Complaints

This profile includes complaints for RVshare's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  RVshare

  609 Castle Ridge Rd Ste 202 Austin, TX 78746-5368

  
• 

  RVshare

  537 N Cleveland Massillon Rd Akron, OH 44333-2457

• 

  RVshare

  405 Rothrock Rd Ste 106 Copley, OH 44321-3146

• 

  RVshare

  PO Box 251 Bath, OH 44210-0251

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a reservation for an ** rental for July 2025 on February 24, 2025. At the time of booking the reviews were hidden by ** share (only visible as 7 reviews with a 5 star rating but could not see the reviews). I got a bad feeling about the ** and reached out to ** share to ask why I could not see the reviews. After much time wasted by Chat and Email they finally resolved the issue and the Reviews appeared and they were bad. The most recent review from last month was a 2/5 and stated the rv was not as advertised in MANY ways. I called ** Share to cancel and request a full refund because the camper was not as advertised and they refused and told me I had to pay the service fee. They said that if I went to pickup the camper in July and it was not as advertised they would assist me at that time. What a joke, who would accept that. They stole $85 from me and are allowing people to misrepresent listing on their website.

  Business Response

  Date: 04/07/2025

  Thank you for the opportunity to respond to the complainant. I have already processed a refund of the service fee, which may take 2-5 business days before your financial institution posts it to your account. However, I would like to add a little context so you dont leave this interaction thinking anything nefarious occurred. When cancellations occur, the service fee is non-refundable because while the reservation itself may have been cancelled, we have already paid multiple vendors and fees to make the reservation happen that cannot be recouped. For example, for your reservation, we had to pay a fee to process your payment. We paid to have your identification verified. We paid to have your background check done. We paid to have a protection policy underwritten for you. And then when you cancelled, we paid to process the refund back to you, and paid to have the protection policy cancelled. This is not an admonishment or an attempt to make you feel bad, etc. I am only mentioning this so that you, or anyone else that reads this, understands that the service fee is nonrefundable not so that we can make money, but rather to try and offset some of the costs and fees weve already incurred to book this reservation. 
  
  As for the reviews, there was a bug identified around the time of this reservations that if a very specific series of events occurred the reviews for that owner were not expandable, which has been corrected. However, you did book the ** without being able to expand the reviews. If you had called us before booking, we would have corrected it prior to you booking so you could see them. In addition, this is not a case where a bunch of bad reviews were being hidden. The owner you rented from has an average rating of over 4.5/5.0 stars. They have 13 reviews on our platform from past renters, with ten being 5-star reviews, one 4-star, one-3 star and one 2-star review. 
  
  Again, I have processed your service fee refund because there was a bug at that time impacting reviews. But to say we were hiding bad reviews, or that the ** was misrepresented when you never actually laid your own eyes on the **, or that we stole $85 is untrue, unfounded, and a total misrepresentation of what actually occurred. 

  Customer Answer

  Date: 04/08/2025

  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, its unfortunate it took filing a complaint to get the business to refund the fee as I tried to resolve it directly with the company.

  As a response to the review bug it is still to this moment being misrepresented as a 5.0 rating for this **, although now when you expand and view the reviews you can see this is not correct because there are 2 low reviews out of 6, but it still has reviews hidden as it only shows 6 of the 13 reviews you say are listed.

  Additionally the latest review from March of 2025 indicates there are several issues with the ** and it is misrepresented in the listing, I did not make the information up, it was posted on your listing.  

  Thank you for taking the time to respond and address the issue, I only wish it had been handled differently originally and it would have made the decision to do future business with this company different. 
  
  Regards,
  
  K Strike

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They keep blocking my account after it keeps getting ************* account manager keeps reopening it And then it gets blocked again and then he reverses it again.I would like for them to stop playing games.

  Business Response

  Date: 03/21/2025

  Thank you for the opportunity to respond to the complainant. The complainant has been banned from using our platform for violating our policies. I am not sure what conversations theyve had with their account manager that prompted them to reinstate the complainant's account, but they were not allowed to do that. As a result, the ban was reinstated.

