Complaints

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:08/31/2023

  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.

  Hi, We are homeowners that have two homes listed with Evolve.Guest has damaged a couch , ripped and holes from cue stick. I put in a claim to evolve and sent over the required documents of pictures of damage and invoice of replacement couch to obtain full reimbursements like we did for many other claims.For some reason **** and his colleagues have come to the conclusion that our couch is repairable with glue that I should purchase. He suggests we to arts and crafts on our couch. I explained there are deep hole penetrating the couch from cue sticks reply to me is " he and his colleagues have done extensive research which determines this is not the cause of cue sticks" I requested his proof decision as to how he came up with extensive research to prove this" . I then forwarded him a picture from my cleaner showing a broken cue stick found upon guests check out on the pool table which is a foot away from the damaged couch. He then replied i need a picture of the whole couch and ignored my request of his proof of determine that the holes are not from cue stick which he chose to ignore and continued asking for pictures which make absolutely no sense. I have put in many claims and have never gotten the run around like this. I request a full reimbursement of purchase of receipt provided. additonally, i requested to speak to a supervisor which was ignored as well. I called in and spoke to a representative who advise a manager by the name of ***** will review the case and get back to me.. of course i havent heard back...

  

  Business Response

  Date: 09/07/2023

  Hello,

  Thank you for bringing this matter to our attention. As Evolve has set forth expectations of what they need through their PPP Terms & Conditions (signed by you when becoming an Evolve Owner on 12/1/20), Section 6 states the following relevant to your complaint:

   

  1. Evolve will conduct a review of your reimbursement request and may request additional information or documentation related to your case (provides the ability to quickly determine the scale of damage).

   2. Evolve will use commercially reasonable efforts to complete processing of your reimbursement request as quickly as possible after our receipt of all necessary documents and information. 

   3. The amount of the payment for loss to Covered Property will be the lesser of (i) market replacement value of the Covered Property or (ii) the cost to repair such damaged Covered Property. 

   

   As original documentation did not appropriately demonstrate the scale of damages, Evolve utilized other tools to determine their outcome. It wasnt until after the outcome - and 27 days after the case was opened - that clarification and documentation of the broken pool cue was provided to exemplify the cause of damage. Due to this, the original conclusion does not stand any longer as Evolve is still willing to work with you on this case.

  In conclusion, during your conversation with ***** - who is a supervisor on the Owner Success team - transparency was provided that Evolve still requires fulfillment of Section 6 which has not been met. At this time, please utilize one of the upholstery companies they emailed you to gather professional documentation verifying the reparability of the two abrasions, or if a replacement is necessary.

  Thank you,

  The Evolve Team

  Customer Answer

  Date: 09/11/2023

   
  Complaint: 20548653
  
  I am rejecting this response because:

  Section 6 has been provided to date. I still await status of  confirmed reimbursement.
  
  *****************************************

  

  Business Response

  Date: 09/18/2023

  Hello,

  Thank you for following up with us in regards to this reimbursement request. Upon Evolve's response to you about this matter on September 7, 2023, you were able to acquire a professional upholsterer to come to the property and evaluate the couch. After receiving this needed documentation, Evolve promptly responded to your email on September 11, 2023, disclosing all documentation needs were then met and a reimbursement of $1,001.24 was completed to your Connected Account. At this time we find this Case to be successfully closed. We appreciate your cooperation in completing all outstanding needs.

  Thank you,

  The Evolve Team

• Initial Complaint

  Date:08/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We made a reservation (Reservation #********/Dates 4/7/24-4/11/24) for a property on 4/01/23 (total bill was around $1200) in **********, ******** for our group of 9. The property owner decided to quadruple their rates due to the expected eclipse in that area in **** and canceled our reservation and jacked up the rates to over $2K per night. They refunded our down payment and canceled our resetvation without our consent. We will be seeking damages to include travel and food and lodging costs for our group of 9. It would have been cheaper for them to keep our reservation.

