Complaint: [redacted] I am rejecting this response because: Happy Trails RV did not provide a comprehensive walk-through and it consisted of nothing more than a review of the tank monitoring, the aesthetics of the inside of the rental unitNo review or inspection of the topside of this vehicle, and of course the manual was handed to me and I was told to read the manual if I had any questionsOur reason for not contacting the Rental company was because there was no access to cellular connections in the area we had set up campAs this was a long drive up into the mountains it was prohibitive to just load everything back into the RV after we found the problem with the vents, and drive down the mountain area to make a phone call so we made notes about it and took pictures of the problemWe also tried to repair the vent open/close crank so as to at least close it down but the crank did not functionThere was no way that walking on the roof with tennis shoes could have created any tears in a roof of the RV and I was the only person to get on the roof since I was the lightest personThere were no visible tears in the roof near where I was at and some of the tears shown in the photos were at locations I was never nearAs for the discussion of keeping the vehicle during the return dateWe were late returning the vehicle due to the storm the night before and had to drive a long drive backWe wanted to make sure the RV was in cleaner shape than we got itAfter receiving a call from the rental place we told them we were on our way and was driving the RV unit back to the rental locationI received several calls and was told that if we did not get the vehicle back right away that we would be charged for another dayI explained that we were driving the vehicle back and that we were about and hour and a half awayI told them that I knew we would be charged a late charge per the contract of $per hour, and that we were trying to get back as quick as possible without getting ticketed or having an accidentThe man on the phone said that he was going to charge me for another day rental because I was lateI brought up the point that we were about two hours late and that I was aware of the late fee but if they were going to charge us for a complete day that we would just bring the RV unit back on the next day as discussedHe said he had a customer waiting for the rental unit and that he had to charge me late feesI told him that the late fee was understandable but not a charge for an entire dayWhen we arrived we immediately went to their office and discussed the problems that we ran into while on our trip and advised that the cracked vents should be fixed before the other person took the RV out againThe person who was waiting for the unit was sitting and listening to our conversation and the lady who was going to do the inspection and Mr [redacted] wanted to take the discussion outside so his customer could not hear usI took them through the RV and showed them several aesthetic things that they had missed and also the issue with the ventsMr [redacted] said to me that it would only take minutes to fix the vents and that it was not a problemWhen we went inside, they had a checklist that showed everything that was covered and they made notes that there were things wrong that weren't there when it was checked outThey wanted me to sign the inspection list and I refused as they would not give me a payment statement and wanted me to sign the document without knowing how they were going to handle this issueI figured that they would keep the damage deposit because this was most of these companies business practicesThey were in a complete rush to get us out of the offices so that we would not discuss any further issues about the RV unitIt was days later that I received a call from my insurance company stating that they were denying a claim from Happy Trails rental company due to the no report of accident at the time it happenedWe had returned the unit on August 7th and was rented several times after our trip, yet we were billed for repairs that were totally absurd and falseWe were angry that the water damage to some of our bedding and electronics equipment from being up on the bunks when it started leaking and discussed requesting refunds for these issues since these were clearly problems that were there prior to us renting the RVBecause of our being late I felt that I would bring it to their attention but that I expected to pay some additional mileage feesAs I mentioned in a prior letter, I would have paid for the vent repairs if I or anyone in our party had caused thisOne of the group in our travel party is an insurance claims adjuster and has worked for years with his companyHe took videos of the problem with the rain and the leaking through the roof along with the pictures I took of the vents when I was on the roof trying to fix it the first timeI am awaiting his copy of the DVD to break it down and provide attachments as soon as possible Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: Happy Trails RV did not provide a comprehensive walk-through and it consisted of nothing more than a review of the tank monitoring, the aesthetics of the inside of the rental unitNo review or inspection of the topside of this vehicle, and of course the manual was handed to me and I was told to read the manual if I had any questionsOur reason for not contacting the Rental company was because there was no access to cellular connections in the area we had set up campAs this was a long drive up into the mountains it was prohibitive to just load everything back into the RV after we found the problem with the vents, and drive down the mountain area to make a phone call so we made notes about it and took pictures of the problemWe also tried to repair the vent open/close crank so as to at least close it down but the crank did not functionThere was no way that walking on the roof with tennis shoes could have created any tears in a roof of the RV and I was the only person to get on the roof since I was the lightest personThere were no visible tears in the roof near where I was at and some of the tears shown in the photos were at locations I was never nearAs for the discussion of keeping the vehicle during the return dateWe were late returning the vehicle due to the storm the night before and had to drive a long drive backWe wanted to make sure the RV was in cleaner shape than we got itAfter receiving a call from the rental place we told them we were on our way and was driving the RV unit back to the rental locationI received several calls and was told that if we did not get the vehicle back right away that we would be charged for another dayI explained that we were driving the vehicle back and that we were about and hour and a half awayI told them that I knew we would be charged a late charge per the contract of $per hour, and that we were trying to get back as quick as possible without getting ticketed or having an accidentThe man on the phone said that he was going to charge me for another day rental because I was lateI brought up the point that we were about two hours late and that I was aware of the late fee but if they were going to charge us for a complete day that we would just bring the RV unit back on the next day as discussedHe said he had a customer waiting for the rental unit and that he had to charge me late feesI told him that the late fee was understandable but not a charge for an entire dayWhen we arrived we immediately went to their office and discussed the problems that we ran into while on our trip and advised that the cracked vents should be fixed before the other person took the RV out againThe person who was waiting for the unit was sitting and listening to our conversation and the lady who was going to do the inspection and Mr [redacted] wanted to take the discussion outside so his customer could not hear usI took them through the RV and showed them several aesthetic things that they had missed and also the issue with the ventsMr [redacted] said to me that it would only take minutes to fix the vents and that it was not a problemWhen we went inside, they had a checklist that showed everything that was covered and they made notes that there were things wrong that weren't there when it was checked outThey wanted me to sign the inspection list and I refused as they would not give me a payment statement and wanted me to sign the document without knowing how they were going to handle this issueI figured that they would keep the damage deposit because this was most of these companies business practicesThey were in a complete rush to get us out of the offices so that we would not discuss any further issues about the RV unitIt was days later that I received a call from my insurance company stating that they were denying a claim from Happy Trails rental company due to the no report of accident at the time it happenedWe had returned the unit on August 7th and was rented several times after our trip, yet we were billed for repairs that were totally absurd and falseWe were angry that the water damage to some of our bedding and electronics equipment from being up on the bunks when it started leaking and discussed requesting refunds for these issues since these were clearly problems that were there prior to us renting the RVBecause of our being late I felt that I would bring it to their attention but that I expected to pay some additional mileage feesAs I mentioned in a prior letter, I would have paid for the vent repairs if I or anyone in our party had caused thisOne of the group in our travel party is an insurance claims adjuster and has worked for years with his companyHe took videos of the problem with the rain and the leaking through the roof along with the pictures I took of the vents when I was on the roof trying to fix it the first timeI am awaiting his copy of the DVD to break it down and provide attachments as soon as possible Sincerely, [redacted]