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:02/13/2025

  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.

  Several times I have gone to HomeExchanges and found missing amenities/false advertising. For example, no advertised washer/dryer, fireplace, dishwasher etc. I believe by advertising these amenities, the host charges more points. It is not in good faith. I do not falsely advertise my NYC property. I expect the same in return but HE told me to not escalate it to them when hosts fail to meet their promises. They want me to speak the entire trip negotiating with the shady hosts. Thats not possible for me. They are useless. Most recently, due to my disability, the owner overriding the heat from afar while I had in sub zero temps in ******** made me ill. It was too cold to sleep or function in the home. The owner wanted the downstairs heat to max in the 60s and the upstairs to remain non functioning for the bedroom. She also false advertised. I am used to that with. HE. Its the Wild West. But the lack of heat and refusal to allow me to use it was intolerable and reported to HE and the owner immediately sent a friend into the home to go through my things, eat my food, and saw dog equipment because I have a service dog for my disability. Home exchange and the owner threw me out within a hour. We had to call the police. They said in ******** we have no rights and considered it an ******. All because I escalated the lack of heat to the *************** They would not find me another place so I was homeless with all my stuff and my service dog packed in my car like a refugee. I found a hotel far away. HE lectured me to not file complaints with them and blamed me for wanting to not be freezing cold with a non responsive landlord who kept the $185 cleaning fee. Imagine being kicked out immediately for complaining about lacking heat. Then HE blamed it on the service dog also. But the laws in the ** allow her to travel with me and I do not need permission. (It was a pet friendly unit but a service dog is not a pet). ******

  Business Response

  Date: 02/14/2025

  Hello *******,
  Thank you for reaching out to share your concerns. We understand that this experience was difficult for you, and we appreciate the opportunity to clarify what happened.
  Firstly, we want to emphasize that HomeExchange did not ask you to leave the home. Your host made that decision based on concerns regarding your interactions: They provided us with screenshots of your conversations in which name-calling occurred.  Additionally, they shared photos showing that the thermostat was set to 73F.
  Regarding the cleaning fee, we regret to inform you that HomeExchange does not manage or intervene in cleaning fees, as these are arranged directly between guests and hosts. 
  However, per our policy, we did reimburse you for your hotel costs up to our policy limit. The hotel you stayed at was located less than 15 minutes from the original exchange home.
  Since this was a reciprocal exchange at zero GuestPoints and the other part of the exchange will not occur, you were expected to provide GuestPoints to your host for the nights you spent in their home. However, as a goodwill gesture, we have waived this requirement.
  Also, It is important to remember that HomeExchange is a home-swapping community, not a rental platform. The majority of homes on our site are private residences and do not have to comply with hotel regulations such as those outlined in the Americans with Disabilities Act ****** Our members also have the right to decide whether they welcome animals into their homes. If you would like more information on our policy regarding service animals, you can find it in our FAQ under ********************* Animal Policy".
  We always strive to facilitate fair and respectful exchanges between members, and we encourage open communication to resolve concerns as they arise. We are sorry that this exchange did not meet your expectations, and we appreciate your feedback.
  Best regards,

• Initial Complaint

  Date:02/04/2025

  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 have almost ****** points which I accumulated over years on my homeexchange account that I last tried to use last year. My place rents for 150 a night normally, its an apartment on the beach on a Greek island and I give it to homeexchange members for about 120 points a night. If you do the math then its about 83 nights, and at 150 per night for that apartment its a value of about ******. If you look at this in those terms then you will understand that my account is valuable. I am willing to work with home exchange but I want to be treated fairly and right now theyre not willing to reinstate my account. There is complaints by two guests because of an exterior room that was filled with some plants and didnt like the smell from it. There were some other issues such as Internet signal, which I tried to rectify. In the end, I did a total renovation of my place provided new pictures and showed evidence to Home Exchange that its a completely new property now and all issues have been resolved and they still refuse to reinstate my account. I even asked them to just let me use my points and I dont need to list my property anymore (which doesnt make sense because its a completely new property now), But they just ignore this fact, even when I presented a link from my ****** listing which has positive reviews and yields more per night than probably most of the listings on their site. This is due to the fact that its updated more than any property on their site and its right on the beach. Which is very rare for accommodations on their site in ******, especially on a Greek island like *****. All I want is to be treated fairly and to use my points which were accumulated over the years. So you see that this is an issue of customer loyalty. I have been a user for many years.and this company just discarded me. I dont wish to advertise this on the internet but I will continue to do so and consider partnering with other exusers to take action if necessary

