Complaints

This profile includes complaints for Owasco RV Rentals & Sales's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Owasco RV Rentals & Sales

  570 Rundle Rd Bowmanville, ON L1E 0L4

• 

  Owasco RV Rentals & Sales

  2000 Champlain Ave Whitby, ON L1N 6A7

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:10/06/2024

  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.

  Owasco sent us out with a rig still filled with antifreeze in the lines and a tank that hemorrhages water *********** **** ***** *** ****** *** emails and calls to Owasco a few hours after leaving the lot and arriving at a provincial park) and we had no other option but to rely on ********** outhouses and no ability to wash our hands or shower. Hannah from rentals ignores emails and offers zero help (unless telling us to fix it ourselves counts) and Sarah from front desk is **** and repeatedly hangs up on you. All calls have been recorded and documented of course ****** *** ****** *** **** ******* *** ** *********** ** *** ****** ****** ***** ********* *** ***** ****** ** ********** ***** *** *************** including the phone call with the manager Steven confirming his staff lack ********** and professionalism and that our situation is "*******" but he still refused accountability or to even show us the service records or PDI that Owasco even inspected this rig when it arrived on their lot and offered NO resolution or help or acceptable options or compensation while out on the road. Not even compensation to end the trip early and come home. ** ******* * ****** ***** *** ******** ******** ***** ****** ** * **** **** ********** **** ** ** ***** *** are disappointed to say it's been nothing but a circus of incompetence. ***** * ****** ** **** ****** ** **** ******** **** *** ****** *** ** buying an RV and making the best of a very undesirable and unacceptable situation. Owasco and their staff lack professionalism and have demonstrated ** ******* ********* lack of communication and support. You're alone out there if you rent. Absolute deplorable experience with the rental staff here which I really wish wasn't the case because we ********* **** ****** **** ***** *** had every intention of purchasing a rig from him of our very own from had this trip had a more desirable outcome. And Owasco knew that and still treated us this way!

  Business Response

  Date: 17/06/2024

  Customer has been in contact with Senior Management and this complaint is considered to be resolved. 

  Customer Answer

  Date: 17/06/2024

  I am happy to report I was able to settle this issue with Owasco after the owner of the company reached out personally to discuss it with me *** ***** **** ** ****** ** ***** **** *** **** ** **** ********* *** *** **** ** *****
  Thank you.
  

• Initial Complaint

  Date:12/10/2023

  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.

  I am filing this complaint against Owasco RV Rentals based on three consumer rights violations. 1. Owasco is *************** their goods to customers by providing only idealistic RV layouts through their website and emails while having completely different layouts in their fleet, which they attempt to force customers to take through Owasco’s rental contract. 2. Owasco committed misleading business practices through their communications with me by communicating in such a way to give the idea that the vehicle I was going to rent was of a certain quality, in terms of convenience and quality of layout, while neglecting to mention that vehicles that they have in their fleet are of a completely different layout (in which a car seat could not legally and safely be secured) and of lower quality. 3. Owasco used unethical business practices and further misrepresentation through withholding the information that the vehicle I had reserved was not available, until after requiring that I sign a contract which they claimed removed my ability to dispute these issues.
  
  To resolve these issues I would like the remaining balance of $1483.30 returned to me and I would like Owasco to cover the last minute cancellation fees of $228.75 of my campsites. I would also like Owasco to change their business practices so that, moving forward, they are transparent regarding the fleet they have, by providing complete and accurate representation of all of their vehicles on their website and through email communications. Finally, I would also like them to change their business practices in order to provide ******* service to their customers by informing them of vehicle changes within the timeframe that Owasco is aware of the change. ***** ******* **** ***** ********* ** **** ** ******** ******** ***** *** **** ** ********* ** ** **** **** *** ****** ** *** *** ** ***** ********* **** *** ********* ** ********** ****** *** ******** ********* *** **** ********

  Business Response

  Date: 12/10/2023

  Mr. ***** booked a budget model for 2 passengers. Regretfully we were never informed that there was a 3rd passenger, an infant, travelling as well. Had our team been informed of the full party at the time of reservation we would have informed them that this budget model was not suitable their travel. Our team then would have then booked a premium model, at an additional value, which would have been suitable for their needs. Unfortunately when we were informed at the time of pickup of the additionaltraveler, our team did their best to accommodate the last minute change. However we were restricted due to last minute availability. Our team offered an alternate vehicle at a later pickup date, which was declined. Our team then offered a credit for future travel dates this was also declined. As Mr. ***** proceeded with a last minute cancellation we followed our company policy as such.

  Customer Answer

  Date: 12/10/2023

  
  Thank you for being so quick to contact Owasco and responding to me with their response. I reject Owasco’s response as there are false statements made in their response and there has been no effort to address the concerns I outlined in my complaint. I am still seeking the original terms of resolution.
  
