Complaints

This profile includes complaints for Vacasa's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vacasa

  850 NW 13th Ave Portland, OR 97209-3680

  
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  Sterling Resorts

  1080 Highway 98 E Destin, FL 32541-2942

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  Vacasa

  546 Mary Esther Cut off NW Ste 3 Fort Walton Beach, FL 32548-4067

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  Sterling Resorts

  12011 Front Beach Rd Panama City Beach, FL 32407

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  Sterling Resorts

  2048 W County Highway 30A STE 107 Santa Rosa Beach, FL 32459-0198

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/24/2022

  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.

  8/1/2022, The following is my feedback about our recent stay at ******* ******* regarding the cleanliness of the home. Confirmation number: *********
  -Towels were dirty. One that was hanging for us to use had makeup on it. I washed the towels and the makeup came off.
  -Pulled the sheets back to go to bed 1st night and their was a dirty sock in the bed (master bedroom, too late to wash our bed sheets and wait for them to dry so we slept on dirty bedsheets)
  -Food left on kitchen chairs
  -Used medicine packets left on floor and in bedsheets
  -Light bulbs out in master bedroom/living room.
  Overall we were disappointed with cleanliness of this place. We have decided to leave today (8/1/22), a day early. The cabin is now available to send a crew in to do a more thorough cleaning. I’m assuming that the owners send a 3rd party in to clean between bookings and aren’t aware of how the cottage looks unless it is brought to their attention.
  I would appreciate a response to this email.
  8/2/2022:Can you please provide us with any pictures you may have taken of the unit regarding these issues during your stay? I have forwarded your email to the local team for further review. Regards,J**** R Vacasa
  8/2/2022: Only picture I took was of the dirty towel hanging up for us to use (see upload below). *****
  8/3/2022: Following up since I haven’t heard back?!
  8/4/2022: Hello *****, We have forwarded the image you sent to our local team. Our local team reviewed this issue and stated that the house was properly cleaned before the check-in time. Please let us know if you have any additional questions or concerns. If you require immediate assistance please call 1.800.336.4853 (available 24/7) to speak to a Customer Service Specialist.
  8/10/2022:I would like a supervisor care specialist to call me about the update since I talked to you on 8/5 and was told I would hear back from someone within 24/48 hrs. If you can’t help me then I need to talk to your supervisor.

  

  Business Response

  Date: 08/29/2022

  Thank you for taking the time to provide us with these details and we apologize for any inconvenience you experienced during your stay. Unfortunately you did not report any issues to us, prior to letting us know you were departing early due to the cleanliness issues. Given that we were not provided an opportunity to address your concerns we would not be providing you with any compensation in this matter.

  Customer Answer

  Date: 08/29/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I am not asking you to compensate me for leaving a day early. There was nothing you could have done to make our stay better without having someone come to our cottage where all of our personal belongings were to clean the place like it should have been done prior to our stay. The fact that you consulted with your housecleaning people, who clearly did not do their job, and closed my ticket without reaching out to me is not good customer service. No, I didn’t take pictures of every issue I had because I was on vacation and was already frustrated that I had to do cleaning of a cottage that should have already been cleaned. 
  I reached out to your supervisor care specialist and was told that I would hear back from someone within 24/48 hrs and never received a phone call or a response to my email when I tried to followup. 
  Basically you got my money for a cottage that was not how it was advertised: not clean and you don’t have enough respect to admit that maybe your cleaning crew didn’t do their job. I wouldn’t be wasting my time reporting Vacasa if they acted like a reputable company and fessed up when at fault. I mean we had a sock in the master bed when we pulled the sheets back to go to sleep! I had to wash all the towels because you left dirty towels hanging up for us to use. I had to pick up 2 used medicine packets, one that was on the floor of the master bedroom and one that fell out of the sheets when I pulled the sheets off the bed. How is this acceptable? I feel like I deserve compensation for having to clean your cottage when that is not what I paid for when going on a family vacation. 
  You have only responded to my email because I got the BBB involved. How do you call yourself a business when you treat your customers like this? 
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:08/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a townhome in ****** ******* for three nights. When my family arrived nothing in the unit had been cleaned after the previous renters had stayed there. The toilets were full and not flushed. They were wet towels throughout the unit the beds had been slept in. Therefore they could not sleep in the beds or have anything to clean themselves with. they went to ******* at midnight to buy cleaning supplies sheets blankets pillows etc. They had to go and clean this townhome themselves so they had a place to sleep that night. We called numerous times for assistance and all I was told was that they were sorry. When I asked for a reimbursement they said well you stayed in the unit where else could we go with midnight? They said they sent me a partial payment I dont think that is acceptable. I told him the house was unsanitary and unsafe could they please help us. When I finally got a supervisor she said not to book with Vacasa any longer because all the employees were quitting and that she herself was quitting the following week that they did not stand by their 24 seven responses and they were not reliable.My family took some videos if need be. I think the health department needs to be aware of this and the public needs to be informed thats my main priority. Obviously I think I should be reimbursed also.

