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:09/27/2024

  Type:Facilities 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 rented a house in New Hampshire for myself and a group, In August for four days. The initial Ad stated there was a shared pool so I assumed it was in a neighborhood that maybe had a community pool like a gated community. It was actually a pool we had to drive to in order to get there. They have since fixed the advertisement . Then upon arrival they left a letter and said there was no internet but they were working on it we had six kids no internet and a pool we had to drive to. I feel I should have been warned ahead of time about the internet being down as I had a work meeting that I missed due to this. I also could have planned better for the kids. Any time I asked Vacasa about the internet they would say someone would get back to me, however no one ever did. The grill was filthy with a ton of grease on the bottom which made it unusable. Then we had a problem with the elock. The door wasnt locking when we left the house, I tried to get help but again was told someone would get back to me but no one ever did. This caused an adult to have to stay behind during outings. m looking for compensation for the inconveniences that kept happening its been 2 months and Vacasa is still working on it this property management company is terrible. Im very disappointed.

  Business Response

  Date: 10/07/2024

  Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. With regard to the listing, we list the pool as an amenity, and it’s noted it is a shared pool. Which was provided. The information about passes to the Loon Mtn Health club are noted in your trip manager. As the pool was available and we sent someone to assist with the other issues, we do not feel as though compensation is warranted. 

• Initial Complaint

  Date:01/02/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, This complaint is regarding continued harassment in the form of unsolicited calls, e mails and direct postal mailings. I have requested - respectfully on multiple occasions to remove me from their contact lists. This entity has no sense of responsibility or conscious able level of respect. This is not a reputable business, the sales associates have no ethics, or any sense of customer based approached to their tactics. Simply put, I want this group to leave me alone. Legal counsel has been contacted and is aware or the endless continued harassment. I have documented the interactions, and all has been provided to my counsel. The Vacasa rep Kristen B**** in this particular instance has been directly notified and will be personally noted in legal proceedings if the harassment does not cease and desist upon the final request to her directly as well as the group she owns/represents and or is affiliated with. It has been a very simple request to which continues to go on unattended and not respected.

  Business Response

  Date: 01/08/2024

  Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. Please use this link to be removed from our mailing list. *************************************

• Initial Complaint

  Date:08/17/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 Vacasa property in Maine for the dates of 8/10/2023 to 8/15/2023. Total rental cost was $1700. The cabin location was perfect as we were on the lake for our family vacation. In the advertisement it states that the water is not drinkable as it comes from the lake however bottled water and a bubbler is provided.
  
  When we got to the rental we noticed trash on the ground outside of the cabin and the grass was uncut. We picked up the garbage and moved on. Upon entering, the kitchen was not cleaned, there was standing dirty water (about 3 inches) in the kitchen sink, garbage on the counter tops, and melted icecream on top of the fridge. We completed a walk through to find the bathroom also uncleaned and used towels still hanging upstairs in the bedrooms. We also found that there was absolutely no drinking or potable water. I called the Vacasa line and a representative stated they'd refund the cleaning fee and put in maintenance ticket with local management about the sink.
  
  The next day, no one called or showed up about the sink. So I called and was told the local team would check in with me. Well, I called 2x a day and followed up via email every day of our stay only to be told the same thing over and over "A ticket was put in and the local team would get back to me." We checked out on Tuesday 8/15/2023 to the standing water STILL in the sink. I've not heard anything from Vacasa to settle this. Not only this but every phone number you dial goes directly to the same call center, with ALL remote operators. Their connections are terrible and half the time the call is disconnected. Try explaining to them the problem and all they do is follow their script about the local team.
  
  This problem still needs to be rectified, as I'm sure the next person checking in ran into the same problems we had. You pay for a cleaning that doesn't happen, no potable or drinking water that was told would be provided, no maintenance which results unsanitary conditions.

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Rented a property through VRBO that was managed by Vacasa.
  First issue was description of amenities
  Air conditioning turned out to be one small window unit. Noted description changed once it was beyond refund period.
  Second find out just before going that the dishwasher has been broken forever with no foreseeable plans to fix it
  The description of location is awful Second to the last driveway…how the heck do you know you are at the 2nd to the last driveway on a narrow country road with thick greenery in each side
  Once we arrived we couldn’t get the keys out of the lock boxes
  Standing out there getting eaten alive by bugs and after 25 minutes of listening to a recording and still not speaking to someone we finally discovered basement door unlocked
  When I finally did get someone on the phone it was to hear they had sent me the wrong lock box code! Turned out code was a 4 digit number
  
  Now we get into the house
  A huge crack through and through in the master bed toilet
  How do you clean a broken toilet seat and not repair it!
  Master shower not working; how was it cleaned without running water?
  Soap scum around both bathroom faucets
  Wi-Fi not working
  Jelly spill still in the refrigerator
  Front screen makeshift door knob falling off
  They are less than responsive
  Real good at apologizing text messages saying they have a high call volume
  Easy to understand why..,they must be getting lots of complaints
  
  Not an inexpensive live rental
  Would not it to be poorly maintained or cleaned

• Initial Complaint

  Date:12/21/2022

  Type:Customer Service 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 Vacasa air b&b for 12/16/2022 - 12/18/2022. Upon arrival, the home was troublesome to get up and running. The propane fireplace would not turn on efficiently, I had to search for switches to turn the water and pressure on, the fridge was dirty, and the tv with only 5 channels malfunctioned. Around 8pm and into the night the power flickered and went out due to a snow storm. We wanted to cancel the reservation and not travel at all due to the chance of snow, but Vacasa's policy would not allow a rescheduling credit or refund to cancel - not wanting to waste money we felt obligated to travel. We were left without water, electric, heat, and NO flushable toilet. The small propane stove was not enough to warm the room. My PREGNANT girlfriend and I suffered in the cold, through the night, no help from our host, and waited until the snow stopped in the morning to leave. We woke to a driveway with two feet of snow- the host did not send a plow in the morning to clear the driveway. I had to shovel the driveway for two hours before successfully getting out thanks to the help of a kind neighbor who witnessed the situation. The morning of 12/17/2022 we were forced to abandon the home at 7am and go to a hotel (the power never came back on). Ever since we have been trying to contact Vacasa for a remedy but they have been eluding us and not wanting to give an adequate refund. It is a legal emergency to not have heat in a home during a snow storm! It is unprofessional how the host did not care to check up on their guests- my relaxing vacation was shoveling snow! The WINTER rental had no generator or any means to even allow us to stay safe in the storm. A full refund is absolutely necessary and the least they can offer. A snow storm, act of God, is out of Vacasa's control, but what was in their control was to ensure the safety of their guests during their stay which they did not do!

  Business Response

  Date: 12/22/2022

  Thank you for taking the time to share these details. We apologize for any inconvenience you experienced during your stay. While we can understand your frustration, the issues you encountered were due to the weather, which caused the utility outages for a large area. This is not something that is within our control and we would not typically provide any compensation. Our records show that we were waiting on approval for a refund of your unused night/s, someone will be in contact with you when a decision is reached.