American Adventure RV Rentals

American Adventure RVResponse to Complaint # [redacted] & [redacted] RV Rental 8/– 8/11I would like to preface this by letting you know that I am the new owner of this business as of September 1st I have been training with the previous owner [redacted] since MayI witnessed this incident during my training period and am giving a summary of the actual events as they unfoldedI have nothing to gain or lose monetarily with this incidentIt was a huge learning experience for me though, as it showed me first hand how people that you think are really decent will lie and cheat to avoid taking responsibility for their errorsAs far as [redacted] becoming heated, he didHe has no tolerance for people that behave this way, and he does get very defensive.On 2/22/ [redacted] booked the Sunseeker Class C Coach for their vacation on 8/to 8/Before August arrived we retired the Sunseeker from our fleet as it was older and not as desireable for a rental fleetWe upgraded this booking to the [redacted] , a newer larger coach, at no additional cost to the rentersEverything was great the first couple of hours until the AC was not blowing coldWe had Freon added, but it still was not up to par so we gave them the option of a full refund or the only other coach that was available, which was a Coachman Freelander 28QBThis is a nice coach, but not as nice as the [redacted] , so of course it was a disappointmentThis was nearing the end of a busy summer season and we were booked solid, but wanted to do everything possible to please them and provide the means for a great vacationThe Freelander had just come back from a generator repair and we had a brand new backup generator on the back that we left just in case there was an issueWe also extended the use of the RV until 8/14, additional days, at a value of $to make up for the inconvenienceWe also overnighted their camera that was left behind in the [redacted] , to Colorado at a cost to us of $that we did not ask for reimbursementWe truly went above and beyond to make them happy including the offering of a full refund which they declinedUpon return of the coach, the drop off was on a Sunday which we are not open but did come in to meet themThe actual check in with full inspection was done Monday morningWe check every inch of every coach during a return inspection, including the roofThat is our standardThe roof is actually the easiest place to incur damage as there are many low hanging trees and various other hazards that can be difficult to avoidThe last thing we wanted to have on this rental was anymore issues!! This is the type of rental that we pray for no damage – unfortunately there was extensive damage on the roof and some scratches down the upper side of the coachThe antenna on the roof was torn off and there was a hole in the roof as wellThey put duct tape over the holeThe duct tape was the same duct tape that they used admittedly to on the back of the coach so there was no doubt whatsoever that this was done by them and they attempted to hide itAs for the behaviors that followed, both [redacted] and [redacted] both were defensive and out of sortsNormally, this type of damage is handled very easilyNot a big deal, this is why we have insuranceIt happens! But they went to extremes to cover it up and then lied about itOnce they were caught in the lie, they got very ugly and have posted horrible reviews everywhere and have also instructed their insurance company not to pay our claimI will attach our contracts, and a copy of the repair bill for the damage they incurredIn this situation, the insurance would cover the full cost of damage and they would be refunded their full damage depositThey do not have a deductibleI guess they feel we should pay for their damage too Sincerely, [redacted] American Adventure RV Rentals [redacted]

Complaint: [redacted] I am rejecting this response because:What we are hearing is that they "gave" us extra days for free but then used the cost of these "free" days to keep from reimbursing us the difference in the price of the RV's, as promisedI completely agree that the $should be removed from the reimbursement for the cost of shipping the cameraBecause of the ineptitude of the business to provide an operational RV when we first arrived, at 9am, we were delayed to the point that we weren't able to get on the road until 4pm and wound up staying in a ***- [redacted] parking lot with a non-operational generator to bootThe RV had no stove, an inoperative microwave, a leaking shower and a broken fresh water fill connection that kept us from filling the water tank for dry camping when needed, like at ***-***We can bicker all day about damages to the exterior of the RV, but in the end that is what a contract is for and that is what insurance is forIf my insurance refused to pay for these "damages" then that is ultimately between the business and the insurancePlease note that the RV was in an accident just prior to our rental, that we were unable to inspect the roof because of my disability and was assured that all was well topsideI have no way of knowing if the antennae was damaged in the accident or notI do know that there was a welder working on the right rear of the vehicle prior to us taking it as a substituteI did not sign a return addendum and if you will notice, it appears to have been filled out both after we left with the RV and after it was returnedThe addendum as I read it states that the monetary value of all damages noted will be assessed, not the damages themselvesThe contract states that once the RV is in the possession of the rental agency and cleared from the renter on the date of return, then it is the sole responsibility of the agencyBottom line up front, we were promised a refund for the sub-par rental we received in lieu of what we originally rented, we were charged $for a damage deposit with no explanation givenI do not believe that the company has the right to charge us that money just because the insurance did not give them what they wantAlso, were never offered a refund at any time during the piday***, the other new owner, wrote us a message on [redacted] apologizing for our bad experience with Jeff, that she's the new owner and that additional units have been added to the fleet that we might find one that is better than the one we had to takeShe's welcomed us back and hopes that we don't hold our unpleasant experience against themFurther more, at the time of the rental with all that was going wrong, [redacted] praised us at how well we were dealing with the ordeal of getting in to a different, lesser model RV Regards, [redacted] ***

