This was what I tried to write to VRBO with the email address a customer service rep ga...

GetHuman-megjgran's customer service issue with VRBO from February 2019

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This was what I tried to write to VRBO with the email address a customer service rep gave to me:**To Whom It May Concern,**I have contacted your company * times with no return response. I was promised a response each time and have not gotten one. That is unacceptable. Someone from the "traveler care team" was supposed to get back to me. **I recently rented a property in Anaheim, CA. Reservation ID * HA-YSJNJB. The biggest issue I had with this stay is that I believe the owner entered the property while we were renting it, but away during the day. She did NOT give us notice for that & I believe that is illegal. Before we rented I asked the owner if we could park in the garage because we've had our back seats stolen from our vehicle in LA before. She said that we could. The washer and dryer are in the garage & prevented us from being able to pull in all the way. We unplugged the washing machine and gently moved it to the side so we could pull all the way in. No biggie. She messaged us the next day asking why we moved the machine and unplugged the cord. She also asked about an outlet in the house (which does not work). There is no way she could have known these things unless she went into the house. I asked her if she went into the house and she never responded to me. After we left, she told us the washing machine did not work. That was not true. We had moved the washing machine back to its original place, with the same care we would use on our own, and plugged it in. We did a load of laundry the morning we left. She did give us a refund of our deposit. I would also like a refund of the price we paid to stay there. I know she was supposed to give us ** hour notice before she entered the property. * I would also like to report that she misrepresented the property in photos and description. The living room was different than pictured. She changed out the couches, to less nice ones. They were mismatched with one of them having a not very nice slip cover. There are full window coverings in the photos. But, she removed the outside curtains leaving big spaces of no window covering in the living room and nothing in the kitchen. I would not have rented something with no window coverings, especially in a area I'm not familiar with. She also changed the floor rug, bar stools and dining chairs from the ones in the online photos. This may not seem like a big deal to some, but I feel like she used nicer things in the pictures to represent a nicer environment. That is misleading. She also advertised * TV's in the home. There was * non-HD TV in the living room. There is a safe advertised and ADA compatibility. The bathroom doors are very small and there is no way they will fit a wheelchair. There are * queen*double beds in the home. I know that at least one of them isn't a traditional mattress, just a really thick piece of foam. It was like sleeping on a board. She also advertised comfy seating for **. The couches fit * if you sat right next to each other. The backyard was also full of weeds where the lawn should have been. *I'm not always so critical, but I feel mislead and lied to in this situation. I have used VRBO before and never had a complaint. But, now that I have had a problem, I see that the customer service is not responsive or professional. I know there are other home rental sites our there that care about customer service, the representation of homes and customer safety. I will not use VRBO again unless this situation is resolved. I would like a refund of our rental price because of the homeowner breaking the law and because of the misrepresentation of the home. Thank you.***Sincerely,**Megan Grant *******@***.com

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Customer service issue
Reported by GetHuman-megjgran
Feb 19th, 2019 - 3 years ago
Seen by 19 customers so far
Similar issue to 1743 others
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GetHuman-megjgran started working on this issue
Feb 19th, 2019 3:18am
GetHuman-megjgran indicated the issue is not fixed yet.
Feb 19th, 2019 3:19am
GetHuman-megjgran indicated the issue is not fixed yet.
Feb 20th, 2019 4:08am

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