  Customer Answer

  Date: 03/21/2025

  Complaint: 23054384
  
  I am rejecting this response because:

  I was unaware how to use your app in 2023 and the account was banned. The account manager **** ****** reinstated my account in 2024 and then you guys banned it again for no reason. Then he reinstated it again with permission from his supervisor.  He also put a note on my account that my account was reinstated by the account manager and it was not supposed to be touched again!! Then again it was banned for no reason and here we are. You were told by the manager not to touch it again. His supervisor gave him permission. Your company have very flawed practices. You may want to educate consumers and give them proper training instead of just banning them so they cant rent their campers anymore and end up losing money. With the miscommunication going on  between managers and customer service people it sounds like you have very flawed practices. Im going to have to insist that you untouch my account because you were told not to by the account manager and his supervisor. Your flawed communication isnt something Im willing to engage in. Its not my fault you guys reinstated my account three times back and forth. I was banned after reinstated for zero reason and for that reason you should honor your word and stop messing with my account!

   

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

  Business Response

  Date: 03/31/2025

  Thank you for the opportunity to respond to the complainant. We do not take banning users from our platform lightly. In fact, we ban very few people, and it generally takes numerous, not just one, violations of our policies to earn that ban. The complainant in this case has been banned from using our platform for violating our policies. Their account will not be reinstated. 

  Customer Answer

  Date: 04/01/2025

  Complaint: 23054384
  
  I am rejecting this response because: it will be reinstated I was told by your account manager **** ****** that you made a mistake and he himself reinstated it and it was mistake on your part to do so. I know two other people who have been banned for not knowing how to use the platform so your last statement is incorrect.

  I am still involved with making deliveries and pickups for other owners through rv share so no matter what you do I will still be getting paid from your company.
  and also my rvs are already on the platform with current rentals.

  There is nothing you can do but work together with me towards a common goal of making money together. You cannot ban me from rv share.

  your account manager stated that this wouldnt happen again.

  and also i believe this is retaliation for the initial BBB complaint. My personal rv share account worked fine until I filed the last complaint. You shall and will reinstate my account 

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

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a 1099k for thousands of dollars and I have done ZERO business with this company in 2024. They illegally accepted rv rental booking on my behalf and then when I cancelled them they said it was income and reported it on 1099. Again I had zero business with rv share and received zero dollars from the in 2024. They have refused to amend my 1099. You will and shall amend it and delete it.

  Business Response

  Date: 02/07/2025

  Thank you for the opportunity to respond to the complainant. In 2024, the owner accepted three reservations for this account. No technical issues were reported, nor were there any instances of reservations being booked automatically without the owner having either activated the instant book settings or personally accepting the reservations. For each of the three reservations, the owner had the 24-hour ***** period setting enabled, which allowed them to accept or decline the requests. All requests were accepted by the owner within that timeframe. One reservation was canceled by the renter, while two reservations were canceled by the owner following communication with the renters. By accepting the reservations, active bookings were generated on the owners account, resulting in income being transferred to their ****** account, which necessitates reporting on the 1099-K form. According to *** guidelines, the 1099-K form reports the gross amount of all reportable payment transactions for the year. Consequently, the total dollar amount indicated on the form reflects the complete sum of payments received through RVshare, without any deductions for fees, refunds, discounts, or other adjustments. There are no amendments necessary for the 1099-K form, as it has been correctly issued to the owner in accordance with the established *** guidelines. I understand the complainant may feel they should not have to pay taxes on cancelled reservations, and that very well may be the case. However, that is for the complainant and their tax preparer to work out. We are not tax professionals, nor can we offer tax advice for each individuals tax situation. We are simply complying with IRS guidelines as it pertains to 1099-K reporting.

