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:30/06/2023

  Type:Order 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.

  Refuses to answer simple questions about their "commercial insurance policy" and how my personal information required on their "insurance application" is used to "qualify" for an insurance policy where I am not the policyholder, but only a 3rd party.
  
  They are demanding that I provide incredibly sensitive information to qualify for this alleged policy, such as, date of birth, license class, license number, front and back images of license (which contain a social security number), how long I've had a license, how many at-fault accidents I've had in 6 years, how many minor traffic convictions in the past 2 years, how many criminal driving offenses in the last 3 years, and whether I've had insurance cancellations by the insurer in the last 3 years.
  
  A 3rd party to an insurance policy is NEVER required to "qualify" for an insurance policy. Because literally anyone could be a 3rd party to an incident that occurs due to the fault of the insured, in this case a renter who has qualified for the insurance. However, this policy would NEVER cover me as a policyholder.
  
  It's incredibly concerning that customer service agents are demanding I provide information so sensitive that it allows them to pull a driving record and credit report, yet can't explain why I need to "qualify" for an insurance policy for which I will never be the policy holder. I already have insurance on my RVs. That insurance covers me when I am operating my RVs. RVezy cannot explain why I need to "qualify" for an insurance policy that will never cover me.
  
  Again, the concern here is that I must qualify, when in reality I am not being covered. My RV is being covered when a renter is the policyholder. Attached is the email chain I've had with them, showing how they consistently dodge and refuse to answer questions about the policy.

  

  Business Response

  Date: 05/07/2023

  Hi *******, 

  Thank you for contacting RVezy.  

  It is important to note that the insurance application is a mandatory requirement for every RV host on RVezy. This application ensures that your RV is covered by our commercial insurance policy when it is rented out to guests, which means that your personal insurance will not be involved. Once the commercial insurance has been approved, we will issue a certificate that can only be used when accompanied by the RVezy booking voucher. Please note that the guest will be responsible for paying the insurance amount/deductible on each rental. We prioritize the safety and protection of your RV and want to ensure a stress-free and enjoyable rental experience for you and your guests.

  We understand that different states have varying requirements, and not all states have the Social Security Number on the driver license. Therefore, we would like to reassure you that it is not mandatory to provide the SSN. We recommend that you cover the Social Security Number when taking a photo of your driver's license, which is a standard measure to ensure your personal information remains secure.

  Please note that all other requirements mentioned in section 17 of our terms of services are mandatory and need to be fulfilled to complete your application process successfully. If you are not comfortable sharing the required information, we will respect your decision, but unfortunately, we won't be able to provide any further assistance. 

  If you have any further queries or concerns, please do not hesitate to reach out to our customer service team, and we would be happy to assist you.

  Regards, 

  *** RVezy manager
  

  
  

• Initial Complaint

  Date:06/06/2023

  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 rented out our trailer on RVezy last summer. The tenant that used our trailer caused $35,000.00 in damage to our beautiful trailer. RVezy would not cover any damages through their insurance plan. They walked away and left us to suffer with a trailor now worth nothing. We felt confident renting with them thinking that their insurance would cover any damages if such tragedy occurred. They took the tenants side who must have taken our unit for a major joyride as they broke our frame, the flooring, the ceiling, our slides, and got to walk away and were even given back their deposit! The lack of customer service towards us from ******* was insulting and this company washed their hands of us. We now owe $35,000 to the bank and now have no trailer to show for it. Dealing with RVezy was an absolute nightmare and we are still living it while we pay off a broken, non useable trailor. We are now out all this money. Beware of this company.

  

  Business Response

  Date: 08/06/2023

  Hi *******, 

  Thank you for contacting RVezy.  

  The claim on your booking  ******* with the guest ****** was opened on August 6, 2022. 

  The claim was denied by ******** (independent contractors for ******* ****** who are our insurance providers on this claim) due to mechanical failure. 

  In an email sent to you on August 29th, 2022 we suggested that you email the adjuster to ask for further clarification on why the claim was denied. (Adjuster email was provided)
  Please note the following from the rental agreement, you signed:

  -The RV is in working mechanical condition, and I am responsible for all mechanical-related failures, which may occur while the RV is being operated in accordance with the applicable terms as set out on our ***********************************.

