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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  Sterling Resorts

  12011 Front Beach Rd Panama City Beach, FL 32407

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  Vacasa

  523 Gatlinburg Drive Gatlinburg, TN 37738

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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:08/13/2022

  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 purchased a vacation for July *****, 2022 for a total cost of $1,117.60 with fees (confirmation number # N0EY-KCB5). We were expecting a safe and secure room on a beach vacation rental. We experience a faculty lock mechanism. We were locked out of our room on night one until they replaced it. (3 hours out of my life). Day/Night two, we realized that if you leave the room the key would not let you back in. (5 hours before someone came to look at it). When they got there, they smelled like Alcohol, it was resolved at 10 pm at night. On day three, my kid was locked in the room and couldnt get out nor could we get in. I went to throw away the trash, took the key, and couldn't get back in. She also could not get out. The door would not open either way. I began to panic like any parent and got the manager. She had to call on 2-way to maintenance multiple times to meet us in the room. Still took them 40 minutes to get there and break open the door to get me in there. (2 hours with her locked in there without us). After almost three weeks of back and forth with customer service, they offered one night as a refund. I feel a viable resolution will be a full refund. We were unable to enjoy the beach/ resort as a family due to our inability to trust we could get in or out of our room. The guest service manager who assisted us while trying to get my kid out of the room stated she agreed we need to be compensated. She stated I need to call customer service. My entire problems are detailed. I visit VACASA rentals often. I do not feel I have been valued as a customer. I also do not feel they provided me with a safe and secure property. I did not call the fire department when my kid was locked in the room, in an effort to allow them to fix the problem. Now the ** tells me that my failed vacation that I spend over a thousand dollars for, only warrantied a refund of one night, (250 dollars if what he offered). This is unacceptable.

  

  Business Response

  Date: 08/23/2022

  Hello ******, 

  We are so sorry to hear about the issues you had with the door lock throughout your time with us. We have informed the general manager at Bay Watch regarding your request for a full refund. This request has been denied. The initial refund of the rent for one night is the final offer. Please let us know if you would like us to proceed with the $250 refund. Thank you. 

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17713588
  
  I am rejecting this response because:  This is unacceptable.  The 250 offered Does not cover one full night of my cost.  The ********************* was $1,117.66, that divided by 3 would not be $250.00.   In addition the I have been given the run around from your organzation.  My vacation was ruined due to the inabililty of your maintenace department to fix my lock.   I spent the majority of my time trying to get into my room.  You pride yourself of making sure the customers have a great experience.  This was not achieved.  I am very upset with how I have been treated.   I would consider it fair to receive have of my cost, that way we both have endured equal financial loss.      I attached my price for my stay only in the previous attachments.  
  
  Sincerely,
  
  ************************************

• Initial Complaint

  Date:08/13/2022

  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.

  My family and I rented a cabin at ***** ******* ********* ** *****, United States, ****** confirmation code **********, for 2 nights, Aug 5-7, 2022. Our reservation was made June 30, 2022. We paid in full a total of $1052.14. Breakdown: $633.92/two nights, $207 cleaning fee, $118.72 ****** service fee, $92.50 taxes/fees. When we arrived Aug 5 at 6:00 pm, the place was FILTHY. There were dead bugs on the counters, plastered to the greasy microwave, inside the fridge, and on the bathroom vanities! There were poop smears and pubic hair in one of the toilet! The floors hadn’t been vacuumed or mopped. In the 10 minutes we spent inside the place, my army crawling 10 month old’s white shirt was brown. The bathroom floor mat was covered in hair and the shower had black stuff stuck to the wall! There was dried soda spilled on the nightstand and zero trash bags in the unit! I have pictures of all of this. We immediately reached out to Vacasa (6:10 pm) via call and messaging. No one answered the call. We received a message through the ****** app stating someone from local management would be in contact with us. By 8:00 pm we still hadn’t heard from them so we found new accommodations. A few days later, Vacasa asked for pictures, which we sent. ****** has stated that they will refund us their fees. Vacasa has told us, after repeated calls, that they will refund us the $207 cleaning fee but that because we didn’t stay there they won’t refund us the rest!

  

  Business Response

  Date: 08/15/2022

  Thank you for taking the time to leave us these details. We apologize for any inconvenience you experienced. We have refunded the cleaning fee to the card on file. As we were not given an opportunity to address the cleanliness issues we would not be able to provide a full refund. 
  
