The customer service is absolutely terrible.
I've used HomeAway also: NV, MD, NY, ME, UT. Never a problem. Great service. I will continue using them instead billing hotels, as it's often less expensive and you have a house or condo to relax in instead of one bedroom and one bath.
I used them in August. Everything went well.
I use it often and have for a couple of years. I've used it for New York City, Bermuda, Costa Rica and last week I reserved a house in Roatan. I think it is a great service.