ComplaintsforNewfoundland RV Rentals

• Initial Complaint

  18/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We (4 kids, 4 adults) rented (1) 31' RV for (7) days, Sat. July 30 - Sat. Aug. 6, 2022, paid $4,887.50. The RV was not in full working order when we received it. The fridge/freezer wasn't working, radio/backup camera didn't work, black water sensor was showing full and company couldn't fix it. Bathroom door latch/frame was broken (door would fling open when driven), blinds were held up with cardboard, (3) screens missing, awning gone. Company asked us to go to their garage to see if fridge could be fixed. We agreed and went with them but it could not be fixed. Then they asked if we could use our vacation time to drive over an hour away to fix the fridge. To temporarily solve the problem we purchased an electric cooler which the company promised to reimburse us for (now they are saying it's included in the $3k refund). Within 44 hours of having the RV; the engine battery died, A/C stopped working, the engine would shake at 60-80kms/hr, made a strange sound and check engine light came on, all fresh water drained from the tank. The company sent us to a mechanic who confirmed the 2nd piston in the engine wasn't firing. They couldn't fix all the issues but got it so it was ok to drive. We made plans for the RV to be returned back to the company for 2 days (Tues.Aug 2 & Wed.Aug. 3), to be returned back to us after that for the remainder of our trip. The company never returned the RV and offered us a partial credit of $3,000.00 and a drive back to St. John's. They did offer for us to stay in their motel outside of the city for free, but with 3 days left in our trip, sitting in a motel without a way to get around and not being close to attractions wasn't a good solution for our family. At minimal, we feel a full refund of the RV should be paid back to us (Invoice# INV1562, $4,887.50). The RV had many issues when we received it and it only got worse. The company gives themselves no time between rentals and makes it the customers issue to deal with while on vacation.

  Business response

  29/08/2022

  We contacted the customer ,acknowledged the dificiencys and offered up the following 

  1)we sent 2 vehicles and drivers to pick up 8 passengers. (Even though at the outset we informed miss grego that 8 was too many passengers for this rv. (We have supporting texts)

  2) we refunded 3000.00 which was 1000 more than the contract allowed for 

   

  3)we offered up free hotel rooms for the whole group at our motel located 25mns outside the city of St. John’s. 

   

  4)offered the remainder of their full contract in a credit applied to a future rental. (This was declined)

   

  we feel we acted in good faith in spite of the problems and that’s our final position on this matter. 
  

   

  As an aside this customer gave us bad reviews and also had relatives give bad reviews on the same incident which made it look like it was multiple problems by different customers. 
  

  99% of our reviews are great and we pride ourselves on that. 

  Customer response

  06/09/2022

  Good morning,

  
  

  Please accept this as my reply back to complaint # 17730093.  Unfortunately, due to computer issues I was not able to respond until now.

  
  

  In response to Newfoundland RV Rentals message I would like to start by saying we asked permission if 8 ppl could rent one 31' RV and was told it would be uncomfortable but nothing about it not being allowed (see attached).

  We went out of our way to return the RV back to the company to repair it for Aug. 2 + 3.  The fact that the RV had so many issues and wasn't kept in good working order AND wasn't returned back to us to complete our trip (Aug. 4-6) was 100% the fault of the RV company.  They would not have needed to drive us to St. John's had they not neglected the vehicle and maintained it properly AND had they returned it back to us within the given time of 2 days (see attached).

  We do not have any future plans of returning back to NFLD so the RV credit is useless to us. Please provide a full credit card refund for the balance of $2,174.98. (RV INV1562, $4,887.50-3,000.00)+(electric cooler $249.99+HST=$287.48).

  
  

  Thank you for your assistance with this complaint.  Please do not hesitate to reach out to me if you need anything else.

  Thank you,

  *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