Initial Business Response /* (1000, 5, 2015/08/28) */
*** Hard Copy attached for your review ***
To Whom It May Concern:
Regarding the complaint from Dr*** ***Ms***'s husband called on June 22, and reserved a motohome to be rented on Friday August 7, through Monday
August 17, This would be a day rental with our biggest motorhome we carry the 35' Class A WinnebagoPicture of this motorhome can be seen on our web sitewww.rent-n-travel.com
When people reserve a unit over the phone we have to go over the Pitimes and return time on final day with the person reservingWe then fill out arental agreement with all the information about the rental and is mailed out in the mail to the renterIt states clearly on the rental agreement Pitime is between and pmMust be picked up by 5pmOn your final day the unit has to be returned by 11:00am
At this particular time of the year, meaning the beginning of August, we are extremely busy and we do our best to get people on the road for their vacation as quickly as possibleMost of the time we do get people out of here before We have a Pitime between and for a reasonJust for an example, we can have units, Motorhomes, Travel Trailers, Vans coming in one day and out of those coming we might have all of them going right back out or several going right back outWe have this time for cleaning, oil changes, and minor repair if needed
In the case involving Mr*** and his wife Dr*** ***He was here to pick up at 2:This was between the times stated on the contractWe told him the motorhome was not ready yet, but would be shortlyAgain, very busy dayWe proceeded to do the paper work that needed to be done and he waited very patientlyIt did take a bit longer then we expectedFinally the motorhome was ready at about minto an hour after he was here to pick it upWe did apologize and he seemed a little disappointed, but was ok when he left here
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At the time that The Drand her husband were on their vacation, we received a call from the previous renters of the motorhome that the Drand her husband hadThey had stated that they were sure they had left some things in the outside compartment of the same motorhome the Drand his wife have nowThey said there were some bags of clothes and boots and a helmetI explained that the motorhome has gone right back out and that I would try to contact the Drand her husbandI did call the cell number that was on the contract, but no answerI then called the person back who had the motorhome previously and explained I would keep on trying to get a hold of them and see if they had found anything in the motorhome
This kind of thing happens all the timeWhether people remember or not we find personal items left behind in units all the timeOur staff has found countless items such as, computers, cameras, clothes, pots and pans etcThese items are put in the front officeWe call people and let them know or they call us and they sit until people come in for themIf items are left for more then days we move them to the upstairs of the building
It wasn't till after Mr*** returned home before he returned the motorhome to RentN-Travel he called and said that they had found some personal things in the motorhome and had removed them and put them in their garage and wanted to know if we wanted them to bring it with him when he returns the motorhomeWe said yes please and thank you! I proceeded to call the previous renters and had told her they were back with their belongings were found and they will be here for pickup
Mr*** returned the motorhome by 11:am and it was inspected and everything was checked out and the motorhome was returned clean and as far as we knew Mr*** had no complaints
I would like to address the things left in the motorhome that the Drand her husband had rentedWe try our hardest to have everything move smoothly and operational for every one of our customers that is renting from usWhen these units come in we go through them make sure everything works and that they are cleanI don't know why the items were left in the motor-home that the Drand her husband rentedI would gather that because Mr*** was waiting a fare amount of time for his motor-home we were rushing and the outside compartments never were gone throughThat is totally our fault and that is the only excuse we haveNot the end of the world and I do not believe that it ruined anything for the Drand her husbandThey never let us know until they returned from their trip
When the previous renters came to pick up their belonging left in the motor-home they stated that there was also some boots left in that compartment and a helmetWhen I called Mr*** he stated that that was all he found and his wife the doctor Ms*** *** left all the things she found in their garage and he returned everything she took out of the outside compartmentWe said ok and let the previous renters knowThe previous renters were not happy about this because they were sure that the items were
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still in Mr***'s garage, however we can not harass Mr*** and as far as we are concerned the matter is closed