  

  Customer Answer

  Date: 08/15/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  Vacasa has stated “as we were not given an opportunity to address the cleanliness issues we would not be able to provide a full refund.” Vacasa WAS given opportunity to address the cleanliness issues.  We contacted Vacasa at 7:04 pm. At 7:15, Vacasa asked for pictures, which we sent at 7:25. At 7:35 Vacasa apologized and said someone from property management would contact us directly. We never heard from ANYONE. We waited to hear for over 2 hours with 4 small children before finding other accommodations. Two days later, Aug 7, still no word from Vacasa, we reached out again, asking for a full refund to which we received no response. Vacasa responded 3 days after that on Aug 10 saying they would refund us the cleaning fee.
  

  To sum it up, Vacasa was made aware that the unit had not been cleaned after the previous tenant (I’d venture to say the place hadn’t been cleaned in a very long while judging by the amount of bugs that were plastered to the microwave) at 7:04 pm on Aug 5. Vacasa said property management would be in contact. It took FIVE days to hear anything from them and we never heard from local propert management. Vacasa DID “receive opportunity to address the cleanliness issues” and chose to ignore it. You cannot expect people to pay over $1000 to stay in a home that has not been cleaned after the previous tenants!

  
  Sincerely,
  
  
  
  *** ***

  

  Business Response

  Date: 08/30/2022

  Thank you for taking the time to provide us with this information. Our records indicate that you reached out to let us know that there was a subpar clean, provided photos, but also notified us that you had made other accommodations. This is the message we received from you “I don’t think it’s possible to make this right since it’s past 6:00 pm. I would like the reservation to be cancelled and a full refund given. We’ll find alternative arrangements”
  After receiving your message, we were given to believe that you had made other accommodations and weren’t in need of the issues being addressed right away. Once our team was able to enter the home, we found the issues were as you noted and refunded the cleaning fee. But we were not given an opportunity to address them prior to your departure. That said we will not be providing further compensation
  
  

• Initial Complaint

  Date:08/13/2022

  Type:Sales and Advertising 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 vacation week for ************ at this property through VRBO and then confirmed on Vacasas app. They stated this was a clean room and property. This was a NIGHTMARE experience in which I had to leave earlier than my sister due to bodily rashes and illness from inhaling mold! We woke up to roaches scattering about the room. Roaches all throughout the property. I had to throw away all of our food just purchased on the way to the property. I woke up with such bad bodily rashes that the attendant at the front desk offered to comp my booking fees even knowing that I was going through the BBB for resolve. She offered with me asking because thats how bad the rash was. I took pictures as well. I was advised I was NOT the first guest to state such either! They were all aware of the ***** infestation as another male property manager advised me. WELL STATE THAT TO POTENTIAL RENTERS! They are also already aware of the **** ISSUE that caused me to become terribly sick even continuing now while I am back at home! STATE TO POTENTIAL RENTORS THAT IF WE HAVE BREATHING ISSUES AND IMMUNE HEALTH ISSUES THAT THIS IS NOT THE ***** TO STAY! I almost died and coughed up so much my as I had to leave 3-4 days in! Terrible! I paid $1071 OUTSIDE of the $102 booking fees. THIS IS TOO MUCH MONEY to have such a terrible stay. This property company is MISLEADING customers online and stating inaccurate statements and descriptions about the ************ property! I am REQUESTING HALF OF MY MONEY SPENT AS A REFUND. If not, I will be contacting my cousin who is an attorney and taking this all the way even if I end up on the news. This is a complete misuse of power and this is theft as far as I am concerned! *** already started leaving my reviews and will be reaching out to my brother who is a CTO in the ** to see how we can get a website up dedicated to Vacasa! Showing real reviews and complaints, pictures and all. This is how unsatisfied I am!

  

  Business Response

  Date: 08/17/2022

  Thank you for supplying us with these details. As the safety of our guests and staff is paramount, Our unit was inspected and no mold was found. Our unit was inspected by the South ************* of ****** and Environmental Control, a certified pest company and no ***** infestation was found. They did however find a few Palmetto bugs, they typically are found outdoors in the palmetto trees and do occasionally make their way inside, in a similar way that spiders might. Ocean park is 100% pet friendly which may have contributed to any allergies. We have refunded fees in the amount of ****** and we feel as though that is a fair amount of compensation.
  
