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:05/07/2025

  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,
  
  ****** ****

• Initial Complaint

  Date:04/30/2025

  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.

  I rented a vacation rental through Evolve for April *****. When we got there, it was dirty, sticky, and very unsafe. I immediately called the company and they opened a case and told us to follow up through email. After that, we left, having stayed maybe 1 hour. They followed up for 2 days then stopped replying. We received one email later after I inquired about the status. After mentioning contacting the BBB they offered a partial refund of undisclosed amount. Issues at the property:a. Cameras only cover the front and side door and do not cover the rest of the property including the fence or our vehicles. People walked by and looked. The trucks were loaded with equipment we cant afford to have stolen. b. The fence that Evolve claims was there for our security had gaps, breaks, sags and was falling in places. c. The side door was very hard to shut. The front one had been broken into and not fixed. There was a bullet hole in the laundry room door, etc.d. The fire extinguishers were too high. I didnt even see the one in the living room, it was so high. This rental would fail a fire inspection. I can call. e. A light switch in the entry way didnt work and another in the living room was covered with electrical wire, indicating that it was unsafe to turn on. I am prepared to call the fire inspector.f. The smell in the home was unbearable. The whole house smelled like chemicals. This adds to why we could not stay comfortably at the property. g. The floors were sticky. Evolve says they sent someone who said they were not but this is untrue. I have 3 people who say they were sticky and dirty and gross. I have pictures proving they were not clean. h. The cabinets were dirty. i. The Closets were cluttered.j. The shower had hair in it. k. The rugs in the bathroom looked unclean. l. The door that almost fell on ****** is a big problem. We have witnesses.

  

  Business Response

  Date: 05/08/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the condition of the property and the frustration and inconvenience this experience caused you and your guests.
  At Evolve, we take guest feedback seriously and work hard to ensure every property meets our standards for safety and cleanliness. We are truly sorry that this property fell short of those expectations during your stay.
  We have reviewed your case in full, and as of today, we have issued a full refund for your reservation. This refund has been processed to your original form of payment.
  Please know that your concerns have also been escalated internally, and we are working with the property owner to address each of the issues you reported. Guest safety and comfort are our top priorities, and your detailed feedback is essential in helping us uphold those standards across our platform.
  Again, we apologize for your experience and appreciate your patience as we worked toward resolution.
  Sincerely,
  Evolve Customer Experience Team

  Customer Answer

  Date: 05/12/2025

   
  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:04/19/2025

  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.

  Summary of Property Stay in *****, ** (3/273/30/2025):You booked the property primarily for the hot tub, which turned out to be unusable due to murky water and a missing filter. The next day, you discovered mouse droppings on the kitchen counter and notified the property manager via video around 4 PM Friday. Though she responded initially, she downplayed the issue giving us a $200 refund which we were grateful but didn't think there would be more issues. By Saturday, mouse droppings had increased and spread to the fireplace and TV stand. A mouse was seen trying to get into a trap in the bathroom, and plumbing issues also emergedone toilet caused the sink to gurgle and splash. Multiple videos were sent to the manager, but communication was slow and eventually nonexistent. Emergency contact numbers went unanswered.More mice were spotted near the stove and piano. You considered leaving Saturday night but stayed due to your babys sleep schedule. Early Sunday morning, you found a dead mouse and more droppings in the bathroom. That was the final strawyou packed up, woke the baby, and left at 5:30 AM.Despite repeated follow-ups, communication remained poor. The owner initially offered only cleaning deposit refund. You later contacted Evolve, and the first representative said the owner would return your $300 cleaning *********** expressed frustration at the unsanitary, unsafe conditions and lack of proper pest control, believing the owners were aware of the issue but took inadequate, low-cost measures to address it. Emailed 4 emails of evidence, took Evolve 30 mins to reply with owner is only giving up $300. Came on BBB sent them a screen shot of other complaints then they said they will give me 30% - so now $411.00. I want my full refund this was such a horrible experience and unsanitary property. I have spent so much unnecessary time on this issue and both the mgmt contact and Evlove acts like this wasn't anything necessary to get a full refund. Never use them

  

  Business Response

  Date: 04/28/2025

  Thank you for taking the time to provide feedback regarding your recent stay at the property in *****, ** from 3/273/30/2025. We sincerely apologize for the inconveniences and distress you experienced.

  Following your concerns, we have taken the following actions:
  You have been refunded a total of $711.08, which includes your entire $300.00 cleaning deposit.
  We have required the property owner to schedule a professional pest control inspection and provide Evolve with documentation of the inspection results and any remedial actions taken.

