I apologize that you feel we did not do everything we could to appease you as one of our customers. It seems that our stories differ a little on what occurred and we did offer to you on that day. I was personally overseeing the process and remember the day, and you our customer, vividly. The... reservation was made on Friday January 23rd and a deposit of $200 was given to us. At that time we sent you your reservation confirmation sheet to sign. This confirmation explains our deposit policy which staes that if a cancellation is made 90 days or more out you will receive the full deposit back, if the cancellation is over 30 days out you will be refunded $100, and if the cancellation is made less than 30 days from departure then the full $200 deposit is forfeited. The cancellation was made on the day of departure. I have included the signed copy of the confirmation within this response. The travel trailer that was being rented was a 2010 26' unit that did have some recent trim damaged inside. It had not been flooded at any point in it's lifetime and was in perfect working order mechanically. The unit was a 5 year old rental unit and did have some expected wear and tear as any rental unit would. The decals were faded and a bit peeled due to years in the sun. The awning was working during your visit with us so I am not sure what you may have misconstrued as being stuck. They are manual and are used by sliding the metal up and down so they do get a little jammed up but can be freed up in seconds. We would never ask a customer to leave our lot with an awning extended out. Although the unit was functioning perfectly we understood that you were not happy with the cosmetics of the unit so we asked what we could do. You stated that you wanted a discount so we offered 10% of the price off daily which is $10. The unit worked fine it just didn't meet your standards for looks so this was a suitable amount in our opinion. This offer did not meet your expectations either. Since the discount did not work for you, we offered another unit to switch into that was much bigger as well as a newer year model. The unit you were in was priced at $110 a day and the unit we offered was $130 a day so the difference would have been a total of $60 for the time you were renting. I am not quite sure where you are getting the number of $300 posted in your complaints but this is the actual amount of difference. All of our pricing is posted online so please feel free to go to our website to verify these statements. This offer also did not meet your expectations so we then agreed to give you the same $10 discount bringing the total to $30 more for the weekend for a 2013 31' travel trailer with a super slide-out.After a few choice words and discussion we then offered to match the cost on the 31' foot trailer. We offered to give you the newer, large, and nicer trailer for the same price as the original smaller trailer you had reserved. Even this was not suitable enough to appease you concerning your rental needs. Originally the problem was the cosmetics of the trailer and that it was too old for your needs. After all was said and done even the newer, larger trailer at the same price of $110 per day still did not meet your preferences. At no time was my staff rude or unprofessional. We saw that you were unhappy and I feel that we did absolutely everything we could to solve the issue you were having and get you on the road. Even after we offered a newer and larger trailer for the same price, we were still told that wasn't good enough and that you would just "go and get a tent". I feel we did everything we possibly could to get you on the road and offer you the best unit we had available, and at no additional cost to you.We even went through the investigation with your credit card company when you charged this deposit back. Your credit card company still found in our favor being that we showed good faith in trying to resolve the matter with you. Although the unit had been reserved for nearly 3 months, we were not told that you were cancelling it until the day of pickup which is well beyond our cancellation date. Had we not tried everything we could to appease you as a customer I would consider some resolution, however in this case we tried to give you every option to get on the road and we were refused at every turn.Therefore, in this case we will not agree to any further refunds regarding this reservation cancellation deposit. If you have any further questions or requests regarding this complaint I would be glad to answer them for you. Thank you,Bart B***
I am very sorry that the slide-out on the unit you rented did not work properly when you arrived to pick up your reserved unitAs in many cases concerning RV's, they are not always perfect when it comes to the mechanical parts and pieces of any given unitThe *** *** that you had reserved was
the only unit we had in our fleet that had a garage at the timeWhen it was returned to us, briefly prior to your rental pickup, the mechanism that allows the slide-out to come out and go back in had failedThe slide-out needed an entirely new assembly in which we did order, however it would be 7-before we were to receive the partsThese parts were not available locally anywhere in *** or even ***, the *** slide-out assemblies are strictly built as needed.Once you arrived we were able to share the news with you and offer as many solutions as we couldWe did offer you a larger and more expensive diesel pusher unit at no additional cost to youYou explained to us that you needed to haul your motorcycles which is why you needed the "garage" area in the rear of the coachOnce we were informed of this necessity we then offered you a motorcycle trailer you could pull behind the