Complaints

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:20/09/2024

  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.

  Our motorhome was rented to a party from July *****, 2024. The party was accommodated and given a free night's rental and free delivery to their home. this occurred on July 18th. Just prior to renting the unit, it was retrieved from the dealership service department. the vehicle was returned extremely late, the night of the 25th, long after dark. immediately, crash damage was noted and an insurance claim was filed with RVezy. RVezy denied the insurance claim. They were provided before and after photos of the motorhome as well as, a digitally signed rental agreement, stating that the renters accepted the motorhome for rent, with no damage. Furthermore, a statement was provided by the dealership stating that the motorhome had zero damage. RVezy still denied the claim.

  

  Business Response

  Date: 23/09/2024

  Dear ****,

  Thank you for taking the time to share your concerns regarding the denial of your insurance claim. We understand how frustrating this situation must be, and we want to clarify the reasoning behind our decision.

  Unfortunately, no departure (before) photos were provided to document the condition of your motorhome prior to the rental. These photos are a critical part of our claims process, as they allow us to verify the vehicles condition before the rental begins. Without them, we were unable to substantiate the damage you reported, including the rear damage and electrical issues. As a result, we had no choice but to deny the claim due to the lack of necessary evidence.

  We truly value your partnership with RVezy and are sorry for the inconvenience this has caused. If you have any additional information or questions, please dont hesitate to reach outwere here to help.

  Thank you for your understanding, and we appreciate having you as part of the RVezy community.
  
  **** W
  Customer Success Manager
  **********************

• Initial Complaint

  Date:07/04/2024

  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 booked an RV rental from RVezy and then had to cancel it. I cancelled it after just one week from the original booking that I made. The kept $217.40 of my deposit to cover taxes and a service fee. The booking was for August 11th thru the 15th. They claim that if the booking is cancelled at all they have to refund me is $32.66. They do mention that it is fully refundable as long as it cancelled 30 days before the rental starts. However, they also say that the refund will be minus any taxes and fees. how can the keep taxes for something that was not sold? I also feel that the service fee is very high for one week and with still 4 months before the rental was to be picked up and used.

  

  Business Response

  Date: 08/04/2024

  Dear *****,

  Thank you for reaching out to RVezy regarding your concern.

  I understand that you submitted a booking request to your host on March 26, 2024, and provided your credit card details at that time. Upon your host's acceptance of your request on March 28, 2024, we confirmed your booking and charged a 25% deposit to your card.

  Our Cancellation Policy includes a 24-hour grace period, allowing guests to cancel a booking within 24 hours of acceptance for a full refund. Unfortunately, your cancellation on April 4, 2024, occurred 7 days after the booking was confirmed, which is beyond this grace period.

  According to our Cancellation Policy, cancellations made more than 30 days before the start date of the rental result in a full refund of the deposit paid, minus the RVezy service fee and applicable taxes. Consequently, $237.15 of your total booking cost was forfeited in this instance.

  We understand the frustration that cancellations can cause. However, our policies are designed to provide a fair and secure booking process for both our hosts and guests. It's important to note that you were informed of the forfeiture amount during the cancellation process and chose to proceed with the cancellation. Additionally, there was no prior discussion with RVezy or your host about the booking, which might have allowed us to explore alternative solutions.
  

  We're here to help with any further concerns or questions you may have. Please don't hesitate to contact our customer service team at * ***** ********.
  
  RVezy *** Manager

• Initial Complaint

  Date:13/07/2023

  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 from RVEzy. The RV was misrepresented on the website for its quality and age of the vehicle (it was a year older and the RV was not in good mechanical shape). There was also pre-existing damage that was not disclosed. Upon my return, the owners filed an insurance claim and required a deductible to be paid which significantly over estimated the damage. There were more defects in the vehicle such as inoperable refrigerator door and constantly came open, a cruise control that intermittently stopped working, and a generator that randomly shut off. I was offered no compensation or refund.

  

  Business Response

  Date: 14/07/2023

  Hello *****,
  

  Thank you for contacting RVezy. 
  

  An insurance claim was opened on your booking ******* on July 7th, 2023.
  

