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:01/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family and I rented an RV for 3 weeks in June 2022. After we got the RV, we ran into a few issues right away: the front passenger airbag wasn’t working (safety concern), freezer wasn’t working (food that we prepared melted and spoiled), and other smaller misc issues. These issues were never corrected for the entire 3 weeks, despite clear communication, and our plans had to be modified. After we returned, we did the walk through with the owners, and we signed for all the damages (minor) that we found and left on good terms. A week later, the owners filed a claims on this items, and multiple other items that we never saw or signed for, including: $350 deep clean fee, $1200 detail for exterior, ect, ect, ect. RV shares solution: split the claim down the middle, regardless if the claims were legitimate. So basically, the owners get to deep clean and detail the RV at renters expense, after any rental. At first, we thought there was a mistake, because the owner said he’d file a claim with the insurance, because some of the damages were not our fault (ie, wheel hub cap fell off), but then we realized that we were getting the bill. We wanted to leave a review after the claim settled, to have a comprehensive review of the whole process, but by then the review window closed. We felt that that would be fair for both us and the owners. However, RV share refuses to leave “unhelpful” reviews. We understand that this review doesn’t help their business, but other potential renters need to be aware, and to remain cautious to unwarranted claims. We believe RV share purposely omits negative reviews to encourage increased booking, at renters expense. This owner has many bookings every month, but only 2 reviews. Most likely waiting for the review window to close, then filling their claims.

  

  Business Response

  Date: 02/12/2022

  Hello *****,
  
  Thank you for getting in touch with RVezy. 
  
  After reading your message, it looks like you have contacted the wrong business. It seems like you are looking to contacted RVshare and you have contacted RVezy. 
  
  Should you have any questions, please do not hesitate to contact us.
  
  Best,
  *** RVezy Manager 
  
  
  

  Customer Answer

  Date: 07/12/2022

  
  Complaint: 18510674
  
  I am rejecting this response because:sorry, I mistakingly wrote RVshare, but I meant RVesy. ** ******* ****** *** *******
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 09/12/2022

  Hi ***** & ******.

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

  
  After reviewing your claim regarding booking ****** in more detail I can confirm that the initial claim of $1200 was denied due to lack of evidence. However with the supporting documentation provided by the host, the claim was closed charging you a total of $651.84 excluding tax and service fee. 

  
  The Standard protection you selected has a deductible of $2500. As the claim amount was inferior to the deductible, the insurance was not able to cover it. For more information on this, you can review the links below: 

     - What does RVezy insurance cover?: **************************************************************************************

     - What kind of insurance claims are not covered by RVezy's insurance?: *************************************************************************************************************************

  
  Another concern you raised was the extra cleaning fee of $250 charged during the closeout process. As the article indicates, Who is responsible for cleaning the RV? ************************************************************************************************ the guest is responsible to bring the RV in the same condition as it was when it was taken. After reviewing the documentation the host sent this was not the case.

  
  Since you requested to have someone from our team reach out to you, you can expect a call from us shortly.

  
  Best, 

  
  *** RVezy manager.
  

  
  

  Customer Answer

  Date: 09/12/2022

  
  Complaint: 18510674
  
  I am rejecting this response because: I would like to leave me review for the owners, just as he did for me. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:08/11/2022

  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.

  We rented an RV from RVEzy.com in July 2022 and drove it to three Ontario provincial parks under normal weather condition. After we returned the RV, the owner noticed the paint in three small areas on the driving room doors was bubbled and filed an insurance claim, These damages were not from collisions (we have photos to prove this), but regular wear and tear or poor paint work. The insurance policy covering the rental doesn't cover these kind of damages and states clearly that they should be the owners responsibility (https://help.rvezy.com/hc/en-us/articles/360039987313-What-kind-of-insurance-claims-are-not-covered-by-RVezy-s-insurance-). However, after the owners filed laim, RVEzy.com processed the claim as collisions, so that they became the renter's responsibility. As a result, the company deducted $634.00 from our security deposit as the insurance policy we bought had a $2000 deductable. I attached the photos of the affected areas and the insurance estimate. The first three photos showed very clearly the pain damage was not from collisions as the areas had no sign of hard impact. The last two photos showed that the damage was claimed as collisions. Also note that all these damages happened to the dark strips on the RV body, which is an extra layer pain on the hard coat pain of the original body paint.

  

  Business Response

  Date: 09/11/2022

  Hello *****,
  
  Thank you for getting in touch with RVezy. 
  
  I have reviewed your account and it looks like the Trust and Safety team did not process an insurance claim. This is why you were not charged the full deductible. The charges that you have mentioned were deducted from your security deposit. We have photos that show the damages cuz after you picked up the RV as well as inspections images taken by the RV owner. Our records shows that you did not complete the inspections pre and post booking that will allow us to identify when the damages occurred  
  
  Should you have any questions, please do not hesitate to contact us.
  
  Best,
  *** RVezy Manager
  

  Customer Answer

  Date: 10/11/2022

  
  Complaint: 18377910
  
  I am rejecting this response because:
  

  1) This case was processed as an insurance claim from the beginning to the end. The owner of the RV opened an insurance claim after the RV was returned and RVEzy immediately deducted $1000 more from my credit card on July 25 (see attached notice). This was on top of the $1000 security depoit RVEzy held for the rental. The total made up to the $2000 deductable in my insurance policy.  The assessment was completed as an insurance as well as the assessment notice shows (attached). 

  2) As the owner opened an insurance claim which would be handled by RVEzy, they deferred all my questions to RVEzy (see the communication between my and the owner) and closed out the rental. As the result, the owner didn't need to hold responsibility for the poor quality/maintainance of the painwork of their RV, and I wasn't given the fair chance to dispute with them or leave my review for the quality RV they provided to renters. 

  3) If the nature of the damages is not covered by the policy insurance as it is the owner's responsibility, how could RVEzy put the full responsibility on the renters by saying they didn't process this as an insurance claim. If that is case, why do they need the Owner's responsibility in the insurance policy? 

  Therefore, I don't think RVEzy processed this case properly and their business practice treats the renters unfairly and is in fovor of the owners. 

   

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

  

  Business Response

  Date: 14/11/2022

  Hello ********,
  
  Thank you for getting back to us. 
  
  I took a look at the booking again and I can confirm that because the damage was less than the security deposit, this was not processed as an insurance claim. The only reason why you see this as an insurance claim is because we charged part of the deductible because the security deposit was refunded in full. You can see this in your bank statement. 
  

  Regarding the damages, I have pictures that the owner provided where is very clear that damages occurred while the RV was in your possession. I'm happy to share this with you. You can email me at [email protected] and i can share this with you. Please write *** review documents on the subject line so we can communicate via emails. 

  Looking forward to hearing from you.
  
  Best,
  ********
  

  
  

  Customer Answer

  Date: 16/11/2022

  
  Complaint: 18377910
  
  I am rejecting this response because:

   

  I'm not here to dispute when the damages happened, but the practice RVEzy used to handle the case and assign the responsibility. 

  Basically, I don't agree that this "The damage was less than the security deposit, this was not processed as an insurance claim."

  1) Whether a damage is insurable or not depends on the nature of the damage, not the amount of the loss from the damage. So, please let me know if this type of damage is insurable or not according to your policy.  

  2) RVEzy processed the case as an insurance claim and the document provided to me clearly showed this, how in the end, it is not "processed as an insurance claim". If this was not an insurance claim, I should be given the chance to communicate with the owner directly and dispute the responsibility and I would be able to leave my review about the transaction based on the experience. 

   

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

• Initial Complaint

  Date:03/11/2022

  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.

  A friend & I rented a RV through the RVezy website. We had an extensive trip and had MULTIPLE problems with the RV, the worst being that the electric stairs stopped working on the 1st night of our trip. The owner filed an insurance claim & it was determined that it was a mechanical error. However, he also filed a claim stating that a hood lock was missing which we are being held accountable for! Prior to the trip, I purchased the roadside assistance insurance. When we ran out of gas, I was told by the support person that we were covered. 3 months AFTER our trip, I get an email stating that we were only covered for $50 & were responsible for $275. They immediately deducted the money from my account without allowing me a chance to dispute. Today, I received an email stating that we were found to be responsible for the missing hood lock which is $422! Again, I am not being given the chance to dispute this. I will NEVER use this company again. It has been one hit after another MONTHS after we finished our trip. We were put at great inconvenience due to issues with this RV and frustrated with things that were expected but didn't work (outlets, outside entertainment, etc). This company is TERRIBLE!

  

  Business Response

  Date: 04/11/2022

  Hello there,
  
  Thank you for getting in touch with RVezy. 
  
  I have reviewed your account and it looks like our trust and safety team did honour our roadside offering. Please see this document for further detail :https://help.rvezy.com/hc/en-us/articles/360039005834-What-is-RVezy-s-roadside-assistance-coverage-for-motorized-RVs-
  
  Regarding the other incidents have you send any evidence that proves that the issue was pre-existing before your trip?  

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

  
  

• Initial Complaint

  Date:19/10/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 27, 2022 I signed a contract to rent a unit using the RVezy platform for August 13 - August 21, 2022, booking number ******. The contract I signed was to rent the Little Islander’s Luxury Chariot II, 31ft unit with 3 slideouts. On August 13, 2022 I did not receive the unit we rented and according to an RVezy representative, this is strictly prohibited. The unit that was delivered was an older model that was substantially smaller with no slideouts. It was delivered 8 hours late and riddled with problems like leaking water in the bathroom, no properly working toilet, no hot water and a broken stabalizer. The unit had not been cleaned and had several safety issues including electrical plugs that were half detached from the walls and electrical cords wrapped in cellophane and duct tape. It was not in rentable condition. I reported this to RVezy at the beginning of our family holiday and asked to cancel it and rent a different unit. I followed the RVezy representative’s suggestions to contact specific owners to rent a different unit. No suitable units were available on short notice in August; this is why I rent many months in advance. I had already paid for the 8 days of our campsite as well as committed to the camping holiday with a group of other family members and friends. In addition to this, I had to deal with a hostile owner emailing who tried to verbally attack me multiple times over issues with his unit. I paid for a service from RVezy that I did not receive. My wife and I have wasted many hours of time trying to get a refund. It is appalling that RVezy would treat a returning customer this way. Eventually, after reviewing some of the photos and email threads, a Trust and Safety Officer from RVezy found the owner’s behaviour in violation of RVezy’s rules and regulations. I have been issued a partial refund of $814.37. I paid $1912.70. I am seeking a refund for the remaining balance of $998.33.

  

  Business Response

  Date: 31/10/2022

  Hello *****,
  
  Thank you for getting in touch with RVezy. 
  
  I have reviewed your account and it looks like we provided you with a partial refund due to the issues you had with your booking. The reason why a full refund was not provided is because you ended up going on the trip and you used the RV to for the full length of the trip. 
  
  Should you have any questions, please do not hesitate to contact us.
  
  Best,
  *** RVezy Manager
  
  

  Customer Answer

  Date: 07/11/2022

  Complaint: 18246515
  
  I am rejecting this response because of the primary issue that we did not receive the trailer that we had booked. The image from the ad on RVezy and the actual trailer that was delivered to the campground that we were staying at were two different trailers. The trailer in the ad was larger and newer than the one that arrived. When starting the complaint process with RVezy the next morning after receiving the trailer at dusk the night before, the RVezy staff told on the phone that delivering a different trailer than the one advertised on the RVezy website immediately voids the contract. This action itself should immediately cause the contract to be voided and that 100% of our payment be refunded. I will continue though because there are a number of other issues with the older, smaller trailer that we encountered. 
  

  The smaller, older trailer had no workable awnings and no slideouts. The external wiring was unsafe as the main power source was wrapped in cellophane and taped with duct tape and not electrician’s tape. The inside of the trailer was filthy - the fridge and freezer had hair and dirt in them; the bathtub had dirt and debris in it; the kitchen sink plug had black chunks of dried debris on it; the toilet paper under the bathroom sink had been chewed; and in the main bedroom area, electrical outlets were partially detached from the wall. Further, there was a leak in the washroom area so we couldn’t use the toilet and there was no hot water so we couldn’t use the shower. 

  
  We chose to rent through RVezy because we wanted a hassle-free holiday with family and friends.  We paid for a 31 foot unit with 3 slideouts. We paid for a unit that was supposed to have working showers, a working hot water tank, no leaking pipes in the bathroom, working lights, and an awning for protection from weather. We paid for a unit that was supposed to be equipped for a family of 4 and it was not.  We had to borrow dishes like big bowls and mugs for hot chocolate.  We paid for the setup and expected the unit to be delivered on time, not 8 hours later in the dark.  We had to help set the unit up and help fix a broken stabilizer. This took 2 hours to do. We couldn’t unpack or put anything away in the unit that night because the trailer was filthy and the owner said he had to make a decision to either get us the unit or have it cleaned.  This is unacceptable amidst a global pandemic.  My wife spent hours the next day sanitizing the unit because it was so dirty. Instead of an enjoyable holiday, we had to contend with issues all week long.  In RVezy’s response, they stated that we “ended up going on the trip and used the RV for the full trip.” My family and I were already at the campground in our group site that cost approximately $800. I contacted RVezy at the beginning of the trip to inform them about the issues and asked to cancel and rent something else.  On short notice in August, we were not able to get anything delivered.  We should not have been put in that position in the first place.  We should have received what we booked and paid for - period.  If the shorter, older unit that was delivered was actually in rentable condition, we would not be seeking a full refund even though we feel we are entitled to one.  

  
  In summary, we have only received a partial refund of 42.6% from RVezy based off of the price of a larger, newer, working trailer. As the RVezy rep said on the phone, this rental should be voided. For some reason what we were told on the phone and what we received as a partial refund later were not the same. 
  
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 08/11/2022

  Hello *****,
  
  Thank you for getting back to us. 
  
  I took a look on our records and I was able to see that someone from our Trust and Safety team reached out to Cindy with the breakdown of refunds and credits that were granted to you due to this incident but we never heard back from you.

  The email was sent on September 19th. If you have any further concerns please reply to that email so we can continue to work with you to assist you in this matter.  
  
  Thank you and we look forward to supporting you. 

  
  Best,
  *** RVezy Manager
  

  
  

  Customer Answer

  Date: 15/11/2022

  Complaint: 18246515
  
  I am rejecting this response because RVezy failed to address the main issue that the owner brought an older and smaller trailer to us. It arrived many hours late and I had to sign the contract in the dark. The contract that was signed was for the newer, larger trailer - and not for the actual trailer that arrived. All of the shortcomings were found out the following day in the sunlight. 

  Since the contact that was signed misrepresented the trailer that was delivered, your staff told me on the phone that this rental should be null and void. If you have information about the wrong / different trailer being delivered on your website or in the forms that were presented to us, please include them in your response.

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

• Initial Complaint

  Date:10/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a RV from July 16th to July 24th, 2022 from a owner on RVEZY. When we picked up the vehicle, we took a video. The purpose of the video was to record where everything was located, so we can always watch it again when we can’t find something. At the end part of the video, around 21min, we can see the engine light is on already, indicating a problem with the engine. We asked the owner about it, and he said there was a problem with it when the previous renter was driving it, but he fixed it already, don’t bother the light. So we went off to our trip, but the engine still broke down in the middle of it. Customer service contacted me, saying engine problem isn’t the renters fault, so I should get my deposit back soon. But it has been almost three months, it’s still not back. This isn’t our fault, the engine isn’t working properly from the beginning, why use my money to repair it?

  

  Business Response

  Date: 13/10/2022

  Hello ****,
  
  Thank you for getting in touch with RVezy. 
  
  I have reviewed your account and it looks like a full refund was provided on October 11th. Please see image attached. 
  
  Should you have any questions, please do not hesitate to contact us.
  