  Please note section 4.4 Owner Liability from our Terms of Service:
  4.4 Owner Liability:
  ? Mechanical Breakdown: Owners are solely liable for any mechanical breakdown of an RV they have listed. In the event of any mechanical breakdown of a vehicle the Owner shall be responsible for the cost of the repair. If the Renter is required to pay for any repairs (other than repairs that are the responsibility of the Renter as described in Section 4.2), the amount paid will be deducted from any amounts that the Renter owes to the Owner. If the mechanical failures are such that the Renter cannot make use of the RV, in addition to any out-of-pocket expenses for which Renters will be reimbursed, Renters will receive a prorated refund for the days in which the RV was unusable.

  Feel free to contact us if you have any questions. 

  Regards, 

  *** RVezy manager.
  

  
  

• Initial Complaint

  Date:20/04/2023

  Type:Billing 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.

  Dispute was made with company September 2021 RVezy refused to dispute so I disputed with my credit card company. After careful evaluation the credit card company resolved in my favor and credited my account for funds in the amount of $1304.96 November 30, 2021.
  Now 4/20/23 Rvezy USA Inc has sent me to collection thru *** ********.
  This has already been reviewed and resolved, this is an attempt to collect on charges that they are not entitled.
  RVezy needs to be accountable for misrepresenting themselves and the units they rent thru private parties.

  

  Business Response

  Date: 21/04/2023

  Hi *****, 

  Thank you for contacting RVezy.  

  Your booking #******, from August 30th, 2021 to September 4th, 2021 took place for a total duration of 5 nights. 

  The rental invoice for the motorhome is as follows:
   Rental Amount            $1250.00
   Insurance:                   $199.95
   Service Fee                 $140.00
   Cleaning Fee               $60.00
   Roadside Assistance   $90.00
  Total   $1739.95

  As the motorhome was used for the entire duration of the rental, a full refund was not an option. You may wish to contact *** ******** for more information.

  If you have any questions, please do not hesitate to contact us.

  Regards, 

  *** RVezy manager
  

  
  

  Customer Answer

  Date: 21/04/2023

  
  
  Complaint: 19963394
  
  
  
  I am rejecting this response because:  A second letter from **** **** to me acknowledges that the merchant or merchants bank accepted the reversal of said funds and our claim was found in our favor.  They are trying to collect on a debt that has already been settled between RVezy, **** **** and myself. **** **** did not give us our money back until the claim was fully investigated and found in our favor that we didn't receive the service that we paid for because the unit was not in proper operating condition and was misrepresented to us to RVezy and owner Jungie Kim when we rented it. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 27/04/2023

  Hi *****, 

  Thank you for contacting RVezy.  

  We understand that you have already disputed the charge with your bank, however, the contract between you and your bank is separate from the contract between you and RVezy. 

  The motorhome was used for the entire duration of the rental, utilizing the service in its entirety. Disputing the charge with your bank does not void the contract between you and RVezy.

  If you wish to talk over the phone, we will be more than happy to answer all your concerns about this matter. You can give us a call at ** ***** ********.

  Regards, 

  *** RVezy manager.
  

  
  

• Initial Complaint

  Date:24/03/2023

  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.

  Two weeks ago I reserved a travel trailer for a week in August. Was led to believe by the advertising that I would receive a full refund in cancelled within a specific time frame. Cancelled the reservation today and they kept 2/3rds of the deposit, over $200 for " taxes and services fees". Customer service was unwilling to refund or even explain what possible taxes or fees would have been incurred, in two weeks. VERY POOR BUSINESS! I absolutely feel as if I have been ripped off

  

  Business Response

  Date: 27/03/2023

  Hi ******, 

  
  Thank you for contacting RVezy.  

  
  Your booking ******* for August 2nd to 8th, 2023 was canceled on March 24th, 2023, which is more than 30 days from the start date of the rental.