  Business Response

  Date: 02/06/2025

  Dear *****,
  We understand your frustration regarding the closure of your account. However, our decision remains final, and your account will remain closed.
  As stated in our Terms of Use, ************ reserves the right to close an account without justification and without compensation when a member acts in violation of our Terms, good conduct rules, values, or ethics. Additionally, upon account closure, all accumulated GuestPoints are forfeited.
  While we acknowledge your efforts to improve your property and your past contributions to the platform, this does not change our position. We appreciate your understanding and wish you the best in your future endeavors.
  Best regards,
  

  Customer Answer

  Date: 02/06/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  
  
  Home exchanges response is one sided. My actions to rectify the account through an extensive renovation and to suggest an alternative solution where my home will not be listed but I am able to use my points as a guest was reasonable.
  

  A new account was also created on your site with a similar home by my company recently which proves your company and management are complete hypocrites. Maybe because I had so many points it was in homeexchanges best interest to confiscate my points since using my points would be less profitable for you. Sort of a scam if you really look at it from this perspective. 
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:02/03/2025

  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.

  We have been loyal HomeExchange members completing 40 exchanges without issueuntil our most recent experience, where we were financially deceived by a host. Instead of supporting us, HomeExchange penalized us, the victims of fraud, and allowed the host to continue using the platform without consequences. This has made us realize that HomeExchange is not a safe platform for guests or hosts who value fairness and transparency.Details:Financial Fraud by a Host: The host misled us into paying for an expensive dinner (~$400 CAD) that we neither ordered nor agreed to. This directly violates HomeExchanges own policy, which states:"Home exchanges take place without economic transactions between members. The only required payment to begin exchanging with ************ is the annual membership fee. The only fees allowed are cleaning fees (or the tourist tax when required for exchanges).HomeExchange Silenced Us Instead of Addressing the Issue:We left a factual negative reviewour first negative review in 40 exchangesto warn other members about the deceptive behavior.The host then filed a complaint against our review, and HomeExchange sided with the host, deleting our review and preventing us from warning others.Violation of HomeExchanges Own Review Policy:HomeExchange states: "Once the review is submitted, you cannot modify it as it is against our policy." Yet, they removed our review, disregarding their own terms.The host had already left us a positive review, but HomeExchange also removed that.Their policies state that hosts can respond to a negative review after 40 days, but instead of allowing that, HomeExchange erased all evidence of the issue.Failure to Protect Members from Fraud:By suppressing negative experiences, HomeExch allows deceptive users to remain on the platform, increasing risks for future guests.This jeopardizes the safety of honest members, who may unknowingly engage with fraudulent hosts due to artificially positive reviews.

  Business Response

  Date: 02/06/2025

  Hello Vishnu,
  
  Thank you for reaching out.
  We have carefully considered the concerns expressed by both parties and, after careful review, we made the decision to remove both reviews:  The other party reached out to inform us that your review contained defamatory statements and inaccuracies. Both sides strongly believed in the integrity of the reviews, which created a clear conflict. To ensure fairness and maintain the respectful, constructive spirit of our platform, we decided to remove both reviews.
  Additionally, as per our Terms of Use (TOU) , both Host Members and Guest Members may leave reviews of the Accommodation. However, the review in question was not related to the accommodation itself. Our TOU also state "HomeExchange reserves the right, at its sole discretion, to refuse to post or remove a review."
  We understand your frustration and take your concerns seriously. We continuously strive to ensure the integrity and fairness of the platform for all members.

