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

  1751 Scenic Hwy 98 Destin, FL 32541-8542

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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

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  Seychelles Beach Resort

  5115 Gulf Dr Panama City, FL 32408

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:03/03/2023

  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 booked a short term vacation rental through Airbnb, for a Vacasa property in ************* to begin on Wednesday, March 1st.On Monday, Feb 27th, all roads to ******** were closed by CalTrans. People were told to stay away, by a state authority (CalTrans). Critical food/fuel shortages were in the area. The governor declared a state of emergency on Thursday, March 2nd. Only residents were allowed in or out, with all roads being closed to tourists.I contacted Vacasa (on Monday-prior to my Wednesday reservation) to request a refund of my $1114.80, and was told they will not issue a refund because I didn't purchase travel insurance. After appealing 2 times, they agreed to a small refund of $288.01.I never made it to the property, never received a service, never received anything from Vacasa, yet they kept $826.79 of my payment. I feel my entire payment should be refunded. When a place has a natural disaster, some sort of exception to refund policy should be made.

  

  Business Response

  Date: 03/08/2023

  We appreciate you taking the time to leave these details for us. We are sorry that your travel plans were impacted by the adverse weather conditions. As you agreed to the cancellation terms during your booking process, which note that refunds are not provided due to adverse weather conditions among other things, we would not be inclined to provide any further refund. 
  
  

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19534301
  
  I am rejecting this response because: The stated reason for rejection were "adverse weather conditions". The cancellation was due to much more than adverse weather. There was and is a state of emergency declared by the CA governor, in the area. Severe food shortages, dangerous conditions and lack of fuel, etc has closed the area to all but emergency workers and residents. It seems illegal to take advantage of people and profit in a state of emergency. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/03/2023

  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 rented a Vacasa house neat the Tahoe region for Friday and Saturday night (March 3rd-5th) and the house is in the midst of a giant snow storm and has no power. We searched the address on PGE and the house has no power and no estimate of restoration. There is also a giant snowstorm coming in Saturday night. It is between ***** degrees. I was told by Vacasa, "We will not offer a refund for a power outage since it is not directly caused by Vacasa and it is something that is beyond our control." I was also told on a phone call that Vacasa has to "protect themselves from losing money" when there are catastrophic weather events all around the country. It seems completely unacceptable to not offer a refund when there is no power in a rental and it is ***** degrees.

  

  Business Response

  Date: 03/08/2023

  Thank you for taking the time to leave these details for us. We are sorry that your travel plans have been affected by severe weather conditions. The rental agreement that you acknowledged and agreed to upon booking. 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.

• Initial Complaint

  Date:03/03/2023

  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 stayed at a reservation with Vacasa, booked through Vrbo between January 3rd-Janurary 6th.I paid ****** for the days stayed.Vacasa was the property management company that guarantees the condition of the stay. While I booked through VRBO, I am told by both companies after calling in that Vacasa management would be calling me back to fix this issue. The condition of the stay was disgusting and unhealthy.There were several rodents running around. And I discovered that while we thought the home was clean, we've been eating off of, and washing ourselves with rodent f**** covered items the entire time.In addition to this, we also have seen our food get bitten into.The f**** was found on counters, dishes, towels, floor. Meaning they've been in all of our food, belongings, etc.I am attaching photos of the messages Ive tried sending to vacasa, as well as proof of the rodent f**** and condition of the property.Vacasa has told me on several occasions that someone would be in touch either via phone or email, I have emails proving their promises to contact, and subsequent dismissal of my issue. This upload tool would not allow me to upload it, but I am happy to share it any way I can.My Booking ID was #******** at Property ID #******* in ********** **.

  

  Business Response

  Date: 03/07/2023

  Thank you for providing this information for us. We apologize for any inconvenience you experienced. Unfortunately when you first reached out to us, the information that we were provided with wasnt specific and our team didnt realize that the pest issue you spoke of was indoors. Our team is willing to offer a 15% refund, which would total *****. As your reservation has already been processed in our system, this would need to be refunded via check. Please provide the best address and we will request the check refund for you. Please be advised that check refunds take 4-6 weeks to process and delivery.

