ComplaintsforMike's RV Service

• Initial Complaint

  08/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I walked thru the Trailer that we rented n did a check. I was there when they picked it up, and asked the guy if everything was ok. He said everything was fine. Later someone from Mikes called n said there was mold growing in ******************* of items left in it. He also said there was peanut butter smeared all over the couch. I let him know there was a mildew smell in ****** **** aunt got very sick. He got mad n hung up. Later he called back n said he was trying to send me pictures n wanted a different email. ( I have been dealing with them n previous owners for 15 years same email ) I then asked what he wanted to send me pictures for? Were they trying to charge me? He said yes he was going to have to pay 5 hours cleaning lady was going to charge me 85 dollars. I then again asked has he checked into the mildew because my aunt is still sick. He again got mad n said he wouldnt charge me we would just call it even and to not call them again. I was fine with that, today they charged me 115 cleaning bill n will not answer phone. Do not believe there was a mess. Believe I am being robbed. I asked the guy picking it up he said everything was fine.

  

  Business response

  08/08/2023

  First off, no one called to complain about any smells or mildew during the whole vacation. I was asked if we had a machine to check for mildew.  I told the customer that i did not own one or know where to locate one. I also let him know that for some reason our emails with the pictures of the damage were not getting through and I asked for a 2nd email which I was never given. I Told the customer that the trailer was in very poor condition and that we would send pictures so he could see. He then stated that he asked the driver if everything was OK.  It is not up to the driver to inspect the trailer for cleanliness upon picking it up. He is just a delivery driver and that is all. I made a trip up to the lake (about and hour away) to fix an air conditioner issue on another trailer in his rental group and again no one said anything about mildew at  that point. Only once we told him he left the trailer dirty he started to comment on the smell of the trailer.  I even spoke to ***************** on the phone during his vacation, when he called to say he clogged the toilet and i talked him through fixing it.  I never said anything about 5 hours cleaning. We charge ***** per hour for our cleaning lady services upon return of a dirty rental. Also, I never hung up on him. I know he was on the coast camping and dropped calls a couple times but i definitely never hung up on anyone.  The person who picks up our rentals in strictly a deliver and pickup person. I have never tasked them with inspecting and then confronting a customer on how they treated one of my rentals. That is our job once the trailer gets back. I will attach pictures of the moldy items left in the fridge and the sticky liquid left in all the fridge door trays, as well as the trash and dirt inside the unit.  We do supply a light cleaning kit with new paper towels and a broom and spray bottles of cleaner.  It is in our contract to clean up after yourself when you rent a trailer, it should be returned ready to go out for the next person and this unit was nowhere close. For the amount of cleaning that needed to be done the price could have been a lot higher. This customer rents from my business every year and we always have some weird issues. We have placed them on out do not rent to list going forward. And as a business we always answer the phone unless we were closed. We had no messaged or missed calls listed from ******************
  *****, Mikes RV

  Customer response

  08/08/2023

   
  Complaint: 20428397
  
  I am rejecting this response because:
  First off I was not in the trailer I rent every year for my elderly aunts. When I was informed the mildew smell by one of my cousins. Went in trailer n yes it is old n smells bad I asked the elderly woman to keep windows open was hopeful that would protect them. It seems like all of Mikes trailers are old n smell. N because of the way Ive been treated since new owners taken over did not think a phone call would help. My one aunt who is 89 got very sick n had to go home after 4 days my other 87 year old ********* mother also 87 also got sick. They are all 3 still not completely better. Do not believe any of them went to the doctor. Believe the trailer should be checked for mold or mildew just in case. I have witnesses that walked thru trailer n saw fridge was empty, did not see any peanut butter, really believe Im being scammed. Also have witnesses stating it smells like mold in trailer. In response to they fixed air *************** didnt say anything to the guy that is ridiculous. Did not know he was there fixing air conditioner. I did speak to my cousin about it. I told her to call the emergency number, she told me later they came next day, so she went 2 of the hottest days without ac curious if she got refunded. She was 10 spaces away from main group. She was gone to town to get out of heat had no idea they were there fixing air conditioner. Also he states the delivery guy dose not inspect trailers why would I think the air conditioning guy knows mold. He states I didnt say anything when I called about the plugged toilet. At that time I didnt realize all the elderly women were getting sick, remember I had asked them to keep all the windows open. I went in and unclogged their toilet. In response to weird. The previous owner always provided us with stairs for the elderly women. Last year this new owner was quick tempered when I asked. He explained they dont do that anymore. I offered to buy him a set of stairs. He got mad n said you expect me to store n keep your stairs all year? I explained to him use them there yours hopefully they would be around next year. He did bring us stairs this year they were falling apart, we re nailed them together n thats fine. My dealings with this new owner he is very rude n quick tempered. I think I rubbed him wrong n because he had been quick tempered I believe he thinks he lost me as a customer so he is going to take a little more money from me. Do not believe there was rotten food left in fridge or peanut butter spread all over couch. All 3 old ladies went home sick. I think that is more important to have his older trailers inspected. 
  Sincerely,
  
