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:12/07/2024

  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.

  I paid CAD ****** to rent a camping van for 3 days on Rvezy in May 2023. When we picked up the van, the owner said someone just returned it and he hardly checked the van. During the trip, the van started having some engine issues. Neither of the owner of the van or Rvezy was helpful during the hours they leave me in desperation. Eventually I got pulled over on the highway by ******* RCMP. The police officer informed me that I was [ ILLEGALLY ] driving since the van didnt have ************** covered and I shouldnt pay the rental. RCMP tolled the van immediately and I started disputing with Rvezy on the same day following the police officer's suggestion.The dispute with Rvezy took 3 months. They kept claiming the rental was legal because they have special insurance, which turned out to be a lie according to ICBC agents. They ended up charging me another CAD 500 for the deductible amount of the car rental insurance I purchased earlier. They claimed that I was responsible for the total loss of the van because I broke the engine; which is completely a lie!!! Thus, I called CIBC Mastercard to dispute these two transactions. CIBC Mastercard made the decision of me WINNING the dispute in November 2023.During those 6 months, I was harassed and scammed by **** almost everyday. They sent me email that I have to pay them CAD ****** for the total loss, only with a form of total loss estimate and they would hand it to a collection company.Their email stopped the day I received the bank decision.I THOUGHT THAT WAS THE END OF STORY. Even tho their behavior affected my mental health seriously.However, today, July 11th 2024, I received 2 emails from Rvezy, claiming that I owe them CAD ****** and CAD ******. They also claimed theyve sent the bill to a Collection company.I believe that I was the victim of their illegal rental business and harassment all the time.I am not responsible for any payment and I need a lawyer.I'm tired of the game.

  

  Business Response

  Date: 19/07/2024

  Dear ******,

  Thank you for reaching out to us and sharing your concerns. We understand that you have had a difficult experience, and we sincerely apologize for any inconvenience or distress this may have caused you.

  We would like to assure you that we have been actively working to understand the situation and come to a fair resolution. We are aware that you have been in communication with our senior management team to address your concerns. We hope that through open and respectful communication, we can work together to find a solution that satisfies all parties involved.

  If you have any additional information that you would like us to consider or any suggestions for how we can move forward, please do not hesitate to contact us. We appreciate your understanding and patience as we continue to work on this matter.
  

  Warm regards,
  

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

  
  

  Customer Answer

  Date: 19/07/2024

   
  Complaint: 21978605
  
  I am rejecting this response because: Your senior management team rejected to communicate with me.
  
  He claimed that a vehicle in ** with no ************** coverage can be LEGALLY rented to another person with RVezy insurance; Which is a lie confirmed firmly by RCMP and ICBC. 

  He was very disappointed with my disagreement and left the conversation.  
  Additionally, he sent me another email involving the collection company. 

  Im here to clarify my statement again: 

  I stand my ground that you lease a non insured vehicle that died on the road and police was involved to tow the truck for us and we have all necessary documents if we are to escalate it further. I am willing to and will take it as far as going to the BC court and Supreme Court to fight for my rights and to ensure to protect my civil rights.  

  I am willing to negotiate but only on reasonable grounds. 
  
  Sincerely,
  
  Chufan Cui

  

  Business Response

  Date: 22/07/2024

  Dear ******,

  Thank you for reaching out and providing your perspective on this matter. I appreciate the opportunity to address your concerns.

  Firstly, I would like to clarify that driving an RV without insurance is indeed illegal. However, this was not the case for you, as RVezy provided you with insurance coverage for your rental. Therefore, you were covered under our insurance policy during your rental period.

  Regarding the issue of entering the wrong fuel in the vehicle, it is important to note that this responsibility falls on the renter. Disputing the charge with your credit card company and refusing to take accountability for this mistake complicates the situation further.

  Your statement about the vehicle in BC without ************** coverage and the involvement of RCMP and ICBC has been noted. However, I must reiterate that RVezy's insurance coverage was in place for your rental, and this was communicated to you clearly.

  We understand your determination to pursue this matter further and respect your right to do so. We also acknowledge your willingness to negotiate on reasonable grounds, and we are open to finding a fair resolution.

  To move forward, I suggest we arrange a meeting with our senior management team to discuss the details and find a mutually agreeable solution. Please let us know your availability, and we will do our best to accommodate it.

