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:10/17/2022

  Type:Sales and Advertising 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.

  I HAVE BEEN A TOP-RATED RV FOR RENTAL ON RVSHARE FOR TWO YEARS AND NOW THEY HAVE AVOIDED MONTHS OF COMMUNICATION WITH ME AFTER REMOVING ME FROM THE WEBSITE WITH NO EXPLANATION WHATSOEVER. THEY NOW TELL ME I'VE BEEN DENIED BY THEIR INSURANCE CARRIER TO INSURE MY RENTERS BUT REFUSE TO STATE WHY. I BELIEVE THIS IS SOME SORT OF RETALIATION OR DISCRIMINATION. I HAVE NEVER CAUSED ANY TROUBLE FOR THEM, THIS CAME OUT OF THE BLUE. YOU ARE WELCOME TO CHECK ALL COMMUNICATIONS I HAVE HAD WITH THEM. VERY CIVIL. BUT THEY CONTINUE TO PRETEND LIKE THEY ARE SOLVING THE PROBLEM WITHOUT RETURNING CALLS OR EMAILS WITH SUBSTANTIVE ANWERS. I DEPEND ON THIS SOURCE OF INCOME.

  Business Response

  Date: 10/20/2022

  Thank you for the opportunity to respond to the complainant. The owner was declined by our protection plan carrier when going through the approval process. I cannot tell you why they were declined because we, RVshare, do not know exactly why. The carrier gathers information from a number of sources, and the information they obtain is not shared with us per the consumer protection regulations. However, I did speak with them and they did say the owner can re-submit their application for review. I will have our team reach out to the owner to gather the necessary information and resubmit the application. 

  Customer Answer

  Date: 10/31/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18225787, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:10/13/2022

  Type:Product 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.

  We made a reservation for an RV rental to start 10/13 and end on 10/16. On 10/12 my wife and I discovered we came down with COVID. To be fair, we told the RV owners and asked if we could still take their RV. They told us no and to cancel. We didn't want to but honored their wishes. Now RVShare has only initiated a 50% refund which is not per their terms. This was an owner demand for cancelation (please see attached screenshots of text conversation with owner which we also sent to the support staff at RVShare) NOT ours, the renters. We should be getting a 100% refund due to owner demand to cancel. We want a full refund as the owners shouldn't be making any money for demanding we cancel our reservation. To accept reservations then demand renters cancel but still collect any sort of money for the demanded cancelation is fraud in my opinion. We respectfully request all of our money back.

  Business Response

  Date: 10/14/2022

  Thank you for the opportunity to respond to the complainant. I agree, if the owner told you to cancel, which the texts you provided shows, it would be an owner cancellation and you would receive a full refund. We have processed that refund for you. It may take 2-5 business days before you see the transaction post to your account. 

  Customer Answer

  Date: 10/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18210018, and find that this resolution is satisfactory to me. I appreciate the reevaluation of my complaint and subsequent full refund. I am, however, quite disappointed in RVShare that this conclusion wasn't arrived at until after I had to take further steps outside their agency. I sent attachments of the very same conversation with the RV owner to RVShare customer service as I provided with my BBB complaint clearly proving owner cancelation and was dismissed by RVShare customer service thus resulting in my having to take this further step of having to turn to the BBB!  Please do better RVShare...

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

• Initial Complaint

  Date:10/13/2022

  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 booked a van for a 2018 Roadtrek Simplicity SRT on RVshare in ******* California. for October 15-18 The owner messaged me that the Drivers side window is not working. I asked for a refund of $100 for the Inconvenience , and they came back with only $50. then after consulting with my travel partner I decided since the Owner was not willing to fix the window with 5 days prior to my trip, what else are they being negligent on the vehicle? I did not feel safe in the van as I also have Claustrophobia, and the fact that the window does not open is an issue. I have contact RV share several times and asked for a supervisor, finally after 5 calls, and they are trying to reach toe owner.. I asked the owner repeatedly to cancel my reservation (they have not) since they are negligent of fixing this issue and they offered me a partial refund of $58 on $665.32. as of today they have 3 days to re rent the van but they are refusing to cancel my booking and refund me all my money. I have not even taken possession of the van, and with mechanical issues I fear it is not safe. these people have taken all of my money and I have not even begun my trip yet. I paid $300.32 on September 8th and $107.44 on September 10th and $257.56 on September 16th. they are not wiling to refund me my money due to their mechanical issues. this is false advertising, and I believe that this is a common practice with them as they keep peoples money and not rent the vehicle. I believe this is a scam.

