RVShare

We regret that Mr***'s rental experience was suboptimal Our company operates a large peer to peer rental platform, and due to the nature of the product, RVshare cannot verify the quality and condition of the RVs listed on our site. Taking this into account, we make it very clear
that like most peer-to-peer marketplaces, it is the responsibility of the user to vet the product they ultimately choose themselvesIn fact the first clause of our Terms of Service, which the customer agreed to upon booking the rental through RVshare, reads as follows: "Company is not and does not hold itself out to be a party, in privity or the third, in rental agreements between RV Owner and/or RV RenterCompany does not endorse or hold itself out to endorse any users, whether RV Owner or RV RenterIn addition, Company is not a RV Broker, Agent or InsurerCompany does not have control over the conduct of RV Owners and/or RV Renters or any others that may use this site or Services provided by CompanyCompany expressly disclaims all liability in regard to the aboveAccordingly, Owners and Renters are acting on their own behalf and at their own risk." Mr*** did not reach out to us directly to tell us the details of the issues with the rental, nor request a refund, which is how we would prefer to communicate with customer's regarding issues with rentals We have reached out to Mr*** directly and offered him a partial refund

Our records indicate that on 8/30/a refund of $was submitted for the complainant to our processorThe transaction then shows settled with our merchant services on 8/31/We have informed the complainant of this information but he is still stating he does not have the refund of
$On 9/29/an email was sent to the complainant reiterating this information and requesting that he send us documentation from his bank showing that he has not been refunded the moniesAs of today's date, 10/4/2017, we have not received the requested documentation. I am attaching screenshots showing that we have processed the refund request and that our merchant services has also processed the refundFrom our end it shows the transaction to be complete/settled, therefore, until additional documentation is provided, RVshare is not able to complete additional research

We provided the refund to the complainants card they have on file with us I've attached a screenshot showing the refund If they have not received it into their account, we would recommend they reach out to their bank If they still have not received the refund, please email me directly at [email protected] In regards to communication, our system shows that we contacted the complainant on three separate occasions -April @ 5:43pm-May @ 10:38am-May @ 10:11am The last of which was to let them know that the rental had been cancelled and they would be receiving a full refund We fully intend to make sure that this customer receives their refund

RVshare reached out to the complainant on 10/24/letting him know that the insurance company, National General, rejected the claim due to insufficient evidence submittedOur suggestion was that the complainant reach out directly to the claims adjuster and provide more information, including a very detailed timeline since the renter is disputing that the damages were completed during their rentalOne of the items missing is a signed return formI understand that the complainant tried to obtain this after the rental since the renter did not coordinate the return with the complainantAn explanation along with the timeline may work to the complainant's advantageHowever, RVshare and National General are different companiesThe claim review process is completed entirely by National General, not RVshareWe just assist in gathering information and then review information from both parties after the claim process has been completedIf it is found that a claim is approved, money is then released from RVshare to the owner of the RVSince the complainant is disputing the denial, it is very important that he work directly with the insurance company to determine the next steps he may have with the insurance company. Since 10/24/2017, RVshare has not received any additional communication from the complainant

Thank you for the opportunity to respond to the concern submitted by the complainantRVshare has reviewed the calls made into our roadside assistance line from the complainant and also his female travel companionThe first call was made due to them not being able to move the stairsThey ended
the call when they felt they had found someone to assist them in getting the stairs to moveThe second call was a very bad connection and the roadside assistance explained they could not send a mobile mechanic, however, they could send a towThe ending of the call was very hard to understand but the csr stated that the caller was agreeing to no towIt appears that the owner and the renter were not on the same page with what action each would take in the event of a maintenance issueRoadside is specifically for towing to the nearest repair shop and swapping an inflated spare tireAny service needs would need to be worked out between the two which appears to not have occurred, and the owner then stated RVshare would handle repairs which is incorrectWe have educated the owner, but to make sure the renter is not kept in the middle of this issue, we will compensate the complainant the $

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Thank you for helping me out by contacting the business so quickly. I am very pleased with your assistance. *** ***

This rental was entered into our dispute protocol The original proposed settlement was agreed to by the renter, but not the owner After entering into our fact finding protocol, it was determined that the renter was was due a refund for their security deposit and 50% of the rental fees
He did not receive the remaining 50% because he was made aware of the potential issue prior to starting the rental, and decided to still take the rental out The renter had the RV for two days We made the decision to enforce the cancellation policy (50% refund) that the renter had agreed to, because he was made aware of the potential issues ahead of time Had the renter been unaware of the issue, he would have refunded the full 100%

We apologize that there was a delay in processing the complainant's request. Normally damages over $1,require an insurance claim to be filed, which is what caused the delay in this case. However, in this instance we have resolved the complaint in the meantime and provided the
complainant with the requested funds

We apologize that this process is taking longer than the complainant would like This issue is in our damages & disputes resolution process where we give both sides a chance to present evidence of claims We have been in contact with complainant and will have the issue resolved
shortlyThere was an issue with the way the bid for repairs was worded (First bid rather than final bid) which is what caused the delay in resolution

