San Diego RV & Jet Ski Rentals

First of all I was next to [redacted] when she was trying to explain to the customer how to add the RV to insuranceThe RV they had reserved is a "class B" Rv (van conversion) which can be added to a policy the same as adding a second vehicle that they have boughtWhen she called back a second time and said they still would not do it and asked what to do next we told her that she would have to contact another insurance company that we simply do not provide insurancePer our rules and regulation at the time of there booking it states that "insurance is the responsibility of the renter" and not grounds for a refund the day of there tripThe insurance binder requests are emailed week prior to departure and should've been addressed at that time and not the day before or day of departureFunny thing is she was so rude that we probably would've just let her take the RV with simple proof of car insurance knowing that there policy should carry over

She has already been refunded 100% of her depositWhen the customer disputed there credit card purchase, my company could've responded with the proper documentation to reverse the dispute, but I elected not to challenge it and go ahead and let them win and keep the

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
1.  There was no "proposed action" by the business, instead the business owner just made up a bunch of random poorly-written stuff, rather than address all the cold hard facts in my complaint.
2.  The response does not address or dispute the conversation between myself and the business owner *on the day of pickup*, and HIS offer to cancel the reservation and return the deposit.  Instead, he chose to focus on a conversation with my wife from the day before.  And if my wife was rude in any way, it was most likely due to the business' failure to notify us in a timely manner regarding the insurance requirement - they sent us the email notification the day before the rental!
3.  The business owner is a liar and is willing to tell the Revdex.com lies, in writing - the vehicle in question is NOT a Class B motorhome, it is a Class C motorhome - and he knows it, there is absolutely no question regarding which Class it is.  Apparently, their scam is to try to get the customer have their automobile insurance company cover the motorhome, and by telling the insurance company it's a Class B rather than a Class C, apparently there is a greater likelihood of getting the coverage. 
4.  No resolution was offered, the response just closes with the ludicrous statement that, *because my wife was rude*, they would have given us the motorhome without any proof of motorhome insurance - does that make ANY sense at all?  And even if it were true, someone - either the customer and/or the business owner - would be put at risk without insurance, so that's not a very smart way to run a business.
5.  I look forward to seeing what measures, if any, the Revdex.com takes regarding this complaint. 
Regards,
[redacted]

First off I don't even know where to begin with [redacted] In our business it is very hard to predict whether or not a unit will be returned from a rental without damage. In this case the RV being rented came back with a huge break in the windshield that I had deemed as unsafe to drive with. The...

crack was huge and directly in front of the drivers vision. This new windshield that I had ordered was going to take 4 days to get and would interrupt [redacted] vacation. I let them know that they could take the Tropical diesel instead and it was prepped and ready to go. After a half hour phone call about how mad they are about there damaged RV and how I should refund them for having to take a different RV(but of course still let them use the replacement RV at no charge) they then took the RV to Vegas. I then got multiple calls right off the bat about how they had to put fuel in the RV. We do not include fuel for RV's, you have to pay for your own fuel!! When picking up an RV we ask that you simply bring it back with the same amount it left with. "[redacted]" was not happy about that, reminding me that "he owns part of the largest law firm in Las Vegas". Once again not sure what that had to do with anything we ended our conversation. I then get a call at 10:30 pm from "Mr [redacted]" saying they saw Mosquito's flying in the RV. Now once again I don't know what to say at this point besides our lot is based in El Cajon where we are on asphalt in a city area with absolutely not 1 mosquito ever being seen. (To my knowledge) Anyway I tell him if you do have Mosquitos it's probably caused by leaving the door open and I suggested closing it. The next morning I get a call stating that they would like to get a free upgrade and are bringing the RV back. I asked why and he said "there are Mosquitos everywhere!!" Now once again very tired of arguing with someone that continues to talk me down and ask for discount after discount I agreed to let them take another coach. When the RV arrived well you guessed it.. Not 1 mosquito survived the 5hr drive from Las Vegas to San Diego. They then took the new RV and another call came in about the fuel not being full in the RV in the New RV as well.(Of course my Tropical was brought back bone dry of fuel when it left with a half a tank. (100 gallon tank) I still did my best to make everything right and they left. 
As far as having to hire driver 1, Driver 2, driver 3 to go with them on a vacation. I was not aware of anyone but the driver that came down to pick the RV up as being approved by your Insurance to drive these RV's. We do not provide drivers for our RV's and therefor do not believe our company should have to compensate for them. I did how ever offer to extend the drop off date from the 20th to the 23rd at no charge for the inconvenience of having to swap RV's. 
4 days prior to there return date I get a call saying that there RV was hard to drive due to un-even tire wear in front! I reminded them that it was pouring down rain and any RV can be hard to drive if your not careful. I had just had the unit serviced and inspected prior so I asked to speak with the rep. He stated that he believed that the front tires were going to need to be replaced but didn't think it needed to be done that day so I didn't do it. I then get a call 3 hours later from "Mr [redacted]" at another tire shop stating that this guy said the tires need to be replaced because of a safety issue and could do them for 800 total mounted and balanced.  Now this new tire guy does not take credit cards but only cash. (Fishy) At this point I am so tired of these phone calls I just agree. They ask me for my credit card info so they can get cash from there buddy out in Florida. Still don't know why I agreed but you guessed it 2 charges come up on my card. One for 800.00 to [redacted] travel agency and one for 1400.00 to some unknown un authorized individual I have no idea for what. The next day I get a call saying that my RV is broken in St Louis (Mr.[redacted]s home town) and it needs work due to overheat issues. He then has a small body shop call me and state they need approval for 2 hours labor to see if they can find the cause of the overheat issue. I then give approval. They then call me the next day and ask for 2 more additional hrs to try and diagnose the issue, I then ask what codes are coming up on the computer since the check engine light was on and should give a reason. The repair lady then stated I don't know we haven't hooked a computer up yet. I then knew we were in major trouble with this repair shop and asked to have it towed to a reputable Cummins dealership about a half hour away. (Of course on my dime) [redacted]" then got upset and just abandoned my RV and went home. 
I then got another call from [redacted] stating I need to come up with 15,000.00 or he was gonna turn me into the Revdex.com and department of transportation and also have his Law firm file a large lawsuit 250,000 against me. 
 