diesel pusher replacement coach that was built to hold and carry motorcycles, also at no additional cost to youWe were told this remedy was not suitable eitherAfter exhausting all options we then offered to let you cancel and refund 100% of your money back to youThis option was also declined and your overall decision was to take the unit without the working slide-outI am sorry that the bed fell down while in transit, I cannot tell you why the overhead bunk fell down while in travelI can tell you that it is equipped with pins that lock the bed in place so that it cannot move or fall down the trackThese pins are equipped with locks on the ends in order to keep them from sliding back out of place while in travelBefore the unit leaves our lot we always ensure these pins are in place and lockedThese pins must be removed in order to lower the platform into place so that it makes it into a bed.We did refund a smaller amount back to you based on some of the observations we discussed, however we did not refund any other additional money due to the fact that we offered several options before the unit ever left our lotWe always ensure the customer is satisfied with the product prior to departure in all casesAt no pont do we promise concessions at the end of a rental, we always choose to finalize a rental price and cost prior to departure during the contract phase to alleviate any he said/she saidWe do have a process for any new problems that occur during the trip which is our reimbursement request given upon check-inThis was filled out and sent to us by you and due to the fact that the bed had fallen during travel we did offer a gift certificate for one day equating to as much as $I do understand that this was not agreeable to you but in this case the unit was used for the entire week that it was reserved for, the unit was agreed upon before departure, and none of the several options we offered were acceptedI assume this is why we received the charge back you filed with your credit card companyThe subsequent investigation by your credit company also found in our favor due to the options and remedies we did provide at the time.I truly am sorry that your trip did not go as planned and it is never our intention to offer a unit that is 100% working but in this case I believe we did offer as many concessions as we could as well as several options to either take a different unit or cancel and receive all of your money back. At this time we have refunded and exchanged all monies due back to you concerning this contract rentalThank you,Bart B***
I apologize for the delayed response, I was out of the country for days without access to my email.I completely understand why the diesel pusher was not an acceptable switch out for youI was not stating it was your fault in any way, just that it was not as cut and dry as my staff saying "oh well"Under these circumstances we offer whatever options we can to appease the situation and when all else fails we offer a full refund of your money and depositsIn this case you chose to go on the trip with the circumstances at handI was not present during your conversation with my staff but I can tell you that we have procedures in place to deal with these types of situationsWe do not, in any way, offer a discount on the back end of a rentalThat imply would not be very equitable for the customerIf we chose to discount the rental we would have done it up front, it does not serve us any good to keep your money for a week just to give it backThat being said, I do understand how the conversation may gone in this situationOnce switching to another unit was not an option and you did not want a full refund of your money, then we assume you are accepting the unit you are leaving in and the contract between us standsAt the time, if you were still unhappy then the next step would have been to give you a reimbursement request at the end of the rental to ask for what you thought was fair and equitableThis allows you to go above my staff's head and put your grievances in writing for me to reviewonce I reviewed your reimbursement request, you had requested half of the rental back after you had used the unit for the entire rental period and agreed to the circumstances before you leftThis just did not justify cost based on the fact that percent of the coach was in working order, all other offers were refused, and the coach was used for the full period of rentalThat is not to say that we have not had circumstances in the past in which we could not find a replacement unit or any options for a customer in a similar circumstanceIn those cases we would sometimes apply a small discount of around 5-10% of the daily rental price of the coach in lieu of any other refundsIn this matter I do not know if that was offered but I would assume it was not being that the rate was correct on the contractOnce I received the reimbursement request back from you I felt the gift certificate with a value of up to $had more value to it then a 5% discount of $that we would normally apply in this type of situationI understand that you do not want to do business with us and I can respect that but we did try to appease the situation given all of the facts regarding this caseRefunding half of the rental on a unit that was working properly other than the before mentioned slide-out issue was just not reasonable based on the fact that the unit was chosen over other options and used for the entire rental period. I did not receive any other communication from you until we received the charge back from your credit card company for $in which we also discussed with your merchant companyTo date we have not received any further communication from your credit card company other than the final decision in our favorOnce again, I am truly sorry for the inconveniences you experiencedIt is never our intention to send out a unit with a malfunctioning slide-out but in this case we did not have any other options that were viable to you at the timeI am sorry but I simply cannot refund half of a rental based on all of the facts regarding this case