  Thank you for your patience and understanding.

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

  Customer Answer

  Date: 24/07/2024

   
  Complaint: 21978605
  
  I am rejecting this response because:
  
  Renting out a vehicle uninsured with ************** in *********************** is illegal, no matter what other insurance you have. 
  

  Car insurance in ** is monopolized by the government (ICBC). 

  Again, your senior management team stopped and refused to keep the conversation. 
       
  
  Sincerely,
  
  Chufan Cui

  

  Business Response

  Date: 29/07/2024

  Dear **********,

  Thank you for responding back to us, we value your feedback and want to address your concerns thoroughly.

  Our senior management team is committed to finding a resolution and is willing to have one final conversation with you. However, for this discussion to be productive and respectful, we kindly ask for your cooperation in allowing a two-way dialogue. During our last conversation, it was difficult to communicate effectively due to interruptions. We believe that open, respectful communication is essential to resolve this matter satisfactorily for all parties involved.
  Please let us know a convenient time for this meeting, and we will do our best to accommodate it. We are hopeful that, with mutual respect and a collaborative spirit, we can address your concerns effectively.

  Thank you for your understanding and cooperation.

  Sincerely,
  RVezy Customer Success Team

  Customer Answer

  Date: 29/07/2024

   
  Complaint: 21978605
  
  I am rejecting this response because:
  

  Our last conversation failed because your representative was disappointed with me, not because of interruptions.

  Im open for conversation but I feel more comfortable to have it on BBB platform. Ive had lots of email and phone conversations with RVezy over one year, they all ended up with me being threatened and I never feel being respected. 

  Again, this rental was 100% illegal, which was verified by RCMP and ICBC. 
  The owner (host) and RVezy share the full responsibility for my financial and mental health damage. 

  
  Sincerely,
  
  Chufan Cui

  

  Business Response

  Date: 30/07/2024

  Dear **********,

  We acknowledge your email and understand your concerns. However, we need to address several critical points regarding this matter.

  Firstly, it is important to highlight that the primary issue stems from the fact that you added the wrong type of fuel to the *** resulting in significant engine damage. This has been substantiated with solid proof, and you signed a contract with RVezy that clearly outlines your responsibilities as a renter. Despite this, you have not taken any responsibility for this incident.

  Furthermore, you have disputed charges and have yet to pay for your trip. This leaves us with no alternative but to proceed with sending your case to collections and reporting it to the Better Business Bureau. We cannot overlook the financial and operational impact your actions have had on both the ** owner and RVezy.

  We are open to continuing this conversation, but it must be under the premise that you acknowledge and take responsibility for your actions. Until then, we will be moving forward with the necessary steps to address the outstanding charges and damages.

  Sincerely,

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

• Initial Complaint

  Date:19/06/2024

  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.

  Platform provided us a lead to a renter who used our **. Upon return of the ** there was $1k plus in damages. They ultimately ruled in the renters favor after extensive documentation, photos, descriptions and repair invoices that was provided to them. Deceptive business practices that favor renters rather than owners who are forced to take the loss on damages from their customers. OWNERS BEWARE!!

  

  Business Response

  Date: 20/06/2024

  Dear ******,
  
  We recently received your complaint filed through the Better Business Bureau, and we wanted to promptly address your concerns. We hold the satisfaction and trust of our hosts and renters in the highest regard at RVezy, and as a peer-to-peer RV rental company, our mission is to provide a fair platform for both hosts and renters.
  
  In your case, we conducted a thorough and formal review of the disputed charges. After careful examination of the documentation, photos, and descriptions you provided, we determined that the guest was indeed responsible for some damages. As a result, we upheld the charges for the broken window latch, labor charges, and septic dumping fee, and these amounts have been reimbursed to you.
  
  However, regarding the other charges (broken entry door strut, damaged curtain support brackets, damaged awning arm, severed wires, and additional labor), we were unable to verify or validate your claim due to insufficient evidence. Our policy requires that hosts provide substantial proof, such as formal trip inspection photos or other images with timestamps, to conclusively demonstrate that damage occurred during the rental period. Unfortunately, we did not receive any such documentation in your case.
  