  

  Business Response

  Date: 08/30/2022

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced during your stay. Our records indicate that we were able to send housekeeping back to address the missed clean and process a refund in the amount of ****** for the issues. We feel as though this is a suitable amount of compensation.

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17761643
  
  I am rejecting this response because:
  We were also paying for three bedrooms and three bathrooms. We could  only access two bedrooms and one bathroom. Why am I not being compensated for that? In writing they claim that they are  available for you 24 seven. This is a total misrepresentation, it is not a fact whatsoever. I should be compensated for deceptive marketing and False advertising. We also had to go out and buy cleaning supplies, bedding and towels at midnight and come home and do the work ourselves. I should be reinstated for the ******* purchase as weve already sent a copy of that receipt. Just covering housekeeping is a joke.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/23/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 2-7, I rented a vacation home in **********, ** through Vacasa, which claimed to have WIFI. We didn't have service the entire time, and the local team never sent a ******* technician to the home, only their handyman who didn't have a clue. I found out through someone in the ******* corporate office that the home is not even wired for internet/cable, it was a total lie. Here is the listing: https://www.vacasa.com/unit/64090 I can provide the name and phone # of the ******* person who is the Senior Manager for Government Affairs in the ** region who can confirm there is no set up for cable in the home. I attempted to get a refund, both through VRBO, who overall manages the listing, and through Vacasa and only received a small percentage of the total rental cost. Considering I was not able to work remotely as I planned to, and it ruined my family's vacation when we couldn't gather to watch movies at night, I'm seeking a full refund of $2,516.51, plus lost income of ten working hours which = $1500. - ***************************, ************, ***********************

  

  Business Response

  Date: 08/29/2022

  We appreciate you taking the time to share these details with us. Please note, the home does have wifi. We apologize that it wasnt working correctly during your stay. Our records indicate that we have already provided a refund of ******. We feel that is sufficient for the amenity. 
  
  

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17756569
  
  I am rejecting this response because:  The home might have wifi now, but it did not for the duration of my 5 day stay and I repeat, I WOULD NEVER HAVE RENTED THE PROPERTY WITHOUT WORKING WIFI.  If you are going to list Wifi as an amenity, it needs to actually work.  The refund was not at all sufficient considering I lost income during my staff.  I'm happy to reach out to the investigative teams at the  local affiliates for ************* and CBS to see what they think. Would you prefer I fought this battle publicly?  Happy to do so.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family stayed at a property in **************** 8/14-8/17. Confirmation number BRZ085QV under my wifes name, *************************. The first night we were there, our child locked the bathroom for privacy and the lock stuck. I spent 30 minutes trying to troubleshoot the lock myself and then called Vacasa. They said they understood it was an emergency and someone would be in touch soon. After an hour, I called back. The person I talked to said to just call 911 and have the fire department break the door down.I called and as I was finishing up my call with them, a person from Vacasa finally called and said they were on the way. He arrived and was also unable to dismantle the lock. After an hour, he scaled the side of the house, broke through the screen and removed the door completely. We were excited to have our kid freed.The Vacasa employee left and the bathroom door and screen were just left in the bedroom. Our kid had been trapped for 2 1/2 hours and had panic attacks all night and for the next few days we were there. We tried calling and texting Vacasa several times to get it all taken care of and no one ever returned our communications. We are requesting a refund.

  

  Business Response

  Date: 08/29/2022

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced during your stay. As we were able to address the issue without incident, at this time we do not feel any compensation is warranted.

