ComplaintsforRVshare

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We booked an RV through this company for pick up on the 8th of September 2024. This is our first time renting an RV from this platform. Upon picking up RV seemed to be ok but looked more worm down than the pictures. well we took it since it seemed ok, we r not rv experts. Droved to our home which is about 60miles, then we wanted to check central AC to make sure it was ok. We live in southern California high desert which heat can beat 110 during day time. Well generator started to turn off itself and service light came on. Contacted the owner of the rv through app but no response. Contacted rvshare to get the solution and was told basically couldn't do anything. Told us to just wait for owner to respond. Well we couldn't go through desert so had to postponed our trip till next day.Next morning around 5 am, rv won't turn on anymore. Call rvshare and their roadside assistance but none were helpful. I called my own triple AAA to come check it and 2 different technicians said bad battery but more than that was alternator was dying. They said we shouldn't be driving it. I finally got hold of the owner and was told "well you go fix them"I'm not the owner and nor will I spend my time fixing his rv so long story short I drove it back despite mechanics said not to. Then dropped it at the owner house.This was less than 15hrs and we didn't get to use at all. Then both rv share and owner charged for 2 days which we didn't even have it for more than 15 hrs.I hope a full refund from this company or I will seek out other legal remedies for unfair business practices.

  Business response

  07/24/2024

  Thank you for the opportunity to respond to the complainant. I apologize for your experience, and I am unsure why the reservation was reduced to two days instead of being refunded, but I have processed a full refund for those days. It may take 2-5 business days for your financial institution to post the refund to your account. 

  Customer response

  07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had a rental agreement with ** Share and their local partner Quest ** --(Rental Agreement TXQU01-2148) from 5/10/24 to 5/12/24. This was for a 2023 Sunset Sunray --License *******. Upon return of the *** the mechanical function of the tongue jack ***** failed and the hitch was unable to be detached from the tow vehicle. The ***** spin but would not raise or lower the ***** This was on Sunday, May 12 in the rain and I was stuck at Quest *** unable to detach the ** from my vehicle. Someone from Quest ** did show up and remove the ** using a forklift. I felt a discount and an apology would be the right thing to do, but instead ** Share charged me $259.13 to replace the faulty part. I had nothing to do with the mechanical failure of the tongue jack *****. The ***** was sealed and I had no access to it. I asked for copies of the inspection report showing I caused the damage, and invoices for the work completed and no written documentation was provided. ** Share hid behind their Terms of Service Agreement and charged my credit card. I was told by ***** at ** Share: "I am not able to send you the invoice for work completed. RVshare does not require confirmation on repairs. The estimate has the personal information of the owner. I can only advise of the payment made of $259.13." To further confuse things, before the chargeback I incurred, I received the following email on 5/15 at 11:15 am CST: "Hi *******,Quest let us know that there are no overages or post trip charges to report for your rental. Therefore, were releasing the credit auth on your security deposit in full. Please allow up to ten business days for the return of these funds to process. We appreciate you using RVshare and hope you had a wonderful trip! "I feel this is an owner's responsibility and the owner should incur the cost of the repair. My remedy is to be credited back the $259.13 that was charged to my CC.

  Business response

  07/09/2024

  Thank you for the opportunity to respond to the complainant. To start, to give a little context on the information an adjuster has to use to make their determination, the renter is responsible for all parts of the unit while it is in their possession, and in this case, the **** was working when possession was taken, and not working when it was returned. However, the owner is responsible for any mechanical failures, and internal parts of the **** were broken, but I did not see any external damage as if something was hit, etc. That said, the unit is also less than a year old, so random mechanical failure, while not impossible, is also not likely. This is all to say that I am unsure what happened, but both outcomes are feasible. I am not a licensed adjuster, so I cant comment on the decision process the adjuster took, but the complainants argument of this being mechanical failure is compelling enough for me that I have issued them a refund for the amount they were charged for the damage. It may take 2-5 business days for the complainants bank to post the transaction to their account. 

  Customer response

  07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  RVShare failed to protect the rights of the owner of the *** We used this site to rent our ** to renters. The renter broke our generator when they rented the *** We filed a claim with pictures and were denied to have it fixed. The renters agree to maintain insurance for this reason. We are unable to rent out the ** until this is fixed.

