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:20/05/2025

  Type:Sales and Advertising 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 and cancelled it within three days as a better solution for my trip came up. This was more than two months before the planned trip. RVezy does not make it clear how much they are charging in nonrefundable fees. They kept more than $190 in fees even though I had only paid a deposit and cancelled well in advance of the full refund date. No where on their site states the amount of fees that will be withheld in case of cancellation.

  

  Business Response

  Date: 21/05/2025

  Dear ******,
  
  Thank you for reaching out and sharing your concerns. We apologize for any confusion regarding our cancellation policy and the associated fees, and we appreciate the opportunity to address this further.
  
  At RVezy, our cancellation policy is designed to balance the needs of both our hosts and guests. When a booking is canceled more than 30 days from the start date, guests receive a full refund of the deposit minus the RVezy service fee and its tax. This policy helps us maintain a reliable platform for all users by covering the costs associated with processing and managing bookings. We understand that the details of these fees may not have been as clear as intended, and we are committed to improving the transparency of our fee structure on our platform.
  
  We understand that you had been in contact with our support team, who offered a credit for the fees withheld as a gesture of goodwill. We respect your decision to decline our offer and value your feedback, which helps us improve our service and communication.
  
  If you are open to it, I would be happy to continue the discussion to explore how we can address your concerns further. I will personally reach out to you to continue the conversation.
  
  Thank you for your understanding.
  
  Best regards,
  
  ****
  Customer Success Manager
  **********************

• Initial Complaint

  Date:09/05/2025

  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.

  Booked an rv rental to have a travel trailer setup for a month. The **** didnt respond, and after using another app that cancelled booking if it isnt confirmed in 24 hours and waiting for the **** to respond I booked with another ****. After spending $4K on a successful rental, the first **** confirmed and I had to cancel. Their unfair and brutal cancellation policy has screwed me out of almost $1,500 for something that I wont have any use for. I havent taken possession of the ****s rv and have no use for two of them. This is robbery and their cancellation policy is based upon money thats not given until the **** drops the trailer off, or its picked up.

  

  Business Response

  Date: 14/05/2025

  Dear ***,
  
  Thank you for reaching out and sharing your concerns regarding your recent experience with RVezy. We genuinely appreciate your feedback and understand the frustration that can arise from unexpected situations, especially when it involves financial matters.
  
  First and foremost, we want to express our empathy for the inconvenience you faced. As a platform dedicated to connecting guests with hosts for memorable RV experiences, we strive to ensure clarity and satisfaction for all our users. We regret any confusion that may have occurred regarding our cancellation policy.
  
  Our cancellation policy is designed to protect both guests and hosts, ensuring fairness and transparency. When a booking is made, hosts reserve their RVs for the specified dates, often turning down other potential bookings. This is why our policy includes a provision for hosts to receive a payout if a cancellation occurs close to the start date. In your case, the cancellation was made within 7 days of the rental start date, which is why the host received a portion of the payment.
  
  To address your concerns, we have refunded you the full amount retained by RVezy in service fees and taxes. This refund was processed as a gesture of goodwill and to alleviate some of the financial impact you experienced.
  
  Unfortunately, the remaining amount is paid directly to the host, as per our policy, and cannot be refunded by RVezy. We are committed to improving our communication and ensuring our policies are as clear as possible to prevent similar situations in the future. Your feedback is invaluable in helping us achieve this goal.
  
  Thank you for your understanding and patience. If you have any further questions or require additional assistance, please do not hesitate to reach out to our customer support team. We are here to help.
  
  Best regards,
  
  **** W
  Customer Success Manager
  

  Customer Answer

  Date: 14/05/2025

  Complaint: 23311672
  
  I am rejecting this response because:
  

  I lost thousands on something I will get no use for. This was a first time use of the site, and the app and an honest mistake was made. The money is paid to the **** ****** drop off or pickup.depending on what arrangements are made. This information was provided to me from a ****, that was a successful booking, since he answered promptly, and didnt just leave my request waiting for days. I made a mistake and the money I spent for booking hadnt not been sent to the **** because it was cancelled. I am seeking my full refund, because I do not need two rvs. If the first **** wouldve answered in a reasonable time and I was in a hurry to get something arranged for my time issueI wouldnt have had to book and second and get screwed out of thousands. 
  
