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Business Profile

RV Rentals

Indie Campers USA, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 9 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/23/2025

    Type:Product Issues
    Status:
    UnansweredMore 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.
    Date of Transaction: May 17, 2025 May 21, 2025 (RV rental period)Amount Paid: $3,180.38 USD (approximate total rental cost)Business ***************** Indie Campers committed to provide a fully functioning campervan equipped with essential amenities, including refrigeration, air conditioning, and timely pickup.Nature of Dispute:The campervan we received had multiple critical issues:The refrigerator was completely non-functional, causing the spoilage of all perishable food.The air conditioning unit did not work, creating extremely uncomfortable conditions during high temperatures.Pickup was delayed over four hours due to staffing issues.These issues significantly affected the quality and comfort of our trip. Despite an initial refund being issued, it was later reversed without explanation. Only after nearly a month of repeated follow-ups did the company offer a symbolic refund of $229 USD, which doesnt come close to covering even the cost of lost groceries, let alone the inconvenience experienced.Resolution Attempts:We have made repeated efforts since May 22, 2025, to resolve this directly with Indie Campers through email communication. After weeks of delays and non-transparent responses, they have offered a partial refund. We believe a refund of at least 50% of the rental cost is fair given the level of service failure. If this cannot be resolved directly, we are requesting BBB support.
  • Initial Complaint

    Date:06/09/2025

    Type:Service or Repair Issues
    Status:
    UnansweredMore 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.
    I rented a camper van from Indie Campers via ********** from March 25 to April 3, 2025. The vehicle was returned in good condition, and a staff member confirmed it on-site.However, nearly one month later, Indie charged $1,331.84 to my credit card, claiming a scratch on the side mirror. I had purchased full insurance, and I was not shown any photos or damage reports. Importantly, the vehicle was moved by staff after I parked and confirmed its condition, so I cannot be held responsible for any damage afterward.I emailed Indie for clarification, but they refused to take responsibility. I believe this charge is unjustified, unauthorized, and deceptive.I have uploaded a detailed PDF containing evidence and translations.
  • Initial Complaint

    Date:06/02/2025

    Type:Service or Repair Issues
    Status:
    UnansweredMore 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.
    Upon vehicle pickup on May 2, 2025, I was required to complete an electronic checklist certifying the vehicles condition without being allowed to report legitimate issues. The system would not submit the form if I indicated any problems, effectively forcing me to falsely declare the vehicle was in good condition. Failure to provide adequate roadside assistance: On May 4, the vehicle broke down and would not start. Despite the rental contracts guarantee of assistance, Indie Campers refused to organize or pay for towing, forcing me to arrange and pay for roadside help myself while stranded in an unfamiliar area. I managed to get them to do it but it took 10hrs for a tow truck to get me and I was towed at the tow trucks garage instead of Indie Campers depot like the contract states.The replacement vehicle was delivered with no transport provided to the rental depot as stipulated in the contract. I had to pay for my own transport to a hotel, never reimbursed.The replacement vehicle was given with an oil to change. One tire had insufficient pressure and later exploded. The roof ladder was unsafe, and essential equipment (tools to change tires) was inaccessible due to improper storage. Used bedding and trash were left in the rooftop tent and bed bugs in first vehicule.The vehicles insurance expired on June 1, despite my rental continuing until July 9. Indie Campers failed to provide updated insurance details as required.Additionally, they attempted an unauthorized charge of $10,000 and sent an invoice including expenses unrelated to my rental, with other names on it, some predating my contract. Given these breaches, I fear for my safety for the rest of my trip. I asked Indie Campers to terminate the contract early and they refused. They stopped answering calls, emails et texts. Im afraid the lack of maintenance might endanger me further and Id rather go back home and come back to the *** later.I cant put everything in here but I kept more evidence.

    Customer Answer

    Date: 07/08/2025

    Hello,

    As Im hearing nothing from them and as they didnt even give my deposit back as they said they would (2000$), where can I get help if I want to take legal action ? As I feared for my safety, I had to go back to my country sooner than expected, I dont know what can I do next.

  • Initial Complaint

    Date:05/13/2025

    Type:Product Issues
    Status:
    UnresolvedMore 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.
    Upon reserving our rental "Adventure Truck" for the dates May 22nd through June 4th, on February 18th 2025 we were charged the full amount for the rental, $2,644.56. On May 5th, I received an email that went to my spam inbox notifying me that the "Adventure Truck" we booked was no longer available and they had changed our reservation to the "Four Winds" RV. Upon realizing that I would not be getting the reservation I paid for, I decided I would like to cancel the reservation and get a full refund. I have tried to contact their customer service through phone call, messaging on their instant chat lines, and email with no response. Through their website reservation editor they offer only 5% of my money back. 5% is unacceptable and I deserve a full refund since they are unable to deliver what I paid for.

    Customer Answer

    Date: 05/13/2025

    Hi I still have not been able to get in contact with their customer service and am feeling very trapped in this situation. We have done more research on the company and after seeing all the complaints filed with the Better Business Bureau and ignored by Indie Campers, we don't know what to do. If we don't hear back in time about getting our money back, should we still show up to pick up a rental? Seeing how they charge people for things they should not be held liable for, we are afraid to move forward with our booking at all, let alone with a vehicle we did not intend to take. What do you advise we should do? Ideally we get our money back and book our rental with a different company, but if we cannot get our funds back how should we proceed with our reservation? Should we cancel it and forfeit our funds or wait for BBB to follow up? We are flying out of the country in two days and feeling extremely anxious about our trip. Please advise how to move forward in the meantime. Thank you!!

    We are also concerned that they sent us an invoice indicating we had not paid for our trip yet when in fact they have already received the FULL payment. I am afraid they will charge our card again or claim that we have not paid anything and owe them money.

    Customer Answer

    Date: 05/13/2025

    Hi I still have not been able to get in contact with their customer service and am feeling very trapped in this situation. We have done more research on the company and after seeing all the complaints filed with the Better Business Bureau and ignored by Indie Campers, we don't know what to do. If we don't hear back in time about getting our money back, should we still show up to pick up a rental? Seeing how they charge people for things they should not be held liable for, we are afraid to move forward with our booking at all, let alone with a vehicle we did not intend to take. What do you advise we should do? Ideally we get our money back and book our rental with a different company, but if we cannot get our funds back how should we proceed with our reservation? Should we cancel it and forfeit our funds or wait for BBB to follow up? We are flying out of the country in two days and feeling extremely anxious about our trip. Please advise how to move forward in the meantime. Thank you!!

    We are also concerned that they sent us an invoice indicating we had not paid for our trip yet when in fact they have already received the FULL payment. I am afraid they will charge our card again or claim that we have not paid anything and owe them money.

    Business Response

    Date: 05/19/2025

    Dear ****** *****, 

    I hope that this message finds you well.

    On behalf of Indie Campers, I confirm that we have received the complaint you have submitted to BBB. We appreciate your feedback and the opportunity to address your concerns.

    After reviewing the details of your booking and the communication with our pre-trip support team, we understand the frustration and disappointment regarding the unexpected change of model. Please note that due to unforeseen operational changes in our fleet, there are times when we need to make changes to the models allocated to bookings. 

    In all cases, please accept our sincerest apologies for the inconvenience and disruption to your vacation.

    However, in your case we offered you an upgrade, which is aligned with the booking terms on vehicle model changes. Please see below in the Rental Agreement for ************* (** and ******): 

    44.2 If, due to circumstances beyond the Rental Firms control including but not limited to delays caused by a previous Traveller, accident, theft, breakdown, adverse weather, pandemics, strikes, or any other extraordinary operational constraint a vehicle within the reserved category cannot be delivered at the scheduled time, the Rental Firm shall:
    a) Provide the Traveller with a vehicle of the same or higher category. The brand, model, year of edition, design, or color may vary. In such case, the Traveller shall not be entitled to cancel the reservation or request compensation

    Unfortunately, in your case, you chose to not proceed with your rental and instead did not show up to your booking check-in date. 

    Please see below the applicable terms: 

    12.1 If the Traveller does not show up at the pick-up location and does not provide within the same day any prior justification to Indie Campers , the Traveller will be considered a no-show. In this case, Indie Campers reserves the right to release the vehicle for booking again, and the Traveller will be charged according to the cancellation policy.

    We genuinely appreciate your understanding and patience throughout this process. Please know our only intention is to adhere to the terms of the rental agreement. If you have any further questions or concerns, please don't hesitate to reach out to us.

    Thank you for bringing these issues to our attention, and we apologize once again for the disappointment you experienced during the booking process. 

    Best regards, 
    Complaints and *********************************************

    Customer Answer

    Date: 05/22/2025

     
    Complaint: 23320230

    I am rejecting this response because:

    First and foremost our date of pick-up is today (May 22nd @2:30pm), the businesses prior response indicates that the reservation has already passed. Yet there is another 4.5 hours until that deadline and they have already concluded that I am a no-show. The emails I have received have no deadline for the on-line check-in and the businesses website does not indicate there is a deadline for check-in. I have not checked in yet due to the constant unapproved changes to my reservation and lack of customer service responses. The business claims I have not provided justification for not checking in, yet I have sent countless emails and messages in attempt to cancel with a full refund. I have still not been able to contact a representative directly to discuss my concerns.

    I selected the original vehicle model, due to the amenities, which offered the best selection for my needs. The only reason I selected this company was because it was the only one that had this model and style of vehicle at the desired pickup location. Although the business claims they have provided an upgrade, the ** they have offered instead, is an entirely different class vehicle, which inhibits my travel plans, reservations, and my confidence on the road (putting myself and the vehicle at greater risk). I have made clear to the business this is unacceptable to me, and I prefer a full refund, although they claim in their response that I have not provided prior justification for not checking in or accepting the changes.

    The companys terms and conditions have a clause stating that they can change the agreement at anytime and it is my responsibility as the customer to be aware of the changes. Regardless of when they have taken your money (they charged me in full, the day of booking Feb. 17 2025, for a May 22 reservation).

    The business appears to rely on fine print to take your money on day 1 and do whatever they please after since they already have your money. After hours of research it appears we are far from alone. 

    I have directly stated in the responses to Indie Campers that the changes are unacceptable and thus I demand a full refund with cancellation. I have been attempting resolution through email since May 12th.

     


    Sincerely,

    ****** *****

  • Initial Complaint

    Date:04/18/2025

    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 a camper van through Indie for a trip that resulted with multiple issues, including numerous safety issues, and despite working with their customer service department have not gotten a satisfactory result. Additionally, the overall company should be investigated given the safety issues that were brushed off in our experience. The website advertises over 4 stars and rented a van with features such as running water, toilet and shower. Not 8 hours after leaving the lot our water was not working, support told us it was a fuse problem. However, after taking the time to purchase a new fuse this immediately blew. We were then instructed to take multiple hours out of our trip to have the water pump completely replaced. This worked for approximately 24 hours before the water pump shorted again. We asked for a replacement van and were told one could not be given to us unless we were at the depot, however support then later claims we were indeed offered a van after this second issue which is inaccurate. We asked for a refund given the inconvenience and were refunded 7.5% back on the nightly rate (approximately $60 out of $1759.26). In addition to this, the safety clip on the overhead sleeping area did not work and we were brushed off when we brought this up as a concern. The oil change for the van was due on 3/9/2025 (over ***** miles prior to when we got the van) which is another safety concern. The control pan for the propane malfunctioned due to the water pump shorting. The staff on site was either under the influence of drugs or some other substance based upon the smell, comments made with interaction and their overall lack of knowledge when it came to answering questions about the van. There are other features of the van that we recorded as unsatisfactory, we have videos of these for proof and despite providing these to support they continue to brush off our concerns. As seen online, many other customers have experienced similar issues with this company.

    Business Response

    Date: 05/12/2025

    Dear ****** *******, 

    I hope that this message finds you well. 

    I want to thank you for taking the time to share your feedback, and I would like to take the moment to address your complaint submitted to BBB.

    To begin, we are sincerely sorry to hear that your trip was impacted by the series of issues youve outlined, and we fully acknowledge the inconvenience and disappointment this has caused.

    We understand your frustration with the reported issues with the van, especially when it involved repeated incidents and time spent on the road arranging repairs. We recognize how significant an impact this can have on your travel plans, and while our customer support team did offer repair options and guidance, we regret that the resolution fell short of ensuring a smooth journey for you. While our team did intend to provide solutions, we understand and acknowledge that the support experience may not have matched the urgency or clarity you expected in those moments.

    With that said, and after thoroughly reviewing your case and the documented interactions, we must kindly inform you that the reimbursement already provided covering the cost of the water pump repair as well as a partial refund of your booking represents the maximum compensation we are able to offer under our terms and conditions.

    We understand that this outcome may not be what you were hoping for, but we want to assure you that your feedback has not been ignored or dismissed.

    We appreciate your understanding and the time youve taken to bring these matters to our attention.

    Best regards, 
    Complaints and Incidents 
    Indie Campers USA Inc 

    Customer Answer

    Date: 05/12/2025

     
    Complaint: 23222206

    I am rejecting this response because:

    The inconveniences we experienced are being brushed aside. You lied in your emails saying you offered us a new vehicle replacement which you did not, we asked for one and were told we were unable to get one.

    The van you rented us was unsafe. You did not properly maintain the vehicle by getting an oil change at the correct mileage. The safety features for the upper sleeping area for driving were broken and this too was brushed aside. You cannot rent unsafe vehicles nor put your clients into unsafe situations and think that is a professionally appropriate thing to do. It isnt. You put us in multiple unsafe situations which we were lucky to have gotten through without issue.

    We deserve a full refund for the van and the inconveniences we experienced.


    Sincerely,

    ****** *******

    Business Response

    Date: 05/13/2025

    Dear Brogen *******, 

    Thank you once again for your response. 

    Firstly, we want to reassure you that it was never our intention to brush aside the challenges you encountered during your trip.

    Regarding the water system malfunction, this was reported during your trip and resolved by visiting the recommended repair shop, following instructions from our on-trip support team. While we understand this issue added inconvenience to your journey, it was addressed during the rental period. As a gesture of goodwill, a partial refund was issued to reflect the impact this had on your experience.

    While we appreciate your position and the difficulties you faced, we must also clarify that, based on the timeline of support provided and the terms of our rental agreement, a full refund is not applicable or justified in this case. Our responsibility is to address reported issues as swiftly as possible which we did through direct support and eventual resolution and to offer appropriate compensation when warranted. We believe the compensation already provided reflects this.

    While we may not have been able to reach an outcome that fully aligns with your expectations, we sincerely thank you for your honesty.

    Best regards, 
    Complaints and Incidents - Indie Campers USA Inc.

  • Initial Complaint

    Date:03/31/2025

    Type:Product 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.
    On November 7th, 2024 I reserved a Jeep ******* Camper on the web page of Indie Campers for ******** USD to make a trip from April 10th to 17th, 2025. I selected the pick up at their rental office at *********, **********. I was charged half of the amount that same day and the second half on March 10th, 2025. On March 9th, 2025, I went into my reservation and noticed that the car had been changed to other car that I didn't reserved, it was changed without any notification or agreement from my side. From that day, I started a complaint by email requesting my original car reserved, but the company was not able to go back to the original Jeep *******, they've stated that car was not available in the location of *********, ***********I asked them to cancel my reservation because the only reason I selected that company was because it was the one that had the Jeep ******* available at **********They agreed to cancel my reservation, but with a refund of 50%, according to their policies. I stated that I was expecting a refund of 100% because the issue was not caused by me, I was not notified and I did not accepted the car model they've putted on the modified reservation.Finally, on March 26th, while I was disputing with the company via email about the car change, I went to their web page to simulate another reservation for the Jeep ******* choosing the same pick up location. The web page allowed me to select the Jeeep ******* at *********, ********** on the same rental period and it showed that they had 3 Jeep Wanglers available at ********* location. Which means that they rent cars they don't have physically just to bring customers, then they change it without notification and if you try to cancel it they will keep 50% of the money.

    Business Response

    Date: 04/03/2025

    Dear **** ********* *********,

    I hope that this message finds you well.

    My name is *****, a Complaints and Incidents Analyst at IndieCampers, and I want to reach out regarding the complaint raised on the BBB platform. We appreciate your feedback on your cancelled booking and the opportunity to address your concerns. 

    First and foremost, we sincerely appreciate you reaching out to us and for your patience while we conducted a thorough review of your case. We understand how frustrating this situation has been, and we want to address each of your concerns with the transparency and care that you deserve.

    After further escalation and internal discussions, we have decided to extend a full refund for your canceled booking. The remaining 50% ($812.41 USD) will be refunded to your original form of payment. Please note that while we will process this refund as soon as possible, it may take ***** business days for the funds to be fully reflected in your account, depending on your financial institution.

    As a company, our policy states that in the event of fleet unavailability, we may provide an upgraded model to ensure that your trip is not disrupted. In these cases, our standard cancellation policy still applies. We acknowledge your frustration at not being notified and given these circumstances and the outcome of our review, we believe it is only fair to accommodate your request.

    Additionally, regarding your concern about the availability of Jeep Wranglers on our website, we want to assure you that there was absolutely no intent to mislead or deceive our customers. Following your message, we conducted an internal investigation and discovered that a technical issue on our website. This was an unintentional error, and our Tech team is actively working on resolving this issue to prevent it from happening again in the future. Your feedback has been instrumental in helping us identify this problem, and we truly appreciate you bringing it to our attention.

    We deeply regret that your experience did not meet your expectations, and we understand the inconvenience and disappointment this caused. Our goal is always to provide a seamless and enjoyable rental experience, and we are sorry that we fell short in this instance. While we are issuing your full refund, we also hope that this does not discourage you from considering Indie Campers in the future. Should you choose to book with us again, we would love the opportunity to provide you with the high level of service and reliability that we strive for.

    If you have any further questions or need any additional assistance, please do not hesitate to reach out. Thank you again for your patience and for allowing us the opportunity to resolve this matter.

    Best regards, 
    Complaints & Incidents team
    Indie Campers USA Inc. 

    Customer Answer

    Date: 04/03/2025

     
    Better Business Bureau:

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

    Sincerely,

    **** ********* *********
  • Initial Complaint

    Date:03/19/2025

    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.
    I rented a camper-van from Indie Campers' ************, ** location in February 2025. There was some minor damage to the side of the vehicle. At drop-off on February 21, 2025, the staff told me the damage would be covered by my Basic Protection Plan which I paid for and estimated Id owe around **********, Indie Campers charged me $6,708.94, claiming one damage ($3,898.50) was not covered by insurance and the rest exceeded my liability cap. I dispute these charges due to:1. Overcharges Beyond My Liability Cap My contract states my liability is capped at $2,500.Even if one damage ($3,898.50) is excluded, I was still charged $2,810.44, exceeding my cap by $310.44.Indie Campers has refused to refund this overcharge despite multiple requests.2. Excessive & Fraudulent Repair Costs They charged $3,898.50 for a light dent, while industry estimates place this at $300$500.Other repair costs are double or triple market rates.I requested an itemized invoice, but Indie Campers refused to provide one, only offering a vague damage report.3. Insurance Misrepresentation They claim Damage 1.3 isnt covered because it's below the side door line.Their own damage report shows the damage extends above this line, meaning at least part should be covered.What I Am Requesting:-A refund of $310.44 to bring my charges in line with my liability cap.- A fully itemized repair invoice.-Justification for excessive charges.Ive tried to resolve this directly, but Indie Campers refuses to provide transparency or issue a refund. When I originally picked up the vehicle there was lots of damage to the other side of the vehicle, suggesting to me they don't even repair their vans. I request BBBs help in securing a fair resolution.

    Business Response

    Date: 03/27/2025

    Dear ******** *****, 

    I hope that this message finds you well.

    We have received and reviewed the complaint submitted to BBB. I appreciate your feedback and the opportunity to address your concerns.

    We have conducted a thorough review of your case. We understand your concerns regarding the damage charges, and we have escalated your case for further review with our **************** team to ensure full and accuracy in the assessment of the charges applied.

    Following this review, we have determined that three damages were chargeable under the terms of your rental agreement and the damages that undoubtedly occurred during your rental period. Please find attached the updated damage report, which outlines the following:
    Damage 1.1:
    Location: Exterior - Car body - Body Plate - Driver Side - Main Panel - Lower Level (H1)
    Type: Medium Dent (***** cm)
    Coverage: Subject to the maximum liability cap of ***** (equivalent to $2,692.76 USD)
    Damage 1.3:
    Location: Exterior - Car Body - Bumpers / Plastic Panels - Plastic Side Panels - Driver Side - Front to Back - Large Panel - Under Side Window (3)
    Type: Dent (>10 cm, without paint damage)
    Coverage: Subject to the maximum liability cap of $2,692.76 USD
    Damage 1.2:
    Location: Exterior - Car Body - Body Plate - Driver Side - Lower Panel - Bottom Frame - Side Corner (G3)
    Type: Light Dent (3-10 cm)
    Coverage: Excluded from the liability cap and charged at the full repair cost

    Based on this assessment, you were initially charged a total of $6,708.94 USD for these damages. However, after our escalated review, we have identified an overcharge of $491.10 USD, and we have already processed a refund for this amount. Please find attached the refund receipt for your reference.

    We would also like to take this opportunity to highlight the relevant sections of the attached rental agreement, which outline the damage liability terms. We recognize that rental damage assessments can sometimes be complex, and we strive to ensure that all charges are aligned with the agreed-upon policies in the rental contract.

    Please see below: 

    5. Responsibility for Vehicle Damage or Loss and Third-Party Damages; Reporting to Police; Responsibility for
    Fees; Responsibility for Optional Equipment. Liabilities.
    5.1 You are responsible for all damage to, and for loss or theft of, the Vehicle including damage caused by collision, weather,
    road conditions and acts of nature, even if you are not at fault. You are responsible for the cost of repair, or the actual cash
    retail value of the Vehicle on the date of the loss if the Vehicle is not repairable or if we elect not to repair the Vehicle. You are
    also responsible for Loss of Use (without regard to fleet utilization), Diminished Value, our administrative expenses incurred
    processing a claim, and all other damages permitted by California Civil Code Section 1936 or other similar state law that may
    apply or govern.

    We appreciate your patience and understanding. Should you have any additional questions or require further clarification, please do not hesitate to reach out to us again directly. 

    Thank you for your time. 

    Best regards, 
    Indie Campers USA ***

    Customer Answer

    Date: 03/28/2025

     
    Complaint: 23083811

    I am rejecting this response because:

    Thank you for the update and partial refund of $491.10. While I appreciate that Indie Campers has adjusted their billing, I am still not satisfied with the outcome for the following reasons:
    Excessive and Unverified Charges
    The current total I am being charged is $6,217.84, including $3,898.50 for a light dent, which is more than 510x the industry standard for repair ($300$500).
    Indie Campers has not provided any itemized invoice, repair receipts, or documentation that this work was done or that the cost is justified.
    Unclear Insurance Exclusion
    The damage now labeled as "excluded" appears similar in location and type to the two damages now considered covered.
    Indie Campers has not provided a clear explanation of why this specific dent is excluded under the Basic Protection Plan, nor how exclusions are consistently applied.
    Lack of Transparency
    Despite repeated requests, Indie Campers continues to rely on a generalized damage report, rather than providing documentation typical of any professional repair process (labor hours, parts, vendor estimate, etc.).
    Until Indie Campers provides:
    A line-item invoice with evidence of actual repairs and pricing justification, or
    A reduction of the $3,898.50 charge to reflect reasonable industry standards,
    I do not consider this matter resolved. I respectfully ask that BBB keep this case open.
    Best regards,
    ******** *****

    Business Response

    Date: 04/04/2025

    Dear ******** *****,

    Thank you for your response. We appreciate the time and effort you have taken to outline your concerns, and we want to assure you that we have carefully reviewed your feedback.

    We understand that the current outcome has not met your expectations, and we sincerely regret any frustration this situation has caused. However, we would like to take this opportunity to provide a detailed explanation regarding the assessed charges and the process we followed.

    The damage you caused to our vehicle was assessed following standard procedures, which are applied consistently across all rentals. The total amount charged for the reflects the estimated cost of repair based on historical averages for similar damages within our network of trusted repair partners. These estimates take into account various cost factors, including:
    Labor hours required to assess, repair, and restore the damage
    Material and equipment needed for professional repair
    Logistical coordination and downtime of the vehicle while it is unavailable for future rentals
    We acknowledge your concern regarding the charge appearing high in comparison to general industry standards. However, our pricing structure is based on data derived from actual repair costs across our fleet over time, rather than speculative or baseline estimates. 

    With regard to your inquiry about the Basic Protection Plan and the classification of this particular damage as "excluded," wed like to clarify:
    The terms of the protection plan clearly outlines a distinction between covered vs. non-covered areas of the vehicle.
    Any damage located in the zone below the side door line is excluded from the maximum liability set by the protection plans
    In the attachments is an image demonstrating this line and that the damage in question falls inside the zone of exclusion 

    We value your business and feedback and have already issued a partial refund.

    Unfortunately, we are unable to offer a further reduction on the damage charge or provide an alternative resolution at this stage. 

    We hope this explanation clarifies our position and the rationale behind the charges issued. Please do not hesitate to reach out to us directly if you require any further clarification. 

    Best regards, 
    Complaints and Incidents team 
    Indie Campers USA, Inc. 
  • Initial Complaint

    Date:03/05/2025

    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.
    We reserved an ** for our holidays on the Indie Campers website. To be precise, we reserved the ** model Comfort Space 8 (Booking # ***K4Y), and we paid the full amount.Our reservation was based on the images provided on their website showing a very spacious interior. After making the booking, and comparing the pictures provided with the ** floor-plan, we realized something did not add up: the spaces layout on the floor-plan were different from the images shown during the ** booking.Since then, we have contacted Indie Campers via chatbot, phone and email on several occasions, with the aim of getting clarity on the actual layout of the **. We are worried because if the pictures do not reflect the actual layout of the **, it will be too small for us. Unfortunately we are not getting any clarity from all these conversations. The customer support keeps repeating the same automated message "the pictures on the website accurately reflect the **", yet they are not explaining why the ** floor-plan has a different layout. We're attached to this complaint all the evidence we have also shared with Indie Campers.We're keen on getting a clear and satisfactory answer:- Either the ** is exactly like the pictures shown during the booking (and therefore the floor-plan provided is outdated and does not reflect reality), which we are OK with.- Or they provided misleading information and false advertising, which led us to reserve the product we did not wish to have, in which case we claim for a full refund.

    Business Response

    Date: 03/18/2025

    Dear **** ******,

    I hope that this message finds you well. 

    My name is *****, a Complaints and Incidents Analyst at Indie Campers. We have received and reviewed the complaint submitted to BBB. I appreciate your feedback and the opportunity to address your concerns.

    To begin, we understand and acknowledge your frustration regarding the discrepancies youve noticed between the images on our website on the Comfort Space 8 RV model (**************************************************************************).Wed like to provide a detailed explanation and clarify the situation for you.

    After carefully reviewing your complaint and the details associated with your upcoming reservation (Booking #***K4Y), we want to inform you that the Comfort Space 8 is indeed a brand new model that has been specifically designed and ordered for our fleet. At this time, the vehicle has not yet been delivered by the manufacturer (Coachmen), and the photos you have seen on our website are taken directly from the manufacturers promotional materials.

    We do understand that the floor plan on the listening does not seem to match the photos, which understandably has caused confusion.However, we would like to clarify that the photos shown on our website are from models that are most similar to the Comfort Space 8, such as the Coachmen Pursuit 27XPS (**********************************************)and Coachmen Pursuit 31ES (*********************************************).These photos are meant to provide a general idea of the interior layout and design features of the RV.

    Please note that, since the Comfort Space 8 is a custom model created specifically for our fleet by Coachmen, the final vehicle design and layout may slightly differ from the preview photos, especially as it is still in production. As of this moment, the photos on our website are indeed the most accurate depiction of the Comfort Space 8 that is available to us, and for our customers as well.

    We are actively working with our product team to update the website with more accurate information and images as soon as the model becomes available. Once the vehicle has been delivered to us by the manufacturer, we will be able to share actual pictures or even videos of the Comfort Space 8, so you can have a clearer understanding of the space and layout before your trip.

    Unfortunately, due to the current status of the vehicle in production, we are unable to provide live pictures or videos just yet, but we will do so as soon as possible directly to you by email.

    Once again, we apologize for the inconvenience and misunderstanding this has caused, and we thank you for your patience and understanding. We will be in touch shortly to follow up on this matter and we look forward to seeing you and your group in ********* on the 10th of April. 

    Best regards, 
    Corey 
    Complaints & Incidents Analyst 
    Indie Campers USA, Inc. 

    Customer Answer

    Date: 03/23/2025

     
    Complaint: 23024348

    I am rejecting this response because:

    The information received does not align with the information received during the booking process and with the conversations we had with Indie Camper representatives. We have been mislead to believe we were renting an ** with certain features (as per the images provided in the website) that do not reflect in accuracy the vehicle we will receive according to the response.

    Kindly notice that ***** mentions in her email: At this time, the vehicle has not yet been delivered by the manufacturer (Coachmen), and the photos you have seen on our website are taken directly from the manufacturers promotional materials..

    Whereas the various representatives previously stated the below:

    Ali Aftab (Indie Campers)
    Mar 5, 2025, 07:17 GMT
    To facilitate your experience, I would like to propose that the most suitable solution in this case would be to arrange a visit to our pick-up center, allowing you to view the van model in person and appreciate its features firsthand.

    * Note: If the ** "has not yet been delivered by the manufacturer" as ***** says in her official response, why this representative (*** *****) offered us to arrange a visit to see the **?

    Nadia (Indie Campers)
    Mar 4, 2025, 19:55 GMT
    This vehicle is new to our fleet and is currently on one of its initial trips.

    * Note: If the ** "has not yet been delivered by the manufacturer" as ***** says in her official response, why this representative (*****) told us the vehicle was on a trip? Yet another contradiction that shows how we have been receiving misleading information throughout our conversations with India Camper.

    ****** Munoz (Indie Campers)
    Mar 4, 2025, 11:27 GMT
    The photos shown on our website accurately reflect the configuration in which the vehicle was ordered, so they should match perfectly with the ones published on the site.

    * Note:We have been told again and again (as per message above from ******) and the chat conversations (as screenshots attached on the initial complaint) that the images on the website accurately reflected the vehicle rented, and yet in ******* email she says they might different. Again, contradictory and misleading information.

    Sincerely,

    **** ******

    Business Response

    Date: 03/28/2025

    Dear **** ******,

    Thank you for your response and for taking the time to outline your continued concerns. We understand your frustration, and we want to provide full transparency regarding the situation.

    The information I have provided to you is indeed accurate. As of today, March 28th, there have been no rentals that have checked in on the Comfort Space 8 model. However, we can confirm that bookings for this model will begin early next week. As soon as the first vehicles have arrived at our depots and are prepared for rental, we will reach out to you directly and share actual photographs of the model.

    Regarding your comments about the communication you have received from different representatives, we want to clarify that if a customer wishes to inspect a van in person before their rental, we do our best to accommodate this request whenever possible. This is why the option to visit the pick-up center was presented to you. However, after further investigation, we now understand that this would only be possible starting next week, as the Comfort Space 8 models are still being prepared for delivery from the factory to our depots.

    The information that has been provided to you has been presented in the most truthful and accurate manner that is available to us at this time and there has never been intention to mislead you, or any customers wishing to book the Comfort Space 8. As previously mentioned, the photographs that are on our website are indeed the most accurate depictions that are possible to present to customers at this moment in time. 

    Thank you for your understanding, and we will be in touch soon with further updates.

    Best regards, 
    ***** - Complaints 
    Indie Campers USA Inc 

    Customer Answer

    Date: 04/09/2025

     
    Complaint: 23024348

    I am rejecting this response because:

    Not only the response provided was unsatisfactory, but we have in fact received today a new wmail from Indie Campers telling us the ** rented (Comfort Space) is not available, and they are giving us an older qnd smaller vehicle.

    The entire reservation process has been a nightmare and now, only 1 day before, and after all the conversations, we are told the ** we booked is not available.

    This is unacceptable, unlawful, and requires proper compensation.

    Sincerely,

    **** ******

    Business Response

    Date: 04/24/2025

    Dear **** ******, 

    I hope you are well. 

    I would like to confirm that we have issued you a full refund in the amount of $2,921.97 USD. The refund receipt confirming this is in the attachments to this message. 
     
    Please accept our sincerest apologies for any disruption caused to your travel plans. While we recognize this experience has likely left a lasting impression, we do hope thatshould you choose to give us another chanceyou allow us an opportunity to provide a much better experience.
     
    If there's anything else we can do for you in the meantime, please don't hesitate to let us know in a reply to this email.

    Best regards, 
    Complaints team 
    Indie Campers USA ***
  • Initial Complaint

    Date:10/18/2024

    Type:Product Issues
    Status:
    UnansweredMore 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.
    10/01/2024 3:30pm - 10/02/2024 2:38pm Payment $2,168.79 Deposit $ ******** We rented an rv for a contracted date of 11 days. When we picked up the vehicle, it was dirty. Pee around toilet rim, door seal missing, back up camera not working, am not working, dry ************** everywhere. When we returned same day 10/01/2024 they said they couldnt do anything. They couldnt switch our vehicle or return the vehicle. We had no where to stay so we had to get a hotel, rent a vehicle until 4pm we could get a new rv until then, get a storage for our items. We are from **** came to ********* to pick up & where stuck here for 5 days. They explained to return the next day. We returned 10/02/2024 we returned the rv but stated they couldnt return our money. We got ahold of their costumer ************** keep ignoring us or refusing to refund the money .

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