  The vehicle that I reserved, that I was told was no longer safe to operate on the day of pick up, is still advertised on the Owasco website. It is advertised as sleeping 2-4 people and seats 4. As per the floorplans and videos which are on the Owasco website and that were also sent to me through email and discussed over the phone with myself and my wife, the vehicle we rented was safe and appropriate to use with an infant and their car seat.
  
  At the time of pick-up on May 20 nothing was done to accommodate me due to the last minute change that Owasco made to my reservation. In fact, when I stated I could not safely and legally attach my baby’s car seat to a sideways facing passenger seat, Kerri specifically stated that if I would not be taking the RV that day, I would be forfeiting the rental fees. Kerri later explained that an alternative vehicle at a later date or carry over credit may be possible but that it would be up to Amy, the general manager. Kerri said that I would have to wait to see what Amy would offer, and that I would have to wait until Tuesday May 23, when she would return to the office, to hear back from Amy. Neither Amy nor Kerri reached out to contact us on the 23rd.
  
  To clarify, as Owasco stated in their reply that there was “a last minute change,” there was no last minute change on my part to the reservation. All of the layouts provided to my wife and I showed that an infant car seat could be secured safely and legally into the vehicle that l had reserved and in any other vehicle that was discussed by Owasco as a possible substitution. The last minute change was made by Owasco staff when they substituted the vehicle for one with a completely different layout than we were ever made aware of, in which a car seat could not be safely and securely attached, which was made after requiring the rental contract be signed. If Owasco had properly represented their fleet through their website, emails, or phone calls this issue would not have happened because I would have seen there was a vehicle option in which we could not safely secure our child’s car seat.
  
  Further, in response to Owasco’s claims, an alternative vehicle and credit were never offered to us. In fact, despite me making multiple phone calls and emails to Owasco staff *** *** ******** **** ******** ** ******* ********** ******** ** ******** ********** , I was never contacted or responded to by Owasco staff until Friday May 26 in which I was finally able to speak with Kerri over the phone. This was the last full day of my RV rental reservation, as the RV had to be returned by 10am May 27. We had spent our entire family vacation trying to sort this matter out with Owasco.  When speaking to Kerri on May 26th, a refund of the cleaning deposit and the KM package was offered and applied. Nothing else was offered to me.  I asked a number of times during that phone call for Kerri to ask Amy to call me so I can discuss further. To date, I have never had any communication with the General Manager, Amy, from Owasco, despite several voicemails and emails sent to her, and despite Kerri stating a decision could only be made by Amy.
  
  Thank you for your help in this matter.
  

  Sincerely,

  ******* *****
  
  

  Business Response

  Date: 16/10/2023

  Our records confirm a credit for future travel was offered to the client on date of cancellation May 20th. Then again via telephone calls with our Rental Manager May 23, May 24, May 25 & May 29. As Mr. ***** was made aware, our General Manager is actively involved, behind the scenes, with all customer complaints through our department Managers. We do apologize for the clients experience, however again had we been made aware of the infant travelling we would discouraged the client in booking this particular vehicle. We are happy to still honor the original offer of a credit towards future travel for a 12 month term. 

• Initial Complaint

  Date:13/09/2022

  Type:Billing 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.

  Terrible customer service especially from the Finance Manager Doug.
  
  I've been battling with Owasco about a very expensive "in park service" warranty I was sold that is next to impossible to use. I have had pipes burst under my trailer 3 months into buying my ***** ********* luxury model 2022. The trailer hitch broken the day I picked it up, water has flooded and pooled in the under belly causing it to drop. 2 of the under pipes damaged & have been calling for 2 weeks now to try and use my "in park service" warranty I was pushed so hard from the sales guy to get. When in contact with Owasco I was told they don't have technicians actually and it's up to me to find my own. I did and when the technician reached out to Owasco he was told about another trailer that was recently purchased where 9 pipes have burst underneath. This is something them and ***** are aware of. Instead of helping me get someone to get the problem (manufacture warranty) fixed... they continue to push the job onto other numbers to call. The trailer is 3 months old and we are paying for this ***** for 20 more years. After 2 weeks of no resolution, the underneath wide open for animals to get in. The pipes still weren't fixed and no sign of a resolution. After coming to the understanding that Owasco doesn't actually provide the in park services I call to get that false warranty program they sold me on removed from my account. If they aren't going to honor it and I'm paying for it **** **** ** ******* *************. This leads me to calling and being sent to the finance manager Doug. * ***** **** ** ** ** ****** * ***** *** **** *** ****** *** **** ********* ***** ******** **** ******* ****** ****** ** ** **** ****** ***** ********* *** ***** ** *** ********* **** ** ******* ** ****. When asked for the new contact (5th person now I need to call) he said it's a guy named Sal and he can't help me with contact info. He responds with a don't care attitude and hangs up the phone. I want a resolution.