• Initial Complaint

  Date:01/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rented an ** to be delivered for use for 4 nights. Rv was delivered unusable as it would approximately 20 degrees off camber in each plane. As I was unable to be present during delivery due to flight timing, was unaware until I arrived at the campsite that night. Due to poor cell and no internet service present, was unable to alert owner until end of trip. Spent multiple hours the next day levelling the ** myself. Due to unlevel nature the first evening, was took a fall in the **. No injury occured, though a small hole was put into the the side of the **. I offered to pay for the hole repair at the end of the rental term, though felt there should either be a discount to the repair price paid or a refund of a couple days of the rental costs as ** was unusable for 1 night and the time spent by myself levelling the unit the next day. RVshare took entire deposit for the repair, but has not been able to produce any proof of repair cost at my request. Owner of the ** has not returned any attempts to contact her. Claim was filed with RVshare multiple weeks ago with no response.

  Business Response

  Date: 01/20/2025

  Thank you for the opportunity to respond to the complainant. The complainant rented an ** from an owner on our platform. They were not present for the drop off of the *** They used the ** for four nights. At no point in time during the four days did they contact us, the ** owner, or roadside assistance. The complainant did not reach out to us to indicate they had any issues until they were charged by the owner for the hole they put in the wall, which was several days after the reservation ended and they had already used the ** for the duration of the reservation. We then informed them of the process to file a dispute if they felt they were not responsible for the damages and/or had other issues. During that process they could submit any evidence, communications, pictures, etc. they would like to substantiate their claims. The complainant said they would submit the dispute and evidence, however, they never did. They missed the dispute deadline and did not contact us again for another two weeks. We want all of our renters to have a great trip, and if they have issues to assist them. However, as a peer-to-peer platform, issuing a refund would mean taking that refund amount from the owners account. We cannot do that when the complainant submitted nothing that would substantiate any of their claims. The had no communication, submitted no evidence, and failed to submit the dispute. 

  Customer Answer

  Date: 01/24/2025

  Complaint: 22789637
  
  I am rejecting this response because:  as stated, there is no phone or internet service at the site, therefore submitting a complaint at drop off was not possible.  And with the owners residing hours from the park, we felt it best just to fix the issue ourselves instead of wasting an entire day attempting to contact the owner or customer service.  Yes, technically the dispute form was not submitted until a couple weeks later.  Though multiple communications were submitted prior to the deadline clearly explaining the issue and desire for a dispute, so RV share was well aware of this.  these are saved within the email communication thread with customer service.  Also, a complaint was filed just after the end of the rental with the owner, who never responded.  That is clearly seen within the original messages section of the app.  I admit I did not take pictures of us using a level on the RV.  Just fyi, people generally would like to enjoy their vacation instead of dealing with other people's s**** ups.  We're pretty adaptable people and it wasn't a catastrophic issue.  But you and the owner do have responsibility here.  So you can s**** me on a technicality, we just won't use your company again, nor will anyone we are ever in contact with. And be aware that you run an unethical business. 
  
  Regards,
  
  ******* ****

  Business Response

  Date: 02/03/2025

  Thank you for the opportunity to respond to the complainant. As a peer-to-peer platform, issuing a refund to a renter also means we have to pull the payout back from the owner. To do so we need something to substantiate the claims the claims the renter is making. Believe me, if something went wrong and it significantly impacted a renters trip and it was the responsibility of the owner (such as mechanical failure, lack of maintenance, etc.) I would love to help. But if we are going to withdraw money from an owner to refund to a renter there has to be more than he said/she said arguments to justify such action. In these cases, we look to what evidence there is to substantiate any claims being made. And unfortunately, in this case, there is no evidence to substantiate any of the claims so we cant just take the money back from the owner. The renter was not present at drop off. They took no pictures of the issue over the four days they were in possession of the *** They made no phone calls or texts or any form of communication regarding the issue while they had it. The renter says they had no service and had no ability to call or text anyone, and Ill take their word for it, but I will say they had the ** dropped off and set-up at the ******************, which hosts music festivals, has cell service, and offers wifi. They kept the ** for the duration of their trip and then asked for a full refund after their trip ended. Given the facts we know, and the lack of any information that can be substantiated in any way, we cannot justify processing a refund from the owners funds to this renter. 

