Complaints

This profile includes complaints for Allstar Coaches, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Allstar Coaches, LLC

  2851 Hammondville Rd Pompano Beach, FL 33069-1137

  
• 

  Allstar Coaches, LLC

  131 NW 73rd Terrace, Bay 1117 Ft. Lauderdale, FL 33317

  

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:10/04/2022

  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 "luxury" RV from this company. They delivered it, rushed through a "walk through" and we were not able to drive it. The walk through was rushed and incomplete, and since we did not have the experience to know to do more, we trusted them. It literally fell apart on our cross country trip. I have everything documented with pictures. I have reached out to the company as I do not feel this was a $40,000.00 rental. We did use it completely for the time reserved due to my need to begin a new job and the time constraint therein. They put us on the road in a dangerous RV, with a radiator hose put on backwards and not clamped and disabled us four hours into the drive on I95 rush hour. It went downhill from there. Among the complaints are: overall filth, urine and grime in the bathroom, stains to furniture and carpets requiring shampooing, AC not functional in record heat wave, refrigerator door and cupboards do not latch, washing machine was inoperable, window shades inoperable, light bulbs out, loud ride to the point of not being able to hold a conversation while driving, awning inoperable, ceiling fixtures fell to ground during drive, shelf hinges on kitchen shelf broken. We had to spend the last four nights in a hotel due to the lack of air conditioning during a heat wave in LA, costing $1581.00. We lost several reserved nights camping fees due to mechanical delays. I question racism with regards to no ability to negotiate with this company. Do they negotiate better with a caucasian family? Their advertising is false and they do not provide what they claim on their website. They are scamming hard workers out of tens of thousands of dollars, as evidenced by their online reviews, which I wish I read before choosing them. We are in dispute with the charges through our credit card and we are searching for an attorney to take the case as well. While we signed contracts, we were misled and scammed into accepting a sub-standard, dangerous vehicle

  

  Business Response

  Date: 10/18/2022

  The customer selected and selected the specific ** he used for his entire rental.   The ** was inspected prior to delivery, again by the customer himself at the time of delivery to his residence in ******* and then once again at the time of pickup after the customer completed his month long cross country ** trip.  While there was a coolant hose that wasn't clamped properly and came off its fitting, mobile service was immediately dispatched and re clamped the hose back on within minutes. The entire process took less than one hour and client was not delayed.  The only other legitimate complaint was an issue with the washer, whereas it wouldn't fill with water.  In lieu of trying to find an appliance repair tech to diagnose and try to find a part and making the customer wait, we simply changed out the washer at no inconvenience to the customer as he advised he would be visiting relatives for a few days on they way to **********. We coordinated with the customer, located the replacement appliance and dispatched a mobile tech to go out and install it at the customers location.  This was done within hours.   We did everything humanly possible to avoid inconvenience and take care of this customer.   There were NO other legitimate issues with the ** at all during the entire rental.  Everything else the customer had complained about turned out to completely invented as verified by a certified ** service technician who looked at it at the time of pickup.  Everything operating normally.  The customer had traveled in the ** with FIVE animals and when returned it had strong urine odor and pet hair everywhere.  However, except for the filthy condition the customer had returned the ** in, everything was working normally.  The driver who picked up the ** in **********, immediately drove the ** all the way back to ******* and reported that the ** had no problems at all and everything had worked perfectly.   The ** thoroughly gone through upon return to ******* and again, no issues whatsoever.   After an intensive cleaning and several pet odor treatments, the ** went out on its next rental with another customer, who also had a great trip with yet again no issues.   This customer choose the specific ** from our website, which is the same exact one he received.  He also did a full walk through and inspection when it was delivered to him at his home in *******.  While he did have a couple of hiccups in the beginning, we immediately dispatched service and rectified those with no inconvenience.  While he complained about many other issues during his trip, he refused to stop for service SEVERAL times which was kind of a red flag.  And although he had full use of the ** and he along with his 5 animals COMPLETED his several thousand mile, month long cross country ** trip, returning the ** in truly deplorable condition, he then disputed ALL of his credit charges....******** back his entire trip BEFORE he even turned the ** back in.   The credit card company apparently calls that Chargeback Fraud and apparently it's a thing.    We take pride in providing the best **s and the best service to our customers.   We're not perfect, and when something with one of our coaches goes wrong we do our best to address it right away, rectify it and make things right.  For those who try to get over or pull a scam, it's unfortunate, but it says way more about them than it does about anything else.    This particular customer obviously had an agenda, and is now blacklisted so he can never rent from us or any of our affiliates again.   

• Initial Complaint

  Date:08/17/2022

  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.

  Reservation had to be cancelled due to documented family medical emergency. Received email from Allstar stating cancellation was within the 45 day window for cancelling. ******* deposit was forfeited uncontested, however, company charged my account for 60% of rental fee despite company rep. sending me email stating cancel request was within 45 day window. Company rep. tried to force me to complete application and purchase trip insurance in order to cancel despite my having email from company rep. stating my medically documented cancellation request was within the ***************************************************************************************** process. Final application/reservation documentation was NOT completed as reservation was cancelled within the 45 day window per company representative.

  

  Business Response

  Date: 09/01/2022

  Thank you for your correspondence.

  Our vehicles are privately owned and managed for owners who place them in our rental fleet.  We are responsible to the owners for any rentals booked on their respective motorhomes.  When a customer books an ** they choose a SPECIFIC vehicle which once reserved, that particular is taken out of inventory for any other customer to view or rent.  

  In order to book and confirm a rental, customers must go online to our website where our terms & conditions including our cancellation policy is clearly and prominently posted.  Then during the booking process customers fill out an electronic booking request where in order to submit their request, PRIOR to confirming their reservations they must first read, acknowledge and agree to our cancellation policy.  Bookings cannot be confirmed or even processed without acknowledging and agreeing to terms and conditions.  Additionally, our cancellation policy is so clearly defined that we include the verbiage "Exceptions to cancellation policy will not be made under any circumstances, including weather or personal emergencies" and STRONGLY recommend that customers obtain travel Insurance covering trip cancellations through CSA Travelpro or through their own provider.  This is especially important during the ***** era, and yes, while we do encourage customers to consider travel protection it is ultimately up to a particular customer to decide whether to purchase travel insurance. 

  Once the initial process of booking and confirming the ** has been completed,  our cancellation policy is in effect, and customers are subject to the terms and conditions from that point on.as we are responsible to the vehicle's owners for the rental.

  In this instance, this customer chose and selected their rental unit, read, acknowledged and agreed to our cancellation policy, filled out, signed and submitted their booking request.  That is when their booking was formally reserved and confirmed, and the reservation process completed.  The other form the consumer is referencing is our reservation information form which is completed AFTER a booking is confirmed, and is for the purpose of providing driver license information, adding additional drivers and for special requests related to the booking, While this customer several times had the opportunity to obtain travel insurance which would have provided trip cancellation coverage for unforeseeable medical or other covered reasons, the customer DECLINED to purchase the travel coverage.

  In closing this customer acknowledged and agreed to our cancellation policy prior to and at the time of reservation confirmation of their rental.  Reservation was subject to all terms and conditions at that time. Customer also declined to provide or purchase or provide travel insurance for the reservation, therefore there was no cancellation coverage in effect and customer was billed correctly, and in accordance of our cancellation policy.   

  Unless the customer did obtain coverage through their own provider, and they file a claim directly with their provider there is nothing further we can do in this instance.