  Customer Answer

  Date: 02/16/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  Dear BBB and HomeExchange,
  I reject HomeExchanges resolution and maintain that their actions violate their own stated policies while misleading their customers and members.
  HomeExchange Is Misrepresenting the Integrity of *********************start="492" data-end="495">HomeExchange claims neutrality, yet it has chosen to remove my review while taking no action against the host who engaged in unethical behavior. Instead of fostering transparency, HomeExchange actively suppresses negative reviews, creating a false image where all exchanges are positive. This misrepresentation is misleading to potential customers and members who rely on the platform for safe and fair exchanges.
  HomeExchanges Justification Is Flawed and *************************************start="990" data-end="993">HomeExchange states that my review was removed because it was not directly related to the accommodation. However, their own Terms of Use (TOU) allow members to review an exchange experiencenot just the physical accommodation. The circumstances I described (unexpected financial demands and a lack of transparency) were a direct part of my exchange experience and should be permitted under HomeExchanges own guidelines.
  Furthermore, HomeExchanges policies clearly state that members have the right to respond to a review after 40 days. If HomeExchange truly valued fairness, it would have followed this guideline, allowing the host to provide their side rather than silencing both parties. Instead, by suppressing my review, they have taken a clear stance in favor of the hosts complaint, which directly contradicts their assertion of neutrality.
  HomeExchanges Approach Encourages Unethical Behavior and **************************start="1931" data-end="1934">Whenever someone is accused of wrongdoingwhether financial misconduct or more serious offensesit is common for the accused party to deny wrongdoing. However, the appropriate response is not to erase the accusation altogether but to allow transparency so that future members can make informed decisions.
  By removing my review, HomeExchange enables dishonest or unethical hosts to continue deceiving guests without consequence. This sets a dangerous precedent and creates an unsafe environment for members who trust HomeExchange to facilitate fair exchanges.
  HomeExchange *******************************************start="2553" data-end="2556">By actively removing negative reviews that warn members of unethical behavior, HomeExchange may be engaging in deceptive business practices. Consumers have a right to accurate and truthful representations of a service, and suppressing negative experiences could be seen as a violation of consumer protection laws and unfair business practices regulations. The ************************ (***) Act prohibits misleading business practices, and HomeExchanges removal of legitimate reviews that warn other members may fall under deceptive or unfair business practices.
  Additionally, the Consumer Review Fairness Act (CRFA) protects consumers from having their honest reviews removed. While businesses may remove factually false reviews, HomeExchange has not demonstrated that my review contained inaccuraciesonly that the host disputed it. This is not a valid reason for removal under consumer protection laws.
  Fair ****************************start="3520" data-end="3523">A truly fair resolution would be for HomeExchange to take action against the host who engaged in wrongdoing. At the very least, a fair approach would be to allow my review to remain on the platform and permit the host to respond so that future guests can make an informed decision. By deleting both reviews, HomeExchange has protected a host with unethical behavior rather than prioritizing transparency and accountability.
  Given the above, I urge HomeExchange to:
  Reinstate my original review as per their own policies.
  Compensate me for the $400 financial loss I incurred due to this exchange.
  Commit to enforcing their policies fairly to protect future members.
  I request that HomeExchange reconsider its stance and issue a resolution that prioritizes fairness, transparency, and member safety.
  Sincerely,
  Vishnu
   
  Regards,

  Vishnu

   

   

  Business Response

  Date: 02/19/2025

  Dear Vishnu,
  As per our Terms of Use, HomeExchange reserves the right to remove reviews that are defamatory or used as a means of extortion. Specifically, our Terms state:
  "Each Member who provides a review, response, or rating agrees to provide only accurate information that is not defamatory and does not contain offensive language. Reviews, responses, and/or ratings shall not be made solely for the purpose of extortion. HomeExchange may decide, at its sole discretion, to refuse to post a review, response, or rating." "HomeExchange may decide, at its sole discretion, to refuse to post a review"
  The decision to remove the review in question was also based on clear evidence provided by the host that you offered to remove your review in exchange for payment. Such conduct directly violates our Terms of Use, and we maintain a strict policy against extortion or manipulation of our review system.
  