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint Unfortunately, the business continues to forget that monetary concessions were discussed and offered when all other options would not work While I appreciate the offer of a diesel pusher with a trailer to pull the motorcycles seemed like a logical resolution, we were participating in a world competition where space was at a premium and the garage RV was requested to comply with the paddock requirements It was literally impossible to squeeze anything else into the space allotted to us As it was, we were sharing a corner with another friendly competitor This is something that apparently the purveyors of American Dream Vacations can still not comprehend Regarding the monetary concessions referred to above There is a whole paragraph relating to the refund of a smaller amount (cleaning charge), but their entire story, as it relates to the agreement being finalized prior to our leaving the lot in the response is fabricated The conversation with Kim, the manager, included a rate reduction for the unit, that required the owner's approval She was clever in disguising her offer by making it contingent upon a "form" that was to be filled out upon our return We were coerced into taking the unit as there was no other option that would work for us This unscrupulous business practice, and the subsequent offer to make it right by offering a free day in a rental unit does not do us any good in that I do not wish to do business with this type of unethical behavior (outright fabrications)
The credit card company, as so aptly referred to in their response, was provided with the same claim that the company did everything in their power to make us happy, etcand so forth However, if this was the case, I would not be wasting my time writing complaints and secondary responses if we were ever satisfied with the deal that was offered prior to us leaving their lot Who in their right mind would agree to FULL PRICE with these circumstances while being under duress!?! It is absurd to think that this is even a plausible defense such a situation *** *** is still reviewing this case, in an effort to recover what should have been agreed to in advance, but without the owner's approval, I was told this was impossible According to this letter, Kim not only broke their policy, but outright lied to us as well.I will continue to pursue all paths available to me to recover our over-payment from this deceitful company, and spread the word through the motorcycle community until we are satisfied with the result
Regards,*** * ***
[redacted],I am sorry that you feel we are acting unprofessional concerning your rental damage. I have thoroughly reviewed your file, video checkout and check-in, and the steps themselves. I understand that when you see a little bit of rust on the steps that it may cause some concern, however the...
rust you are speaking of is only very small amounts of surface rust. The steps were in perfect working order and were fully intact prior to your departure. As in all damage that occurs with our units, we are very careful to review all aspects of the damage when there are any questions concerning the integrity of the components. In a case in which a part "breaks" on one of our units we always try to get that part or component covered by warranty based on usage or wear and tear. This damage was not due to long term usage or wear and tear. This unit is a 2014 model and less than a year old. The steps are made with a coated metal and show no signs of rust through the metal itself. The unit was not old enough to have had a long term rust issue that would cause the bolt to sheer off.We cannot tell you for certain that the step damage was due to "pressure" as we were not there when it occurred. The only thing we can determine is that the damage was due to some sort of impact or unusual circumstance that occurred causing the 1/4 inch steel bolt to sheer off. The steps do not have a weight limit of 200 lbs nor did anyone on my staff ever make any suggestion that it had to do with any persons weight that caused the damage. In the other rentals you have had with us this is the only unfortunate situation in which we had to collect for damages to one of our units. We only collect from a customer when it is actual damage. If there is any doubt as to what may have caused the incident, we will always take the steps needed to make good on that situation. You are more than welcome to come by and view all of the videos associated with your rental in order to understand why we have come to this conclusion. I cannot attach the videos to this complaint because the files are too large, but I am always happy to share them with any of our customers that have concerns. That being said, I do not feel it will be prudent to keep fighting over the additional $136 still owed to us for the repair/replacement done to the steps. In light of settling this claim we will agree to take care of the outstanding $136 due and go our separate ways. If you have any further questions or concerns, I am more than happy to answer them for you.Thank you,[redacted]
I apologize that you feel we did not do everything we could to appease you as one of our customers. It seems that our stories differ a little on what occurred and we did offer to you on that day. I was personally overseeing the process and remember the day, and you our customer, vividly. The...