  Business Response

  Date: 10/18/2022

  Thank you for the opportunity to respond to the complainant. We have issued the remainder of the refund. It may take 2-5 business days for their financial institution to post the transaction.

  Customer Answer

  Date: 10/21/2022

  Complaint: 18206425
  
  I am rejecting this response because: they mis-represented a van that should have been  in full working order. and because of that I did not want to rent the Van. They should have given me a full refund as i never rented the van. but instead they gave me a partial refund. 
  

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

• Initial Complaint

  Date:10/13/2022

  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.

  Rented Rv 9/ 2 -9/12. Encountered safety mechanical issues 9/7 engine light came on. Contacted owner & roadside assist they could not tell us when they could help. We drove to auto zone had the engine light checked. Was reported to owner He informed us since Rv not overheating or oil issues we should drive it. On. 9/8 Rv mechanic waved us down told us our front tire was shaky got under the Rv said our steering stabilizer was bad.& could cause an accident We contacted owner. We sent him a video. The owner gave phone permission to fix it .We & mechanic are witness to approval .Owner called me to bring back the broken one to him. Id did . On 9/11 had blowout roadside assist contacted & owner I informed owner I was concerned about about our safety in RV & considered rental car or flight .home & have RV checked or towed The owner brought up abandonment of RV.. Road side assist fixed the tire. Advised us to drive slow . The rim on the spare was rusted . We returned the RV 9/12 .Owner has not reimbursed us for steering stabilizer Owner reported other damages toilet ball Broke $950/ Windshield cracked 263.00, missing hubcap lost du to blow out . I spoke to Rv share directed to file dispute . The owner responded with untruths. & accusations & wait for insurance . I submitted 2nd flu to get reimbursed for stabilizer $450.00 The owner did not respond RV share forwarded dispute to the insurance. Insurance response do not handle disputes. ******** & RV share have not been handling these concerns . I have asked for estimates on the toilet ball and receipts no response .. I reported RV unsafe to be on road.I saw the site continues to be rented. Rv share has captured additional $1,200.00 plus deposit .We are senior citizens & are being taken financially by RV share & falsely accused of of taking items.. Rv share does not have integrity & poor business tactics .I am requesting BB to investigate & possibility recoup some costs

  Business Response

  Date: 10/18/2022

  
  Thank you for the opportunity to respond to the complainant. We certainly want all of the users of our platform, owners and renters alike, to have a positive experience. However, sometimes disputes do arise between renters and owners. When this occurs, we mediate those disputes per the Terms of Service both parties agreed to when they entered into the rental contract with one another. In this case, there was a dispute between this renter and owner. As you can imagine, when mediating disputes there is often times a lot of he said/she said arguments. As a result, in making dispute determinations as a neutral third party, we stick to the facts we know or can be proven, or are agreed upon by both parties, any evidence provided by either party, and the Terms of Service both the renter and owner agreed to at the time the booking was made.
  
  In this case, the renter says they were flagged down on the side of the road by a person who happened to be a mobile RV repairman and told them their steering stabilizer was bad and they should be concerned for their safety as it could cause an accident and they could repair it for them. The owner says the RV repair person that flagged the renters down was unnecessarily making the renters feel scared and stated they told the mechanic and renter they wanted to talk to their own mechanic first, but the RV repairman told the renters they had to decide right then if they wanted the repair and so they did, but the owner never agreed to reimburse them for any repairs. The owner feels the renters were taken advantage of by a person flagging down RVs to tell them they have a dangerous situation on their hands and they just so happen to be a mobile RV mechanic and can fix their problem for them.
  