  
  Sincerely,
  
  *** ********

  

  Business Response

  Date: 21/05/2025

  Dear ***,
  
  Thank you for your follow-up message. We understand your continued frustration and appreciate the opportunity to address your concerns further.
  
  We empathize with the situation you are in and recognize that this experience has been challenging. Our goal is to ensure that all our users have a clear understanding of our processes and policies, and we regret any confusion that may have occurred.
  
  We have already refunded you the amount retained by RVezy as a gesture of goodwill. The remaining amount was paid directly to the host, in accordance with our policy, and cannot be refunded by RVezy. This policy is in place to ensure fairness to hosts who reserve their RVs and begin preparations for the rental period.
  
  We are committed to improving our communication to prevent similar situations in the future, and your feedback is invaluable in helping us achieve this goal.
  
  As you are already in communication with the head of our department, we encourage you to refer to that email chain for more direct assistance. Our team is dedicated to providing you with the support you need.
  
  Thank you for your understanding and patience. If you have any further questions or require additional assistance, please do not hesitate to reach out.
  
  Best regards,
  
  **** W
  RVezy Customer Success Manager

• Initial Complaint

  Date:22/04/2025

  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 booked a trailer for in laws this Aug till Sept, they are coming from *********. We had decided to save some money they would just stay in the house with us. With 3 months away from the booking I had canceled the booking. This place is trying to keep $795 out of the deposit. They sent me this "If you decide to cancel your booking more than 30 days before the start date, you'll receive a full refund of the rental fees, minus RVezy's service fees." I canceled 90 days before the booking, it clearly shows 30 days I should recive a full refund. In this case there is "service fees" of $795 by them standards if I canceled 30 days before I would recive no refund. There is no way this should be right there is still 3 months to book and we all know camping season will start so its not like they are missing out. Our first booking got canceled by the host he just disappeared with out tell us he canceled. They said it was a glitch in there "system" and gave a $95 credit we booked this one which seems odd since that guy is back now. The whole thing seems fishy and the fact we lose this money is unacceptable. Please help

  

  Business Response

  Date: 23/04/2025

  Dear ******,
  
  Thank you for reaching out and sharing your concerns. We sincerely apologize for any inconvenience you experienced during your booking process with RVezy. We are pleased to have connected with you directly and are happy to report that we have reached an amicable resolution. Your satisfaction is important to us, and we appreciate your understanding and cooperation in resolving this matter. Thank you for your feedback, which helps us improve our services. If you have any further questions or need assistance, please don't hesitate to contact us.
  
  Best regards,

  **** W
  Customer Success Manager

  Customer Answer

  Date: 23/04/2025

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

   

  Thank you

• Initial Complaint

  Date:27/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a Trailer for aug long weekend but then had to change dates the owner ***** never got back to be so I tried to cancel thru the website It says I get the 100% refund back but it only wants to refund. RVZY wont refund the amount say I didnt contact them about it. When the communication is with the owner not RVZY. I have made other arrangement since I couldn't wait RVZY said I could make another booking then the money would go towards that. This does not work for me. I put a stop payment on the Credit card then I started to get bullying emails from *****

  

  Business Response

  Date: 28/03/2025

  Dear *****,

  Thank you for sharing your concerns with us. We understand the frustration you have experienced during this process and appreciate the opportunity to address your complaint.

  At RVezy, we strive to provide a seamless experience for our guests and hosts. Our guest cancellation policy is designed to ensure fairness for both parties by balancing the needs of guests with the commitments made by hosts. For cancellations made more than 30 days before the rental start date, guests are eligible for a full refund of their deposit, minus the service fee and tax. Your booking fell within this timeframe; however, we are always open to understanding guests' unique situations and strive to accommodate them whenever possible.

  In your case, it seems that the situation could have been resolved more efficiently if we had been contacted directly before the chargeback was initiated. As a third-party platform, we facilitate transactions and communications between guests and hosts, and we are always here to assist with any issues that may arise. Unfortunately, once a chargeback is filed, the funds are tied up in the dispute process, limiting our ability to provide immediate assistance or refunds.

  We made several attempts to communicate with you, including trying to reach you by phone, to better understand your situation and explore potential solutions. Our intention was to offer options that could work for you, such as applying the disputed amount to a new booking or considering potential refunds. We understand that your primary concern was obtaining a refund, and we regret that the chargeback process has complicated this matter. We are committed to finding a resolution that works for you and appreciate your patience as we navigate this process.

