Complaints

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

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  RVshare

  609 Castle Ridge Rd Ste 202 Austin, TX 78746-5368

  
• 

  RVshare

  537 N Cleveland Massillon Rd Akron, OH 44333-2457

• 

  RVshare

  405 Rothrock Rd Ste 106 Copley, OH 44321-3146

• 

  RVshare

  PO Box 251 Bath, OH 44210-0251

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:06/24/2025

  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.

  When using water in ** (sinks, shower, or toilet), water began leaking into the interior from under the bunk beds. We notified the owner at 9:30 AM, and Will came out around 12:30 PM. He identified a faulty fitting under the bunk bed, attempted to repair it, and asked us to test. However, water still leaked/multiple pipes were visibly leaking under the *** The owner then disabled the hot water and advised us not to use any water, saying he needed a part he didnt have. He left around 3:30 PM. As a result, we were unable to enjoy June 13th at the campground, losing over 6 hours to this issue. We reported the flooding and no-water issue to RVShare and were told any discount would be at the owners discretion; no other options provided in two more calls. The final offer was $186, despite us paying $747.23 for the rental and $379.84 for insurance. The water leak spread across the camper, directly under our infant daughter's sleeping area (baby dome), and there were four leaks outside the camper. We rented the trailer to properly care for our daughters eczema, which requires warm baths, and to participate in our girl troops *********************** trip. As a troop leader responsible for 6 girls, canceling was not an option. We incurred $88.01 in unplanned costs: towels, baby wipes, water jugs, and a cooler with a spigot for basic needs like cleaning, drinking, and baby care. Showers were cold and the onsite toilet was used since the **s bathroom was unusable. Only later did we learn RVshare should've offered Roadside Assistance or a replacement ** under the Worry-Free Rental Guarantee. A supervisor confirmed Will should've contacted Roadside Assistance, and the ** should have undergone better maintenance. Despite contacting RVshare 4 times with limited internet access, we were left to handle this alone. As first-time customers, we feel misled and abandoned. We request a full refund for the rental, insurance, and incurred costs due to receiving a non-functional ***

  Business Response

  Date: 06/24/2025

  Thank you for the opportunity to respond to the complainant. When owners and renters using our platform have a disagreement on charges/damages/etc., we do have a process to mediate these disputes. During the dispute process, both parties are allowed multiple opportunities to make their case and submit any documentation, photos, videos, text messages, etc. as evidence to support their claims. We do this to be an impartial party and allow both sides to tell their side of the story before we process any additional financial transactions. This renter has filed a dispute and now we are just awaiting a response from the owner. I apologize if this all takes time. However, we do need to give both parties the ability to respond to the dispute or else it would not be a very fair dispute process. Once the determination has been made, we will notify both the renter and owner via email and process or refund any security deposit amounts at that time.

• Initial Complaint

  Date:06/24/2025

  Type:Order Issues
  Status:

  ResolvedMore 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.

  My wife and I planned a vacation to rent an ** and take a two-week trip with our family. The trip is planned for July 6 to July 19, 2025 and we booked the ** through **************************. In December 2024, we paid $2,493.30 as payment 1 of 2 for the rental and an additional $1,823.11 for ********************** Essential Package. In June 2025, we paid the second payment of $2,080.84 for the rental, for total payment of $6,********* May 2025, we noticed that I was not covered on the insurance for the **. This is when our frustration started. We've talked to operators at rvshare's ************** number several times. The first couple calls, we provided additional information after which they continued deciding I was excluded from the insurance. We started asking for details of why I was excluded, but the operators at the call center were not able to provide details, saying they could not access that information, saying that details and my "consumer report" would be emailed to my wife from rvshare's insurance department. Several weeks and many phone calls have passed without receiving the "consumer report" or details of why rvshare will not insure me, despite my payment of $1800 for two weeks of ************ my understanding, my driving record includes only speeding tickets, with none since 2019. I've been with the same auto insurer for 16 years with no claims in the past decade; having discussed with my agent, they are confused about what standard rvshare could use to make their decision to exclude me. I currently have zero points on my license and no moving violations or insurance claims for at least five years.Rvshare's terms indicate "if any adverse action is to be taken based upon the consumer report, a copy of the report will be provided to you." Best case scenario, I would like them to add me to the insurance, based on my $1800 payment and solid driving record. At a minimum, rvshare should be required to provide detail as to why they are excluding me.

