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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  Vacasa

  8478 Gulf Beach Blvd Navarre, FL 32566

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:07/24/2022

  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.

  06/17/2022 Vacation Rental by Vacasa Loon Lake ***********, ** This would have been our fourth year at this rental 1/2 of the Deposit made on 2/13/21 for the week of July 7/16/22- 7/23/22. Deposit $1828.16 I made second payment on 6/9/22 30 days prior to arrival.I starting receiving texts and urgent emails.House is no longer being rented.Offered a substitute but was not comparable . After discussing with family we decided on a refund.Vacasa charged my credit card for the second half of the deposit knowing house was no longer being rented. This portion has been refunded on my credit card. First half since completed in 2021 is now being refunded by check which will take 4-6 weeks which is just unacceptable.Issues:*Not notified house was no longer being rented until second portion of down payment was being made just 30 days prior to arrival.*Second 1/2 of down payment was accepted and charged to my credit card even though house is no longer rented. It has since be refunded.*House remains on the Vacasa Website *Now we have to wait 4-6 weeks for our refund of deposit that was made in 2/21, which is unacceptable. They made the error and never notified us of the change. We are now scrambling for a new vacation rental. How can such a large company be so disorganized? Im sure there are other vacationers at this rental in the same situation for summer of 2022.Ive also reported Vacasa to the *** Attorney General.MR Business Response 06/17/2022 Thank you for sharing these details with us. We are sorry that we were unable to find a suitable replacement for your stay and for the inconvenience this caused. Please know that the refund was processed and we are trying to expedite so that it gets to you quickly, but it still may take some time for your refund to arrive. Again we apologize for the inconvenience and we appreciate your patience.Second complaint. Upcoming week is the sixth week of reimbursement timeline and no reimbursement yet for deposit made in 2021 of $1828.

  

  Business Response

  Date: 07/26/2022

  Thank you for taking the time to share these details with us. We apologize that the home you originally booked became unavailable and that we were unable to find a suitable replacement for you. It looks as though one of our customer service representatives reached out to you on 7/24 to let you know that they were checking in with the finance department to check on the status of your refund check and would get back to you. We appreciate your patience and will update you as soon as they hear back from the finance department.

• Initial Complaint

  Date:07/23/2022

  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 paid for my family to stay in a Vacasa rental in ****** at ************************************************, Salmon building #1-B. Our confirmation number is: 7J2ESQSK The unit was not as advertised. The 24/7 service is not as advertised.In an era of COVID there are safety/health issues with the status of the unit upon arrival. My family could not stay in the unit. It was not safe. We arrived to our rental after check-in time at 4:17 p.m. on July 2. The unit was in a deplorable state, which included a pile of sheets and towels, unmade beds and crumbs on surfaces and sticky surfaces, as well as mold in the bathroom.We returned to our car and immediately phoned the customer service number and were on hold for 45 minutes, receiving no response. We texted and and sent photos of the room. Were told to use the Red Sky travel insurance for a refund. However, we feel that the refund should come from Vacasa. I requested for a manager to phone me. We returned to our room at 5:00 p.m. and the room was in the same condition. We had no choice but to leave the premise. Quite honestly, the unit requires a deep cleaning that would take several hours or days. We had to find other accommodations last minute, calling several other hotels, etc. On July 3, I texted the same number requesting to speak with someone and was told to email that photos again. On July 4 was the first time we received a follow-up call from **** who listened to our issues and said he would forward our concerns, requesting we also send photos.We have contacted Vacasa total of 10 times (via email, phone, and text). We have been told that the issue is being looked into. However, Vacasa has done a poor job of responding to this problem, and we feel like we're being dismissed. We are requesting a full refund of $905.46, plus additional compensation of $300 for this inconvenience. Thank you!

  

  Business Response

  Date: 07/26/2022

  Thank you for providing us with these details. It looks as though our **************** team has been in contact with you. A refund has been issued. Please allow 5-7 business days for this to reflect to your account.
  