  Business Response

  Date: 14/09/2022

  Dear ***, 

  It does not appear a member of our management team has been involved with your case. Kindly email ************* and we would be happy to assist.

  Thank you.

  Customer Answer

  Date: 14/09/2022

  
  
  I am rejecting this response because: They aren't fixing the problem. Reading online they have done this to thousands of people. Once the trailer is off the lot they don't care. It's been 2 weeks going on 3 now with no solution. I've drove to the trailer twice for "photos" I send them and nothing happens. We feel completely ****** off and the way they talk to you when you call is over the top ****. I won't be accepting this until the trailer manufacture warranties are completely fixed by Owasco at my park which I'm paying for the in park service they sold me on but are not honoring. When someone comes to my park and fixes the problems then we can discuss this but as of now nothings been done & no plan from them to get it done. It's not towable ... only solution is send a technician from Owasco to the park. They say they have none but the whole service garage is full of them. 
  
  
  
  Sincerely,
  

  Business Response

  Date: 19/09/2022

  The client has in park service included with the extended warranty contract purchased Therefore they are eligible for coverage for a mobile technician to come to the repair any eligible warranty items. As we have informed the client we do not have mobile technicians and provided a list of recommend technicians to use. We will assist the client in getting repairs reimbursement if there are any out of pocket expenses. 

• Initial Complaint

  Date:09/08/2022

  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.

  On October 8, 2019 (that seems long ago, but COVID is a key factor ), I paid a $500 deposit to Owasco RV to rent an RV for summer 2020 **** ******** ******* *********.
  Owasco told me March 9, 2020 (appended) that my deposit was non-refundable due to the cancellation policy on the website.
  In March 2020, Ontario was plunged into COVID.
  I sent a letter to Owasco dated April 8, 2020 **********, indicating that while I was initially amenable with moving forward with the rental, tourism in the summer of 2020 looks to be unlikely (and indeed that was the case). * ********* **** * *** * ****** ** ***** ******* *** **** **** ****** ** ****** *** ********* * **** ********* **** *** ** ***** * ****** *** ***** *** ** ********** *** ***** My contact at Owasco was Kim S. so I emailed her this letter on April 7, 2020. ***** ******* *********** *** *** ********* *** *** **** * **** I sent a follow-up email on April 14, 2020 *********). When I ultimately connected with Owasco, I was told I would not get my deposit back, but I could re-book for a different trip **** ******** ******.
  However, travel in the summer of 2021 was still restricted due to COVID. I was told by Owasco that I had two years to re-book my trip, but that Owasco was going to keep my deposit.
  I've followed up, but Owasco still keeps the deposit. ***** ** Owasco referenced its policy of not refunding deposits per their website. Those terms were never incorporated by reference into my contract. Owasco points to the invoice but it's unclear, *** ******* ** *** ** ***** ********.
  ** *** ********* ** ** ****** ******** ********* ** Owasco had plenty of notice, so they have not suffered damages.
  *. COVID was a force majeure severely limiting travel.
  ** ***** *** ********** ********* **** ********* *** *********** ** *** ******** *** ********** *** ********* *********** ** * ** **** *** ** ****** *** ************ **** ****** ** ** ************** ** **** ********* ** *******.
  I just want my $500 back. Thank you.

  Business Response

  Date: 09/08/2022

  Unfortunately our team did their best to assist in this manner. Our cancellation policy is shown on our invoices at time of reservation and available 24/7 on our website. In order to help clients with during COVID we offered to make the deposits transferrable to a reservation for up to 1 year which was later extended to 2 years. We also allowed clients to transfer the deposit to a family member or friend during this time. Unfortunately no reservation been made in order to use the credit within the given time period.

  Customer Answer

  Date: 10/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  As indicated in my initial complaint, terms and conditions on the website that are never brought to a consumer's attention or incorporated by reference into the Agreement are not enforceable. Moreover, as further stated in my complaint, the invoice is poorly worded and unclear, and under the rules of contra proferentum, ambiguities in a contract are held against the drafter. English is also not my first language, as stated. I am relying on someone to help me with this.
  
  COVID was an unexpected and unforeseeable force majeure event, and COVID resulted in the contract being frustrated. ** ****** ******** ** * ****** ** ****** *** * ******** ** ********* ** ** ******** ** ********** ** ** ************ *** ****** ** ***** *** ******* ** **** ******* ***** **** ************** ***** ***** ****** ** * ************ *** ** ******** ** * ****** ** ***** ****** **** * **** *** **** **** *** **** *** *********** ** ****** ** **** *** **** ** *** **** * ***** **** *** ******** ** ** ******** ************ *** ****** ** ****** **** **** ********* ****** ** ********** *** *********** *** ******* ** *** **** ** ******* **** *** ***** ** ** ***** ****. All I am asking for is my $500 deposit back, and Owasco's consistent and persistent refusal to evaluate these particular circumstances **** ********** *** ****** *** ****** ** ************ *********