  Additionally, we noticed that your booking has not yet been officially canceled. We advise you to cancel the booking through our platform, mainly as a courtesy to the host, allowing them the opportunity to accept a new booking for those dates.

  Please know that we value your feedback and are committed to improving our processes to better serve our community. We encourage open communication with our support team to ensure that any concerns are addressed promptly and effectively.

  If you have any further questions or would like to discuss this matter in more detail, please feel free to reach out to us directly. We are here to help and hope to find a resolution that satisfies all parties involved.

  Thank you for your understanding and patience.

  Best regards,

  **** W
  Customer Success Manager
  **********************

  Customer Answer

  Date: 28/03/2025

  Again the site communication is with the owner.  She said it was canceled on her end.  I'm not ar fault for a bad website.  I will not accept any thing less than the ****** I paid.  Stop with the form letter answers and avoid the real issue.  CUSTOMER SERVICE and don't steal from people  

  Customer Answer

  Date: 28/03/2025

  Complaint: 23123932
  
  I am rejecting this response because:  This booking was canceled and confirmed by the owner within the time allowed this site obviously has errors. I should not be held liable for this.  I expect a full refund of ******.  The credit card dispute is for this reason it will not be removed until ai get ****** confirmation that if I do I will get the full ****** refunded
  
  
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 02/04/2025

  Dear *****,

  Thank you for your continued communication regarding this matter. We understand your frustration and appreciate the opportunity to clarify the situation further.

  We want to emphasize that our goal is to resolve this issue amicably and ensure a satisfactory outcome for all parties involved. We understand that you believe the booking was canceled and confirmed by the owner. However, our records indicate that the booking has not been officially canceled in our system. For a cancellation to be processed correctly, it must be completed through your RVezy account. This step is crucial to ensure that any applicable policies are applied accurately.

  Even if the host agreed to cancel the booking from their end, which would typically result in a full refund of the $147.70 to you, the chargeback you initiated has tied up the funds. This situation prevents us from processing any refunds, even if our system attempted to do so automatically. We assure you that there are no errors on our website in this context.

  We empathize with your position and regret that this situation has become more complicated due to the chargeback. Had we been contacted directly before the chargeback was filed, we could have explored alternative solutions to address your concerns more effectively.

  To move forward, we recommend canceling the booking through your RVezy account. This action will help facilitate any future resolution once the chargeback process is complete. We are committed to assisting you throughout this process and are here to answer any questions you may have.

  Thank you for your understanding and patience as we work to resolve this matter.

  Best regards,

  ****
  RVezy Customer Success Manager

  Customer Answer

  Date: 03/04/2025

  If I cancel in the Website im agreeing to only get ***** refund which I dont agree with.  Will I be refund the 147.70?  

   

  Karla 

  Customer Answer

  Date: 03/04/2025

  Complaint: 23123932
  
  I am rejecting this response because:  On the Website it shows only ***** being refunded will I get the 147.70?  Why cant the owner cancel it on her end? 
  
  
  
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 03/04/2025

  I canceled the booking as they said and I get 0 refund 

• Initial Complaint

  Date:26/03/2025

  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.

  After an accident in an tv that was rented through RVEZY they are asking for my private insurance to cover the $30,000 for repairs.Blow is what RVEZY website says about insurance and accidents. We chose the basic coverage and have already paid the $3,000 deductible.If the host is qualified to use RVezy's insurance If the host of the ** you are renting is qualified to use RVezy's insurance, the insurance is mandatory and cannot be removed from the booking. For stationary rentals where the ** remains parked, you will automatically be opted into the Stationary protection plan. If you plan to move the **, you will need to select one of three levels of protection plans-Basic, Standard, or Premium-and pay the associated fee, which is based on factors such as the age, location, and value of the **. In the event of an insurance claim following your rental, you will be responsible for the selected deductible.

  

  Business Response

  Date: 27/03/2025

  Dear ***** ****,
  
  Thank you for reaching out to us regarding your recent experience with RVezy. We understand the importance of addressing your concerns promptly and ensuring that all matters related to your rental are handled appropriately.
  