  Business Response

  Date: 06/24/2025

  Thank you for the opportunity to respond to the complainant. Ive reached out to our Screening Manager to look into this and find a resolution one way or the other for you. For the protection of your privacy, no one can view any of the information used in making a coverage decision outside of the screening team that must review that information when making a coverage decision. So when you call, and the support team does not tell you why a coverage decision was made, or not made, it is truly because they do not know and cannot access that information. I understand that can be frustrating, but I thought you should know that its for the protection and privacy of your personal information. A member of our screening team will be reaching out to you shortly, if they have not already by the time you receive this response back. 

  Customer Answer

  Date: 06/24/2025

  Better Business Bureau:
  
  

  My complaint ******** has been resolved.  RVShare contacted me at approximately 1 pm on June 24th and we were able to resolve the misunderstanding.  Please let me know if you have any questions about resolution of this complaint.
  
  Thank you.
  
  ***** *******

• Initial Complaint

  Date:06/16/2025

  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.

  Date of Transaction: 5/12/25?Amount Paid: $1,812.39 ($1,167.49 rental + $644.90 insurance)?Reservation #: ******** Summary:?I am requesting a full reimbursement of $1,812.39 and cancellation of an ** through RVshare. The cancellation is due to the owner informing me, after the reservation was confirmed and paid for, that the ** could not be taken to Burning Man. This restriction was not disclosed in the listing as explicitly stated in other listings, or at any point before payment, which is why we selected this **.Because the cancellation stemmed from an undisclosed limitation communicated only after the transaction, I asked the owner to submit the cancellation so I could be reimbursed. He refused, so I began contacting RVshare on 5/16. I believe the cancellation fees should be the owners responsibility. I have made multiple attempts over the past four weeks to resolve this through RVshare but have yet to receive a refund or resolution.Timeline:* 5/12: Made reservation through RVshare.* 5/13: Owner stated we could not take the ** to Burning Man, a restriction not disclosed. He said Id get a full refund and told me to contact support.* 5/16: Submitted reimbursement request to RVshare Support.* 5/17: Received email confirming case was escalated.* 5/22: Followed up via email.* 5/27: Followed up again, still no response.* 6/5: Called RVshare (12 min). Told a supervisor would follow up.* 6/10: Called again (7 min). Told the same.* 6/10: **** *. emailed me, said he left a voicemail (I did not receive). Said case was escalated and they were contacting owner.* 6/10: I responded, thanking **** and saying I was awaiting resolution.* 6/13: Emailed again requesting update, expressing urgency.* 6/13: Called RVshare (12 min). Again told a supervisor would follow up.* 6/13: Emailed stating if I didnt receive confirmation of a full refund by end of day, I would file a BBB complaint.Resolution Request: Cancelation of ** &?full refund of $1,812.39.

  Business Response

  Date: 06/17/2025

  Thank you for the opportunity to respond to the complainant. I apologize if you did not receive a call back from a supervisor. I will address that with the team. One of our managers reached out to you today and issued a full refund.

• Initial Complaint

  Date:06/16/2025

  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.

  I rented my **, travel trailer bumper pool through ** share. I received a rental request early in the day to be rented from 3 PM that day till 9:00 AM the following day. I released the trailer to the renter just after 3 PM did not receive the trailer back till 6 PM. The following day after I had alreadyfiled a theft report through the police department because he did not have it back and kept wanting to prolong the return. I contacted ** share that day and they did not want to assist me in the recovery of my **. The renter brought my ** back damaged. only one sway bar connected instead of two, which I have text messaging that states he only had one attached and damaged my **. Ive tried contacting ** share for the past week with only one response and no resolution. Ive called three times and left two emails with no response. I have pictures and text messaging to prove that he damaged the ** and ** share does not seem to be willing to do anything about it. From what I understand, the renter paid for insurance as well through ** share.

