022

  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.

   
  Complaint: 18661245
  
  I am rejecting this response because: Your company is still allowing this cabin to be made available to people knowing it presents a safety hazard and will essentially create the same problem for unsuspecting customers. It was never about the money. Whatever your standards are I highly recommend you reevaluate them as it is clear you do not have your customers well-being included. Since you are obviously convinced this is strictly about money I would also encourage your company to look up the definition of the word appropriate, because nothing about the actions of your company and the owner are appropriate regarding our situation.
  
  Sincerely,
  
  *************************d is also located across a busy highway. We were forced to stay in the cabin overnight which did not have a working toilet, and luckily I had snacks with us or there would not have been any meals.. I spoke with the owner again and told him I needed to cancel the reservation because the road was completely impassable. The owner confirmed he would charge one night and cut the cleaning fee in half. We paid for four nights and after fighting with Evolve for a refund we only received 60% of our money back. I ended up paying $200 for a tow and another $800 for emergency accommodations. Evolve will not **** my stay for one night, so I can't leave a review. This cabin should NEVER be rented in the winter as it poses an obvious safety hazard to visitors. The misrepresentation of the cabin, from the expired food to the nonworking toilet just to name a couple of things, is an entirely different matter. They breached the contract, but we were penalized and the owner made it ****xs worse.

  

  Business Response

  Date: 01/06/2023

  Hello,

  Thank you for providing additional context to your situation. As we see you have been speaking to one of our ************ teammates, we are pleased to inform you that the appropriate refund was already processed on Wednesday, January 4, 2023. We apologize for your experience, however are hopeful we are able to host you in the future exemplifying our exemplary 4-Core Property Standards!

  Thank you,

  The Evolve Team

• Initial Complaint

  Date:12/27/2022

  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 booked a reservation for a condo in ************, ** through Evolve Hospitality via Airbnb for the dates 12/26-12/30/2022. We never made it to ************ from ************ due to severe winter storms affecting the country, forcing our airline carrier ********* Airlines to cancel nearly all flights in an operational state of emergency. I requested a refund due to extenuating circumstances from Airbnb, who referred me to Evolve as the organization who would process the refund. Evolve stated that the situation outlined above does not meet their severe weather event policy and that they do not offer refunds due to routine flight cancellations. They first referred me back to Airbnb to discuss my request despite Airbnbs stated policies, and then tried to pass the responsibility to the homeowner of their rental property. They referred me to my credit card for possible purchase insurance. I am reporting them for misrepresentation about their refund policy and ignoring what constitutes as a blatant extenuating circumstance for the cancellation of our flight.

  

  Business Response

  Date: 01/06/2023

  Hello,

  Thank you for following up with us about this situation. Please note that in Section 11a of the agreed upon Rental Agreement, it states "... no refunds will be due in the event your stay at the Vacation Rental becomes impossible for a reason outside of Evolve's or Host's control. For purposes of clarification, inclement, unfavorable or even severe weather is not considered a force majeure event under this provision and no refund or credit is due (or will be made) to you." Considering so, we strongly recommend Guests to purchase **************** to protect their trip should something such as a flight cancellation prevent you from traveling to your destination. Furthermore, our Extenuating Circumstances Policy refers to the safety/accessibility of the home itself, and does not cover other transit companys delays/cancellations. We urge you to contact Southwest for the opportunity to voice your frustration in hopes they reimburse you for this as their cancellations were due to an operational malfunction.

  Thank you,

  The Evolve Team

• Initial Complaint

  Date:12/15/2022

  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 placed a deposit on a vacation rental, and received a confirmation email. 1/2 of the &**** - 635 - cost was sent as a deposit. When seeking details about remaining payment and vacation lease information I realized that all phone numbers were not working. Not disconnected, just a couple of beeps then disconnected.Im not sure if they are out of business but I need my money back

  

  Business Response

  Date: 12/20/2022

  Hello,

  Thank you for flagging this occurrence with us. We are sorry to hear about the unforeseen technological issue faced, and have investigated this matter further. While we switched communication platforms on December 14, 2022, our phones were down from 5-6am MST however are up and running now! We have forwarded your cancellation request to our Guest Experience team, and they will be in contact with you shortly. We hope we are able to host you at one of our properties in the future!

  Thank you,

  The Evolve Team

• Initial Complaint

  Date:12/12/2022

  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.