  Business response

  06/26/2024

  Thank you for the opportunity to respond to the complainant. I am not a licensed claims adjuster, so I cannot respond regarding the settlement decision by the adjuster. However, I will escalate the claim with our claims team to have the settlement decision reviewed again by another adjuster or supervisor. 

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 28th we booked an ** through ** Share to be picked up on May 30th in ********** SC. The ** we rented looked to be in top shape and did have nice reviews. We live in ********* and traveled 1500mi to ********** SC. to pick up the ** and start our family vacation. . On May 29th we were in contact with the person renting us there ** on ** Share and we went through some items that were to be in the ** and also pick up instructions. During this conversation She stated that she would not be present upon pick up but would be available by phone if we had questions. When we arrived to a Town Home/Apartment complex we found the **. The first problem I noticed was the Weight distribution Hitch bolts were loose and it was missing a part. Upon inspection of the ** we immediately noticed that the rear electric jacks were tore off and missing, the electric motor was being held on with Blue painters tape. Long story short this ** was unable to be used and we were stuck in SC for 8 days with know where to stay. Upon the realization this ** was not roadworthy we tried several times to contact the owner with no response. After many attempts we contacted ** Share and they began to make contact with the owner. We ended up having to search and find a new rental with an ** ************** The main reason for this complaint is that we have had to contact ** Share 6 times as of June 13th to try and get our money back $1,410.60 to no avail. I have been in contact via email 3 times and by phone 3 times. Every time I'm on the phone they put you on hold numerous times while they pretend to contact management. Every time I am assured that we will be refunded but after 15 days, no luck. I have asked to speak to a supervisor but they say there not in the office. So all the times I'm put on hold so they can discuss with the supervisory team is bogus because there not even there.

  Business response

  06/17/2024

  Thank you for the opportunity to respond to the complainant. The complainant was already issued a full refund per our worry free guarantee. I apologize it took longer than usual to process. The weeks heading into the 4th of July we have extremely high volume that unfortunately can lead to it taking a little longer than usual to get requests reviewed. However, again, the full refund was processed a couple of days ago. It may take 2-5 business days before the complainants financial institution posts the refund to their transaction history. 

  Customer response

  06/18/2024

  Complaint: 21844063
  
  I am rejecting this response because:
  It took me sending 17 emails to finally get my worry free refund and still have not had any management reach out after I was promised **** would. RV Share is a horrible company to work with and because you do not properly make sure that RVs rented on your site are roadworthy, it ruined our trip and cost us $100s more dollars because we were 1500 miles from home with no place to stay. Do a better job making sure what people say and post on your site are true.
  Regards,
  
  ***********************

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I attempted to make a reservation to rent an RV and it be delivered. I spent 2 hours over the span of 4 phone calls trying to get information into the system. This AM less than 12 hours ago it went through and I was made aware now I have to purchase daily trip insurance so I have attempted to cancel. Per their cancellation policy if the reservation is less than 24 hrs old a full refund is made. Now they want to charge me a service fee $56. Their own policy states this will not happen. I escalated the matter and they will not return my call. Was told no supervisor is available. I have emailed and I have called. I want this reservation cancelled and a full refund. The owner and I have worked it out and they have even requested I get a full refund. RVShare the company is dishonest and now avoiding me to try to unlawfully take money.

  Business response

  06/17/2024

  Thank you for the opportunity to respond to the complainant. There is no service fee charge for reservations cancelled due to ID verification or insurance declines. The renter called us at 2:19pm EST and asked to speak to a supervisor. One was not available at that exact moment, but one did call the renter back at 5:15pm EST and explained there was no service fee charge and cancelled the reservation and issued the renter a full refund. However, in that less than 3-hour window of time, the renter filed this BBB complaint and, according to their email, also filed an FTC complaint.

  Customer response

  06/17/2024

  Complaint: 21834528
  
  I am rejecting this response because: this did not take place inside of 4 hours this took a day and a half. Perhaps the company needs to teach their customer service to not tell people they wont be refunded after quoting the refund policy. It would prevent such actions from having to occur. However that said I was ultimately refunded after escalating this matter. 
  
  Regards,
  
  *************************

  Business response

  06/26/2024

  I see the calls and emails asking for help with the screening process, but I was referencing the request to have a supervisor call you back. If you had asked previously and I missed it in the notes I apologize. The complainant was fully refunded at the time the supervisor returned their call. 

