Complaints

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

close

Find a Location

Vacasa has 29 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Vacasa

  850 NW 13th Ave Portland, OR 97209-3680

  
• 

  Vacasa

  926 NW 13th Ave Ste 200 Portland, OR 97209-3083

  
• 

  Vacasa

  8478 Gulf Beach Blvd Navarre, FL 32566

• 

  Vacasa

  50 Donati Road Oakland, MD 21550

• 

  Vacasa

  8350 E Evans Rd Ste A4 Scottsdale, AZ 85260-3637

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:04/16/2025

  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.

  After paying for the rental of the property, Vacasa then charged an extra $50.01 cleaning fee because they said we did not break down the bed and clean the towels.

  

  Business Response

  Date: 04/17/2025

  We appreciate you sharing these details with us. We reviewed the reservation and tickets and looked at pictures of the unit after your checkout. We would like to remind you that in our rental agreement, under section K. Consequences of Breach, Charges for Damage, it says that we can charge an additional cleaning fee of up to $500 (or the actual cost of cleaning services, if greater) for violations of any of the guest policies or for excessive cleaning required by the acts or omissions of any Occupant during your stay. This permits us to charge your credit card for the extra cleaning.
  
  You left dishes and trash in every room of the unit. You also did not comply with the checkout instructions that were available to you before you checked out. This caused us to have to do more cleaning than was necessary during a regular cleaning, and why the local management staff charged the additional $50.01 to your credit card. Our local staff sent over a copy of the pictures to you for your review. We will not refund the extra cleaning charge, as we had a valid reason for charging the extra fee.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23215007
  

  I am rejecting this response because:

  
  We paid the cleaning fee when we rented the property from you.  There was no mention during our stay or in the check in instructions that all trash had to be emptied.  Also, there were not dirty dishes in every room.  They were all near the sink.  Do you expect a rental person to wash your dishes and take out the trash along with cleaning up the apartment even after they already paid you a cleaning fee??  Your customer service is horrible and we will never rent from you again. None of your terms were outlined at check in or check out.  There was broken glass on the kitchen floor when we arrived and when I asked for a vacuum to clean it up, your responding agent couldn't help us.  We should charge you for leaving broken glass on the floor when we checked in.  I will continue to dispute this charge. 
  
  

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

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a house for vacation through VRBO and Vacasa is the property owner . We contacted them the first day letting them know the air conditioner hvac system was not working . We had to shut off the breaker and it came on for all of 20 minutes so we reported the issue again which was on the Monday we arrived . Then we contacted again the 2nd day and let them know it was still not fixed . Again on the third day they finally sent out the property manager and he finally got it working and left and it stopped working again after 20 minutes and we never did get a remote for the living room tv . On the 4th day they finally sent out a hvac worker and they fixed it after 5pm on that Thursday and we were checking out SATURDAY ! The **** worker let us know it had nothing to do with us and it was due to a safety issue . I contacted them every day we were there and when we left we were told someone from guest services would reach out and they never did reach out to let us know about compensation. I had to keep messaging to get any type of response from them . They came back with a refund of $145 off the bill without air from Monday to Thursday and we were checking out Saturday morning . It was HOT in the house and we had 7 teenagers . They have not reached back out once I told them it was unacceptable for a refund of $145 as that isnt even full compensation for a one day stay.

  

  Business Response

  Date: 04/17/2025

  Thank you for sharing these details with us. We apologize for any inconvenience you experienced. Our records indicate that compensation has since been processed for an additional $406.00. We feel this additional compensation is fair and reasonable given the issues you had in the unit during the stay. 
  
  

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23208196
  
  I am rejecting this response because: I have yet to receive additional compensation and the response from this business has been zero to none by the local team and which I have communicated with the business every day ! 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:04/13/2025

  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.

  We booked a stay at an abb they manage and the air conditioning went out and no compensation was offered as the air was not fixed during our stay and the only thing that was offered was to move us to the 2nd floor but that was not a solution as my husband has a bad knee and moving suit cases up Stairs was not a working solution. There has been no monetary reimbursement offered.