  

• Initial Complaint

  Date:07/22/2022

  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 rented a condo in piegon forge on July 21 **** thru July 24 2022 and my confirmation is PYR8XS75 $790.13 I arrived at the location AFTER receiving a TEXT that said Hi from Vacasa! Welcome to Little Pigeon Hideaway. We wanted to check in and make sure our cleaning meets your expectations. How clean was the home when you arrived? Reply with a rating from 1 to 5 (5 being the cleanest). At 4pm I arrived at 8 or so and the condo was occupied with other people. I was told they couldnt *********** and they was sure why someone would be in my PAID condo. I spent $1107.28 on a rental car and there was 8 of us out of a place to stay so we all drive back home wasted our gas in 3 cars out of different states and was only told they would refund me and refund $195 for compensation. No I want full payment i am stuck with a $1107 rental car that I wont get that back from the car company and wasted my gas and lost 4 days of work due to if I would had known I wouldnt had taken the day off and drove to *********. Vacassa fix this or I will ***

  

  Business Response

  Date: 07/23/2022

  We appreciate you providing us with these details. We apologize for any inconvenience you encountered. It looks as though we provided you with a full refund so that you could make other accommodations. As it doesnt look as though we were given time to address the situation for you before you decided to depart and refunded your stay in full, we will not be providing further compensation.
  
  

  Customer Answer

  Date: 07/23/2022

   
  Complaint: 17613076
  
  I am rejecting this response because: I was told no places was available I will contact my lawyer now 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:07/22/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a property with Vacasa for our family Vacation. We booked in *********** ********** which typically has a mild climate (highs in the 70s/80s). Within 7 days of our trip, a heat advisory was posted for our travel dates. We alerted our partners and asked if they could provide accommodations as we have young children attending. They took multiple days to respond (and only after i posted on ********* they never responded via email or phone) and informed us they would not provide any refund (the total is nearly $2,000) now would they provide fans or a/c units.As ****** parents, this was our one vacation we can afford this year. We cannot go to this property with unsafe conditions given the extreme weather.

  

  Business Response

  Date: 07/23/2022

  Thank you for taking the time to provide us with this information. Were sorry that weather has become an issue for your trip, unfortunately, as you are within 30 days from your stay, we would not typically be providing a refund. It does look as though we offered to step outside of our normal policy and would be able to refund if the home rebooks for the dates you originally rented for. Our policy is accessable on our website and is as follows: Unless stated otherwise in the home description and unit-specific terms, rental payments are fully refundable (less the amount of Vacasas booking fee, which is earned on receipt and becomes nonrefundable 24 hours after booking) for cancellations received 30 or more days before the first night of your reservation. No full or partial refunds will be granted for no-shows or if you cancel less than 30 days before the first night of your reservation, arrive after the first night of your reservation, or depart before the last night of your reservation. Except as expressly provided in this Agreement, no refunds or compensation will be given and Vacasa shall not be liable to you for failure to make the property available for occupancy if the property is unavailable or becomes partially or wholly unusable for any reason outside Vacasas control, including but not limited to adverse weather conditions, natural disasters, mechanical failures, evacuation orders or other acts of government agencies, or utility outages. Vacasa advises guests to obtain appropriate and comprehensive travel insurance that covers Renter and all Occupants and that includes coverage for personal injury, illness or disease, and property damage or loss.
  
  

  Customer Answer

  Date: 07/23/2022

   
  Better Business Bureau:
  
  I have received a proposed resolution from the business. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/22/2022

  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 room thru booking.com for one if vacasas properties in key west It wss advertised as having 3 queen **** , so to fit four adults Upon receiving final confirmation it turned out it only had 1 queen *** and not able to fit four adults Upon many attempts to reach customer service my concerns were dismissed and I only received a 20% refund I opened a claim with my credit card company that Vacasa dismissed as me attempting to bypass cancellation policies

  

  Business Response

  Date: 07/23/2022

  Thank you for taking the time to provide us with these details. Our home is advertised with 1 queen *** and 1 sleeper sofa, which does accommodate 4 people. As we did provide the sleeping accommodations advertised, and weve already processed a 20% refund we would not be providing further compensation.