  Customer response

  06/26/2024

  Better Business 

  satisfactory resolution/terrible business practice. 
  
  Regards,
  
  *************************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a complaint against ** Share regarding the rental experience my family had from May 02 to May 06, 2024. Our trip was severely impacted by ** Shares negligence, resulting in significant safety concerns and financial burdens unjustly placed upon us. On May 02, 2024, one of the ** tires exploded while en route. The tire was old, expired, and had multiple cracks, indicating severe negligence in maintenance. Due to the lack of advertised 24/7 roadside assistance, we were forced to drive the ** to the nearest tire shop, putting my family, including a 5-month-old baby and a 3-year-old toddler, in a perilous situation. This failure to provide promised support services constitutes a breach of contract and negligence. After contacting ** Share and speaking with *************************, it was revealed that the ** owners were aware of the tires' poor condition and had ordered replacements which had not yet arrived. Despite this knowledge, they allowed the ** to be rented out, demonstrating gross negligence and endangerment. Despite creating a claim for damages under ** Share's guidance, the owners reimbursed us for only one tire, refusing to cover the full expense. Under Florida Statute *******, it is unlawful to operate any vehicle in such an unsafe condition as to endanger any person. The rental of an ** with visibly damaged, expired tires directly violates this statute and places liability on both ** Share and the ** owners for any potential harm or accidents caused by such negligence. ** Share is not taking any accountability or responsibility for their negligence, and their lack of response to our requests for a fair resolution has led us to file this complaint. Thank you for your immediate attention to this serious issue.

  Business response

  06/20/2024

  Thank you for the opportunity to respond to the complainant. I apologize for the length of time its taking to respond. Since this situation involves our roadside provider, as well as the claims adjuster and policy underwriters, it is taking some time to get all the information I need from them to give a complete and thorough response. As soon as I do I will respond. Again, sorry its taking longer than expected. 

  Customer response

  06/21/2024

  Complaint: 21819548
  
  I am rejecting this response because: They have not provided a solution to their negligence. 
  
  Regards,
  
  ******************************************

  Business response

  06/26/2024

  Thank you for the opportunity to respond to the complainant. Again, I apologize for the experience the complainant had, and the length of time it took me to get the information I needed. I have gone and processed the full refund the complainant requested. It may take 2-5 business days before their financial institution posts the amount to their transaction history. 

• Initial Complaint

  05/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction: June 12, 2023 Amount deposited for the rental of the Recreational Vehicle (**): $1,038.44 of which $820,94 was for the rental fee and $217.50 was for a Protection Plan.RVshare was to rent me a Recreational Vehicle from June *****, 2023 The dispute was that I called to cancel and was notified that I could not do so... I had to purportedly cancel within 24 hours, which I did. RVshare notified me that perhaps I could talk to the ** owner and try to rent her vehicle later on in the year, otherwise I'd lose my money. I spoke to ** owner and gave her other dates that I would be able to work with to no avail. A few days later, RVshare wants to know how was my experiece in renting the ** and that the owner indicated to them that there was NO DAMAGE to her **... I never got to even see the **, let alone drive it.Reservation #********

  Business response

  05/08/2024

  Thank you for the opportunity to respond to the complainant. RVshare is a peer-to-peer platform and all agreements through the platform are between the renter and the owner. Each owner determines what their cancellation/refund policy is and the renter agrees to that policy when they enter into an agreement with the owner. In this case, the cancellation request occurred outside of the cancellation policy. The complainant did not purportedly have to cancel within 24 hours. The owner said to the renter in the messages that they thought the policy gave them a 24-hour grace ******* but it does not. It does for reservation made well in advance, but for last minute reservation that are made less than a week prior to the start date, the grace ****** is one hour. In this case, the renter made the reservation 4 days prior to the start date, and thus the grace ****** was one hour. In such a situation, we cannot process a refund without the owners ********** or else we would be violating our own terms of service that we will uphold the cancellation policy. That said, the complainant is correct that one solution in these scenarios if the owner does not grant ********** to disregard the cancellation policy is to rebook for other dates. I am unclear as to the comment that the complainant stated they gave the owner other dates that they would be able to work with to no avail. In the messages on our platform, and in the RVShare communication thread document the complainant submitted as evidence, you can see complainant requested that the owner change the dates to 8/11 8/14, and in under 30 minutes the owner confirmed they would, and then sent the complainant the changes through the platform. You can see that the renter can see that they owner has complied with their request and the renter is presented with the dates changes to either accept or decline. The owner then followed-up again, and messaged the complainant and reminded them to accept the date changes. That was 11 months ago, and as you can see, the complainant never accepted the date changes, and never responded to owner, or us, ever again.

