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: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.

   
  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,
  
  ***** ****rding 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. 

• 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.

   
  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,
  
  ***** **********n. 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
  

  
  

• 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 

• Initial Complaint

  Date:03/10/2025

  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.

   
  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,
  
  ******* ******ithin minutes of being presented. We are still nearly 4 months out from the reservation yet Evolve refuses to communicate, has not fulfilled their duties as the legal intermediary and fiduciary representative of the property owners, has not presented our monetary offers to their client, and has failed to respond by the 4-day deadline given by the booking platform. We seek a full refund of our deposit or an exception to the no pets policy.

  

  Business Response

  Date: 03/18/2025

  Dear ******* ******, 

  Thank you for reaching out regarding your reservation. We understand your concerns and appreciate the opportunity to clarify the situation.
  The property owner made the decision to cancel the reservation directly.

  As a result, Evolve issued a full refund on March 15, 2025. Please allow 7-10 business days for the refund to be processed and reflected in your original form of payment, depending on your financial institutions processing time.

  We regret any miscommunication regarding your requests and apologize for any frustration this may have caused. If you have any further questions, please dont hesitate to reach out.

  Best regards,
  **** ******
  Executive Escalations Manager
  Evolve

• Initial Complaint

  Date:03/08/2025

  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.

   
  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,
  
  **** ******t I did not receive any answer from the owner. Evolve gives customers a Rest Easy Promise, promising to provide insurance for situations like this. But they are not following through with it.

  

  Business Response

  Date: 03/18/2025

  Dear **** ******, 

  Thank you for reaching out regarding your concerns with your Evolve booking. We sincerely apologize for any inconvenience you experienced during your stay.

  We would like to confirm that Evolve has processed a full refund of $1,086.20 on March 18, 2025. This includes:
  $325.86 paid on September 9, 2024
  $760.34 paid on December 16, 2024

  Please allow 7-10 business days for the refund to be reflected in your original form of payment, depending on your financial institutions processing time.

  We appreciate your patience and regret that your experience did not meet expectations. If you have any further concerns, please feel free to reach out.

  Best Regards,
  **** ******
  Executive Escalations Manager
  Evolve

• Initial Complaint

  Date:03/08/2025

  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.

   
  Complaint: 23038341
  
  I am rejecting this response because: it is not yet resolved. I am working with Evolve team who has since agreed to compensate me for the damages. Awaiting confirmation on accountability. 
  
  Sincerely,
  
  **** *****usal to address the situation, I have asked to be removed from their platform. I am filing this complaint with the BBB in hopes that Evolve will take responsibility for their actions and reimburse me for the costs associated with their photographers negligence. Additionally, I would like Evolve to provide contact information for their legal department, as my counsel will be reaching out to discuss next steps. Desired Outcome: - Reimbursement for damages and lost income - A formal acknowledgment of the issue and commitment to better host protections - Contact details for Evolves legal department I strongly caution other property owners about working with Evolve, as their lack of accountability can result in unnecessary expenses and frustration.

  

  Business Response

  Date: 03/17/2025

  Hi ****, 

  Can you reply back with the repair bills, date of incident and dates of interruptions? 

  Thank  you

  **** ******

  

  Business Response

  Date: 04/02/2025

  ****, 

  If you let me know who you are working with I can ensure it get handled. 

   

  Thanks 

  John 

• Initial Complaint

  Date:03/07/2025

  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.

  We are rental property owners listed with Evolve. We have filed claims for damages caused by guests and are being ripped off by Evolve AGAIN. We are getting $497. for over $3000. damage ***orted and documented as requested, when Evolve requested it. I got a quote to ***lace damaged furniture and was told by Evolve that a quote was not enough to get reimbursement. I must buy the furniture and submit a receipt. I did that and then was denied the reimbursement. The ***lacement was exactly the same furniture we had originally and cost me $3000. I told the *** that i didnt' want to buy the furniture and then not get reimbursement because the furniture is made to order and not returnable. She insisted that I must buy it and submit a receipt. Now I am stuck with purchased furniture and have to pay for it with interest because I am not getting any money reimbursed.Other broken items I ***laced & submitted for reimbursement. The window to return those for refund has timed out as Evolve kept requiring more documents, photos and then videos of the damage. We complied with everything they asked. The last *** I spoke with said the time for reimbursement was up (because of Evolve's delay tactics.).Previously our brand new carpet was damaged. Pet stains won't come out. We went to a "no pets policy," and were told by Evolve to have it cleaned, and when the last currently scheduled guest with dogs left, we could have it ***laced at insurance expense. When the time came the Evolve *** said that it would not be ***laced because we had it cleaned, and they would only clean or ***lace it, even though the *** I spoke with at the time of the damage claim said that I should have it cleaned so that other guests would not have such gross carpet in the months between then and the last pet stay. The second thing they said was that the time for the claim was outside the window because the final guest registered with dogs canceled at the last minute, so the time lapsed since the prior guest!