Well after handing this whole thing over to our lawyer a lot has been un-covered. "Mr [redacted]" as he likes to be called is not part owner of any law firm and that firm that he was claiming made it very clear that they will not be representing "Mr [redacted]" due to no known retainer agreement in place. This guy has disputed his charge with his credit card company and now wants 15,000 to settle out of court. As far as I am concerned "Mr.[redacted]" is nothing more then a hustler trying to come up on what ever money he can. All of what I am saying is documented and being turned in to the Merchant accounts. To date I am out the cost of the rental RV as well as the costs associated with flying to St.Louis and driving the RV home. I will be attempting to recover these costs in court and will keep the Revdex.com updated on all matters associated with this claim, including outcomes from all matters arbitrated by third party representatives.

First of all I was next to [redacted] when she was trying to explain to the customer how to add the RV to insurance. The RV they had reserved is a "class B" Rv (van conversion) which can be added to a policy the same as adding a second vehicle that they have bought. When she called back a second time...

and said they still would not do it and asked what to do next we told her that she would have to contact another insurance company that we simply do not provide insurance. Per our rules and regulation at the time of there booking it states that "insurance is the responsibility of the renter" and not grounds for a refund the day of there trip. The insurance binder requests are emailed 1 week prior to departure and should've been addressed at that time and not the day before or day of departure. Funny thing is she was so rude that we probably would've just let her take the RV with simple proof of car insurance knowing that there policy should carry over.

She has already been refunded 100% of her 500.00 deposit. When the customer disputed there credit card purchase, my company could've responded with the proper documentation to reverse the dispute, but I elected not to challenge it and go ahead and let them win and keep the 500.00.

Review: On May 8, 2014 I reserved a motorhome from RV-1 (the new name for San Diego RV and Jet Ski Rental) for a family vacation to take place starting on June 19th, and paid a $500 deposit. Less than 24 hours before we were to pick up the vehicle, the company notified us via email that we had to provide our own insurance for the rented vehicle. This was a surprise to us, as the previous motorhome rental company we used twice before includes the insurance. Long story short, after some frantic research, we were not able to obtain the required insurance through our automobile insurance company and notified RV-1 of this fact that same day, and we requested that RV-1 provide a quote for the coverage. Receiving no reply that day, we called them the following morning, as soon as they opened - which was the day we were to start our vacation - and were told that RV-1 could not provide the coverage, but not to worry, they had a solution: when we came in the pick up the motorhome, they would help us get coverage through an insurance company. But here's the kicker: I would have to submit to the insurance company that I was *BUYING* the motorhome in order to get the coverage bound. Then, RV-1 proposed that I simply cancel the coverage after the trip was over, and receive a refund of the unused premium. When I expressed my concern regarding participating in this (insurance fraud) scheme, the owner of RV-1 offered that the only other option was for him to cancel our reservation and refund our deposit. I immediately accepted his offer verbally, confirmed with him the time frame to receive the refund, which was 2-3 days for the refund to post to my charge card. I also followed up with an email that day confirming his offer to cancel our reservation and refund our deposit of $500. Since then, I have not received the $500 refund, so I have followed up multiple times via email and phone - they never take my calls, so I have to leave messages - and to date, have received no reply and no refund.Desired Settlement: Refund the $500 deposit to my charge card, as they originally offered.