  Customer response

  05/16/2024

  Complaint: 21641234
  
  I am rejecting this response because:  RVshare wanted me to rate my experience in renting the ** purportedly rented to me when I didnt even saw said **? How can an entity and their ** renters lie about renting a ghost rental?
  
  Regards,
  
  ***********************

  Business response

  05/27/2024

  Thank you for the opportunity to respond to the complainant. The request to rate your experience renting the ** was not a lie about renting a ghost rental, it is an auto generated request by a computer program. The complainant booked an **. They never actually cancelled the reservation as they were working out other dates with the owner. However, they also never accepted the date changes they requested from the owner. As a result, the computer program sees a booked ** with a start and end date, the end date passes, the reservation was never cancelled, and the date changes were never accepted, and thus, the computer program assumes the reservation was completed and sends a request to rate the experience. That is why they received that notification.

  Customer response

  06/13/2024

  Complaint: 21641234
  
  I am rejecting this response because:
  

    As I had stated before, the documents I sent indicated that I cancelled my transaction the next day.  How can I cancel 30 days in advance? Also, the fact that the ** owner indicated to the business that I had rented her **?  How can that be when I did not even see said vehicle? The business also sent me notification that I did not owe them anything because the ** I purportedly rented was intact...  Again, to me the ** owner and the business are taking advantage of us people that are not into technology and are senior citizens...  Please help intercede between I and said business
  Regards,
  
  ***********************

  Business response

  06/17/2024

  Thank you for the opportunity to respond to the complainant. RVshare is a peer-to-peer platform and all agreements through the platform are between the renter and the owner. Each owner determines what their cancellation/refund policy is and the renter agrees to that policy when they enter into an agreement with the owner. In this case, the cancellation request occurred outside of the cancellation policy grace ******* In such a situation, we cannot process a refund without the owners permission or else we would be violating our own terms of service and the owner would have legal grounds to recoup those funds. As the complainant previously stated, one solution is to rebook for other dates. The complainant requested that the owner change the dates to 8/11 8/14, and in under 30 minutes the owner agreed and sent the complainant the changes. There were no special technological skills or steps needed to accept those changes. It was sent to the complainant in the very same messages thread where they had asked the owner to change the dates. The owner even sent a follow-up message in that very thread reminding them to accept them changes. That was a year ago, and the complainant never accepted the date changes, and never responded to owner, or us, ever again. Also, as previously stated, the owner did not indicate to us that the complainant took possession of the *** Those are auto generated messages sent by a computer program. Because the complainant never accepted the date changes, date changes that they requested, the computer program simply sees that the reservation end date has passed, that it was not cancelled by the renter, and that the dates of the rental were never changed, and therefore it sends an automated rental complete message. 

  Customer response

  06/20/2024

  Complaint: 21641234
  
  I am rejecting this response because:
  

  Please see attached.

  
  Regards,
  
  ***********************

  Business response

  06/26/2024

  As a peer-to-peer platform, the owner chooses which ************ policy they will use. While the cancelation policy does have language about what happens if you cancel 30+ days out, 14+ days out, or less than 14 days out, they all also contain the following language, For all bookings made seven (7) or more days prior to the rental start date, there is a twenty-four (24) hour grace ************ period wherein the Renter will be entitled to a refund of all monies paid. For all bookings made less than seven (7) days prior to the rental start date, there is only a one (1)-hour grace ************ grade period wherein the Renter will be entitled to a refund of all monies paid. So as explained in the initial response, this complainant did not have to cancel 30 days in advance because they booked the ** just a few days before the start date. However, the complainant did not cancel within the grace ******* and thus, as previously explained, we cannot issue them a refund without the owners permission or else we would be violating the owners ************ policy that the complainant agreed to. If we did, the owner would have legal grounds to come right back and recoup those funds. In addition, when the complainants plans changed, and they realized they were outside of the grace ******* they requested that the owner instead change the dates to 8/11 8/14, and in under 30 minutes the owner agreed and sent the complainant the changes. There were no special technological skills or steps needed to accept those changes. It was sent to the complainant in the very same messages thread where they had asked the owner to change the dates. The owner even sent a follow-up message in that very thread reminding them to accept them changes. Again, that was a. year ago, and the complainant never accepted the date changes, and never responded to owner, or us, ever again. Also, as previously stated, the notifications the complainant is referring to are auto generated messages sent by a computer program. Because the complainant never accepted the date changes they requested, the computer program simply saw that the reservation end date has passed, that it was not cancelled by the renter, and that the dates of the rental were never changed, and therefore it auto sends those emails and notifications.