The check out/check in form which is an addendum to our rental agreement clearly states "Inspections to determine cost of damage are normally made within working days of check-in."This is due to many coaches arriving within the same period or during other coach orientations/check-out that we are unable to perform a complete and thorough inspection as they arriveIt is extremely rare that a thorough cheis not performed within the first hours, which in this case it wasA complete check in takes about 30-minutes as we must go through all systems of the coach and all components inside and out - including the roofWe have told many renters during drop off that the initial visual looks good, and that we will call if there is a problem - and if that is the case "you already know about it"Most renters will point out any damage or problem areas, and we go through the motions to resolve themWe had over rentals this summer and this is the only issue of this nature we have had with a renterI can understand the initial disappointment, but every step was taken to resolve including the offering of a full refundThere is no need to try and hide, then lie about damage just because you feel justified in doing soThat is just not right!Attached is a copy of the actual agreement they signed at cheincluding a couple of photos of their roof damageWe have several more photos.Thanks,***

Complaint: ***
I am rejecting this response because:I am providing a picture of the model that we rented to show the repair work done after it was involved in an accident with the previous renters, please notice the black duct tape on the right rear of the vehicleThis makes me think that the owners don't even know who they are talking to if they don't even know the RV that was rentedWe sat and watched the welder repair the right rear corner of the RV prior to getting it as a replacementThe generator was not repaired, it did not workThey gave us an external generator that failed to work after a few hours as well The RV was indeed newer than the one reserved and the one originally substituted at the time of pickup, unfortunately it had almost 100,miles on it and showed a great deal of wear and tear, especially on the insideWe rented a model with a single living room slide out, a stove/oven, a working microwave, two tv's with DVD players, external speakers and a stereo that actually workedWhat we got was no oven, a broken microwave, one small tv, no slide out and an after market radio that did not workI have included paperwork showing the original model and price we paid and the actual model we were given and how much that would have cost usOnce again, no refund in full was ever offeredThe coach was inspected upon return, no damage was noted, the company accepted the return, which IAW the contract, terminates the rental period and no longer holds the renter responsible for any damage found at a later dateWhen we returned on Wednesday for the refund, that is when the threats of filing a claim against us were madeThreats based on us requesting a refund, and being told that if we proceed with this that insurance claims will be madeLet me emphasize, these were threats, threats which became more forceful the more I tried to make my case for a refundIt took three days for the company to claim there was damage, it took more than a week for them to actually file a claim with my insurance companyMind you, the RV was completely out of our control by that timeI am done arguing this through a Revdex.com complaint, I wish this to be resolved by the Revdex.com if possible, if not then I will again contact my lawyer and file suit against the company in order to receive proper compensation and the damage deposit backAlso, I am no longer going to respond to any further replies by the business
Regards,
*** ***

American Adventure RVResponse to Complaint #[redacted] & [redacted] RV Rental 8/3 – 8/11I would like to preface this by letting you know that I am the new owner of this business as of September 1st 2016. I have been training with the previous owner [redacted] since May. I witnessed...

this incident during my training period and am giving a summary of the actual events as they unfolded. I have nothing to gain or lose monetarily with this incident. It was a huge learning experience for me though, as it showed me first hand how people that you think are really decent will lie and cheat to avoid taking responsibility for their errors. As far as [redacted] becoming  heated, he did. He has no tolerance for people that behave this way, and he does get very defensive.On 2/22/2016 [redacted] booked the 2011 Sunseeker Class C Coach for their vacation on 8/3 to 8/11. Before August arrived we retired the Sunseeker from our fleet as it was older and not as desireable for a rental fleet. We upgraded  this booking to the [redacted], a newer larger coach, at no additional cost to the renters. Everything was great the first couple of hours until the AC was not blowing cold. We had Freon added, but it still was not up to par so we gave them the option of a full refund or the only other coach that was available, which was a 2014 Coachman Freelander 28QB. This is a nice coach, but not as nice as the [redacted], so of course it was a disappointment. This was nearing the end of a busy summer season and we were booked solid, but wanted to do everything possible to please them and provide the means for a great vacation. The Freelander had just come back from a generator repair and we had a brand new backup generator on the back that we left just in case there was an issue. We also extended the use of the RV until 8/14, 3 additional days, at a value of $900.00 to make up for the inconvenience. We also overnighted their camera that was left behind in the [redacted], to Colorado at a cost to us of $49 that we did not ask for reimbursement. We truly went above and beyond to make them happy including the offering of a full refund which they declined. Upon return of the coach, the drop off was on a Sunday which we are not open but did come in to meet them. The actual check in with full inspection was done Monday morning. We check every inch of every coach during a return inspection, including the roof. That is our standard. The roof is actually the easiest place to incur damage as there are many low hanging trees and various other hazards that can be difficult to avoid. The last thing we wanted to have on this rental was anymore issues!! This is the type of rental that we pray for no damage – unfortunately there was extensive damage on the roof and some scratches down the upper side of the coach. The antenna on the roof was torn off and there was a hole in the roof as well. They put duct tape over the hole. The duct tape was the same duct tape that they used admittedly to on the back of the coach so there was no doubt whatsoever that this was done by them and they attempted to hide it. As for the behaviors that followed, both [redacted] and [redacted] both were defensive and out of sorts. Normally, this type of damage is handled very easily. Not a big deal, this is why we have insurance. It happens! But they went to extremes to cover it up and then lied about it. Once they were caught in the lie, they got very ugly and have posted horrible reviews everywhere and have also instructed their insurance company not to pay our claim. I will attach our contracts, and a copy of the repair bill for the damage they incurred. In this situation, the insurance would cover the full cost of damage and they would be refunded their full damage deposit. They do not have a deductible. I guess they feel we should pay for their damage too…Sincerely,[redacted]American Adventure RV Rentals[redacted]