  Customer Answer

  Date: 11/13/2023

  The listing advertised being able to accomodate four adults , with two separate rooms. Upon making the reservation I quickly realized it was only one queen *** and a sofa ***
  I was traveling with my family for my brothers birthday, there was no way the structure would have accommodated four adults given the requirements.
  I did not receive a 20% refund, nor do I believe it is the right outcome for having blatantly been misled and never actually using the premises.
  Im hereby requesting a full refund of the monies spent on the unused trip ( over $1000 )
  
  Thanks
  

  
  

  Customer Answer

  Date: 11/14/2023

  My apologies for the confusion.

  Im hereby requesting a full refund of the $1,123.37 that I paid for this reservation. I will not accept a partial refund of ****** (20%)

   

  I am also attaching more proof of how am eligible for a full refund

   

  Customer Answer

  Date: 11/14/2023

  Hi again, 

   

  I missed to highlight an important part. The Business' response was that the unit was advertised with 1 queen *** and 1 sleeper sofa, which does accommodate 4 people.
  
  however, if you check the screenshots I provided ( which I also provided through my credit card dispute process ) show clearly that they advertised it on booking.com as " having 3 queen ***s " ( Appendix 1 ) 

  I tried many times to contact their customer service to either confirm or cancel, but I only got a response one month after the scheduled trip. 

  The business claims that they did provide the sleeping accommodations advertised but you can tell from Appendix 1 that it wasn't advertised as such.
  

  they claim that they have already processed a 20% refund, which they did. but they should be be providing FULL compensation given the fact that it was falsely advertised, and they failed to respond to my inquiries prior to the travel dates which could've helped solved the issue more promptly 

  

  Business Response

  Date: 11/22/2023

  We appreciate you taking the time to share this information. We apologize for any inconvenience you experienced. The listing doesnt note anything about the sleeping arrangements except for under accommodation type it does note one ***room with queen *** and sleeper sofa. Also the photos clearly show there is only 1 queen *** in the home. While we see that someone did answer the guest question wrong on the site, the photos and sleeping accommodations clearly note there is only 1 *** with the sleeper sofa.

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 17612821
  
  I am rejecting this response because the issue was never addressed.

  the business claims that my concerns should be solved by looking at the pictures of the listing, but it was clearly misleading to read that there was an answer to a question on the listing about the number of beds

  more importantly, there wouldn't have been any issues if my inquiries have been addressed, I tried to contact the business many times to see if the number of beds is accurate, and never got any answer until after the fact.

  I am still requesting a full refund, not just a 20% refund since I strongly believe that this wasnt addressed properly and I shouldnt be liable for any expense

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

  

  Business Response

  Date: 11/29/2023

  Once again, we apologize for any inconvenience you experienced. But as the listing has the correct notes, we will not be processing any compensation.
  
  

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 17612821
  
  I am rejecting this response because:

   

  apologies NOT accepted, the listing did NOT have the correct information, you let false information remain on the listing and expect customers to not be mislead, and when customers try reaching out they are left astray with no response until AFTER the fact.

  how are these practices allowed ? This is utterly frustrating and should be absolutely illegal

  if the BBB mediation does not lead anywhere, I will be seeking compensation through formal legal routes

  please note that I will NOT accept the apologies nor the simple 20% refund that you had provided in the past.. I should be refunded 100% of the cost I had incurred due to your wrongdoing 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/22/2022

  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.

  Spent $4500/wk for a 3bdrm condo rental only to find numerous plumbing code violations. Reported them to Vacasa within 48hrs and was told a plumber would be dispatched forthwith to correct the issues. Despite numerous follow -up contacts with local and corporate people, it took 72hrs to get a plumber here. I personally contacted 3 local plumbing firms who each told me they could have someone available within 2-4 hrs. VACASA'S plumber addressed 1 issue only and left, telling me he was not contracted to address anything else. Despite numerous additional contacts with Vacasa, the other issues remain and 1 of the two showers in the unit is unusable because of damages that *** be causing water leakage and mold buildup.My family has been grossly inconvenienced and seek repair of all other issues immediately since we are booked for a second week. We also seek reparations for the inconvenience and loss of invaluable time we have experienced due to Vacasa's gross incompetence and failure to maintain this rental property in season as it is contracted by the owner to do.