Business

Response:

First of all I was next to [redacted] when she was trying to explain to the customer how to add the RV to insurance. The RV they had reserved is a "class B" Rv (van conversion) which can be added to a policy the same as adding a second vehicle that they have bought. When she called back a second time and said they still would not do it and asked what to do next we told her that she would have to contact another insurance company that we simply do not provide insurance. Per our rules and regulation at the time of there booking it states that "insurance is the responsibility of the renter" and not grounds for a refund the day of there trip. The insurance binder requests are emailed 1 week prior to departure and should've been addressed at that time and not the day before or day of departure. Funny thing is she was so rude that we probably would've just let her take the RV with simple proof of car insurance knowing that there policy should carry over.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Review: 1.[redacted] ordered a 2008 Monaco Knight 40 foot Class A RV for a multi- city family/ business vacation leaving 7/9/14 returning 7/20/142.They made the 1st Deposit of ($500) a second deposit of ($1000) and the 3rd deposit was supposed to be ($500) 3.But RV-1 changed the [redacted] credit card ($1000) the [redacted] didnt make a big deal about RV-1 charging the ($1000) they just made sure they made RV-1 know that they made that mistake. 4.So instead of asking for RV-1 to reverse the charge the [redacted] looked at it on the Brightside it made the reaming balance smaller ($1000) so the [redacted] paid the reaming balance so they move forward with their plans for their multi-city family/business vacation.5.On 7/7/14 [redacted] called [redacted] of RV-1 to see if he could pick up the 2008 Monaco Knight a day early. [redacted] then informed [redacted] that he would not be able to pick up the 2008 RV a day early because the windshield had a crack in it. But insured him that it would be ready by the time of the original scheduled pick up date 7/9/14.6.Driver 1 flew from Las Vegas to San Diego to pick up the 2008 Monaco Knight. When he arrived at the airport he called to the RV-1 office to inform them that he was at the San Diego Airport and he was ready to be picked up. ( On RV-1 Website it stated that offer pick-up services) RV-1 informed driver-1 that they would not pick him up for the airport.7.Therefore leaving driver 1 stranded at the San Diego airport. So driver 1 reached out to [redacted] and informed him of the situation at hand. [redacted] then instructed driver 1 to get a cab and he will pay for the carbide ($100). 8.When drier 1 arrived to the RV-1 lot to pick up the 2008 Monaco Knight he realized the windshield was still cracked. He then asked [redacted] if that was the RV he was supposed to be picking up. [redacted] responded Yes, were not able to get the new windshield in time, but we have another RV for you. 9.Driver 1 immediately called [redacted] and informed him of what was going on. 10.[redacted] insured [redacted] that he had another RV it was nice and he would still love it. 11.Once driver 1 saw the replacement RV (2005 Tropical LX 39 foot Class A) he was on the phone with [redacted] making him aware of the down grade. 12.[redacted] was on the phone with [redacted] looking for clarity on the sudden change and trying to find out if there was a price difference because of the down grade. 13.[redacted] informed [redacted] that there was no price difference but the 2005 Tropical was still very nice. 14.With his back against the wall not wanting to let his family down or miss his business meetings in other city he believed [redacted] 15.Driver 1 then got into the 2005 RV to discover that there was no gas. So he called [redacted] again to make him aware. So [redacted] had to fill up the RV ($300) in order for driver 1 to make it back to Las Vegas. 16.During that time the travel agency booked and extra driver (driver 2) from Memphis, TN to assist driver 1 on the Multi-City vacation. The agency booked him a flight from Memphis to Phoenix. So that driver 1 could pick him up on his way leaving out of Las Vegas to start the multi-City vacation. 17.When driver 1 arrived back to Las Vegas the family was excited to load the RV. But when they got on the RV and started opening up the cabinets and moving stuff around on the 2005 RV. They discovered and infestation of mosquitoes, gnats around the bed and the cabinets were falling apart & the window was broken. 18.[redacted] immediately called [redacted] and informed him that he was displeased. His wife and son would be on board with him and they should not have to ride on a RV that was infested with mosquitoes, nets around the bed, cabinets falling apart & a broken window. 19.[redacted] informed [redacted] that he had another RV for him and his family. 20.Due to the incompetence of RV-1. The next day driver 1 hit the road again back to San Diego. In turn caused Driver 2 to lose his airline reservation. This resulted in the loss of ($475) with Southwest Airlines. In turn also caused driver 1 to raise his price to ($2000) and causing [redacted] to put more gas in the RV ($300) so driver 1 could make it back to San Diego. Also putting the vacation 2 days behind schedule making [redacted] miss scheduled business meeting in other cities. The family also missing important family events. 21.When drive 1 returned to San Diego [redacted] put him in a 2007 Fleetwood Providence 40 foot class A, which also didnt have any gas. Causing [redacted] to have to fill up this RV ($300) so Driver 1 could make it back to Las Vegas. 22.Apron arrival to Las Vegas driver 1 informed [redacted] that [redacted] informed him that he has a GPS switch on the RV and he can remotely shut the RV down from anywhere. 23.The [redacted] were finally excited again about their Family/ Business multi-city vacation. For their joy to quickly end when realizing that there were down to 1 driver. Due to safety concerns he would not be able to do the entire multi-city vacation on his own.24.So they went back to the drawing board to quickly find another driver (driver3). They came across a limousine company who claimed to have and experienced driver (driver 3)that would be able to help with the multi-city vacation. But they had to wait until 7/11/14 at 5pm when he got off work to pick him up. Causing an even further time delay.25. But once on the RV the [redacted] and Driver 1 discovered that the things they were told about driver 3 was false. He was not experienced in RVs only limousines. Resulting in breach of contract with driver 3. He was then terminated with no chance of refund. Once again they were down to 1 driver.26. Due to them being 3 days behind resulted in a business lost to the [redacted] Travel agency QS4 Travel LLC, and Entertainment partnership in the excess of ($8000) not to the fault of their own. 27.Being faced with the dilemma of 1 driver. [redacted]Desired Settlement: Settlement

