RVShare

In this case the rental was booked on 4/27/17 and cancelled by the owner on 5/3/17.  The rental was scheduled to start 6/16/17, so this is not a last minute cancellation.  While it is regrettable that the owner needed to cancel the reservation, we cannot force the owner to go through with...

a rental, and the complainant has received a full refund of all amounts charged.  It is unfortunate that this happened, it does not happen very often on our site, but the complainant should have ample time to find and schedule an alternative rental either through RVshare or elsewhere.  In regards to a phone number, we handle requests like these through our support system so that written records can be maintained.  Complainant can submit questions by emailing [email protected].

I am rejecting this response because:
I have not received my refund.  I also reject the claim that they corresponded with me mutilple time.  I received only one email from the support team and that was prior to requesting the refund. The communication methods of this business are extremely poor.

The complainant has requested a full refund due to delayed responses. On 8/18 and also 8/30 RVshare had asked for a rental dispute form to be completed from the complainant due to her disagreeing with charges for damaged hub cap fees. The form was not received, however, we have processed the refund...

of her deposit minus an additional night which is what she agreed upon with the RV owner. This resulted in a refund of $460.25. Please see the attached screenshot as a reference. The complainant was not charged for the hub cap fees, this was resolved between RVshare and the RV owner.

Hi [redacted], I took a look into your issue and found out what happened.  The quote you sent us, does indeed at first glance appear to only be for $49, but I found the piece in the body of the quote that states the total estimate to be $400.  Normally when a quote like this is generated,...

all amounts for repairs are listed on the right side of the page (similar to the position of the $49), the irregular placement of the total caused the confusion on our side.  We apologize for this issue, and have sent the remaining $350 your way.

Apologies on that mixup.  The original complaint said "I was there through the entire rental process" and then "The RV was picked up by [redacted] and [redacted]", leading me to believe someone else besides [redacted] was writing the review.  As I mentioned in the original response, we are in the fact finding process of our dispute protocol, and we will use the helpful details provided in the complaint when making a determination.  Once a determination has been made, we will be sure to let all parties involved know.

We are currently investigating this rental for Mr. [redacted].  He has been very helpful in providing documentation & communication.  Because of the timing of the issues, the funds for the rental had already been released to the RV owner, and we are attempting to gather their side of the...

story and/or recoup the funds from them so that we can supply Mr. [redacted] with a refund.  Additionally, we don't allow owners to charge the renter additional funds outside of what they agreed to on our platform, so we are investigating that as well.  We apologize that Mr. [redacted]'s experience was suboptimal and appreciate his level of communication & cooperation up until this point.  Once we receive a reply from the owner (or if too much time elapses without a reply), we will be sure to follow up directly with Mr. [redacted].

Thank you for the opportunity to respond to this concern. I am attaching the communication we have had with the complainant since 11/1/2017. In our documentation we have included an itemization of the charges and also the process for the complainant to follow if she disputed charges. We did not...

receive notification back from the complainant that the charges were disputed, therefore, monies were taken out of her security deposit to cover the charges. RVshare also received an estimate from the owner specifying the charges for the damages on his property. If the complainant wishes to dispute the cleaning charge and/or additional charges, please request that she follow the dispute process we outlined in our communication with her. We will then review the information submitted by both parties and determine if there is grounds for a change in decision.

We are sorry that the complainant had a less than optimal experience using our platform. The complainant has already been refunded in full for all amounts they have paid, totaling $645 (as of 5/12/17).  They were never informed that they would be receiving anything less than the full refund, so...

I'm assuming there was some sort of misunderstanding there.  We always refund the renter in full when an owner initiates a cancellation.  In regards to the method of contact, we have communicated with the complainant multiple times via our support email system.  We communicate on these issues in this manner so that a record of all communication exists, and we are better able to coordinate to help the customer.

We have reached out to Mr. [redacted] regarding his complaint, he was refunded the money he requested, and we have apologized for any confusion and/or delay in our response.

We regret that Mr. [redacted] experience was not ideal.  Whenever an RV is damaged during the rental, we undergo a fact finding process, and eventually decide on a resolution as a neutral third party.  We lay out this process in our Terms of Service, which all users agree to when creating an...

account.  In this case, Mr. [redacted] damaged the RV during the rental, and we collected all evidence from the owner.  The owner provided sufficient evidence of damage, as well as the amount of the insurance deductible, which is $1,000.  As a result, the full $1,000 security deposit was withheld from Mr. [redacted], and supplied to the owner.  The $330 that was paid by Mr. [redacted] during the rental to a 3rd party (not RVshare, or the owner) was not eligible to be applied to the deductible.  Additionally, according to the Rules & Conditions of the Credit Card companies, once a dispute is started with them (as Mr. [redacted] has stated he has), we can no longer provide a refund of any kind to Mr. [redacted].

