Complaints

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• Initial Complaint

  Date:19/10/2022

  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 May 27, 2022 I signed a contract to rent a unit using the RVezy platform for August 13 - August 21, 2022, booking number ******. The contract I signed was to rent the Little Islander’s Luxury Chariot II, 31ft unit with 3 slideouts. On August 13, 2022 I did not receive the unit we rented and according to an RVezy representative, this is strictly prohibited. The unit that was delivered was an older model that was substantially smaller with no slideouts. It was delivered 8 hours late and riddled with problems like leaking water in the bathroom, no properly working toilet, no hot water and a broken stabalizer. The unit had not been cleaned and had several safety issues including electrical plugs that were half detached from the walls and electrical cords wrapped in cellophane and duct tape. It was not in rentable condition. I reported this to RVezy at the beginning of our family holiday and asked to cancel it and rent a different unit. I followed the RVezy representative’s suggestions to contact specific owners to rent a different unit. No suitable units were available on short notice in August; this is why I rent many months in advance. I had already paid for the 8 days of our campsite as well as committed to the camping holiday with a group of other family members and friends. In addition to this, I had to deal with a hostile owner emailing who tried to verbally attack me multiple times over issues with his unit. I paid for a service from RVezy that I did not receive.
  
  My wife and I have wasted many hours of time trying to get a refund. It is appalling that RVezy would treat a returning customer this way. Eventually, after reviewing some of the photos and email threads, a Trust and Safety Officer from RVezy found the owner’s behaviour in violation of RVezy’s rules and regulations. I have been issued a partial refund of $814.37. I paid $1912.70. I am seeking a refund for the remaining balance of $998.33.

  

  Business Response

  Date: 31/10/2022

  Hello *****,
  
  Thank you for getting in touch with RVezy. 
  
  I have reviewed your account and it looks like we provided you with a partial refund due to the issues you had with your booking. The reason why a full refund was not provided is because you ended up going on the trip and you used the RV to for the full length of the trip. 
  
  Should you have any questions, please do not hesitate to contact us.
  
  Best,
  *** RVezy Manager
  
  

  Customer Answer

  Date: 07/11/2022

  Complaint: 18246515
  
  
  
  I am rejecting this response because of the primary issue that we did not receive the trailer that we had booked. The image from the ad on RVezy and the actual trailer that was delivered to the campground that we were staying at were two different trailers. The trailer in the ad was larger and newer than the one that arrived. When starting the complaint process with RVezy the next morning after receiving the trailer at dusk the night before, the RVezy staff told on the phone that delivering a different trailer than the one advertised on the RVezy website immediately voids the contract. This action itself should immediately cause the contract to be voided and that 100% of our payment be refunded. I will continue though because there are a number of other issues with the older, smaller trailer that we encountered. 
  

  The smaller, older trailer had no workable awnings and no slideouts. The external wiring was unsafe as the main power source was wrapped in cellophane and taped with duct tape and not electrician’s tape. The inside of the trailer was filthy - the fridge and freezer had hair and dirt in them; the bathtub had dirt and debris in it; the kitchen sink plug had black chunks of dried debris on it; the toilet paper under the bathroom sink had been chewed; and in the main bedroom area, electrical outlets were partially detached from the wall. Further, there was a leak in the washroom area so we couldn’t use the toilet and there was no hot water so we couldn’t use the shower. 

  
  We chose to rent through RVezy because we wanted a hassle-free holiday with family and friends.  We paid for a 31 foot unit with 3 slideouts. We paid for a unit that was supposed to have working showers, a working hot water tank, no leaking pipes in the bathroom, working lights, and an awning for protection from weather. We paid for a unit that was supposed to be equipped for a family of 4 and it was not.  We had to borrow dishes like big bowls and mugs for hot chocolate.  We paid for the setup and expected the unit to be delivered on time, not 8 hours later in the dark.  We had to help set the unit up and help fix a broken stabilizer. This took 2 hours to do. We couldn’t unpack or put anything away in the unit that night because the trailer was filthy and the owner said he had to make a decision to either get us the unit or have it cleaned.  This is unacceptable amidst a global pandemic.  My wife spent hours the next day sanitizing the unit because it was so dirty. Instead of an enjoyable holiday, we had to contend with issues all week long.  In RVezy’s response, they stated that we “ended up going on the trip and used the RV for the full trip.” My family and I were already at the campground in our group site that cost approximately $800. I contacted RVezy at the beginning of the trip to inform them about the issues and asked to cancel and rent something else.  On short notice in August, we were not able to get anything delivered.  We should not have been put in that position in the first place.  We should have received what we booked and paid for - period.  If the shorter, older unit that was delivered was actually in rentable condition, we would not be seeking a full refund even though we feel we are entitled to one.  

  
  In summary, we have only received a partial refund of 42.6% from RVezy based off of the price of a larger, newer, working trailer. As the RVezy rep said on the phone, this rental should be voided. For some reason what we were told on the phone and what we received as a partial refund later were not the same. 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  

  Business Response

  Date: 08/11/2022

  Hello *****,
  
  Thank you for getting back to us. 
  
  I took a look on our records and I was able to see that someone from our Trust and Safety team reached out to Cindy with the breakdown of refunds and credits that were granted to you due to this incident but we never heard back from you.

  The email was sent on September 19th. If you have any further concerns please reply to that email so we can continue to work with you to assist you in this matter.  
  
  Thank you and we look forward to supporting you. 

  
  Best,
  *** RVezy Manager
  

  
  

  Customer Answer

  Date: 15/11/2022

  Complaint: 18246515
  
  
  
  I am rejecting this response because RVezy failed to address the main issue that the owner brought an older and smaller trailer to us. It arrived many hours late and I had to sign the contract in the dark. The contract that was signed was for the newer, larger trailer - and not for the actual trailer that arrived. All of the shortcomings were found out the following day in the sunlight. 

  Since the contact that was signed misrepresented the trailer that was delivered, your staff told me on the phone that this rental should be null and void. If you have information about the wrong / different trailer being delivered on your website or in the forms that were presented to us, please include them in your response.

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