• Initial Complaint

  Date:08/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a condo at ************ through booking.com on July, 21, 2022 for a stay of August 5-9. The total for four nights was $1405.56. When we arrived we had a keyless entry code to get into the condo. However, once inside there is no deadbolt or way to lock the door. I was told they change the code for every guest, but that still did not make me feel safe. As we were unloading I opened the blinds to find that there was a broken plastic chair just sitting on the patio. Cleaning had apparently came, but after further inspection there were blankets and sheets just waded up and thrown in the closet. Sand in the bedsheet, shower and floor. Granted it is the beach, but the sheets were obviously not changed. Every lamp switch came off in your hand, and there was a smoke detector not hung but sitting in the top cabinet above the stove. I received a text asking how check in was. In this message I voiced my concerns and received a text back apologizing asking if I had photos. I sent the photos, then later that evening we attempted to fold out the fold out couch. (This condo was to sleep 6, so this was 2 of the 6 spots to sleep) The couch was literally a see saw. the middle bar was broken and the couch would not fold all the way out without the back coming up. I sent a video to the same number that had texted me prior. I was told on 2 occassions that the local office had been contacted as well as maintenance. I was never contacted by either. When I called I was told that *************************** had left me a vm. I had no vm. Those guests decided to just find a hotel room and stay there. When I arrived back home I called to find out the status as I was told a refund for the cleaning and couch would be issued. I finally was able to reach ******* by text, she said she issued a refund for $150. $126 of that is the cleaning fee. How does $24 make up for 1/3 of the number of people this condo was able to sleep? I do not feel that $150 is a reasonable refund.

  

  Business Response

  Date: 08/29/2022

  Thank you for taking the time to share these details with us. Were having some trouble locating your reservation. Please provide us with the name associated with the reservation as well as the reservation/confirmation number and well be happy to look into this further for you.

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17751950
  
  I am rejecting this response because:

   

  In response to the business' repky, they have asked for further informations which is below.

   

  Reservation Name- *************************, was booked through booking.com

  Reservation/Confirmation # - 2334250332
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/01/2022

  Thank you for providing us with that information and we apologize for any inconvenience you experienced. The lock automatically locks and while it may not seem as though it is locked from the inside, it is locked on the outside and noone can enter without a code. Our records indicate that one of our team members reached out, but was unable to get an answer so we werent able to discuss addressing the issues during your stay. We did refund your cleaning fee of ****** and feel as though since we werent given an opportunity to address the issues, is fair compensation. 
  
  

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17751950
  
  I am rejecting this response because: Someone called me one time.  We were at the beach,  there was no vm left.  I had no idea who had called.  Am I expected to call back every missed call?  Your staff should learn how to communicate.  Leave a vm with regards to what you are calling for.  I reserved a place that should have slept 6.  I was only able to sleep 4.  I do not feel that the cleaning reimbursement constitutes the fact that I wasnt able to house guests I paid for.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/18 we were scheduled to check into our AirBNB (conf code HMNQQPXR3S) which is owned by Vacasa properties. Upon arrival we were able to access the garage, but the door codes were not valid. There was a front door, so we went around thinking the codes may only work for that door- they did not and that is where we discovered the first floor windows had been busted out and boarded up as well as other levels. We immediately tried to reach the Vacasa but kept getting the run around. Mind you we are traveling with 72/76year old ladies who had been on the road all day and wanted to relax. Eventually, we went to a restaurant to figure out housing as we are now homeless in *********. We find rooms that end up costing us over $2700(last minute pricing) additional dollars and we ended up throwing out spoiled food that was for the property we had rented. i believe we need some type of monetary compensation for this event. When a property is damaged you don't get to rent it out until it has been repaired. They can't say they didn't know because windows were boarded up. we literally spent a solid day on yhe phone going back and fourth; writing on different platforms to even get them agree to a refund. In my opinion this is a scam and should not be allowed. Also the 14 reviews they show on the platform are all warm and fuzzy, but when you get your codes 24 hours before you see the current reviews that show who they really are.

  

  Business Response

  Date: 08/29/2022

  We appreciate you taking the time to share these details with us. We apologize for any inconvenience you experienced. Our records indicate that the reservation was cancelled and refunded in full.
  
  

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17751704
  
  I am rejecting this response because: While yes we were refunded , we lost an entire day because of your company renting out property that you knew was not in livable form. You thought is was okay to board up windows and expect guest to stay.  We had purchased food thinking we would be staying where we could cook, etc. Instead we were forced to rent hotel rooms at the last minute costing us quite a bit of money. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/22/2022

  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.