  Best,
  Customer Success Team

   

   

  
  

• Initial Complaint

  Date:05/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  September 15-18 our trailer was rented to why was supposed to be 2 adults. Upon dropping the trailer off, there was 3 adults and 4 children. We had a very clear no pet policy. When my husband picked the trailer up he opened the door to dog hair everywhere. He asked the renter and the renter admitted that dogs may have gone in the trailer and immediately started wiping and sweeping the hair before my husband could take proper photos. He managed to get a photo of the entryway and counter with hair on it. After almost a month of sitting in a dispute when we tried to keep $300 of their deposit for steam cleaning RVezy said there isn’t enough hair in the photos to approve the claim. So now we are out the steam cleaning bill and those renters get to walk away after causing this headache. I will be writing a review in every place I’m able to warn everyone to not use this company to rent their trailer out.

  

  Business Response

  Date: 14/10/2022

  Hello *****
  
  Thank you for getting in touch with RVezy. 
  
  I have reviewed your account and it looks like the dispute was closed due to the lack of evidence. We require pictures in order to verify the incident and the images you provided were not enough evidence to charge the renter $300.  
  
  Should you have any questions, please do not hesitate to contact us.
  
  Best,
  RVezy *** Manager
  
  

  Customer Answer

  Date: 14/10/2022

  
  ********** ********
  
  I am rejecting this response because: as stated in a phone conversation and several emails, the renter was asked if there was a dog in the trailer, he said yes and proceeded to wipe everything down before photos could be taken. They did several things during the trip that we could have charged them for, like being 5 hours late to drop off for example. We let all of that slide and just wanted our trailer to be professionally cleaned after their dogs were in there. The photos we dis provide showed dog hair on the floor at the entrance and our white countertop showed several white hairs on it. We cannot help that their dogs hair matches the colour of our counter and doesn’t photograph well at night. The renters did not do any type of inspection. They admitted to having dogs and then they harassed me until I had to block all forms of contact. You have lost a customer who had a whole season of rentals lined up for next year because you failed to hold up your end of the agreement. I was specifically told that if there were damages or additional cleaning, then all I had to do was submit it and I would be reimbursed for the cost. I am now out $300 in steam cleaning fees and could not use my own trailer for the remainder of the season. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 18/10/2022

  Hello *****, 

   

  Thanks for providing more information regarding your dispute. As per my previous email, we are not able to honour this dispute in your favour due to the lack of evidence. 

   

  In addition, we have de-activated you account as per your request. 

   

  Should you have any questions, please do not hesitate to contact us.
  
  Best,
  *** RVezy Manager 

  Customer Answer

  Date: 18/10/2022

  
  ********** ********
  
  I am rejecting this response because: scam of a business. The numerous complaints speak for themselves. Wish I would have come here before giving you business and money. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:22/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a claim that I created for an RV rental due to some minor damage (estimated repair is $200-300) that occurred while the trailer rental was in my possesion. I have called and asked for an explanation of the insurance claim process on August 26, 2022 and eight more times thereafter up to today (September 22, 2022), but have been unable to reach anyone on the phone and when speaking with customer service and leaving a request for a phone call from an insurance agent, no one has returned my phone call after promises have been made to do to. Rvezy has taken a $1500 deductible ******** *********** from my **** for the insurance claim with no notice and is planning to hold it, from my understanding, up to 2 years until the owner of the trailer makes the necessary repairs and provides confirmation to Rvezy. ******* ****** *******. I was assigned ****, ***** * ****** ******* from Rvezy who has not returned any of my five requests for a call back to discuss the details of this claim. After waiting for a return phone call for two weeks, I asked to speak with ****'s ******** **** *** ***** * ****** ******** **** *** has also not returned any of my three requests for a call back to complain about his employee or answer any of my questions. At this point Rvezy has my money which they took without my consent or knowledge and there is nothing I can do as I am unable to discuss this matter with this company. I don't know if I will every get any of my money back. Please help!

  

  Business Response

  Date: 27/09/2022

  Hello ****,
  
  Thank you for getting in touch with RVezy. 
  
  I have reviewed your account and it looks like Alex tried to reach you via phone, please get in touch with us via email or phone so we can help you further with your inquiry.
  
  Should you have any questions, please do not hesitate to contact us.
  