   
  Complaint: 18560679
  
  I am rejecting this response because:The Evolve team and owner knew and acknowledged we did not have proper heating and had cold water - no hot water!  They agreed to a refund and informed us it was in the process.  Every time we communicate with them they gave us different information.  I would be glad to give you all the correspondence we have had should you request them.  In addition. We have six witnesses to the facts of our initial complaint.  If you would like to reach out to them they can provide you with statements.  This company tells you one thing and dies the opposite.  We never asked for a refund for the night we didnt stay bu
  Sincerely,
  
  *****************************worried about this all day. They did not offer a solution except asking us to personally work on the water heater. We refused as we are not a qualified to do such a thing. With no real solution, we told them we wanted a refund and we could not stay at this house as it was unsafe and not up to health standards. They said they understood and were sorry and agreed to a refund and Evolve would be handling that. No refund was given and Evolve has lied that the ********* Patrol came to the resident and we denied entry. No one came to the house, no one promised it could be fixed. We asked Evolve to check their outside cameras to see no one came to the house. We checked out on the third at 7:35 am. Evolve is refusing a refund and continue to lie and misrepresent what happened. This was a nightmare of an experience for all of us. We rented this in good faith and they did not protect our safety and comfort.

  

  Business Response

  Date: 12/20/2022

  Hello,

  Thank you for informing us of your experience. We uphold all Evolve properties to high standards, and diligently investigate Guest reports indicating a potentially missed ***** While we apologize that you felt the Owner was requesting you to work on the water heater, they inquired about checking the pilot light to prevent you and your loved ones having to wait 2 hours for their arrival. Additionally for clarification, ********* Patrol did not visit the property, we have an official report of entry denial via telephone. 

  
  Ultimately, once checked out, ********* Patrol found two thermostats set at contradicting temperatures (downstairs was set warm and upstairs was set cold) which canceled out heating efforts, and the water warmed within 20 seconds. Based on the events outlined here and the documentation provided to us, we were not able to verify the severity of the situation explained. In the future, no matter what short-term rental distribution platform you book on, please note a refund is not due to you for early departure as it is industry standard to investigate matters similar. However, sympathetic to your situation, we acknowledge your reservation wasn't the experience you were looking for and have refunded the Management Fee paid out of the spirit of hospitality.

  Thank you,

  The Evolve Team

• Initial Complaint

  Date:12/05/2022

  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.

   
  Complaint: 18524186
  
  I am rejecting this response because:  It was not the usual situation where the guest canceled.  The guest wanted to stay in our property, but Evolve canceled it because of a payment issue.  I had already contacted her and set up her entry pass, then she said was canceled and booked a different place.
  
  The thing that speaks most to me about this incident is that Evolve admitted their error by giving her a travel credit.  So there is no penalty for the cancellation being within 14 days, but a credit and we get nothing.  The property was boocked on Sept 2nd, so blocked for over 2 months and did not rebook.
  
  Instead of continuing to go on about their policy changes, Evolve should admit they made a mistake - and throw me a bone - give us the payout we're owed.
  
  Sincerely,
  
  *****************************

  more control over their property. It has become extremely difficult to reach them, and they no longer allow access to upper management to discuss issues, decisions, or policies that impact our vacation rental business. I would like to be able to talk to them about the policies, to get control of my listing, and be reimbursed for the money I lost on the last 2 cancellations that were within 14 days.

  

  Business Response

  Date: 12/12/2022

  Hello,

  Thank you for following up with us as one of our Owner Success Managers has been diligently communicating with you to address given feedback. As it is Evolves mission to make renting vacation homes easy, the established Cancellation Policies set forth on all distributions is reflective of this approach and is outlined in Section 6.4.4 of the Management Agreement. In conjunction to this, the Management Agreement clarifies that business practices are subject to change considering the scope of our growing ******+ properties. We recognize when you first partnered with Evolve we had a different billing structure, but that process was no longer feasible and updated it in the Autumn of 2019 in order to stay competitive within the *** industry. Despite this, the idea of providing a Guest whom cancels their reservation (within the timeline established in their Rental Agreement) a Travel Credit is to create loyalty with the Guest using Evolve properties in the future which either benefits you as they rebook for a different date or another Evolve Owner they choose to book with. As we understand your frustration with Guest Cancellations, this is a risk of being a business owner as other industry leaders offer the same policy/practice. We recommend reviewing the Management Agreement twice a year for any updates made that we do not contact you directly about. The feedback provided to our Owner Success Manager has been forwarded to our leadership team for review, and as we cannot guarantee the desired outcome/change, we appreciate the time taken to voice these concerns to us.