I am rejecting this response because: it does not address several of the issues we are having in the situationFirst and foremost our largest issue is with the claim itselfWhen we returned the RV, we signed off on the document provided from RV Share for returns stating that the only "damage/problem" with the RV was the missing chock blocksThe owners then went to let RV Share know there were no damages and to return our security deposit to usTHEN hours later the owners of the RV filed a claim against us for damages to the RV that clearly were not there when we dropped it of* and *** (the owners of the RV) are obviously capitalizing on the situationWhen we returned the RV we were forced to return it to ***'s father because neither owner was available to attend the return (even though the drop off time was pre-determined), after the drop-off, ***'s father went to do who knows what with the RV and sent the owners pictures of the damages days laterThe only way we could ensure something like that did not happen would have been to camp out in front of the house for hours I'm not sure how or why we are suppose to ensure the RV's safety for hours after we drop it off I have attached the picture of the signed document to this emailIn regards to RV share gathering their information from the OwnersAs of today at 1:05PM *** from RV share has informed us that *** and *** have still not updated them in regards to the damage charges, which means they have missed their 9/deadline that RV Share said they would have until (in the previous message from RV Share)We feel as if we are going to be held to such an extreme technicality of filing damage claims within hours, they should be held to the same standards Lastly, RV Share said they would like as much information provided and although we are very responsive, we don't get very quick or informative responses back

I am rejecting this response because:You guys have not once called me on the phone I always have my phone and answer calls and I do have a voice mail and not one attempt has been made The reason I started having customers directly email me was because you guys do not thoroughly do background checks and because of your company the first rentals this summer did some major damage to our rv We have seen one deposit come back but it was minor NOw we are still waiting on a deposit from a lady that admitted her damage and signed a contract through us stating she was responsible This is why we told rvshare long before they deactivated our account that we are done going through them Not only were they taking 25% of damages we were owed but they were taking over months to refund them to us Why so they could make money off it too? That's not what you guys are there to make money off of We still want the 25% refunded to us from prior rentals that you took from damage deposits and we need our refund for *** We do not want an account with them any more it did nothing but cause harm to our rv and stress to us Once again yes they did email me but not in regards to why the account got shut down or to why we arent getting our money back Go look back in your records and show the Revdex.com how I told you guys a long time ago we were done Just waiting on our refunds Then you emailed me when you finally got the picture and we stopped renting through you guys that you needed to talk to us and I emailed you back or times within weeks with no response which I can prove there as well Please let me know when you will be refunding what is owed to us thank you

The complaint has been resolved by RVshareI have attached a screenshot to show that a refund of $was processed on 9/26/to the complainantWe apologize for the delayed processing and are improving on our current response times to customer concerns

It appears that the complainant is not the customer involved in the transaction This rental is currently in our dispute process and we are gathering as much information as we can from both parties A final determination in this case has not yet been made We will incorporate the
information provided here in our final determination, but will need a little more time for us to complete the dispute process

Initial Business Response /* (1000, 5, 2016/03/25) */
We very much understand the customer's frustration with the situation, and we are sorry that she had a less than ideal experience with her rental
There are several issues raised to be addressed:
- Verified Service Records -
The customer
repeatedly makes reference to RVshare not verifying service records for this RVThere is some clarification that must be made hereNowhere on our platform do we as RVshare state that we ever verify any type of service recordIn fact, we make it very clear that like most peer-to-peer marketplaces, it is the responsibility of the user to vet the product they ultimately choose themselves
In fact the first clause of our Terms of Service, which the customer agreed to upon booking the rental through RVshare, reads as follows:
"Company is not and does not hold itself out to be a party, in privity or the third, in renal agreements between RV Owner and/or RV RenterCompany does not endorse or hold itself out to endorse any users, whether RV Owner or RV RenterIn addition, Company is not a RV Broker, Agent or InsurerCompany does not have control over the conduct of RV Owners and/or RV Renters or any others that may use this site or Services provided by CompanyCompany expressly disclaims all liability in regard to the aboveAccordingly, Owners and Renters are acting on their own behalf and at their own risk."
- Previous Cancelled Booking -
Regarding the previous rental that she had booked with a different owner, the owner notified her as soon as he found out the RV would be unavailable, and she was immediately issued a full refund
The customer's statement that there were any type of "fraudulent charges" is patently falseShe was refunded in full hours after the booking was made
- Issues During Rental -
We are very sorry to hear that the customer had issues with the RV during her rental
However, the owner of the RV has provided us with thorough documentation that he was in constant contact with her throughout the rental period, and the documentation shows that the customer was still able to utilize the RV for her lodging throughout the duration of the rental period
The owner at one point even offered to bring her a brand new generator, which she declined and said "I'm not worried about it." And "We are having a good time,"
Had any issues actually cut the customer's rental short, she of course would have received a full refund for the lost days
- RV owner's lost items and waived fees -
Because the customer had issues during her rental, the owner was kind enough to opt not to charge her security deposit for the missing chock, six missing blocks, empty propane tank, returning the RV late, or the NASCAR stick that was put on the window of his RVAll of which the had a contractual right to withhold funds from the security deposit for
Despite all of these potential fees that the customer had a contractual obligation to pay, her security deposit was still refunded in full
- Request for Refund -
The customer's security deposit has been refunded in fullThe customer's request for a full refund of the rental amount has been declined for the following reasons:
The customer utilized the RV for the entire duration of the rental period
RVshare expressly disclaims that no endorsement of RV or RV owner is implied
The owner waived fees for lost items and propane refill
- Resolution -
We will provide this customer with a 10% discount off of any rental booked on RVshare in the future

