Urban Enterprises

Initial Business Response / [redacted] (1000, 5, 2015/08/17) */ We make every attempt possible to resolve customer concerns as they occurIn this case the concerns were not brought up until a day later when they decided to leave early in which case we agreed to refund the remaining nightsShe states above, "I was on a business phone call and therefore wasn't able to check out the trailer until the delivery man leftIf I had, there is no way I would have accepted the trailer." Our Maintenance and delivery number is clearly posted inside the RV for situations just like thisHad they called we would have worked to resolve the concerns immediatelyWe also would have allowed them to vacate had they insistedIt is our practice to first attempt to resolve a guests concern and then allow them to check out early with a refund if they are not satisfiedWe were not given this opportunityIt was not until late the next afternoon when they called and asked to check out days earlyThey did not ask us to repair, replace or clean any part of the trailer which we would have gladly doneCoincidently, they called after experiencing a hot day in which their underpowered generator was not capable of running the air conditioningThey chose not to rent a generator from us that is capable of cooling the RVWe already gave them the refund that both parties agreed to and don't think that renegotiating the agreement is justified In regard to the condition of the RVWe have gone through the trailer and addressed the concerns brought up aboveThanks to her observations we did replace the mattress and shower curtainIn regards to the stepThis rv has a low door height that does not require a built in stepWe provide the stool as a convenienceThe stove, refrigerator and air conditioner were all looked at by an independent RV repair tech and are in working conditionAll of these things could have been done immediately had she brought them to our attention Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) At least you admit the problem with the mattress, the shower curtain, and overall condition of the trailer and it's great you took care of the problems for future rentersI don't see, however, how this helps usWe wanted to have a good vacation in the trailer and we truly did try to make the best of it, which is why we stayed a night instead of bailing right away We bought a generator (watts), drove from Austin and unloaded everything from our car, We TRULY wanted to give the trailer a chance and did everything possible to do soWe moved the foam mattresses over to the shabby main bed, cleaned the place up (shouldn't a rental trailer at least be clean before it's delivered?) and carried onBut after everything we already dealt with our first night in the trailer,we reached our limit when we ran out of water after hours (of which we spent sleeping!)We don't believe the tank was full, as we were toldThere is no way we would have used up gallons of water with short showers, hand washing after using the toilet, and washing a few dishesWe had no way to refill a gallon tank! The mouse droppings were disgustingAs for the black and molded shower curtain and shower floorwhy did it take a customer to tell you to clean it? It was so nasty and unsanitary! And what about the security issues? Why would you close a window with a bungee cord (which was so loose it hung down on the mattress)? Would you let your family stay in a place so easily accessible to crime? The running board right outside the window and next to the bed, made it easy for someone to climb in and rob our belongings while we were gone, or worse, come in while we were asleep and attack usDo you not see anything wrong with this scenario? The step to the ground from the trailer is a short way down? NO, it isn'tIf you think this is the case, you are delusionalMaybe if we were young, it would be easy to get into and out of the trailerIf you think this is true, you should advertise the place for rent only to those who are agile, young and able to jump out of a trailer, because it is not a short way downYou really should do the right thing and refund our moneyI would be very embarrassed in your positionI have also attached picturesThe picture of the window shows the bread twist tie we had to use when the bungee cord fell off Final Business Response / [redacted] (4000, 9, 2015/08/19) */ As I stated before the customer did not notify us of the problem until late the next day when she asked to check out early and refund her money for the remaining days which we didHad she notified us of her concerns sooner we would have taken action immediately to rectify the situationEven if that meant an immediate move out and refundWe have shown that we are willing to do so She stated, "we truly wanted to give the trailer a chance." That was a decision that she madeAs shown in our agreement to refund the remaining nights we do not want our guests to stay in a situation that they are not happy withWe do everything possible to rectify customer concerns while they are staying with us which we did by complying with her requests She chose to stay in the trailer for the first nightShe made an agreement to check out and have the remaining balance refunded which we didI believe that the customer should take responsibility of her agreement and her lack of action in notifying us of her concerns in a timely mannerRenegotiating an agreement after the fact is not right