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:08/02/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 camper on July *****. We paid the 165 deliver and setup fee. The trailer we got stunk full of flies, the dirt on the floor was so gross. The table is pealing, the wood on the bottom of the table looks like it was taken off by a dog. I put the blinds down and those are bent like crazy. Needless to say, trying to be nice and make the most of it I only complained about the lights and the massive fly problem. Lets put it this way the 3 year old learned how to smash flies with shoes.Anyway - I was not really given instructions what to do. They opened the awning even tho I didnt want it - but I paid for setup so fine I went with it. Water poured on us and the driver laughed and said oh clearly got rolled up with rain made sure to tell me to keep a compartment closed because it filled up with water from previous renters.Now they are keeping my 750 dollar security deposit claiming we broke the awning and left a melted popsicle in the freezer. First of all my kids and I scrubbed that place down. We didnt use the freezer which is why we didnt even know about a melted popsicle! I asked for proof of the awaking conditions before it got dropped off to me so I could look at meta data in the picture headers. All I kept being told is I broke it.

  Business Response

  Date: 08/02/2023

  We rented a camper on July *****. We paid the 165 deliver and setup fee. The trailer we got stunk full of flies, the dirt on the floor was so gross.
  WE WERE INFORMED OF THE FLIES BUT NOT THAT IT WAS DIRTY AT ALL.

  The table is pealing, the wood on the bottom of the table looks like it was taken off by a dog.
  YES THE LAMINATE IS PEELING A BIT ON THE ***** BUT DOES NOT AFFECT ANYTHING

  I put the blinds down and those are bent like crazy.

  METAL BLINDS DO **** EASILY BUT THEY ARE VERY FUNCTIONAL

  Needless to say, trying to be nice and make the most of it I only complained about the lights and the massive fly problem.

  THE LIGHTS TURN ON WITH A SWITCH ON THE ***** WHERE THE  BUTTON IS FOR THE AWNING ALSO.

  Lets put it this way the 3 year old learned how to smash flies with shoes. Anyway - I was not really given instructions what to do.

  THE DRIVER SAID IT DIDNT APPEAR THE RENTER WAS LISTENING AS HE TRIED TO EXPLAIN THINGS. WE WERE ALSO NEVER CALLED WITH QUESTIONS OR COMPLAINTS OTHER THAN THE FLIES. THE LIGHTS WERE MENTIONED AFTER THE RETURN.  HAD SHE CALLED I COULD HAVE TOLD HER WHERE THE SWITCH WAS.

  They opened the awning even tho I didnt want it - but I paid for setup so fine I went with it. Water poured on us and the driver laughed and said oh clearly got rolled up with rain made sure to tell me to keep a compartment closed because it filled up with water from previous renters.
  AWNINGS ARE QUITE FREQUENTLY WET.  THE DRIVER TOLD HER SHE COULD LEAVE IT OUT TO LET IT DRY BUT THAT IT SHOULDNT GET LEFT OUT.  EVEN IF SHE DID NOT REMEMBER **** CONVERSATION IT IS IN THE CONTRACT SHE SIGNED AND IN THE CHECKLIST.
  

  Now they are keeping my 750 dollar security deposit claiming we broke the awning and left a melted popsicle in the freezer. First of all my kids and I scrubbed that place down. We didnt use the freezer which is why we didnt even know about a melted popsicle!

  I SENT PICS OF THE DIRTY TRAILER BUT TOLD HER I WOULDNT CHARGE HER OUT OF COURTESY.

  I asked for proof of the awaking conditions before it got dropped off to me so I could look at meta data in the picture headers. All I kept being told is I broke it.

  WHEN THE DRIVER ARRIVED TO PICK THE TRAILER BACK UP THE AWNING WAS OPEN WITH A PUDDLE OF WATER IN THE CENTER, THUS PULLING THE **** AND BENDING THEM.

  ALL THE PAPERWORK AND INSTRUCTIONS SAY NOT TO LEAVE IT OUT UNDER CERTAIN CONDITIONS OR OVERNIGHT. SHE ADMITTEDLY SAID THEY NEVER PUT IT IN.

  WHEN THEY LEFT THE CAMPGROUND SHE TEXTED ME THIS: 

  Sounds great! Everything was great. The main lights tho are all burned out we couldn't get them to turn on at all. We made it work but just wanted to let you know. We will definitely use you again.

   

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20411893
  
  I am rejecting this response because:

  I truly do NOT feel this camper was cleaned or inspected before we received it. Whats not fair is we paid the fee for setup and they put the awning out when the were showing me to close the door and what button to push. I wasnt even given a chance to take pictures of the condition we got the trailer in. I even asked if there was a paper I should sign about the condition trailer and was told no we dont do that. 
  

  I attached the terms and conditions say nothing that you cant but they recommend not. It also says nothing about rain - only wind. When they put the awning out the guy told me to leave it out because of how wet it was to dry off. Then he was nice and drove my kids and I back to my car so we didnt have to walk. So their employee left the campsite with the awning open. Thursday night, when the storms were bad - apparently my husband did pull it in and the door was full closed and stayed rolled up until Friday evening when the storms were gone.