  

  Business Response

  Date: 04/14/2025

  We appreciate you sharing this information with us. We apologize for any inconvenience you experienced. Were having some difficulties locating your reservation information. If you would please provide us with the reservation confirmation and the name associated with the reservation were happy to look into this further.
  
  

  Customer Answer

  Date: 04/14/2025

   
  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.

  Here is the information requested 

  ***** Collins 

  Front Beach Retreat D1

  Confirmation
  
  RR548Z23
  Guests
  
  2 adults, 2 children
  Check-in
  
  4:00 PM, Saturday, April 05, 2025
  Check-out
  
  10:00 AM, Wednesday, April 09, 2025
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/17/2025

  Thank you for your response. We have reviewed the reservation and all documentation. We have already issued you a refund of $147.00 on 04/10/2025 and offered an additional $100 refund for the loss of amenity and the inconvenience of the A/C being out for two days. This amounts to a little over 25% of the reservation total. The compensation is more than fair and reasonable based on our parameters for loss of amenity. We hope you understand. Please let us know if you have any further questions.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23198125
  
  I am rejecting this response because:

  I feel that only offering a 25 % refund for a broken AC unit that you refused to call us with any information. We had to do all the communicating to get any answer. I feel that this whole trip should have been credited back. If that is all yall are willing to do then fine I will continue to complain to VRBO, BBB and Florida Tourism. You were wrong in the way we were treated and with me having to ask for compensation. You / your company have not offered nor called on your own to appologize or offer any other help other than to put a person with a bad knee in a 2nd story with only steps to carry bags up. We found this place because we needed a place on ground floor to unload bags. I will not let this go and I will continue to offer my advise to not use your company because you are not family friendly nor responsive to any complains. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/10/2025

  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.

  Our family vacation dates: April 6-11, 2025 Booked through Vacasa and stayed at the *************** in ***********, ** Sunday April 6, I notified their support team of water damage noted when we arrived. I received no reply. I found another number to contact. My message: There is noticeable water damage on the ceilings of both the bathroom and kitchen, with water dripping onto the kitchen counter. Additionally, while unpacking my toiletries, I placed a few bags in the bathroom sink, which then became detached from the undermount of the counter. It appears this issue has been repaired previously, as a significant chunk of sealant has come off and shows signs of deterioration. I do have pictures if you need to see them. Their reply: Thank you for holding, I do apologize for the issues of the home. Would like any of these address or only to be noted? I replied, The sink definitely needs to be addressed. I had put a few items in the top drawers and cannot open them now. The drawers are holding the sink up at this time. It could be putting stress on the drain pipe. I don't want this to become a bigger issue for you. The water damage is not an issue for us. I understand the humidity here. I only wanted you to be aware. They replied, Okay sure I will inform the local staff on this will need to collect a good call back number. I gave them my number. Someone knocked on our door the next morning. They thought they were coming to fix a kitchen sink leak. They couldnt help with the actual problem and would pass that along. We told them we leave on Friday and had belongings stuck in the drawers. I have more information about the lack of communication and poor customer service.

  

  Business Response

  Date: 04/12/2025

  Good Afternoon,

  We thank you for bringing this to our attention. The sink issue does not warrant a full refund or complimentary stay per our refund guidelines and policies. However due to customer service complaint as well as the issue mentioned we are happy to offer a refund of $150 at this time. Please let us know if you would like to accept this and we will issue it to the card on file. Thank you for your time.

  Customer Answer

  Date: 04/13/2025

   
  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:04/10/2025

  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.

  Vacasa charged my debit card and my husband alerted me to it and not recognizing the charge I filed a fraud charge with my bank, **********. I then realized it was for our vacation rental coming up so I called ********** and retracted the fraud charge, which they in turn reversed. The payment was sent on February 28, 2025 from my account but ********************** is saying they never received it. ********** gave me a reference number and we tried multiple times to get them to trace the money on their end but they did not care. No one did their due diligence on the end of Vacasa. They made me pay the same payment again or else they would cancel my rental and I would be out my first down payment of over $500. They charged me twice for $464.35, once on March 13, 2025 and once on Feb. 28, 2025.