  Business Response

  Date: 06/17/2025

  Thank you for the opportunity to respond to the complainant. You do have an open claim with us for the reported damages. I cannot share any additional information, as I am not a licensed adjuster. However, Ive reached out to the adjuster handling your claim and asked them to reach out to you to answer any questions about the claim you may have.  

• Initial Complaint

  Date:06/12/2025

  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.

  I booked a rental and was contacted by the owner that the vehicle was no longer available to rent due to mechanical issues. The owner contacted me saying that they would cancel with a full refund. I waited 5 hours, the cancellation did not go through, so I cancelled it. RV Share wants to charge me $160 because I cancelled it instead of the owner. This is a horrible way to do business, I could see if I canceled the reservation because it was frivolous, but the rental was literally indrivable. I would never in a million years recommend this business to anyone. What a horrible way to do business

  Business Response

  Date: 06/17/2025

  Thank you for the opportunity to respond to the complainant. I can see in the messages that the owner did say the unit suffered some mechanical issues and could no longer be rented. Had the owner canceled, as you requested, a full refund would have automatically processed. *** had a full refund issued for your reservation. It may take 2-5 business days for your financial institution to post the refund to your account. 

• Initial Complaint

  Date:06/03/2025

  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.

  I am disputing the full $948.81 charged through RVshare for a rental that included their mandatory ********************** Plan. During our trip (Reservation #********), the ** broke down, and their roadside assistance service advertised as part of the Protection Plan failed to respond for over 4 hours. We were stranded with five people near ********, without heat or ventilation.Despite contacting multiple agents (****** and *******), no provider was ever dispatched. We were eventually forced to rely on *** instead. RVshare later refunded only $70.95 and claimed roadside assistance was not part of the Protection Plan, contradicting their own promotion and booking materials.I am requesting a full refund of $948.81 for the Protection Plan due to complete failure of service and misleading advertising.

  Business Response

  Date: 06/03/2025

  Thank you for the opportunity to respond to the complainant. Roadside assistance is not included in the protection plan. The protection plan is a policy underwritten to insure the vehicle in the event of an accident, damage, fire, personal injury, acts of god, etc. Roadside assistance is paid for using the service fee, which was fully refunded. Additionally, while it is not ideal to have to wait for roadside assistance, the complainant took an RV to an extremely rural location near **********************. Which is perfectly fine, and we encourage our renters to explore the world and its national parks. However, it is not the same as procuring service in a major metropolitan area where service providers are abundant and local. When someone requires roadside assistance, and they are in an RV, and they are in an extremely rural area, it can take time for service to arrive. Not only do we need to find a provider that can service, and tow if needed, an RV (because your basic tow truck or mobile mechanic cannot), but also, they then need to get from wherever they are located to the disabled vehicle, which can often times be many miles away, using two lane highways and rural roads. Unfortunately, if you go to an extremely rural area, and need roadside assistance, it can take time for that assistance to arrive. 

  Customer Answer

  Date: 06/04/2025

  Complaint: 23414448
  
  Thank you for the response. However, I must respectfully reject RVshares explanation, as it does not resolve my complaint.
  
  
  Their own booking confirmation and promotional materials clearly tie the Protection Plan to roadside support, creating a reasonable expectation that emergency assistance was included in the $948.81 paid. Regardless of internal cost breakdowns between the service fee and the Protection Plan, the customer was led to believe roadside help was covered under the mandatory charges.
  
  
  This is not a case of just delayed service in a rural area it was a complete failure. We waited over 3.5 hours and no provider was even dispatched, as confirmed by two RVshare agents. Meanwhile, my personal ************* was able to respond within 30 to 60 minutes in the same rural ******** area. That proves the problem was not the location, but the poor quality of RVshares roadside coverage and response system.
  
  
  To make it worse, RVshare did not give me the choice to decline their Protection Plan and purchase better coverage. Their plan was mandatory, poorly described, and ultimately useless when we needed it most. Five people were left stranded in unsafe and cold conditions because the promised support never arrived.
  
  
  Therefore, I continue to request a full refund of $948.81 due to misrepresentation and a complete failure of service. The reasons provided by RVshare do not justify what happened.
  