  Customer response

  06/28/2024

  Complaint: 21641234
  
  I am rejecting this response because: on the June 13, 2023, email thread with the ** owner, the changes to my future reservation were to be from 8/11/2023-8/14/2023.  You will then notice the page immediately following said thread that I responded to her, stating: "Reschedule my trip to August ***** please!  Thank you in advance."  Later that night, at 8:17 PM, ** owner responded that both of her units were already booked...  On June 15, 2023, at 6:41 AM, the ** owner offered to change my reservation again...  Since I RESPONDED to her about new dates, that same day at 10:37 AM, ** owner responded that she'd "send the changes in a few minutes."  That same day, at 11:14 AM, ** owner sent me an email to "accept the changes of the reservation as requested."  That same day, at 1:00 PM, I answered "Yes please and thank you!"  I did indeed tried working to change my reservation date to no avail.
  
  Regards,
  
  ***********************

  Business response

  07/08/2024

  As a peer-to-peer platform, the owner chooses which ************ policy they will use. The cancelation policy for bookings made less than seven days before the start date of the reservation states For all bookings made less than seven (7) days prior to the rental start date, there is only a one (1)-hour grace ************ grade period wherein the Renter will be entitled to a refund of all monies paid. So as explained in the previous responses, this complainant made the reservation less than seven days before the reservation start date they chose and they did not cancel within the grace ******* and thus, as previously explained, we cannot issue them a refund without the owners permission or else we would be violating the owners ************ policy that the complainant agreed to. If we did, the owner would have legal grounds to come right back and recoup those funds. In addition, when the complainants plans changed, and they realized they were outside of the grace ******* they requested that the owner instead change the dates to 8/11 8/14, and in under 30 minutes the owner agreed and sent the complainant the changes. There were no special technological skills or steps needed to accept those changes. It was sent to the complainant in the very same messages thread where they had asked the owner to change the dates. The owner even sent a follow-up message in that very thread reminding them to accept them changes. Again, that was a year ago, and the complainant never accepted the date changes, and never responded to owner, or us, ever again. Also, as previously stated, the notifications the complainant is referring to are auto generated messages sent by a computer program. Because the complainant never accepted the date changes they requested, the computer program simply saw that the reservation end date has passed, that it was not cancelled by the renter, and that the dates of the rental were never changed, and therefore it auto sends those emails and notifications.
  

• Initial Complaint

  04/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We reserved an RV through the service to be delivered to a campground and paid in advance. We showed up, but the camper did. We called customer service, they tried to get in touch with owner, but he was unresponsive. They then canceled the reservation. We were stuck in the middle of nowhere and had to rent a room for the evening costing us $110. The refused to honor their posted guarantee.

  Business response

  04/22/2024

  Thank you for the opportunity to respond to the complainant. Im sorry to hear about your experience. Please attach a copy of the room invoice and I will escalate your case. 

  Customer response

  04/23/2024

  Complaint: 21588926
  
  I am rejecting this response because:
  
  Regards,
  
  ***********************

  Business response

  04/30/2024

  Thank you for attaching the receipt. A member of our team will reach out to you to confirm your mailing info to get this out to you and again, Im sorry this owner no-showed. That is certainly not the experience we expect our renters to have, or behavior we expect from our owners. We will be addressing that with their account manager. 

  Customer response

  05/06/2024

  Complaint: 21588926
  
  I am rejecting this response because:

  There is no indication they will be reimbursing me.  They only state the will reach out for my address.  Please have them put in writing what they plan as a resolution.
  