  

  Business Response

  Date: 09/05/2023

  Hello,

  We appreciate you raising your voice of concern. As mentioned by Evolves Leadership Team to you recently, the rates of this property were automatically set by the contracted SmartRates platform and adjusted to match the areas price average on 3/28/23 for the **** April ******** Due to a technical error, you were able to secure the booking at a severely below-average rate and thus the booking was canceled per Section 11b of the Rental Agreement agreed to when creating and paying for the reservation on 4/1/23. For clarity, this clause provides Evolve the ability for cancellation for any reason - even beyond Force Majeure - without customer consent. Furthermore, ********************** highly recommends that you purchase **************** to protect against certain types of cancellations, among other risks. Other than providing a refund in its sole discretion, Evolve is not responsible or liable for cancellations or any costs associated with cancellations. While the frustration of this experience is understandable, Evolve did offer to cover an additional 50% of reservation nightly rates to assist with relocation which was not accepted. Thus, the cancellation does still stand and Evolve will not be able to cover the full expenses listed here.

  Thank you,

  The Evolve Team

• Initial Complaint

  Date:08/30/2023

  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 vacation cottage for a check in 07/06/23 and check out 07/12/23. Evolve REQUIRED and collected from me $144.00 for "Damage Protection" that is provided through them (not another party). This in place of what I consider the norm--the security deposit. I came down with COVID on the evening of 07/05/23. I called Evolve early on 07/06/23--long before my check in time--to cancel my reservation. I understand that most of the charges would not be refundable. However, since Evolve has the entire $144.00 to cover any damages I may cause, I believe I should be refunded the $144.00. There was no way that Evolve was out any money at all for any damages, and no way at all that I could have caused any damages. If this is not illegal, it certainly is unethical and a very bad business practice. I have made several attempts with various individuals at Evolve to have this money refunded. At one time I was told that if the owner of the property agreed to a refund I would be given a refund. The owner tried to get a refund for me and was told the damage insurance is not refundable. The owner of the property was extremely helpful, but Evolve continues to state "No Refund".

  

  Business Response

  Date: 09/05/2023

  Hello,

  Thank you for following up with us about this situation. While there has been extensive conversation about this topic after your booking cancellation, we do want to reiterate that you - as the consumer - were prompted to review and accept Vrbos Rules & Policies Contract during Step 2 of the booking confirmation (previous to payment) where the Rental Agreement outlined (under the first bolded bullet point) that all payments are non-refundable. Section 5 too outlined that the Damage Fee is a fee, not a refundable deposit. We sympathize with the unfortunate Case of COVID-19 however must stand firm with the industry standard's 'no refunds policy' and is why we strongly recommend Guests to purchase **************** to protect their trip should something like this prevent you from traveling to your destination.

   

  Overall, you have issued a chargeback on this payment at this time. Due to this, Evolve is unable to action this case any further as the financial institution you bank through has withdrawn these funds from us resulting in no funds available for consideration. As the chargeback process can take up to three months to resolve, we recommend you to reach out to your bank to inquire about the process and completion status.

  Thank you,

  The Evolve Team

  Customer Answer

  Date: 09/07/2023

  Evolve IS NOT following the policy of VRBO as they stated.
  Per VRBO'S websitehttps://help.vrbo.com/articles/What-is-Damage-Protection:
  VRBO uses Generali Global Assistance to provide Accidental Damage Protection.
  With VRBO, Damage Protection is optional.
  Charges for Damage Protection through VRBO:
  $89 for $3,000 coverage
  $119 for $5,000 coverage (the highest referenced on this site)
  You can cancel and request a refund if you cancel the policy before the scheduled arrival date.
  
  
  I did cancel prior to scheduled arrival.
  As you can see, Evolve charged significantly more then the charge quoted on VRBO's website.
  Evolve did NOT use Generali Global Assistance to provide the Damage Protection.
  When I made my reservation I requested to have a damage deposit rather than the Damage Protection and was told a deposit was not an option.
  