  After reviewing the departure and return pictures submitted by both you and the host during our inspections, we have confirmed that the damage did in fact occur during your trip. As part of our insurance process, we are required to collect a deductible for any approved claims. Please note that your rental agreement stipulates the following: "In the event of an approved insurance claim I am responsible for a deductible of $2500 which will be charged to my credit card on file."
  

  We understand that you may be concerned about the overall condition of the RV, and we appreciate you bringing this to our attention. We will investigate this further.
  

  Furthermore, we understand that there were also minor interior damages noted and that your assigned claims advisor has been attempting to reach out to you for your statement several times. You are scheduled for a call with your assigned advisor today, who will provide you with further assistance regarding the interior damages.
  

  Feel free to contact us if you have any questions. 
  

  Regards, 
  

  *** RVezy manager.
  

  
  

  Customer Answer

  Date: 14/07/2023

  
  Complaint: 20315877
  
  I am rejecting this response because:

  While I don't agree with the process, I understand that there was damage, although I don't believe there is any where close to $2500 worth of damage, and I know that you will never return the difference given my experience so far.  My complaint is related to the the misrepresentation of the RVs condition and age. I should be refunded the cost of my rental.Please see my response to my RVEzy Claim Owner below: 
  

  your interaction with the owner:
       The owner was not present at the pickup.  His wife was there but she knew little to nothing about the RV to give us an orientation.  During the rental period, I communicated with the owner via RVEzy app and phone.  I notified him of all of the trim coming off soon after we picked up the RV.  They had tried to hide the trim damage by placing clear scotch tape over the trim but that didn't last but a couple hours before it started coming off both sides of the RV.  Neither the owner or his wife were present on the return so I could not review any of my issues.  They had me lock the keys in the RV and lock it for when they could return.
  what the damages are and how they occurred:
       I was not aware of the damages for which the claim was filed.  I never hit any trees that could have caused the scratches. I'm guessing they were obscured by some dirt. As you can see from the pictures, the damages are minimal.  
  what issues did you encounter while on the trip:
       Our rental experience was a nightmare.  In addition to trying get the trim to stay on the RV (damage that was present before), I had to stop every 30 minutes to an hour to reset the Cruise Control. It went out any time there was a strong wind or when a large tractor-trailer passed. Here is a list of our issues:
  Refrigerator door handle broken so it flew open constantly
  Exterior Trim came off both sides of the RV
  Cruise Control continually going out
  The rattling of the RV, especially from the microwave made it impossible to listen to the radio or have a conversation. We couldn't hear each other speak.
  The RV is advertised as a 2022 but it is a 2022 and the condition and mileage reflect the poor shape of the RV
  Tires are old and bald so I had to constantly monitor them 
  We paid for linens and got two flat sheets and some blankets that smelled so bad no one could use them
  None of the USB plugs worked
  2 of the 3 Exhaust fans did not work
  No Ladder for my grandson to get up on the top bunk so we had to lift him each time
  Overall, this was a disaster. I have rented RVs many times and I was excited to hear about your new company/website.  Needless to say, I was severely disappointed.
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 18/07/2023

  Hello *****, 
  

  Thank you for your message regarding your pending insurance claim on your recent booking. We appreciate your patience while we conduct our investigation. 
  

  We are currently waiting to receive all required documentation and pictures, including those of the interior before and after your rental period, to assess the claim. We assure you that we are doing our due diligence on this matter and will take all necessary steps to ensure a fair resolution.
  

  Once a determination has been made on the claim, your assigned claims advisor will reach out to you with further information.
  

  Thank you for your understanding in this matter. Please don't hesitate to contact us if you have any further questions or concerns.
  

  Regards, 
  

  *** RVezy manager.
  

  
  

  Customer Answer

  Date: 18/07/2023

  
  Complaint: 20315877
  
  I am rejecting this response because:
  As I have said to my customer service rep and have stated in my *** item, my complaint is regarding the condition of my rental and the misrepresentation of the year and amenities promised in the listing. Please read my complaint. 
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 25/07/2023

  Hello *****, 
  

  Thank you for your previous message, and I hope you are doing well. 
  

  We have received the RV card from the host, and we have attached a copy to this email. Kindly note that we have crossed out any personal information to safeguard the privacy of our host.
  

