My Customer service issue with HomeAway.com from April 2018
Help with my HomeAway.com issue
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The issue in GetHuman-kalawell's own words
I was trying to do something, and ran into a problem.
I have done business with HomeAway for several years now and have had an ok experience with their customer service but today I had the worst experience ever with customer service anywhere and I encourage any homeowner to beware when they sign up with HomeAway. In short our condo was sold and the new owner opened his own HomeAway account but HomeAway just took money out of my account called a "Recapture Fee" . This is due to someone cancelling their reservation. Instead of taking the money out of the new owners account, they took it out of ours. I called and was told that my information for that listing was no longer valid. Well duh! The new owner has all of this information now. His email, his phone number and his secret word. I tried explaining my situation with the lady ( I am refraining from putting her name out here) since it didn't fall into their process driven service drill and she said she couldn't talk to me about it. I tried again very gently telling her that this situation was outside the box and I needed her to help by listening seeing what she could do to help me. She just kept repeating herself saying she couldn't help me and got really nasty with me. I mean really.... if you can't handle it get someone who can. That is all customers want. Someone to think outside the box and help them resolve their issue. Well long story short I asked to speak to a manager and she would not let me saying she needed more information. I don't know what else I could have given her but then she got really nasty again. I asked again to speak to a manager and she would not give me that opportunity to speak with someone else to resolve my issue. I hung up and called back and talked to someone who said that managers don't work on weekends. Go figure. I asked that when the managers do come back to work could one of them call me. Believe me I will not be holding my breathe. Beware, HomeAway's customer service is horrible. Oh and I couldn't find any where on their website to email anyone about this. All they have is their canned questions that people can ask about.
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