RVShare

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 Mr***'s request for invoices -
Because RVshare is consumer-facing ecommerce business, we issue standard web-based receipts complete with transaction breakdowns for every booking that occurs through our platformPlatform users can access their transaction records in their user dashboard at any time
Mr***'s booking was no exception, and the attached screenshot *** is taken directly from his personal RVshare dashboard where he was able to access his receipt (i.e., the invoice for the purchase) at any time
Mr*** was directed to this part of his dashboard where the record is displayed multiple timesHe could have very easily printed this page for his records at any time
Like all RVshare renters, Mr*** was also emailed a receipt breaking down the charges for his rental by line item immediately upon bookingA screenshot from the transaction breakdown of the email receipt that he was sent upon booking has also been attached ***
Mr*** incurred overage fees during his rental, as billed CodeRV (the owner of the RV that he rented--aforementioned in Mr ***'s complaint)For this overage charge, Mr*** was in fact provided with a stand alone invoice via email ***
Obviously, we did not fail to provide Mr*** with adequate documentation of the transactions involved in his rental, and the service which he paid for was satisfactorily delivered
However, we do want to make sure that customers with inquiries such as his are more clearly directed to where they can access the information that they need
To remedy this, we have updated our internal processes for how to respond to inquiries such as this should they ever occur again in the future
We hope that Mr*** accepts our deepest apologies for the trouble caused by any unclear communication on our part
***

We regret that Ms***'s experience was not ideal This rental is currently in our dispute protocol, and we are in the process of gathering evidence in order to make a final determination on any damage claims or refunds We ask both sides to provide as much proof as possible for
their claims in order to make a final determination In accordance with our Terms of Service, RVshare settles all damage claims as a neutral third party We require owners to provide an abundance of evidence to make claims on security deposits Ms***'s claims are indeed concerning, and we are investigating them to the fullest extent possible

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 $

Thank you for the opportunity to respond to this complaint regarding insurance coverage by the complainant. In an email dated June 29, a RVshare agent answered some questions regarding insurance coverage for his RVThis email has been included as an attachmentHe was informed that once
insurance was activated any bookings after that would have the insurance coverage added to the rentalThe complainant did not activate his insurance on the RV until 8/16/This was after a reservation was created by his renterSince the insurance was activated after the reservation was created, insurance was not included in the quote from the complainant to his renterTherefore, a daily insurance cost quote was not sent to the renter to acknowledge and then pay for before the reservation startedThe complainant attempted to do this all on the same day of the start of the reservationA link was sent to the renter but they did not activate it for their rental, therefore, no certificate of coverage would have been sent to either the renter or the complainant. RVshare has reached out to the insurance company that the rental would have been covered through had the insurance been activated prior to the rental and requested that a denial be sent to the complainant per his requestI have attached a copy of the denialThe denial was based on a claim being submitted for a different renterIt is our understanding that damages from the previous renter was submitted for consideration but under a different renter nameThis renter denied that the damage was her fault, therefore, the claim was deniedAny appeals or questions or concerns regarding this denial should be directed to the insurance company since they make decisions based on their own research and findings outside of the RVshare platform

We apologize that the complainant had a less than ideal experience renting this owner's RV. In between the complaint filing and now, the complainant was refund $1,of their $2,deposit. This case was in our dispute protocol where we gather as much evidence from both sides as
possible, and make a determination as to settlement. As stated in our Terms of Service (which each user express agrees to), RVshare settles all disputes between renter and owner as a neutral third party. In this case we found that the owner was not entitled to all the claims, and thus we only funded them $of the security deposit and refunded the complainant the rest

After gathering further information on this dispute, we have decided to refund the complainant their security deposit. We apologize that the process took so long, the RV owner was not replying to us in a timely fashion causing the process to drag on. The complainant should see the refund in their bank account within 1-days

We apologize that there was a small delay in processing the refund, which was primarily due to the weekend We have refunded the full amount as requested We attempt to process all cancellation requests as soon as we possibly can

This a current dispute between the complainant and also the renterAt this time the insurance claim has been denied and the renter is requesting to see pictures documenting the damage after their rental periodWhen a dispute has been submitted, RVshare follows the policy of holding on to the
security deposit until the RV owner and renter resolves the disputeSince it $was sent to the complainant and the renter is denying the damage since pictures documenting the damage has not been provided, the $was taken back and RVshare will release the monies to the appropriate party once the dispute is resolvedRVshare has been in contact with the renter and also the ownerThe latest communication with the complainant, on 10/20/2017, was that he reach out to the insurance adjuster since he is disputing the insurance denialThe insurance company, may or may not request additional information from both parties to determine if there should be a change in the initial decisionAt this point RVshare is not able to make a final determination until the owner and the renter work directly with the insurance company

