Complaints

• Initial Complaint

  01/02/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There are several compelling reasons to demonstrate that my guest and I were not responsible for the alleged damages to the mattress:The stains on the sheets were minimal and superficial; they were easily removable with washing. These stains were caused by a guest who was menstruating despite the use of appropriate menstrual products. When we inspected the mattress, we observed that it was covered with a mattress topper, which was unstained. Given the type and placement of the stains reported (large and yellow), it is highly unlikely they originated from us especially if the mattress topper was clean. Furthermore, the claim does not include the mattress topper.Evonify has charged us the full price for a new mattress, which appears excessive and unjustified. Our $100 security deposit was already withheld entirely to replace sheetsan amount disproportionate to their value. This raises concerns about Evonify seeking to profit unfairly from the claim.Evonifys listing advertises a king-sized bed, yet their damage claim references a queen-sized mattress. This inconsistency calls into question the accuracy of their listing and their credibility in presenting damage claims. If they are willing to misrepresent key details in their listing to attract customers, it is reasonable to suspect they might also misrepresent damage claims to ********* guest and I were in the unit for only a brief time, arriving late in the evening and leaving early the next morning to attend a formal event and catch a flight. The listing did not provide access to a washer/dryer, which would have allowed us to address any accidental stains. Additionally, the stains reported on the mattress are inconsistent with the minimal marks on the ********* conclusion, there is no concrete evidence of any wrongdoing on my part, while there are clear signs that Evonify, a large for-profit company managing rentals nationwide.

  Business response

  01/06/2025

  Hey there, *****! 

  Thanks for taking the time to share your concerns. Lets break this down and clear things up!

  - Mattress issue: Youre absolutely rightit shouldve been a king-sized mattress. Our team mistakenly filed it as queen-sized, and well cover the difference ourselves. No extra charges will come your way for that.
  

  - Stains: The stains on the sheets werent removable, and the mattress topper was also stained. The security deposit you provided was applied to cover the cost of the sheets and topper, while ****** stepped in and covered the remaining payment for the mattress itself.

  - Washer and dryer: Just a heads-uptheres a washer and dryer in the building for guests to use. This is included in the check-in instructions, but we totally understand it mightve been overlooked during your stay!

  Since ****** mediated this and the costs have already been addressed (with no extra payments from you), were not sure why this is still a concern. Moving forward, wed just encourage all guestsincluding you!to double-check listing details and instructions to avoid these kinds of situations in the future.

  Were all about creating smooth, hassle-free stays for everyone, and we appreciate you letting us know your side. Safe travels and best of luck on your next adventure! ??

  
  - The Evonify Stays Team

  
  

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing a formal complaint against Evonify, a merchant operating through **************, for an extremely unsatisfactory experience related to a reservation made via Expedia. The reservation was for the period of 11/19/23 to 11/26/23, and *** travel insurance was purchased at checkout. My grievances with Evonify are as follows:Reservation Issues: The reservation only lasted one day, despite the original intention of a week-long stay.Accommodation Conditions: The provided apartment had a missing window, was unclean, and hidden cameras were discovered.Host Misconduct: I experienced uncomfortable interactions and comments from the host, creating an unsafe and violating environment.Security Concerns: Being locked out of the apartment resulted in police involvement, raising serious security and safety concerns.Despite reaching out to Evonify, **************, and *** travel insurance for a resolution, no satisfactory solution has been provided. Disputing the charges through my bank's chargeback filing has also been ignored by the merchants.In addition to the original reservation cost of $599.80, I incurred an extra $389.95 in expenses for alternative lodging due to the unacceptable conditions provided by Evonify.The host's consistent attempts to meet with me, a young solo female traveler, raised concerns about privacy and safety, further contributing to the distressing experience.I am seeking a prompt and thorough investigation into this matter and request a full refund for both the reservation and the additional expenses incurred. If these concerns are not addressed promptly, I am prepared to escalate this matter further.

  Business response

  01/04/2024

  Hi *******,
  
  I apologize for your experience. We take such accusations of having hidden cameras seriously. We sent our staff including '*****' multiple times to your apartment to investigate and you refused entry. The picture you sent showing a hidden camera inside of an outlet is misleading. This is metal rod inside the outlet. You even called the police and they took the outlet apartment just to discover it's a metal rod. 
  
  We have videos of the outlet being taken apartment to confirm that there is no camera inside. We tried our best to resolve the situation with you but you didn't allow anyone to enter the apartment and stayed firm on accusing us of having a hidden camera therefore I instructed everyone who works for us to terminate their communication with you and that's why ***** stopped responding. 
  
  We refuse to issue any refund. We offered to resolve any issue and you refused. 
  
  Thank you
  
  
  
  

  Customer response

  01/04/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am rejecting this response because my interations with ***** were uncomfortable such as his attention to my presence in the unit, security camera use not disclosed on Expedia like on Airbnb, the company is not easy to contact, a 24 hour notice is required upon entry which was violated with immediate requests, and of course, the ************** policy stating my eligibility to receive cancelation relief.

   In addition, I suffered more financial losses as a result of the mishandling of this situation, especially since the individual who responded to this asked their staff to diminish all communication with me despite the fact that I had paid for this reservation in full. I was more than cooperative until my safety felt threatened, especially since I was locked out of the unit. In regards to the police comment, the police did not disassemble the outlets and could not provide 100% certainty on whether the unit had cameras or not, despite their beliefs and the fact these outlets specifically appeared much different than the rest.