  To assist you further, we kindly ask you to provide your booking number. This will help us locate your reservation in our system and verify the details of your insurance claim. Once we have this information, we will be able to investigate the situation thoroughly and work towards a resolution.
  
  We appreciate your cooperation in this matter and are eager to assist however possible.

  Thank you for your understanding and patience.
  
  Best regards,
  
  **** W

  Customer Success Manager

   RVezy

• Initial Complaint

  Date:08/01/2025

  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.

  On December 17, 2024, I booked an ** rental through RVezy for an upcoming trip. On December 19, 2024, RVezy emailed me to inform me that my husband (the primary driver) was ineligible to drive the ** due to a minor fender ****** within the last 6 years.I immediately attempted to cancel the reservation on December 20, 2024. However, RVezy customer service informed me that I would be liable for the $217 "service fee and taxes"RVezy is attempting to retain taxes associated with the reservation, even though the reservation was ultimately canceled and therefore no longer subject to taxation.I believe this constitutes an unfair business practice as the service fee was charged for a service that ultimately could not be fulfilled due to their own screening process.After filing a successful chargeback with my bank, RVezy sent a threatening email stating I need to reverse the chargeback or they will "be obligated to forward the outstanding debt to our collections agency. All legal and credit implications will apply to your outstanding debt. This action will be reported to the relevant business bureaus, which may significantly impact your credit rating and standing with other businesses."This threatening behavior is unacceptable and further demonstrates a lack of customer respect and ethical business practices.SUMMARY: Driver verification can take up to 24 hours. This seems deliberate to trap customers into paying fees even when the rental becomes impossible.Requested Resolution:* Cease all attempts to collect the $217 service fee and "taxes", including any further communication regarding this matter.* Immediately cease all threats of legal action and cease any further communication regarding this matter.* Acknowledge the bank's decision in the chargeback and accept the outcome of the dispute.* Review and revision of their driver screening process, cancellation policies, and tax calculations to prevent similar situations from occurring in the future.

  

  Business Response

  Date: 10/01/2025

  Dear Brendie,
  
  Thank you for reaching out and sharing your concerns with us. We understand how frustrating this experience has been for you, and we appreciate the opportunity to address your concerns directly.
  
  We want to clarify the timeline and decisions surrounding your booking:
  
  Booking and Cancellation Timeline: Your booking was confirmed on December 18, 2024, at 12:37 AM. The 24-hour ***** period for cancellations ended on December 19, 2024, at 12:37 AM. The second ****** application for Mr. **** ***** was initiated after this period and was unfortunately denied due to non-compliance with our safety standards. Its important to note that your booking was fully set to go with you already confirmed as an approved ******. While you ultimately chose to cancel the booking, the forfeiture amount was clearly presented for your review before finalizing the cancellation.
  
  Reason for Cancellation and Resolution Opportunities: We understand that Mr. ******* ****** application denial influenced your decision to cancel. While we did not receive any communication from you seeking assistance before the cancellation, had you reached out, we could have explored options to help, such as offering credits for future use. Despite this, during our discussions about your chargeback with the bank, we still offered to provide the forfeited amount in RVezy credits if the chargeback was dropped.
  
  Chargeback and Collections Process: Regarding your concerns about our communication related to the chargeback, please understand that our intention is simply to ensure awareness and understanding of the terms outlined in our Terms of Service. Our cancellation policy and procedures, including the steps involving collections, are designed to ensure consistency and fairness for all users. These communications are meant to clarify the standard procedures we follow to uphold the terms accepted at booking, not to be threatening.
  
  We appreciate your feedback and are committed to clear and transparent communication. Please feel free to contact us if you have further questions or need assistance.
  
  Thank you for your understanding.

   

  Warm regards,

  **** W

  Customer Success Manager

  Customer Answer

  Date: 10/01/2025

  Complaint: 22786244
  
  I am rejecting this response because:

  * There was no offer for credit until after the collection threatening email was sent and I formally challenged the charge.

  * The communication from multiple agents gave no recourse, suggestions or alternatives.  I was given blanketed and vague information. 

  * I maintain the very short window (24 hours) intentionally puts the customer at a disadvantage of setting up the reservation, getting drivers approved and finishing.  This almost guarantees the customer uses the entire ******** and ********************** essentially charges the a hidden application fee.