Now we have received a letter from the Revdex.com of a complaint written by Dr*** ***In this letter she wants some compensation for the day that her husband picks up the motor-homeShe is stating that the motor-home was not ready when her husband came to pick it up and that when they got home with the motor-home she found belongings in the outside compartment and listed all the things left, which was bags of clothes, dirty boots and a FIREARMAnd that the things were left in the garage because of bug infestationNow you can imagine that we were quite surprised to find out that when they returned the bags to us none of this was mentionedEspecially about a GUN! Now after receiving this letter I decided to call the previous owners and ask them if they had left a FIREARM in with their bags of belongingsShe said NO WE DID NOT HAVE A GUN, just the bags of bedding, clothes and bootsSo, I decided to call Mr*** and ask him about the letter and started to explain that we would like the boots back and the gun that was left in the motor homeBecause, your wife clearly in her complaint said there was a gun and that her son found it in the motor-home and if there was a gun that we would like it backHe states that it was a bebe gun and that his In Laws now have itInteresting that the boots were not returned and that neither was the so called gun! Why if they found a FIREARM they would not have returned it? Well a Bebe gun is a far cry from a FIREARM and it does not even belong to the previous renters and why is it even mentioned in this complaint? And as far as the pick up time of the motor-home, this is why we have on our contract pick up time between and 5pmHe was very patient when he was waiting and never said a thing to us about being upset when he returned the unitThe previous renter was really happy to hear that their belongings were bug infested! They were notThese things were in our office till they came to pick them up
We will not be refunding anything back to The Dr*** ***, who's clearly a liar and thinks she is better then everyone else
Sincerely,
Petra ***
Rent-N-Travel
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ms ***,
Thank you for your responseI did not state the previous renters items were bug infestedI simply stated that their items had to be stored outside the home since they were clearly dirty clothes and bedding items shoved into garbage bagsGiven that I do not know the previous renters, I did not wish to take the chances of infecting my homeOne does wonder how an RV can be cleaned while missing several garbage bags worth of items
The night of renting the RV was extremely hectic as your company did not have the RV ready at the stated timeAs we had four adults attempting to load the RV from families, there was confusion when items from the previous renters were found and it was not clear what belonged to which familyIn the confusion, items were being loaded and unloadedI was only aware of the bedding and clothes as I removed these and put them in the garageMy mother thought the helmet and boots belonged to us and had packed these awayI do apologize for including the firearm in the complaint as it turned out that this belonged to someone else
Based on this information, it is clear that dealing with the belongings of your prior client while trying to go out of town for the vacation we paid for caused significant confusion and distressYour company was not called while we were on vacation as we had no cellphone service in Yellowstone ParkYou were notified the day we returned and you have acknowledged your poor service in cleaning out the RV
Given your unprofessional and unfound comment about me, in addition to your rude attitude on the phone when I called you earlier this summer, I will assume that unprofessional behavior is your usual manner of treating costumersI expect a refund for the night of difficulties you caused us
Initial Business Response /* (1000, 5, 2015/08/28) */
*** Hard Copy attached for your review ***
To Whom It May Concern:
Regarding the complaint from Dr*** ***Ms***'s husband called on June 22, and reserved a motohome to be rented on Friday August 7, through Monday
August 17, This would be a day rental with our biggest motorhome we carry the 35' Class A WinnebagoPicture of this motorhome can be seen on our web sitewww.rent-n-travel.com
When people reserve a unit over the phone we have to go over the Pitimes and return time on final day with the person reservingWe then fill out arental agreement with all the information about the rental and is mailed out in the mail to the renterIt states clearly on the rental agreement Pitime is between and pmMust be picked up by 5pmOn your final day the unit has to be returned by 11:00am
At this particular time of the year, meaning the beginning of August, we are extremely busy and we do our best to get people on the road for their vacation as quickly as possibleMost of the time we do get people out of here before We have a Pitime between and for a reasonJust for an example, we can have units, Motorhomes, Travel Trailers, Vans coming in one day and out of those coming we might have all of them going right back out or several going right back outWe have this time for cleaning, oil changes, and minor repair if needed
In the case involving Mr*** and his wife Dr*** ***He was here to pick up at 2:This was between the times stated on the contractWe told him the motorhome was not ready yet, but would be shortlyAgain, very busy dayWe proceeded to do the paper work that needed to be done and he waited very patientlyIt did take a bit longer then we expectedFinally the motorhome was ready at about minto an hour after he was here to pick it upWe did apologize and he seemed a little disappointed, but was ok when he left here
________________
________________
At the time that The Drand her husband were on their vacation, we received a call from the previous renters of the motorhome that the Drand her husband hadThey had stated that they were sure they had left some things in the outside compartment of the same motorhome the Drand his wife have nowThey said there were some bags of clothes and boots and a helmetI explained that the motorhome has gone right back out and that I would try to contact the Drand her husbandI did call the cell number that was on the contract, but no answerI then called the person back who had the motorhome previously and explained I would keep on trying to get a hold of them and see if they had found anything in the motorhome
This kind of thing happens all the timeWhether people remember or not we find personal items left behind in units all the timeOur staff has found countless items such as, computers, cameras, clothes, pots and pans etcThese items are put in the front officeWe call people and let them know or they call us and they sit until people come in for themIf items are left for more then days we move them to the upstairs of the building
