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:08/08/2022

  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.

  We rented a property hosted by Evolve on Airbnb, once they had our $$ contacting them was impossible. They never respond to messages. When we got to the property it was infested with ants. The first floor including the kitchen, bedrooms, bathroom had ants everywhere. The dishes pots and pans had ants crawling. The 2nd floor was clear of ants and we were 2 hours up the mountain from any hotel that had vacancies so we had no choice but to stay. The 2nd floor hall bathroom shower we discovered was leaking and it was dripping out of an electric smoke detector on the first floor ceiling, our son could have been electrocuted. We had 5 people and only 3 bedrooms and 1 usable bathroom out of 3!! We were able to contact the owner to let them know of the issues but they lived hours away and the local contact couldn't help because it was a weekend and we only had a 3 day/night stay. Evolve was useless and did not reply to messages. After our miserable stay we messaged Evolve through Airbnb requesting a refund and of coarse no reply. Airbnb says if the host (Evolve) won't reply there is nothing they can do. Our vacation stay was ruined, we could not use the kitchen to cook and had to eat out every meal. Included are a couple pictures of ants in the kitchen.

  

  Business Response

  Date: 08/17/2022

  Hello,

  Thank you for informing us of your experience and apologize for the delay as we are facing higher-than-normal volume due to the busy summer season. Evolve strives to ensure all properties are Guest Ready for arrival so when concerns are had, our team swiftly investigates all points thoroughly between you as the Guest, and the Owner. As we see you were recently in contact with our team providing documentation, we are pleased to reiterate that we processed the appropriate refund based on the context gathered. We are hopeful to have the opportunity to host you in another one of our homes in the future demonstrating the high expectations we hold of our properties.

  Thank you,

  The Evolve Team

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17688812
  
  I am rejecting this response because: They sent me an email saying a refund has been applied to our Credit Card but the amount is roughly 700 LESS than what we paid. They never called to discuss the refund amount they just sent a refund for a fraction of what we paid and now has not responded to our messages on the matter. Not happy!

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

  

  Business Response

  Date: 08/30/2022

  Hello,

  Thank you for following up with us on this matter. As we see we were in constant communication throughout the investigation process, we apologize for any confusion that was had in relation to the itemized resolution. Please note Evolve refunded you the Cleaning Fee as well as provided a 30% discount off your total nightly rates. Because you did stay in the property for the entire reservation foregoing the option to relocate, we are unable to refund the full reservation amount requested; the resolution provided was both fair and reasonable to you and the Owner considering the documentation that was provided in addition to surpassing the Owners offer of sending assistance to take care of said concerns. While we understand this may not be the resolution you were hoping for, our trained Guest Experience team fully investigated your concern concluding this reasonable outcome.

  Thank you,

  The Evolve Team

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17688812
  
  I am rejecting this response because: As we not only had our Marine son join us who drive 2.5 hours from base to be with us. All hotels and rentals within a 2+ hour range were booked. So our choice was to either stay in an ant infested home with only 1 usable bathroom or sleep outside. We were forced to stay. Anything less than a full refund is poor customer service.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/05/2022

  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.

  - arrived to overpowering cigarette smoke smell. - people in our party are allergic to cigarettes. - we initially requested to be moved to another property. - they did not have any properties available. - home owner apologetic, offered either a $500 credit or 50% refund if we left immediately - home owner suggested hotels in the area with the implication that this would be covered - some of our party moved to hotel, and we requested further reimbursement equivalent to the portion that they paid for the rental, while we stayed. - they eventually left early because they were not able to afford to continue to stay without confirmed reimbursement for their costs. - despite numerous follow **** took two weeks to deny claim for further reimbursement, "While we realize how frustrating it was to deal with the smell of smoking, we have determined no additional refund beyond what has already been provided will be forthcoming, as the compensation already processed is fair and reasonable and within the normal range for similar experiences given the details of the case. " -in addition, the home owner texted us with a screen shot of one of our guests smoking outside. this felt very invasive as they obviously reviewed the footage trying to find something to use against us. having one smoking guest (OUTSIDE) does not negate other guests' issues with cigarette smoke INDOORS. - we strongly disagree with this decision as the smell was very strong throughout the home and one bedroom was unusable as it was saturated. We had requested a refund equivalent to that room's cost. The approach from homeowner, long delays in responses, and general conduct are extremely unprofessional.