  Customer Answer

  Date: 02/03/2025

  Complaint: 22789637
  
  Clearly you've never personally been to the music park.  There is notoriously bad to no service there, often requiring walking out to the main road to place a call or send a text.  The wifi is only provided at the main store and is more often than not so overloaded it does not function.  I do regret not taking pictures and do understand your viewpoint.  At the time I did not want to waste a significant portion of my vacation attempting to deal with the issue.  I also assumed the owner would be a little more honest, as it's not possible for her to be ignorant if the issue.  I can provide written statements from multiple other camp mates attesting to the condition of the rv when delivered if that helps.  Have you asked her what state it was in when delivered?  Maybe she'll actually admit to her mistake like a decent human being.  At the least, I would like my review of her rv deleted.  I won't leave a negative one, but she doesn't deserve a positive one. 
  
  Regards,
  
  ******* ****

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After attempting to rent an RV, I never received confirmation of my reservation. After 3 days of texting,emailing and calling they told me the camper was in fact reserved. By this time I had already attempted numerous times to cancel because I had not received a response. I also had to change my plans and rent from a different location. When they finally called me (6 days later) I was told there would be a fee charged for not cancelling within there 24 hour grace ******* I have all texts and e mails saved verifying I did attempt to cancel once I received the confirmation. They purposely delayed the response so they can collect there $300!

  Business Response

  Date: 01/14/2025

  Thank you for the opportunity to respond to the complainant. The complainant made two accounts on our platform, one with a typo in their email address. This is the cause for why the complainant feels no one was responding, because we were, but all emails were bouncing back as undeliverable. Once we got that all sorted for the complainant, we did inform him he would not incur a service fee upon rebooking and the service fee was refunded.

  Customer Answer

  Date: 01/14/2025

  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

  Date:12/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Its deeply frustrating that RVshare, a platform designed to facilitate trust between renters and owners, failed to take action when we were stuck with an unsafe and inoperable motorhome. Despite paying a significant amount through their service, the vehicle we received had critical issues, including a malfunctioning water pump, unreliable power systems, and a broken power stepproblems that made the motorhome not just inconvenient, but unsafe to use. Our repeated attempts to seek assistance from RVshare for a refund were met with inaction, leaving us to bear the financial burden of someone elses negligence. This lack of accountability undermines the very purpose of a trusted platform and leaves renters vulnerable in situations where their safety and experience should have been the highest ************* of transaction: Oct *****, 2024 Paid: $1,175.72 At first, the owner seemed accommodating, but it shouldve been a warning sign when we picked up the vehicle with only a quarter tank of gas and less-than-full propane. The owner promptly fixed that problem, but it was obvious that the ** was not properly prepped for travel and camping.Our biggest issue is that the water pump did not work and the power went off constantly. At one point, it got so bad we literally had to end our trip early. Also...Coffee grinds in cupboard No cap on bumper--sewer hose fell out and became unusable.Water pump progressively deteriorated until it needed resetting every ten seconds Fresh water indicator showed empty (but gray showed 1/3 and black showed empty)Power supply unreliable. Power would cut out, requiring us to start the engine just to reset it. No power meant no heat at night, and with two young grandchildrena 3-year-old and a 6-month-oldthis became an unsafe situation Another unsafe condition was the broken power step

  Business Response

  Date: 12/23/2024

  Thank you for the opportunity to respond to the complainant. When owners and renters using our platform have a disagreement on the condition of the unit, charges, overages, damages, etc., we do have a process to mediate these disputes. During the dispute process, both parties are allowed the opportunity to make their case and submit any documentation, photos, videos, text messages, etc. as evidence to support their claims. In this case, the owners version of events varies significantly from the complainants. However, during the dispute, the complainant provided no evidence to substantiate any of the claims they made. Without such evidence, the facts are that the complainant took possession of the unit, used it for the duration of their trip, and then only after their trip ended, did they ask for a refund. As a peer-to-peer platform, we cannot pull back an owners payout and refund the renter just because they say so. Since no evidence was provided to substantiate any of the claims, the renter is not entitled to a refund after having used the ** for their trip. 

  Customer Answer

  Date: 12/23/2024

  Complaint: 22714513
  
  I am rejecting this response because: some of RVShare's response is untrue and much of my original complaint is not addressed.