  
  I will forward this info on to my bank and await my refund through my bank.
  
  

• Initial Complaint

  Date:08/24/2023

  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.

  Prior to hosting my property (#******) with Evolve, I had asked the sales person what I would get by going wtih Evolve. Being a first time renter, I wanted help on pricing my home, as well as access to approved contractors if the house needed to be fixed from guest issues. They suggested I list for $70 a night on a house that was valued over $1M, which I thought would increase the risk of attracting irresponsible renters. That surely did happen on my very first rent as there was smoking damage and items stolen from my house. When I asked Evolve for their list of contractors to fix the damage, their response was go to *****'s List. Who sells on having a network of contractors, and then tell you to go find your own help? They also said if I'm not happy with their service after 6 months, I can resign the "partnership" with Evolve and a full refund of management fees paid out would be returned to me no explanations needed. It's their "risk-free guarantee". When I requested to cancel, they only returned a portion of the management fees stating that only "completed bookings" fees would be returned even though no where in their policy states that. I asked them to clarify where it states that as it appeared that line was conveniently made up to avoid returning 100% of the fees they charged, and they instead have ignored my emails. My current guests are rented for 3 more months, and Evolve won't return the fees associated to that future rent despite the fact that it was paid out during their 6 month guarantee period. I also found out they advertised on the booking sites that they are the host and property manager for my house, which is false. They didn't do any management as I am expected to resolve any guest issues directly myself. It's untruthful, misleading at best, and a poor way of doing business. This company does not do what they sell people on, and misleads to get people signed up. They also feel like it's ok to take fees that they haven't earned.

  Customer Answer

  Date: 09/05/2023

  Hi, I still have not received correspondence from this business when I asked them to show proof that they are not making up terms on their guarantee policy. It looks like they are choosing to also not respond to this complaint on BBB as well. What do you typically advise if the business chooses to ignore this? They have charged me money that they should not have, and I have called them out on it through this complaint. 

  

  Business Response

  Date: 09/11/2023

  Hello,

  Thank you for reaching out, and we apologize for the confusion surrounding Evolve policies when onboarding. While Evolve does suggest local Cleaning Providers in the propertys area to Owners to hire, Evolve has never partnered with contractors to provide as references and thus, Angies List is the typical suggestion all Owners receive when inquired for. In addition to the Risk-Free Guarantee Terms & Conditions you have outlined here, we want to clarify that your redemption period expired the first week of the current bookings check-in which would additionally disqualify you from receiving that bookings fees. While we apologize for the confusion, the Management Fees you were paid out for are correct and we appreciate your feedback.

  Thank you,

  The Evolve Team

  Customer Answer

  Date: 09/12/2023

   
  Complaint: 20518494
  
  I am rejecting this response because:

  There would be no confusion on your policy if you are more clear about the policy. Here is the direct quote from your website on the guarantee policy: "If you are not 100% satisfied with Evolve for any reason after six months of having an active property listing with us, you will be *********** request a refund of Evolve management fees incurred during that six-month period. You are not required to provide a reason for your dissatisfaction to receive the refund, though Evolve may ask questions to help us improve our service." Further on, this is also from your site regarding this policy: "If you are eligible for the Guarantee, your refund will be based on Evolves 10% management fee on Evolve bookings confirmed and checked in to your property prior to the date of refund request made during your Eligibility Period.
  Your refund amount will be the total amount of Evolve management fees earned during your Eligibility Period, following the standard calculation of your owner account as of the date of refund request made during your Eligibility Period." My eligibility period ended on 8/13, which at that time, there was already a guest that had checked in on 8/1. This means they were already within the eligibility period for almost 2 weeks! The rental income excluding the fees were paid out on 8/3 to me, which again means the fees were paid within the eligibility period. Here's the next issue...you have now taken several weeks to respond to this complaint, and your customer care person never responded to me when I asked her to clarify the policy for me as I had pointed out the policy was to refund all managements fees "PAID OUT" during the eligibility period. However, I now notice that your policy wording has conveniently changed from the time I opened this complaint as you have removed the "paid out" wording and replaced it with "earned" wording. That is not only deceiving as that was not what was explained to me prior to my engaging with Evolve, but it is simply changing your policy to benefit you instead of doing the right thing by abiding by your original policy. I was shocked when I re-read your policy today and noticed the wording has changed. This would mean I was correct when I had pointed out that the fees were indeed owed back to me if you follow what the policy originally stated. This is precisely my issue with your company, which is that you are deceitful in what you sell people on, and then you don't follow through on your end afterwards. If your priority is to ensure owners are satisfied with your service, then how do you justify taking thousands of dollars of fees on future months of unearned rental income after the fact that I am cancelling your service because of your bad services? You also never addressed the fact that Evolve makes false claims on booking sites that you are the property managers for my property, yet you leave owners like myself to have to do all of the management ourselves? You don't even fix any issues when there are issues from the guests, as your answer is for owners to just go to Angies List. That isn't property management! It's deceitful to guests that book reservations when they expect that a company is actually ensuring properties and guests are being taken care of.

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

  

  Business Response

  Date: 09/25/2023

  Hello,

  Thank you for following-up on the response provided by Evolve regarding the Risk-Free Guarantee (***) as well as Service Provider recommendation practices. While we are unaware and cannot verify the *** Terms & Conditions changed, at this time, Evolve has pacified the amount of $298.24 to your Connected Account. This amount was derived from the 10% ********** Fee Evolve collected during the 13 remaining days of *** eligibility. Please allow 3-5 business days for this amount to be reflected in your account.
  
  Separately, we apologize for the confusion had when signing up for Evolve ********** Services. A benefit to the program is to utilize Evolves Distribution Accounts for maximum visibility (ex. Airbnb <> Super Host status, ************ results). Thus, Evolve must market individual properties underneath their distribution accounts as is spelled out in the ********** Agreement. Evolve does not allow for Owners to self-manage Evolve Managed properties on their own hosting accounts. We understand Evolves business model does not work for every Owner however this matter is found fully settled at this time. We wish you the best of luck in your future STR endeavors.

  Thank you,

  The Evolve Team

• Initial Complaint

  Date:08/19/2023

  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.

  Upon entering the vacation rental in *********, ** we moved the trash can to a more convenient location. We noticed a hole in the kitchen floor approximately 7 in diameter. The floorboards arent covering the hole. It was foam insulation. Other than 1 bedroom door the other doors would not close including the bathroom door for privacy. None of the cupboard doors in the kitchen would close either. In the bathroom threshold were staples that could cut your foot on. Ive never seen a rental in so much need of work. The actual rooms except the living room and bedrooms were not as pictured in the ad. Also another safety concern is that there is an electrical outlet near the floor right beside the tub. I have reached out to customer service several times with no response.

  

  Business Response

  Date: 08/30/2023

  Hello,

   

  Thank you for bringing this concern to our attention. We are committed to ensuring each guests' stay meets our 4 Core Property Standards of safe, clean, guest ready, and as advertised. Reviewing the details of this situation, it does not appear that the documentation provided to us indicates safety or as advertised concerns were present during the stay and we will therefore not be issuing a refund at this time. If you have additional documentation, you're welcome to provide it to our team and we would be happy to re-evaluate the request for refund. We kindly ask that you direct questions back to our Guest Experience Team, who would be happy to assist you further.

   

  Thank you

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20495761
  
  I am rejecting this response because:
  I dont possibly see how Evolve says this picture is not a safety concern. This is a dangerous door sill at the entrance to the bathroom. My daughter cut her foot on it. 
  Also when I tried to open a blind in the living room it fell on me.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/18/2023

  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.