  

• Initial Complaint

  Date:08/11/2022

  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 was promised safe and secure lodging between July ***** 2022. I paid $305.52 and only stayed one night and I have not received compensation for my lack of stay or the items that have been stolen from the lodging at *****************************************************. The business has ignored every single request we have made to track the items or refund any amount of money. My many attempts to speak to a manger have been met with employees who hang up the phone. They failed to secure the premises four times by giving me three door codes that did not work, and a code for the master key lock box which did not contain a key. They had two doors that did not have electronic locks and they did not have keys for those either. They have an obligation to provide reasonable care for the guest, which they failed to provide by locking me out and losing the physical keys to the premise.They failed to keep their promise of providing me pictures of my items and shipping information. I lost a laptop worth $949.00, $130.25 in food and toiletries and $400 in accessories (clothing, bags, etc). They have not refunded me for the night that I did not stay on the premises.

  

  Business Response

  Date: 08/15/2022

  Thank you for taking the time to share these details with us and we apologize for any inconvenience you experienced. It looks as though you have been in contact with our local team and your items have been recovered.

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17704906
  
  I am rejecting this response because: 

  This response is completely false. The business has failed to connect me to their local staff/team; I spoke to a local staff member (named **) once, the day of my check-out (07/27/2022), and have not been able to get in contact with him since. Every time I request to speak with a local Vacasa staff member or supervisor, I am either: 1. Hung up on over the phone, or 2. Told over the phone they will send me an email with a record of our phone conversation, yet I never receive it. Vacasa also has not recovered my items. They refuse to send me a status of my items, to send me a shipping form for my items, and to tell me the location of my items. I was told by ** on July 27, 2022 that photographs of my items on property were taken by Vacasa Housekeeping Staff on July 27, 2022. I have asked for these photographs multiple times, and according to the rest of the staff, these photos are nowhere to be found. Also, Vacasa's response is lacking a vital detail: that their security measures were not only unacceptable and reckless, yet also extremely dangerous. I paid money to have a nice vacation, and instead, my safety was put at risk and now I continue to pay the price instead of Vacasa. They have failed to acknowledge my requests for a refund in the response, as well.

  Vacasa will not send me an email confirming any of this information after my many, many attempts to receive one. One example is a staff member, ******, telling me she would send me an email of our conversation, and when I asked her to send it while I was on the phone with her, she hung up on me. I was hung up on again when I called back immediately after. All I want is an email from Vacasa confirming this situation, my belongings, and my money back.

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

  

  Business Response

  Date: 08/29/2022

  Once again thank you for providing us with these details. Our records indicate that you spoke with our customer service representative on 8/14 and again on 8/15, again on 8/20 you sent an email, our team also reached out to you on 8/24, and again on 8/28. Again it looks as though the items were retrieved and arrangements have been made for you to pick up the items.
  
  

• Initial Complaint

  Date:08/11/2022

  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 cabin with Vacasa, 8/3/22-8/6/22, based on information in the posting, https://www.vacasa.com/unit/31456, total cost $1,693.31. When we arrived late 8/3/22, the smell of musty mold and mildew upon arrival was overwhelming. The sheets were stained, the carpets stained, pillows covered in dog hair and my daughter opened a door from the bedroom finding buckets and broken glass. I reached out the same night to advise because it was late we had to stay the night, but could not stay as the cabin was uninhabitable. I sent pictures and described the smell (worst part) the following day to prevent anyone else from experiencing the smell, danger of the cabin. I was advised the maintenance team would confirm my complaint and refund the charge. I received a partial refund of $215.18 today. I inquired if this was an error as I was told I would receive a refund (via text ************.

  

  Business Response

  Date: 08/14/2022

  Thank you for taking the time to share these details with us and we apologize for any inconvenience you experienced during your stay. Our local team made a point of inspecting the home after your departure. They were unable to detect any mildew smell nor were they able to find any other issues with the home. The cleaning fee was refunded for the cleanliness issues you encountered during your stay. We feel as though that is adequate for the issues you encountered.