  Customer Answer

  Date: 03/07/2023

   
  Complaint: 19532646
  
  I am rejecting this response because: $50 isnt enough. I paid $790, to live in f**** for days. Rodents were in our food, on our dishware, in our belongings and on the towels we used to clean ourselves.

  $50 doesnt even cover the food they got into? Much less the conditions of the stay.

  I also have proof that my initial contact with your team did in fact state this was an indoors problem. Ive attached more pictures of the nature of our stay.

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

  

  Business Response

  Date: 03/16/2023

  Once again thank you for providing us this information and once again we apologize for any inconvenience you experienced. We have reached out to our local team to see if they feel as though more compensation is warranted. We are awaiting their response. We appreciate your patience.

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19532646
  
  I am rejecting this response because: I am waiting to hear back if I deserve further compensation. I have several other photos of f**** around the house and on our eating/bathing materials. $50 just isnt even close to cutting it.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/28/2023

  Thank you for taking the time to share this information with us. We have heard back from our local team, they have agreed to provide an additional ****** in compensation. As your reservation has already been processed in our system, we will need to refund this via check. Please provide the best mailing address for us and once we receive that information we will submit the request for the check to be processed and delivered. This will take approximately 4-6 weeks.

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19532646
  
  I am rejecting this response because: Just to be clear, This is 200 in addition to the 50 you mentioned before? If so I can accept that as a response. Please clarify. Also my mailing address is:

  *************************************

  APT 112

  **********, ** 40206

   

  Thank you for your help in this matter. Once I receive some kind of confirmation of approval for this payment and tracking I will accept this response on BBB.org

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

  

  Business Response

  Date: 04/10/2023

  Thank you for providing this information. The total refund will be ******. We have submitted the request for the check refund. Again this process takes approximately 4-6 weeks.

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19532646
  
  I am rejecting this response because: I will be willing to accept this response once I have proof a that a check for ****** has been sent. Unfortunately since this process takes approximately 4-6 weeks, we may have to juggle this case until then. Ive already waited way more than 4-6 for remedy, and only got a response when I came here to BBB.org.

  Please provide proof and tracking of refund check and I will gladly accept the response.

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

  

  Business Response

  Date: 04/23/2023

  We appreciate your sharing this information with us. As noted, the checks take 4-6 weeks for processing and delivery. The check is printed by the bank and then shipped **** standard mail, so there will be no tracking and we do not have an exact date of when the check will be printed. But again the request has been submitted.

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19532646
  
  I am rejecting this response because: My trip was in January, and we're just now getting an open line of communication. So I don't mind waiting 3-6 weeks. No sort of tracking or assurance that I will receive this compensation makes me feel uneasy about a resolution to come. Ive been told by your company before that "someone will be in touch." on multiple occasions. So I will keep this case open until I receive the check or some sort of proof of payment/shipping.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/02/2023

  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 book a reservation on lake Chelan around August 7 2020 but I cancel it. Instead of refunding it, they told me they can't refund it but issue a future stay credit. The credits has a expiration date and for two years, I have been calling to extend it with no issues. This year however, I'm in the processing of selling and moving from ********** to ************** and it slipped my mind so I call like a week after it expired. They told me they can't do anything cause it expired and told me that the company wasn't supposed to allow extension. They also told me that I was supposed to use the credits to help facilitate booking another rental but it's my money and they won't give it back to me. they tracking that it have been on extended mode for the last two and half year. I have a rental agreement timestamped of august 7, 2020 on the cancellation policy but they won't give it back to me. they won't give be back my cash of $1,324.56 and set an expiration date and I have been calling to get it extend. now it slipped my mind cause I'm in the process of moving and the Vacasa said too bad, I can't extended your credit of your rightfully own money and you can't get your money back. They stealing my money.