It wasn't till after Mr*** returned home before he returned the motorhome to RentN-Travel he called and said that they had found some personal things in the motorhome and had removed them and put them in their garage and wanted to know if we wanted them to bring it with him when he returns the motorhomeWe said yes please and thank you! I proceeded to call the previous renters and had told her they were back with their belongings were found and they will be here for pickup
Mr*** returned the motorhome by 11:am and it was inspected and everything was checked out and the motorhome was returned clean and as far as we knew Mr*** had no complaints
I would like to address the things left in the motorhome that the Drand her husband had rentedWe try our hardest to have everything move smoothly and operational for every one of our customers that is renting from usWhen these units come in we go through them make sure everything works and that they are cleanI don't know why the items were left in the motor-home that the Drand her husband rentedI would gather that because Mr*** was waiting a fare amount of time for his motor-home we were rushing and the outside compartments never were gone throughThat is totally our fault and that is the only excuse we haveNot the end of the world and I do not believe that it ruined anything for the Drand her husbandThey never let us know until they returned from their trip
When the previous renters came to pick up their belonging left in the motor-home they stated that there was also some boots left in that compartment and a helmetWhen I called Mr*** he stated that that was all he found and his wife the doctor Ms*** *** left all the things she found in their garage and he returned everything she took out of the outside compartmentWe said ok and let the previous renters knowThe previous renters were not happy about this because they were sure that the items were
________________
________________
still in Mr***'s garage, however we can not harass Mr*** and as far as we are concerned the matter is closed
Now we have received a letter from the Revdex.com of a complaint written by Dr*** ***In this letter she wants some compensation for the day that her husband picks up the motor-homeShe is stating that the motor-home was not ready when her husband came to pick it up and that when they got home with the motor-home she found belongings in the outside compartment and listed all the things left, which was bags of clothes, dirty boots and a FIREARMAnd that the things were left in the garage because of bug infestationNow you can imagine that we were quite surprised to find out that when they returned the bags to us none of this was mentionedEspecially about a GUN! Now after receiving this letter I decided to call the previous owners and ask them if they had left a FIREARM in with their bags of belongingsShe said NO WE DID NOT HAVE A GUN, just the bags of bedding, clothes and bootsSo, I decided to call Mr*** and ask him about the letter and started to explain that we would like the boots back and the gun that was left in the motor homeBecause, your wife clearly in her complaint said there was a gun and that her son found it in the motor-home and if there was a gun that we would like it backHe states that it was a bebe gun and that his In Laws now have itInteresting that the boots were not returned and that neither was the so called gun! Why if they found a FIREARM they would not have returned it? Well a Bebe gun is a far cry from a FIREARM and it does not even belong to the previous renters and why is it even mentioned in this complaint? And as far as the pick up time of the motor-home, this is why we have on our contract pick up time between and 5pmHe was very patient when he was waiting and never said a thing to us about being upset when he returned the unitThe previous renter was really happy to hear that their belongings were bug infested! They were notThese things were in our office till they came to pick them up
We will not be refunding anything back to The Dr*** ***, who's clearly a liar and thinks she is better then everyone else
Sincerely,
Petra ***
Rent-N-Travel
Initial Consumer Rebuttal /* (3000, 7, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ms ***,
Thank you for your responseI did not state the previous renters items were bug infestedI simply stated that their items had to be stored outside the home since they were clearly dirty clothes and bedding items shoved into garbage bagsGiven that I do not know the previous renters, I did not wish to take the chances of infecting my homeOne does wonder how an RV can be cleaned while missing several garbage bags worth of items
The night of renting the RV was extremely hectic as your company did not have the RV ready at the stated timeAs we had four adults attempting to load the RV from families, there was confusion when items from the previous renters were found and it was not clear what belonged to which familyIn the confusion, items were being loaded and unloadedI was only aware of the bedding and clothes as I removed these and put them in the garageMy mother thought the helmet and boots belonged to us and had packed these awayI do apologize for including the firearm in the complaint as it turned out that this belonged to someone else
Based on this information, it is clear that dealing with the belongings of your prior client while trying to go out of town for the vacation we paid for caused significant confusion and distressYour company was not called while we were on vacation as we had no cellphone service in Yellowstone ParkYou were notified the day we returned and you have acknowledged your poor service in cleaning out the RV
Given your unprofessional and unfound comment about me, in addition to your rude attitude on the phone when I called you earlier this summer, I will assume that unprofessional behavior is your usual manner of treating costumersI expect a refund for the night of difficulties you caused us