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17703361
  
  I am rejecting this response because:

  It is impossible for anyone NOT to smell the musty, mold and mildew in *****'s Place, *******. My husband is a Fire Chief and was concerned about staying the night. It is obvious your staff did not actually visit the site. In addition to the smell, as I previously stated, the sheets were stained (refer to attached image, definitely not COVID compliant), the carpets stained, pillows covered in dog hair (refer to image), blankets appears to have never been washed (not COVID compliant) and my daughter opened a door from the bedroom finding buckets and broken glass (refer to attached image of safety hazard). Additionally, there was not a single smoke alarm in the tril-level cabin, very unsafe

  
  I submitted my complaints via text and was told I would receive a full refund (text ************).

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

  

  Business Response

  Date: 08/28/2022

  Once again we appreciate you providing us with these details. At this time we are not prepared to offer further compensation. There were no safety risks to any guests and we refunded your cleaning fee for the cleanliness issues.
  
  

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17703361
  
  I am rejecting this response because:

  Not only was the mold and ************ a health risk, when my youngest daughter stepped out immediately outside her bedroom door, she encountered broken glass and gravel as pictured. In addition to the mold and mildew smell, lack of smoke alarms in attic advertised as a loft with two twin beds without exit and broken glass immediately outside the bedroom door, these are clear health hazards. I've shared my pictures and feedback to share with others to ensure they are aware of these dangers when booking this cabin, but my review was not posted. Clearing false advertising. 

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

   

  Spike's Place ******* Lake Tahoe VACASA VRBO 

• Initial Complaint

  Date:08/11/2022

  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 own a property that was managed by Vacasa for short term rentals. There were multiple repair and cleaning issues that Vacasa was supposed to rectify but failed to do so. After serious negligence on Vacasa's part we wrote to them to stop all guest stays as our property was being damaged and Vacasa was negligent in its contractual duties as property manager. We received an email from the local property manager accepting fault and telling us that the issues would be fixed (we are insured for all damage caused by guests and we pay for this insurance thru Vacasa). I then received a call a few days later from the same person who verbally abused me, told me that our property does not make them any money and they do not want to work with us and they are offboarding us from their platform. We highlighted to them that as long as they fix the outstanding issues we are ok with this as we have no interest in working with people how are abusive and negligent in their contractual duties. These issues are still outstanding. We had a $500 reserve balance with Vacasa that they now refuse to return and are charging us $5,266.12 for something called forced moves (moving existing booking to another property) when they told us they did not want to work with us anymore - this is completely illogical. Vacasa was negligent in it duties, when we highlighted this I was verbally abused, told that they do not want to work with us, and now they are keeping my reserve balance and charging me money for a problem that they caused. All of these issues have been communicated to the company and local manager and there has been no response. At this stage I just want my reserve balance back and close this unfortunate chapter. They are also charging us for services we declined, communication regarding all these issues is documented and attached. Our statements from June and July 2022 with charges is also attached.

  

  Business Response

  Date: 08/21/2022

  Hello Amad,
  

  Thank you for reaching out to us and bringing your concerns to our attention. We would like to sincerely apologize for the negative experience you had throughout the time we managed your home. I was able to confirm that your current balance for July 2022 comes out to -$5,266.12. To discuss this balance further you will need to contact our Owner Support team directly. Our Owner Support team will be able to assist you so we can complete the termination process and have it all finalized in our system. We hope you get the support you need and that the termination process is resolved soon. I apologize for not being able to be of more assistance.

  Thank you. 
  

  
  

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17702954
  
  I am rejecting this response because:

  1. i have already contacted owner support multiple times - no one has responded - so please check within your organization before telling me to contact owner support. if owner support had resolved this matter i would not be filing a complaint on this forum. 

  2. please re read my complaint - Vacasa told us they do not want to work with us (documented in the email i have attached to my complaint) - they have cancelled all existing bookings and moved them (documented in the email i have attached to my complaint) - and are now charging -$5,266.12 because they have moved the bookings - they are not returning our $500 reserve deposit - this behaviour is illegal.

  There has also been no apology from your company regarding the verbal abuse I recieved. 

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

  

  Business Response

  Date: 09/13/2022

  Thank you for taking the time to leave us these details. Our records indicate that your reserve was released on your final statement.
  
  

  Customer Answer

  Date: 09/21/2022

   
  Complaint: 17702954
  
  I am rejecting this response because: this is getting beyond ridiculous - the business is flat out lying. I have not received any of my reserve back (see attached Vacasa's own statement for August)

  Instead Vacasa is continuing to charge me for various items after they terminated our relationship - see attachment where this is clear.

