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

  523 Gatlinburg Drive Gatlinburg, TN 37738

• 

  Sterling Resorts

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

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  Vacasa

  13276 Alexis Dr Kamas, UT 84036-5517

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:08/17/2022

  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.

  I stayed at a unit owned by VaCasa that was booked through the Airbnb app. The description of the unit was false and we encountered multiple issues that Vacasa has not and is refusing to address or make amends for.The description:- "...relax on the rooftop deck and enjoy unmatched views of the the ********* skyline"...All but one light on the roof was broken and the furniture was covered in mold. - "tankless water heater" and "plenty of hot water" was listed throughout. We had no hot water for 24 hours and had to take two cold showers before a manager finally turned it on. - "cool color palette," "contemporary interior" - the walls were not completely painted- unfinished. -"Immaculate kitchen" "elegant dining area" - chairs were covered in dirt and filthy. - "sofa (which converts to a sleeper)" - We had no blankets for the sleeper and it was also broken (at a complete slope). The extra pillow had blood on it and no pillow case was provided, despite a request. - "Access to your professionally cleaned, sanitized home is convenient." - ****** pillows, food in the rug, animal f**** in the carpet, filthy chairs, scuffed and dirty walls. I have been in contact with the rental company for weeks. They refuse to refund me the requested ******- which is for a night's stay. Airbnb refunded me the max ****** they could by Vacasa refuses to acknowledge the false advertising that was made.

  

  Business Response

  Date: 08/18/2022

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. Our records indicate that we were able to address the items that you brought to our attention. As well as providing compensation in the amount of ******. We feel as though this is adequate compensation for the inconvenience.

• Initial Complaint

  Date:08/17/2022

  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.

  Our family booked a stay in ***************** through Vacasa from Aug28th - Sept 4th, confirmation # 6VG0-****. Within 30 days of our reservation, a review of the home was posted detailing serious healthy and safety issues including: rodents in the house as well as in the walls/ceiling, rodent feces, hair, dirt and food residues throughout the home. Another review was posted a few weeks before this confirming that this is a recurring problem that the owners and Vacasa have neglected to solve. This is not just a cleanliness issues, this is a serious health and safety issue beyond needing a deep clean. Moreover, one member of our family is immunocomprimised which makes this untenable for my family to stay there. A full refend was requested and denied by Vacasa via email. Both my husband and I were unable to get in touch with a supervisor via phone. They would say they would call at a certain time when we were available to take the call and then call at a completely different time. We feel like they are avoiding the issue and unwilling to provide any sort of customer service and hide behind their legalese.

  

  Business Response

  Date: 08/18/2022

  We appreciate you taking the time to provide us with these details. You are free to cancel your reservation at any time. However we would not provide a refund as you are inside the 30 day deadline to receive a refund based on our cancellation policy. We make every effort to address any issues that come up during guest stays. Reviews also help us to identify issues that need to be be addressed. We would not refund or give a credit for an issue that you have not yet encountered.

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17730691
  
  I am rejecting this response because: Vacasa still has not reached out to us by phone during the promised call times. This response doesnt address the fact that they are promoting a property with a track record of health and safety issues that have come up within 30 days of our reservation. We are unwilling to let an immunocomprimised member of our family be a guinea pig for your property.

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/17/2022

  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.

  This dispute is concerning reservation MZMC-PNE1 at Lotsa Dunes in ***************************** on July ****. At check in, we discovered there were no linens or towels anywhere in the unit. We called multiple times to get linens, but were told there was a staffing issue with the housekeeping company and none were delivered until the next day. We slept on beach towels the first night. The person I talked to (******************) refunded our cleaning fee for the inconvenience AND told me that we could purchase the needed linens and submit our receipt for reimbursement. I have done that (total was $134.02) and followed up 3x since, and have not received the reimbursement. One person I talked to (******) told me that the refund of the cleaning fee was the reimbursement, but that is not what I was originally told (email from ******* is attached). The last person I talked to said they were mailing a check, I have not received one. Also, we encountered other issues upon check in that were not acceptable. Not only did we have no linens for the first night and following day, we also had black mold in a shower, a leaky bathroom faucet, and dirty diapers in a trash can. We submitted a request to maintenance about the mold and faucet, and were told that someone would be out to address it, and no one came or called. We ended up cleaning our shower every day to keep the mold away.We would like to request that the first night in this rental be reimbursed, due to the significant maintenance issues that we discovered and had to remedy ourselves. After this experience, I could not honestly recommend that a friend stay at a Vacasa property due to the lack of service and follow through. I have called and spoken with different Vacasa representatives 3 times, each one telling me the reimbursement is being processed and they would follow up about the other maintenance issues. Each time no one followed up. My request is reimbursement of linens purchased AND refund of the first nights rental fee.