  We arrived last night atshortly before 7 pm as instructed to pick up the keys and packet. The code we were given for the lockbox did not work. I called the number listed and spoke to someone who gave me an updated lock box code. It worked, but there was no packet in the box.--I was on hold with the person for nearly an hour while she tried to get a local contact. Eventually, a regional manager called me back, but had no solution and would try to get in touch with someone local to find the key. That was at 7:30 pm. I heard nothing back and then called this person at 8:05 for an update. He still hadn't found anyone local. Finally at 8:30 pm he called back to say that someone local would be meeting us at the realty office.--At 9 pm that person met us. He was extremely nice and helpful, and also reported that he wasn't contacted until 8:15 pm and came over as soon as he could. He fortunately accompanied us to the property since at this time it was pitch dark and fog was rolling in. We had trouble finding the property as nothing was clearly marked. Finally, he knocked on the door of one of the homes and was told that the house we had reserved had been already rented by the owner (his brother) and had been occupied since Friday, Aug 19.--At that point, I talked with someone from Vacasa, who assured me that the relocation service team would find us an alternative and at the very least would find an available hotel room for me, my wife, and our two dogs for that night (at this point it is 9:30 pm, we haven't had dinner, had driven three and half hours, had waited over two hours for someone to show up with a key).--We found our way to downtown ******, **, to see if we could find some food. Nothing was open. We decided to head south on Rt. 1 to a **********, and then drive 3.5 hours back home. Thanks, Vacasa, for ruining our vacation!

  

  Business Response

  Date: 08/29/2022

  Thank you for providing us with these details. Our records indicate that a refund has already been processed for this reservation. We will not be reimbursing any fuel costs.
  
  

  Customer Answer

  Date: 08/29/2022

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

• Initial Complaint

  Date:08/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Re Reservation for Trout Creek Condo in *******, ** 7/17/22 to 7/22/22 (confirmation 7662DBSK) Regarding this booking, I did not receive the check in code the morning of 7/17, notwithstanding the instructions in Vacasa's email. Midafternoon, as I was driving to Tahoe, I had to pull over to call Vacasa for the code. I tried at least 4 phone numbers that I have received from Vacasa over the past 3 years and all rolled into the same voice mail - due to high call volume ...... and recommended texting or leaving a voice message. The function to leave a voice message was not working. Then I texted and, after several back and forth dialogs, asked the Vacasa representative to text the check in code as I was on the road (still needed to pull over to receive texts) and did not have access to WIFI to receive an email. None of this happened on a timely basis. The check in instructions arrived by email at 5:04 PM (I had to go to a cafe to get WIFI access) and by text at 8:13 PM (copy of text attached) - check in was supposed to be at 4PM. Bottom line, all of this wasted considerable time, caused a lot of stress and was inexcusable. On another matter, the last prior 2 years staying at this condo, I have commented that there are no instructions for using the various remotes for the ** etc which has resulted in a plethora of emails, texts and phone calls. Notwithstanding apologies from Vacasa and even a customer credit for the inconvenience, there still are no instructions!On 7/27, I sent an email to Vacasa re the above and requested refund of the booking fee (I do not have the exact amount as it only shows up online with the reservation and is combined with other fees on the receipt - recall about $170). There have been multiple responses saying how busy they are and my matter has been sent to the "higher **** but no resolution. Bottom line, there customer service is terrible.

  

  Business Response

  Date: 08/29/2022

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. While we can understand the frustration of your delayed check in, we were able to provide you with the check in information and you were able to stay in the unit. We have no record of you reaching out to us about the wifi, or issues with the tv. We do not feel as though compensation is warranted in this situation.

• Initial Complaint

  Date:08/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rented through Vacasa 8/14/2022-08/19/2022. Rental was not as advertised. It was filthy and lacking the proper maintenance. Contacted them on 8/18/2022 while still there. Told someone would call me, did not receive call. Been in touch several times with promises of a call. I have sent them numerous pictures of home. We were charged $1852.32 for 5 days. Walls were filthy, dirty mops left around, garbage on porch left, rusted rotting broom left behind chairs on porch, piled up dead bugs at entrance, 2 sets of sensor lights in driveway did not work so driveway was dark coming home, dirty towels given to us as clean, mold in tubs, stuffed up drains, broken tv’s that didn’t work, broken dishwasher, chandelier up shades filled with bugs, filth in corners of bathrooms, hot tub broken never got above 93 degrees. Tried several attempts to speak to someone regarding a refund but getting the run around. Spent hours on this. I will attach pictures that I submitted to Vacasa on the 18th.