  

  Business Response

  Date: 03/17/2025

  Dear ******** ******

  Thank you for reaching out regarding your claims. We understand your frustration and appreciate the opportunity to clarify our claims process. Our goal is always to ensure a fair and transparent resolution while adhering to the necessary documentation requirements.

  After a thorough review, out of the 14 claims submitted, all but the following were processed accordingly. The claims listed below could not be approved due to missing required documentation:

  CL-0053972 No receipts or proof attached to the claim
  CL-0054131 Proof of damage provided, but no proof of cost/payment
  CL-0049100 No receipts or proof attached to the claim
  CL-0044795 No receipts or proof attached to the claim
  CL-0041411 No receipts or proof attached to the claim
  CL-0096327 No receipts or proof attached to the claim

  As part of our claims process, valid documentationincluding receipts, invoices, or proof of paymentis required to approve reimbursement. Without the necessary supporting documents, we are unable to proceed with payment on these claims.

  We regret any confusion or inconvenience and appreciate your feedback. If additional documentation becomes available, we encourage you to submit it for further review. Please feel free to reach out if you have any further questions regarding our claims policies.

  Sincerely,
  **** ******
  Executive Escalation Manager
  Evolve Vacation Rental

• Initial Complaint

  Date:03/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The *************************** has an app with different views on it to show bookings - one view is the owner, and another the cleaning partner. A booking wasn't shown on the cleaning partner's app and therefore the property wasn't ready for a guest. The guest had to be moved to another location to stay over night before being able to check into the vacation rental. I requested Evolve to refund the guest's cleaning fee as they arrived to an uncleaned apartment. Evolve refunded the fee but out of my money, not theirs. This was Evolve's fault not mine. I also had to pay for the cleaning of the other location the guest was placed so I'm out $225 for a $210 booking. This is the second time this has happened in a year and this time evolve is refusing to credit me back the cleaning fee as they believe an email that was sent regarding the booking is sufficient notification even though it is not. The cleaners live and die by the app as they are responsible for over 50 properties. There's no way they can manage those via emails. Can you imagine if ****** said too bad the app didn't work, we sent you an email???

  

  Business Response

  Date: 03/14/2025

  Dear ***** *****, 

  Thank you for bringing this to our attention. We sincerely regret the inconvenience caused by this booking discrepancy and understand the frustration this situation has caused. We appreciate the time and effort you put into ensuring the guest was accommodated and recognize the additional expenses you incurred as a result.

  We acknowledge that the issue arose due to a discrepancy between the apps display for cleaning partners and the actual booking records. While our intention is always to ensure a seamless experience for both owners and service providers, we understand that system limitations in this case resulted in an unintended oversight. We truly value your partnership and want to make this right.

  To resolve this matter, we will be issuing you a full refund for the $225 incurred. Please allow 7-10 business days for processing and delivery.
  We also appreciate your feedback regarding communication methods. While email remains a primary notification channel, we recognize the critical role the app plays for cleaning teams managing multiple properties. We will be reviewing this internally to identify ways we can improve our processes and prevent similar issues in the future.

  Again, we apologize for the inconvenience and appreciate your patience as we work to make this right. If you have any further concerns, please do not hesitate to reach out.

  Sincerely,
  **** ******
  Executive Escalations Manager
  Evolve Vacation Rental

• Initial Complaint

  Date:03/06/2025

  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.

   
  Complaint: 23028978
  
  I am rejecting this response because: As I stated it was not the roadways leading to the property the black ice and lack of access was ON your property as seen in the picture. Again, Evolve continues to show now real remorse because in all communications with EVOLVE I have been forwarded to other organizations for help. I have proof of that in emails where Evolve suggested I reach out to the travelers insurance that I paid for help as well as now suggesting I reach out to  ********** public road works. THIS ENTIRE incident occurred ON the property. See images in my initial message. AGAIN, there was absolutely no maintenance of the ice for the guest safety on the property as well as no signage or notification to us before arriving to this property that there was any potentially dangerous issues. Evolve is saying they "apologize" for the horrible experience yet shows zero actions to back that up. There have been NO attempts on EVOLVE's part to actually fix the issue. We are requesting a full refund for this. No requests have been made to evolve at this time to compensate us for any of the trauma we experienced on the property or additional expenses that we incurred having to find a new place to stay or financial compensation for the ruined vacation. We are not making any unreasonable requests simply to be refunded the entire balance of what we paid to stay at this property due to the lack of care of EVOLVE to properly maintain the safety of their property and their guests.  
  
