BBB Business Review

This Business is not BBB Accredited

EasyRez Inc.

Phone: (778) 265-0377Fax: (778) 265-3250View Additional Phone Numbers#111 - 1841 Oak Bay Avenue, VictoriaBC V8R 1C4 Send email to EasyRez Inc.http://www.easyrez.comView Additional Web Addresses

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Description

Easy Rez specializes in offering advice on a wide variety on personally inspected accomodations, representing over 30,000 properties across North America. Whether your trip is for business or pleasure, you're travelling alone or with a family, they make short or long term reservations for any size group and within any budget.

BBB Accreditation

EasyRez Inc. is not BBB Accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised EasyRez Inc.'s rating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.

Customer Complaints SummaryRead complaint details

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

0 Customer Reviews Customer Reviews on EasyRez Inc.

Customer Experience Total Customer Reviews
Positive Experience
Neutral Experience
Negative Experience
Total Customer Reviews 0 Customer Reviews

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
09/21/2015Problems with Product / Service | Read Complaint Details
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Complaint
I made a reservation for a cottage. After making a cancellation, the original deposit and cancellation policies changed to something different.
On Sunday May 24, I made a reservation (Confirmation #XXXXXXX) on the website EasyRez.com. After reading their cancellation and deposit policies, I decided to cancel, knowing I had to book something else. Here is a copy-paste of these two policies.

Cancellation:
Cancellations less than 30 days prior arrival are subject to the number of nights that cannot be resold on your behalf.

Deposit Policy:
The deposit amount of $***.65 CAD goes towards your reservation and is NOT an extra charge. If cancelled at any time, the deposit is non refundable, although; applicable towards the deposit amount of a future reservation with any EasyRez property across Canada (Applicable For Up To One Year From The Original Reservation Date.

After talking on the phone with a customer service representative named Abbey, about booking a different cottage, I was sure there were no hidden traps. Nothing was mentioned about a partial refund. On May 26th, I was sent a cancellation email entitled "XXXXXXX Guest Cancellation" with a line saying "Applicable towards a future reservation with EasyRez: $***.65".

On the bottom of the e-mail there is the line saying
"Non Refundable Deposit: Upon Cancellation Your Deposit May Be Applied Towards The Deposit Amount Of A Future Reservation With Any EasyRez Property (For Up To One Year From The Original Reservation Date). The Deposit Amount Is Pro Rated According To The Number Of Nights Reserved. In The Event Of A Reduction Of Stay, The Deposit Amount Will Be Prorated Accordingly,With The Remaining Balance Applicable Towards The Deposit Amount Of A Future Reservation."

This is from the cancellation email. Nothing was mentioned about "Pro rated" on the initial contract. The rules changed after cancelling.
I had not noticed this later line when I received the cancellation because I saw again "$***.65 applicable towards future reservation."

So I booked a new cottage on June 28th. When I finally got the Itinerary/Receipt, I was shocked to see only $***.55 from the original deposit of $***.65 was being applied to this new reservation. The difference of $***.10 ($***.65-$***.55) is only applicable to another future reservation, not this one.

Again, this was only made clear after the cancellation, not in the initial contract.
My trip is supposed to be Grand Total : $***.80. but I am being charged $***.90 with a credit of $***.10, to use at a future date.
Future than the original future as stated in the original contract.

Desired Settlement
I want my trip to cost me $***.80 with no future reservations credits. I do not want to be billed anything more than that.

Business Response
As the customer points out, our deposit policy states that 'If cancelled at any time, the deposit is non refundable, although applicable towards the DEPOSIT AMOUNT of a future reservation with any EasyRez property across Canada (Applicable For Up To One Year From The Original Reservation Date).'

The reservation deposit is based on 25% of the total cost of the rental and is forwarded to the individual property owners. Due to the fact that the customer downsized to a smaller property with a different property owner for fewer nights stay, the difference in the overall price of the new reservation and the corresponding deposit amount was approximately a 1/3rd of the original reservation. Therefore we subtracted $***.55 (the deposit amount required on the new reservation) from the customers original non-refundable deposit paid of $***.65 (the deposit amount collected on the cancelled reservation).

The customer currently has a credit on file of $***.10 (the difference in deposit amounts) which can be applied towards the deposit amount on any new reservation made within the next 12 months.

If the customer is unable to use the $***.10 credit on file within the next year, he can simply call in to our reservations department within the next 12 months and we will be happy to extend the credit for a further year.


Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand your explanation and calculation of the 25% with the property owners. But that is not relevant in this dispute. The issue here is, what was the deposit policy agreed to by me, the customer, in the contract, and what was changed by EasyRez after the contract was cancelled without my consent.

If the contract said that if cancelled, a portion of the deposit would be used for future reservation, then for sure I would have not used the services of EasyRez. Nothing mentions using a portion of my deposit in the initial contract.

The contract's deposit policy starts off with "The deposit amount of $***.65 CAD".....

It then goes on to say "If cancelled at any time, the deposit is non refundable, although applicable towards the deposit amount of a future reservation with any EasyRez property across Canada"

I read that as: the deposit amount of $***.65 is applicable towards the deposit amount of a future reservation.
Not: a portion of the deposit amount of $***.65 is applicable towards the deposit amount of a future reservation

This "Non Refundable Deposit:" should be part of the initial contract. You cannot decide to add this AFTER someone cancels.


Final Business Response
In good faith we'll refund ******* the difference in deposits paid: $***.10

Final Consumer Response
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you.

Industry Comparison| Chart

Bed & Breakfast, Vacation Rentals, Hotels-Reservations, Condominiums

Additional Information

top
BBB file opened: 06/09/2006Business started: 03/01/2004
Licensing, Bonding or Registration

According to BBB files, this company has a license issued by the BPCPA. The license number is 35228 .

Type of Entity

Corporation

Incorporated: August 2004, BC

Business Management
Principal: Derick Snell (Manager)
Business Category

Bed & Breakfast, Vacation Rentals, Hotels-Reservations, Condominiums

Products & Services

Bed & Breakfast - Reservations, Vacation Rentals - Reservations, Hotels - Reservations, Condominiums - Reservations

Map & Directions

Map & Directions

Address for EasyRez Inc.

#111 - 1841 Oak Bay Avenue

Victoria, BC V8R 1C4

To | From

LocationsX

1 Locations

  • #111 - 1841 Oak Bay Avenue 

    Victoria, BC V8R 1C4(888) 412-7336
    (778) 265-0377

Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Vancouver Island. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*EasyRez Inc. is in this range.

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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Additional Phone Numbers

  • (888) 412-7336 - Toll Free
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Additional Web Addresses

  • http://www.facebook.com/EasyRez
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Additional Email Addresses

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BBB Complaint Process

Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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BBB began including complaint response text in BBB Business Reviews on March 4, 2014.

BBB reports the complaint response text for all reportable complaints against a business that are received electronically.

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Industry Tips for Bed & Breakfast

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

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Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

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