  

  Business Response

  Date: 08/29/2022

  We appreciate you taking the time to share these details with us. As you did not let us know of the issues immediately so that we were given an opportunity to correct them, we would not be granting a refund. Our records indicate that we did refund half of your cleaning fee. But again as we were not given an opportunity to address the issues no further refund will be processed.

  Customer Answer

  Date: 08/29/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  hello,

  I appreciate the response. While on vacation I was told the local representative was to call me and I never received a call?  You were most certainly notified of the condition while I was there. It’s a shame that people need to take time from a short vacation to report a rental in this condition. Also, most of the things wrong were maintenance issues not all cleaning issues. We’re you going to come in and do repairs to the property while we were staying there? I’ve been told several times to expect a call from Vacasa and never received a call. That is why I turned to the BBB for help. I’m not sure who agreed upon 1/2 the cleaning fee? I never have had a conversation with anyone only promised a phone call. Maintenance of this cabin was disgusting as was the “cleaning”. I have produced the text messages promising those calls. I think 1/2 a cleaning fee refunded is not a fair settlement considering the condition of the home. I was not asking for a full refund but something should be negotiated. The rental looked very nice in photos but that is not the experience that Vacasa delivered.
  
  
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:08/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Checked into a rental on 8/15/2022, check out 8/19/2022.We arrived at 415, not able to enter due to cleaners till 450.Once inside my husband does walk through and discovers a broken uncovered outlet, meanwhile my son opens a kitchen cabinet and it is broken and it just misses cracking him on the head. I immediately reached out to vacasa with the response of apologies and someone would be in touch. Going to bed that evening we find the kitchen is infested with ants and have completely ruined our dry goods we have just purchased for the trip. Went to put anything not contaminated in the fridge and dead ants throughout the fridge. Another call to vacasa at this point asking for our money back to find another rental. They cannot give me an answer, "waiting on local manager that no one can get a hold of." Wakeup the next morning to a leaking fridge, another call to vacasa still no resolution. Wasp nests all over front porch. Dead bugs through out the house, unsanitary unclean. A repair man comes, he cannot fix the fridge, has to remove unsafe cabinet door as it is unfixable. He puts up ant traps and sprays wasps nest. Meanwhile I have been contact with vacasa on multiple calls, finally get a call from Camisa, she states they will relocate us, and or refund us, and would call me back. Repair man offers me a full refund and to stay for free, i would prefer to be moved but if not possible assume that will be the end result. Do not here back from vacasa on new properties till Wed late afternoon, they do not suit us, not enough rooms, pets not allowed. So I reach back out to vacasa, other options are not suitable and would just like my refund and would finish out the last full day and checkout seeing we have no other choice. Then told all they would then offer is 10% refund after we were orignally told full refund. We are disgusted with vacasa. Ruined our vacation. ZERO customer service.

  

  Business Response

  Date: 08/28/2022

  We appreciate you taking the time to share these details with us and we apologize for any inconvenience you experienced. Please note that a full refund was offered if you opted to check out. As you opted to stay in the home, a 10% discount was applied and refunded to you. Were sorry for the misunderstanding but we do not feel further compensation is warranted at this time.

  Customer Answer

  Date: 08/28/2022

   
  Complaint: 17746563
  
  I am rejecting this response because:

  When the man **** came to "repair" issues that he could, he offered me a full refund and to stay due to the fact he could tell that there was not going to be anything to move us to. His words were I can give you a refund now, and then you can just finish out your stay here even though it's not what you want. So no it was not contingent upon us checking out, because that's what we were trying to do is get immediately refunded Monday evening to find a new place by Tues. Which no one could give us an answer to. I have the text stating a refund was offered to me and then you guys tried to say I refused it. So I will not be made a liar or a fool. 

  I also did not opt to stay, you guys waited till Wed evening to give me new rentals which did not suit our needs with our dogs and sleeping capacities. So there was no option for us. 

   

  
  Sincerely,
  
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