  

  Business Response

  Date: 07/23/2022

  Thank you for taking the time to provide us with this information. We apologize for any inconvenience youve encountered during your stay. It looks as though the plumber has been dispatched to address those issues for you. We understand the frustration of having to wait, however, we rely on their availability and delays are not within our control. As this is an ongoing reservation we will not be discussing any compensation until the reservation has concluded.

  Customer Answer

  Date: 07/23/2022

   
  Complaint: 17610244
  
  I am rejecting this response .because: according to electronic communication with Vacasa on 7/23/2022, they are aware of the continuing problems but made no mention of any plumber being dispatched. In addition, it is simply not plausible that finding a licensed plumber could/should take this long if any reasonable effort to contract one had taken place.
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/21/2022

  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.

  I started to hire Vacasa as a airbnb management company for my apartment at the address in my profile as since the end of March. I was told the listing would go live on 3/24 by ************************* on 3/17 but I found it was held by Vacasa between 3/24 and 3/31. When I asked them for a compensation, *************************** admitted the unreasonable hold but didn't want to give any compensation because she didn't know if that week will be booked or not. In addition, I received my first monthly statement on 5/9 for ***** booking, I was surprised that I was charged 3 expenses in ***** totally $453.44. Firstly, it's my utensils are not enough so they spent $110 at ******* but couldn't provide me a receipt. My apartment had been used for airbnb since 2013 so it has all the necessary supplies. Secondly, there is a de-icing of AC charge of $160, which made me soend another $150 to hire a AC specialist for inspection but there is no issue at all for the *** The last, they replaced a $5 lock strike plate which took 5 minutes to install and it cost $180. All of these 3 expenses happens in ***** and I didn't get any notice at the time or afterwards before I found out myself on the statement. Therefore, I want all the $453.44 expense to be refunded and one week of average room fees to be compensated for the week of 3/24-3/31.

  

  Business Response

  Date: 07/22/2022

  Thank you for taking the time to leave us these details. We apologize for any inconvenience. Regarding Maintenance and Repairs, the following is from your contract: Owner authorizes Vacasa to perform or arrange on Owner's behalf and at Owner's expense ordinary maintenance, repairs, and services for the Home. Unless specifically authorized by Owner or an Emergency Repair, the expense to be incurred for a single item of repair or alteration shall not exceed $100.00. As the ** and lock repair were both guest impacting, therefor considered emergent, and the purchase of utensils was necessary for your home to be rented out, these are purchases and repairs we would be authorized to make.  As for the delay in your home going live, these things sometimes occur. There are a lot of things that have to happen for a listing to go live and occasionally, though rare, delays will happen. This isnt something that we would compensate for. 
  
  

  Customer Answer

  Date: 07/22/2022

   
  Complaint: 17601441
  
  I am rejecting this response because:

  1. the response dodged the questions I asked as they have done to me in the past 2 months every time I asked them. They didn't go further to investigate the detailed problem but just replied with general statements as you can see in the job notes which nobody will know what has exactly happened and been done.

  2. All of these expenses are over $100 and non-emergency.

  3. The strike plate doesn't need a replacement but just a slight adjustment which I have noticed this before but haven't got a chance to do it myself. It's not the strike plate problem but just need to adjust the strike plate a little. Customer could have done it by slightly pulled back the door a little harder to open/close the door. The replacement should be communicated. Even if it needs to be replaced, it wouldn't be $180 with $5 strike plate and $5 minute work.

  4. Our A/C has never had any problem before and after the April when the "de-icing" occurs. It could be adjusted between 65 degree and 75 degree in a short time. I have tested it at 65 degree for continuous two days in a hot 95 degree weather and it didn't have any problem. Our short term rental is usually around 2 days. Even it's frozen, turning off the A/C for an hour should be good enough to solve the issue and it can't be treated as an emergency and be charged with $160 without a clear job description. I live 10 minutes away and could usually respond to a phone call or onsite call in a short time. Some other things happened ever since and I was able to go there and solve it by myself. As I know of, my year 2013 apartment is in good condition and didn't have any issues before or after April.

