ComplaintsforCanadream Inc.

• Initial Complaint

  09/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, *********************** sending an email regarding issues while with Canadream. Initially I'd like to say I understand you policies about not telling people the exact vehicle they will be using before hand etc. Now unfortunately in this instance a gentleman from the ******** site had infant stated the Rv we would have was in fact the one in the video that was sent to me and the same one that was shown on the website. It was confirmed due to the dire situation as im very sick. Regardless we did not receive that RV we received something set up entirely different and not big enough for what we needed. Our stock Number was ****** but the stock number of the unit we actually got was ******. I had little to no help from any staff at the ******** site when it came to setting up the Rv or how to do certain things (hook up Bluetooth drop that style of table as the video we watched was an entirely different RV) I was told last minute that they couldn't due my shuttle because they wouldn't have a driver that day even though it was called an confirmed on 3 different times to have a shuttle. We begin our journey with what we thought was a full water tank but there is no way that is so as the water was empty after the first day an no had showered. There was a nail sticking out of the wall by the bed above the driver seat which my wife caught her hand on and cut herself.The Passenger side window imploded on my son an cut his hand an hour away from ******* ********. We were told to drive to ******* to get the window fixed and that Canadream was paying for it to then be told it's only getting plastic and now we have to drive 14 hours to ******* to get the Window fixed.This cut our trip short, caused my grandson to be sick due to the noise and pressure of the broken window.Now we drop it off and we get charged almost 300$ for the window. Told not insurance issue that it wasn't covered at all nor is it covered under approved fixes in terms and conditions. 0 compensations

  Business response

  20/05/2022

  We have had numerous email exchanges with ***************** about the perceived issues in his complaint and have attempted on those occasions to reach a resolution with him.  ********************* booking was made by his son and was for a Run of Fleet category as part of a reduced price relocation offer, which allows us to allocate our choice of a number of different models suitable for up to 6 people travelling together.  For this reason, we are unable to guarantee any particular floorplan. A review of our communications, both in writing and in recorded phone conversations with *****************, confirms that we did not do so.  The damage to the side window was caused by a rock hitting it - it did not simply implode.  Guests are responsible for all damage caused to the vehicle whilst it is in their possession as per the terms and conditions agreed to prior to picking up the **.  We were unable to carry out a permanent  repair to the window on route, as the part needed to be ordered. Our on-road team provided ***************** with the most timely repair available at the time so as not to interrupt his journey. Guest satisfaction is important to us and, where we are at fault, we are happy to work with Guests to reach a mutually satisfactory settlement.   While these issues were outside of our control, we did offer ***************** some compensation as a gesture of goodwill and ***************** chose not to accept this.  We are sorry that ***************** was not happy with the vehicle he received or for being charged for the damage to the ** whilst it was in his care, however he was provided with the vehicle type booked and we thank ***************** for being our Guest.

  Customer response

  25/05/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************** You are still lying. It's physically impossible for a rock to come out of a ditch and hit the Passenger window on a 2 lane road when no one else was around. You still lie about what was stated on the phone recording. Very curious as to why that still hasn't been sent as it's been requested multiple times. How much was the window? As I paid 1000$ deposit and only got 588$ back but was told the window was 286$ something doesn't add up

  Business response

  01/06/2022

  ***************** is incorrect when he states the amount of his refund.   The cost of the damaged window was $288.75 and this was deducted from his initial damage deposit of $1000 leaving him with a refund of $711.25.   Following our initial response to his complaint to BBB, he contacted us and accepted our offer of compensation as a goodwill gesture.  This was for an additional $100.  We believe that, with the acceptance of our offer, this complaint should now be closed with no negative rating recorded against us.  We have, at all times, been happy to work with ***************** (who is not our principal Guest on the booking) to come to a satisfactory resolution.   Guests are responsible for all damaged caused to a vehicle whilst it in in their possession and this includes damage to the window, regardless of cause.

  Customer response

  01/06/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************** Still waiting for your voice recording of phone call. I'm sorry hut you continue to call all of us liars but fail to produce the recording of the conversation. I belive a negative rating is at very least what will be happening as well as a poor ****** review. I'm sorry but to sit there and lie about what was stated on the voice recording and failure to present the recording even after being asked multiple times leads me to belive its you guys infact the ones who are lying. Thank you

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