  Best,
  Customer Success Team

• Initial Complaint

  Date:19/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged for damage to a travel trailer I rented. The company took $1500 from my credit card and never informed me what it was for until they already resolved the dispute. I was never informed as to what was being claimed against me until the dispute was settled. Then they claimed I did not provide a defense for what was being claimed against me. How can I defend something I was not made aware of until it was closed by them? I was charged for damaging items I did not damage and no proof was provided. The dispute process is kangaroo court. People should know that they are not protected from being rented damaged, unsafe and run down trailers and owners can scam you into paying for repairs unrelated to your use and RVEZY will side with the owners. Renters beware.

  

  Business Response

  Date: 20/09/2022

  Hello ********
  
  Thank you for getting in touch with RVezy. 
  
  I have reviewed your account and it looks like you have disputed the charges with your credit card. At this point in order to further assist you, your dispute would need to be remove so RVezy can interfere. 
  
  Should you have any questions, please do not hesitate to contact us.
  
  Best,
  Customer Success Team 
  
  

  Customer Answer

  Date: 21/09/2022

  
  ********** ********
    
  I am rejecting this response because: I will remove the credit card dispute only when this is resolved.  I can't trust that removing it will make RVEZY deal with me fairly because they have not to date. The credit card company would prefer this being resolved between us so there is no reason for RVEZY to refuse to deal with me because of this.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 23/09/2022

  Hello ******** 

  As mentioned in my previous message, if you do not remove the dispute from your credit card, we can not proceed with your request. 

  I undertand you would rather deal with your bank, so we will proceed with your approach. 

  Should you have any questions, please do not hesitate to contact us.
  
  Best,
  Customer Success Team 
  

   

  Customer Answer

  Date: 23/09/2022

  
  ********** ********
  
  I am rejecting this response because: it is apparent that RVEZY  does not want to deal with me. There’s nothing easy about them They have made that abundantly clear from the beginning. There is nothing saying they can’t deal with me just because I opened a credit card dispute. That is their choice. The credit card company would prefer they deal with me directly in fact. Once we resolve this I would be happy to remove the dispute from the credit card. I am not trying to get out of paying for legitimate charges. I’m trying to avoid getting *******.

  I have since updated what I’m looking for directly with RVEZY. **** is apparently looking into it. I did not immediately realize that you have not refunded me the amount that is reasonable. 
  I was charged $1500 for damage I did not do. Even the window was not my fault as per all of the notes I have already provided to the company directly. That being said, it is difficult to prove the window was not my fault and therefore I am willing to pay for only that repair. I received a quote of between $400 and $500 from ******* glass. I provided them all of the details of the window over the phone and was given that quote. I cannot get a more firm quote without bringing the RV to them which is obviously not possible. Based on the fact that the trailer owners already offered me $150 refund for the cleaning, combined with even a $500 window repair, I should only be paying $350. To date you have kept $1095.53. Please refund my ********** $745.53 and I will call ********** and close the dispute and this *** complaint will also be resolved.
  
  ***
  
  ******* *******

• Initial Complaint

  Date:29/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the weekend of June 19, I rented a trailer from an owner through RVezy. During my travel from Writing on Stone Provincial park back to Calgary AB I was flagged down on Highway #2 between Fort Macleod and Granum at approximately 1:30pm (Sunday June 19) to notify us that the roof was peeling back from the front of the trailer. I contacted the owner immediately via both text and phone to notify her and to ask how she would like me to proceed. Since the time of the above noted incident, RVEZY has retained $500 of my money as a deductible for the claim and would only be willing to release it if I was found not at fault. Earlier today I received an email from the safety advisor notifying me that although the roof damage was deemed the fault of the owner, there was further damage as the roof peeled further back that would be considered my fault. This goes against their own terms and conditions and I do not trust their judgement. Below is the response I received from RVEZY: After extensive review with our team and managers, we are not able to cover the repairs to the roof. According to the mechanic's report, the mechanic inspected the rubber roof material that had blown off and found the glue has let go and this is what cause the rubber roof to let go. According to our Terms of Service, in section 4.2: "DAMAGES CAUSED BY FAILURE TO PROPERLY MAINTAIN THE RV AND GENERAL WEAR AND TEAR IS NOT THE RESPONSIBILITY OF THE RENTER AND THE OWNER WILL BE HELD 100% FINANCIALLY RESPONSIBLE FOR ALL DAMAGES, CLAIMS AND LOSSES THAT OCCUR AS A RESULT." I will attach a copy of the mechanic's report regarding this statement. However, there were resulting damages caused by the roof peeling off towards the antenna and vent caps. We will be proceeding with this claim and approving it for repairs. We are currently awaiting an estimate of repair and we will let you know.