  

  Business Response

  Date: 03/07/2023

  Thank you for taking the time to share these details with us. We apologize that your original travel plans were impacted by the covid pandemic. Given that an exception was made to your rental agreement (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.) 
  and you were offered a *********** credit which allowed two years to to be used we would not provide any refund nor any extension to the credit that has expired. 
  
  

• Initial Complaint

  Date:03/02/2023

  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.

  Casa De Avecedo on February 17th 2023 I noticed the area was really bad. The surrounding homes were in bad condition and many condemned or abandoned My 6 year old was terrified and wanted to go home. The exterior is questionable. The rear storm door the lock was busted off. The home smelled musty odor along with a hint of Marijuana. the floors hadn't been swept and look up at the open shelving and there is a DIRTY SOCK sitting there with the coffee mugs. The back splash has clearly not been wiped down. The floors not only weren't swept with debri all over the floor but there was a green sticky film on the floor near the sink.The threshold between the living room and kitchen was missing and had hair and dirt in it. The linens have stains one rooms had rips. The main room had black dog hair on the pillow. The bathroom the floor hadn't been swept behind the shower curtain back dirt and hair smeared behind the curtain on the tub The closet doors were coming off track and needed attention. The brown and smelled HORRIBLE a ***** came out from the bottom of the cabinet. there was baby roaches in the shower. We later saw numerous roaches in this house. We had to treat our belongings before we took them home so we didn't risk bring their roaches into our home. I had no choice the first night but to stay. The lady ******** tried her hardest to help me. She offered us to move to a different house but have me the address to see it and it was in an equally bad area and was teeny tiny with street only parking. ******** was extremely apologetic. She told me she was going to get me refund and a voucher for a stay at any other location in the future. I've been in touch with many people by email and chat. I've submitted pictures to I don't know how many people. First I was garaunteed a refund. Days later they tell me 5-7 days. Now 2 weeks later I'm receiving automated email responses telling me it has to be reviewed. They don't even respond in the chat any more.

  

  Business Response

  Date: 03/12/2023

  Thank you for taking the time to share these details with us. Our records indicate that you have since been in contact with our Customer Servcice team and were glad that we were able to come to an amicable resolution.

• Initial Complaint

  Date:03/01/2023

  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.

  We rented a property through Vacasa located in ****, ** this past weekend. It was located at *************************************************************** arriving Thursday, April 23 and departing Monday, April 27. I emailed them the week before the trip with some questions and never got a reply. When we arrived, there were no towels at all in the master bathroom, there were burned out lightbulbs, and the gas fireplace did not work. The gas fireplace had been prominently advertised in their listing. There were no instructions for it, but I found a gray remote for it that did not work, so I called both the customer service number and the local contact number on the information card they left out for guests. The call center I was forwarded to said they would email instructions. 2 hours later they emailed very generic instructions that did not even apply to this particular fireplace. I then called the number on the info card for the local rep again. She left a voicemail the next day saying to use the gray remote control to start the fireplace. We knew that, had tried it many times, and it didn't work. Over the next 48 hours, I called three more times - each time the local number was forwarded to the call center. One time, I asked the call center rep where he was located and he said ***********. So much for a local rep. I also used the text message capability for help. They texted back that they would get back to me once they were in touch with their local rep. *** evenings were a disappointment without a working fireplace. Their lack of customer service was absolutely unconscionable. How can they say they are all about keeping customers happy when they don't even return my call or send someone over to fix a problem? They had our permission for full access any hour of the day. If you need screen shots of call records, text records, etc. I am happy to send them. They STILL have not followed up and the rental is over. How can they get away with that kind of behavior? Bait and switch.

  

  Business Response

  Date: 03/09/2023

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experience during your stay. It looks as though our Guest Experience team has been in contact with you regarding compensation. 
  