  However, we are still awaiting the interior photos from before and after your booking with us to better support your complaint. As soon as we receive them, we will be better equipped to investigate the matter and offer a resolution. Please review the following article for more information about the rental inspections: *****************************************************************************************************************
  

  The host did his departure and return inspections. However, only the return inspection with photos of the outside of the RV was done by you. 
  

  Regards, 
  

  *** RVezy manager.
  

  
  

  Customer Answer

  Date: 26/07/2023

  
  Complaint: 20315877
  
  I am rejecting this response because:

  I'm not sure how you want me to show you pictures of the generator not working, the loud incessant rattling that made it impossible to hear each other talk, the smelly linens, the non-working electrical, the non-working cruise control, the non-working fans, the non-existent ladder. Here are the pictures I have of the refrigerator door that constantly flew open while driving, the trim that fell off immediately after pickup, the vehicle paperwork with the year model 2021, and some of the dirty linens.  The way you are handling my complaint is abhorrent. By constantly looking for ways to justify your sub-par product.
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 28/07/2023

  Hello *****
  

  I hope this email finds you well. I sincerely appreciate your continued communication in regards to your claim, and we are dedicated to providing you with the best support possible.
  

  In response to your recent concerns, I would like to emphasize that the issues you have raised have already been thoroughly addressed by your claim advisor. 
  

  Please be assured that our team is available to assist you, and your claim advisor, in particular, is committed to working closely with you to address and resolve any further concerns you might have.
  

  To facilitate understanding and streamline communication, we kindly ask that you reach out directly to your claim advisor. Connecting with them directly will ensure your concerns receive the attention and support necessary for timely resolution. Their expertise in the matter makes them the best person to serve as a point of contact for you.
  

  In case you require further assistance, please do not hesitate to contact our customer service department. Our team is here to help and guide you every step of the way.
  

  Thank you for your understanding and cooperation.

  Regards, 
  

  *** RVezy manager.
  

  
  

  Customer Answer

  Date: 28/07/2023

  
  Complaint: 20315877
  
  I am rejecting this response because:

  I have said this over and over but apparently you are not reading my responses or you do not understand.  MY COMPLAINT HAS NOTHING TO DO WITH THE INSURANCE CLAIM!  My Claim is based in the misrepresentation of the RV and its amenities coupled with everything that did not work that was promised on your website. Please see my previous comments for a list of things that did not work.  Also, I am not going away because of your delay tactics.  I will continue to respond on *** and publish on Social Media until my requests are satisfied.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:30/06/2023

  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.

  Refuses to answer simple questions about their "commercial insurance policy" and how my personal information required on their "insurance application" is used to "qualify" for an insurance policy where I am not the policyholder, but only a 3rd party. They are demanding that I provide incredibly sensitive information to qualify for this alleged policy, such as, date of birth, license class, license number, front and back images of license (which contain a social security number), how long I've had a license, how many at-fault accidents I've had in 6 years, how many minor traffic convictions in the past 2 years, how many criminal driving offenses in the last 3 years, and whether I've had insurance cancellations by the insurer in the last 3 years. A 3rd party to an insurance policy is NEVER required to "qualify" for an insurance policy. Because literally anyone could be a 3rd party to an incident that occurs due to the fault of the insured, in this case a renter who has qualified for the insurance. However, this policy would NEVER cover me as a policyholder. It's incredibly concerning that customer service agents are demanding I provide information so sensitive that it allows them to pull a driving record and credit report, yet can't explain why I need to "qualify" for an insurance policy for which I will never be the policy holder. I already have insurance on my RVs. That insurance covers me when I am operating my RVs. RVezy cannot explain why I need to "qualify" for an insurance policy that will never cover me. Again, the concern here is that I must qualify, when in reality I am not being covered. My RV is being covered when a renter is the policyholder. Attached is the email chain I've had with them, showing how they consistently dodge and refuse to answer questions about the policy.

  

  Business Response

  Date: 05/07/2023

  Hi *******, 

  Thank you for contacting RVezy.  

  It is important to note that the insurance application is a mandatory requirement for every RV host on RVezy. This application ensures that your RV is covered by our commercial insurance policy when it is rented out to guests, which means that your personal insurance will not be involved. Once the commercial insurance has been approved, we will issue a certificate that can only be used when accompanied by the RVezy booking voucher. Please note that the guest will be responsible for paying the insurance amount/deductible on each rental. We prioritize the safety and protection of your RV and want to ensure a stress-free and enjoyable rental experience for you and your guests.

