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:16/07/2024

  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.

  Made an appointment over the phone. They insist you fill out an online form with your credit card info. to secure appointment and then didnt show up despite several calls and email on the day of expected service. Then refused to refund payment in full. Its a scam I have supporting emails but not sure how to download if needed

  Customer Answer

  Date: 12/11/2024

  They refused to return the full payment. It was a scam. They refused to come out unless I paid them online and then failed to show up and denied the agreed to date for the appointment.

  

  Business Response

  Date: 10/03/2025

  Number one when the person clicks on the form the consumer agrees to the policy forms.  In the policy it states all money collected is non refundable.  2nd point in due diligence we did contact the consumer and we put her first in line Monday morning, it is our mistake that the tech did not call her. The consumer became adamant, in the end the consumer wanted all the moneys' paid back.  I spoke to the husband we would refund the cost of the first hour in the amount of $175.00 plus the applicable tax.  and the husband understood, but the $150.00 for the administration fee would not be refunded.  Then the wife put in a complaint to the BBB.  I have made it very clear that I am not refunding the $150.00.
  

  Customer Answer

  Date: 21/03/2025

  after I filed complaint a portion was refunded.  They still owe $150.  If you go back to original complaint he refused to provide service with appointment booked over phone and would only come out if requested and prepaid online.  As he has admitted and I have stated in original claim he never showed up. I drove 5 hours from ******* each way to be at the appointment that he never showed up for and want my money back.  It is a scam they force you to prepay, they dont show up and refuse to refund you when they dont show up.  Its just wrong and stealing 

  

  Business Response

  Date: 24/03/2025

  ***** *********** does acknowledge that we refunded the first hour cost plus applicable taxes, but does not recognize that:

  1.  We did call her (had we not that would constitute a scam) and did our level best to accommodate her by re-scheduling her service call as being the very next call in the lineup. 
  2. When a potential client is completing their Service Request form online, they are required to check two acknowledgements' checkboxes, making agreement to the following: 
     1. I agree to the Service Rate Policy - Link to Policy and 
     2. I agree to the Scheduling Policy - Link to Policy

  
  

  If those links don't work these will:

  
  

  Service Rate Policy - **********************************************************

  
  

  Scheduling Policy - ***************************************************************** 

  
  

  Both were amended this year due to changes in our rates and the need to amend one of the website links.

  Whether a person reads the policies or simply checks the boxes without reading them is out of our control.

  The policies clearly state that any monies paid are non-refundable. We do make concession that we reserve the right to decide if we may make any kind of refund, but it does not negate the policies as it stands.

  
  

  Out of 30 plus campgrounds that our company tended to last year, we did not receive aa single complaint. We indeed did have to reschedule some appointments due to weather or other extenuating circumstances such as extended service time needed on any one particular call.

  
  

  However, we have always strived to do the best as humanly possible, but we can fail. Regardless, we also strive to ensuring that our paying clients are looked after.

  Case in point, we had to refund two other clients as we simply could not tend to them on their scheduled day due to circumstance, and both clients also understood that we would refund the labour costs but not the administrative cost of $150.

  Operating any business entails hours of administrative work; hence why there is simply no refund for it.

  
  

  Quote from Service Rate Policy, to which she agreed to:

  Refunding Policy

  "Ottawa Valley RV Inc. representatives are committed to serving you in as timely a manner as humanly possible. Given the potential constraints regarding the acquisition of parts, the time required on any specific client's service call and any additional such time, we cannot always guaranty that the technician/s can tend to the next service call as per their service schedule.
  If there is a delay in tending to the next scheduled service call, as expected by a client, Ottawa Valley RV Inc. reserves the right to reschedule the affected client for the earliest next service time slot. Ottawa Valley RV Inc. will may every effort to service the affected client as humanly possible.
  If the affected client refuses to accept the rescheduling attempt, Ottawa Valley RV Inc. reserves the right to decide whether or not to refund any payments. As per the Service Rate Policy, any and all payments made are non-refundable. It is the reserved right of Ottawa Valley RV Inc. to decide which, or if any, payment/s will be refunded.
  Should Ottawa Valley RV Inc. decide to refund any *************** Request payment, the maximum payment will be that of the initial first hour. The Administrative Fee of $150 (one hundred and fifty dollars) is specifically non-refundable."

  
  

  Should the client wish to proceed to a small claims court, as per the Scheduling Policy, which was agreed to, "the arbitration of any claim or dispute shall be conducted in **************, *******, ******" (partial quote).

  There is a court in ********, **************, ******* where proceedings would occur and the office of our corporate lawyer, *** Khuel.

  ***** and Khuel website - **************** 

  
  

  We made apology to the client and here again we do apologize for our not being able to tend to her service needs. We did our best to provide the earliest next scheduling time, which would have bumped the existing next scheduled call requiring our contacting that client and we made refund as is the reserved right of the Company, per the Policy.

  
  
  

  Customer Answer

  Date: 24/03/2025

  Complaint: 21996065
  
  I am rejecting this response because:
  We called over 20 times attempting to get a hold of them AFTER THEY DID NOT SHOW UP.  No answer.  Finally got a hold of them only to find out they had no intention of showing up.  

  Offered to reschedule after the fact but REFUSED to give a specific date or time.  I live in ******* so I cant wait for a week or two for them to show. The only alternative thing they offered was to show up when I wasnt there to look at it.  Clearly I would not trust someone who took an upfront payment- refused to return it - to be in my trailer when I was not present.  Most Likely wouldnt even show up again.

  Bottom line is they didnt show up, wasted a lot of my time and expense getting there, refused to come up with a reasonable alternative date /time and refused to give a full refund (it was at their insistence on the phone when I booked it that I had to prepay on their website or they would not take the appointment).  
  

  They stole my money and I want it back.  Even more importantly I want to make sure nobody else is scammed by them

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