  These are two conflicting stories, but here is what we know
  
  - When this person flagged down the renters, the renters did not contact roadside assistance, or a mobile mechanic, both of which are included with the reservation and allow us to work with a partner company as opposed to an RV mechanic unknown to any of the parties involved that flagged these owners down and told them they needed a repair that they could make for them.
  - No evidence was provided in the dispute process of any agreement to reimburse.
  - The RVshare protection plan does not cover the reimbursement of items.
  - Estimates and receipts were all sent out.
  - The complainant did speak with the management of ********, the protection products provider, yesterday.
  - The determination of damages, amounts, etc. were determined by a licensed adjuster
  
  We certainly want all of our renters and owners to have a positive experience. However, in this case, given the facts, the evidence provided, the terms of service and the determination of the licensed adjuster, we could not hold the owner liable for this requested reimbursement. That said, the renter has disputed the transaction with their bank. When a dispute is filed by a renter with their bank, their bank automatically freezes the transaction. They take the money and essentially put it in escrow until the they render its decision. Until their bank makes its decision regarding the dispute the renter filed, the money cannot be touched by either party. As a result, there is no further action we can take, other than to wait for this renter’s bank to make their decision, and we will fully comply with whatever decision the bank makes.

  Customer Answer

  Date: 10/24/2022

  Complaint: 18205850
  
  I am rejecting this response because: The steering stabilizer was one item  which went bad & we payed for. The owner spoke to the mechanic  and the mechanic  sent him a video. The mechanic told the owner he ha 10 minutes to make a decision.  There are 3  witness to owner approval.  It was our belief  since  owner approved  verbally over phone  he would make good & reimburse us.  The other  is the engine light   
    came on various time during our trip. road side assistance could not give us a time frame  of when  this could be checked. We took it to an auto  place they ran a diagnostic of it. We sent info to owner he responded since  RV was not have  any other  symptoms we should be ok to drive on.  The  2nd day  when the steering stabilizer occurred .Now 2 issues . Being told the  tire in front was wobbly & my husband while driving felt steering had issues when driving as well as another insured driver who had drove who is a pilot noted to have steering issues. Yes we were concerned for our safety.  The 3rd incident  had a blow out on freeway.  Rear tire tread gone & hubcap  lost . Waited for road side assistance. Changed to spare the spare which  had rust on rim. We asked roadside assistance if this tired safe to drive on. He said yes but  to drive slow.  The owner has accused us of harassment he has said untruth  that we were not willing to wait re : steering stabilizer and accusation of taking towels. Consumer  need to be  aware when  renting an RV  an owner can make false accusations against a renter and the renter pays. Where is the protection & safety for the renter. I have asked is there a quality safety check on RV after having  multiple issues before allowed  on the road again. I have yet to get an answer. As for my  bank / credit card they  have forwarded me an emails  advising they have tried to get  a hold of you company and have had no response. So as to you statement about my bank, they have tried to reach out to your company  have not  been able to communicate with your company.  This rental has caused  financial hardship & stress to myself & my husband who were customers of your company.  I have sent  an email to your company for some type of compensation in regards to our ordeal with this RV rental.  I have not heard back. I believe may  not get a response.  Also regarding the insurance that covers the RV. I asked if my insurance could hep l with certain items  the adjuster said no need to get them involved.  I did not feel comfortable with all the costs  the owner was   charging us with.  I did get my insurance involved & they are  hoping to  assist  of the cost of  broken windshield repair which was caused by  an item on the highway that hit the windshield.   You see sir I am an honest individual and when trust a company  or owner I feel they will be honest with me. We were blessed that  we were  not involved in a bad accident with this RV since it had 3 issues as to  the windshield wipers are  in bad shape we had to pull off the road  few times  due to rain and could not see because of bad wipers.   I have said  this RV need a safety check because it may lead to a bad accident for some one.
  Regarding ******** ****
  ******** ****
  ******** ****

• Initial Complaint

  Date:10/05/2022

  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.