  5. For the purchasing before it's live, it definitely not an emergent at all especially they hold it for an extra one week. They couldn't provide a receipt for what they bought from ******* and I didn't see much things added to my apartment which is worth $110.

  6. For the unnecessary extra hold of one week, the reply is nonsense and just want to decline it because they don't want to take responsibility. Although they admit it rarely happens, they wouldn't want to admit the mistake and take the responsibility. *************************** even told me it's their fault but they don't know if this whole week will be booked or not so they assume it's worth $0.

  7. I can't believe the whole experience and the whole response look like the same tone and must be from the same representative. During the whole conversation, higher management team were included but nobody wanted to take the responsibility and just allow ******* the account manager talk the same thing again and again. What a customer service!

  8. I will further escalate it if there is no different response. It's not for the $450 but for all the homeowners who has experienced similarly.

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

• Initial Complaint

  Date:07/20/2022

  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 had reservation# MGDH38V0. We arrived early and knew they did not allow early check in. By check in time the room was still not ready. It took maybe an additional 20 minutes and Vacasa voluntarily compensated us with $50 refund. Within 10 minutes of check in I contacted Vacasa's CS line to tell them neither of the unit's toilets would flush and the barn door to one bathroom was broken and could not be opened once shut. I was told then that someone would reach out within an hour. Over an hour later I received a text saying they hoped all was well and I restated our problems. It was more than 24 hours later before I received a text asking if we were still having problems and the local property manager ("C") did not reach out until Monday morning (> 36 hours later) to schedule for maintenance to come by. In the mean time we had used the dishwasher and it also did not work. We did learn we could flush the toilets by reaching into the back. At 11 on Monday we left so maintenance could come by. But he could not fix anything. A while later a lady came in to film the toilets. Again later that afternoon maintenance returned to attempt repairs but could not do any. On Tuesday at 4 pm "C" texted that he had an appliance guy who come come by then, but we had all just returned to the unit to rest before dinner. Wednesday 9:30 am he said he could have someone by between *****. My husband spoke with him on the phone and it dissolved into a shouting match between them. My husband asked to switch units because we really wanted some privacy. At 11 "C" said he had another unit and he would call when it was ready. He never called us back. At 3:45 I reached out to him and at 5 I finally called CS. It took until 6 for them to move us to another unit. The new unit was smaller (and <$) than our first one and we were given $206 refund. We would like 50% refund of our original cost to compensate for the poor unit and inconvenience. Refrigerator and smoke detectors were broken/missing too.

  

  Business Response

  Date: 07/26/2022

  Thank you for taking the time to provide us with these details. We apologize for any inconveniences you experienced during your stay with us. Our records indicate that you were refunded ***** on 7/9 and another ****** on 7/13 for a total refund of ******. As we were able to relocate you to another unit, we feel as though the compensation provided is sufficient.
  
  

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17595064
  
  I am rejecting this response because: The refund on 7/9 had nothing to do with our problems with the unit. It was given due to the unit not being ready when it was supposed to be. The second refund was given after we changed units.  But the second unit was CHEAPER than the one we had a contract for that we paid more money for. In addition, we spent 1.5 days of what was supposed to be our vacation either dealing with people in our unit to attempt repairs (which were not done) or dealing with the process of having to relocate. Communication with the local property management guy was a joke. He was rude and simply quit responding at some point which necessitated an outreach to the main CS number. And in reading the reviews of the unit after we got home, almost all of our maintenance issues had been issues before our arrival (previous reviews mention the toilets not flushing and the bathroom door not working), so we checked into a unit with known deficiencies. Your failure to maintain the unit should not become my problem when I have paid to rent the unit. And the paltry "refund" was in fact not compensation for four days of frustrations in a unit with multiple previously known issues. Rather, it was because the smaller unit we were moved to was in fact a cheaper unit. When a person rents a house or condo for vacation, the expectation is that the property you pay to stay in will not be a source of stress. This was not our experience at all and for that I am quite disappointed. 