  
  As per our cancelation policy “If cancelled by the guest more than 30 days from the start date of rental: The guest will receive a full refund of the deposit that was paid minus the RVezy service fee and its tax.” 

  
  The above information can be found in our help center: *************************************************************************************************
  
  

  
  Prior to confirming your decision to cancel your booking, you were shown a breakdown of the amount of your refund as well as the amount you would forfeit. This is to ensure that you were able to make an informed decision. After being presented with this information, you still chose to cancel your booking, and a refund was issued accordingly.

  
  Feel free to contact us if you have any questions. 

  
  Regards, 

  
  *** RVezy manager.

  Customer Answer

  Date: 27/03/2023

  
  
  Complaint: 19848903
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ]****** *****

   

  I want a statement of how you applied the over $200.00 you kept in taxes and service fees. Specifically what tax was paid and in what amount. What service fees and in what amount totalling $233.91? How do you justify these fees for a two week hold on a trailer?

• Initial Complaint

  Date:11/02/2023

  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.

  Refused to return our deposit despite being within the cancellation window. Charging us nearly $300 for booking and exchanging a few texts with the RV owner and then attempting to cancel.
  
  We want our money back.
  
  These are deplorable business tactics aimed at generating profits with a crafty cancellation policy.

  

  Business Response

  Date: 14/02/2023

  Hi ******, 

  
  Thank you for contacting RVezy.  

  
  Your booking ******* for March 11th to 12th, 2023 was canceled on February 11th, 2023, which is within our 30-day cancellation policy.

  
  As per our cancelation policy “If cancelled by the guest between 30 days and 8 days from the start date of rental: The guest will be refunded* 50% of the rental amount and will forfeit the RVezy service fee and its tax as well as the 2nd half of the rental amount.

  
  The above information can be found in our help center: **************************************************************************************

  
  Despite the fact that we understand that plans can change, we must adhere to our cancellation policy.

  
  Feel free to contact us if you have any questions. 

  
  Regards, 

  
  *** RVezy manager.
  

  
  

• Initial Complaint

  Date:01/02/2023

  Type:Service or Repair 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.

  ***** * ******* Hello *** Team, we are being accused and charged for repairs which are not legitimate. We are trying to communicate to staff with RVezy, and no reply. Please help us. Built-in fridge was malfunctioning prior to our rental on 19 august 2022, and by the return of the RV on 28 august 2022, there was no change in its operational output. We found out that RV owners are holding us responsible for the built- in fridge failure. We have a picture of the second fridge, which was not intended to be there by safety regulations and RV developers. (Owners of the RV verbally told us that the buit-in-fridge working so-so). It was provided by the RV owners. The presence of this movable fridge was causing many safety concerns and discomforts. This fridge was not on the rental listing/website. We were not planning on moving fridge “Master Chef” on our vacation during each destination point. However, we had to do it, since the fridge was preventing access to the stove, and with the extension room being open, it was in the middle of the hallway and entrance door.
  Is there a good reason for the movable fridge to be there, causing safety and discomfort issues, if the built- in fridge had no issues prior to 19 Aug 2022? We would like to know if the insurance company which is covering the cost of repairs of the built-in fridge, was aware of such details, and whether this is a fraudulent claim.
  Also, according to RVEZY INC TERMS OF SERVICE 4.5 Owner Responsibility, RVezy representative has a right to conduct an inspection of the RV, and than they would be able to witness that with the operating/running motor the mechanism of opening the extension room is not working as it is electronically blocked. This will give an honest perspective on the statement by owner that fuses were blown with such an attempt while RV was in our occupancy. * We have asked for independent inspection/assessment, and RVezy did not provide it. Thank you for your time to support us. ****.

  

  Business Response

  Date: 03/02/2023

  Hi ****, 

  
  Thank you for getting in touch with RVezy. 

  
  I have reviewed your account and our customer service team will be contacting you regarding the claim. Please check your inbox for further details. 

  
  Should you have any questions, please do not hesitate to contact us.

  
  Best, 
  *** RVezy *******.
  