Initial Business Response /* (1000, 16, 2016/02/01) */
Hello,
As I have already notified David D***, a while back we made internal communications platform changes, and it appears that two Revdex.com complaints we received were never forwarded to the appropriate people
I would also like to point
out that RVshare is largest online RV rental marketplace in the world, serving nearly one million users each month, and these are our only unresolved tickets
With that being said, we value the quality of experience for each and every user of RVshare, as want to make sure that this complaint is properly addressed
Regarding MrF*'s complaint -
We are unable to locate anywhere in our logs that show Mr F*'s repeated contact attempts around the time that this complaint was filed
It is however very possible that the aforementioned internal communications changes could have also affected his support ticket file, causing out reach to not be in our support queue
All communications system are long since solidified and our response rate is generally under hours during business days
Our records show that we have had several satisfactory communications with MrF* since this complaint was filed, including a support conversation within the past two weeks, and he is still actively using our platformSo it is safe to assume that his concerns have long since been addressed
However, I would like to go ahead and address them here as well:
--- How do I keep the deposit in case I have to?
At the end of each rental, the RV owner is sent their online checkout formIf they need to make any claims against the security deposit, they simply enter the amounts into this form, and pending an affirmative internal review of the claim, the requested funds are then directly deposited to the owner
--- What happens if the renter's credit card doesn't have sufficient funds at the time of the deposit payment, even tho ugh he paid for the trip?
RVshare charges security deposits two business days prior to rental start dateThis way, if the charge is unsuccessful for any reason our Operations Team can reach out to the customer and secure a viable payment methodIf the renter us unable to make the deposit payment after outreach, then the rental is cancelled and the owner's chosen cancellation policy is enforced
--- What's the emergency roadside service number you promised for using the online booking? Does the owner or the renter calls it? Is there a deductible, what is the coverage, how does it work?
Every renter is provided with their Emergency Roadside Assistance registration via email days prior to the rental start dateThis registration includes the hotline phone number and their unique customer IDIn case of emergency, the renter will be able to call the number 24/
In addition to the cost of program access, RVshare covers the cost of all phone assistance and service coordinationEmergency services such as towing and tire repair will be paid for by RVshare with the potential for cost to be passed through to either owner or renter based on fault due to respective negligence
We hope that MrF* accepts our deepest apologies for the trouble caused by delayed communication

We apologize that the complainant is frustrated with the experience. This issue is in our dispute resolution protocol and we are currently gathering as much information as possible from both parties. In accordance with our Terms of Service (which all users of the site expressly agree
to), claims on security deposits are settled by RVshare as a neutral third party. We are awaiting a response from the owner in this case, and they have a response deadline of 9/17. In regards to the timing issues that the complainant brought up, while originally the owner did submit a form triggering a full refund, they discovered the damage on the roof within the hour window to report damage, and let us know, which caused us to halt the refund and put the issue into our dispute resolution protocol mentioned above. We encourage complaint to provide us with as much documentation and detail that they have in order to help us reach resolution on this case

I am rejecting this response because:
This statement is a part of RVShare’s Terms of Service“RV Renters will be held liable for any damage that cannot be proven to have existed prior to the rental period.” The renter did not have proof of the damage prior to the rental because there was noneThe renter had accidents which were not reported to the ownerThis breaks the signed agreementThe RV was returned with major dents and scratches to the top roof driver side, a missing hub cap, broken solid interior door, bent curtain rods, torn curtains, broken dishes, etcRVShare is to hold a deposit for the owner to insure the unit is returned in same condition as prior to the rentalThey did not do thisThey returned the deposit to the renter despite copious amounts of evidence of damage done by the renterThis company did not protect my property as they had represented they wouldNot only is the renter responsible, but RVShare is as well since they returned the small deposit they were holding on my behalfI did state in my dispute to Revdex.com that the value of my RV is $15,This was not intended to mean I paid RVShare this amount of moneyThey have been paid proceeds from rentals I have made of my RVAttachments of some damage and one estimate for some of the repairs

Based on the documentation provided by both the RV renter and RV owner, we made a decision to not award the deposit, as the RV renter experienced significant issues with the RV during the rental As stated in our Terms of Service, RVshare settles disputes as a neutral third party We made our decision in this case based on the evidence and facts provided by both sides If Ms*** believes that her claims due indeed hold water, she must pursue recuperation of the funds outside of the RVshare platform

This complaint is currently being handled by our internal dispute process The renter for this reservation has not received a refund of their deposit yet, it is being held by us while we determine the final ruling on the claim We are in the process of examining all of the evidence in
the case and will make a determination as an impartial third party as is outlined by our Terms of Service We have remained in contact with the complainant as the case has progressed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to methey have offer a $refund