reservation was made on Friday January 23rd and a deposit of $200 was given to us. At that time we sent you your reservation confirmation sheet to sign. This confirmation explains our deposit policy which staes that if a cancellation is made 90 days or more out you will receive the full deposit back, if the cancellation is over 30 days out you will be refunded $100, and if the cancellation is made less than 30 days from departure then the full $200 deposit is forfeited. The cancellation was made on the day of departure. I have included the signed copy of the confirmation within this response. The travel trailer that was being rented was a 2010 26' unit that did have some recent trim damaged inside. It had not been flooded at any point in it's lifetime and was in perfect working order mechanically. The unit was a 5 year old rental unit and did have some expected wear and tear as any rental unit would. The decals were faded and a bit peeled due to years in the sun. The awning was working during your visit with us so I am not sure what you may have misconstrued as being stuck. They are manual and are used by sliding the metal up and down so they do get a little jammed up but can be freed up in seconds. We would never ask a customer to leave our lot with an awning extended out. Although the unit was functioning perfectly we understood that you were not happy with the cosmetics of the unit so we asked what we could do. You stated that you wanted a discount so we offered 10% of the price off daily which is $10. The unit worked fine it just didn't meet your standards for looks so this was a suitable amount in our opinion. This offer did not meet your expectations either. Since the discount did not work for you, we offered another unit to switch into that was much bigger as well as a newer year model. The unit you were in was priced at $110 a day and the unit we offered was $130 a day so the difference would have been a total of $60 for the time you were renting. I am not quite sure where you are getting the number of $300 posted in your complaints but this is the actual amount of difference. All of our pricing is posted online so please feel free to go to our website to verify these statements. This offer also did not meet your expectations so we then agreed to give you the same $10 discount bringing the total to $30 more for the weekend for a 2013 31' travel trailer with a super slide-out.After a few choice words and discussion we then offered to match the cost on the 31' foot trailer. We offered to give you the newer, large, and nicer trailer for the same price as the original smaller trailer you had reserved. Even this was not suitable enough to appease you concerning your rental needs. Originally the problem was the cosmetics of the trailer and that it was too old for your needs. After all was said and done even the newer, larger trailer at the same price of $110 per day still did not meet your preferences. At no time was my staff rude or unprofessional. We saw that you were unhappy and I feel that we did absolutely everything we could to solve the issue you were having and get you on the road. Even after we offered a newer and larger trailer for the same price, we were still told that wasn't good enough and that you would just "go and get a tent". I feel we did everything we possibly could to get you on the road and offer you the best unit we had available, and at no additional cost to you.We even went through the investigation with your credit card company
when you charged this deposit back. Your credit card company still found
in our favor being that we showed good faith in trying to resolve the
matter with you. Although the unit had been reserved for nearly 3 months, we were not told that you were cancelling it until the day of pickup which is well beyond our cancellation date. Had we not tried everything we could to appease you as a customer I would consider some resolution, however in this case we tried to give you every option to get on the road and we were refused at every turn.Therefore, in this case we will not agree to any further refunds regarding this reservation cancellation deposit. If you have any further questions or requests regarding this complaint I would be glad to answer them for you. Thank you,Bart B[redacted]
I apologize that you feel we did not do everything we could to appease you as one of our customers. It seems that our stories differ a little on what occurred and we did offer to you on that day. I was personally overseeing the process and remember the day, and you our customer, vividly. The... reservation was made on Friday January 23rd and a deposit of $200 was given to us. At that time we sent you your reservation confirmation sheet to sign. This confirmation explains our deposit policy which staes that if a cancellation is made 90 days or more out you will receive the full deposit back, if the cancellation is over 30 days out you will be refunded $100, and if the cancellation is made less than 30 days from departure then the full $200 deposit is forfeited. The cancellation was made on the day of departure. I have included the signed copy of the confirmation within this response. The travel trailer that was being rented was a 2010 26' unit that did have some recent trim damaged inside. It had not been flooded at any point in it's lifetime and was in perfect working order