  Vacasa - please see your own accounting and customer records before answering. 

  I want my $500 reserve back so I can stop wasting my time with this nonsense. 

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

  

  Business Response

  Date: 09/29/2022

  Thank you again for sharing these details with us. We can see on your statement that you do not have a reserve balance. It is zeroed out. It has either been returned to you, or was used to address issues that needed resolved, as it is purposed for.

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 17702954
  
  I am rejecting this response because: VACASA is incorrect, inaccurate, lying, has not read my complaint or looked at any of their own statements that they have sent me.

  I had a reserve of $500 - then VACASA terminated our relationship in June - then they added a bunch costs including cleaning and maintenance till the month of September 2022. They have not had access to our property since June 2022 so how can VACASA claim these "expenses". VACASA cannot just "zero" my reserve and claim that because it is zero nothing is due - this is called theft. 

  VACASA - look at the statements that you have sent me since June and please explain all these "costs" itemized. ******* Hilde <**************************************************> terminated our relationship on June 24th - so explain each and every itemized cost to me since then. 
  

  I have still not been contacted regarding an official offboarding process despite sending multiple requests so let me know what the process entails. At this moment the "offboarding" I have experienced is one where VACASA keeps my money, and refuses to actually read any of my emails, refuses to answer any of my calls and even on this forum refuses to read my complaint, statements that they have sent me and basically just tells me to forget about my funds that they have stolen. 

  This is belligerent incompetence and theft.  

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

  

  Business Response

  Date: 10/12/2022

  Once again thank you for providing us with these details. As you can imagine, offboarding a property can take some time and the termination is not final until 90 days after the date of notice. Especially when there are still any existing reservations. We have to make accommodations for those misplaced guests and owners may incur costs of moving those reservations. Additionally if there were items that needed repaired for existing reservations that were honored, we would have needed to address those. You can reach out to our homeowner support team to discuss your final statement and they will be able to answer any questions you may have.
  
  

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 17702954
  
  I am rejecting this response because: once again Vacasa is not being transparent. Vacasa explicitly informed us and told us that they are terminating our relationship - they chose to throw us out as clients. And now are trying to charge us for future bookings that they had to cancel because of their decision? how is this logical?

  Again all this is documented in my initial email via this platform - Vacsa is clearly not even reading the evidence. We are not they ones that forced moves Vacasa did. This is documented. Multiple times and evidenced. 

  I have reached out to Vacasa's owner relations, team, team on the ground multiple times via email and phone and they have still not replied. or given us our money back. 

  Vacasa claims it takes 90 days to offboard - it has been ************************************************* told what off boarding entails. the damage to our house has also not been fixed or addressed. 

  We have faced damage to our property because of Vacasa's negligence, again this is evidenced, this damage has not been repaired and they are stealing our reserve balance and just continue to lie and misrepresent facts. Unfortunately for you Vacasa - I have documented written emails from you admitting your faults so you can keep denying the facts but ultimately you are in the wrong and I have written proof from you.    

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

  

  Business Response

  Date: 10/26/2022

  Once again thank you for taking the time to provide us these details. Our records indicate that our relationship terminated as a result of homeowner not complying with contract terms. As this is the case, any reservations that were cancelled would still be charged to owners as they were non compliant causing us the need for termination. The home has been terminated in our system. That was finalized on 9/30. We would not be providing any further funds.
  
  

  Customer Answer

  Date: 10/28/2022

   
  Complaint: 17702954
  
  I am rejecting this response because: please provide us with the contractual term and details of your claim. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 11/01/2022

  Once again thank you for providing us with these details. As noted previously, your reserve was used for items that were necessary such as accommodations for misplaced guests upon the termination, owners may incur costs of moving those reservations. Additionally if there were items that needed repaired for existing reservations that were honored, we would have needed to address those. Our records indicate that we made every effort to manage your home, but there were endless phone calls where are staff werenot treated nicely or with respect, as well as constant demands for refunds even while the home wasnt booking much. As the home has fully terminated at this point and the reserve was used up as necessary for the remainder of the time the home was with us, we will not be refunding the reserve fee. 
  