  

  Business Response

  Date: 04/12/2025

  Good Afternoon,

  We are sorry for the frustration you must be feeling per our records a payment was made for $464.35 on 02/05/25. Then a secondary payment was made $464.35 02/18/25, after that a chargeback was issued and the amount of $464.35 was refunded due to this. We then only had partial payment so a request was placed to have payment for the remaining balance due. This was paid on 03/12/25 for $464.35 making your reservation paid in full. If you would like we are happy to send you the payment tab via email for you to review yourself as well as with your bank. A "double-charge" was not done for this reservation. We are happy to share this email with you with the exact dates of those charges as well as the card used. We will not share card details via BBB response. Please feel free to call Vacasa's customer service line and a senior specialist will be more than happy to answer any further questions or to create the email offered here. ****************. Thank you for your time. 

  Customer Answer

  Date: 04/13/2025

   
  Complaint: 23188299
  
  I am rejecting this response because: the payment was sent on 2/18/25. My bank gave me a reference number that proves it was received by their merchant's bank but they failed to research it to find out where the payment was. The reference number from ********** is 2-469216-5050-10154776903-3. No one at Vacasa even tried to see where that payment was using that reference number. I paid the $464.35 TWICE. I should not have paid it and my bank gave me the reference number as proof they received the payment on 2/18/25. 
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 04/17/2025

  We understand and acknowledge that we processed two payments, the first one on 02/05/25 for $464.35 and the second on 02/18/2025 for $464.35. Two payments of equal amounts were required to pay for your reservation in full because you chose to pay using 50% at booking and 50% due 30 days before check-in. The problem is that you or your bank disputed the second payment on the reservation. We had to credit the second payment back to the card and start the chargeback process.  During that time, you had called stating that the bank did not honor the chargeback, and the money was sent back to Vacasa. We got confirmation that you won the chargeback, and the funds were never returned to Vacasa. That is why we asked you to make the payment again to make sure your reservation was paid in full. The issue here is that the bank claims that they returned the money to us, but we have no record of that, and in fact, we never received the payment back after the initial credit was done on 02/24/25. The bank will need to research and find out why you were never credited for the chargeback you won. 

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23188299
  
  I am rejecting this response because: this is completely false. I sent three payments - the chargeback was never rewarded back to me so I have paid for this rental in three payments. I have bank statements to verify all of this and Vacasa is lying. 
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 04/24/2025

  We reached out to our disputes team again about the missing funds. We were told that you won the chargeback on the second payment of $464.35. This means that your bank will retain possession of the funds. We received confirmation that we no longer have the $464.35. We only have the payments that were processed on 02/05/25 and 03/12/25. You will need to reach out to your bank about the missing funds and have them credit your account. This could still be tied up in the dispute process, which can take ***** business days. All further communication needs to be with your bank on this dispute, as Vacasa is not in possession of the funds in question.
  
  

• Initial Complaint

  Date:04/10/2025

  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.

  On 01/06/2025, I reserved a home on the website *********** for the rental dates of 04/10/2025-04/14/2025 that was listed as pet friendly with no other fees. The posted price was $3274.75 which I paid.This morning, the day we are to check in, Vacasa imposed an additional $500.00 and stated that it was a balance due. They claim the original price was $3774.75. In addition, they wanted to charge me another $200 for my dog which I was told by *********** agent and a Vacasa agent that there would not be a fee.They wanted to charge for pool heat. This is unethical as they waited until the day of check in to impose the additional $500.00 which they new I would have to pay to receive the code to access the home.This is unethical and deceptive in nature. I called Booking and they confirmed the price was/is $3274.75. The Vacasa confirmation number is listed as JWC5-Q5JN.

  

  Business Response

  Date: 04/12/2025

  Good Afternoon,

  Our listing reflects the cost to heat pool and all of our homes charge a pet fee in order to bring a dog with you. As *********** did not clearly reflect this a refund of the pet fee was issued as well as half the cost for the pool heat. We have not refunded pool heat in full as it was turned on and used during the stay. We have requested the listing on *********** more clearly state these for future guests. Thank you for bringing this to our attention. 