  We have reinforced to the owner the importance of ensuring the property meets health and safety standards before future guest stays.
  The refund amount and the corrective steps taken are consistent with hospitality industry standards for addressing service and health concerns. We greatly appreciate you bringing these issues to our attention, which allowed us to initiate a thorough review and corrective process.

  While we understand your disappointment, we believe the actions taken and the refund provided are fair and appropriate given the circumstances. We value all guest feedback and continuously strive to improve based on experiences such as yours.

  
  Thank you again for bringing these matters to light and for giving us the opportunity to address them.

  
  Sincerely,
  Executive **********************************start="1466" data-end="1469">Guest ************************start="1494" data-end="1497">Evolve Vacation Rental

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23226807
  
  Thank you for your previous response and for refunding $711.08, including the cleaning deposit. While I appreciate that some corrective actions have been taken, I must respectfully reiterate that the current refund does not adequately reflect the severity of the issues we encountered.
  This was not a matter of minor inconvenienceit was an uninhabitable and unsafe property. We dealt with:
  Live and dead mice in multiple areas of the home
  Widespread droppings in the kitchen, bathroom, and living areas
  Unresponsive emergency contacts
  A nonfunctional hot tub, which was a primary reason for our booking
  Plumbing issues and gurgling fixtures
  A forced early departure at 5:30 AM with our baby due to finding a dead mouse
  These are serious health and safety violations, and I strongly believe that the circumstances justify a full refund. Ive already spent considerable time and energy documenting the issues, sending evidence, and following up. It is frustrating that this hasnt yet been resolved fully.
  Given the above, I am requesting the remaining $500 to bring the refund to 100%. This is not just a matter of principleits about fair compensation for a property that should never have been rented in its condition.
  I hope we can resolve this directly and avoid further escalation. Please confirm whether the remaining refund can be processed.
  
  

• Initial Complaint

  Date:04/19/2025

  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 five-night vacation rental for my family. On the first night, temperatures were in the mid-20s. When we arrived, the house was very cold. I followed the instructions in the guest book to turn on the heat, but the furnace was not working. There was a wood-burning stove, which helped warm the main room, but it was not a safe or practical option to run overnightespecially with childrenand it did not heat the rest of the house.Around 2 AM, my children woke up because the house was so coldtemperature inside had dropped to the mid-40s. I had to stay up the rest of the night to keep the fire going so we had some warmth. The next morning, due to the unsafe and uncomfortable conditions, we left to find alternate accommodations about 45 minutes away.We were told the furnace would be fixed, so we returned the next day. However, the issue was still not resolved. The owner assured us it was warmer and safe to stay. That night, the same thing happenedcold temperatures and no functioning central heat. We left the next morning and ended our trip early, returning home with a 12-hour drive.We were refunded for the three nights we did not stay, but our request for a full refund was denied. The owner claimed we stayed for two nights, but the first night was unexpected and uninhabitable due to the cold, and the second night we only returned based on assurances that the problem had been fixedwhich it had not.The property was not as described on the booking site, and it lacked a functioning heating system during very cold weather. Safety for my family was my top concern, and under the circumstances, a full refund is fair and appropriate.We paid 1150$ and were refunded 740$. It seems unreasonable that we were charged for a stay in a location that was uninhabitable especially by young children.

  

  Business Response

  Date: 04/28/2025

  Dear Mr. ***************** want to start by sincerely apologizing for the discomfort and stress your family experienced during your stay. We understand how upsetting it must have been to face such cold conditions, especially with young children, and it is certainly not the experience we ever intend to provide.

  While we did our best to address the furnace issue as quickly as possible, its clear that the situation was not resolved to your satisfaction, nor did it meet our own standards for guest safety and comfort. For that, we are truly sorry.

  We believe your request for a full refund is fair, and we are currently working with *********** to request the additional $363.23 on your behalf. Since *********** handled your reservation and payment, we kindly recommend reaching out to their customer support team directly as well, referencing the email I sent them from ***************************************

  This will help expedite the process and ensure all parties are aligned.

  
  Again, we deeply regret the inconvenience and disruption to your familys trip. Please know that we are committed to doing everything we can to make this right.

  
  Thank you for your understanding and patience while we work through this with ***********.