Initial Business Response /* (1000, 16, 2016/02/01) */
***Document Attached***
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 MrN***'s request for invoices -
Because RVshare is consumer-facing ecommerce business, we issue standard web-based receipts complete with transaction breakdowns for every booking that occurs through our platformPlatform users can access their transaction records in their user dashboard at any time
MrN***'s booking was no exception, and the attached screenshot (***) is taken directly from his personal RVshare dashboard where he was able to access his receipt (i.e., the invoice for the purchase) at any time
Mr*** was directed to this part of his dashboard where the record is displayed multiple timesHe could have very easily printed this page for his records at any time
Like all RVshare renters, MrN*** was also emailed a receipt breaking down the charges for his rental by line item immediately upon bookingA screenshot from the transaction breakdown of the email receipt that he was sent upon booking has also been attached (***)
MrN*** incurred overage fees during his rental, as billed CodeRV (the owner of the RV that he rented--aforementioned in Mr N***'s complaint)For this overage charge, MrN*** was in fact provided with a stand alone invoice via email (***)
Obviously, we did not fail to provide MrN*** with adequate documentation of the transactions involved in his rental, and the service which he paid for was satisfactorily delivered
However, we do want to make sure that customers with inquiries such as his are more clearly directed to where they can access the information that they need
To remedy this, we have updated our internal processes for how to respond to inquiries such as this should they ever occur again in the future
We hope that MrN*** accepts our deepest apologies for the trouble caused by any unclear communication on our part
Initial Consumer Rebuttal /* (3000, 18, 2016/02/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes I was aware I could see the reciepts from the dashboard I asked for oan itemized reciept for an expense reportThey withheld approx $from my $dollar depositI was provided an invoice for the rental and the deposit but nothing to explain why the rental deposit refund was less than the depositRV Share does not provide a phone number to contact themEverything is done through emailI requed they call me but they never didOne simple call would have resolved thisNo further action is required as I will not use this company again
Final Business Response /* (4000, 20, 2016/02/03) */
Hello,
We did in fact provide the customer with a detailed explanation for the precise amount of the security deposit withholding as well as a line-itemed invoice which detailed the withholding
Please examine the attached screenshot from our email thread with him, which shows that the overage withholding was explained and the invoice was provided on 10/7/-- nearly two weeks before the customer filed this complaint
It is also worth noting that, as explained in the email, we disputed an additional charge that the RV owner tried to level against the customerBy doing this we went out of our way to save him money by disputing a claim that we did not find viable
The customer seems to want a more detailed invoice with more itemization, but the fact is that there was only one item that was charged--a mileage overage chargeOur processing fee is even spelled out as a separate line itemThere are no more line items to be added beyond this
The customer has also complained about communication be carried out via email
We carry out all deposit settlement communication via email so that a written record exists in the case it is needed (ie, for an instance exactly like this one)This is standard
If the customer claims that we were failing to provide him with a document, which he was actually provided with, it does not make sense to say that a phone call would have resolved this as a document cannot be transferred over a phone call
We have done our best to comply with everyone of the customers requests as best we can within our standard operating procedures, and we hope that he will accept our apologies for our failure to explain in detail the logic behind our procedures
We have attached both a screenshot of the email in which the invoice in question was sent to the customer, as well as a copy of that invoice

Mr*** attempted to place a claim on the security deposit for damages Unfortunately, he did not provide adequate documentation for the damage claim; he submitted a quote for repair that was from The renter however, was able to provide proof that the RV was damaged prior to
being picked up, which was corroborated by a police report We deactivated Mr***'s account because he violated RVshare's Terms of Service in multiple instances, and continued to harass the renters after this incident

(The consumer indicated he/she DID NOT accept the response from the business.)
Yes I was aware I could see the reciepts from the dashboard I asked for oan itemized reciept for an expense reportThey withheld approx $from my $dollar depositI was provided an invoice for the rental and the deposit but nothing to explain why the rental deposit refund was less than the depositRV Share does not provide a phone number to contact themEverything is done through emailI requed they call me but they never didOne simple call would have resolved thisNo further action is required as I will not use this company again

