Complaints

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• Initial Complaint

  Date:09/10/2022

  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.

  From September 1 - 6, 2022, I rented a campervan from Traveller's Autobarn for around ******* I picked up the van and during our trip, experienced the following: only one pad (of three) was provided for the upper bed putting my son in a position to sleep on wooden boards for 4 nights, an air conditioner that came on and off at will and would only run on the highest setting draining our gas, a cracked windshield, a change oil light that came on after driving only 800 miles, a ********* converter that didn't work and a tire service light that was on for the entire trip. I called to express my concerns during the trip and they asked us to email them. I did and they didn't respond. After my follow up email requesting at least a 50% refund, they responded with an apology and a **** refund offer and the contract clause that says:
  22.6 Malfunctions of stereo systems, cabin lights, air-conditioning, fridges, microwaves, sink water pumps, and other Vehicle features that do not affect Vehicle operability, are not considered mechanical breakdowns, and Traveller's Autobarn will not refund rental fees or provide a rental extension or be responsible for any other payment to you because of any downtime of these systems and features.
  
  While I may have signed away their liability for the vehicle feature issues, that clause does not excuse them for not providing the proper bedding that I contracted for ******************* a position to uncomfortably sleep on wooden boards for 4 nights. As such, I feel I am due a more appropriate refund than ***** I think 50% is reasonable.

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/09/30) */
  We have agreed on 50% off. On September 12 we refunded $428.97. I have attached email conversation with Mr********. The refund has been issued.
  
  *****************************
  CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
  
  
  
  Hi *******...
  
  
  
  Thank you very much. I will make note of your response and resolution on my **** review and will redact the credit card dispute.
  
  
  
  **
  
  ************
  
  SALES & MARKETING MANAGER
  
  
  
  **********************************************
  
  
  Travellers Autobarn *************
  
  ***********************************************************************************************************
  
  
  *******************************************
  
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  ************
  Dear **,
  
  
  
  I am contacting you on behalf of Travellers Autobarn and your experience with our rental.
  
  
  
  Please let me apologise on the poor experience with us. Having the upper mattresses missing is something that is simply not acceptable and would have made the sleeping experience very uncomfortable. We are also quite disappointing that our customer care team did not assist you in finding a replacement mattress mid-rental and we will investigate internally the shortfalls of your rental.
  
  
  
  Given your experience with us we will provide you with a 50% refund - valued at $428.97 - which we will action for you today onto the credit you have paid on pick-up.
  
  
  
  Many thanks and we apologise again for the experience with us,