  * RVezy has not clarified what "tax" is being paid for this cancelled reservation. When a customer returns a product and requests a refund, you're not only refunding the item's cost but also the  tax you initially collected from them

  * RVezy has not clarified whether they are accepting the bank's decision or will continue to dispute 

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

  

  Business Response

  Date: 14/01/2025

  Dear Brendie,

  Thank you for your continued engagement on this matter. We appreciate the opportunity to address the points you've raised and clarify any misunderstandings.
  
  Cancellation Window and Policies: We understand your concern about the 24-hour ***** ****** for cancellations. However, it's important to clarify that the ***** ****** had already passed before the second ****** application was started. Thus, the position of forfeiting service fees and tax would have been the same even if **** ******* ****** application had never begun. The ***** ****** is intended to provide a fair opportunity to change or cancel a booking soon after its confirmation without penalties; however, once this ****** elapses, standard policy terms apply.
  

  Tax Clarification: The tax in question is applied to the service fee, which is a non-refundable part of the cancellation policy you agreed to at booking. Service fees are taxable, and our policy is consistent with industry practices regarding refunds on cancelled services.

  Chargeback Dispute: RVezy plans to pursue our right to dispute the chargeback in hopes of a favorable resolution. We are guided by our Terms of Service, which aim to treat both parties fairly, and unfortunately, this means we must uphold these standards even amid disagreements.

  We understand how disappointing this outcome has been and are committed to refining our processes and communication where possible, thanks to feedback like yours. Please feel free to reach out directly if you would like to discuss any further specifics or need additional clarification.

  Thank you for your understanding and patience.

  Warm regards,

  **** W
  RVezy Customer Success Manager

  Customer Answer

  Date: 15/01/2025

  Complaint: 22786244
  
  I am rejecting this response because:
  
  1. Lack of Tax Clarity
  RVezy still fails to provide a clear and detailed breakdown of the $217.20 charge.
  Specifically, they have not:
   1) Identified the specific tax they are collecting from consumers.
   2) Specified the government agency (County, State, or Federal) receiving the tax revenue.

  3 ) In *****************, Businesses are legally obligated to display an items sales tax on whichever transaction system they use.  Please identify what  tax was collected from the $217.20

  California law explicitly restricts the application of sales or use tax to tangible personal property. As there was no transfer of property in this transaction, the imposition of a tax is likely unlawful. As a ***************** RVezy Inc. may not be fully aware of the specific nuances of California tax law.

  2. LACK OF  and Potential Violation of SB 478:
  * RVezy Inc. still fails to provide a clear and detailed breakdown of the $217.20 charge, specifically differentiating between tax and service fees.
  * This lack of transparency raises concerns about potential violations of California Senate Bill 478, which prohibits the use of "hidden fees" for goods and services, effective July 1, 2024.

  3. Request for Resolution and Revised Billing Practices:

  I request that RVezy Inc.:
  

  * Provide me a detailed breakdown of all charges, including taxes and service fees.
  *Revise their billing practices to provide clear and transparent information to California consumers.

  * Drop this matter

  I believe that clear and transparent billing practices are essential for consumer trust and confidence. I urge the Better Business Bureau to assist in conveying this message to RVezy Inc. and facilitating a resolution that prioritizes consumer protection and compliance with California law.
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 15/01/2025

  Please see attached. Based on the information provided by the business - it appears they are willingly breaking California tax code.  This information needs to be reflected in the business profile.    A company cannot charge sales tax on a "service charge" and the business refused to provide an explanation after multiple requests. 

• 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:14/08/2024

  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.

  Rented an RV for Aug 9-12 inclusive, returned same the afternoon of August 11. Tried to leave a review as owner was very pleasant although experience was fraught with problems. Discovered could not leave review until owner has. Went to see if damage deposit had been returned on Wednesday. Damage deposit was more than twice the total rent and was not a hold on my card but had been removed from the account. Called the number to find out what was up. Was told would not return until up to 21 days after the rentals last date. This is fraudulent use of my money as I will pay interest on my card while they collect interest from it

  

  Business Response

  Date: 20/08/2024

  Hello *****************,
  
  I wanted to update you regarding your recent booking with us. As stated on our website, we authorize a security deposit for the duration of the trip until the booking has been closed. This process ensures that both parties have completed the necessary inspections and that no damages have been reported. Both guests and hosts have a fair window of up to 7 days to leave their respective reviews, which also affects the timing of the security deposit release. Please note that the security deposit is an authorization (a hold) on your credit card, not a charge.
  