  

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 17702954
  
  I am rejecting this response because:

  Once again thank you for providing us with these details. As noted previously, your reserve was used for items that were necessary such as accommodations for misplaced guests upon the termination, owners may incur costs of moving those reservations - AGAIN -VACASA REFUSED TO STOP WORKING WITH US, VACASA TERMINATED THE RELATIONSHIP BECAUSE OF MISMANAGEMENT AND THE INABILITY TO FULFILL CONTRACTUAL OBLIGATIONS. VACASA HAS CLAIMED THAT I AM IN BREACH OF THE CONTRACT. I HAVE ASKED THEM TO HIGHLIGHT THE BREACHED CLAUSES AND FOR A COPY OF MY CONTRACT (VIA THIS FORUM AND VIA EMAIL, I HAVE STILL NOT RECEIVED THE CONTRACT THAT VACASA CLAIMS HAS BEEN VIOLATED).

  Additionally if there were items that needed repaired for existing reservations that were honored, we would have needed to address those. - NONE OF THE ***** THAT NEED TO BE ADDRESSED HAVE BEEN ADDRESSED. THERE IS DOCUMENTED PROOF WHEN VACASA CLAIMS THEY WILL REPAIR THE DAMAGE, BUT THEY STILL HAVEN'T. 

  Our records indicate that we made every effort to manage your home, but there were endless phone calls where are staff werenot treated nicely or with respect, as well as constant demands for refunds even while the home wasnt booking much. - THIS IS A LIE - IT IS VACASA'S STAFF THEM VERBALLY ABUSED ME, I HAVE PROVIDED DOCUMENTED EVIDENCE OF THIS WHEN IT HAPPENED. THERE WERE PHONE CALLS TO STAFF BECAUSE VACASA WAS NEGLIGENT IS MANAGING THE HOME.

  THERE WERE RESAONABLE DEMANDS TO FIX BROKEN ***** IN THE HOME THAT VACASA REFUSED TO REMEDY OR EVEN IDENTIFY AS PROPERTY MANAGER, WHICH THEY ARE CONTRACTUALLY OBLIGATED TO DO. THERE IS DOCUMENTED EVIDENCE OF THIS. WE WERE INSURED FOR EACH GUEST STAY VIA A POLICY SOLD BY VACASA FOR DAMAGE CAUSED BY GUESTS AND WE WERE UTILIZING A POLICY THAT VACASA SOLD TO US AND CHARGED US FOR. I FAIL TO SEE THE RELEVANCE OF "THE HOME WAS NOT BOOKING MUCH". WHEN IT WAS BOOKED, DAMAGE WAS DONE - AND NEEDS TO BE REMEDIED. VACASA IS CONTRACTUALLY OBLIGATED TO REMIDY ANY DAMAGE - ACCORDING TO THEIR CONTRACT. 

  THERE IS DOCUMENTED EVIDENCE OF THIS ALONG WITH PHOTOS WHERE VACASA HAS ADMITTED THEY ARE AT FAULT. THIS HAS BEEN PROVIDED TO BBB IN MY ORIGINAL COMPLAINT. IT IS UNCLEAR TO ME IF VACASA HAS READ THE ORIGINAL COMPLAINT, BECAUSE IN THOSE EMAILS VACASA HAS ADMITTED WHEN AND HOW THEY WERE AT FAULT. 

  As the home has fully terminated at this point and the reserve was used up as necessary for the remainder of the time the home was with us, we will not be refunding the reserve fee. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/11/2022

  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.

  Was forced to cancel reservation due to covid restrictions in ****** preventing travelers from renting short-term rentals. Company did not offer a full refund only a partial refund when I refused to violate Hawaiian law. When I took the issue to my bank, company said they would offer partial payment if need be and ultimately offered me nothing.

  

  Business Response

  Date: 08/14/2022

  Thank you for sharing these details with us. We are sorry to hear that you had to cancel your travels. We are having some trouble locating your reservation. Please supply us with the name associated with the reservation and the reservation/confirmation number and we will be happy to look into this further.

  Customer Answer

  Date: 08/14/2022

   
  Complaint: 17702822
  
  Confirmation/reservation number is X9JCTYQ7. Can you let the business know this?
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/29/2022

  Thank you for providing that information for us. Our records indicate that we did agree to a 50% refund, but then found that you had filed a chargeback, at that point we were no longer able to process anything on our end. And you would have needed to reach out to your financial institution for assistance as they were representing you once you filed the chargeback. Please contact your financial institution for information regarding the funds.