  Thank you for your response, though it remains unclear whether it is now too late to submit evidenceor if doing so would even impact the resolution at this stage. While I regret that I did not fully understand the evidence submission process during the dispute, I must emphasize that the core issue here was not a dramatic variance in reporting events but a difference in how an unsafe and unreliable vehicle should have been handled.
  
  
  Its important to stress that communication about the motorhomes inoperability and safety concerns was made to the owner throughout the trip. These issues included repeated failures of the water pump, unreliable power that left us without heat (posing risks to our young grandchildren), and a broken power step. These defects were not minor inconveniencesthey rendered the vehicle unsafe. The platforms response, however, seems to suggest that the burden rests entirely on the renter to both endure and then comprehensively document such unsafe conditions while on the road, even as communication about these issues was ongoing.
  
  
  This situation underscores a larger concern about RVshares responsibilities as a platform. The service advertises itself as a trusted peer-to-peer platform, yet trust cannot exist without safeguards against fraud and unsafe conditions. By allowing owners to rent out vehicles with critical defects and then refusing to address safety complaints adequately, RVshare undermines its credibility and puts renters in precarious situations.
  
  
  I hope this experience prompts RVshare to reflect on its policies and consider measures to ensure that vehicles listed on the platform meet basic safety and reliability standards. A clearer, more renter-friendly dispute resolution process would also ensure that genuine grievances, such as this one, are not dismissed solely due to a lack of evidence submitted within a vague or poorly communicated timeframe.
  
  Regards,
  
  ****** *****

  Business Response

  Date: 01/02/2025

  Thank you for the opportunity to respond to the complainant. It is in no way the sole responsibility of the renter to provide evidence and documentation. It depends on what is being alleged and who is doing the alleging. If the owner says the renter went over the allotted miles, well ask for before and after photos of the odometer. If the owner says the renter broke their stove, wed ask the owner for before and after pictures of the stove, timestamped. And an invoice for the cost to repair. ***. The same goes for renters alleging issues with the *** As a peer-to-peer platform, we have a vested interest in both renters and owners having a great experience. However, if a renter takes an owners unit, uses it for the duration of the reservation, and then, after the reservation ends, alleges issues and wants a refund, of course we will ask for some form of evidence or documentation of the alleged issues. Because the owner is giving us a different version of events. Which means, short of any evidence, we have two parties, giving two different stories. It is not unreasonable to ask for some form of evidence to corroborate claims being made that would warrant a refund. For us to process a refund from the owners account and give it to the renter, or, on the flip side of that, charge a renter for damages and give it to the owner, we need some evidence or documentation that would stand up to scrutiny to justify taking money from one party to give to the other. In this case, the complainant took possession of the unit, used it for the duration of their reservation, and then only after the reservation ended did they allege issues and request a refund, but then provided no evidence to substantiate any of the claims they made. As a peer-to-peer platform, we cannot pull back an owners payout and refund the renter just because they say so.

  Customer Answer

  Date: 01/03/2025

  Complaint: 22714513
  
  I am rejecting this response because the business is not addressing the core issue. While we acknowledge the lack of evidence provided during the dispute, our primary concern is that it was never communicated to us that evidence could impact the resolution. Additionally, the most critical issue remains unresolved: the safety and reliability of the **.
  
  The renter only denies the electrical problem, claiming it has never happened before and was not present upon return. However, they have not addressed other significant issues, including the water pump, power step, open bumper, and coffee grinds.
  
  During the trip, we reported these problems to the renter via phone calls. The renter responded with suggestions but often stated, Its never done that before. If evidence is required, we can provide phone records of those calls or written testimonies from camping witnesses. However, would it not also be reasonable to ask the renter about the unresolved issues they have yet to deny?
  
  Lets simplify this:
  Was the ** safe and reliable? If it was, no refund is expected. If it was not, our frustration should be understandable.
  
