Great Alaskan Holidays

Complaint: [redacted]
I am rejecting this response because:  I had called numerous times and made sure! It was used for deposit and it works as a credit card. I called both times after I got the confirmation because we were worried about it. They said as long as it said Mastercard it was good. It works like one when I go to [redacted] it wotks just like a credit card it holds room deposits and rental car deposits just like any other. The point is I called and was told each time it was accepted!!  All we want is our deposit back which was paid with said card.  They misinformed us on the phone numerous times and all most ruined out trip of a lifetime! The manager was there and walked away before we knew who he was!! What kind of company does this!!
Sincerely,
[redacted]

Below is our response to [redacted] regarding his complaint.
[redacted],
I have had some time to review your file and so I am sending you an e-mail response. 
Attached are the photos for the damage that was done to the RV.   As I mentioned yesterday,  in reviewing the first...

work order that was presented and signed by you, the parts and labor charged were fair because we need to replace the entire entry door, some of the cargo doors, and the affected trim.    
The floor damage to the interior floor and the running boards appears to be from spiked shoes like golf shoes or something similar.   It appears that you completed your paperwork and we allowed you to stay in the RV overnight.  It appears to me that the floor occurred overnight after we inspected the RV and completed the paperwork? 
The second work order that was written for the floor repair is $2,420.19 as it looks like we will need to replace the entire  floor.     I reviewed all of the rental agreements for this unit for this year and there was no mention of the damaged floor or running boards  in our system or on any Exhibit A that was done for any prior rental including y ours.  So this floor damage it did occur on your rental.   I'm willing to forgive most of this work order by keeping the deposit that was due to be refunded to you which is $624.99 which amounts to 25% of the cost to repair the damaged floor.
Please review the attached photos and if you have any questions please feel free to respond via e-mail or by phone.

We are very sorry for your poor experience.  Unfortunately, we cannot accept a debit card instead of a credit card as a form of security deposit, regardless of the situation.  Below is the additional verbiage we include with every reservation confirmation to try and be clear that a credit...

card, not a debit card, will be required at pickup.  This was sent to you on three occasions, when you made your tentative reservation on 4/20/17, when you confirmed that reservation on 4/24/17, and when you made a change to that reservation on 6/08/17.  *$500 Damage Deposit Credit Hold: At pickup, a $500.00 Damage Deposit Credit Hold will be secured on your valid VISA, MASTERCARD, or DISCOVER credit card (not a debit/check card) for the duration of your rental. The *Damage Deposit Credit Hold, less any adjustments or charges you made to your account, will be voided and released back to your valid credit card on file in 3 to 5 business days after the return of the motorhome. A valid VISA, MASTERCARD, or DISCOVER Credit Card is required to take possession of your motorhome rental.  Additionally, we sent another email on 7/04/2017, two weeks prior to your rental, and at the top of that email was the verbiage below: Can you believe your Great Alaskan Holiday is only a few short weeks away? Here are a few important reminders to help expedite your orientation:   ·       Please Remember To Bring A Credit Card... ·       A valid VISA, MASTERCARD, or DISCOVER CREDIT CARD WITH $500 AVAILABLE CREDIT IS REQUIRED at pickup to secure the motorhome; the card holder must be present. ·       Debit/Check/Prepaid Cards CANNOT BE USED TO SECURE THE MOTORHOME. ·       If you do not have a Credit Card, other arrangements must be made at least 10 Days prior to your pickup date. Please call us as soon as possible to make arrangements. ·       You may use a debit/check/prepaid card to pay for you rental fees at pickup, HOWEVER you will still be required to present a Visa, MasterCard, or Discover CREDIT CARD to secure the motorhome. Sorry, we do not accept American Express.  Regarding your phone calls, our reservation staff all have multiple seasons of experience so I do not know how you could have been told differently, especially on multiple occasions.  This has been our policy for quite a long time and we are consistent and take additional precautions to use careful words when discussing the requirement to have a credit card and not a debit card.  For some situations where a customer does not have a valid credit card we will accept a two-thousand-dollar cash deposit as a last resort.  Unfortunately, that is the only exception to having a valid credit card.  Again, I am very sorry for the poor experience but I am happy and relieved another company has different policies and could accommodate your vacation on such a short notice.