mechanically. The unit was a 5 year old rental unit and did have some expected wear and tear as any rental unit would. The decals were faded and a bit peeled due to years in the sun. The awning was working during your visit with us so I am not sure what you may have misconstrued as being stuck. They are manual and are used by sliding the metal up and down so they do get a little jammed up but can be freed up in seconds. We would never ask a customer to leave our lot with an awning extended out. Although the unit was functioning perfectly we understood that you were not happy with the cosmetics of the unit so we asked what we could do. You stated that you wanted a discount so we offered 10% of the price off daily which is $10. The unit worked fine it just didn't meet your standards for looks so this was a suitable amount in our opinion. This offer did not meet your expectations either. Since the discount did not work for you, we offered another unit to switch into that was much bigger as well as a newer year model. The unit you were in was priced at $110 a day and the unit we offered was $130 a day so the difference would have been a total of $60 for the time you were renting. I am not quite sure where you are getting the number of $300 posted in your complaints but this is the actual amount of difference. All of our pricing is posted online so please feel free to go to our website to verify these statements. This offer also did not meet your expectations so we then agreed to give you the same $10 discount bringing the total to $30 more for the weekend for a 2013 31' travel trailer with a super slide-out.After a few choice words and discussion we then offered to match the cost on the 31' foot trailer. We offered to give you the newer, large, and nicer trailer for the same price as the original smaller trailer you had reserved. Even this was not suitable enough to appease you concerning your rental needs. Originally the problem was the cosmetics of the trailer and that it was too old for your needs. After all was said and done even the newer, larger trailer at the same price of $110 per day still did not meet your preferences. At no time was my staff rude or unprofessional. We saw that you were unhappy and I feel that we did absolutely everything we could to solve the issue you were having and get you on the road. Even after we offered a newer and larger trailer for the same price, we were still told that wasn't good enough and that you would just "go and get a tent". I feel we did everything we possibly could to get you on the road and offer you the best unit we had available, and at no additional cost to you.We even went through the investigation with your credit card company when you charged this deposit back. Your credit card company still found in our favor being that we showed good faith in trying to resolve the matter with you. Although the unit had been reserved for nearly 3 months, we were not told that you were cancelling it until the day of pickup which is well beyond our cancellation date. Had we not tried everything we could to appease you as a customer I would consider some resolution, however in this case we tried to give you every option to get on the road and we were refused at every turn.Therefore, in this case we will not agree to any further refunds regarding this reservation cancellation deposit. If you have any further questions or requests regarding this complaint I would be glad to answer them for you. Thank you,Bart B***
I am very sorry that the slide-out on the unit you rented did not work properly when you arrived to pick up your reserved unitAs in many cases concerning RV's, they are not always perfect when it comes to the mechanical parts and pieces of any given unitThe *** *** that you had reserved was
the only unit we had in our fleet that had a garage at the timeWhen it was returned to us, briefly prior to your rental pickup, the mechanism that allows the slide-out to come out and go back in had failedThe slide-out needed an entirely new assembly in which we did order, however it would be 7-before we were to receive the partsThese parts were not available locally anywhere in *** or even ***, the *** slide-out assemblies are strictly built as needed.Once you arrived we were able to share the news with you and offer as many solutions as we couldWe did offer you a larger and more expensive diesel pusher unit at no additional cost to youYou explained to us that you needed to haul your motorcycles which is why you needed the "garage" area in the rear of the coachOnce we were informed of this necessity we then offered you a motorcycle trailer you could pull behind the diesel pusher replacement coach that was built to hold and carry motorcycles, also at no additional cost to youWe were told this remedy was not suitable eitherAfter exhausting all options we then offered to let you cancel and refund 100% of your money back to youThis option was also declined and your overall decision was to take the unit without the working slide-outI am sorry that the bed fell down while in transit, I cannot tell you why the overhead bunk fell down while in travelI can tell you that it is equipped with pins that lock the bed in place so that it cannot move or fall down the trackThese pins are equipped with locks on the ends in order to keep them from sliding back out of place while in travelBefore the unit