  
  
  
  
  
  Let me know once youve submitted it or if youd like to add a screenshot or document along with it. Youre standing up for whats right here.
  
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:05/30/2025

  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 an Rv through ************************** and were forced to pay over $700 for insurance. On May 1 we were traveling in ******* and incurred damages to the black water valve due to roadside debris. We paid for the repairs and upon submitting the claim we were told it was denied. They claimed it was a maintenance issue and blamed the owner of the **. The valve worked perfectly and there were no faults with it that morning. Therefore it could not have been negligence on the owners part. The repair person stated on his receipt it was due to road debris ( something hit the valve, knocked it loose causing it to drag on the ground this breaking off the end of it. ). My cost for repairs were $580.25. I would like to be reimbursed.

  Business Response

  Date: 06/03/2025

  Thank you for the opportunity to respond to the complainant. Our records show the claim was paid out to the complainant on May 30, 2025.

• Initial Complaint

  Date:05/16/2025

  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.

  On May 4th I reserved an ** for a trip to **. I accidently reserved one on ************************** when I thought I was on *************. I know it seems weird; they were both available from the ****** search for **s, and the websites look exactly the same.I was billed ****** for the ** and ****** for a protection plan. The problem is that I reserved a different ** than I was intending to. I felt like there was a problem when it happened. But I wasn't sure until ************************** confirmed my drivers license info. I then contacted the owner of the ** and ************************** and cancelled my reservation. I received the ****** refund on May 9th. I called on May 15th and was told they were keeping my entire ****** because I called 2 days later than their policy. I did skim over their policies, but I did not realize it said that.Furthermore, I do not believe they can say my reservation is confirmed until my ID and insurance is validated. I received that confirmation, after I was already inside the 14 day limit. This is not fair, and I do not believe they are entitled to my entire payment. They also did not tell me they were taking my payment when I cancelled it. I may have been able to back out of the original ** from ************ at that time still. I feel I scammed, or at least horribly taken advantage of by a company designed to help people vacation.

  Business Response

  Date: 05/27/2025

  Thank you for the opportunity to respond to the complainant. Unfortunately, there is nothing we can do for this complainant. I am unclear how this mistake could have been made, as each website is obviously unique and different in countless ways. Also, making a reservation is not a one-click process. You have to create an account, go through the entire booking flow, enter payment information, make a payment, etc. In addition, the complainant sent messages to the owner on our platform about their trip, which requires logging in to their RVshare dashboard to even access the messaging feature, etc. This is all to say, this is not something that can be done accidentally. The complainant even said in the messages to the owner on our platform that they booked 2 different RVs, which would mean they went through this whole process twice, on two different websites, entered their payment information twice on two different websites, booked twice, and paid twice, all by accident. However, even if we assumed the complainant did all of the above by accident, we are a peer-to-peer website. Which means when they booked they booked with the owner and agreed to a rental agreement with the owner. As such, we legally have to uphold that agreement, regardless of which party may choose to want to break that agreement. We cannot force an owner to let a renter break that agreement, just the same as we cannot make a renter let an owner break that agreement. To break that contract, both parties must agree to allow the contract to be broken, just like any other contract. If we did we would be breaking our own Terms of Service and the owner could come right back and say the contract was illegally voided and they would be correct. So if the owner agrees, absolutely we can honor cancelling the contract. But if they do not, we cannot break the contract just because one party says so.

• Initial Complaint

  Date:05/06/2025

  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.

  I booked a reservation with a ** member on ** share, the reservation that is provided has a provision of a 30 half fee cancellation policy. The owner of the ** added ****** of additional fees to the reservation. Upon requesting clarity from the owner he referred me back to the ** share company for clarification, I was left with and accept or deny the rental, I denied and canceled. The member told me I could not rent the ** without the added fees. This is explicitly against California Fair Act of advertising in Pricing. He member increased the fees after he had the original delivery place in his reservation. When I canceled I was told this was considered the reservation ************************************************ less than the 24 hr period and the owner of the ** not clarifying fees and asking me to return to ** share, the customer service agent was able to read all text and still said it was not refundable. The difficulty is with the additional fees added on by their member on their platform with no outline or explanation of these additional fees and then considering this to be necessary to pay for the delivery of the item. This was not helped by RVshare representative, I asked to be escalated to a supervisor, the representiave choose to consult and return with the same verification, I then asked them to reach out the owner themselves to cancel the reservation in full. They finally agreed. This policy goes against the state law they are offering on their website and with transactions in the state of **********.