  
  Sincerely,
  **** ******
  Evolve Vacation Rental

• Initial Complaint

  Date:04/14/2025

  Type:Billing 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 pay Evolve 10% of my short-term rental booking fees to manage my property. Over time, their service partners have mismanaged and cost me thousands of dollars in lost revenue due to poor guest ratings due to lack of cleanliness despite my cooperation and payment of any fee I have been charged. I went over and above to work with Evolve to resolve these problems but due to their lack of management assistance and ineffective service partners (****** ******* and ****** ******), I could not in good conscience offer my property to guests in that state.Due to Evolve's poor management, I decided to sell my home. I notified them ASAP, but they charged me cancellation penalties despite their role in my financial losses. I emailed and called them to ask for the fees to be waived due to the extenuating circumstances, but they charged me $250 on 3/26/25. Multiple emails were involved, and I've attached one example dated ********. I was double charged again on 4/11/25 for a total of $312.02.Due to their deceptive business practices, I want my charges refunded and I want my account with ********************** cleared.

  

  Business Response

  Date: 04/23/2025

  Thank you for the opportunity to respond to this complaint.

  We appreciate your partnership with Evolve and are sincerely sorry to hear that their experience did not meet expectations. Evolve takes all concerns seriously and strives to provide clarity and fairness in all contractual matters.

  Wed like to clarify that per the terms of our Rental Agreement, which the property owner accepted upon onboarding, terminations initiated by the owner is subject to a cancellation fee, were there are reservations on the books for the listing in question. 

  Regarding the cancellation charges:

  The $250 fee incurred on March 26, 2025, was in accordance with the cancellation clause outlined in the agreement.
  The additional charge on April 11, 2025, totaling $312.02, was not a duplicate fee but rather covered additional account reconciliation costs, which have been itemized and communicated via email.

  While we acknowledge your frustration, the fees were applied correctly per the agreement in place. 
   
  Sincerely,
  Evolve Vacation Rental

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23203995
  
  I am rejecting this response because:  see attached email, also emailed directly to BBB on 4/25/25.

  20250425 Response to BBB. Evolve. Complaint 23203995

  
  Sincerely,
  
  ****** ****-Hee

  Customer Answer

  Date: 04/29/2025

  Dear BBB,
  In response to Evolve's email (see below), please provide and review the sources referenced by Evolve regarding all charges including the $250 charge and the charges totaling $312.02.  I continue to dispute those charges on the basis of my previously provided documentation.  See also Complaint ******** in the BBB Portal for details.
  Thank you.
  ****** ****-Hee
  

  Customer Answer

  Date: 05/06/2025

  Dear BBB
  This complaint was closed without addressing my question.  I request that Evolve provide the documents they referenced to justify those charges.
  Thank you
  ****** ****-Hee
  

  
  

  

  Business Response

  Date: 05/12/2025

  Thank you for your request. 

  Please find the document you have requested. 

  Sincerely 

  Evolve. 

• Initial Complaint

  Date:04/11/2025

  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 was trying to book a cabin in ************ ** for a family getaway. The booking had to be approved by the property owner and in the reservation process it stated the payment would not be taken unless we were approved. I was messaging the property because it was the evening before we were supposed to leave and I had not received a ***ly. I was being told that they had no record of my reservation request, but as we were messaging the payment was debited from my account. I then asked if there was no record of the reservation request, why was my account just debited? The *** continued to say there was no record. Then I recieved a notification that the money would be refunded in up to 15 days. We were supposed to be leaving the next morning and have now been put in a situation where five families have taken time off their jobs to go on a family spring break trip and there is no where to go and we don't have our money to book another property. It now looks as if the conversation history with Evolve has been deleted. All I have now is the record of the booking attempt through Air bnb.

  

  Business Response

  Date: 04/16/2025

  Hi ****,

  I used every piece of information you provided me to find your reservation. I am now working on the back side, along with my IT team as to where we can find the attempted reservation. Please bare with me. 

  BBB please leave this open with (you determine next # of days to respond). 

  Respectfully 

  John 

• Initial Complaint

  Date:04/04/2025

  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.

  We booked a last minute family getaway for the weekend on the 1st of April in ***********. There is a Historic and Catastrophic storm in the works that is going right through the heart of that area this weekend now. Tornados, Flooding, etc. I reached out and simply asked if we could change the dates as we are not going to take our children into a storm like this. At 1st I was told that they because they didnt have an update on the weather, they couldnt do anything yet- I told them to just ****** the storm. Then they told me that they cant do anything to change the dates because I booked it when "rain was in the forecast". The news is calling this "Generational Flooding". I was shut down left and right. Its obvious that all Evolve cares about is the money and nothing else. Extremely disappointed with this company and their ethics. Would love to get my money back at this point as all I asked for was a different date. But as I found out from "*****" ( whom ***** is higher up than him according to himself) that was just not an option.