  Good afternoon, I am reaching out hoping you can assist me with an issue I have been waiting to get resolved regarding my recent stay in ******, ** from 07/28-07/30. During our stay, I communicated a water issue to our host, Pattrice. The water pressure was very, very low on our first day. On the second day, there was no water coming out of the showers, kitchen faucet, and the toilet didn't have water running through. It was the worst experience and a very embarrassing one, too. I had my 75 year old parents who were not able to bathe and were very uncomfortable. Additionally, there were children in the household who were sweaty and sticky from being out at the orchard and were unable to take a clean bath. Pattrice (host) reassured me that she was in contact with the owner of residence and that he would reimburse me for the inconvenience. She said this to me over the phone and also by text. It's been two weeks and I have not seen any reimbursement on my account ($1,066.65). I've made several attempts to get in contact with ******** and have not heard back from her. I reached out to EVOLVE and answered their questions regarding the issue. I also provided screenshots of the text messages between the host and I. In these messages, the host acknowledged the issue and offered a solution. EVOLVE responded yesterday with the following: As your host, Evolve is committed to upholding our 4 Core Property Standards for each of our reservations. As we investigated further into your concerns, we were unable to determine that the issues reported warrant the refund requested due to Response from owner included text message communication advising that there was no issue at the home. We are unable to resolve this concern any further and will be closing this case. I requested that they contact me as I was left baffled with their response. I have not received a call or email from them. I am hoping you can intervene so that I can receive a resolution to my issue as I was told I was to receive. Thank you

  

  Business Response

  Date: 08/30/2023

  Hello,

  Thank you for bringing this concern to our attention. Ensuring our guests' stays meets our 4 Core Property Standards of safe, clean, guest ready, and as advertised is extremely important to us. Reviewing this situation, we were able to determine that the host responded to get a plumber to the property the next day after being notified of the issues, however it was already time for the guest to check out. When staff arrived onsite, water was functioning correctly and no problems were observed. Because there is no documented issue with the water, we will not be providing a refund. If you have further questions, we kindly ask that you reach back out to our Guest Experience Team who would be happy to assist you.

  Thank you for choosing to stay with us and we hope to host you again in the future.

• Initial Complaint

  Date:08/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked 5 nights at an Evolve rental in *******, **. I wound up leaving after my 1st sleepless ************************ 7, 2023 and forfeiting 4 nights at approx $310 each with fees. Lost Keys: I was instructed that I would find the house key in an unsecured magnetic keyholder located on the pillar. Upon my arrival, it was not there. Luckily housekeeping was just leaving and had a key. She took pictures to send to Evolve to show that the keyholder was missing. Evolve's contact told us to look around for the keys and we did and couldn't find them at the time. I asked Evolve's contact person, to either, have the locks changed, or *********** to another one of their homes because I was concerned about some random person having access to the home. She then contacted the homeowner and asked about the keys. Even though I was instructed to get the keys from the unsecured magnetic keyholder, the homeowner changed his story and said that I was always supposed to get the keys from the housekeeper's lockbox, which required a code, and that was never part of the check-in instructions. I took the only key from the housekeeper to get in. After a while, I had closed one of the steel screen doors, and behold, there was the magnetic keyholder with the key in it. It was in the wrong place. So, in other words, the homeowner lied, saying it was never supposed to be there. There was also no wifi or internet access. I needed this for work. I could login to the wifi on my phone, laptop and TV but the connection failed. I communicated this last night and she waited until morning to contact ISP. I was not told where the modem or router were, or who the isp was so I could call myself. I was burning through my cellular data and it wasn't feasible for me to stay any longer for work not knowing when I might have wifi again.Only ***** jars as drinking glasses. Heavily perfumed laundry detergent for bedding. Dangerous steps going into the master bedroom (see photo). I vacated 4 days early.