  We understand that different states have varying requirements, and not all states have the Social Security Number on the driver license. Therefore, we would like to reassure you that it is not mandatory to provide the SSN. We recommend that you cover the Social Security Number when taking a photo of your driver's license, which is a standard measure to ensure your personal information remains secure.

  Please note that all other requirements mentioned in section 17 of our terms of services are mandatory and need to be fulfilled to complete your application process successfully. If you are not comfortable sharing the required information, we will respect your decision, but unfortunately, we won't be able to provide any further assistance. 

  If you have any further queries or concerns, please do not hesitate to reach out to our customer service team, and we would be happy to assist you.

  Regards, 

  *** RVezy manager
  

  
  

• Initial Complaint

  Date:06/06/2023

  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 rented out our trailer on RVezy last summer. The tenant that used our trailer caused $35,000.00 in damage to our beautiful trailer. RVezy would not cover any damages through their insurance plan. They walked away and left us to suffer with a trailor now worth nothing. We felt confident renting with them thinking that their insurance would cover any damages if such tragedy occurred. They took the tenants side who must have taken our unit for a major joyride as they broke our frame, the flooring, the ceiling, our slides, and got to walk away and were even given back their deposit! The lack of customer service towards us from ******* was insulting and this company washed their hands of us. We now owe $35,000 to the bank and now have no trailer to show for it. Dealing with RVezy was an absolute nightmare and we are still living it while we pay off a broken, non useable trailor. We are now out all this money. Beware of this company.

  

  Business Response

  Date: 08/06/2023

  Hi *******, 

  Thank you for contacting RVezy.  

  The claim on your booking  ******* with the guest ****** was opened on August 6, 2022. 

  The claim was denied by ******** (independent contractors for ******* ****** who are our insurance providers on this claim) due to mechanical failure. 

  In an email sent to you on August 29th, 2022 we suggested that you email the adjuster to ask for further clarification on why the claim was denied. (Adjuster email was provided)
  Please note the following from the rental agreement, you signed:

  -The RV is in working mechanical condition, and I am responsible for all mechanical-related failures, which may occur while the RV is being operated in accordance with the applicable terms as set out on our ***********************************.

  Please note section 4.4 Owner Liability from our Terms of Service:
  4.4 Owner Liability:
  ? Mechanical Breakdown: Owners are solely liable for any mechanical breakdown of an RV they have listed. In the event of any mechanical breakdown of a vehicle the Owner shall be responsible for the cost of the repair. If the Renter is required to pay for any repairs (other than repairs that are the responsibility of the Renter as described in Section 4.2), the amount paid will be deducted from any amounts that the Renter owes to the Owner. If the mechanical failures are such that the Renter cannot make use of the RV, in addition to any out-of-pocket expenses for which Renters will be reimbursed, Renters will receive a prorated refund for the days in which the RV was unusable.

  Feel free to contact us if you have any questions. 

  Regards, 

  *** RVezy manager.
  

  
  

• Initial Complaint

  Date:20/04/2023

  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.

  Dispute was made with company September 2021 RVezy refused to dispute so I disputed with my credit card company. After careful evaluation the credit card company resolved in my favor and credited my account for funds in the amount of $1304.96 November 30, 2021. Now 4/20/23 Rvezy USA Inc has sent me to collection thru *** ********. This has already been reviewed and resolved, this is an attempt to collect on charges that they are not entitled. RVezy needs to be accountable for misrepresenting themselves and the units they rent thru private parties.

  

  Business Response

  Date: 21/04/2023

  Hi *****, 

  Thank you for contacting RVezy.  

  Your booking #******, from August 30th, 2021 to September 4th, 2021 took place for a total duration of 5 nights. 

  The rental invoice for the motorhome is as follows:
   Rental Amount            $1250.00
   Insurance:                   $199.95
   Service Fee                 $140.00
   Cleaning Fee               $60.00
   Roadside Assistance   $90.00
  Total   $1739.95

  As the motorhome was used for the entire duration of the rental, a full refund was not an option. You may wish to contact *** ******** for more information.

  If you have any questions, please do not hesitate to contact us.