  

  Business Response

  Date: 08/26/2022

  Hello ***, 

  Thank you for reaching out to us and letting us know about your experience while staying with ** in *****************. We are so sorry to hear about the issues you had with the linens and the general cleanliness concerns. I have requested a refund for you of $973.68. This is for both the linen reimbursement and 1 night of rent. We greatly appreciate your patience as we resolved this issue for you. Your refund will be sent to you via check. It will be mailed to your address on file, 234 **********, ************ **. Please allow 4 - 8 business weeks for the check to arrive. Please let ** know if you have any additional questions or concerns.

  Thank you for allowing us the opportunity to resolve this for you. 

   

  Customer Answer

  Date: 08/26/2022

   
  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,
  
  ***************

  Customer Answer

  Date: 10/17/2022

  As far as I know, Vacasa has not followed through with their resolution. I have not yet received a refund. What are my next steps?
  
  

  
  

• Initial Complaint

  Date:08/17/2022

  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.

  I booked a one week stay at Vacasa Sandbridge **************, ** for close to $9000. Upon arrival,July 30, I found the place to be filthy and in need of repairs. I reached out to VACASA ******** messenger with some of the issues. It was 3 days before the local Vacasa manager, *************************** called me. On the 4th day, Aug 3, she and a maintenance man came to view this property at my request. She took some pictures and apologized profusely and said she would be providing me compensation. After 2 days, I called her for a status. She said local Vacasa would refund me the cleaning fee and 1 nights day to be refunded to my credit card and she had reached out to the owner to provide additional compensation. On Monday, August 8, I called ***** again asking for a status. She said the owner hadn't responded and she would speak to the district manager and call me back in a few minutes. Today is now August 17. ***** will not respond to my calls or text messages. She has not refunded anything back. I will gladly provide you a list of all that is wrong with the house since I am unable to list it all here. Broken chairs on front porch, broken dishwasher, master bathroom no ac, exhaust fan not working, sink clogged, blood on toilet set, broken screen down, siding falling off house in two places, outside light fixture coming off house, broken window, broken glass, broken shelf for frig lying on floor, broken door on entertainment center, most of the blinds are broken and don't work, nasty unusable cookware, nasty grill, broken pull out bed. I have plenty of pictures to show how filthy this house is, debris in back yard and all the broken items. Worst vacation EVER. I will load as many pictures as this page allows but feel free to reach out to me for more information and more pictures. I saved for this vacation for a year to bring my entire family here. It was awful and the I would like to hope Vacasa can step in and do the right thing.

  

  Business Response

  Date: 08/26/2022

  Hello ********, 

  Thank you for reaching out to us about your concerns. It appears that we have already refunded you $2,390.76 back onto your VISA. This is to cover the two nights of rent and the cleaning fee, plus taxes. This is our final offer and no additional compensation will be provided.

  Thank you for understanding. 

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17728249
  
  I am rejecting this response because:

  I am too limited on space here to send all the pictures and explain all that transpired.  I have sent BBB 4 emails with all the documentation.

  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 08/31/2022

  This is in reference to complaint # ********.
  Here are the details of what transpired for the rental of Living The Dream in **************, ** by 
  VACASA for the dates of July 30, 2022 thru August 6, 2022.
  
  The entire house was filthy. The yard had debris all over it and the pool was filthy as well.  I reached
  out to VACASA thru phone and text message upon arrival and told them how bad this house was and I needed
  someone to contact me as soon as possible about this place. Our text messages continued with these issues
  for days. On Aug 3, after I had been
  in this place for 4 days I reached out to VACASA on ******** messenger and told them I wanted a supervisor
  to call me as soon as possible about this place. They did respond and *************************** the local manager
  called me.  I discussed some of the isues with her and her response was that the inspector did not
  say there was anything wrong with this house.  I told her I would like you to come out here and see. She
  and her maintenace man came out Thursday morning. She took a few pictures and the maintenace looked
  over some of the broken items.  She said she was appalled at the condition of this house and that she
  would speak to her district manager and compensation would be forthcoming.  She said she would call me 
  that afternoon to let me know what was going on. She did not call me.  I called her Friday afternoon and
  she said she was going to give me the cleaning fee and one nights stay and she was reaching out to the
  owner because they should be giving me compensation for the condition of the house. Again she said she
  would call me later.  She did not. At that point, she would not answer my phone calls or text messages.
  So I again reached out to VACASA ********. At the same time, I filed this complaint with BBB.
  VACASA talked to ***** and gave me a refund for the cleaning fee and 2 nights stay.
  
