ComplaintsforGreat Alaskan Holidays

• Initial Complaint

  09/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  GREAT ALASKAN HOLIDAYS rented us a defective RV with a broken rearview camera, and they did not send tech to fix it after they promised to do so. Eventually the bad camera directly caused an accident which cost money loss to us. On June 24 2021, we found the rearview camera did not work when we picked up the RV. We had to wait for the technician who eventually made it showing view but said it could work but not perfectly. We drove on trying to catch up our vacation plan. On July 1st, the camera stopped working totally. I called them July 2nd, twice. The on duty manager promised to have the local tech(Holmer AK) to check out the issue that day, but nobody showed up in two days in Holmer. We drove back to Anchorage on July 3. The accident happened in a gas station: I have a family member outside looking out for me, but there was a hidden spot, which could be covered by the rear view camera, caused the accident. It wasn't fair for me to pay hefty repair cost while they aren't accountable.

  Business response

  09/23/2021

  Ms. **

  
  Our orientation video and operators manual specifically states to use a ground guide when backing up in ANY situation regardless if your RV is equipped with a backup camera.   You were also reminded over the phone when you called to NOT rely on the backup camera and to ALWAYS use a ground guide whenever you need to back up.   Up until two years ago our RV's were not even equipped with backup cameras because they are not to be used exclusively for backing up due to safety issues.    

  As in any accident you are always responsible for the damage regardless of who is at fault.  You choose not to purchase our CDW (collision damage waiver) which would have lowered your deductible from $3,000 to $300.  

  Sincerely,

   

  Brian M******

  General Manager

  
  

  Customer response

  09/25/2021

  Complaint: ********
  
  I am rejecting this response because: 
  

   

  1) I did not fully rely on the rearview camera for backup. I always have at least one ground person for watching out for the backup. However the rearview camera is equipped and it's a good supplemental aid for the backup driving. As part of the rental, the equipment should be working as it's part of the services we purchased. The business failed to deliver the full services to me according to the lease.

   

  2) As I provided in the proof statement, I specifically called in the business's technical support number and got promised by the on-duty manager that the local technician would try to fix the equipment. The promised repair service never happened. It turned out to be just a lie to customer. This business is totally irresponsible and extremely canny in dodging their responsibility by playing with words in the paper and trying to power over its customers. 

   

  
  Sincerely,
  
  ******* ** 

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