  
  Regards,
  ****** *****

• Initial Complaint

  Date:12/19/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday, December 18th, I arrived at the designated pickup site for the ** at 11:20 AM, as per our rental agreement. Unfortunately, the owner did not respond to my text messages or calls, and did not arrive until 12:30 PM. Upon arrival, I was informed by an individual named *****, who claimed to represent *********************, that the ** was supposed to be handled by a woman named ******* *******. The discrepancy in the information provided was troubling, as ***** was not the person named in our agreement. The ** presented to me was not the same vehicle that was advertised online at the time of my rental agreement. Concerned about this misrepresentation and the lack of communication, I took pictures of the ** and made it clear that I would not be proceeding with the rental. ***** then stated that I should contact ** Share to cancel the booking and promptly left the premises. According to ** Shares "Worry-Free Guarantee," there are several protections in place for renters like myself. Specifically, I was under the impression that: My rental payment would be protected against fraud, with ** Share offering refunds in the event of payment issues. Fraud screenings are conducted to ensure secure transactions. Rental replacements would be provided if the ** rental was significantly misrepresented or if I was unable to reach the owner at the start of my trip, given that I notify ** Share within the first 12 hours. Re-booking assistance would be available if an owner had not cancelled a booking last minute. Regrettably, four out of the six policies have not been honored in my case. I contacted ** Share at 12:44 PM on the same day, merely 14 minutes after meeting the owner and assessing the **. Following your policy, I promptly reported the situation yet have been unable to secure a replacement ** within my area in ********. I am currently facing a financial loss of $3,978.29, which does not account for additional expenses.

  Business Response

  Date: 12/23/2024

  Thank you for the opportunity to respond to the complainant. The complainant contacted us on 12/18 to express their concerns about the ** being misrepresented. On 12/19, the complainant was issued a full refund, as well as a $200 credit to be used on our platform.

  Customer Answer

  Date: 12/26/2024

  Complaint: 22709053
  
  Firstly, I want to address the timeline of our communication. It took approximately 30 hours for your team to respond to my inquiries, which included 18 phone calls and 10 emails. This level of delay is unacceptable, especially in light of the 12-hour response period you advertise in your guarantee. It feels misleading, as the reality was far from what was promised.
  
  Additionally, I must clarify a critical misunderstanding reflected in your recent correspondence. While your Support Team's assessment concluded that the ** remained operable and did not qualify for the Worry-Free Guarantee, we never asserted that the vehicle was inoperable. Rather, we highlighted significant discrepancies in the listing that led to our dissatisfaction. It is troubling that your team did not acknowledge these issues adequately, nor did it address the fact that a fraudulent listing was allowed to be posted on your platform despite your assurance of fraud screenings.
  
  While I appreciate the refund we received, it does not begin to cover the losses we incurred as a result of this situation. Our Christmas vacation plans were significantly impacted, and I find it disheartening that a mere $200 credit is considered an appropriate response to the inconvenience and financial loss we experienced.
  
  We will not be returning to your company in the future. I had hoped for a more constructive and satisfactory outcome, but this experience has left us feeling undervalued. Your representatives' lack of communication and accountability lead to significant delays and frustration on our end. But your latest response (email and BBB), left me questioning the capabilities of your entire team. 
  
  I urge you to take this feedback seriously and to consider reevaluating your customer service practices and the integrity of your listings. 
  
  Regards,
  
  ****** ******

  Business Response

  Date: 01/03/2025

  Thank you for the candid feedback. Ill make sure it gets to all of the appropriate parties.

