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: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,
  
  ******* *******