  RVezy is committed to ensuring the fairness and transparency of our dispute resolution process. We understand that our hosts may experience occasional issues with renters. To better safeguard against future disputes, we encourage hosts to adopt best practices such maintaining open communication with renters throughout the rental period, and conducting comprehensive pre-rental inspections, capturing clear photos before and after each rental, which you were prompted to do on the trip start and end date, but failed to complete.
  
  We sincerely apologize for any frustration or inconvenience this situation may have caused. At RVezy, we strive to continuously improve our services and support. If you have further questions or concerns, please do not hesitate to contact our customer care team at ******************************** or ****************. We're here to help.
  
  Thank you for your understanding, and for being part of the RVezy community.
  
  Sincerely,
  
  *************************
  Customer Success Manager

  Customer Answer

  Date: 22/06/2024

   
  Complaint: 21873555
  
  I am rejecting this response because:
  

  It is important to note, that the only damages you reimbursed me for were the ones that the renter agreed to pay. We submitted photos of both pre trip and post trip for these concerns along with invoices. As a rental platform, the expectation is to have fair and unbiased decisions based on evidence. This clearly was not the case as you have sided with the renter 100% based on your decision. In your response, you claim I failed to provide both pre trip and post trip photos. There is no accuracy in that statement as these were all provided to you upon request.

  In good faith and so it is visible to the BBB on the facts of the situation, I have uploaded as many of these pieces of evidence into the form that I was able to. We performed a complete RV inspection prior to this reservation by a third party repair shop. None of these issues were identified prior to the trip or by the renter. We specifically let them know to take as many pictures, test every function and document any issues immediately prior to leaving with the *** The awning not working, a broken strut and broken curtain was never mentioned. The only message we received was about the awning after they traveled over 300 miles to ***** for a music festival where RV's are packed in tightly together. Presumably, the renter damaged the awning on the trip up there, thus the reason it did not work at their destination.

   

  The business practices being carried out by the company are unfair and deceptive to owners on the platform. Our hopes is to warn future owners of this experience prior to them renting RV's out on your platform and for the exposure to be visible on BBB so they are aware.  

  
  Respectfully,
  
  *****************************

  

  Business Response

  Date: 25/06/2024

  Dear ******,
  
  Thank you for your follow-up and for providing additional context regarding your concerns. We understand that you have submitted more evidence to the BBB, and we appreciate your commitment to working through this situation with us. At RVezy, our primary goal is to ****** a fair and transparent platform for both hosts and renters.
  
  We apologize for any confusion regarding the pre-trip and post-trip photos you mentioned in your email. While we did receive some photos, they either did not have timestamps or metadata that could help us verify when they were taken, or were taken outside of the agreed trip dates. This consequently made it challenging for us to conclusively establish whether the damages occurred during the rental period or before or after it. Additionally, we noticed that you did not complete the pre and post trip inspections through our app (see attached screenshot), which ensures that photos are taken on the start and end dates of the trip, as well as allows us to verify the accuracy of these photos.
  
  To address your claim that you submitted pre and post trip inspection photos, we reviewed the case and noticed that the "before" photos for the damaged curtain support bracket and the broken entry door strut were taken on the morning of the trip start date, May 16. However, the photos showing apparent damages were taken the day after the trip ended, on May 22. Concerning the broken awning arm, we did not find any timestamped photos that verified the damage occurred during the trip dates.
  
  Regarding the broken window latch, labor charges, and septic dumping fee, we charged the guest because they admitted to the damages, and in that particular case, we didn't need to rely solely on photo evidence. However, for the other claims, we were unable to hold the renter accountable due to insufficient evidence.
  
  We understand your concerns about the awning not working and the other damages you mentioned; however, without sufficient evidence to support these claims, we are unable to hold the renter accountable for them. In the case of the awning, the renter did inform you on the first day of the trip that it wasn't working, which suggests that the issue may have existed before their rental period.
  
  Going forward, we recommend taking advantage of the pre and post-trip inspection functionality available through the RVezy app. It streamlines the process of capturing and preserving timestamped images before and after each rental, ensuring that any claims for damages can be supported by clear and verifiable documentation.
  
  We understand your dissatisfaction with the outcome of this dispute resolution, but our primary objective is to remain fair and unbiased in our decision-making process. Once again, we apologize for any frustration or inconvenience this has caused you. Please do not hesitate to reach out if you have any further concerns or questions. Our customer care team is available at ********************************, or ****************, and we're always here to help.
  