  I wanted to inform you that the booking has now been closed, and the security deposit authorization has been released. You should see this authorization drop off your credit card statement within the next 5-10 business days. If you have any further questions or need assistance, please don't hesitate to reach out to our customer support team.
  
  Thank you for your understanding, and we appreciate your continued trust in our services.
  
  Sincerely,
  
  **********
  Customer Success Manager
  RVezy

• Initial Complaint

  Date:30/07/2024

  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.

  RVezy does nothing to help and protect host

  

  Business Response

  Date: 31/07/2024

  Dear ******,
  
  We received your updated complaint on the Better Business Bureau platform, and we would like to take the time to address your concerns. 
  
  As a peer-to-peer RV rental marketplace, we prioritize the well-being and satisfaction of both our hosts and renters. In your case, we made every effort to assist with your initial claim, maintaining open communication with you throughout the process. Our goal was to resolve the matter as efficiently as possible.
  
  However, we can only proceed with an insurance claim when there is adequate documentation to prove the cause of loss. Despite guidance from our claims agent, we did not receive pre-trip inspection photos that would have demonstrated the condition of your trailer before the rental began. As you know, these photos are essential in accurately assessing a claim and assigning responsibility.
  
  Due to the lack of sufficient documentation, we were unable to establish the cause of loss, resulting in the closure of your claim. We apologize for any frustration this may have caused, but please note that the transparency and fairness of the claims process is of the utmost importance to us. It is our responsibility to maintain the integrity of our platform and ensure that all parties involved are protected.
  
  We appreciate your feedback, and want you to know that your experience is valuable for improving our processes in the future. If you have any additional questions or concerns, please don't hesitate to reach out to our customer support team. 
  
  Thank you for your understanding.
  
  Sincerely,
  
  *************************
  Customer Success Manager

• Initial Complaint

  Date:26/07/2024

  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.

  17/07/24 RV delivered, by the owner, to our house, at 9:30pm the day before our reservation was to begin. It was dirty and, in our opinion, unsafe (propane stove) and, when asked about the awning, the owner said it did not work. When we expressed concern, Owner said "we can cancel the reservation". In my opinion he thought, at this late date, with plans made, we would decline. But we decided to be safe and accept his offer. We immediately cancelled campground bookings, and notified RVExy requesting full refund, including the owner's exact words when he offered to cancel. July 19, received email, "RVezy will issue you a refund in the mount of $1445.95 as outlined in our Cancellation Policy" and they credited our card that amount. Next day July 20, RVezy said that owner was "not wiling to cancel" that he denied saying he would cancel, and unless we had audio proof of owner's statements, and photos, RVezy would not fully refund. The credit disappeared from our credit card. After that, they refunded $763.05 and kept $727.99 We remain concerned that the owner's directions to remove the top of the stove and dismantle the propane pipes (that's the condition when he delivered it, he said to prevent rattling when travelling) is a serious safety issue and, since he denies everything else, he probably denies that too. Somebody might die. We ask for the remainder of our money back. RVezy will not allow us to post a review on their site.

  

  Business Response

  Date: 29/07/2024

  Dear ******,
  
  Thank you for reaching out to us and sharing your concerns. At RVezy, our primary goal is to ensure that both our guests and hosts have a positive and enjoyable experience using our platform. We take all customer concerns seriously and appreciate the opportunity to address the issues you've raised in your complaint.
  
  We apologize for the unfortunate circumstances that led to the cancellation of your reservation. We understand how disappointing and frustrating it can be when your plans do not pan out as expected. We take safety very seriously on our platform, and the information you shared about the propane stove has been noted for further investigation.
  
  Upon receiving your complaint, we thoroughly reviewed your case and took appropriate action based on the information provided. However, we found there was no evidence documenting the host's agreement to cancel, or proof that the ** was in the condition stated.
  
  In a situation where we cannot substantiate guest claims, we must abide by our established policies and protect the interests of both parties involved. We were, therefore, required to process the cancellation from your end, following our standard cancellation policy. As a result, we applied the policy, which entitled you to a partial refund, while the host received their portion of the booking payout.
  
