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:03/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 booked my trip with Escape Campervans to travel from ** to ** for a permanentmove. I booked a Sprinter van and before my trip, the reservations ***** asked me if I wanted to swap for a Maverick van that they needed to have taken out of ** because they no longer rented them there. I agreed becausethe fees were considerably less. However, it was NOT a good experience.When I went to pick up, I was told the van had 342K miles on it. That was never disclosed to me. I did rent thevan due to not having any other options on short notice.We left ** and the first sign of trouble happened in ** with the van overheating. I was able to get a mechanicto look at it. The coolant lines were not leaking and coolant was filled up and oil was added (it was down a full quart). Fast forward one more day to NM and the van overheated again. I allowed it to cooldown and found a truck stop within a mile to sleep for the night.The next morning a tow truck driver took us to ************ in downtown *********** and after spending the entire day there, we were told that the head gasket was blown and they advised us not to drive it any further. When the shop reached out to Escape Campervans, they were advised to ask me to drive the van to ************** (9.5 hours away) to swap it out. The shop again advised me about driving it in the condition it was in and reminded me that the van would overheat again if I did. I agreed with their professional opinion and I secured another rental to get me to my final destination.Escape only took $250 off what I paid for the rental even though I lost 6 days and only made it halfway to my destination. They never offered a solution to me being stuck in ** (during a sand storm)other than me driving it to them in *****I would never rent another vehicle from them again. They never apologized after rental ended. ******** customer service!!!

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Our car broke down in the middle of the desert and we were stranded. We called their 24/7 roadside assistance who did not even answer! We were on the side of the road as two young women for about three hours and escape campervans could not have cared less about our well-being and safety. Once we finally talked to them, they never asked if we were safe. At the beginning of this issue we called them and asked if we could get a new car delivered to us and they essentially said no way in h*** We spent over 10 hours in this entire debacle, got our car back and still had to drive it hundreds of miles with the assurance that we could get there safely. We had to skip the ************ because our entire day was wasted sitting in coffee shops and trying to assure loved ones we were safe. I am absolutely ashamed of this company. We received one key because the previous renters lost one, our car had over ******* miles on it and when I made a comment the employee said dont worry, the engine should have been replaced at *******, the bedding was a disaster and did not actually fit any of the beds, the rooftop sleeper had a broken zipper, the vent in the passenger side did not work at all AND there was an oil change sticker that was clearly changed from ******* to ******* which makes me think the safety of this vehicle is even worse than I assume. All of our trouble and our absolute disaster of a trip was worth around $300 to them which doesnt even recoup the expenses we lost due to the issues. All of our food in the fridge spoiled when this happened and we had no choice but to eat out for every meal which cost over $300. I keep getting angrier as I think about this situation and how completely unsafe we were. We were lucky that were prepared and independent people. Absolutely disgusting to treat people like this and that our lives, well-being and time do not matter. Worst company I have ever experienced and I literally crash landed skydiving due to instructor fault.