  Business Response

  Date: 05/16/2025

  Thank you for the opportunity to respond to the complainant. The owner was clear and upfront on their listing that if a renter is going to dry camp, which would be taking the ** and utilizing it at a location that has no power hookup, no water hookup, no waste tank emptying facilities, etc. to add their package for dry-camping, which does have an additional cost because the renter would need a generator, full fresh water, propane, to have the tanks dumped upon return, etc. because none of those hookups are available where they are staying and the ** cannot operate without those things. The renter did not select that package. Booked. And then the owner ******* their destination and saw from the images that it had no hook-**** They messaged the renter to ask if what they were seeing was correct, and the renter confirmed at that time that they would be dry camping, and then the owner added the aforementioned package. No laws were broken. No one added an imaginary additional fee after the fact. The owner was very upfront and explicitly stated this information at the very beginning of their listing. In this case, Ill give the renter the benefit of the doubt that perhaps they did not know what dry-camping was and thus, did not think to add that package and process their requested refund. I do believe the renter is acting good faith here, but that doesnt mean the owner or anyone else was acting in bad faith. They too were acting in good faith and were as transparent and upfront about the package for dry-camping as they could be. 

• Initial Complaint

  Date:05/02/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On 28 April 2025, I made a reservation to rent an RV through the RVshare website. The price and fees were acceptable to me and there were no problems. The website then stated I had to make a deposit to finalize the reservation. Again, no problem. I paid the reservation for $180.80. Once the reservation deposit was paid, I then received a link stating that RVshare uses facial scanning (biometric scanning) for their rentals and that data is held by a third-party vendor for a year. I reached out to the owner of the ** and asked about a different method of validation and was told that unfortunately, RVshare requires this on all rentals. I further confirmed that policy when I called RVshare customer service. I told the owner I was not comfortable with using biometric screening and especially having it maintained by a third party. I would be canceling the reservation. However, when I went to cancel the reservation with RVshare I discovered that they keep a service fee of $40.40 for any cancelations. I reached out to their customer service (who elevated it to management) for a waiver of this payment since I was not told about the biometric screening requirement prior to making the reservation. If I had been told, I would never have made the reservation. I think it is a dishonest business practice to keep a service fee when the customer is not given all of the information prior to making the payment. I would like my $40.40 to be refunded. I have attached the information that is available to me through the RVshare website. It shows the entire amount but I had not paid that yet. Since I've already canceled the reservation I can't see the receipt from the original transaction. I only paid the $180.80.

  Business Response

  Date: 05/12/2025

  Thank you for the opportunity to respond to the complainant. The service fee is non-refundable because while the reservation itself may have been cancelled, we have already paid multiple vendors and fees to make the reservation happen that cannot be recouped. Every payment we process, or the security deposit, or the protection plan, etc. we pay a fee to process. We pay to process any refunds. We pay to verify the renters identity. We pay to run background and driving history checks. We pay to have a protection policy underwritten, etc. All the things needed to create a trustworthy platform where renters and owners can have faith that all parties are acting in good faith are all things we pay for that we do not recoup when a cancellation occurs. 
  
  In this case, we do require a selfie from owners and renters as part of the aforementioned ID verification process. This is standard practice with any platform or vendor that requires ID verification. That is the only piece of biometric date we collect. We also do not hide that fact. We are very clear that we will identify the identities of all users of our platform because as a peer-to-peer platform, that is paramount to creating a trustworthy interaction between the parties. In addition, the attachment the complainant included with information regarding this, as well as information that the service fee is non-refundable, is available at all times, and is also agreed to prior to anyone making a reservation. It was not just sprung on the renter after they paid as a new requirement or piece of information. 

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* ******