leaves our lot we always ensure these pins are in place and lockedThese pins must be removed in order to lower the platform into place so that it makes it into a bed.We did refund a smaller amount back to you based on some of the observations we discussed, however we did not refund any other additional money due to the fact that we offered several options before the unit ever left our lotWe always ensure the customer is satisfied with the product prior to departure in all casesAt no pont do we promise concessions at the end of a rental, we always choose to finalize a rental price and cost prior to departure during the contract phase to alleviate any he said/she saidWe do have a process for any new problems that occur during the trip which is our reimbursement request given upon check-inThis was filled out and sent to us by you and due to the fact that the bed had fallen during travel we did offer a gift certificate for one day equating to as much as $I do understand that this was not agreeable to you but in this case the unit was used for the entire week that it was reserved for, the unit was agreed upon before departure, and none of the several options we offered were acceptedI assume this is why we received the charge back you filed with your credit card companyThe subsequent investigation by your credit company also found in our favor due to the options and remedies we did provide at the time.I truly am sorry that your trip did not go as planned and it is never our intention to offer a unit that is 100% working but in this case I believe we did offer as many concessions as we could as well as several options to either take a different unit or cancel and receive all of your money back. At this time we have refunded and exchanged all monies due back to you concerning this contract rentalThank you,Bart B***
I apologize for the delayed response, I was out of the country for days without access to my email.I completely understand why the diesel pusher was not an acceptable switch out for youI was not stating it was your fault in any way, just that it was not as cut and dry as my staff saying "oh well"Under these circumstances we offer whatever options we can to appease the situation and when all else fails we offer a full refund of your money and depositsIn this case you chose to go on the trip with the circumstances at handI was not present during your conversation with my staff but I can tell you that we have procedures in place to deal with these types of situationsWe do not, in any way, offer a discount on the back end of a rentalThat imply would not be very equitable for the customerIf we chose to discount the rental we would have done it up front, it does not serve us any good to keep your money for a week just to give it backThat being said, I do understand how the conversation may gone in this situationOnce switching to another unit was not an option and you did not want a full refund of your money, then we assume you are accepting the unit you are leaving in and the contract between us standsAt the time, if you were still unhappy then the next step would have been to give you a reimbursement request at the end of the rental to ask for what you thought was fair and equitableThis allows you to go above my staff's head and put your grievances in writing for me to reviewonce I reviewed your reimbursement request, you had requested half of the rental back after you had used the unit for the entire rental period and agreed to the circumstances before you leftThis just did not justify cost based on the fact that percent of the coach was in working order, all other offers were refused, and the coach was used for the full period of rentalThat is not to say that we have not had circumstances in the past in which we could not find a replacement unit or any options for a customer in a similar circumstanceIn those cases we would sometimes apply a small discount of around 5-10% of the daily rental price of the coach in lieu of any other refundsIn this matter I do not know if that was offered but I would assume it was not being that the rate was correct on the contractOnce I received the reimbursement request back from you I felt the gift certificate with a value of up to $had more value to it then a 5% discount of $that we would normally apply in this type of situationI understand that you do not want to do business with us and I can respect that but we did try to appease the situation given all of the facts regarding this caseRefunding half of the rental on a unit that was working properly other than the before mentioned slide-out issue was just not reasonable based on the fact that the unit was chosen over other options and used for the entire rental period. I did not receive any other communication from you until we received the charge back from your credit card company for $in which we also discussed with your merchant companyTo date we have not received any further communication from your credit card company other than the final decision in our favorOnce again, I am truly sorry for the inconveniences you experiencedIt is never our intention to send out a unit with a malfunctioning slide-out but in this case we did not have any other options that were viable to you at the timeI am sorry but I simply cannot refund half of a rental based on all of the facts regarding this case