Business

Response:

First off I don't even know where to begin with [redacted] In our business it is very hard to predict whether or not a unit will be returned from a rental without damage. In this case the RV being rented came back with a huge break in the windshield that I had deemed as unsafe to drive with. The crack was huge and directly in front of the drivers vision. This new windshield that I had ordered was going to take 4 days to get and would interrupt [redacted] vacation. I let them know that they could take the Tropical diesel instead and it was prepped and ready to go. After a half hour phone call about how mad they are about there damaged RV and how I should refund them for having to take a different RV(but of course still let them use the replacement RV at no charge) they then took the RV to Vegas. I then got multiple calls right off the bat about how they had to put fuel in the RV. We do not include fuel for RV's, you have to pay for your own fuel!! When picking up an RV we ask that you simply bring it back with the same amount it left with. "[redacted]" was not happy about that, reminding me that "he owns part of the largest law firm in Las Vegas". Once again not sure what that had to do with anything we ended our conversation. I then get a call at 10:30 pm from "Mr [redacted]" saying they saw Mosquito's flying in the RV. Now once again I don't know what to say at this point besides our lot is based in El Cajon where we are on asphalt in a city area with absolutely not 1 mosquito ever being seen. (To my knowledge) Anyway I tell him if you do have Mosquitos it's probably caused by leaving the door open and I suggested closing it. The next morning I get a call stating that they would like to get a free upgrade and are bringing the RV back. I asked why and he said "there are Mosquitos everywhere!!" Now once again very tired of arguing with someone that continues to talk me down and ask for discount after discount I agreed to let them take another coach. When the RV arrived well you guessed it.. Not 1 mosquito survived the 5hr drive from Las Vegas to San Diego. They then took the new RV and another call came in about the fuel not being full in the RV in the New RV as well.(Of course my Tropical was brought back bone dry of fuel when it left with a half a tank. (100 gallon tank) I still did my best to make everything right and they left.

As far as having to hire driver 1, Driver 2, driver 3 to go with them on a vacation. I was not aware of anyone but the driver that came down to pick the RV up as being approved by your Insurance to drive these RV's. We do not provide drivers for our RV's and therefor do not believe our company should have to compensate for them. I did how ever offer to extend the drop off date from the 20th to the 23rd at no charge for the inconvenience of having to swap RV's.