  

  Business Response

  Date: 08/11/2022

  Hello,

  Thank you for informing us of your concern. Our Guest Experience Team is a highly specialized team trained to handle any kind of in-residence issue working toward a fair resolution for the Guest and Owner. In this situation, it was specified you would receive a 50% refund should everyone have checked-out of the property, otherwise provide a $500 refund should persons stay in-residence. As only half of your party left to go to a hotel, we provided the promised resolution of $500 as we cannot hold the Owner responsible to not only host half of the party at their property at a deep discount, but additionally cover hotel costs too. As we held the agreed upon resolution between us, the Listing also clearly states that there are cameras on the property - both where they are located and that they record video/audio. As the Owner disclosed to both you and Evolve that their Service Provider didnt mention the smell of smoke in the property previously, the Owner leaned on these records to better understand the actions around the home prior and post arrival, trying to pinpoint the reported cigarette smell. While we understand the impact this situation had on you and your Guests, we do find that the mutual resolution agreement when initially discussed, along with documentation and context provided resulted in this fair resolution for both parties.

  Thank you,

  The Evolve Team

• Initial Complaint

  Date:08/02/2022

  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 July 11 and 12 I reserved a rental in *********, ***** through VRBO which used a rental managed by Evolve. Given the price charged, being more than a 2-bedroom rental in a nice part of ********, ***** I assumed this was going to be a restful, peaceful rental. This rental was $580 for the 2 nights and it turns out if was about 12' from the major thoroughfare through town. I was given directions that it was across from Napa Auto Parts and indeed, it turns out is was on a virtual highway used 24/7. In addition, the single bed was so uncomfortable I could barely sleep and the lack of curtains made early morning sleep impossible. The unit was not properly furnished and the shower curtain hadn't been cleaned in long time. When I spoke to the owner, he told me that Evolve set the prices and he did not say he could refund me a portion of my money. The place was so awful, my sister and I only spent 1 night there.

  

  Business Response

  Date: 08/10/2022

  Hello,

  We appreciate you taking the time to flag this with our team and are sorry to hear about the unforeseen concerns experienced - we understand how this impacted your stay. Through consideration to your experience, we see you were able to connect with our Guest Experience team that reviewed your documentation and provided a resolution to you in line with your concerns. If you have any additional questions, we kindly ask you to respond to the Guest Experience Advisor you've been working with as they would be more than happy to assist. Thank you again for reaching out, and we hope to have the opportunity to host you again displaying the high standards our properties operate at.

  Thank you,

  The Evolve Team
  
  

  Customer Answer

  Date: 08/12/2022

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

• Initial Complaint

  Date:08/01/2022

  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.

  My family and I stayed in one of the EVOLVE rental properties May 4,2022 until May 9,2022. From the beginning to the end of the trip we had to contact the manager about things that were not working, missing and dirty in the property. With the listing it was advertised that all but one of the bedrooms had tvs. The 3rd bedroom was missing the smart tv it was advertised with. There was no iron and ironing board, garbage cans in the bathroom. No mop or broom we had to use towels for a day. The water from the shower in the master bathroom crept into the bedroom which was a little scary with me being a pregnant women. We had to use towels to prevent the water from getting into the bedroom. The refrigerator had an error message on it which we reached out to the manager about. She stated she was aware of the issue before our arrival. But it clearly was not fixed before check-in. It took us reaching out again the second day for her to finally send someone to look at. However, by the time someone finally did come the food that we had in the fridge had gone bad. After receiving the diagnosis it then took the company another day to decide whether they wanted to fix the issue or replace the fridge. At the time we asked for a refund on the spoiled food and were told they would have to ask the owner but for now they could pay for lunch or dinner which we never received either. I stayed in contact with the company after checking out for about a week, not only did I received attitude but I stopped receiving responses. I tried opening a case with VRBO and they weren't able to help. The issues we went through was not worth the amount we paid!! Vrbo does not release comments until 2-3 weeks later for some reason so it wasn't until all the bad reviews starting popping up and renters had the exact same issues as us. unacceptable!

  

  Business Response

  Date: 08/10/2022

  Hello,

  Thank you for informing us of your experience. Evolve holds its properties to high expectations and when we receive a report of a violation against our 4 Core Property Standards, we diligently investigate these claims. As Evolve was never notified of this situation, we would love the opportunity to connect with you to gather all necessary context and documentation (i.e. invoices) that was not provided here to start this investigation phase all while speaking to the Owner about these concerns. Please be on the lookout for an email from ********************************* to begin this discovery process - there you will be able to ask any additional questions you may have too. We again understand the impact this had on your experience and our trained Guest Experience Team is here to support you in finding a fair, mutual resolution. 

  Thank you,

  The Evolve Team

• Initial Complaint

  Date:07/30/2022

  Type:Sales and Advertising 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.