  Customer Answer

  Date: 01/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I believe it is appropriate to close this complaint. The 10-day response time indicates RVShare's commitment to addressing client concerns. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented from RVShare for a trip to visit family in ******** over the Thanksgiving week. I was accompanied by my wife and 4 small children. We set out Friday afternoon and were to arrive at our destination early Saturday. However, will driving through ***********, the back wheels fell off of the *** All 8 wheel studs were completed broken off the tires. I managed to safely pull off the very busy highway and proceed to call RVShare's roadside support. After countless calls between roadside and RVShare's customer service, we were left stranded on the side of the highway for over 7 hours. We had the run around from a tow truck is coming, to the tow truck canceled, to being told we have to pay $2k for a tow, to hours of them "working on getting someone". All the while, we were left in a very unsafe situation where even rideshares wouldn't pick up from. We also could not get a hold of the owner & were left with the responsibility of figuring out where to tow the ** in a town that was foreign to us. We spent hours calling mechanics to see who might have the parts and who can handle such a big vehicle. We were told RVShare could not help with this. Now, a full day had been stolen from our time with family. Late at night, a tow finally was scheduled, & we were left renting a car for the rest of the trip. We incurred additional expenses w/ the rental car and gas. Days later, when the ** was fixed, we had to waste an additional day driving back to pick up the ** and return the rental car. Altogether, we lost 4 of the 10 days we paid for the *** Even after being in an extremely dangerous situation that threatened my family's lives, time taken away w/ family for the holiday, additional expenses, & lost days from what we paid, RVShare has not helped in recouping any funds. Instead, they put us through a rigid process w/ requests and timelines built for customers to fail in attempts to rectify issues, and they have now washed their hands of this issue while we are out of money.

  Business Response

  Date: 12/23/2024

  Thank you for the opportunity to respond to the complainant. When owners and renters using our platform have a disagreement on the condition of the unit, charges, overages, damages, etc., we do have a process to mediate these disputes. During the dispute process, both parties are allowed the opportunity to make their case and submit any documentation, photos, videos, text messages, etc. as evidence to support their claims. Parties are given seven days to file their dispute. This applies to all parties, and the reason for this is that as a peer-to-peer platform we cannot hold, or withhold, funds indefinitely while we wait for a dispute that may or may not eventually be filed. To that end, the process is not built for customer to fail as the complainant states. In fact, the complainant called on 12/5 and stated they had some issues. Again, as a peer-to-peer platform, we cannot simply pull an owners payout and give it to the renter because they say so and without any evidence, or without giving the owner a chance to respond and give us their side of what happened. For these exact reasons, we have a dispute process. On that call, the process and deadlines were given to the renter. Later that same day, we also emailed step-by-step instructions to the complainant, with the deadline easily visible, and in bold font, so no one can miss it. The complainant did not respond. Since we had not heard back from the complainant, on 12/11 we again reached out to the complainant reminding them, again in bold, of the deadline. The complainant did not respond again. The complainant finally did reach back out again until 12/16 and missed the deadline. Once the complainant missed the deadline, all funds were processed, payouts made, etc. Opening a dispute now, and possibly trying to recover funds that have already been paid out to the owner, would be a violation of our own policies that apply to both renters and owners. While unfortunate, the reality is the complainant missed the deadline. They are free to pursue the owner if they feel they have sufficient evidence to warrant recouping any funds, but they must do so individually and off-platform, as we will not accept disputes past the deadline. 

  Customer Answer

  Date: 12/23/2024

  Complaint: 22707737
  
  I am rejecting this response because we were informed on the call that we had to first try to work out directly with the ** owner before moving forward **** the complaint with ** Share. That took away from the ability to respond to ** Share on time. If we were not told that, then we would have nice forward to responded to the email immediately. 

  I'll add this was not a small issue. Our lives were placed in danger and this negligent situation should have greater scrutiny by RVShare other than a too bad, your timeline expired. Full reimbursement should not even be in question for what we went through. 

  Regards,
  
  ***** ****

  Business Response

  Date: 01/02/2025

  Thank you for the opportunity to respond to the complainant. I was just explaining why we do not extend dispute deadlines. However, if you are saying the ** was inoperable for a period of time due to mechanical failure, that doesnt require a dispute so long as you have documentation from roadside or the shop it was at being repaired for that period, etc. I will have someone from our team reach out to you to get the necessary information regarding the mechanical failure and inoperability of the unit. 

• Initial Complaint

  Date:11/26/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RVshare has not responded to numerous requests for information on supposed insurance claim on RV rental and refund amount they charged me for.

  Business Response

  Date: 12/02/2024

  Thank you for the opportunity to respond to the complainant. I see we have had several calls with this complainant to get details on what was charged, refunded, submitted as a claim, etc. however, I will have one of our claims agents reach out to the complainant to answer any additional questions they may have. 