We apologize that the complainant is confused by what we sent to them.  When we suggest that a renter inquire on 5 additional RVs, we state that they should inquire on the rental (not attempt to book a prepaid reservation).  That being said, we always will work with a renter who books a...

reservation that they did not intend, or accidentally books and pays for more than one.  If that happens, the renter can reach out to us and we will refund any accidentally booked rental immediately, with NO cancellation fee.  We are very flexible on this issue, and just want to help our customers book the rental that they want.

I am rejecting this response because: I am the person in the rental agreement my name is [redacted] or [redacted]. So they are not correct in saying that I am not the person involved.

I am rejecting this response because: They are not willing to accept that the owner of the RV is at fault for the damage to the RV when it broke down.  I did not damage the rv during the 4 days I had it out of the 11 days I should have had it.  The owner of the RV didn't have require maintenance done to the RV before sending it out with us and because he didn't the RV broke down.  While broken down the RV was damaged which I should not be held liable for when it is the owner fault that it broke down on us and we didn't have it for 7 days.  I want to get refunded for the $1500 deposit and the cost of the rental car, hotels, U-Haul rental, lock, ball for towing that we paid out of pocket for an additional cost.

Final Consumer Response /* (2000, 6, 2016/07/01) */
Rv share has contacted me via email and settled this issue. It is resolved.

We apologize that the complainant had an issue getting in touch with us, we are working hard to bring down our response times.  We did correspond several times with the complainant recently to try to resolve the issue.  As complainant requested, we initiated a refund to the complainant as...

evidenced in the attached screenshot.  If complainant still has not received their refund for some reason, we will help resolve the issue.

Thank you for the opportunity to respond to [redacted] regarding an RV rental. Mr. [redacted] is the owner of the RV. He is claiming that damages occurred during the rental of his RV. A complete investigation was completed where both the owner and the renter were able to provide both of their sides to...

the rental dispute. Mr. [redacted] did not complete a departure form or a return form for the rental. The forms are a way for the owner to not only educate the renter on the vehicle but also document a walk through before and after the rental to demonstrate that the owner and the renter are acknowledging the condition of the RV in both instances. RVshare nor the insurance company received this documentation, and it appears that it was not completed by the owner with sign off from the renter. This is also an important piece of documentation if the owner needs to submit any damages to the insurance after the rental. Since this was not provided to the insurance, his insurance claim was denied. I am providing documentation of the dispute along with texts between Mr. [redacted] and the renter. At this time RVshare will not be completing any payout to Mr. [redacted] due to insufficient evidence being presented proving that the damage occurred during the rental. Mr. [redacted] has the ability to appeal the insurance denial but that would need to be completed directly through the insurance company since this process is completed by a company outside of RVshare.

Thank you for the opportunity to respond to this concern. The complainant went through the steps to book an RV which then forwarded the request to a RV owner in 2016. We did not hear from her until recently to address these concerns. This has been resolved and the total out of pocket of $879.45 has...

been reimbursed to the complainant on 10/9/2017. RVshare appreciates the complainants feedback on her experience and we will keep this in mind as we make continuous improvements to our processes and systems.

We apologize that [redacted] experience renting out her RV has been suboptimal.  This case was entered into our dispute protocol as the renter had claimed the RV was broken (lights didn't work when received), and the owner claimed the renter damaged the RV.  We assessed both claims and...

examined the evidence provided.  We decided that the renter did not owe any additional money, but would not receive a refund as requested.  According to our Terms of Service, RVshare settles all disputes as a neutral third party based on the evidence provided.  If Ms. [redacted] believes that it was settled unfairly, she must pursue other means of recuperating the funds from the renter.  Additionally to clarify: the complaint states that the amount of money paid to RVshare by Ms. [redacted] was $15,000.  This is not accurate.  Ms. [redacted] was an RV owner, and has never purchased anything from RVshare, rather she has received money for rentals.

We apologize that the complainant had issues logging into their account.  We were able to assist the complainant re login to their account, and they have been active since then.  Additionally, the money that was owed to the complainant was paid on time.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.