Complaint: [redacted]
I am rejecting this response because:What we are hearing is that they "gave" us extra days for free but then used the cost of these "free" days to keep from reimbursing us the difference in the price of the RV's, as promised. I completely agree that the $49 should be removed from the reimbursement for the cost of shipping the camera. Because of the ineptitude of the business to provide an operational RV when we first arrived, at 9am, we were delayed to the point that we weren't able to get on the road until 4pm and wound up staying in a [redacted] parking lot with a non-operational generator to boot. The RV had no stove, an inoperative microwave, a leaking shower and a broken fresh water fill connection that kept us from filling the water tank for dry camping when needed, like at [redacted]. We can bicker all day about damages to the exterior of the RV, but in the end that is what a contract is for and that is what insurance is for. If my insurance refused to pay for these "damages" then that is ultimately between the business and the insurance. Please note that the RV was in an accident just prior to our rental, that we were unable to inspect the roof because of my disability and was assured that all was well topside. I have no way of knowing if the antennae was damaged in the accident or not. I do know that there was a welder working on the right rear of the vehicle prior to us taking it as a substitute. I did not sign a return addendum and if you will notice, it appears to have been filled out both after we left with the RV and after it was returned. The addendum as I read it states that the monetary value of all damages noted will be assessed, not the damages themselves. The contract states that once the RV is in the possession of the rental agency and cleared from the renter on the date of return, then it is the sole responsibility of the agency. Bottom line up front, we were promised a refund for the sub-par rental we received in lieu of what we originally rented, we were charged $1000 for a damage deposit with no explanation given. I do not believe that the company has the right to charge us that money just because the insurance did not give them what they want. Also, were never offered a refund at any time during the pick-up day. [redacted], the other new owner, wrote us a message on [redacted] apologizing for our bad experience with Jeff, that she's the new owner and that additional units have been added to the fleet that we might find one that is better than the one we had to take. She's welcomed us back and hopes that we don't hold our unpleasant experience against them. Further more, at the time of the rental with all that was going wrong, [redacted] praised us at how well we were dealing with the ordeal of getting in to a different, lesser model RV.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The RV was returned on a Monday, not a Sunday. I attempted to set up for a Saturday return but was told that no one will be available. IAW the contract, once the return is accepted with no damage noted, it is now the responsibility of the rental company. No damage was noted, the vehicle was accepted and no longer under my control. I have no idea what happened to the RV while under the company's control. As far as this great tape conspiracy, I used tape I found in the back of the vehicle to secure the new generator. At no time did we instruct our insurance to not pay the claim, we simply gave them our side of the story and let them handle it from there. The $1000 deductible was charged against our card on 23 August 2016 and we have yet to be told what the damages were. We were told by our insurance that the company has claimed that we had pets in the RV but we can produce proof in the form of statements from our pet sitter that none of our animals were with us. I have requested receipts numerous times and have received no response. I would not classify our review as ugly, but merely one among many voicing dissatisfaction with the level of customer care and blatant lies made by the company. While I am glad to see that there are new owners, we are still out $1000 with no relief in sight. 
Regards,
[redacted]

The 2014 Freelander 28QB model that is in question had not been in an accident prior to this rental, or ever for that matter. It did have a generator repair completed prior to this rental which is why there was a brand new generator as a backup left on the back of the coach. The coach was not as nice as the [redacted] that we originally upgraded to, but was 3 years newer and nicer than the actual coach that was booked to begin with. So this coach was still an upgrade to original booking in age, but on the same level as far as specifications. We always want to exceed expectations with upgrades if a change in unit is needed. To give an upgrade, and then have to switch to a lesser coach than the upgrade is not desirable for any of us. This is why a full refund was offered, as we try very hard to make every rental the best experience possible!The $1000 damage deposit will be refunded when the insurance company pays the claim. This is standard and in our contracts that is signed by every renter prior to renting. This has been used toward the repairs  as we wait on the claim to go through. The insurance company has put this under investigation due to the insureds statements of the claim, so that is what is causing the delay on the refund. If the claim is not payed, there will not be a refund. Every coach is checked thoroughly through an extensive process after drop off as stated previously. This coach did not have damage prior to this rental.