  We used RV Share to rent an RV from ***** *******. The RV was improperly maintained, and features were not working as a result. From the very first day we reported 1) The portable water tank had a 1/2" hole in it which was reported the day of the trip starting, so we could not use the water off shore 2) The battery was not working or holding a charge, which resulted in a dead battery while starting the trip 3) Propane refrigerator and stove did not work due to low voltage from battery 4) The AC would not stay working due to battery 5) The battery was bad due to not having straps to hold it in place, so it was moving around the interior of the engine bay (set on a piece of 2' x 18" plywood, which caused to to get a hole from rubbing against sheet metal on the bumper. All of this caused us issues on our trip non the least. RV Share asked us to pay for mechanic out of pocket to fix the problems. RV Share tried to get a mechanic from Arizona to drive 4 hours to Durango to fix the rv, and his response was to file a claim and he would not make the drive. RV Denied the renter did any wrongdoing, and is not only allowing us to "get out of paying" for the new battery, but also is only willing to give us two nights free (we asked for half back from *****). The RV Repair shop that fixed the RV while we were broken down in a parking lot in Durango is willing to speak with RV Share, but they were not even willing to speak with them before coming up with any determination. I would think that alone shows an unwillingness to see where the problem lies. The repairman said the RV was not something that should even be on the road, let alone being rented out. RV Share has no concern for what is being rented on the site and is basically taking a "we're not legally liable" stance. Maybe not legally, but morally you should be a little more concerned about ruining people's vacations at the very least.

  Business Response

  Date: 10/14/2022

  
  Thank you for the opportunity to respond to the complainant. We certainly want all of the users of our platform, owners and renters alike, to have a positive experience. However, sometimes disputes do arise between renters and owners. When this occurs, we mediate those disputes per the Terms of Service both parties agreed to when they entered into the rental contract with one another. In this case, there was a dispute between this renter and owner. As you can imagine, when mediating disputes there is often times a lot of he said/she said arguments. As a result, in making dispute determinations as a neutral third party, we stick to the facts we know or can be proven, or are agreed upon by both parties, any evidence provided by either party, and the Terms of Service both the renter and owner agreed to at the time the booking was made.
  
  That said, here is what we do know:
  
  - The renter’s primary complaint was the battery. Stating the battery would die, it would not hold a charge, and it prevented the refrigerator, stove, and AC from working, etc.
  - The reservation began on 7/16 and the owner had someone come out to inspect the RV and replace the battery on 7/19. The renter and owner have different stories about what the technician said about the battery, but regardless, since the reservation started on 7/16 and this service occurred on 7/19, we refunded the renter for those first two nights.
  - The renter then proceeded to keep the RV for 14 days and travelled over 3,000 miles in said RV.
  - We also went back and checked the reservations of this RV before and after this renter’s trip. The reservation immediately before this one had no issues and was rated 5 stars by the renter. In addition, this reservation ended on 7/30 and on 7/31 another renter picked up this very RV for 9 days and travelled over 1,000 miles and reported zero issues and stated everything went great.
  
  We certainly want all of our renters and owners to have a positive experience. However, in this case, we could not hold the owner liable for any loss of functionality. The battery was replaced on 7/19, the RV travelled over 3,000 miles, and the users before and after this reservation reported zero issues.

• Initial Complaint

  Date:09/28/2022

  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 an RV through RV share for 2 nights. The owner of the RV couldn’t find our home on the day it was to be delivered. He said he did not have a phone number to reach me to get more detailed directions. He sent an email which I didn’t see until it was to late. He stated that RV share also tried to contact me. I do not have any missed calls or emails from RV share on that date of 9/9/22. My phone number should have been available to the RV owner from my initial reservation application. The RV was finally delivered late in the day on 9/10/22 for the second day of the reservation. I feel this was very poor customer service and I deserve a refund.

  Business Response

  Date: 10/01/2022

  Thank you for the opportunity to respond to the complainant. In this case, the owner did not have the renter’s contact information because the renter never completed the ID verification process, which is what triggers releasing the personal contact information of the renter to the owner. I also checked our call logs and we did try to call the renter twice and both times received error messages from the phone provider and were unable to reach the renter. That said, we have issued a refund and the renter can expect to see it hit their account in 2-5 business days.

• Initial Complaint

  Date:09/23/2022

  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.