  Thank you,

  The Evolve Team

  

  Business Response

  Date: 01/06/2023

  Hello,

  While we understand this may not be a usual situation to you, this is a situation Evolve faces with our ******+ properties and their respective bookings. As outlined in the Management Agreement, we did follow best practices here demonstrating due diligence in contacting the Guest and allowing ample time for an updated payment method. As there was no follow-up on their part over a multitude of days, we did need to follow procedure in canceling the reservation. This is done for many reasons including protecting you as the Owner as Guests cannot check into a property without being paid in full, as well as opening your calendar in due time to attempt securing a new reservation without payment issue. 
  

  In regards to the Travel Credit provided to the Guest, this was for the down-deposit paid and due back to the Guest per our Rental Agreement. Often with cancellations due to payment issues, the Guest will immediately rebook the property. While the Guest had this option with their Travel Credit, it is out of Evolves control to dictate their chosen allocation. With this in mind, we apologize the reservation was canceled and not rebooked, however we will not be able to extend a payout for this reservation.

  Warmly,

  The Evolve Team

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18524186
  
  I am rejecting this response because:

  The guest said she did try to make the payment.  She was in touch with me and you could have let me know you canceled and locked her out.  I'm not interested in excuses about ****** other hosts.  The cancellation policy is useless and unfair to the owners, when guests can cancel up to the last minute and we don't receive anything.  Then it's too late for another booking.  Just once I would like Evolve to admit they were wrong and instead of invoking that tired phrase "industry standards", support the owners off whom you've made millions of dollars. In the last several years I have not ever received any kind of capitulation from you people.  This is a poor way to do business. I guess it's because you've gotten so large, you can afford to tell your hosts, who have been with you since the beginning, that you aren't going to do anything and to just leave if you don't like it. This is why I've reported Evolve to the BBB, so it will be on record that you are no longer flexible or supportive.  We can no longer speak to management and have our issues addressed on a case by case basis.  It's just a broad brush approach with reps stating the company line.  No more personal service or the feeling of the relationship with our booking agents as being a partnership.   
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/01/2022

  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.

   
  Complaint: 18488849
  
  I am rejecting this response because:

  On February 2022 I received an email from **** the Regional Performance manager asking me to reduce my floor rate of $130 to 20% less because my listing was not optimized for the "low season." Mind you the low season for my region is October through May.  I agreed to such. On August 10th of 2022 I reached out to Evolve via email because Evolve had booked a reservation at $79/night. I had to contest this rate for over 72 hours with "customer service" that the agreed upon floor rate was $130.  Had I not had the emails to prove that then I would have lost that battle. Going into the low season of winter of 2023 it did not make sense to **** my rates up to 300+ a night in February especially when my competition of comparable bedrooms, square footage and condition was set at $187/night.  It seems like an easy fix but because Evolve's customer service was not willing to pick up the phone to discuss or even less, address through the countless emails sent back and forth I was getting the impression that yes maybe Evolve was not the right fit for me as they stated at the end of all their correspondence.    

  Furthermore, regarding the referral credits, I have provided with great detail the client's names and emails whom I have referred.  ***********************, Senior Vacation Rental Advisor, looked into the $750.00 worth of credits that should've been credited to my account and confirmed that I was rightfully due such credits.  I have the emails for verification.  Since, I have referred three more clients and to this day my account has been credit $31.  ****** with customer service verified this and said someone would get back to me regarding such; however, my account was terminated by Evolve.  I believe Evolve terminated my account so that they would not have to abide by their agreement and credit the referrals to my account.  I've been willing to speak to someone regarding this matter and I have sent countless emails but unfortunately Evolve's customer service is non existent.  

  In short to anyone reading this, BUYER BEWARE.

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

  a. You're current minimum rate is set at $130 and will never go below that rate. The data is showing for this area rates around $225-$300 between 12/22-5/25 and increase to $400-550 between 5/26-9/3 (prices and dates are subject to change daily). Your rates are based on this data to keep you competitive. I believe that is why you received the email to reduce your minimum. That way we can keep you within the market by expanding your rate reach and try to grab more bookings, however, your area's market is just priced so high."Thus, I reached out to them again and showed them my competitions rates (1 bedrooms) and explained why my rates should be adjusted lower for the February, March, April and May. It took another 48 hours and still nothing resolved. I emailed ***** as instructed and asked her to reduce the minimum rate to $130 and she refused to and said I need to wait a week for a phone call. Furthermore, the $500 referral credits I received were not applied to my account.