  

  Business Response

  Date: 04/07/2025

  Good Day *** ****, 

  Please let me know which way you would like to proceed. As we have noted a new / replacement reservation for the weather interruption (at your request) for the following. 

  Booking ID
  ******** 5/2/2025 5/4/2025 Booked ***** **** VRBO. 

  We are truly sorry for the trouble this has caused. 

  Respectfully 

  Evolve. 

  Customer Answer

  Date: 04/09/2025

   
  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:03/28/2025

  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.

  We stayed at a cabin in ********, Az March 12 - 14, three nights, and our payment was processed by Evolve. Due to a problem with the heating, the owner agreed to refund the first night, and subsequently sent that information to Evolve. The inept workers at Evolve ended up CHARGING us for 3 additional nights, instead of refunding us a night. After some back and forth, they were able to reverse those pending charges, but never refunded us for the first night, per the owner's request. Both the owner of the cabin and myself have communicated with Evolve and they still have not refunded the first night, and it's now been over two weeks. Additionally, they will not respond to my emails asking for an update. Below are the texts between myself and the owner, as well as my last two emails to Evolve. I have never seen a company as inept and totally lost as this company. The amount of time I lost and the frustration of dealing with this debacle totally ruined the experience of our vacation. This is not rocket science, it should never take this much time and effort to process a simple refund. I have done all I can and now turn to you as well as filing a complaint with the ** ************************* because at this point intentionally withholding money that is not yours is theft. I would appreciate some help. Totally ridiculous.

  

  Business Response

  Date: 04/04/2025

  Thank you for bringing this matter to our attention.

  We sincerely apologize for the inconvenience and frustration this experience has caused.

  We understand the guest's concern regarding the refund for the first night of their stay at the property in ********, **, from March 1214, 2025. We also acknowledge the confusion that occurred during the initial processing of the refund, and we appreciate the patience shown while we worked to resolve the issue.

  Wed like to confirm that the refund in the amount of $216.00, as agreed upon in coordination with the property owner, was processed by Evolve on April 3, 2025. Please note that refunds may take 7 to 10 business days to appear on the original form of payment, depending on the policies of the guests financial institution.

  We regret the earlier miscommunication and delays, and we are committed to improving our service based on this feedback. We are also reviewing this case internally to ensure situations like this are handled more efficiently in the future.

  If there are any further concerns, we welcome the opportunity to speak directly and ensure full resolution.

  
  Sincerely,
  **** ******
  Executive Escalations Manager 
  Evolve Customer Experience Team
  

  
  

  Customer Answer

  Date: 04/07/2025

   
  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:03/18/2025

  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 rental through *********** in **********. I checked in on November 23, 2024, and checked out on November 30, 2024. I traveled from *****, ******* to spend Thanksgiving week with my family.The rental was described as having amenities, toiletries, and free wireless internet, among other things. The unit was not as advertised. I chose the unit because it claimed to have internet. The owner represented that **** is available in all areas and is free of charge, but that was not true. That was one of the main reasons I chose that rental. Because my husband needed to work remotely the first part of the week and needed the internet connection to do that work, having internet was a very important factor in renting the property.Evolve misrepresented the condition and amenities of the rental. In particular, there were many problems with the rental, including: The remote for bedroom TV did not work. The bathroom exhaust vent was filled with hair and totally clogged. The edge of the tub was nasty. There were broken and missing pieces of the tub that made it terrible to sit on. The tub drain was nasty with black gunk and mold and mildew around it. The dishwasher was dirty with old food from previous guest caked on it. The refrigerator was dripping water on the inside. I had to put towels under the bins to collect the standing water. There was no working light bulb in the refrigerator. The refrigerator was dirty with bugs in it. A window sill was dirty with bugs on it. I found bugs in the furniture. The flooring was uneven and was a hazard for tripping or falling.We were charged a $155 cleaning fee. No one had cleaned the rental.Based on the information provided, *********** wrote that I deserved a full refund of the reservation. However, the refund needs to come from Evolve. But, Evolve is ignoring my communications. I submit that the problems outlined above constitute a breach of contract and deceptive business practices.

  

  Business Response

  Date: 03/26/2025

  We have issued a full refund fund for this stay. 

  Please allow 7-10 business days for processing. 

   

  Respectfully 

  **** Gurton