  

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19519952
  
  I am rejecting this response because: they never called me. They never apologized. They simply said they would be sending $300 by **** and i will see it within 8 weeks.  That's a long time. How about Zelle or Venmo?  The technology exists to speed up this process.  I will accept the response once I receive the $300. Until then, I remain disappointed and amazed at the lack of outreach both DURING and AFTER my $5600 reservation. That's alot of money for 4 days in a house near a freeway.  I still can't believe the lack of customer outreach of **********************.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/27/2023

  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.

  We rented a home in ******, ** for February *****, 2023. Upon arrival I inspected the house as I always do and found pubic hairs on 2 of the toilets and in the washing machine. Also 2 of the beds had stains and/or soiled spots. Whoever cleans the property left a cleaning product that was unlabeled in the living room in reach of children as I have a younger son who is also autistic. From day one I reached out and made them aware and after requesting for a manager because all I was receiving were text messages saying Im sorry is there anything else you would like to share **** contacted me that Saturday night. He apologized and asked me to send pictures to ****************************** I did actual that the same night. On Monday morning someone called me and said the local manager said she could only compensate me $50 without the pictures because she said I didnt send them. Shes lying I did and still currently she hasnt reached out to me at all. I resend every picture plus sent proof that I sent the first set of pictures. As of now I havent heard from her or ****. This is beyond unprofessional and disgusting that they charge $450 cleaning fee for random peoples pubic hairs to be around the house and bedding thats dirty and soiled and a dirty washing machine. I also have a video walk thru.

  

  Business Response

  Date: 03/06/2023

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. Our records indicate that a refund was processed in the amount of *****. We do not feel any further compensation is warranted. 
  
  

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19508719
  
  I am rejecting this response because:
  

  I was out of town and just saw the message inside BBB. No I havent heard from Vacasa at all and there is no resolution. 
  

  
  