  Best regards,
  HomeExchange Team

  Customer Answer

  Date: 03/07/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Dear HomeExchange Team,
  I want to address your response on the Better Business Bureau platform, as it misrepresents the situation and unfairly accuses me of violating your Terms of Use.
  First and foremost, I did not engage in defamation or extortion. My review was a factual account of my experience, supported by concrete evidence, including bills and other material. Your own team initially reviewed my claims and found them valid, allowing the review to remain posted. However, it appears that after further communication with the host, you reversed your decision without justification.
  Secondly, I did not attempt to extort the host. In reality, I was the one who was financially exploited. The host pressured me into paying for an extravagant meal16 dishes, including boxed meals for laterunder the false pretense of hospitality, a direct violation of HomeExchanges policies, which explicitly state that guests are not obligated to pay for anything beyond clearly stated fees. When the host later contacted me acknowledging the situation (see attachment), I gave them the opportunity to correct their actions by reimbursing the cost of their own bill (see attachment). This was not an attempt at extortion but an effort to seek fairness in a situation where I had been misled. I was fully transparent with HomeExchange about this interaction, as evidenced by my communications with your team (see attachments).
  At its core, my review was meant to warn other members of the HomeExchange community about a host who took advantage of their guest. Removing my review not only undermines your stated commitment to transparency but also creates an unsafe environment for future members, who now have no way of knowing about this misconduct. Your decision directly contradicts the principles of fairness and consumer protection, which are upheld by business regulations in ******************
  Furthermore, this experience and HomeExchanges handling of it have caused significant distress. Instead of addressing a clear violation of your platforms policies, you have chosen to suppress valid criticism and side with a deceptive host, effectively punishing the victim. This sets a dangerous precedent where hosts can exploit guests without accountability.
  I urge you to reconsider your stance and reinstate my review in the interest of fairness, transparency, and the well-being of your community.
  Sincerely,
  Vishnu and Chiara

   

   

• Initial Complaint

  Date:10/14/2024

  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 am writing to address the recent email I received regarding the termination of my account due to complaints from other members. I have been a ************ member for about 3 years, with over 75 exchanges and a track record of consistent 5-star reviews. I find it difficult to believe that there are any legitimate complaints against me, given my positive interactions and feedback from every guest. My history on the platform reflects a commitment to upholding community standards, and I am perplexed as to how this decision aligns with my record.Recently, I had to cancel an exchange due to health issues. Fortunately, HomeExchange secured alternative accommodations for the guest. Unfortunately, the guest responded by sending me offensive and toxic messages regarding the cancellation. I reported this behavior to ************* customer support and, following their recommendation, blocked the individual.After my account termination, I lost all my guest points and scheduled travels. Despite the offensive behavior of the guest, their account remains active, which I perceive as discriminatory. Furthermore, my fellow guests and I had already booked our flights and made travel plans based on our finalized exchange, leading to potential losses on non-refundable tickets. Additionally, I hosted HomeExchange guests for a month to accumulate ***** guest points, all of which have disappeared with my account termination. HomeExchange benefited from using my place for a month, yet there is no accountability for this situation.I am demanding that HomeExchange compensate all my losses, including the ***** guest points that were forfeited upon termination. I believe my positive track record and the lack of substantiated complaints warrant a reconsideration of this decision. Unfortunately, I have been unable to communicate or receive any feedback from your customer service regarding this matter.Thank you for your attention to this issue. I look forward to your prompt response.

  Business Response

  Date: 10/16/2024

  Hello Ersin, 
  
  As per our Terms Of Use, if a Member behaves in a manner contrary to our rules of good conduct, values, or ethics, or violates any law or rule, HomeExchange reserves the right, without justification and without compensation, to close the Account.
  
  HomeExchange may close the Member's Account without warning or formal notice. 
  
  You may find our Terms of Use here:
  *********************************************************
  
  
  All the best, 

  Customer Answer

  Date: 10/16/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Home Exchange has not provided any evidence of my violating any rules, aside from what appears to be photoshopped text messages. I would appreciate clarification on which specific terms I am alleged to have violated. Thank you.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

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

   

   

  Business Response

  Date: 10/19/2024

  
  Dear Ersin,
  
  After a thorough review, we can confirm that your account was closed due to a violation of our Terms of Use.
  We have reviewed the evidence supporting this decision, which includes communications that clearly demonstrate actions in breach of our guidelines. 
  
  Best regards,  
  
  HomeExchange Team  
  
  

  Customer Answer

  Date: 10/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  i dont believe there is a single material that you guys actually have. I also have a proof of the same materials and i havent seen single clue what can cause violation. 