  

  Business Response

  Date: 12/09/2022

  Hello,

  Thank you for informing us of your concern. While you communicated to Evolve that future rates were higher than desired, this is a feature SmartRates considers as those dates of concern were not within the booking window (ex. 3-6 months in advance). It is industry standard that anyone who is booking that far in advance is willing to pay a premium to secure those dates. As time got closer to the booking window, the prices would have dropped should the rest of your areas demand not be reflective of the prices set. Ultimately, Evolve is unable to override the SmartRates algorithm as is explained in the Management Agreement.

  
  Regarding referral Account Credits, these are not funds we forward to your financial institution but are credits applied to the Management Fees Evolve collects on bookings as again is explained in the Management Agreement. As we investigated further, we did ask for the Owners you referred to Evolve to apply those credits retroactively, however with insufficient response providing clarity, we were unable to provide you with those credits. As it is Evolves mission to make vacation rental easy, we acknowledge it hasnt always been easy for you regarding our SmartRates algorithm and understand that our strategy isnt right for every Owner. Considering the election to discontinue Evolve services to support your short-term rental, we are unable to assist with this matter any further.

  Thank you,

  The Evolve Team

• Initial Complaint

  Date:11/03/2022

  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.

   
  Complaint: 18353314
  
  I am rejecting this response because:

   

  I provided a copy of my letter outlining all of the conditions of the property which made it unacceptable. The company's response references "4 Core Standards". Apparently these "standards" are those imposed by the company on owners, and I would have no knowledge of what they are. In fact, these "standards" are between the company and the owner, and have nothing to do with me. Recently the company sent me an email asking why I did not take pictures. I explained to the company that I did not do so because the owner told my wife that a refund would be forthcoming, then texted substantially the same message. In addition, the owner processed a "cancellation by owner" message through VRBO. Had she not done so, I would have taken pictures.

  As to the "standards", I suggest that the company review the discrepancies listed in my letter again.

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

  

  Business Response

  Date: 11/12/2022

  Hello,

  Thank you for taking the time to explain your situation, and see youre in touch with our team to address these concerns further. Although we need to continue communication to resolve all issues, please note that documentation displaying the 4 Core Property Standards are needed for us to impose a refund on the Owner. We are hopeful that by gaining any documentation you have to weigh in making things right is a diligent process to solve your issue in a timely manner.

  Thank you,

  The Evolve Team

  

  Business Response

  Date: 12/01/2022

  Hello,

  Thank you for following up with us. Our 4 Core Property Standards are public expectations you are able to review on our website and while we did reach out to try to gather documentation to demonstrate the violation, the text message from the Owner mentioned here did not show the Owner approving a refund. Also please note your reservation was canceled after you and your traveling party had departed the premises, thus the email mentioned was not received until after check-out; canceling the reservation to keep calendar records true to fact is standard industry practice. Overall, while we understand your frustration, we too see that you have issued a chargeback on the payment. Due to this, Evolve is unable to action this case any further as the financial institution you bank through has withdrawn these funds from us resulting in no funds available for consideration. As the chargeback process can take up to three months to resolve, we recommend you to reach out to your bank to inquire about the process and completion status.

  Thank you,

  The Evolve Team

• Initial Complaint

  Date:10/25/2022

  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.

  June 2022 we attempted to rent an Evolve property through VRBO. Immediately upon entering the property it was evident that the property description did not match the property itself. The property did not list that it was a locked dorm room, rather it was presented as an entire building. Beyond that the floors had pools of standing water as well as the smoke alarm was taped closed with a plastic bag. Under any circumstances this should have been handled by a local property manager or refunded by the property management company. They failed to do either, and we lost our entire reservation because of it. Since then the company has said that these were not reasons to cancel a reservation. I would not recommend renting through any Evolve properties because of their business practices.

  

  Business Response

  Date: 10/31/2022

  Hello,

  Thank you for flagging this occurrence with us. Evolve strives for transparency when marketing properties and apologize for the confusion. Revisiting the listing on Vrbo, the property in question is listed as an apartment as well as clarifies in more detail that other rooms are available for rent within the same property. In addition to this, the Owner and their Service Provider provided us time-stamped documentation showing the nature of the apartment before your check-in which did not demonstrate said concerns. While your financial institution deemed the property was marketed as-advertised when attempting to re-collect funds through a chargeback, we understand the impact this had to your experience, and, out of the spirit of hospitality, have refunded you the Management Fee which we have fund access to. 

  Thank you,

  The Evolve Team

• Initial Complaint

  Date:10/06/2022

  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 am requesting a refund for a cabin rental that I canceled. In my initial complaint. This is the response from Evolve attached. I had requested my credit card company reverse the charges for the cabin due to my cancellation. The credit card company had reversed the charges, and Evolve did not agree to the reversal, and now the charges are back on my credit card. I am requesting Evolve refund the amount of $731.69. The BBB compliant number filed originally is 17758023.