  
  

  Customer Answer

  Date: 03/02/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18965209, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:17/12/2022

  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 11/13/22 I used the RVezy app to secure the rental of an RV, including 24/7 roadside assistance which I paid as an additional fee for the entirety of the trip. The trip took place Dec 1 thru Dec 14.
  
  On the night of Dec 10 I contacted the roadside assistance toll free number to get assistance due to a low tire on the RV. I parked at a safe location in Louisiana and stopped driving as I felt unsafe continuing. I was told by the roadside assistance rep that they would call me back when help was on the way. When they called back they told me that they could not send help because "it is hard to find someone to come out on the weekend". I decided to spend the night where I stopped and try to get some help myself next day to continue on since there were storms predicted for the area over the next few days.
  
  On the morning of Dec 11 I got some air and continued on. Once I reached a ********* ***** location in Mississippi I had more air added and asked to check the tire, they confirmed there was a leak but were not able to service the RV. I contacted roadside assistance again and gave them the information so they could send help. Again I was told to wait just to be told once more that "it was hard to get someone on a Sunday". I then decided to continue on and check the tire pressure every few hours until I arrived home.
  
  I am seeking a refund of the amount paid for the 24/7 roadside assistance which they failed to provide when I was in need. "It is hard to get someone on a weekend" is not what you want to hear when you need help. Thankfully I was not in a more dire situation, I don't even want to think what would have happened in a more pressing situation.
  
  I tried to work this out with RVezy thru their customer service department but so far they refuse to help or even acknowledge any wrongdoing.

  

  Business Response

  Date: 19/12/2022

  Hi ******, 

  
  Firstly I would like to apologize for your RV trip not being as expected. This is not the experience we want you to have with RVezy.

  
  The issue you encountered during your trip was a tire with a slow leak. Roadside assistance recommended you to drive to the closest garage as towing services are only dispatched if the vehicle is unable to move. 

  
  Roadside Assistance for motorhomes only covers the labor work of replacing a tire, not the cost of the tire. For more information about Roadside Assistance coverage for motorhomes click here: *********************************************************************************************************************

  
  Roadside contacted you several times to submit the invoice to reimburse you for the labor cost of replacing the tire but no invoice was sent therefore the ticket has now been closed.

  
  It is in your rental agreement contract as the guest to bring back the RV in the same condition it was picked up in. However, as the host did not charge you for the tire replacement your booking was closed out and completed at no additional cost to you. 

  
  After reviewing your complaint regarding roadside assistance on your booking ****** we can confirm that no reimbursement can be made.

  
  Feel free to contact us if you have any questions. 

  
  Regards, 

  
  *** RVezy manager.
  

  
  

  Customer Answer

  Date: 19/12/2022

  
  
  Complaint: 18604987
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:01/12/2022

  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.

  My family and I rented an RV for 3 weeks in June 2022. After we got the RV, we ran into a few issues right away: the front passenger airbag wasn’t working (safety concern), freezer wasn’t working (food that we prepared melted and spoiled), and other smaller misc issues. These issues were never corrected for the entire 3 weeks, despite clear communication, and our plans had to be modified. After we returned, we did the walk through with the owners, and we signed for all the damages (minor) that we found and left on good terms. A week later, the owners filed a claims on this items, and multiple other items that we never saw or signed for, including: $350 deep clean fee, $1200 detail for exterior, ect, ect, ect. RV shares solution: split the claim down the middle, regardless if the claims were legitimate. So basically, the owners get to deep clean and detail the RV at renters expense, after any rental. At first, we thought there was a mistake, because the owner said he’d file a claim with the insurance, because some of the damages were not our fault (ie, wheel hub cap fell off), but then we realized that we were getting the bill. We wanted to leave a review after the claim settled, to have a comprehensive review of the whole process, but by then the review window closed. We felt that that would be fair for both us and the owners. However, RV share refuses to leave “unhelpful” reviews. We understand that this review doesn’t help their business, but other potential renters need to be aware, and to remain cautious to unwarranted claims. We believe RV share purposely omits negative reviews to encourage increased booking, at renters expense. This owner has many bookings every month, but only 2 reviews. Most likely waiting for the review window to close, then filling their claims.

