ComplaintsforHappy Trails RV Center, Inc

• Initial Complaint

  07/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented an RV from this company. It was a horrible experience and the state of the camper was not okay. The canvas smells really bad..so bad you cannot stay in there, the wall along the bed was rotted so bad and crumbling, did not hold any water and no holding tank plug, the refrigerator doesn't work right and did not get cold, the AC did not work right, the floor has soft spots and the cabinets are splitting. We returned the RV early because of the issues. I asked the employees to speak to the manager. They said he would not talk to me because the camper was not due back yet. The company completely avoided me and did not listen to my issues nor provide a resolution.

  Business response

  07/27/2021

  Complaint ID #********
  
  Dear Sirs:
  
  I am writing regarding the complaint submitted concerning the rental of a travel trailer, 2015 Spree 18RBT Hybrid (the beds are tent beds) that was picked up on July 17, 20212 (see Article A). The renter was given a complete walk through of the travel trailer. At the time of pickup, the refrigerator was cold and working properly (it was running off gas). The refrigerator was working and very cold upon the day of return. The refrigerator has been tested on gas and electric and found to work properly.
  
  We have had several people go out and see if they smelled anything uncommon with the canvas, no one smelled anything. The only smelled they complained about was the sewer smell coming from a full black tank (the renter did pay for Pre-paid dumping, Article C).
  
  The walls were videoed before picking up (see: Article T, before video) and no damage was found on any wall’s, floor, or cabinets. The unit was videoed, and pictures taken upon returning of the rental (see; Article’s D through S, and Article’s U and V, after video’s) there was no damage found to wall’s floor or cabinets. Please also note while the renter had the unit, they did not contact me at anytime about any of these concerns, either by phone, email, or text.
  
  Addressing the issue why I didn’t go out when she returned the unit, she was one day early, and I was on the phone with a customer. Even through they return the unit early they are not entitled to any refund, (see Article B, paragraph 14, clearly states “Lessee agrees that no credit or refund will be given if the rental vehicle is returned prior to the expiration date of this contract and in such event, Lessee will still be required to pay all charges as if the rental vehicle were returned at such expiration date”.
  
  It is always our hope that every customer goes and come with nothing but fun in between.
  
  Article B, Paragraph #7 of the Terms and Conditions of rental clearly states that, “Failure of drive train components only will constitute a breakdown” and that, “Failure of any other RV component will not be considered for reimbursement.”
  
  However, their patronage is very important to us.  I have sending them a gift certificate good for one night’s rental on the motor home or travel trailer of their choice. This gift certificate is valued at up to $265.00 dollars depending on the unit that they choose and can be used at any time. I have also credited their $200.00 damage deposit back to their credit card.
  
  I’m sure you are aware that our rental units belong to individuals and that we are under contract to strictly adhere to the terms and conditions of rental that the renter signed on their departure date.   

*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. ↩