  I booked an RV with RVshare this July and planned to travel to Ithaca, NY, as a reward for sending my daughter to Cornell University as a family.But Because of the lack of maintenance of the RV, The RV battery was not powered all the time, and without 30A power from the campground, the property was unusable en route. The water heater and refrigerator kept going on and off on the road, and this continued until the vehicle was returned to the owner and the RV water pump stopped working en route. It was a terrible trip. On the way to Colorado, the Scissors stabilizer broke down three times at a purchase cost of $120.09. The worst part was that the air conditioning unit stopped cooling on the way to Kansas, and living in the RV with the outdoor temperature at 100 degrees F was impossible. We had an RV repair shop check it out, and it turned out that the air conditioning compressor was broken beyond repair at the cost of 70.00 and had to be replaced with a new A/C compressor. Because the cost involved is too large, but also has been in communication with the platform customer service and finally followed the platform customer service advice, first replacing the air conditioning compressor. The total cost of purchase and installation was $1,648.36 ,   the Frame Jack of the RV was unusable due to the aging pins breaking, and the purchase cost was $35.61. The total cost of repairing the RV above was $1916.86. The cost of delaying our trip and staying in the hotel due to the RV being stranded on the way was $398,which also caused our trip to be delayed by 5 days to return the car. RV share took this as a reason and only agreed to pay us $350 for maintenance labor and refused to pay for the purchase of other replacement equipment such as the air conditioner compressor. cost us $1964.86

  Business Response

  Date: 10/01/2022

  Thank you for the opportunity to respond to the complainant. The travel trailer rented through the platform was utilized and occupied for the entirety of the 29 rental nights, as well as 4-5 nights beyond the rental contract, for a multistate cross country trip. The trailer was accepted in “as-is” condition at the time of pickup with no noted malfunctioning equipment. While in the possession of the rental customer, the trailer was plugged into inappropriate shore power, which potentially resulted in the catastrophic AC compressor failure. The renter contacted our Customer Experience Team, and they were advised that they could contact the owner or our Roadside Assistance Partner. The owner offered to provide the renter with a smaller portable air conditioner via mail, however, the renter acknowledges they felt a portable air conditioning unit would be inconvenient to use and denied the offer. The renter opted to have the AC replaced by a local repair shop at their expense halfway through their rental duration, which the RVshare Customer Experience Team advised via phone may not be reimbursed but could be submitted through a dispute as evidence and potential reimbursement.
  
  Upon the renter’s return, RVshare opened a dispute to review all aspects of the renter’s complaint. We spend many hours reviewing all forms and evidence submitted by both the owner and renter, as well as our Terms of Service, in order to come to a settlement decision that aligns with the Terms agreed upon by all involved parties. Unfortunately, because the AC was repaired prior to being submitted to insurance, no cause of failure could officially be determined. Per our Terms of Service, renters “will be held liable for any damage that cannot be proven to have existed prior to the rental period”. The renter was reimbursed for items that are covered by our Roadside Assistance plan - a diagnostic fee as well as all incurred labor charges. As we are a peer-to-peer rental platform, RVshare does not cover replacement parts or incidental expenses incurred during the rental timeframe and all refunds would come from the RV owner with their approval. While the renter was not reimbursed for the AC compressor repair, they were also not charged for the additional rental days, overages, or new damages found within the RV.

  Customer Answer

  Date: 10/04/2022

  Does rvshare have any evidence that we "the trailer was plugged into inappropriate shore power,"? . Our entire trip was camped in a camp with 30A mains power supply. They shirk responsibility without any basis. Did they investigate how bad the maintenance of this RV is? It keeps breaking down along the way, could this happen by chance? You can go to the RV share website to see what other customers have said about this RV. It is understood that the owner has bought a lot of old RVs in the rental business. They will not maintain their RV like the real owner, so this is The root cause of vehicle failures along the way. The RV started not cooling on July 27th, we had a difficult night in the RV at 100°F, on the 28th we took the RV to the repair shop for inspection, the repair shop confirmed that the compressor needed to be replaced, we contacted rvshare The customer service asked for help and notified the owner. The owner proposed to mail a mobile air conditioner to Kansas City. We made 10 calls with the customer service of RV share from July 28 to July 29, and the accumulated call time reached 110 minutes ( See the call records) and asked them to solve the problem quickly, they first promised to replace us with a RV, and then said no, and finally asked us to pay for the replacement of the air conditioner compressor first, and let us file a claim on the RV share platform after returning the car. We also considered factors such as time and inconvenience, and did it according to the requirements of Rvshare customer service. If RVshare customer service did not promise to make a claim, why should we pay for them to replace the air conditioner compressor? And now they refuse to compensate us for the advance payment on the grounds that the air conditioner has been repaired and the cause of the failure cannot be determined. The information and receipts of the repair shop here are available for investigation and evidence (see the repair shop report). Let me ask: Does the United States have any Would a rental car company ask customers to pay for their broken car? Do they still have any integrity? Regarding the issue of rental overtime, I have already stated it before. Because of the air conditioning, we delayed our trip in Kansas City for 5 days, so the return of the car was delayed for 5 days. I lost 5 days of time and energy for this, causing Should I still be responsible for the delay in returning the car?
  