  Regards, 

  *** RVezy manager
  

  
  

  Customer Answer

  Date: 21/04/2023

  
  Complaint: 19963394
  
  I am rejecting this response because:  A second letter from **** **** to me acknowledges that the merchant or merchants bank accepted the reversal of said funds and our claim was found in our favor.  They are trying to collect on a debt that has already been settled between RVezy, **** **** and myself. **** **** did not give us our money back until the claim was fully investigated and found in our favor that we didn't receive the service that we paid for because the unit was not in proper operating condition and was misrepresented to us to RVezy and owner Jungie Kim when we rented it. 
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 27/04/2023

  Hi *****, 

  Thank you for contacting RVezy.  

  We understand that you have already disputed the charge with your bank, however, the contract between you and your bank is separate from the contract between you and RVezy. 

  The motorhome was used for the entire duration of the rental, utilizing the service in its entirety. Disputing the charge with your bank does not void the contract between you and RVezy.

  If you wish to talk over the phone, we will be more than happy to answer all your concerns about this matter. You can give us a call at ** ***** ********.

  Regards, 

  *** RVezy manager.
  

  
  

• Initial Complaint

  Date:24/03/2023

  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.

  Two weeks ago I reserved a travel trailer for a week in August. Was led to believe by the advertising that I would receive a full refund in cancelled within a specific time frame. Cancelled the reservation today and they kept 2/3rds of the deposit, over $200 for " taxes and services fees". Customer service was unwilling to refund or even explain what possible taxes or fees would have been incurred, in two weeks. VERY POOR BUSINESS! I absolutely feel as if I have been ripped off

  

  Business Response

  Date: 27/03/2023

  Hi ******, 

  
  Thank you for contacting RVezy.  

  
  Your booking ******* for August 2nd to 8th, 2023 was canceled on March 24th, 2023, which is more than 30 days from the start date of the rental.

  
  As per our cancelation policy “If cancelled by the guest more than 30 days from the start date of rental: The guest will receive a full refund of the deposit that was paid minus the RVezy service fee and its tax.” 

  
  The above information can be found in our help center: *************************************************************************************************

  
  Prior to confirming your decision to cancel your booking, you were shown a breakdown of the amount of your refund as well as the amount you would forfeit. This is to ensure that you were able to make an informed decision. After being presented with this information, you still chose to cancel your booking, and a refund was issued accordingly.

  
  Feel free to contact us if you have any questions. 

  
  Regards, 

  
  *** RVezy manager.

  Customer Answer

  Date: 27/03/2023

  
  Complaint: 19848903
  
  I am rejecting this response because:
  
  Sincerely,
  
  ]****** *****

   

  I want a statement of how you applied the over $200.00 you kept in taxes and service fees. Specifically what tax was paid and in what amount. What service fees and in what amount totalling $233.91? How do you justify these fees for a two week hold on a trailer?

• Initial Complaint

  Date:11/02/2023

  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.

  Refused to return our deposit despite being within the cancellation window. Charging us nearly $300 for booking and exchanging a few texts with the RV owner and then attempting to cancel. We want our money back. These are deplorable business tactics aimed at generating profits with a crafty cancellation policy.

  

  Business Response

  Date: 14/02/2023

  Hi ******, 

  
  Thank you for contacting RVezy.  

  
  Your booking ******* for March 11th to 12th, 2023 was canceled on February 11th, 2023, which is within our 30-day cancellation policy.

  
  As per our cancelation policy “If cancelled by the guest between 30 days and 8 days from the start date of rental: The guest will be refunded* 50% of the rental amount and will forfeit the RVezy service fee and its tax as well as the 2nd half of the rental amount.

  
  The above information can be found in our help center: **************************************************************************************

  
  Despite the fact that we understand that plans can change, we must adhere to our cancellation policy.

  
  Feel free to contact us if you have any questions. 

  
  Regards, 

  
  *** RVezy manager.
  

  
  

• Initial Complaint

  Date:01/02/2023

  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.