  

  Business Response

  Date: 02/12/2022

  Hello *****,
  
  Thank you for getting in touch with RVezy. 
  
  After reading your message, it looks like you have contacted the wrong business. It seems like you are looking to contacted RVshare and you have contacted RVezy. 
  
  Should you have any questions, please do not hesitate to contact us.
  
  Best,
  *** RVezy Manager 
  
  
  

  Customer Answer

  Date: 07/12/2022

  
  
  Complaint: 18510674
  
  
  
  I am rejecting this response because:sorry, I mistakingly wrote RVshare, but I meant RVesy. ** ******* ****** *** *******
  
  Sincerely,
  
  
  
  ***** ****

  

  Business Response

  Date: 09/12/2022

  Hi ***** & ******.

  
  Firstly I would like to apologize for your RV trip not being as expected. This is not the experience we want you to have at RVezy.

  
  After reviewing your claim regarding booking ****** in more detail I can confirm that the initial claim of $1200 was denied due to lack of evidence. However with the supporting documentation provided by the host, the claim was closed charging you a total of $651.84 excluding tax and service fee. 

  
  The Standard protection you selected has a deductible of $2500. As the claim amount was inferior to the deductible, the insurance was not able to cover it. For more information on this, you can review the links below: 

     - What does RVezy insurance cover?: **************************************************************************************

     - What kind of insurance claims are not covered by RVezy's insurance?: *************************************************************************************************************************
  
  

  
  Another concern you raised was the extra cleaning fee of $250 charged during the closeout process. As the article indicates, Who is responsible for cleaning the RV? ************************************************************************************************ the guest is responsible to bring the RV in the same condition as it was when it was taken. After reviewing the documentation the host sent this was not the case.

  
  Since you requested to have someone from our team reach out to you, you can expect a call from us shortly.

  
  Best, 

  
  *** RVezy manager.
  

  
  

  Customer Answer

  Date: 09/12/2022

  
  
  Complaint: 18510674
  
  
  
  I am rejecting this response because: I would like to leave me review for the owners, just as he did for me. 
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:08/11/2022

  Type:Sales and Advertising 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 from RVEzy.com in July 2022 and drove it to three Ontario provincial parks under normal weather condition. After we returned the RV, the owner noticed the paint in three small areas on the driving room doors was bubbled and filed an insurance claim, These damages were not from collisions (we have photos to prove this), but regular wear and tear or poor paint work. The insurance policy covering the rental doesn't cover these kind of damages and states clearly that they should be the owners responsibility (https://help.rvezy.com/hc/en-us/articles/360039987313-What-kind-of-insurance-claims-are-not-covered-by-RVezy-s-insurance-). However, after the owners filed laim, RVEzy.com processed the claim as collisions, so that they became the renter's responsibility. As a result, the company deducted $634.00 from our security deposit as the insurance policy we bought had a $2000 deductable. I attached the photos of the affected areas and the insurance estimate. The first three photos showed very clearly the pain damage was not from collisions as the areas had no sign of hard impact. The last two photos showed that the damage was claimed as collisions. Also note that all these damages happened to the dark strips on the RV body, which is an extra layer pain on the hard coat pain of the original body paint.

  

  Business Response

  Date: 09/11/2022

  Hello *****,
  
  Thank you for getting in touch with RVezy. 
  
  I have reviewed your account and it looks like the Trust and Safety team did not process an insurance claim. This is why you were not charged the full deductible. The charges that you have mentioned were deducted from your security deposit. We have photos that show the damages cuz after you picked up the RV as well as inspections images taken by the RV owner. Our records shows that you did not complete the inspections pre and post booking that will allow us to identify when the damages occurred  
  
  Should you have any questions, please do not hesitate to contact us.
  
  Best,
  *** RVezy Manager
  

  Customer Answer

  Date: 10/11/2022

  
  
  Complaint: 18377910
  
  
  
  I am rejecting this response because:
  

  1) This case was processed as an insurance claim from the beginning to the end. The owner of the RV opened an insurance claim after the RV was returned and RVEzy immediately deducted $1000 more from my credit card on July 25 (see attached notice). This was on top of the $1000 security depoit RVEzy held for the rental. The total made up to the $2000 deductable in my insurance policy.  The assessment was completed as an insurance as well as the assessment notice shows (attached). 

