Complaints
Customer Complaints Summary
- 32 total complaints in the last 3 years.
- 12 complaints closed in the last 12 months.
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Initial Complaint
Date:29/07/2022
Type: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 the weekend of June 19, I rented a trailer from an owner through RVezy. During my travel from Writing on Stone Provincial park back to Calgary AB I was flagged down on Highway #2 between Fort Macleod and Granum at approximately 1:30pm (Sunday June 19) to notify us that the roof was peeling back from the front of the trailer. I contacted the owner immediately via both text and phone to notify her and to ask how she would like me to proceed.
Since the time of the above noted incident, RVEZY has retained $500 of my money as a deductible for the claim and would only be willing to release it if I was found not at fault.
Earlier today I received an email from the safety advisor notifying me that although the roof damage was deemed the fault of the owner, there was further damage as the roof peeled further back that would be considered my fault. This goes against their own terms and conditions and I do not trust their judgement. Below is the response I received from RVEZY:
After extensive review with our team and managers, we are not able to cover the repairs to the roof. According to the mechanic's report, the mechanic inspected the rubber roof material that had blown off and found the glue has let go and this is what cause the rubber roof to let go. According to our Terms of Service, in section 4.2: "DAMAGES CAUSED BY FAILURE TO PROPERLY MAINTAIN THE RV AND GENERAL WEAR AND TEAR IS NOT THE RESPONSIBILITY OF THE RENTER AND THE OWNER WILL BE HELD 100% FINANCIALLY RESPONSIBLE FOR ALL DAMAGES, CLAIMS AND LOSSES THAT OCCUR AS A RESULT." I will attach a copy of the mechanic's report regarding this statement.
However, there were resulting damages caused by the roof peeling off towards the antenna and vent caps. We will be proceeding with this claim and approving it for repairs. We are currently awaiting an estimate of repair and we will let you know.
Business Response
Date: 02/08/2022
Hello ****,
Thank you for getting in touch with RVezy.
I have reviewed your account and our trust and safety team will be providing a resolution regarding your refund. Please check your inbox for further details.
Should you have any questions, please do not hesitate to contact us.
Best,Customer Success Team
Customer Answer
Date: 08/08/2022
********** ********
I am rejecting this response because: RVezy has yet to provide my full deposit back to me. In an email today they stated that they would be closing the case today but I have not received my money yet and the previous correspondence noted that I needed to accept or reject by today.
Sincerely,
**** *******Business Response
Date: 11/08/2022
Hello ****,
Our records shows that you have received a full refund as well as an explanation.
Please take a look at the recent email our Trust and Safety team sent you.
Thanks,
Customer Success Team
Customer Answer
Date: 11/08/2022
****** ******** *******
I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
Sincerely,
**** *******
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