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint Unfortunately, the business continues to forget that monetary concessions were discussed and offered when all other options would not work While I appreciate the offer of a diesel pusher with a trailer to pull the motorcycles seemed like a logical resolution, we were participating in a world competition where space was at a premium and the garage RV was requested to comply with the paddock requirements It was literally impossible to squeeze anything else into the space allotted to us As it was, we were sharing a corner with another friendly competitor This is something that apparently the purveyors of American Dream Vacations can still not comprehend Regarding the monetary concessions referred to above There is a whole paragraph relating to the refund of a smaller amount (cleaning charge), but their entire story, as it relates to the agreement being finalized prior to our leaving the lot in the response is fabricated The conversation with Kim, the manager, included a rate reduction for the unit, that required the owner's approval She was clever in disguising her offer by making it contingent upon a "form" that was to be filled out upon our return We were coerced into taking the unit as there was no other option that would work for us This unscrupulous business practice, and the subsequent offer to make it right by offering a free day in a rental unit does not do us any good in that I do not wish to do business with this type of unethical behavior (outright fabrications)
The credit card company, as so aptly referred to in their response, was provided with the same claim that the company did everything in their power to make us happy, etcand so forth However, if this was the case, I would not be wasting my time writing complaints and secondary responses if we were ever satisfied with the deal that was offered prior to us leaving their lot Who in their right mind would agree to FULL PRICE with these circumstances while being under duress!?! It is absurd to think that this is even a plausible defense such a situation *** *** is still reviewing this case, in an effort to recover what should have been agreed to in advance, but without the owner's approval, I was told this was impossible According to this letter, Kim not only broke their policy, but outright lied to us as well.I will continue to pursue all paths available to me to recover our over-payment from this deceitful company, and spread the word through the motorcycle community until we are satisfied with the result
Regards,*** * ***
[redacted],I am sorry that you feel we are acting unprofessional concerning your rental damage. I have thoroughly reviewed your file, video checkout and check-in, and the steps themselves. I understand that when you see a little bit of rust on the steps that it may cause some concern, however the...
rust you are speaking of is only very small amounts of surface rust. The steps were in perfect working order and were fully intact prior to your departure. As in all damage that occurs with our units, we are very careful to review all aspects of the damage when there are any questions concerning the integrity of the components. In a case in which a part "breaks" on one of our units we always try to get that part or component covered by warranty based on usage or wear and tear. This damage was not due to long term usage or wear and tear. This unit is a 2014 model and less than a year old. The steps are made with a coated metal and show no signs of rust through the metal itself. The unit was not old enough to have had a long term rust issue that would cause the bolt to sheer off.We cannot tell you for certain that the step damage was due to "pressure" as we were not there when it occurred. The only thing we can determine is that the damage was due to some sort of impact or unusual circumstance that occurred causing the 1/4 inch steel bolt to sheer off. The steps do not have a weight limit of 200 lbs nor did anyone on my staff ever make any suggestion that it had to do with any persons weight that caused the damage. In the other rentals you have had with us this is the only unfortunate situation in which we had to collect for damages to one of our units. We only collect from a customer when it is actual damage. If there is any doubt as to what may have caused the incident, we will always take the steps needed to make good on that situation. You are more than welcome to come by and view all of the videos associated with your rental in order to understand why we have come to this conclusion. I cannot attach the videos to this complaint because the files are too large, but I am always happy to share them with any of our customers that have concerns. That being said, I do not feel it will be prudent to keep fighting over the additional $136 still owed to us for the repair/replacement done to the steps. In light of settling this claim we will agree to take care of the outstanding $136 due and go our separate ways. If you have any further questions or concerns, I am more than happy to answer them for you.Thank you,[redacted]
I apologize that you feel we did not do everything we could to appease you as one of our customers. It seems that our stories differ a little on what occurred and we did offer to you on that day. I was personally overseeing the process and remember the day, and you our customer, vividly. The...