  I do not think that is a fair compensation at all. Had *******************, *********************** or anyone else on the
  executive leadership team rented this house and brought their family here, not only would they not
  have stayed in this house, immediate action would have been taken to hold the correct people
  accountable for renting out a house in this condition, not having it cleaned or in good repair.
  
  Let me tell you about my stay in this almost $9000 house for one week.
  
  Upon arrival to the house, the mats had been strown on the front porch, the porch was dirty and there
  were two broken chairs on the porch. When ***** came, the maintenance man removed them when they left.
  
  One of the main reasons I picked this house was for the game room for my grandchildren so they could play
  pool and darts.  The pictures on the website made it look alot bigger room than it really was.  There was
  only one usable pool stick. The pool table was not level so every time *************** would make a shot,
  the ***** would roll.  All of the darts were broken so the kids could not play darts either. There was a
  refrigerator in this room.  One of the shelves for it was broken and laying on the floor beside the
  refrigerator.
  This room was UNUSABLE.
  
  The pull out bed in the open area of the first floor that was broken.  Beside the bed there was
  an open access hole going to the outside underneath the house.  The cover for this hole was laying 
  against the wall beside the pull out bed.  I thought when I showed this to the local manager and the
  maintenance man, they would have put the cover back on the access hole.  They did not.
  
  There was a sink with a cabinet above it with glass in the doors in this same open area.  The glass
  was broken and protruding out.  Anyone could have cut their hand on it. Putting tape or something on it
  would have been nice so no one got hurt.  This was not done by the local manager or maintenace. So this
  was UNUSABLE.
  
  There was a bedroom in this open area. The entire window sill for this bedroom had been broken off
  the window.  The blinds in the windows did not work.
  
  Upstairs -
  The kitchen was filthy.  There was grease all over the stove and counter top.  The top arm for the 
  dishwasher was broken and laying in the rack in the dishwasher.  The cookware that was left for
  people to use was unusable.  It had baked on food and was just disgusting.  So unsanitary. Can't believe
  you would expect anyone to use this cookware. There were drips all down the appliances. 
  
  The door was broken and hanging off in the entertainment center.
  The rug was ripped.
  The plastic stuff on the fireplace was broken off and laying on the floor.
  There was an empty paper towel holder laying on top of the fireplace.
  
  The bedroom where the bunkbeds were, the cable did not work.
  
  In the master bedroom, the mattress was about 8 inches shorter than the bedframe.
  The screen door outside of the bedroom was broken.
  The bathroom in the master bedroom had no AC. And it was in the 90s the week I took my family there.
  The exhaust fan did not work and the sink was clogged.
  The bathroom was filthy and there was blood on the toilet.  Are you kidding me!!!!
  This bathroom was UNUSABLE.
  
  In most of the rooms, the blinds were broken and/or not working.
  
  There is a fence around the backyard of this property.  Unfortunately, the fence where the gate is
  was not installed down to the ground so it's up quite high.  My terrier got out underneath the fence and
  thank GOD we were able to catch her.  We had to keep lawn chairs all along the fence in that area
  so we didn't lose our dog again.
  
  The pool was filthy and I had to reach out yet again to VACASA to have someone come clean it so we could
  use it.  The yard had debris in it. The patio table and chairs were in bad shape and the paint was 
  chipped off. There were pillows and a garden hose shrewn on the patio. Pool toys were broken.  The
  skimmer net was broken and had been tied together.
  
  The siding was coming off the house in two places and one of the lights out back was coming off the
  house.
  
  The grill was nasty and had baked on food on it.  Grill was UNUSABLE.
  
  On Wednesday, the lock on the front door stopped working so we could not get in or get out.  Again reached 
  out to VACASA ********.  Someone showed up at 11 pm and worked on it with another person on the phone
  for about an hour and a half and could not fix it.  So they came back on on Thursday morning  and
  again worked about an hour and a half with someone on the phone and could not get it fixed so they went
  to buy a new lock and replace it. He came back later and replaced the lock with a typical deadbolt with
  key. So for that time, we could not leave the house since there was no working lock on the door.
  