  2) As the owner opened an insurance claim which would be handled by RVEzy, they deferred all my questions to RVEzy (see the communication between my and the owner) and closed out the rental. As the result, the owner didn't need to hold responsibility for the poor quality/maintainance of the painwork of their RV, and I wasn't given the fair chance to dispute with them or leave my review for the quality RV they provided to renters. 

  3) If the nature of the damages is not covered by the policy insurance as it is the owner's responsibility, how could RVEzy put the full responsibility on the renters by saying they didn't process this as an insurance claim. If that is case, why do they need the Owner's responsibility in the insurance policy? 

  Therefore, I don't think RVEzy processed this case properly and their business practice treats the renters unfairly and is in fovor of the owners. 

   

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

  

  Business Response

  Date: 14/11/2022

  Hello ********,
  
  Thank you for getting back to us. 
  
  I took a look at the booking again and I can confirm that because the damage was less than the security deposit, this was not processed as an insurance claim. The only reason why you see this as an insurance claim is because we charged part of the deductible because the security deposit was refunded in full. You can see this in your bank statement. 
  

  Regarding the damages, I have pictures that the owner provided where is very clear that damages occurred while the RV was in your possession. I'm happy to share this with you. You can email me at [email protected] and i can share this with you. Please write *** review documents on the subject line so we can communicate via emails. 

  Looking forward to hearing from you.
  
  Best,
  ********
  

  
  

  Customer Answer

  Date: 16/11/2022

  
  
  Complaint: 18377910
  
  
  
  I am rejecting this response because:

   

  I'm not here to dispute when the damages happened, but the practice RVEzy used to handle the case and assign the responsibility. 

  Basically, I don't agree that this "The damage was less than the security deposit, this was not processed as an insurance claim."

  1) Whether a damage is insurable or not depends on the nature of the damage, not the amount of the loss from the damage. So, please let me know if this type of damage is insurable or not according to your policy.  

  2) RVEzy processed the case as an insurance claim and the document provided to me clearly showed this, how in the end, it is not "processed as an insurance claim". If this was not an insurance claim, I should be given the chance to communicate with the owner directly and dispute the responsibility and I would be able to leave my review about the transaction based on the experience. 

   

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

• Initial Complaint

  Date:03/11/2022

  Type:Sales and Advertising 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.

  A friend & I rented a RV through the RVezy website. We had an extensive trip and had MULTIPLE problems with the RV, the worst being that the electric stairs stopped working on the 1st night of our trip. The owner filed an insurance claim & it was determined that it was a mechanical error. However, he also filed a claim stating that a hood lock was missing which we are being held accountable for! Prior to the trip, I purchased the roadside assistance insurance. When we ran out of gas, I was told by the support person that we were covered. 3 months AFTER our trip, I get an email stating that we were only covered for $50 & were responsible for $275. They immediately deducted the money from my account without allowing me a chance to dispute. Today, I received an email stating that we were found to be responsible for the missing hood lock which is $422! Again, I am not being given the chance to dispute this. I will NEVER use this company again. It has been one hit after another MONTHS after we finished our trip. We were put at great inconvenience due to issues with this RV and frustrated with things that were expected but didn't work (outlets, outside entertainment, etc). This company is TERRIBLE!

  

  Business Response

  Date: 04/11/2022

  Hello there,
  
  Thank you for getting in touch with RVezy. 
  
  I have reviewed your account and it looks like our trust and safety team did honour our roadside offering. Please see this document for further detail :https://help.rvezy.com/hc/en-us/articles/360039005834-What-is-RVezy-s-roadside-assistance-coverage-for-motorized-RVs-
  
  Regarding the other incidents have you send any evidence that proves that the issue was pre-existing before your trip?  

  
  Should you have any questions, please do not hesitate to contact us.
  
  Best,
  *** ***** *******