• Initial Complaint

  Date:04/07/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a vacation with Vacasa on 02/26/25. My vacation is 06/22/25. I cannot go now due to work. I tried to cancel and they will not issue a full refund even though I am within the allotted date.

  

  Business Response

  Date: 04/09/2025

  Good Afternoon, 

  A full refund was not due at the time of cancelation. We are sorry that you could not attend this stay and it appears your cleaning fee was refunded as well as the offer to be refunded if the home rebooks for your date of stay. Please call Vacasa on what would have been your original check in date to see if the home rebooked. At that time if the home did rebook a senior specialist will be able to inform you what the additional refund will be. Thank you for your time. 

• Initial Complaint

  Date:04/06/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a rental through Vacasa over a month in advance, looking forward to a vacation. Unfortunately, I am now in the midst of a personal tragedy, as my father passed away just yesterday. Given this heartbreaking situation, I reached out to Vacasa to discuss canceling my booking. I went through a third party, who expressed no issues with waiving the fee, provided Vacasa agreed to do so for legal reasons.What followed was a frustrating series of back-and-forth communications via email, text, and phone calls, with no resolution in sight. I hoped that today would bring a breakthrough, but I was disheartened to learn that I would still be charged the full amount minus the fees. This decision feels incredibly insensitive, especially considering I just lost my father and have no intention of going on a trip.Moreover, the amount I was told would be held kept changing: initially $227 over the phone, then $287 on the website, and now its $294. This inconsistency only adds to the stress during this difficult time. All I sought was understanding and compassion, and instead, I feel dismissed and unsupported.Its disheartening that a company like Vacasa would prioritize policies over empathy. This experience has left me feeling frustrated and disappointed. I hope they reconsider how they handle such sensitive situations in the future.

  

  Business Response

  Date: 04/07/2025

  Thank you for taking the time to share your experience with us and we would be happy to look into this further for you. Unfortunately, based on the information you have provided with your name and phone number as well as email we are having difficulties locating a reservation within our system. If you can provide this information here or contact us directly at ************** we can try to further assist you. We look forward to hearing from you soon. 

  Customer Answer

  Date: 04/07/2025

  The amount of $227 was given to me verbally by the representative that I spoke with yesterday.

  Customer Answer

  Date: 04/07/2025

  This is the confirmation # for Vacasa

  

  Business Response

  Date: 04/09/2025

  Good Afternoon,

  Thank you for providing that information to us. After reviewing your reservation it appears you did not have trip insurance with us or ***********. You can check your credit card company or banking institute to see if you had any built in trip insurance with the card you used to make this stay. Per our partnership with *********** we honor their cancelation policy with bookings made directly through them. We do not overturn their policy, a refund of your pertinent fees was refunded per the cancelation policy and the time in which this was canceled. But as this was canceled outside of policy we can not refund the rent for this stay. We are sorry for your loss, trip insurance when purchased does cover unfortunate occurrences such as this, we send our deepest condolence's but we can not issue a full refund for this stay. 

• Initial Complaint

  Date:04/06/2025

  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 made a reservation at the *****************, in ************ S. C. In ************* pulled the entire week reservation money of $751.03 out of my credit card in January. I needed to cancel that reservation which I did in March through the website of the hotel. Apparently the button I clicked took me to ******** to cancel. I filled out the form and canceled the reservation in plenty of time. That never made it to Vacasa. When I called the hotel to find out why I didnt get a refund they told me it hadnt been canceled. If I cancel now I forfeit my refund because there wasnt a thirty day notice. I have spoken t Vacasa and ******** and neither will help me get my money back. I am hoping you can help me. *** ***** **************** ************

  

  Business Response

  Date: 04/07/2025

  Thank you for taking the time to share your experience with us. We have verified that we did not receive any cancellation requests until 4/5/2025 from the booking platform you booked initially. Due to the cancellation policy, no refund will be issued. We do apologize for any inconvenience this may cause. 
  