  

  Business Response

  Date: 02/08/2022

  Hello ****,
  
  Thank you for getting in touch with RVezy. 
  
  I have reviewed your account and our trust and safety team will be providing a resolution regarding your refund. Please check your inbox for further details. 
  
  Should you have any questions, please do not hesitate to contact us.
  
  Best, 

  Customer Success Team

  
  

  Customer Answer

  Date: 08/08/2022

  
  ********** ********
  
  I am rejecting this response because: RVezy has yet to provide my full deposit back to me. In an email today they stated that they would be closing the case today but I have not received my money yet and the previous correspondence noted that I needed to accept or reject by today.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 11/08/2022

  Hello ****,

  Our records shows that you have received a full refund as well as an explanation. 

  Please take a look at the recent email our Trust and Safety team sent you. 

  Thanks,

  Customer Success Team 

  Customer Answer

  Date: 11/08/2022

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

• Initial Complaint

  Date:07/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since July 3 I have received messages from Rvezy stating there’s an issue with my account and my payment wasn’t processed. This happens every hour at exactly 15mins after each hour. 12 messages a day. I paid for the trailer in full in mid June, I have receipts. I had a security deposit taken for $1000 on June 26, receipt received. We left the trailer we rented on Sunday, July 3 and I have yet to receive my security deposit back because of this issue I cannot get into my account. The owner Confirmed that she completed the transaction and that I would receive my security deposit ASAP. I have spoken to two separate customer service agents and I have an ongoing email chain and yet nothing has been done to stop these messages or return my security deposit. I have asked to speak to a manager or supervisor but no one has been in touch with me. This is not only annoying with relentless emails daily but it’s going on 2 weeks that the 1,000 is on my **** and no communication as to when the issue will be resolved.

  

  Business Response

  Date: 26/07/2022

  Hello *******,
  
  Thank you for your feedback.
  
  I have reviewed your account and it looks like you received the security deposit in full. We refunded you the money once the booking was completed. Please do let us know if you need more clarification on this matter. 
  
  Should you have any questions, please do not hesitate to contact us.
  
  Best,
  Customer Success Team 
  
  

  Customer Answer

  Date: 26/07/2022

  
  ********** ********
  
  I am rejecting this response because: The business held onto my refund for well over a week they also had an issue where I was being contacted via email every hour letting me know that I owed them money which they admitted was an error on their part. They stated they were working on it but it took over 10 days to be resolved where I was being contacted constantly. Again once an hour every hour all day long. I was expecting to not only receive my refund which they were legally obligated to do but also some form of monetary apology for one holding my refund for an extended length of time and also for their computer glitch where I was affected not only daily but hourly.  Why wouldn’t a company that I have dealt with for three years and was diligent with their payments be more willing to make up for their errors on their system. Poor business ethics. 
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 27/07/2022

  Hello *******, 

  Thanks for your feedback. Since your refund was refunded as expected, I'm happy to have a call with you to collect more feedback from you. 

  Is there anything else I can assist you with?

  Looking forward to hearing from you.
  
  Best,
  Customer Success Team
  

  Customer Answer

  Date: 27/07/2022

  
  ********** ********
  
  I am rejecting this response because: why would I submit to yet another phone call and more feedback. I have explained my situation, the waiting, the stress, the annoyance of constant emails. Etc. I would never deal with this company or refer them. They don’t offer a way to rate them only the trailer owners. It’s disheartening when a company can’t come to a simple solution to offer a monetary apology to customers and not just return my actual refund that I had to wait for. What a joke. 
  
  Sincerely,
  
  ******* *******