  This was not our first vacation rental, but our first with Vacasa. It will for certain be our last with Vacasa. The handling of our issues during our stay was sub par and the response afterwards has been as well. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/19/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rented property located at ***************************************************************************** from Thursday July 14 to Sunday July 17 for the price of $2,702. The property is describe as a luxuriously comfortable showcase of the beauty of the Smoky Mountains. Enjoy stunning views of the rolling hills from this scenic spot within *********************** -- a prime location for a relaxing and private vacation. Come inside from a soothing soak in the private hot tub to watch your favorite movies in the home theater and be sure to stock up the minibar so you wont have to pause the show. During our stay we found previously broken chairs outside of the property, a broken barstool within the property with sharp exposed screws, gaming center was broken, hot tub was broken, multiple fixtures had missing or burned out light bulbs, handles were missing from bath tubs, toilets would not properly flush, old food stuck to the outdoor grill, ants throughout the main level, bath tub jets did not function, oven would not heat properly and satellite televisions would not function consistently. These concerns were escalated to Vacasa on Thursday July 14 and Friday July 15 via their text chat. The representative notified me that local staff would contact me to determine a resolution. Local staff never followed up. I notified Vacasa again via the text chat function on Friday July 15 and again on Sunday July 17 that local staff never followed up. To date no one from Vacasa has followed up on our complaints regarding the condition of the rental. Further my review of the stay has not been posted to the Vacasa site after being submitted on Sunday July 17. The property is in disrepair, unclean and far from the luxurious comfortable showcase advertised. In addition to the misleading description and listed amenities, photos of the property do not represent the actual state of the property.

  

  Business Response

  Date: 07/26/2022

  Thank you for taking the time to share these details with us. We apologize for any inconveniences you experienced during your stay with us. It looks as though we were able to provide you with some compensation for the issues you encountered in the amount of ******.

  Customer Answer

  Date: 07/26/2022

   
  Complaint: 17591781
  
  I am rejecting this response because:the compensation provided is only a reimbursement of the cleaning fee I previously paid for and does not account for the falsely advertised state of the property including the multiple broken fixtures and appliances. Suggesting that these errors were fixed AFTER our stay does not resolve the problem nor does it remediate the adverse impact to me and my guest during our stay.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/01/2022

  Once again thank you for providing us these details and again we apologize for any inconveniences you experienced. We offered to address the items for you but were not given the opportunity to do so as you stated, it would detract from your time even more, even though you are not required to be present for any repairs. Our contract states: The Property is provided as is, and we are not responsible for the inoperability or unavailability of any amenities. You agree to contact Vacasa, using the contact information provided in your confirmation email, as soon as you notice any maintenance or housekeeping problem, or any potentially hazardous condition, at the Property, or if any incident occurs at the Property that is related to such a problem or condition. You further agree to give Vacasa a reasonable amount of time to respond to your report and to cooperate with Vacasas efforts to address the concern or provide a remedy. We will take reasonable and appropriate steps to remedy any reported problem as soon as practicable. Given that we were not allowed to address the issues, we feel as though the already refunded ****** is suitable and we will not be providing any further compensation.
  
  

  Customer Answer

  Date: 08/02/2022

   
  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:07/19/2022

  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 am a homeowner utilizing the platform as an owner for about 5 months. There have been many issues with this company including poor communication, wrong charges, missing items, and insurance claims being unfairly denied. Vacasa offers homeowners to pay a nightly rate of insurance per stay so if anything happens, damages can be covered with the insurance program called Assurant. An incident occurred with our flooring where there were huge gouges out of it and scratches. We reached out to the local team and claimed it was from guests moving furniture which is not allowed but there were not the proper feet on the bottom. They agreed to put it through the Assurant program for damages repaired. Finally, when they got back to us they said their in-house handyman fixed it. We don't live in the area, so we assumed everything was handled. When we visited our home a month or so later and looked at the fix of flooring we were shocked. The scratches were not completely filled in and fixed and they stained the area of the damage only, leaving a huge blob-like stain in the middle of the living room floor. They also moved all the furniture around to cover the still remaining scratches and the massive stain. We reached back out to our local contact who agreed after seeing the images that the stain was an unacceptable fix and looked terrible. She said she would start looking for quotes for a full repair of the flooring. Weeks go by and we hear nothing and finally ask for a phone call where they say sorry we can't find anyone at this time. Finally, a new guy stepped in and said he may know someone and was able to have the repair man over the same week to quote it. The quote came back to do the proper job at $3,000 - $4,000. After this total was shared with the Vacasa team they said they are unable to pay for this fix and they are sorry. I have emailed multiple times and received no response. We paid into an insurance program for this exact scenario and now have no recourse.

