R&R Campers

Review: I rented a camper from them to use on a vacation from August 25th thru September 1st 2014. Prior to the rental I did everything they requested me to do which included watching an instructional video from them showing me how to set up and take down their pop-up camper. I answered all of their rules as they requested and even went as far as watching another video from a website that showed the exact make and model of the unit I was renting, as the video they provided was not even about the exact model I was renting. When I reached my camping destination to set the camper up, I noticed that the propane tank was empty I immediately called the rental place and they told me that they never rent them out with a full tank so I proceeded to remove the empty tank at which time I noticed that there was a dent in the trailer directly behind where the tank was located and that someone had put electrical tape on the hose hook-up that attaches to the propane tank which prevented me from using the full tank that I purchased. I again, called the company right away to tell them what I discovered and was told by their "maintenance guy" that he has 29 trailers and doesn't have the time to check each one out before renting them. I realized at this point that I would not have any propane for my entire trip. The camper was returned, the same guy I talked to looked at it, said I was good to go. 2 days later I get a call asking me what I am going to do about it! Then I find out they are charging my credit card an additional 188.00. I have contacted them several times asking for receipts on these extra charges and have not gotten any response. The last attempt to contact was a voice mail & email from me telling them not to charge anything else on my card. I still have had no response from them.Desired Settlement: I immediately let them know what I discovered only to be blamed by them for causing the problem. I'm thinking I should've not said anything about it (like the person who ultimately did the damage)and just returned it as the "maintenance guy" would probably still be too busy to have the time to check it out once again and then I wouldn't be the person blamed and ultimately charged. It's not fair or right that I was charged the extra money for damage that I did not do.

Business

Response:

[redacted] rented a camper from R&R Campers and requested that the camper be dropped off to her at a location closer to her home. I towed the camper to the Lions Park in St Croix Falls with my Chevy Equinox. To remove the camper from the ball of my vehicle I placed a wooden block on the paved parking lot, removed the chains, disconnected the light cord and proceeded to crank the jack until the camper hitch was clear of my vehicles ball hitch. This was very simple and required no pushing or prodding or manual lifting because the vehicle ball hitch and the camper tongue hitch line up. [redacted] returned the camper to our lot. I drove my same vehicle over to it immediately after she dropped it off so I could take it in to the shop to get the propane hose looked at and to my surprise I could not lower the camper tongue hitch onto my vehicle ball hitch even though nothing on my vehicle had changed. The entire tongue of the camper had been bent upward. I have pictures. This conclusive evidence was explained to this customer. She was emailed a photograph of the camper all set up so she could even see for herself and she still refused to admit she had done it or discuss what she thought was fair in regards to damages. She insists upon calling my husband who is the co-owner of our business “The Maintenance Man” and he is the one she talked to on two occasions. She has misquoted both of us in her emails to us and in her complaint to you. For example, my husband told her that we do not have the time to fill the propane tanks between customers. This was also told to her in her confirmation email when she made the reservation. In her complaint she states that he said we don’t have time to check each one out before renting them. We do a complete inspection of the campers before they go back out. It is only the propane that is not checked. Also, she states that she reported the dent to my husband over the phone but that is not true. She could not get her propane working and called because she was mad about it, when in reality she is the one who broke it.

Finally, our customers agree to the damage policy and provide a deposit to cover them. [redacted] authorized us to charge the card on file for damages, and since there were damages it is not clear to me why she is unwilling to take responsibility for them.

Desired Settlement: Our business with [redacted] to be concluded

Feel free to contact me if you need further information.

Thank you,

R&R Campers, LLC

Consumer

Response: