ComplaintsforEstes Park ATV Rental

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Instance occurred on 10/2/21. This company rents atvs to customers and they lease the atvs from the Polaris dealer. We are not aware of this. We had 2 scratches. They were very small and could be easily fixed. They were no doubt just basic scratches that anyone would expect. Especially going over the intense terrain we were instructed we could go. No one in our party even thought twice about the little scratches. Then we went to turn in the ATVs. The workers seemed weirdly excited when noticing the scratches. We were then told someone would be in contact with us to let us know what the next step was. This never happened. I called the next day as 1500 was taken out of my bank account. Thats with me purchasing the only insurance they offered. The owner said he would get back to us once damaged was assessed. He never did. We have called multiple times politely asking to speak with someone about the quote for damage on the vehicle. I was then told he doubts the owner will speak with us and hung up on us. We have done adventures like this many times and have never seen anything like this. A small scratch should not equal replacing the whole door. They should be doing repairs in the manner that cost the customer the least amount of money. Not just replacing the entire thing and these scratches defiently did not warrant replacing the entire thing. I would bet they didn't do anything to it at all. Just waiting for the next customer and taking there money too. Not one person would ever rent these machines and climb dangerous terrain knowing if they put a small scratch on it, with no explanation given, they would be charged $1500 with insurance or $2500 without insurance. I have driven many ATVs before so I have experience. I have never left a bad review before in my life. But this is a scam. Booking # ********

  Business response

  12/09/2021

  ****** and ******* rented from us on 10/2/2021. They were given a brand new general (worth $45,000). They returned it with significant damage, including rear passenger door skin, driver side rocker plastic and drive side lower bolster. In total the damages were $2800. Luckily for them they had damage protection which limited their liability to $1500. They are responsible for the damages they caused, included in my evidence  is one of the 3 waivers they signed. (I can send pics of all the waivers, but this email only let me add 4 pics. ) We have time stamped pictures of the machine before they took it, and the General was brand new. The time stamped pics on the check in form show damages. ****** admits he damaged the machine, and is downplaying it to try and not be responsible. He had his dad call and yell at us thinking that would make the damages they caused go away. He disputed his credit card charges for the damages and LOST  when I sent in all of our evidence. He damaged the machine, we have contracts signed by both him and ******* accepting responsibility for their actions and time stamped before and after pictures. I will send another email with the additional pictures that I have.

  Customer response

  12/10/2021

  Complaint: ********
  
  I am rejecting this response because: no one takes a 45,000 machine up a mountain with incredibly hard terrain and knowingly  if you scratch it, you pay 1500. No one wants to drive a brand new machine right off the lot. Anyone can say that. . I would like to see the break down on how this was 2800? Is it even fixed? Or are you waiting for the next customer to mess it up and charge them too. I would like to see pictures of the fixed atv.  I’m the idiot for not looking at all 1 star reviews yes. The only reason there is a decent overall review bc you play a numbers game and shove reviews down people’s throats and offer huge incentives.   Do I not even get any explanation, no just hung up on and treated like I’m the idiot? Then be disrespected and hung up on when just asking what was happening. And my dad? That must be one of your many other angry customers. I can assure you no one else has contacted you from my party. And You definitely have no idea who my dad is. And dc about 1500. That’s nothing to me. I can tell your the guy with excuses and everything is always everyone else’s fault. You could not have handled this any worse. 
  
  Regards,
  
  ****** *******

  Business response

  12/10/2021

  ****** damaged a machine and paid for the repairs. He is responsible for the repairs. We do not charge shipping or labor, just for parts. We can email him an invoice for the parts. 

  Customer response

  12/10/2021

  Complaint: ********
  
  I am rejecting this response because:An invoice and breakdown on the work would be great. Proof the work was done and completed would also be necessary. I think a notice to customers stating: you are driving a $45,000 machine and you are climbing mountains with deep trenches and terrain. If you scratch it, you will pay. I think if tourist actually new how serious you take keeping $45,000 machines in perfect shape, they could make a more informed decision. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  09/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  9/16 $381.47 We rented an atv and drove an hour up the mountains to the trails. When we got up there- there was no key in the atv. We had to wait an hour for someone to bring the key up. When he got there, he was extremely rude and acted like it was our fault, no apology. He offered for us to stay out later but we didn’t feel comfortable driving down the mountain at dusk and told him we would be back at 6 and asked if we would get some type of refund for the major screw up- he said yes. We only got an hour out on the trails. When we spoke with the owner the next day, he not only refused any type of refund but also swore at my husband, flicked him off and told him to get the f*ck out of his office. My husband was calm and had no reason to be spoken to this way. They claimed the key was in there the entire time even though the guy had it in his hand when he got to us and even said he got “chewed out bad” meaning he obviously screwed up. We paid nearly $400 for an hour ride.

  Business response

  09/18/2021

  This customer is NOT due a refund. We received a call at 2:15pm that he was at the trail with no key in the RZR. We asked him to look in the glove box of the RZR because that is where we store the key so it does not fall out of the ignition in transit. He stated that it was not there. Our employee asked him to look all over, in case it fell to the floor. He said it was not there. So we called our employee at our staging area and let him know what was going on. He Took an ignition out of another RZR, if the key was not there we would have to tear out the ignition to replace it.) (Because we do not have spare keys, as we have recently moved and all of our spares are 45 min away in a trailer still packed in Loveland)The trail the customer picked is a 45 minute drive away from our staging area. When our employee arrived, with the new ignition, he looked in the RZR and the key was behind a pair of sunglasses in the glove box. THE KEY WAS IN THE MACHINE. The customer did not look well enough to find it. The customer paid for 3 hours of riding and as a courtesy we offered to give him another hour to his ride time (even though it was his fault that he lost any ride time) He said he didn't want to because he wanted to go and eat at a certain restaurant in Estes Park. He would have been done riding at 6:00 and sunset is 6:50. The customer asked for a refund which is not due to him. 1. He had the key the whole time and didn't look well enough to find it( This has never happened before at our business) 2. We provided everything he paid for- a truck, trailer, GPS units, helmets and trail suggestions. 3. We offered him extra ride time which was a courtesy since he was the one at fault. he refused. He is lying saying he would be riding in the dark. 

