Complaints

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• Initial Complaint

  Date:04/12/2023

  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 booked a holiday with this company/ person based in *******.We rented a vehicle as part of the holiday.A couple of months before we were due to depart, we were told the vehicle we hired was no longer available.We were also told we would have to take another vehicle with no choice as this was the only one available.This new vehicle did not suit us at all for many reasons.We could have cancelled at this stage and we may have got a refund.However we had already paid for our flights and if we cancelled we would loose this money so we decided to continue with our booking.A few weeks after we agreed to take the new vehicle, we were told that full comprehensive insurance was not available on this vehicle like it was on the first vehicle.We were told that we would have to pay a deposit of $2500 up front.We were now responsible for the first $2500 of any damaged caused.At my age it is easier to have an accident, this holiday was booked on the basis that we had full comprehensive insurance.When we said we wanted to cancel the holiday because there was no full comprehensive insurance available and we were not told this when the vehicle was changed.We were told we could cancel if we wanted, however we would loose about 60% of what we paid.We had paid in full for our holiday.We also had to sign a waiver saying we would not *** if there were any problems with our holiday.If we did *** we would also have to pay the suppliers attorney to defend the case.The waiver also said that the contact between us was made in *******.Because of the above and many other problem our vacation was ruined.

  Customer Answer

  Date: 04/12/2023

  Is bullying against the law in ******** ? 
  
  Full Refund  of the cost of the Vacation 

  

  Business Response

  Date: 04/18/2023

  Hello ****,
  As explained to you at the time of booking, the motorcycle you selected from category C was not available, however you were being given a motorcycle from category B at the Cat. C rate.
  Due to all rental motorcycles within our network in ** being fully booked, it was extremely lucky to find an available motorcycle, even with holding the price for you.
  
  Regarding the full comprehensive insurance, the motorcycle you rented was covered under **************************** with a $2,500 bond/insurance excess Our rental partner offered to show you the insurance policy; however, you declined to look at it.
  The $2,500 bond is normal practice. In fact, this is less than other rental companies in **. As explained before you arrived in ** the bond is secured against your credit card in the event that the motorcycle is damaged.In your case the bond was never secured against your card as you picked up the motorcycle in ********, and we had no way of take a preauthorization for your card; therefore, your card was not charged for the bond. Please note, it is standard practice for vehicle rental companies in ** to secure your credit card details against any damages.
  
  During discussions with you regarding the insurance and bond coverage, we did offer to allow you to cancel with a refund, despite being within our cancellation period. You declined our offer.
  
  A waiver is normal practice when undertaking tours that do have a risk factor, i.e. motorcycle touring. However, Im not clear on your comments regarding ******* as we are not based in *******.
  
  Many of these issues/concerns could have been resolved well before the point of no return for you & us, however you didnt provide the information we repeatedly requested, and in fact we made an exception to our 30-day payment deadline for you (as you had not paid for the tour at that time) to make it possible for you to enjoy the tour.