  Desired Resolution: Billing Adjustment

  d I enjoyed my stay!

  

  Business Response

  Date: 08/24/2022

  Hello,

  Thank you for reaching out. We thank you for providing us with documentation demonstrating your action trying to cancel the reservation within 14 days of check-in per policy as we did not have this prior. Please note, within the screenshot provided, you received an automated response from Evolve stating that the Vrbo Chat function is not able to flag nor support reservation changes and that you would have to reach out to Evolve directly to do so. While we apologize for the confusion, we too see that you have issued a chargeback on the payment. Due to this, Evolve is unable to action this case any further as the financial institution you bank through has withdrawn these funds from us resulting in no funds available for consideration. As the chargeback process can take up to three months to resolve, we recommend you to reach out to your bank to inquire about the process, and completion status, as we are not provided these details in line with their Privacy Policy. 

  Thank you,

  The Evolve Team

  

  Business Response

  Date: 09/16/2022

  Date Sent: 9/16/2022 12:51:46 PM
  

  Hello,

  Thank you for following up with us about this matter. When a chargeback is issued, a financial institution can release the money in question back for your use while the chargeback is worked on between the service company and your bank. In this instance, the bank found sufficient evidence that the charge was not fraud with the documentation provided and recharged you for the reservation, explaining why you saw this charge again. As we understand your frustration in regards to your earlier complaint, we have made a policy exception by issuing you a Travel Credit in the amount of your reservation to use at one of our ******+ properties within the next two years - you will find more information about this credit in your email. We look forward to seeing you in one of our homes in the future and again thank you for bringing this back up to our attention after your financial institutions decision was communicated to you.

  Thank you,

  The Evolve Team

  Customer Answer

  Date: 09/16/2022

  I received several emails from Evolve regarding my compliant, and they offered my a travel credit for the amount I requested be credited back to my credit card. I am asking that they credit my credit card the $731.69. I do not wish to do business with them in the future. 

   

  In the email sent, they also said they would send information about the credit in an email. I have not received any more information about a credit from Evolve. There wasnt a confirmation number regarding a credit sent to me. This is exactly why the entire situation with my cancellation occurred with Evolve originally when I booked a cabin rental. They do not clearly communicate with the consumer.

   

  Thank you so much for your help!

   

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

  Customer Answer

  Date: 09/21/2022

  VRBO has requested more information regarding the rental. Attached are the items they want. The middle management company involved, Evolve, has sent me a travel voucher for the rental amount, which is not satisfactory to me, as I requested my charges be credited back to my credit card. I wish for the charges for the cabin rental and the $90.00 annual fee VRBO charged me all be credited back. 
  
  Also, the response Evolve sent me when I cancelled was very confusing. I thought they wanted me to call VRBO, which I did twice, and there was an hour wait to speak to someone. When I finally did get through to VRBO and Evolve after I was charged $821.00, both representatives were rude, and did not listen to my explanation of what happened in June when I cancelled through VRBOs website. They both told me there was nothing they could do to refund me. 
  
  Thank you,
  *********************
  

  
  

• Initial Complaint

  Date:10/04/2022

  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.

  To Whom It May ********************************** provide an email address so that I may send my documents. 

   

  I have tried to attach them here but I am unable to proceed when I hit the proceed button

   

  Thank you

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

   

  

  Business Response

  Date: 10/12/2022

  Hello,

  Thank you for informing us of your concern. While there was no supplemental documentation uploaded for this complaint, we took the time to dive into your case to understand the matter of the situation. Evolve strives to ensure all Guests are aware of safety features like no smoking and external cameras present at the property prior to creating a reservation. As the listing booked clearly defined this in writing and through photographs, we are unable to cancel your reservation with a full refund and did clearly outline expectations real-time that a refund was not guaranteed when choosing to relocate due to personal preference. Likewise, the Guest patio is private in the sense of a fenced space with the addition of an external camera present for security and liability concern as it too serves as the front door. We understand you were concerned about storage boxes on an additional, separated patio; however the patio raised to our attention was for exclusive use by the Owner and is not listed as an amenity for Guest access. Out of the spirit of hospitality, we have refunded you the Management Fee to help with relocation costs as your traveling expectations were not met when checking into this listing. We again appreciate you taking the time to flag this with our team, and hope you were able to enjoy the rest of your stay in *********!

  Thank you,

  The Evolve Team