   

   
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

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

   

   

• Initial Complaint

  Date:10/06/2024

  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 want to formally lodge a complaint against ************* regarding a recent experience that has adversely affected my membership and reputation within their platform.I (with my party of 3) finalized a home exchange with a fellow member in *******, ***** from July 19 to August 8, 2024. Following this exchange, the host was permitted to post a review containing false statements, specifically that I had extra unapproved guests and overstayed the agreed dates. No other guests entered the home and I did not overstay (see train tickets and hotel proving my departure)--I even let the host know we were departing a couple of days early! The host gave me the lowest score for trustworthiness, which is particularly damaging as only three people have reviewed me on my profile. This score will significantly impact my ability to connect with other potential exchange ************** is paramount in home exchanges, and a low trustworthiness score will make it exceedingly difficult for me to utilize my paid membership effectively. The false review on my profile even violates Home Exchanges stated policies against defamatory statements. They state at *********************************************************************************************************** "No offensive or defamatory language will ever be tolerated." and that this includes, "Making unfounded accusations about your host or guests behavior." I contacted ************* via their online form on Sept 29, 2024 requesting the review be removed. Despite my efforts to provide the attached proof refuting these claims, Home Exchange replied via email and said that they could not remove even false reviews and assured me that I would not face difficulties finding future exchanges. However, the reality is that I am now unable to use my $220 membership due to this unjust review.Home Exchange should remove the false duplicated review, as it is detrimental to my standing within their community and violates their own guidelines.

  Business Response

  Date: 10/10/2024

  
  Dear ****,
  
  We understand that reviews can sometimes be sensitive and even upsetting. After reviewing your concerns regarding the mention of extra guests, we got in contact with your exchange partners, and we have removed that specific part from the review to ensure it better aligns with your feedback.
  
  We want to reassure you that your input is important to us, and we strive to make sure that the review process remains fair and transparent for all members. You can view the updated version of the review using the link below:
  
  ****************************************************
  
  If you have any further questions or would like to discuss this matter further, please dont hesitate to reach out to our member support team.
  
  Were here to assist you in any way we can.
  
  Thank you for being a valued member of the HomeExchange community.
  
  Best regards,  
  
  The HomeExchange Team

  Customer Answer

  Date: 10/10/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. 
  

  Although the business corrected the inaccurate information in the written portion of the review, the rating is still the same. The inaccuracy was a trust issue, stating I had other guests, and  stayed longer than contracted. Trustworthiness is still rated poor even though I submitted proof. This rating affects my ability to use the platform to its fullest potential. 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business Response

  Date: 10/17/2024

  Dear ****,
  
  We have spoken with your host, and they have agreed to remove the part of the review that references the extra guests, which we hoped addressed part of the issue you mentioned.
  
  However, your host has explained that they experienced a significant increase in their utility bill due to the air conditioning being left on, which caused them quite a bit of frustration. As a result, they are not comfortable adjusting their overall ratings.
  
  I understand that this may not be the resolution you were hoping for, but it's important to recognize that we cannot change how hosts feel about their experience. Our goal is always to facilitate open communication between members while respecting each party's perspective.
  
  Best regards,  
  

  Customer Answer

  Date: 10/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Since the review was modified, and my posted response still reflects the omissions,  I would like to modify my response to the written review. If this can happen I will drop this case and close it. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:09/08/2024

  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.

  One week before my arrival date, my host cancelled my reservation for no valid reason. I had purposely booked something within the city limits of *********, because all my engagements were in the city limits. HomeExchange then sent out inquiries (after I had written to them 5 times) to other properties around ********* and got 1 possible answer. The only problem was that this property was over 30 km (19 miles) outside of the city limits, where I would have to travel by public transportation more than 1 hour to get there. I would also have to travel through some very unsafe neighborhoods to arrive at this location. Travelling through these neighborhoods at night is very unsafe, especially if you are a single woman, so naturally I could not accept this arrangement. HomeExchange then informed me that they had offered me a place and I did not accept, and therefore they were not going to reimburse me for hotel expenses. This is the truth and people need to know the truth.HomeExchange hides behind their corporate fine print, saying they have the right to find another exchange location that is within 50 km (31 miles) from the original reservation. It is all fine and dandy until your host cancels, then you are on your own, this the dark side of HomeExchange. I had been a loyal member of HomeExchange for at least 5 years, where I have paid my membership fees on time and had done several successful exchanges. I asked for ***** points for damages/suffering/other costs, but they denied that as well, claiming their corporate fine print.