  

  Business Response

  Date: 07/26/2022

  Thank you for taking the time to share these details. We are sorry that you are unsatisfied with our services. We are unable to find any correspondence about any floor issues at your home. If you have more specific information, email dates or copies of the correspondence we will be happy to look into this further. 
  
  

  Customer Answer

  Date: 07/26/2022

   
  Complaint: 17591154
  
  I am rejecting this response because: 
  Complaint: 17591154
  
  I am rejecting this response because: I have lots of correspondence of texts and emails stating the issue of the flooring And how Vacasa was going to fix it. If I can be connected with a Vacasa rep I can share more than the 4 attachments that BBB allows to be added. The issue was reported in April and the market manager agreed it would be put through the assurant program. Please see screen shot message. Then after I visited the cabin and saw the fix that they had the internal maintenance man do, I raised a complaint against it and the market manager said they were going to fix it and start to look for a quote to get it done. Can I be connected with someone at Vacasa to share all the correspondence. I have also sent 3 emails in the last 15 days that have gone unanswered by the in market team as well as the higher up district manager. 
  
  ***************************
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/01/2022

  Once again we appreciate you sharing these details with us. Unfortunately, without email dates, or other correspondence specifics, we are unable to assist. As we looked back through emails and tickets for your home. We are still unable to find any mention of the floors. Please contact owner support to share the correspondence. 
  
  

  Customer Answer

  Date: 08/02/2022

   
  Complaint: 17591154
  
  I am rejecting this response because:
  I have shared proof, emails, and screenshots and still have not been contacted from Vacasa for a fix. 
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/08/2022

  Thank you again for sharing these details with us. We have asked our owner support team to reach out to you to discuss the floor issues.
  
  

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17591154
  
  I am rejecting this response because: I reached out to owner support and they said the local team would get back to me. Still no response. They also said the local manager is as high as we can escalate the issue. Terrible customer service. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/26/2022

  Thank you for this update, ******. While we do not have any new updates to report, please be assured that local staff and owner support are involved and they are continuing to investigate the open complaint. They will continue to be in contact with you as more information arises. While we regret that you are choosing to terminate with us, we offer our well wishes in your future endeavors.

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17591154
  
  I am rejecting this response because: local business managers have stopped responding. Radio silence from all parties. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/04/2022

  Thank you again for providing this information. We are still unable to locate any communication. Can you please provide the address of the rental home in question. We may have it mixed up with another. We apologize for any inconvenience.

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17591154
  
  I am rejecting this response because: It is still not solved. 

   

  300 ****************, *************, ** 92314

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

  

  Business Response

  Date: 09/14/2022

  Once again thank you for providing this information. We apologize for the address mixup. We can see that there have been discussions about the flooring. However, Our records indicate that the insurance will not be covering the floors and that you were notified that you would need to contact the furniture company that installed the furniture without a leg that caused the damage to repair the flooring.
  
  

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 17591154
  
  I am rejecting this response because: I have already uploaded the screenshots where the in market manager had agreed to address and fix the flooring. Then once they half way fixed it and were called out on it, they then refused to pay for the real ******** because the price was too high. They already agreed to fix it and did a poor fixing job. This admission of actually fixing it along with the screenshots feels like enough evidence to prove they already agreed to fix it. And then once provided a real bill to complete the work properly and not have an in house maintenance man do it, they say they wont. 
  
  Sincerely,
  
  ***************************