  This company has posted a misleading listing on AIRBNB claiming the listing is ENTIRE HOUSE. HOWEVER THE HOMEOWNER RESIDES IN THE HOME AND WILL BE SHARING AMENITIES. THIS IS DECEPTION AT ITS FINEST AS THEY SO CONVENIENTLY HAVE A 48 hour cancellation policy. We want our reservation back or a FULL REFUND AS WE DID NOT GIVE PERMISSION FOR THIS RESERVATION TO BE CANCELLED

  

  Business Response

  Date: 08/05/2022

  Hello,

  Thank you for taking the time to explain your situation. At Evolve we strive to be as transparent as possible in regards to each of our listings and what to expect during your stay. As this listing is indeed an entire home, we do provide clarification in several different places (description, outdoor living, FAQ and House Rules sections) that the Owner lives on the same property lines, but in a different, separate unit and can confirm through historical information that this information was present on the listing prior to when you made your reservation. With this in mind, we see that Airbnb canceled your reservation as they believed your check-in date had already passed. We are pleased to inform you that we called Airbnb to alert them of their error and although they are not able to reinstate your reservation, we were able to get Airbnb to refund you in full for this error and see the dates you wanted to stay are still available - all that is required of you is re-creating this reservation on Airbnb! Should the rates vary, please call Airbnb Support as they would be more than happy to review the rates on your behalf. Looking forward to hosting you!

  Thank you,

  The Evolve Team

  Customer Answer

  Date: 08/10/2022

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

• Initial Complaint

  Date:07/28/2022

  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 property through Vrbo, hosted by Evolve. The dates of my stay were 7/24/22 to 7/28/22. Much to my surprise and dismay, upon my arrival at the property. I realized the condition of the property was not what I expected, based on the pictures on Vrbo's website. The photo's appeared to be taken with the intention to deceive the public. Evolve apparently has a tendency to take vague and distant photos in order to mislead the customers into thinking the property is more maintained. The property was unkempt, dirty, and dusty, with mold in the toilet, and holes in the walls, with pealing paint. The furniture was old and badly worn, with multiple visible stains. The bedding was not cleaned, the sheets were stained, the plugs did not work, and the vents were loose and filled with dust. The hooks in the bathroom were falling off the wall, with one being completely off which left a hole in the wall, the balcony looks like it was falling apart, also with dust and holes, the balcony door did not lock, and was off track. The screen door was torn and raggedy, and the toilet would not flush. The soap containers were filled with water instead of hand soap. Overall this property was neglected and untaken care of and it showed. I spoke with Evolve and after several conversations back and forth, with documentation of the issues, I was told the property did have some concerns. However, they reported "the property was up to their standards." They offered me a 15% refund on each night, and half the cleaning fee. I was only in the home one night due to the conditions of the condo. This resolve is unsatisfactory considering the only reason, I did not stay was due to their neglect of this property. It was a safety concern for me to stay there. With all of the fees, taxes, travel insurance, etc, I am currently out of $775.14 for a property that I did not stay in, again due to Evolves neglect of the property and purposeful misleading photos. This is false advertisement.

  

  Business Response

  Date: 08/03/2022

  Hello,

  Thank you for informing us of your experience. Cleanliness is one of Evolve's 4 Core Property Standards and we diligently investigate claims that a property has not lived up to these expectations. In this instance, our team did set expectations that the requested refund was not guaranteed while vacating the property shortly thereafter reporting these concerns. Additionally, the documentation provided showed minor issues for some of the concerns that did not warrant the full amount of the refund requested. Despite this, we acknowledge your stay fell short of the expectations you had for your trip and will be refunding the rest of the Cleaning Fee to you in addition to the ************* Fee paid to Evolve at the time of booking.

  Thank you,

  The Evolve Team

• Initial Complaint

  Date:07/28/2022

  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.

  Hello, Evolve has my property listed for rent on their marketing platform. My house was booked by the guest and he never canceled the booking but did not come to avoid paying the parking fee for his camper van that can not be parked inside of the Community. Evolve was informed by me that I have a difficult guest and I confirmed with Evolve that I still will receive the payoff because the booking was never canceled.The payoff was sent on my bank account by Evolve as agreed. In another 7 days or so Evolve put the charge back on my account and said that the guest went through his bank to get a complete refund for the booked house. But this is not my fault that the guest broke all the policy rules and decided to get a refund. Evolve messed up my business account by pulling the money out of it that they are not entitled to.I emailed them several times that they can not charge my account unless they have proof that the guest received the refund and Evolve can not win the case and can not provide me any homeowner protection.Currently Evolve is getting ready the package for the guest bank to receive the money-back from him. But at the same time, they keep harassing me to pay them back, although according to to Evolve policy, the money paid by the guest is not refundable. In this situation, I don't owe any money to Evolve or the guest.If the guest canceled his payment to evolve, it has to be handled by Evolve. Until the case with the guest will be lost, my account cannot be charged. It is not an acceptable practice and shows complete incompetence of this company in the *********** Rental Business.Kindly reach to Evolve to explain to them that they can not pull the money from my account that doesn't belong to them. The money should stay on my account until the case with the guest is pending.