  My check-in package said someone from pest control would be coming out on Friday and no one had to be
  there.  On Friday morning, a gentleman comes to the door and says he is there for pest control and he
  would be spraying outside the home.  I said thats fine.  He said and then I'm bringing a dog in to smell
  all the mattresses for bed bugs.  I said Wait, what????  What in the world???  I did not let this man in
  to smell the mattress for bed bugs.  This is something you guys should be doing before a person checks
  in not while they are there in the home. 
  
  This was the absolute worst vacation a person could dream of.  To have my kids/grandkids come in from
  out of town to spend some time with them for a house that cost me almost $9000 and this is what I got?
  So hope that VACASA can do better than this.  Hope your families don't EVER have to have a vacation
  like this.
  
  I have attached all the pictures I took as well.
  
  Again, I am asking for a full refund. And I am also requesting that ******************* and ***********************
  be made aware of this complaint with all the attached documents in hopes that VACASA will take the
  appropriate measures so no one will ever have to go thru such an awful experience.
  
  
  

  

  Business Response

  Date: 09/01/2022

  Once again, thank you for sharing these details with us and again we apologize for any inconvenience you experienced. As noted in the previous response, we have refunded ******* to your credit card and we will not be offering further compensation.

• Initial Complaint

  Date:08/17/2022

  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.

  The vacation rental property we stayed at was infested with cockroaches. This wasn't apparent until after the first night when cockroach droppings appeared all throughout the kitchen. We weren't sure what it was so we didn't do anything about it at the time. That night around 11PM a cockroach crawled up one of our party's legs. We proceeded to find extensive cockroach droppings under the couch and in the kitchen near the trash can. We packed up and went to a hotel. The next morning there were even more droppings in the kitchen. We called Vacasa for a resolution and all we were able to do was submit a ticket. Vacasa still has not made contact with us regarding our stay at a cockroach infested home. We ended up spending $256 total for 2 last minute hotel rooms to accommodate our party as we were not interested in sleeping another night in a place crawling with cockroaches. We would like to be reimbursed for our hotel stay. The property was at *********************************************************************** and was for August *****, 2022.

  

  Business Response

  Date: 08/26/2022

  Hello *******, 

  Thank you for bringing these concerns to our attention. We can confirm that our local manager and housekeeping staff have gone to the home to inspect for roaches and pests. No roaches or pests were found in the home. We have also contacted our local pest control company to come and do an inspection. Since no pests were present during our inspection we cannot provide compensation for these claims.

  Thank you. 

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17727743
  
  I am rejecting this response because: We trapped a cockroach under a glass in the bathroom and left it there for your crews to find and dispose of. Additionally, there were fresh cockroach droppings on the plates in the storage space above the trashcan and under the couch closest to the door in the front room when we returned to the house the morning of checkout. As we did not dirty any of these spaces we did not clean them. Stating that no cockroaches were found in the home is untrue. Attached is a photo of the cockroach that crawled up my friend's leg and that I subsequently trapped under a glass. This cockroach was still in the house when we checked out. I sincerely hope that you sprayed the house again so no other Vacasa guests have to experience what we did.  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/01/2022

  Thank you again for taking the time to share this information. We apologize for any inconvenience you experienced. Once again, our team was unable to find evidence of an infestation in the home and we will not be providing compensation.

• Initial Complaint

  Date:08/17/2022

  Type:Customer Service 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'm currently staying in a Condo operated by Vacasa. I'm staying at ******* ****** **** ****** *** ** ***. The unit is infested with cockroaches. Vacasa has failed to address this issue. I'm on day 2 of living in a unit with roaches walk over our food in kitchen and fridge. The back of the stove has 20 baby roaches and full grown roaches. I had the biggest roach I've ever seen come out of fridge. I have all kinds of pictures of them. Vacasa leaves me a message saying the are hopeful someone can come out today to spray but mentions nothing on cleaning. Do they not know roaches deficate on what they walk on. That would put me 3 days of living in a nightmare that my family won't forget. This has ruined my vacation. I had roaches inside of my cooler and crawling in our bathroom. I don't even know how they expect us to pay for a unit that has had a history of this same problem for 9 months based on there reviews of this unit. They have done nothing to fix this issue. They say they spray every quarter. They need to hire a new exterminator. I feel compensation is due.