  

  Business Response

  Date: 08/18/2023

  Hello,

  Thank you for informing us of your experience. We are sorry to hear about the unforeseen issue at the property you booked, and understand how this impacted your stay. We see you were only in-touch with our teams prior to the reservation stating you would need to leave a day early, and have not been alerted of said issues while in-residence. Due to this, we have created a Case for you and a Trust & Safety teammate will be reaching out to you via email. We apologize for the inconvenience however our highly specialized team will be working diligently to investigate matters for you.

  Thank you,

  The Evolve Team

• Initial Complaint

  Date:08/08/2023

  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 filing a formal complaint & requesting an immediate investigation of the unethical business practices of Evolve Vacation Rental (Evolve). I entered into an agreement with Evolve in June/July of 2023 to market & manage my property based in ************** for long-term rentals. They subsequently allowed a future booking (my first booking) by an international company (the company even used their business admin email address to facilitate the transaction with Evolve) that is directly engaged in illicit and illegal drug sales online. This company directly operates & manages no less than 5 web operations that sell illegal products within the local, state & federal jurisdiction of my property in **************. Now an illegal & illicit online drug dealer automatically booked my home for 2 months without my input, review, discretion, approval, or pre-notification. Evolve continues to not even acknowledge this mistake, rectify the situation by canceling the unethical booking without penalty, or even admit to the plainly observable online illicit activity of the business I am not comfortable hosting or being associated with (instead claiming in writing that ************ and e-commerce are legal in all 50 states, we have no grounds for canceling this booking."). Would that also be true about a *********** business booking my home? Even after contacting them several times to make them aware of the issue, they are trying to force me to pay a $1,200+ penalty (a percentage of the bookings management fee) despite no actual management services rendered for this booking or revenue deposited to me.These unethical business practices put homeowners at unnecessary risk & legal jeopardy. I will not be forced to house or host illicit entities directly engaged in illegal activities. Evolve has failed to resolve this situation amicably or protect my property rights from ethical & legal risk. Instead, they have been defiant, dismissive, and uncompassionate about their own negligence.

  

  Business Response

  Date: 08/16/2023

  Hello,

  We appreciate you raising your voice of concern. As the job of the Guest referenced in this complaint is an authorized and compliant ecommerce cannabis marketing and media producer within their respective state of residence, there is assumption that the Booking email used indicates operations that are against your states legislature. After investigation, the email address is the only indication of such line of work as there has not been communication by the Guest - at the very minimum, bring these substances into your property as they are employed by larger, contracted distribution centers - disregarding that the email address is being used as the best point of contact for the Guest. Thus, the Booking must follow Evolves Inclusion Policy releasing assumption from the cancellation reason, and divert to the ********** Agreement signed between you and Evolve (Section ****) outlining Owner Cancellation Fees. Should you seek to have greater control of Guest Booking input, review, discretion and/or approval, Evolve does outline in said Agreement (Section 6.2) that these are services not provided to the Owner when under Evolve ********** Services and self-managing on alternative platforms is the recommended alternative solution. We apologize for the confusion, but do hope that this provides clarity on why the Booking did not qualify for a free Owner Cancellation as all actions taken by Evolve are ethical and in-line legally with their contract with you.

  Thank you,

  The Evolve Team

• Initial Complaint

  Date:07/31/2023

  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.