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17702822
  
  I am rejecting this response because: this is the same run around I received last time. The bank informed me to just ask the merchant and the merchant points to the bank. It is in the merchants hands to provide the refund.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 09/21/2022

  In regards to your question I am unable to verify due to a credit being used for the transaction and that credit card now being closed. My bank unfortunately does not allow me to lookup transactions for a closed account.
  
  Kind Regards,
  *****************************
  

  
  

• Initial Complaint

  Date:08/11/2022

  Type:Delivery 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 canceled my contract with Vacasa on June 17, 2022. They are now charging me for a rental on June 30, 2022 weekend, which was never booked as I put an owner hold on my property through end of the year just to get rid of them. They have taken a deadbolt lock from my door and never replaced it so I had to change all exterior locks. They are holding my maintenance reserve money with no idea when it I will get that back. The local team ********************* ******************* and *********************** have either left the area/company or don't respond to emails or texts. This company is fraudulent and unresponsive.

  

  Business Response

  Date: 08/18/2022

  Thank you for taking the time to share these details with us. We are sorry to see you go. Our records indicate that the forced move charge came out of the July proceeds and it wont be refunded.  You will receive your reserve as soon as the account is fully terminated in our system. This process can take a bit of time. We appreciate your patience. 
  
  

• Initial Complaint

  Date:08/11/2022

  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.

  Rented a condominium in Ocean City Maryland. We arrive at the condo and within an hour I have contacted them about numerous issues. A wall socket is hanging out of the wall, the bathtub doesn’t drain properly. The dishwasher, garbage pails in the kitchen and the refrigerator are dirty, and there are not sheets or pillowcases for the pullout couches. I have called and texted Vacasa 11 times and have walked over to the local Vacasa on Monday to talk to them. The only thing that has been addressed is the bathtub drain. Yesterday the shelf in one of the closets came off the wall. I texted again. A nice text back but nothing has been addressed. I realize this is not the owners fault but I would like the Vacasa fee back.

  

  Business Response

  Date: 08/16/2022

  Thank you for taking the time to leave us these details. We apologize for any inconvenience you encountered during your stay. Our records indicate that our team was able to address the issues you let us know about as quickly as we were able. Additionally we refunded your cleaning fee and we feel as though that is adequate for the issues you encountered. At this time we feel no further compensation is warranted.

  Customer Answer

  Date: 08/17/2022

   

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As a vacation management company the state of the residence is VACASA's responsibility.  Clearly, they charge fees to not only the owner but to the consumer renting the space.  Their upkeep and response to complaints was abysmal.  After receiving multiple complaints during the first three days of our stay the only issue that was addressed was the slow draining tub. The only reason that the tub was addressed was because I went to the local office to complain. The outlet hanging out of the wall, (clearly a safety issue) remained throughout our stay. I want to be clear that the local VACASA staff were lovely and had the tub addressed within hours.  

  VACASA's entire fee including reimbursement to the owner should be refunded.  

  The cleaning fee was $132.00.  Yet the total fees for the week were $1177.00.

  i would strongly discourage anyone renting or owning a rental property from using VACASA as a management company

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

   

• Initial Complaint

  Date:08/10/2022

  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 rented a condo in **********, ** through Vacasa. We stayed at Oceanaire 104 July 2-9, 2022. Upon arrival, the unit had not been cleaned, despite paying a cleaning fee. There was blood on the patio and patio furniture, as well as on the kitchen appliances. We were promised a full kitchen in our unit, but the oven did not work, maintenance was never sent to fix it. There was trash on the floors upon checkin, stains all throughout the carpet, the walls were black from the dirt caked on them. Mirrors in the bedrooms were also broken. In addition to these issues, it was supposed to have been a pet free unit, but within 24 hours of checkin, my 3 year old child and myself received multiple flea bites (they were seen on the beds during our stay), my son experienced an allergic reaction to the bites he received, and medical attention was sought. Despite all of these issues being brought to Vacasas attention on numerous occasions over the past month, they have failed to offer any sort of compensation to make this right. I have also personally spoken with the people who checked into Oceanaire 104 immediately after us, and they experienced many of the same issues, blood still throughout the property, unclean unit, and broken mirrors, they also have not had their issues resolved.