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VRBO Corporate Office Headquarters complaints

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1011 West Fifth Street, Suite 300
Austin, TX 78703 | Get Directions

(512) 493-0382

http://www.vrbo.com

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Total Amount in Dispute:
$404,674.00

Total Amount Settled:
$17,249.00

Complaint Experience

67%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

87 complaints against VRBO Corporate Office Headquarters closed in last 3 years.

Complaints	Type of response
15	Making a full refund, as the consumer requested
2	Making a partial refund
15	Agreed to make an adjustment
0	Refusing to make an adjustment
29	Refuse to adjust, relying on terms of agreement
26	Unanswered

87 complaints against VRBO Corporate Office Headquarters

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4/30/2024

RESPONSE: Complaint was not answered Amount in Dispute: $2,758.00 Amount Settled: $0.00

Customer Complaint

4/4/2024

4/19/23 confirmed reservation, property 2654844. HA-M21LD3. $ 3915.00. Host Keyanna 12/9th/2023, email from Elena Tagini (now a different host) asking if I still wanted property. (Note: The host and ad has changed completely from 2023 to 2024). I replied "Yes." Then asked about supplies in unit. No reply. Ad for unit had nothing listed. 1/16/24Elena said that the unit was full of mold "Sorry ." I asked for my $4,000 back. Changed her story . It could be fixed, only a little, etc. Finally she contacted VRBO and I was refunded. I had 4 days to rebook. Rebooking would "look into it." Flight on 1/21/2024. Spending 11days at an adjacent resort first. Then a month at VRBO. Disabled and need a specific property. I found another VRBO , HA-YQTYMW . Shay from Rebooking team informed me that "You can book another property within our Expedia network for up to $7830.00. VRBO will reimburse you for the difference between your original reservation$3,915.00 and the new booking." I have this email and was told six months to file a claim #123073608. Also in writing. Since March, I have contacted them 8 times: customer service, Chats or emails as directed. All successfully sent according to phone/ internet companies. Sent required documents. Attached as required. Agents said they are out of country. No alternative email . VRBO will not honor guarantee. I have hard copies and photos of all correspondences. They will not accept any emails from me. Resolution Sought VRBO has records of both reservations. Booked directly through them. Just subtract the two numbers 3915.00 from 6673.00 and refund me the difference as stated in their guarantee. Simple and shouldn't take 8 correspondences to do. Refund $2,758.00 They still send me emails to vacation through them so they know where to find me. I can send any documents through you. At this point I am concerned that there may be hacking of information involved. Thanks, Maryann Boyne

3/3/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

2/1/2024

Scamming people on WhatsApp for " online work" maybe their posing as them but that's the company and where they are based off of according to them. Resolution Sought Shutting the whole WhatsApp scam business down and receiving at least $800. I was supposed to be paid.

Company Response

2/19/2024

As an initial matter, HomeAway is not affiliated with WhatsApp and does not use WhatsApp services. We strongly encourage keeping all of your communications and bookings on our site to help protect you from phishing and other fraud. We have conducted a reasonable and diligent search but were unable to locate the reservation in question. Without additional information such as a listing or reservation ID, or the email address under which this reservation might have been made, HomeAway is unable to assist at this time.

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