  Business Response

  Date: 10/14/2022

  Thank you for the opportunity to respond to the complainant. As previously stated, we were simply following the Terms of Service both parties agreed to when they entered into the booking with one another. However, I am empathetic to the situation this renter found themselves in and have processed a refund accordingly. It may take 2-5 business days before the renter’s financial institution posts the transaction to their account.

  Customer Answer

  Date: 10/16/2022

  ?????:
  
  ??????????? ******** ?????,?????????????
  
  ??,
  
  ???

• Initial Complaint

  Date:09/15/2022

  Type:Order 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.

  RVShare essentially double charges for insuring an RV at exorbitant rates which are not advertised. We have full coverage automotive insurance which COVERED the rental of the RV, but the owner of the RV brokered by RVShare told us RVShare would not allow us to use our ***** **** insurance. Further, the rate for the insurance was almost twenty times the amount we pay per year on our most expensive vehicle. The cost was $181 that the RV owner didn't receive for insurance we already covered. This is a deceptive practice on the part of RVShare. We'd like to be refunded the money for insurance not needed.

  Business Response

  Date: 09/19/2022

  Thank you for the opportunity to respond to the complainant. We do require all rentals through our platform to be covered by the RVshare Protection Plan, with the exception of RV owners that carry a commercial policy and opt to use that in lieu of our Protection Plan. Personal automotive coverage can be quite complex. Some don’t cover rentals, some do, but not RVs, or maybe they do, but the comprehensive and collision coverage is not high enough to cover the full value of the RV, as many RVs listed on our platform have stated values of well north of $100,000. The personal coverage may have driver limitations, policy exclusions including size or type of unit or usage, etc. that would void the personal auto coverage. In addition, there are RV applicable coverages including roadside services found on the RVshare Protection Plan. This is all to say that presently, the only way we can ensure our renters and owners are fully protected and carry the appropriate coverage is to use our Protection Plan. I will acknowledge, RV policies are much more expensive than a personal automobile policy, but the two cannot be compared. RVs are typically much more expensive than a personal automobile and require specialized service to repair and maintain the RV, which is also often exponentially more expensive than what it costs to service or repair a personal automobile.
  
  That said, we do not double charge for anything and there are no deceptive practices employed. When booking, every renter, including this renter, is made aware of the required Protection Plan and they are told how much it will cost. At check out, they are also provided with, and review, an itemized list of charges, including the amount for the Protection Plan, before agreeing to pay. At any point in the booking process the renter can choose not to book the RV if they do not wish to obtain the Protection Plan. In this case specifically, in addition to being made fully aware of the Protection Plan’s cost through the checkout process, the renter sent the owner a request to book on 7/25, at which time they were again show the itemized list of the costs that is sent to the owner, along with an email of the same information, which we can see the renter opened. On 7/26 the booking was accepted and again the renter was sent that itemized list via email, which we can also see they opened. Between 7/26 and 9/8 (the reservation start date), the renter made no attempts to cancel the reservation due to Protection Plan, and also received several reservation reminder emails, which included the same itemized list of costs, all of which we can see the renter opened. The renter proceeded to take the RV from 9/8 - 9/12, covering 600 miles, all days and miles covered by the Protection Plan. Then, after completing the trip that was covered by the Protection Plan, they filed this BBB complaint. We made countless efforts to be as open and transparent about the Protection Plan as possible. To say it was deceptive is not representative of the facts.