  Thank you for your understanding and for being part of the RVezy community.
  
  Sincerely,
  
  *************************
  Customer Success Manager

  Customer Answer

  Date: 25/06/2024

   
  Complaint: 21873555
  
  I am rejecting this response because:
  

  We would like to proceed with arbitration on this issue as the concerns are not being addressed. We do not wish to proceed forward with further reservations on your platform, only to recover the funds we have lost as part of this reservation. 

   

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

• 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:15/09/2023

  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.

  We rented an ** from RVezy: service dates 6/15/23 to 6/20/23, claim AT-2023-********* During the trip, we backed the *** without accelerating, into a small tree that resulted in cosmetic damages to the LEFT bumper. We informed the owner and a claim was filed. I received an email from Rvezy on 6/23/23 notifying me "your claim is now closed" and referenced the following balance and payment. The email also stated, "Total claim value: $811.88, Deductible paid by renter: $1500.00, Reimbursement to renter: $688.12"On 8/10/23, I received a new email from Rvesy stating the owner of the vehicle submitted an "updated repair" because the mechanic, who had not yet done any work on the vehicle, "discovered additional damage" to the bumper. Reportedly all of the work was started and completed on 8/9/23 (though the date on the attached invoice was said to be "incorrect"). The email also said, "Your deductible for this booking was $1,500.00. We initially closed the claim with you being charged $811.88. With the total repair costs now at $2,078.34, you are required to pay your full $1,500 deductible. Since you have already paid $811.88, you owe the remaining $688.12." The RIGHT side of the bumper did not contact the tree. I made MULTIPLE attempts to contact ***** expressing concerns about how pictures suggested preexisting rust damage to the RIGHT bumper were evident, and the ** continued to be rented for nearly two more months possibly resulting in other damage. On 8/22/23 ***** said: "Damages once dismantled were on both sides left and right, possible the right side damages are prior, however the supplement requested is caused also by the left side damages. We were unable to complete repairs without repairing the right floor crossmember." Rvesy is admitting damages to the other side of the bumper may be preexisting. They have not established my responsibility or connection to those damages but are asking me to pay anyway. Rvesy is threatening to send me to collections.

  

  Business Response

  Date: 18/09/2023

  Hi Alyssa, 
  

  I hope this email finds you well. I am writing to provide you with an update regarding the repair costs for the bumper damages that occurred during your recent RVezy rental. As you may recall, our original estimate for the repair costs was based on a preliminary visual inspection conducted by the mechanic.
  

  Upon further inspection, the mechanic recently removed the bumper and discovered unexpected internal damages to the frame. As it turns out, this is not uncommon; such internal damages can be routinely uncovered only when the mechanic begins the actual repair process. RVezy has deemed these additional repairs necessary, as the bumper damages were caused during your rental period.
  

  I understand that this news may be disappointing, but please rest assured that we have taken all necessary steps to ensure the repair costs are fair and accurate.
  

  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.
  

  BBB RVezy Manager

  
  

  Customer Answer

  Date: 18/09/2023

   
  Complaint: 20612799
  
  I am rejecting this response because: Thank you for your response. However, as stated in the 8/22/23 email, "Damages once dismantled were on both sides left and right, possible the right side damages are prior, however the supplement requested is caused also by the left side damages. We were unable to complete repairs without repairing the right floor crossmember."  I agree the issues discovered with the car are not necessarily connected to me and that the significant amount of rust damage, compromising the metal of the car, seems likely to have predated the rental period. I have expressed these concerns with my claim advisor, whom I have been in regular contact with, and am displeased with the lack of specificity in their response. It doesn't seem right to me that you are asking me to pay for issues that don't seem to be caused during the rental period, per your own emails. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 19/09/2023

  Hi ******,
  

  I hope this email finds you well. We appreciate the information you have provided. I am writing to inform you that a manager from our claims department will be in touch with you within the next couple of days to review and discuss your claim in more detail.
  

  The assigned manager will answer any questions you may have, walk you through the next steps, and help ensure a smooth resolution to your claim.
  

  In the meantime, please don't hesitate to reach out to us should you have any concerns. You can contact our customer service at **************.
  

  Regards, 
  

  BBB 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.