  If anything, he should pay for our wasted time and gas driving a truck  45 minutes( leaving our staging area unattended ) for no good reason. Then he came into our store and told the owner he was wanting a refund and said that our employee brought a spare key (which we do not have) and didn't mention he was offered an extra hour. When the owner said he was not due a refund, he got angry. We called the employee and put him on speaker phone to tell us what happened so the customer could hear for himself. The customer disagreed that that wasn't what happened and said we were lying. Then he was trying to intimidate us in the office stating that he was a cop and expected us to refund. If you need a written statement from our employee who handled the situation, we can provide that. We run a reputable company and see thousands of people each year and have thousands of 5 star reviews. Some people will do anything to lie and try to get a refund. 

  Customer response

  09/20/2021

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

  The owner is simply lying. Not only did myself and my wife search the entire atv (including emptying the entire glove box) but so did two other customers that we befriended at the top of the mountain. Plus, when Jesse, the employee got to us an hour plus later/ he jumped out of his truck with the key in his hand. We were both standing right there and he never opened or checked the glove box. He also apologized after he started it with the key he was holding meaning he admitted fault and knew it was a mistake. He also told us how much he got yelled at by his hot head boss. The owner also mentions that this has never happened but when we called to inform them of the missing key, the owner was heard screaming in the background about how “this always ******* happens!” Furthering his lying capabilities. Our credit card company is working on the refund for us but we are more concerned about future customers getting treated the way the owner treated us. If you read all the bad reviews, this behavior we experienced is consistent in all of them. This man should not be able to speak to customers and lie through his teeth and get away with it. We are generally worried about him continuing this behavior towards others. 
  
  Regards,
  
  ****** ******

  Business response

  10/04/2021

  Complaint #********
  I already responded to the BBB complaint. He is lying. We have had a successful business for 13+ years. What rental company rents anything without a key? As I stated before, we do not have spares, Jesse had pulled an ignition out of another RZR and brought it up to change it out. He immediately found the key, as the customer did not look hard enough for it. We were courteous to offer more ride time, even if it was their fault. We had a conference call with the customer HERE in the office and Jesse called him out. This customer became angry and tried to intimidate us by saying he was a cop and wanted a refund. We have more than 2000+ 5 star reviews and adding each day.  This customer just wanted to ride for free and is trying his hardest to make us look bad. He left a bad review on our site and the first thing he said was "the owner is bald and short" What does that have to do with anything? You can see right through his character in that statement alone. Bottom line is he booked a RZR, we provided him everything we were supposed to and he wants a free ride and is willing to do whatever he can to get it. We did not make any errors on our end and were still willing to compensate him for his mistake. I can send a written statement from Jesse if you would like.

• Initial Complaint

  06/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an atv rental for a full day rental. At 12:30 we had a flat tire. We pulled out of the way so other trail vehicles could pass by us. We called and it took 2 hours for them to get to us, passing us twice. After that they charged us $500 for two flat tires. When I called about this issue the owner was extremely rude and threatening. He sent me threatening texts about charging me for broken rims and being off trail which is completely false. I was on trail the whole time and have videos to prove it. They also never mentioned broken rims when we went to the store after our excursion to talk about charges. I have paid the $500 for the flat tires, but now have pending charges on my card on file for him claiming I was off trail with no proof I was off trail considering their vehicles have full gps tracking systems. I never agreed to the extra charges he has pending on my credit card, which I claim to be fraud. Reviews on the website are very similar to my situation.

  Business response

  06/26/2021

  ****** and her friend ****** ******** rented a RZR from us on June 20th. They damaged two tires and went off trail. Included in our evidence is ******** Waiver where both she and ****** signed and accepted responsibility for their actions and any damages done to our equipment. Also included is a signed accidental damage waiver signed where she acknowledges she is liable for up to $1500 of damages should any happen. They were charged $519 for the tires. Included is pictures of the two damaged tires. Included is a pic of our website stating that there is a $500 fee for going off trail. Included is a snapshot from our safety meeting where we tell customers specifically not to go off trail. This customer drove off trail where they punctured two tires and called us for help. Our guys were out there looking for them for more than an hour and could not find them because they were so far off trail. They were out there looking specifically for them. Included is a snapshot from our company group text stating that they couldn't find them. The charges for their damages and actions are legitimate and the $500 charge is part of their payment for that. i will send a separate email with the rest of my attachments so they are all included. The picture of her charges show she is not being truthful, as we did not charge her for rims, only tires and off trail fee. You already have the text where they admitted going off trail.

  from: info email <******************>

  to: Clay ******** <***********************>
  date: Jun 28, 2021, 8:37 AM
  subject: Fwd: complaint #********
  
  ---------- Forwarded message ---------
  From: ************************** <**************************>
  Date: Sat, Jun 26, 2021 at 9:31 AM
  Subject: complaint #********
  To: ****************** <******************>
  
  I have more picture evidence that ****** ***** is not being truthful about her experience at Estes Park ATV Rentals. Some customers like to lie so they can get out of paying for the damages and actions done by them. The group chat shows they were so far off trail our guys couldn't find them for more than an hour when they were specifically looking for them. Most customers pull to the side to stay out of people's way and our guys didn't find them for a while. Pics of the 2 damaged tires (not rims as ****** stated) 

*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. ↩