• Initial Complaint

  Date:09/06/2022

  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.

  This RV was anything but the “luxury RV” as listed when we booked. RV was a legit roach coach on wheels including roaches. Owner said there were a few dings with the interior. He forgot to mention that there were more than a few dings wrong. Upon arrival owner was in a big rush to try “get out of there” and hardly showed us how to use anything. But first he had to make a comment about my breasts in front of my 10 year old son, what type of man does this. He had the jacks down and sides out and never showed us how to do it. Upon my husband coming inside,***** rushed through and said this doesn’t work well, that there isn’t always right, this here you have to fiddle with to make it work. This is when he gave us there’s “a few dings” speech. ***** was gone before we were even done loading up our stuff. The fridge never got cold. ***** said it would take 30 minutes to get cold, never even got cool. Contacted him 2 hours into our trip when we stopped and he said to switch it to “propane” instead of electric, still never got cool. Upon arrival at our campsite, we filled the tank with water and went to park. The landing gears didn’t work. This was part of the “walk though” that ***** rushed through. I tried to call him several times along with texting him but he didn’t get back to me for well after an hour once I messaged him that I found information in an online forum on how to do it. I messaged ***** about the outside awning and how to open it as I thought it was there (come to find out what I assumed was an awning was just the little cover over the slides) and also about the fridge still not being cold, never responded. Come the next morning I had a friend come over and look at the RV as they owned a 2014 in amazing condition. It was this friend who pointed out that the awning was completely missing. I text the owner and he never responded. So at this point I contacted RVshare. They said to leave comments in the chat between the owner and myself. I did all

  Business Response

  Date: 09/15/2022

  Thank you for the opportunity to respond to the complainant. I am having the disputes team re-review the dispute between the owner and renter and will have them reach out to the renter directly regarding the resolution. 

  Customer Answer

  Date: 09/17/2022

  Complaint: 17921441
  
  I am rejecting this response because: I have not received an email or phone call from the company about the owner ***** who scammed us. The RV was not luxury as described in his listing and even changed it after I complained. Several phone calls with the company and agents telling me that they agree with me that I should get a refund; “just file the dispute after your rental is over”. I did as I was told because they said they couldn’t do anything while the rental was active, yet when I file the dispute they deny it. This RV is NOT as listed and was significant items wrong were NOT noticed till after we got to our campsite and the window for the departure form was closed to fill out. Company is just as liable as the owner for misrepresentation of this RV. 
  
  Regards,
  
  ******* *****

  Business Response

  Date: 09/22/2022

  Thank you for the opportunity to respond to the complainant. I apologize. When I responded last time, I thought the team had contacted the renter after processing their request, but it turns out they had processed the request, but did not communicate that directly with the renter. However, they have now communicated the details of the transaction processed on their behalf directly with the renter. 

• Initial Complaint

  Date:09/06/2022

  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 reserved a camper, then had to cancel 2 weeks later due to my camp site not being able to accommodate my rental. The company kept half my money. I spoke with company, they said it was due to the policy on cancelations set by the owner. The told me if the the owner gives permission to release funds then they will. I contacted the owner and they said this is not true, that rvshare.com withholds the money and they set the policy on cancelations and they would release funds. Rv share is refusing the give me my money which is about 300 for a camper that was never used.

  Business Response

  Date: 09/07/2022

  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. Contrary to what the complainant states, 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. The owner’s chosen cancellation policy is displayed on the RV listing itself, as well as in the checkout flow. In this case, the owner’s policy was the Flexible policy, which entitled the renter to a 50% refund when they cancelled on 8/17 for a booking set to start on 8/25. Since we are the platform, but all agreements through the platform are between the renter and the owner, RVshare cannot force an owner to waive their cancellation policy. That said, owners have cancellation policies because once an RV is booked, those dates are blocked and unsearchable for other potential renters to book. Cancelling close to the start date often times can mean the owner will be unable to find a replacement renter for those dates, as those dates up until the cancellation were unbookable for other renters and most renters book and plan RV trips well in advance and not last-minute.