  Sincerely,
  
  ****** ******nd our ETA. I notified him we could not get to the room because of the ice. I was in tears and hysterical. He offered verbally to give me a refund but said he couldn't guarantee the amount. I asked him to reach back out the next day to confirm and we had to find somewhere else to stay due to this. I also had extreme trauma from this that caused chest pain. I did not seek medical care. I reached out to Evolve after we returned home and they denied any support or refund citing that this was "weather related". It was in fact NOT weather related as there was no weather event at that time. It was simply due to lack of maintenance by the property to put out salt or take action to prevent injury to guests and provide for their safety! I am attaching proof of my experience. I also paid for insurance just in case as I always do. Evolve's only other response was to call them. So basically they took my $500+ and costed me personal trauma on what was supposed to be a nice trip and are ok with it.

  

  Business Response

  Date: 03/13/2025

   Dear Mrs. **************** are truly sorry to hear about your experience and understand how distressing it must have been for you and your husband. Guest safety is always a top priority, and we never want anyone to feel unsafe or unsupported during their stay. We sincerely empathize with the fear and trauma you described and hope that you and your husband are doing well following this incident.

  We understand your concerns regarding the icy conditions on the road leading to the property. While black ice can be especially dangerous and unpredictable, public roadways and shared access areas outside of the property itself are typically maintained by local authorities or homeowners' associations rather than individual property owners or vacation rental management companies. In this case, the homeowners' association responsible for road maintenance is:

  Gatlinburg Summit HOA
  ******************************
  **********, **
  Phone: ************

  Because of this, neither Evolve nor the property owner has direct control over or responsibility for road maintenance, including ice treatment.
  Regarding your request for a refund, we appreciate you reaching out and recognizing the verbal conversation you had with the property owner. While we always strive to be as accommodating as possible, our policieslike those of most vacation rental providersdo not typically allow refunds for conditions beyond our control, including naturally occurring hazards like ice formation. Travel insurance may provide coverage for unexpected disruptions, and we encourage guests to review their policy details for potential options.

  We genuinely regret that this situation impacted what was meant to be a special trip for you. Your feedback is important, and we will continue working to provide clear communication about local conditions to help future travelers be as prepared as possible. If you would like to discuss this matter further, we are happy to speak with you directly to address any remaining concerns

  Sincerely,
  **** ******
  Executive Escalations Manager
  Evolve Vacation Rental

  

  Business Response

  Date: 03/24/2025

  This guest ****** ******, 

  Has an active dispute charge with their bank. We can not move forward to a resolution through the BBB until the solution / resolution / outcome of that claims is closed. 

  Please feel free to reach out once the charge dispute has been closed. 

  Thanks 

  John 

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23028978
  
  I am rejecting this response because:  you stated I have an active dispute against this with my bank and that is false. I have no dispute with any bank as these charges were paid with my Mastercard and have been paid in full prior to me arriving at the property. The only dispute I have is with EVOLVE and I am requesting a full refund from EVOLVE for this trip. I don't know where you are coming up with this excuse. I am only getting "excuses" from EVOLVE. No solution. It feels to me if EVOLVE refuses to take real accountability for this. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 13, 2024, I informed the Evolve Team that we would not be able to take the rental property because of a death in the family. Taitiana M from the team said not to worry. That we could reschedule for the following year. In February, I contacted the Evolve Team and spoke with Lily who said, yes, we could now schedule our dates. However, she said we needed to get confirmation from ***********. I reached out to *********** who said I needed proof from correspondence with the Evolve team that we could change the date. I sent them a copy of the correspondence. Now the Evolve team says the owner of the property won't change the date or give me back my money. I am being sent around a circle. We could have been told this in the first place and would have sent someone else in our place. Now we are out of money. I want a refund.

  

  Business Response

  Date: 03/11/2025

  Dear Bathsheba Zion. 

  First and foremost, we want to extend our deepest condolences to you and your family during this incredibly difficult time. We understand that no words can ease your loss, but please know that our thoughts are with you.

  In light of your situation, we have reviewed your request and will be issuing a full refund as a gesture of compassion and support. We hope this provides some relief as you navigate this challenging time. A refund check will be processed and sent to you shortly.

  
  If there is anything else we can do to assist you, please dont hesitate to reach out. We truly appreciate you reaching out and wish you and your loved ones strength and comfort.

  
  With sincere sympathy,
  **** *********************start="783" data-end="786">Executive **********************************start="801" data-end="804">Evolve