  Business Response

  Date: 09/10/2024

  Hello ******, 
   
  Thank you for your comment. 
  I want to express my sincere empathy regarding your recent experience, but also provide some clarity concerning your inquiry. 
  
  When an exchange is cancelled by the host, the guest receives a full GuestPoints refund. 
  We then offer our help to find a replacement exchange, and only if we fail to do so, do we apply our guarantees and reimburse you for your rental costs. 
   
  Although I understand you were searching for a replacement within the city limits, the replacement found did match the criteria from our Conditions for a replacement exchange as it was located 19km from the original exchange. 
  
  Our Terms of Use, which you agreed to upon registration, stipulate: 
  "If a Host Member cancels an Exchange, HomeExchange staff will use their best efforts to offer the Guest Member one or more alternative Accommodations to stay in instead.
  The basic allowances of a replacement Accommodation are as follows:
  For all offers:
  Sleeping capacity corresponding to the number of guests
  Hot and cold water supply
  Electrical supply
  Refrigerator
  Bathroom
  Kitchen unit
  The replacement Accommodation must be located within 50km of the original Accommodation."
  
  Our policies are in place to ensure fairness and consistency for all members.
  
  To show our appreciation for your continued support, we have credited your account with 500 GuestPoints. You can use these points for a 3 to 4-day GP exchange on us, as a gesture to enhance your experience with our community.
  
  I truly hope that future exchanges will meet your expectations and provide you with the positive experience you deserve.
   
  Warm regards,

  Customer Answer

  Date: 09/13/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 09/17/2024

  
  Dear ******,
  
  We sincerely apologize for any distress this situation may have caused.
  
  We would like to clarify that, according to our Terms of Use, we are not obligated to provide any reimbursement. However, the 500 GuestPoints we offered were extended as a gesture of goodwill to acknowledge your experience.
   You can view the *** here:
  *********************************************************
  
  We understand that you feel differently, and I regret that our settlement did not meet your expectations.
  
  Thank you for your understanding.
  
  Best regards,  
  

• Initial Complaint

  Date:08/12/2024

  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 planned a guestpoint home exchange for 4 nights in **** from 7/20/24 to 7/24/24. We arrived at the vacation home in **** at 7:30pm on July 20th during an emergency heat alert ********************************************** to find that there was no air conditioning in the home even though it was listed as having AC. We only searched for homes with AC when looking.It was over 100F in the apartment and we knew we wouldn't be able to stay so we contacted SOS home exchange as recommended. Home Exchange attempted to find an alternative exchange but were unable so we had to book a last minute hotel for 4 nights instead. The hotel cost $940 for 4 nights.We have not received any reimbursement or compensation for this unfortunate experience. Subsequently, I have tried to resove this by email but customer service has only offered $120 reimbusement for one night even though the terms and conditions cited state that I should be reimbused $120 per night up to 15 nights.Home Exchange Terms of Use:"If HomeExchange is unable to find at least one alternative Accommodation option for the inadequate or inaccurately-described Accommodation, the GuestPoints will be returned by the Host Member to the Guest Member and the Guest Member will be entitled to either of the following benefits: Rehousing costs for a period equivalent to that of the scheduled Exchange, upon presentation of rehousing invoices on the same dates as the canceled Exchange, up to a maximum of $120 USD/night (or $350 USD/night for *********************** Services). The guarantee will cover up to 15 nights. That is, a maximum of $1,800 USD per canceled Exchange (or $5,250 USD per *********************** Exchange);"

  Business Response

  Date: 08/13/2024

  Hello *****, 
  
  Thank you for reaching out.
  Indeed, there was a misunderstanding regarding your eligibility for guarantees during your stay: You are indeed eligible for the guarantees for the four nights.
  Our support manager has emailed you, requesting the necessary documentation in order to process your refund. 
  