reservation was made on Friday January 23rd and a deposit of $200 was given to us. At that time we sent you your reservation confirmation sheet to sign. This confirmation explains our deposit policy which staes that if a cancellation is made 90 days or more out you will receive the full deposit back, if the cancellation is over 30 days out you will be refunded $100, and if the cancellation is made less than 30 days from departure then the full $200 deposit is forfeited. The cancellation was made on the day of departure. I have included the signed copy of the confirmation within this response. The travel trailer that was being rented was a 2010 26' unit that did have some recent trim damaged inside. It had not been flooded at any point in it's lifetime and was in perfect working order mechanically. The unit was a 5 year old rental unit and did have some expected wear and tear as any rental unit would. The decals were faded and a bit peeled due to years in the sun. The awning was working during your visit with us so I am not sure what you may have misconstrued as being stuck. They are manual and are used by sliding the metal up and down so they do get a little jammed up but can be freed up in seconds. We would never ask a customer to leave our lot with an awning extended out. Although the unit was functioning perfectly we understood that you were not happy with the cosmetics of the unit so we asked what we could do. You stated that you wanted a discount so we offered 10% of the price off daily which is $10. The unit worked fine it just didn't meet your standards for looks so this was a suitable amount in our opinion. This offer did not meet your expectations either. Since the discount did not work for you, we offered another unit to switch into that was much bigger as well as a newer year model. The unit you were in was priced at $110 a day and the unit we offered was $130 a day so the difference would have been a total of $60 for the time you were renting. I am not quite sure where you are getting the number of $300 posted in your complaints but this is the actual amount of difference. All of our pricing is posted online so please feel free to go to our website to verify these statements. This offer also did not meet your expectations so we then agreed to give you the same $10 discount bringing the total to $30 more for the weekend for a 2013 31' travel trailer with a super slide-out.After a few choice words and discussion we then offered to match the cost on the 31' foot trailer. We offered to give you the newer, large, and nicer trailer for the same price as the original smaller trailer you had reserved. Even this was not suitable enough to appease you concerning your rental needs. Originally the problem was the cosmetics of the trailer and that it was too old for your needs. After all was said and done even the newer, larger trailer at the same price of $110 per day still did not meet your preferences. At no time was my staff rude or unprofessional. We saw that you were unhappy and I feel that we did absolutely everything we could to solve the issue you were having and get you on the road. Even after we offered a newer and larger trailer for the same price, we were still told that wasn't good enough and that you would just "go and get a tent". I feel we did everything we possibly could to get you on the road and offer you the best unit we had available, and at no additional cost to you.We even went through the investigation with your credit card company
when you charged this deposit back. Your credit card company still found
in our favor being that we showed good faith in trying to resolve the
matter with you. Although the unit had been reserved for nearly 3 months, we were not told that you were cancelling it until the day of pickup which is well beyond our cancellation date. Had we not tried everything we could to appease you as a customer I would consider some resolution, however in this case we tried to give you every option to get on the road and we were refused at every turn.Therefore, in this case we will not agree to any further refunds regarding this reservation cancellation deposit. If you have any further questions or requests regarding this complaint I would be glad to answer them for you. Thank you,Bart B[redacted]