  Yes I said everything was great because we were willing to over look the dirt and flys and smell because honestly we werent even in the trailer except to sleep. We knew they rushed the trailer to us and so we were OK making a sacrifice and didnt want to complain. I mean the driver took back a part of the window trim because it fell off while driving and there was no way to reattach it.
  

  At the end of the day, all I am asking for is proof of the pictures but I want the originals to pull meta data to insure they were from thursday AM showing the condition of the trailer. My family knows what we walked into and there is no way this trailer was properly inspected and we are being asked to pay the price of the previous renters.
  
  Sincerely,
  
  ***************************************

  Business Response

  Date: 08/15/2023

  I truly do NOT feel this camper was cleaned or inspected before we received it. Whats not fair is we paid the fee for setup and they put the awning out when the were showing me to close the door and what button to push. I wasnt even given a chance to take pictures of the condition we got the trailer in. I even asked if there was a paper I should sign about the condition trailer and was told no we dont do that. 
  

  THE TRAILER WAS INSPECTED AND CLEANED WHEN IT CAME IN.  It has nothing to do with how quickly it went back out.  I dont understand why they couldnt take pictures, they were in it all weekend.  Pictures could have been taken if they were dissatisfied. 
  
  I attached the terms and conditions say nothing that you cant but they recommend not. It also says nothing about rain - only wind. When they put the awning out the guy told me to leave it out because of how wet it was to dry off. Then he was nice and drove my kids and I back to my car so we didnt have to walk. So their employee left the campsite with the awning open. Thursday night, when the storms were bad - apparently my husband did pull it in and the door was full closed and stayed rolled up until Friday evening when the storms were gone.

  THERE ARE WARNINGS SEVERAL PLACES IN THE PAPERWORK ABOUT USING THE AWNING AT THEIR OWN RISK.  Of course every scenario cant be listed, discretion is needed by the renter. 

   

  
  Yes I said everything was great because we were willing to over look the dirt and flys and smell because honestly we werent even in the trailer except to sleep. We knew they rushed the trailer to us and so we were OK making a sacrifice and didnt want to complain. I mean the driver took back a part of the window trim because it fell off while driving and there was no way to reattach it.

  THE CORNICE ABOVE THE WINDOW FELL OFF DURING TRANSPORT which didnt affect the use of the trailer at all.  The screws had come loose from the wall.  This did not affect the awning.  It has since been fixed. 

  
  
  At the end of the day, all I am asking for is proof of the pictures but I want the originals to pull meta data to insure they were from thursday AM showing the condition of the trailer. My family knows what we walked into and there is no way this trailer was properly inspected and we are being asked to pay the price of the previous renters.

   

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20411893
  
  I am rejecting this response because:

  Why is the business always yelling at us with capital letters?

  We couldnt take pictures because your team opened the awning before I even got a chance too. Yes they opened it to show us how. I wasnt asked to sign a paper about the condition of the trailer, which I asked for. 
  

  we already agreed the cleaning fee wasnt happening, I am specifically asking for original emails so I can get meta data from the turn around time. Do you have those? Since you ignore this question with my last rejection.

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

  Business Response

  Date: 08/22/2023

  Why is the business always yelling at us with capital letters?

  
  We couldnt take pictures because your team opened the awning before I even got a chance too. Yes they opened it to show us how. I wasnt asked to sign a paper about the condition of the trailer, which I asked for. 
  
  we already agreed the cleaning fee wasnt happening, I am specifically asking for original emails so I can get meta data from the turn around time. Do you have those? Since you ignore this question with my last rejection.

   

  Ive been responding in caps to each comment so my responses could be differentiated. 
  

  No we do not have anyone sign papers about the conditions of the trailer.  If there is a problem we tell the renters to let us know and assume they would do this if they found damage.  Pictures could have been taken at any time and the awning couldve have been opened and closed anytime by the renter for pictures. 
  

  The pictures we have show the condition when the driver came to pick up the trailer.  It was left out and had a pool of water in the middle.  It all flowed out when the driver rolled the awning in and this caused the arms of the awning to bend in.  Our renters sign paperwork in more than one place saying they will be using the awning at their own risk and that they can be damaged easily.

  With the water pooled on top of the awning this causes the arms to bend in and the awning then to not close all the way.  The arms need to be replaced and they were replaced just a few weeks prior, so they were brand new. 

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20411893
  
  I am rejecting this response because:

  So you dont have pictures showing what the trailer looked like BEFORE you delivered it to me? So you have no Proof it wasnt already broken before I got it? I wasnt even given a chance to inspect the trailer.

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

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20411893
  
  I am rejecting this response because:

  So you dont have pictures showing what the trailer looked like BEFORE you delivered it to me? So you have no Proof it wasnt already broken before I got it? I wasnt even given a chance to inspect the trailer.

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