Hello,
We did in fact provide the customer with a detailed explanation for the precise amount of the security deposit withholding as well as a line-itemed invoice which detailed the withholding
Please examine the attached screenshot from our email thread with him, which shows that the overage withholding was explained and the invoice was provided on 10/7/-- nearly two weeks before the customer filed this complaint
It is also worth noting that, as explained in the email, we disputed an additional charge that the RV owner tried to level against the customerBy doing this we went out of our way to save him money by disputing a claim that we did not find viable
The customer seems to want a more detailed invoice with more itemization, but the fact is that there was only one item that was charged--a mileage overage chargeOur processing fee is even spelled out as a separate line itemThere are no more line items to be added beyond this
The customer has also complained about communication be carried out via email
We carry out all deposit settlement communication via email so that a written record exists in the case it is needed (ie, for an instance exactly like this one)This is standard
If the customer claims that we were failing to provide him with a document, which he was actually provided with, it does not make sense to say that a phone call would have resolved this as a document cannot be transferred over a phone call
We have done our best to comply with everyone of the customers requests as best we can within our standard operating procedures, and we hope that he will accept our apologies for our failure to explain in detail the logic behind our procedures
We have attached both a screenshot of the email in which the invoice in question was sent to the customer, as well as a copy of that invoice(Customer_Mileage_Overage_Invoice)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***I have reviewed the itemization of charges and followed the dispute procedures outlines by RVShare in an attempt to get this matter resolved in a matter that both parties are in agreement and neither feel they are being treated unfair

I am rejecting this response because:I did send an email to the Insurance company with all detail and time tableI'm waiting for their response

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 your assistance with this matter.Sincerely,** *** ***

We apologize that the complainant was originally having a difficult time getting a hold of us.  I took a look into the two issues that the complainant brought up.  According to our terms of service (which all users provide express agreement to), RVshare settles all claims on security...

deposits as a neutral third party.  We have a dispute protocol, which both of these cases entered into, where we gather as much information as possible from both the renter and the owner, and then decide on settlement.  The first (rental with Jacquie) has been resolved between the filing of this complaint and now, and the complainant has been funded the money. We are attempting to resolve the second issue, and we are currently waiting for a response from the complainant. In regards to the issue of communication, we have been in contact numerous times with the complainant in the time between the filing of this complaint, and now, including multiple attempts to reach the complainant via phone call.  Their account deactivation is completely unrelated to the above issues, and will not affect or delay their receipt of any funds relating to damages from previous rentals.  The deactivation was related to the complainant asking renters who contacted them on our platform, to circumvent the platform and deal with them directly, which is a violation of our Terms of Service and provides unsafe experiences for customers using our website.  We have attempted to contact the complainant regarding this issue to resolve.

We have reached out to Rob directly and resolved this issue, and sent him the funds.  The delay was caused by some missing information in his account when initially created.  Now that the matter is fixed, he will receive all future funds in a timely manner.

We regret that the complainant had an unfortunate experience with one of the owners on our site.  It appears that the complainant was able to schedule another rental through our platform to fulfill their needs, so this matter is likely considered resolved by the complainant.  Additionally,...

we do not hold funds once a rental has been cancelled, we immediately refund them; banks occasionally take time to show refunded monies back into the cardholder's account.

I am rejecting this response because:  The statement that I was instructed that the unit would overheat is false and misleading on the part of the owner.  The owner provided me instructions on what I should do in the UNLIKELY (my emphasis) event that the unit overheats.  There was absolutely no mention that the unit regularly overheats on even modest mountain grades. I have witnesses with me at the time that will support my claims of what was said.  The unit was not road worthy, it constantly overheated and we were only able to make it a few miles in the first day  as  we did not want to risk damaging the engine.  The owner was fully aware that we were planning a trip to Canada where high mountain peaks are common.  Owner was misleading as the the ACTUAL facts about the unit having an overheating problem.  I reject the notion that we were fully aware of the severity of the problem.  Attached is a letter that was sent to RV Share management, prior to the final settlement offer, which clearly stated what actually happened.  RV Share chose to believe the owners version instead of me, the customer.  RV Share is guilty of marketing an RV product which has a publicly known record of overheating issues. Internet searches and forums are numerous. There is even a mention in the RV owner manual.  Any Frieghtliner service center will support my claims.  I am willing to accept the original offer which was later withdrawn and replaced with an offer that I rejected outright.   I have detailed records of all of my communications between myself and RV Share and the owner.  My witnesses will not only confirm the conversations with the owner at checkout, but also  the severity and frequency of overheating.  I

This matter was entered into our dispute process, wherein we gather all available data from both sides, regarding the alleged damages.  The process eventually dragged out too long, and the owner was taking too much time to provide us the full amount of information related to the alleged...

damages.  We have released the complainant's security deposit back to them 2 days ago.  Situations like these are unfortunate, and we do our best to reach a speedy but accurate conclusion for all parties involved.