  The practices of this organization is unsettling, and their response to my concerns only highlights my discomfort throughout this experience.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business response

  01/09/2024

  Thank you for bringing your concerns to our attention. We take guest feedback seriously, and we apologize for any inconvenience you may have experienced during your stay. After thoroughly investigating your claims, we would like to provide some clarification.
  
  Upon your departure, we conducted a comprehensive inspection of the apartment. Our records and video footage indicate that the apartment was cleaned and maintained to our usual high standards. The window in question is intact, and there is no evidence of any hidden cameras within the premises.
  
  We take security and privacy seriously. Our location is carefully pinned on the map in the listing, providing guests with a clear understanding of the neighborhood and its proximity to various points of interest. We encourage guests to research the location to ensure it aligns with their preferences before making a reservation.
  
  We have hosted thousands of guests in the same apartment without any similar complaints about safety or cleanliness. The security of our guests, especially solo travelers, is of utmost importance to us.
  
  Regarding your claim with **************, *** travel insurance, and your bank's chargeback, we understand that they have declined the dispute, affirming that our services were provided as agreed. This further supports the integrity of our operations.
  
  We regret any discomfort you may have felt during your interactions with the host. We will review your concerns internally and take appropriate actions to ensure a positive experience for all future guests.
  
  We value your feedback and want to assure you that we are committed to continuously improving our services. If you have any further questions or would like to discuss this matter in more detail, please feel free to reach out to us directly.
  
  Thank you for your understanding.
  
  Best Regards,
  
  Evonify Stays

• Initial Complaint

  02/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SCAM! I booked a stay with this company. Unknown at the time of booking, they sent a request to provide highly personal information, and additional payment, amounting to an extra 50% of the original booking. I immediately (within minutes of booking) informed them that I do not feel comfortable staying in their place because of their unexpected requests for more money. They provided a refund for about half of the original amount, and insisted on keeping about $250 of my money. Airbnb support has made repeated attempts to reach out to them, and Evonify has gone dark. At one point they hinted that they may provide additional refund, and then went dark again, stalling for time in hopes that I simply go away. The booking was active for about 30 minutes, so there is nearly zero chance that Evonify suffered any loss from other people not being able to book this room. It was cancelled nearly immediately, and they RE-listed the room at double the original price!If you look at their listings on airbnb and other websites, looks like they operate multiple profiles, so that if one gets taken down for scamming, other accounts will stay active. I will not give up until I get my full payment back.

  Customer response

  03/01/2023

  I have not heard from the business in response to my complaint. The business has made no effort to resolve the issue or even respond. Hey have effectively stolen my $247. I advise everyone to stay away from Evonify and any Airbnb listings mentioning Evonify. 

  Business response

  03/03/2023

  Good day!

  We apologize for any inconvenience that they may have experienced during their stay with us. We strive to provide a clean and comfortable accommodation for all our guests, and we're sorry that we didn't meet their expectations in this regard.
  We would like to clarify that the location displayed on our Airbnb listing is accurate. As for the cleanliness and coziness of our accommodation, we take these matters seriously and we have the documentation of the property before they are arrive and it was cleaned up to our standards. 

  Please know that the amount they were refunded was based on Airbnb Terms of Service. 

  
  We appreciate your feedback and will use it to improve our services.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Company scammed me out of a $300 Airbnb stay.

  Business response

  02/13/2023

  
  We deny this claim. The guest booked with us via Airbnb. We advised her to cancel within a timeframe to be refunded in full. She canceled and Airbnb refunded her.

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is a scam. They slowly broke all the rules and they had me pay off of AIRBNB and check out away from AIRBNB where they could scam me and then tried to have me double pay (very sketchy!! see images attached) taking multiple deposits from me. There was a dirty diaper placed in front of my door for days in retaliation to asking the cleaning lady to remove the trash she left by the door on Thanksgiving day and after ( please see photos attached!) Roaches (please see photo attached) Bad customer service.

  Business response

  01/12/2023

  Hi ******, 
  
  I apologize regarding your experience with us. I will breakdown my response to your complaint here: 
  
  1 - You booked with Airbnb from Nov 11th 2022 until Dec 9th 2022. You only paid $80 directly to us for the pet fee. It was submitted on Nov 13th 2022 by YOU.
  2 - On Dec 8th 2022 at 8pm est, you requested to extend with us from Dec 9th 2022 until Dec 13th 2022. The total $298.92 and was paid by YOU. We never charged you from our end.
  3 - On Dec 12th 2022 at 3pm est, you requested to extend with us from Dec 13th 2022 until Dec 18th 2022. The total is $362.52 and was paid by YOU. We never charged you from our end.
  4 - On Dec 18th 2022 at 9AM est, you requested to extend for one more night from Dec 18th 2022 until Dec 19th 2022. The total is $73.60 and was paid by YOU. We never charged you from our end.
  
  5 - On your check-out date Dec 19th 2022, we charged you $50 for additional cleaning. We took it from the $100 security deposit you paid. You left the apartment with a huge mess. We do have pictures and videos of the condition you left the apartment.
  
  6 - On Dec 28th 2022, you disputed the $50 charge for the additional cleaning.
  7 - On Jan 7th 2023, you disputed the $73.60 charge YOU paid yourself on the extension from Dec 18th 2022 until Dec 19th 2022. You also disputed the $80 pet fee YOU paid on Nov 13th 2022. 
  
  
  We are currently in the process of providing documentations to the bank to fight your disputes and the bank should investigate and hold you accountable. All payments except the $50 additional cleaning were paid by YOU and you were fully aware of what was going on.
  
  Thank you
  
  

*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. ↩