  Customer Answer

  Date: 12/02/2024

  Complaint: 22606518
  
  I am rejecting this response because:  I will wait until I am contacted by the company and what information they provide.
  
  Regards,
  
  ******* *******

  Business Response

  Date: 12/09/2024

  Just following up on this one after reviewing all of the communications with this complainant I believe this has been resolved, but if not, please let me know. 

  Customer Answer

  Date: 12/09/2024

  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

  Date:11/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made arrangements through RVShare to rent a trailer for 7 nights. I picked up the trailer on 10/18/24 and took it to a camp site. Due to problems with the trailer, I was unable to use the heater and the sink. After 2 nights, I returned the trailer and requested a refund for the remaining 5 days. RVShare is taking the position that it was my responsibility to identify any problems with the trailer prior to leaving with it. I think it is the owner's responsibility to provide a fully functional trailer without hidden problems. Since my money was paid to RVShare, they owe me a refund at least for the unused nights.

  Business Response

  Date: 12/04/2024

  Thank you for the opportunity to respond to the complainant. The issue the complainant had with the trailer was that they were not hooked up to power and brought their own generator, for which they did not have an adapter and that was insufficient to meet their power needs. This was not RV mechanical failure or anything of the sort. As a result, if the complainant chose to end their trip early the owner is not obligated to refund them for the unused days. As a peer-to-peer platform, any refund in this situation would need to be authorized by the owner, and in this case, the owner did not authorize a refund. 

  Customer Answer

  Date: 12/05/2024

  Complaint: 22604650
  
  I am rejecting this response because:  The statement they made that my generator was inadequate to power the trailer was false.  The generator was powering the trailer for 4 hours when the trailer **** tripped.  The owner couldn't, or wouldn't, tell me how to get the **** to reset (pushing the reset button didn't work).  I returned the trailer early because it was non-functional with the **** tripped.  I was able to get the **** to reset before returning it to the owner after talking it over with a friend after I was back in town and was preparing to return the trailer to the owner.
  
  Regards,
  
  ******* *******

  Business Response

  Date: 12/16/2024

  Thank you for the opportunity to respond to the complainant. As a peer-to-peer platform, when we mediate disputes we do so as a neutral third party. We have nothing to gain or lose by siding with any particular party. We want both renters and owners to have a good experience, but will step in to mediate when a dispute arises. In the dispute, we will review any evidence submitted and will hold all parties to the Terms of Service and to what can be substantiated and hold up to scrutiny. In this case, the renter is saying the **** tripped and the owner wouldnt help him. The owner stated he tried to help the renter, but they would not follow directions and would not share pertinent information about the generator size. However, neither party shared any proof or documentation to substantiate their claims during the dispute. So we have to make our decision based on what we do know. The renter brought their own generator, for which at least initially they did not have an adapter for. They hooked it up to the unit. It tripped the **** and they did nt know how to reset it. However, the power worked when hooked up to the truck. The renter then returned the ** because the **** tripped. However, it tripped due to the renters use of their personal generator. As a result, there is nothing to substantiate pulling an owners payout back from them and issuing it to the renter as a refund.  

  Customer Answer

  Date: 12/16/2024

  Complaint: 22604650
  
  I am rejecting this response because: RV Share was aware that the trailer was returned after only two nights of use.  I should have received a refund for the remaining five nights that I was supposed to have the trailer.  I provided evidence to RV Share that my generator was more than adequate to power the trailer.  They chose to ignore that evidence and decided I wasn't entitled to a refund.  They had collected that money, they still had the money, and they could have easily refunded the money to me.

  In their advertising, they represent that owners are providing products that will function for the purposes intended.  When I notified the owner of the problems with the trailer, he got rude and belligerent.  I pointed that out to RV Share, and they never even acknowledged the issue.

  Therefore, it is my position that RV Share bears responsibility for the situation.  They claim that they are a neutral third party, but appears to me they are not neutral and do nothing to support renters.  The situation is that they took money that I was entitled to have returned to me and kept it.
  
  Regards,
  
  ******* *******