  Reservation # ********. 7/16/23-7/22/23. Total pd: $2420.56 I rented a home in ** for a week thru Evolve.com. My daughter had dance competition there. On top of other cleanliness issues we saw at least 2 cockroaches after our 2nd night there. Due to seeing roaches my family and I including 2 little kids left the property and had to rent a hotel elsewhere. The owner of the house offered an exterminator. How was an exterminator going to treat the home with us and my kids in it? There would be no other reason for us to vacate the property otherwise. When we see dirty critters first instinct is to kill them not take a picture or video especially when i have little kids in the house. There was more than one and I am not sure what you know about roaches but they are pretty fast, the 2nd one ran right back under the molding in the kitchen by the slider. I also went back in the reviews and there is actually a review that says there were roaches. I had to move my whole family in the middle of a dance competition for this and had to pay for a new place to stay. My older daughter was having a panic attack about going back into that house she is 7yrs old. I allowed 10 days going back and forth with the owner and evolve to try to get this resolved but they will not provide me any sort of refund because an exterminator was offered that rectified it and 1 critter does not warrant a refund. Was I expected to stay on property after a fumigation was done? If theres no history of pests why does she have pest control on speed dial. The house was not very clean when we got there, there were dead bugs in the rugs and kitchen floor, clumps of hair around the house. The air conditioner in the bedroom was leaking everywhere which was a known issue since the curtain under it had yellowed due to the water stains. We did not make a big deal of those things however I draw the line at roaches. I am hoping to be refunded for the 4 nights we did not stay 7/18-7/21.

  

  Business Response

  Date: 08/08/2023

  Hello,

  Thank you for following up. As we see you have been in extensive contact with Evolve, the following was clarified to you and your traveling party previously:
  - This property is located in the wooded area of the Poconos and critters are to be expected. However, the Owner has gone through great extents - out of an abundance of caution - for the past four years (since the 2019 negative review mentioned) to treat the property monthly by a professional to ensure it is as pest-free as possible despite the elements. 
  - If a professional had come into the home to provide pest services (~1 hour), Evolve would have found accommodations for you while the property aired out should this have been needed considering the dance competition schedule.
  - When departing the property, a refund was not guaranteed due to the absence of any documentation surrounding the critters nor any of the other named complaints.
  - Once departed, a licensed professional provided Evolve a statement confirming there were no pest issues or infestations found.

  While we understand your frustration, we too see that you have issued a chargeback on the payment. Due to this, Evolve is unable to action this case any further as the financial institution you bank through has withdrawn these funds from us resulting in no funds available for consideration. As the chargeback process can take up to three months to resolve, we recommend you to reach out to your bank to inquire about the process and completion status.

  Thank you,

  The Evolve Team

• Initial Complaint

  Date:07/27/2023

  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 home through evolve in ******, ** for July 5-8 2023. Upon arriving to the home my children and I entered the place and were hit with a very strong odor that was stronger as my 11 year old, myself and my 6 month old got to the kitchen, my 11 year old said "that's gas!" I went outside and grabbed my husband who came in and said yep and notice the gas stove burner had been left on hight with no flame so just gas pouring out. We hurried the children outside and called guest contact evolve gave us. I called 4 times no answer my husband called finally getting an answer. We explained what was happening and why we didn't want to stay which he said he understood and would have evolve refund... We found a new place to stay and left. Evolve then emails stating there will be no refund as we have no paper proof there was gas in the home... They state the owner has paperwork on his end but refuse to send it to me nor call me on the phone even when I requested. They finally after a week of fighting with them through email offered to refund 106 out of 636 dollars. We didn't stay at the property longer than 15minutes and we're only inside 5 or less. I feel as if even if the home had exploded with my kids and I inside if we had turned on the fireplace they would have tried to blame my husband... This was the worst travel experience I have ever had and communication with evolve was not easy... They refuse to even give us half of the money back and act like we were lying to them and told us safety is their biggest concern and clearly in this situation that is a lie.

  

  Business Response

  Date: 08/10/2023

  Hello,

  Thank you for reaching out and notifying us of this matter as we take this safety concern seriously. As we here at Evolve uphold our properties to strict expectations in line with our 4 Core Property Standards, we have identified the matter raised and are working diligently with the Owner to ensure the property is safe for all following Guests. Please note that we have issued you a full refund which will return to your form of payment in the next 3-5 business days due to this. We apologize for the inconvenience this caused, and truly appreciate your time in alerting us of this situation.

  Thank you,

  The Evolve Team

  Customer Answer

  Date: 08/10/2023

   
  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. This was all I had been asking for since day one.
  
  Sincerely,
  
  ***************************