  Sincerely,
  
  Curtorya *****

• Initial Complaint

  Date:02/27/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a unit at ****************************** Condominums in ************* ** from February *****. I booked this online and had also spoken to several VACASA reps prior to the stay. This property was mis-represented and I have not be fairly compensated for the following issues. ?Let me start by talking about the physical property.The three stars are for that. The two missing stars are for issues with the rental company VACASA which I will address later.The property itself has many nice upgrades. The physical space was clean, there is lots of newer furniture, washing machine and refrigerator are both newer and run well. Excellent. I much appreciated things like all of the Beach supplies. Including chairs, wagon, and boogie boards. We did purchase some beach toys while we were there which we ended up leaving for future guests. Washer and dryer were the rockstar of our trip. There is both a Keurig and a drip pot coffee machine. I did try very hard to find this information out ahead of time but always received different answers. Along with a Panini machine, which we also very much enjoyed and came in handy. One of the bathroom showers had recently been upgraded. Both bathrooms were clean an updated and they were plenty of towels. There is low water pressure in the unit but I am told that is within the entire complex. There are three ***rooms. Master ***room has a king *** with memory foam mattress lots of storage in the closet and included an alarm clock. This room was well appointed and had sliders out to the deck. The other two ***rooms both had queen ***s. There was only closet storage and no dressers or alwarm clocks in either of these rooms. One had a memory foam mattress, and one had a regular spring mattress. That *** have been a little bit older. It might be a good idea to note this in the listing because I myself can not sleep on a memory foam mattress so I ended up alone in the Queen room. The location is ideal. You have beach dunes views in the back although the entire complex there is no walking on the grass so we werent able to access it through the back. We had to go through the front on the walking path. And right out the front door is the pool. Everything was very close the pool. There were 2 unheated freshwater pools that were both very clean. They were bathrooms, showers, and a boardwalk to the beach that had access just for this complex. We appreciated the sand sprayers before you enter back in.The parking out front was very easy, and there was always much available. It was easy access, the beach was absolutely beautiful, very quiet, I would like to start with the things that were mis-represented. This rental was listed as a three ***room, one king, one queen, and four twins. Which wouldve been two sets of bunk***s, which were in the pictures. When we arrived, there was two queens, one in each ***room and a king. Had I planned on having more children and needing those four twin bunk ***s, This wouldve been a major issue for us. The listing also listed a shared hot tub, and a heated pool. Neither pool was heated and there is NO hot tub. This was VERY disappointing to our family as we looked at a lot of properties prior to booking this one and specifically selected this one because of the heated pool and hot tub. The VACASA listing also included a number of other things that were not in the unit. Lots of false advertising on their part. Many of the ***ding was not very clean upon our arrival.We rent often and all over the country but had never used vacacsa previously. I always prefer Airbnb or VRBO so I can go directly through the owners. This time, we have family that uses VACASA to rent their properties and had recommended we go through them. When we arrived on day one 2/21 we noticed it was 75 inside our condo. We immediately called Vacasa (Tuesday) and let them know the air conditioning was not working-day one. Day 2 temperatures outside were between ****** as it was ******* during a February heat wave. From that point on over the course of the next six days, I called 3 to 4 times a day to the Vacasa call center. I asked them to document our call in their system and I also have a call log of these calls along with pictures. No one seemed to care about my families complaints, nothing was done about our air-conditioning problem. All the other things aside air conditioning is a priority and necessity in 85* weather. There was zero air-conditioning in the unit for our entire stay. Just got stagnent air. I let VACASA know this on DAY 1- DAY6 each time I was told things like we will let our team on the ground know, we will let the owner know or we decided ** is a luxury item but nothing changed. Temperatures in our unit were between 75 and 80 all day and night. My husband has a heart issue and I was traveling with children. This was uncomfortable and ruined our vacation. On the fourth day, the building maintenance staff came to tell us that the upstairs tenant had complained about our air conditioner, making noise, he went up himself on the roof and checked it. Not VACASA, Not an HV** person, not the owner but the facility maitnence guy. He did this out of pure kindness as he has no affiliation with VACASA. An HV** person came on day 5 and looked with his eyes at the unit and told us what the maintenance person had already confirmed-The ** unit was frosted over and seized up and would need to be repaired. They confirmed that the air conditioning had not been running for quite some time and asked us not to touch the thermostat. Never at any point did VACASA offer us any help or support such as a floor air conditioner, another unit, a window unit, relocation, hotel stay, compensation or any help with our problem. I also voiced my concerns about the in accurate website listing too with the hot tub, the heated, pool, and the *** size. we requested a partial (half-which I felt was fair) refund as it made our entire stay very uncomfortable and my husband unable to sleep at night due to the heat. He actually ended up staying with family at their nearby rental one night due to the heat. When I called on day six (after being hung up twice by VACASA representatives) I was told the owner has agreed to refund you one night Which Im not actually sure is true-but is still not acceptable. I let them know this was not enough and I was looking for a refund. After that I have received no communication with Vacasa since. I will say one thing I will NEVER use Vacasa as a rental company again. I question whether they even notify the owner in regards to our issues. It was super disappointing, overall and I fee line I have no where to turn. These are unfair business practices and flat out lying to customers. They are falsely advertising properties and made no effort to help us rectify and issue they caused. I have no recourse of action as my credit card was already charged for our stay. I was refunded $194.75 for ONE night stay. I also paid a VACASA fee for zero customer support, which I felt was wrong. I paid a cleaning fee for a property that wasnt fully cleaned. However, I will file a claim with the Better Business Bureau and I will dispute a partial charge on my credit card. Never at any point did anyone say I apologize for the inconvenience or offer any solution. I communicated with VACASA customer service reps daily on my trip, I also texted messaged two to share my complaints and sent several emails detailing my ** issues. On two separate days we waited around for the HV** person to arrive also and That was also precious vacation time lost. The heat was so bad in the unit other residents offered help and support.