  Despite the lack of evidence, we acknowledged the inconvenience you experienced and chose to offer you an additional refund covering our service fees and taxes. Our aim with this decision was to demonstrate our commitment to customer satisfaction while maintaining fairness towards our hosts who rely on our platform for their businesses.
  
  Once again, we apologize for the unfavorable situation and the negative impact it had on your plans. We wish to assure you that we are continuously working to improve our processes and ****** positive experiences for everyone involved in our peer-to-peer marketplace.
  
  If you have any further questions or concerns, please do not hesitate to reach out to our Customer Success team at ****************. We are here to help you and hope we can provide you with a better experience in the future.
  
  Warm regards,
  
  *************************

  Customer Success Manager
  **********************

  Customer Answer

  Date: 29/07/2024

   
  Complaint: 22050081
  
  I am rejecting this response because: It dies not acknowledge the facts. The host initiated the cancellation. We accepted his offer. We did not record the conversation  on our driveway .  Normal people don't do that . We did not expect the host to lie.. RVezy first sent an email advising a full refund, then cancelled the card credit and finally withheld almost 50% of our payment because they believe the host.  The host is not telling the truth. . I  continue to request that RVezy comply with their email saying we would receive a full refund,  as well as the opportunity to post a review  

  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 31/07/2024

  Dear ******,
  
  Thank you for providing further feedback on our response to your complaint. We apologize if our previous response did not adequately address your concerns. At RVezy, our primary focus is on supporting our customers, operating with fairness, and upholding our policies.
  
  You mentioned receiving an email stating that you would receive a 100% refund for your booking. Upon reviewing our communication records, we could not find any such email sent from our support team. We kindly request that you provide a copy of the email you received in order to help us properly assess this aspect of your complaint. 
  
  After conducting a comprehensive investigation into your communications with our support team, we'd like to emphasize our commitment to assisting you in this situation. As a goodwill gesture, RVezy offered you over $300 more than you were initially entitled to, in addition to the partial refund based on our cancellation policy. This approach was intended to demonstrate our commitment to your satisfaction while maintaining fairness to all parties involved.
  
  We are aware that this situation has been frustrating and disappointing for you. However, we always strive to operate within the guidelines of our established policies while maintaining fairness towards our guests and hosts alike. If you have further questions or concerns, please feel free to reach out to our Customer Success team. We are dedicated to providing the best possible support for all members of the RVezy community.
  
  Best regards,
  
  *************************
  Customer Success Manager
  **********************

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 22050081
  
  I am rejecting this response because: RVezy are only repeating what has already been said. I did attach a copy of the email to my las reply, but will attach it again and will email it directly to RVezy
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/08/2024

  Dear ******,
  
  We appreciate your recent response and understand your frustration. We aim to provide a clear explanation of our refund process and policies.
  
  In your previous response, you claimed to have received an email offering a full refund for the booking cancellation. Our customer support team received this email and promptly responded with clarification regarding the refund amount stated. As we had explained, of the $1445.95 refund amount stated in the email, $445.95 is the partial refund for your rental amount, and $1000 corresponds to the reversal of the security deposit amount held as an authorization. Additionally, we provided an extra $317.10 refund as a goodwill gesture to demonstrate our commitment to your satisfaction.
  
  We understand that our conversation may have appeared repetitive; however, our intent was to provide accurate and clear information to address your concerns. It seemed there might have been a misunderstanding regarding the email and its contents, so we strived to reiterate the correct information and offer clarification. As our positions remain unchanged, we may have reached a point where further discussions may not yield new insights or resolutions.
  
  If you have future questions or concerns, please do not hesitate to reach out to our Customer Success team. We are committed to providing excellent support for all RVezy community members.
  
  Best regards,
  
  **********
  Customer Success Manager
  **********************

  Customer Answer

  Date: 13/08/2024

   
  Complaint: 22050081
  
  I am rejecting this response because: RVezy has never offered a rationale for withholding $1200+ .   I agree that further correspondence is not productive. The ** was dirty and unsafe. The tv owner offered to cancel the reservation., and then lied.  RVezy kept over $1200 of our deposit.  Those are the facts. Nothing that RVezy has said will change the facts, and they will not allow me to post a negative review. But for $1200 I at least get the last word. Now pls have the good manners to just go away. 
  
  Sincerely,