  All the best,

  Customer Answer

  Date: 08/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:08/07/2024

  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.

  In alignment with the July 26, 2024 review that I left on Trust Pilot, by M.B., I continue to have problems and no resolution from Home Exchange.In Home Exchange's response to the review I left, they claim that reviews from members must be accurate.However, they have information - both in writing on the messages I exchanged with the host and verbally give their "customer service" interactions with the host and myself - that proves the host did not leave an accurate review (e.g., a "1" rating on politeness, when every single interaction with the host, as documented in writing, is nothing but polite. There is no room for interpretation, particularly given the politeness was extended despite noteworthy failures of the host...)Home Exchange has promised to return my phone calls on at least two occasions. I have yet to receive any response.They have promised - as their policy allows and encourages - they will post my response to the host's inaccurate review. They have not posted my response. Instead, they want to dictate my response. When I denied their dictation, they stopped responding Repeatedly, they fail to provide resolution and any accessible, reliable customer service.

  Business Response

  Date: 08/29/2024

  Dear ********,

  Thank you for reaching out.

  HomeExchange does not verify or guarantee the accuracy of reviews. Nevertheless, we were actively looking to find a solution and the settlement we offered is to remove both reviews. 

  In case of additional questions, we are here.

  Best regards,

   

   

• Initial Complaint

  Date:05/11/2024

  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.

  This home I thought I was getting isn't "newly built" as advertised. The home is a remodel of a dilapidated old house the owner purchased in 2021, of which he didn't rebuild the staircase entirely and I tripped and nearly broke my foot coming down the stairs. The stairs are a danger and a hazard.Home Exchanges Non-conformitypolicy clearly states that if the home does not match the information from the listing then any Guest Points applied can be returned the guest. Home-sharing/swapping has strict ordinances in this particular city requiring permits and business licenses that appear not to be in compliance with. There were other problems as well: construction was happening across the street and behind the house, and there were drunks in the back alley. I left early the next morning after being there for one night.Home Exchange has refused to credit back my Guest Points I used on this transaction, even when they ultimately have the power to do so. I used to speak highly of Home Exchange to family and friends, but not anymore. Their customer service and business practices have declined considerably this past year.

  Business Response

  Date: 05/15/2024

  Hello ******* ,
  
  First off, I am really sorry to hear that you almost fell coming down the stairs; We sincerely hope you are safe and doing well. 
  As you left the property early, we have now fully refunded your GuestPoints. 
  We genuinely want to make amends for any inconvenience caused and ensure that you had a positive experience with our company.
   
  We are very sorry to hear that the host claims that his home was newly built instead of remodeled. We will contact him regarding the issue: providing false or misleading information is prohibited.
  We do use various tools and procedures to screen Members, however, we do not independently verify all information posted by its Members on their Listings. 
  
  In most cities, Home ******** is not considered Short Term Rental, as the exchange isn't for profit. 
  
  We value your continued support as a valued member and look forward to serving you in the future.
   
  All the best,

  Customer Answer

  Date: 05/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:12/12/2023

  Type:Order 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 have been premium member of Home Exchange for 2 years. I'm already paying the annual membership for them to be covered for their guarantees. Someone stayed at my place and they lost my keys. Due to security concerns, I replaced the keys and asked for compensation. Home Exchange is denying to pay me for my rights. It is clearly stated under their guarantees that I'm covered for such incidents. They have been telling me that the host is willing to pay the half of the cost and this is so unprofessional. They are not processing their guarantees and I think this business shouldn't operate in ***. This creates a lot of security concerns for *********. Here is their link and it clearly states how they should they covers the small incidents: ******************************************************************************************************************************************************************************************* section about this incident. "As a host: A deposit of up to $500 USD is payable by your guest for minor damage.HomeExchange covers property damage up to $1,000,000 USD.HomeExchange covers you in the event of theft."I would like your help to get my refund for this incident please.Thank you *****

  Business Response

  Date: 12/13/2023

  Hello *****, 
  
  As per your conversation with ****** today, a refund has been credited to your account. 
  We apologize for the inconvenience, and appreciate your ongoing support and commitment to our website. 
  
  All the best,

  Customer Answer

  Date: 12/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************