  

  Business Response

  Date: 07/29/2022

  Hello,

  Thank you for reaching out. We looked into the chargeback case mentioned and saw Evolve is working on compiling an evidence package to submit to the financial institution on your behalf in hopes of re-securing these funds for you (note this is an extensive process which can take up to 90 days). As was reviewed during the onboarding process, Section 9.6.3 of our signed Management Agreement with you outlines standard debiting processes when chargebacks occur - we must pull funds in reaction to the bank reversing the booking total from Evolve while the chargeback is being investigated. Due to this clause, we legally do need to secure those funds from you until the bank responds to the evidence package.
  
  We acknowledge your concerns and want you to know we are partners with you in this as Evolve was too financially impacted by these chargebacks. As we patiently wait for the banks response, please forward the invoices for all additional fines incurred by the Guest and City to the Owner Success teammate you've been working with to address in the meantime.

  Thank you,

  The Evolve Team

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17640434
  
  I am rejecting this response because:

   

  As a management company, Evolve must have reserved funds to be used while the dispute is pending. 

  The proceeds were sent on my bank account according to Evolve non-refundable Renters policy. 

  Once the money sent on my bank account, it cannot be pulled back under no circumstances. 

   

  1. The payment made by the Renter who booked the house. Nobody forced him to do so,

      and he knew that the payment  will be non-refundable.

   

  2. Evolve must follow own policy that you have on non-refundable payments.

   

  3. Your Owners and Renters policies have the conflict in the terms. Please correct it going forward.

     The homeowner cannot have a chargeback for the money that legally belong to the homeowner according to 

      your non-refundable policy.

   

  4. When the Renter wants to go around the policy and get the money back that don't belong to him,

      this is when Evolve must step up and protect the homeowner. 

      It does not mean that Evolve allowed to pull the money back from the homeowner bank account

      while the case is pending.

   

  5. Until the case is pending, Evolve is not allowed to put any chargeback on the homeowner account

      because this is illegal action. The money on my bank account belongs to me, until the opposite is proven.

     

  6. Only when the case is closed and Evolve has a chargeback, you can send me the invoice to pay you the money back.

       Under no circumstances Evolve can pull the money back from the payout account.

   

  7. As a property management company, Evolve should have reserved money if you cannot prevent the chargeback by the Renter on your account. 

   

  8. Chargeback for pending case never can be placed on the homeowner account, because the money don't belong to Evolve or the Renter

  until the case is pending. 

   

  9. Charging the bank account when the case is pending is illegal.

   

  10. Evolve does not have any rights to pull the money from the account, unless the money were paid voluntary,

        or Evolve has a Court Order to withdraw the payment. 

        I have long-term rentals and the tenants owe me $10,000 but I can not legally pull the money from their bank

        until I will have a money judgment. 

   

  The only right way is to have reserved money to cover the conflict with Renter, have the case won or lost,

  send the homeowner the invoice only when the case was lost. 

   

  The payout received from Evolve belong to me until  the opposite is proven. No one Court will never award you the money for pending case.

  Evolve gets paid 10% from each booking for advertising and so-called management and need to have reserved funds to cover pending conflicts.

  In addition, Evolve needs a protection from the chargeback by Renter who does not want to pay for booked by him house.. 

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

  Customer Answer

  Date: 08/08/2022

  Hello,
  
  My mailing address is ******************************************************************** 11545.
  
  The property advertised on Evolve as vacation rental located at *********************************************************** 18436.
  
  The property in ** had a guest who booked it and never canceled the reservation. Evolve sent me the payment according to their rental policy when the money are not refundable.
  
  After that, the guest decided to go around the cancellation policy. He called his bank to reverse the transaction when he knows that he is not entitled into refund any more. He missed the cancellation deadline.
  
  Although Evolve, indicated it that the guest is committing a fraud by not paying for booked by him house, the Evolve representatives trying to pull the payment back from my account.
  
  The Evolve has a conflict in their policies for Owners and Renters.
  
  As long as the dispute over the transaction is pending, Evolve does not have any rights to withdraw the payment back from my account.
  
  They rightfully transferred the payment on my account and did not prove it yet that the guest is entitled into this refund.