  Customer Answer

  Date: 08/19/2022

  Vacasa has resolved our issues thanks.
  
  
  

• Initial Complaint

  Date:08/16/2022

  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.

  We were told to not check in. They refused to refund that night after twice saying they would.

  

  Business Response

  Date: 08/17/2022

  We appreciate you sharing these details with us. Our records indicate that you reached out to cancel your reservation or change dates and were informed we would not be able to move the dates nor would we be providing a refund, per our cancellation policy. 
  
  

• Initial Complaint

  Date:08/16/2022

  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.

  I hired Vacasa LLC to manage my vacation rental property.They asked me to pay a daily insurance rate above their fees, so that any damages and items would be covered, no questions asked. Upon return time my home, MANY valuable items were broken or gone and the few that were replaced had items of extremely low quality.For example, a destroyed black writing table valued at $140, was replaced with a $25 brown writing table. Inferior quality AND did not match my home interior. The list goes on and on.Despite numerous attempts to get the managers to replace ALL items with an identical quality item, they refused.The items removed/broken from my home:Clothes Dryer XL Honeywell Hepa Filter Writing Table ********************* Oven Rowenta Iron Islamic Prayer Shadowbox ***** gas grill (only item properly replaced)

  

  Business Response

  Date: 08/26/2022

  *****, thank you for taking the time to share your experience. We are sorry to hear that some of your items had gone missing during your time listing with us. Our local manager will review your request for compensation and you will be contacted with their resolution. Thank you for this opportunity to assess our processes and improve the experiences we provide moving forward.

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17725629
  
  I am rejecting this response because:

  I have emailed, AT LENGTH, the items that were missing AND the lack of refund OR the attempt to replace with a Dollar Store quality item.

  I have questioned WHY I was made to pay an EXTRA daily rate to VACASA, for insurance, so that I would have "no worries" about lost, stolen or broken items.

  Was this a VACASA upsale without any integrity?

  Had VACASA any intention of properly correcting the losses, the manager would have called me on the spot and said, " your dryer is broken beyond repair, and we found it sitting in a bedroom, please select a replacement and we will have that installed immediately"

  OR

  "Your irons was broken, it needs to be replaced, will a cheap iron work, or would you like the exact brand/item, which costs $125?"

  In reality, they never replaced items, or just hoped I wouldn't notice them missing or replaced by inferior products. This was obviously to maximize profits at my expense.

  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/05/2022

  Thank you again for providing us with these details. We are waiting to hear back from our local team about the items in question. We appreciate your patience while we work to resolve this.

• Initial Complaint

  Date:08/16/2022

  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.

  Inappropriate Billing Practice at Vacasa In ***************, ** - they are billing for services that have not been completed.I believe there is some unethical practices occurring at this Vacasa location.

  

  Business Response

  Date: 08/17/2022

  Thank you for sharing these details with us. If you could please elaborate on your claim, we will be happy to look into this further for you.

• Initial Complaint

  Date:08/16/2022

  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 booked a week in ********** ******** through Vacasa. 104 Oceanaire ************************************* and there were many problems. We got home July 16th and I have been reaching out by phone and ******** messenger and all I get is Well let you know when we hear from management. Or if you call, they act like they have never heard from you. Problems are the apartment hadnt been cleaned is ages. It was filthy. Blood on the refrigerator, carpet stained horribly, amenities were not there such as silverware and dishes. The hard floors were sticky. The beds were mattresses pushed together to make it seem larger but the sheets wouldnt even stay on. The comforters were stained. The mirror was broken and poking out off the wall. The furniture buckled on the porch when a small person sat in it. Cleaning staff showed up after our check in time and did nothing. The keys didnt work. Drove to get the correct ones and those didnt work either. This family of 5 got zero rest while on our vacation thanks to this poor management company. Made several calls while on vacation and they did nothing. Got home and still nothing.

  

  Business Response

  Date: 08/17/2022

  Thank you for sharing these details with us. We apologize for any inconvenience you experienced during your stay. Our records indicate that a refund of ****** is being processed. Please know that this will be issued via check and that process takes 4-6 weeks.

  Customer Answer

  Date: 08/21/2022

   
  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,
  
  ***** And ***********************

  This offer was only made after I told them I filed a complaint. I have accepted it but I would like complaint to stay open until the check is received. After the hang *** and staff lying that I never called or complained, Im watching my calendar closely because I have zero faith this business will do the right thing.