  Regards,
  
  ***********************

  Customer response

  05/13/2024

  Complaint: 21588926
  
  I am rejecting this response because:
  RVShare finally agreed to send me a reimbursement for a reservation that was canceled because the owner did not show up. However they bounces the check they sent to me for the reimbursement.
  Regards,
  
  ***********************

  Business response

  05/24/2024

  Thank you for the opportunity to respond to the complainant. I apologize for the mix up. The replacement check was sent via overnight mail and delivered on Thursday, May 23, 2024.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  RVSHARE.COM reservation # ******** I Prepaid $1,307.37 to rent an ** 3-14-17th 2024 I prepaid for **, delivery, ***************** package plan ($1,031.37 ** + Insurance)= TOTAL PREPAID $1,315.70 Receipt#****-4993 on 3-13-24 I arrived to location at night & quickly realized the owners must have decided it was "ok" to deliver a entirely different ** then my prepaid ** COMPLAINT: " ************** without prior knowledge or agreement I looking for hours until I found an ** I wanted to book. There was NO beautiful FIREPLACE, NO SOFA to spread my legs and stretch out on, NO SEPARATE ENTRANCE DOOR from the outdoors directly into the BATHROOM so I could clean everything before entering the living quarters, the FLAT PANEL TV was smaller, NO 2 SINKS in the kitchen as promised, NO OUTDOOR GRIDDLE and REFRIGERATOR as paid for, NO 2 BUNK BEDS w/private curtain room, etc! The ** I received was much smaller & definitely NOT 31' feet long, it was NOT spacious or roomy!I emailed & filed a complaint w RVSHARE.com 3-25-24 and again on 3-26-24 followed up with a few emails from the ** Owner. ***** wrote he thought I would be "happy" with trailer he delivered. I NEVER was asked nor did I agree to the "SWITCH" I was never even asked. I didn't know about the ***** N SWITCH" until after I had arrived on site and noticed trailer a sml trailer set up & unoccupied. I requested 100% refund from the owners. Owners countered " $0.00 refund" HORRIBLE EXPERIENCE! event was a memorial tribute in honor of a Marine. There has been No Resolution to date and its almost a month. IMPORTANT PLEASE NOTE: ** Trailers, much like cars, have their own **************** Plates individual. SUBSTITUTION w/o getting both parties to agree prior is a ***************** hazard!** Reserved&paid for: 2022 Forest River Salem Cruise #***BHXL Lite, 31' feet 9"L ** that was substituted out and delivered instead w out 2 parties mutually agreeing, w/o/ 2 party consent:2023Keystone **passport SL229RK

  Business response

  04/16/2024

  Thank you for the opportunity to respond to the complainant. I apologize for the experience you had. I do see an open dispute has been filed with our team. Ill follow-up with them to get this resolved and settled ASAP.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am submitting a complaint against RVShare for significant issues with their ** rental service, resulting in considerable financial loss and distress.Original Trip Details:Dates: April 4-10, 2024 Route: *******, ** to ******, ** We encountered severe mechanical failures an hour into our journey, with smoke and a burning smell from the *** We stopped in ******, **, and contacted RVShare's roadside assistance. Their response was slow and unhelpful; they confirmed a tow but no immediate repair. The towing was delayed over two hours past the promised 90-minute ETA, causing us to miss our campground check-in and incur additional costs for hotel accommodations and transportation on a busy Texas weekend.Customer Support and Refund Issues:Attempting to cancel the booking and obtain refunds was confusing and frustrating. Direct communication with the ** owner and RVShare yielded contradictory information regarding refunds and cancellation procedures. Promised callbacks from supervisors due to "technical issues" in transferring calls never occurred.Financial Impact:Total Rental Cost: $2,694.25 ** Rental: $1,646.00 Service Fee: $162.95 Insurance: $806.30 Additional Driver Fee: $79.00 This experience caused not only financial strain but also significant stress and disappointment, ruining our planned vacation. The lack of accountability and inadequate customer support from ********************** is alarming.I urge the BBB to investigate RVShare's practices to prevent future issues for others. Further actions, including contacting the state Attorney General and disputing charges with my credit card company, are being considered.Thank you for your attention to this matter.

  Business response

  04/16/2024

  Thank you for the opportunity to respond to the complainant. In reviewing the reservation, I see notes that the owner stated they spoke with the mechanic and the ** was deemed OK to continue on the trip. So I just need a little more information from you please. Was the ** inoperable for the duration of the trip? Or for a few hours? A few days? Any additional information you could provide would be helpful. 

*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. ↩