  ***** * ******* Hello *** Team, we are being accused and charged for repairs which are not legitimate. We are trying to communicate to staff with RVezy, and no reply. Please help us. Built-in fridge was malfunctioning prior to our rental on 19 august 2022, and by the return of the RV on 28 august 2022, there was no change in its operational output. We found out that RV owners are holding us responsible for the built- in fridge failure. We have a picture of the second fridge, which was not intended to be there by safety regulations and RV developers. (Owners of the RV verbally told us that the buit-in-fridge working so-so). It was provided by the RV owners. The presence of this movable fridge was causing many safety concerns and discomforts. This fridge was not on the rental listing/website. We were not planning on moving fridge “Master Chef” on our vacation during each destination point. However, we had to do it, since the fridge was preventing access to the stove, and with the extension room being open, it was in the middle of the hallway and entrance door. Is there a good reason for the movable fridge to be there, causing safety and discomfort issues, if the built- in fridge had no issues prior to 19 Aug 2022? We would like to know if the insurance company which is covering the cost of repairs of the built-in fridge, was aware of such details, and whether this is a fraudulent claim. Also, according to RVEZY INC TERMS OF SERVICE 4.5 Owner Responsibility, RVezy representative has a right to conduct an inspection of the RV, and than they would be able to witness that with the operating/running motor the mechanism of opening the extension room is not working as it is electronically blocked. This will give an honest perspective on the statement by owner that fuses were blown with such an attempt while RV was in our occupancy. * We have asked for independent inspection/assessment, and RVezy did not provide it. Thank you for your time to support us. ****.

  

  Business Response

  Date: 03/02/2023

  Hi ****, 

  
  Thank you for getting in touch with RVezy. 

  
  I have reviewed your account and our customer service team will be contacting you regarding the claim. Please check your inbox for further details. 

  
  Should you have any questions, please do not hesitate to contact us.

  
  Best, 
  *** RVezy *******.
  

  
  

  Customer Answer

  Date: 03/02/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 18965209, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:17/12/2022

  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.

  On 11/13/22 I used the RVezy app to secure the rental of an RV, including 24/7 roadside assistance which I paid as an additional fee for the entirety of the trip. The trip took place Dec 1 thru Dec 14. On the night of Dec 10 I contacted the roadside assistance toll free number to get assistance due to a low tire on the RV. I parked at a safe location in Louisiana and stopped driving as I felt unsafe continuing. I was told by the roadside assistance rep that they would call me back when help was on the way. When they called back they told me that they could not send help because "it is hard to find someone to come out on the weekend". I decided to spend the night where I stopped and try to get some help myself next day to continue on since there were storms predicted for the area over the next few days. On the morning of Dec 11 I got some air and continued on. Once I reached a ********* ***** location in Mississippi I had more air added and asked to check the tire, they confirmed there was a leak but were not able to service the RV. I contacted roadside assistance again and gave them the information so they could send help. Again I was told to wait just to be told once more that "it was hard to get someone on a Sunday". I then decided to continue on and check the tire pressure every few hours until I arrived home. I am seeking a refund of the amount paid for the 24/7 roadside assistance which they failed to provide when I was in need. "It is hard to get someone on a weekend" is not what you want to hear when you need help. Thankfully I was not in a more dire situation, I don't even want to think what would have happened in a more pressing situation. I tried to work this out with RVezy thru their customer service department but so far they refuse to help or even acknowledge any wrongdoing.

  

  Business Response

  Date: 19/12/2022

  Hi ******, 

  
  Firstly I would like to apologize for your RV trip not being as expected. This is not the experience we want you to have with RVezy.

  
  The issue you encountered during your trip was a tire with a slow leak. Roadside assistance recommended you to drive to the closest garage as towing services are only dispatched if the vehicle is unable to move. 

  
  Roadside Assistance for motorhomes only covers the labor work of replacing a tire, not the cost of the tire. For more information about Roadside Assistance coverage for motorhomes click here: *********************************************************************************************************************

  
  Roadside contacted you several times to submit the invoice to reimburse you for the labor cost of replacing the tire but no invoice was sent therefore the ticket has now been closed.

  
  It is in your rental agreement contract as the guest to bring back the RV in the same condition it was picked up in. However, as the host did not charge you for the tire replacement your booking was closed out and completed at no additional cost to you. 

  
  After reviewing your complaint regarding roadside assistance on your booking ****** we can confirm that no reimbursement can be made.

  
  Feel free to contact us if you have any questions. 

  
  Regards, 

  
  *** RVezy manager.
  

  
  

  Customer Answer

  Date: 19/12/2022

  
  Complaint: 18604987
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******