  

  Business Response

  Date: 03/06/2023

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. Our records indicate that you first reached out to us about the ** on 2/22 and noted the ** was only partially working. We were able to send someone out on 2/23, who cleaned the filter, determined the ** had frozen over and turned it off to thaw, then instructed that you could turn it back on once it thawed. We provided a refund of one night of your stay for the night that you were without **. We do not feel as though any further compensation is warranted.
  
  

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19507440
  
  I am rejecting this response because:

  I submitted photos of a call log with VACASA. I called and reported the ** issue on day one 2/21day 7 of our trip. The details you provided are **mpletely false. I reported numerous times a day that there was NO **. The HV** person DID **me out on 2/23 (2 days without **) he did not do any work to the unit (my whole family was there for this) and said it was seized up NOT frosted over. We actually waited around all day for him to **me and he called (also in my call log photo) from his personal phone on 2/23 at 11:40 am to say he would be late. He told us the unit needed to stay off until it was repaired or it would over heat and disrupt the upstairs tenants. We were without air **nditioning for our entire trip. Temperatures within the unit were ****** day and night. For our entire staynever once did VACASA call or offer supportnever once did the local office reach out. I additionally have emails I sent to the local and headquarters stating I was requesting a refund and that the ** was not working. It is laughable that you would even say we were told to let the unit thaw and then turn it back on. How I know this is untrue is because I have family and friends in this **mplex and we were told there was in fact a **ntact to fix this unit ** but it was not done in time for our stay as it is hard to retain an HV** person to do the work because of staffing shortages. Facility maintenance staff entered our unit daily to try to help with the issue and can ** firm there was no **. So I would have to reject your claims that refunding us $190 for ONE night is enough **mpensation for not having ** for 6 nights during a heat wave in *******. I will **ntinue to peruse legal action. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/27/2023

  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.

  Vacasa has provided the wrong information on our 1099-misc. They actually gave us two 1099's and both have incorrect amounts and the wrong address is provided. Also, two different account numbers neither of them being ours. I spoke to homeowner support and Friday and have still not heard back. I also tried to call twice today, but was on hold for over and hour for both calls and no-one picked up.

  

  Business Response

  Date: 03/06/2023

  Thank you for providing these details for us. We have reached out to our owner support staff and asked that they contact you. 
  
  

• Initial Complaint

  Date:02/27/2023

  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 paid Vacassa $4985.52 for rental of a gulf front condo in ************* ******* for Feb 3 2023-Feb 25 2023. Pd 1/2 in May 2022 and remaining Balance in Dec 2022. ***** was called Dreamy Daze in Oceans Sands condominium.My husband and I were driving to ******* and out to dinner Tueday evening Jan 31 2023 when i saw an urgent email from vacassa informing is that our unit would not be available and they would put us in touch with their relocation specialists.They sent 2 possible units which were absolute dumps. Not on beach, no pool gravel drives with garbage cans out front. I spent full evening and all of next morning trying to resolve this with them. They tried to offer us units in ***************** (3 hours south) and hernando on a canal 3 hours north. Our daughter and grandson were flying into **********. Again not beach front units. They asked if we wanted to be in ****** or on the east coast. It was obvious ther staff were not famliar with the geography of *******. They were no help and should not be doing business in *******.We ultimately accepted a refund and ended up booking 3 separate weeks at 3 separate condos in *************, ************ and madierra beach. Wk 1. ****************** for $2616.70 Wk 2 at *********** for $2350.60 and Kima in ******* beach for $3096.20 for a total of ******* roughly 60% more than what we were expecting to pay. These units were not comparable to the quality of what we were expecting, but the best we could do during peak season in the location we wanted. We had family and friends also staying in *************.******* refused to look outside their vacassa rentals for replacement units although their email said dont worry about any additio al costs.I am looking for compensation for the difference. I have receipts and pictures of the units rented. Thank you for your assistance.*****************

  

  Business Response

  Date: 03/06/2023

  Thank you for taking the time to provide these details for us. We apologize that you original rental became unavailable. As we did what we could to find a replacement unit and ultimately provided a full refund, we would not provide any further compensation.