  

  Customer Answer

  Date: 04/09/2025

  This is my reservation cancellation that i made in the beginning of March.  Well within their 30 day policy.  please add to my current complaint.  I only cancelled my reservation on April 6 because i called to see where my refund was.  They told me they never got my cancellation from Hotelone, Vacasa's online booking agent found on Vacasa'a website.  Contact me for further info.  
  
  *** *****
  ***********************
  ************
  

  
  

  

  Business Response

  Date: 04/10/2025

  Hello ***. We have reviewed your full refund request and the attached documentation. The documentation you sent does not have a confirmed date of cancellation. For us to consider an exception for a full refund, we would need to see a dated cancellation confirmation. You should be able to find this in your email. If you can show us a date of cancellation before 03/28/25, we will approve the full refund.  If this documentation cannot be found, then we can refund all the fees as stated in Expedias cancellation policy, and for the remaining amount, we can offer a rebook refund. If any of the dates on your reservation are booked again by someone else, we will give a refund based on the amount received from the new booking. You would need to check back with us on 05/02/2025 to find out if any refund will be given to you. We left you a voicemail message about this as well. Please give us a call to discuss this further.
  
  

• Initial Complaint

  Date:04/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rented a pet friendly home in **********, ** and paid the pet fee. Our dog is a small 4 month old "Teddy ****** As puppies do, everything goes in their mouth. Well the floor was filthy and we vacuumed upon our arrival and filled the vacuum over 1/3rd of the cannister. Stepped out onto the porch and our puppy picked up a cigar ****, so much for it being a non-smoking unit as well as the patio not cleaned as well. Our puppy went into tremors. Called Animal Poison Control and was told to find a 24 hour Vet as it was now after 6pm and ******** is toxic to dogs. After a 90 minute ** and over $1,200 vet bill our pet spent the night. Vet said we are very lucky she survived the night. I contacted Vacasa the next morning and was promised a phone call. Never received one. Was promised through texts over and over I would receive a phone call, never did. Sent them photos of the vacuumed stuff we picked up and the Vet bill. After arguing, only through texts, they refunded the cleaning bill. Their customer service is non-existant, once they have your money, you mean nothing to them. They wanted my Vet bills, which I sent through texts and than was told they wouldn't help with the bill. Why ask for them if you aren't going to help? We lost time in the home due to this event and we received no offer of compensation for that time as well.

  

  Business Response

  Date: 04/07/2025

  Thank you for taking the time to share your experience with us. We have reviewed this further, and no further refund will be issued. There has been an incident report filed, and you can contact the adjuster for any further information.
  ****** *****
  Casualty Claims Specialist
  OFFICE ************
  *************************************************************************************************************
  EMAIL ************************
  ******** Claim 4A2503T65XJ-0001
  
  

  Customer Answer

  Date: 04/07/2025

   ******, 
  
  I find it unacceptable that a dog friendly home would have a toxin for dogs on the property. My dog almost died due to their negligence in assuring renters the home they are paying to rent is safe for their beloved pets.
  
  I would like the Better Business Bureau to place this complaint in a location where prospective renters can see exactly how they do not care for the welfare of their guests and their pets.
  
  **** P. *********
  

  
  

  

  Business Response

  Date: 04/09/2025

  Good Afternoon,

  A claim has been submitted for this issue and information on how to contact the claim adjuster was previously shared. We are again terribly sorry for the issue that occurred and you can follow up with the claim adjuster for further questions or concerns.

  Have a wonderful day. 

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23167244
  
  I am rejecting this response because:

  I was NEVER put in touch with a Claim Adjuster. That is just false. Vacassa rented me a "Pet Friendly" home that was not properly cleaned and their failure to do so, cost me over $1,200 in vet bills, travel expenses and the fear of losing our pet.
  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 04/10/2025

  Hello ****. We apologize that you did not receive the claims adjusters information. We resent it to you by text this morning. Please follow up with the claims adjuster for the processing of the claim and for any questions or concerns you may have.