  ***********************

  

  Business response

  08/11/2023

  I am the owner of the business there is no one else,  I am the person that came up to fix the ac problems. I also came up at 8:30 at night once I found out there was an a/c issue and the person renting the trailer was there the whole time. We can only rent the trailers that we have available. When **** called to rent we only had a couple trailers left, I cannot control what we have left when he calls to rent. All of our trailers are first come first serve. I have owned the business since 2017 and worked here since 2011. ***************** demanded that we buy and store a very large and expensive set of wooden steps and then bring them up every year for him when he rents. That is just not something we can accommodate. To say that we filled the fridge with moldy tomatoes, some weird sticky liquid in the fridge shelves, something smeared on the cushion, etc. just to create more work for ourselves is kind of ridiculous. I am not used to being called a liar for simply asking someone to clean up after themselves. Every year we have some issues with people being slobs and not cleaning up after themselves. Again no one from The renters party called to inform me of any issues.  Only when i asked them to pay $115 to clean the mess they had left he creates some story, of all these issues he continues to have. Every year ***************** calls in to ask for special treatment when it comes to delivery and steps and this is how we are treated for helping them out. The park they stay at has a check in time of 4pm, My bayette calls every year in the morning to start asking us for a delivery time and when he is told about the check in time he starts to complain about how poorly he is treated every year. We cannot control when the camp ground lets us in. Check in time is check in time. This trailer has been out all year before hand and continues to go out without anyone complaining about issues. Most of the time our delivery people are picking up the rentals when the customers have already left the camp ground. There would be no reason to inspect each unit right as it is being picked up. That is not the delivery/pickup persons job or how we do things. We usually deal with people who clean up after themselves like it says to do on our contract. As for my attitude being short . Absolutlety, I do not appreciate getting phone calls asking me to do things that we have told customers time and time again that we do not do. He just keeps pushing until he gets what he wants and then does this. All we asked for was a cleaning fee to take care of the mess like we do with any other customer who leaves the trailer dirty. That is just how it works.
  

   

   

  Customer response

  08/15/2023

   
  Complaint: 20428397
  
  I am rejecting this response because:
  He just continues to make stuff up. We rented this trailer on January 10th, they dont start renting until January 1st, so I was very early this year. The year before i rented much later, n got stuck with a very small trailer for the 3 ladies. Made sure to ask Far larger trailer very early this year. Making stuff up or liar dont know. When I asked him about stairs, he informed me they no longer have that service. He told me customers break them or they forget to pick them up. They dont have stairs anymore. There to expensive. So I offered to buy them for him. He went off on me, told me you expect me to store n make sure nothing happens to your stairs all year, he was very angry. I told him no, I would buy them for him to have hopefully they would be around the next year but he didnt have to guarantee me anything. He was not happy. I didnt feel like I was rude at all offering him that. He sure was offended. He did tell me 85 cleaning fees. The second time we talked n the second time I asked him about the ************** he told me how about we just call it even n you dont call me again. I said fine. Later he charges us 115 cleaning bill. Not a man you can trust his word. As far as me demanding they ***************** early, that is not at all true either. The previous owner **** always asked me to let them know when our spots are open first thing in the morning, because a lot of places have late check in ****** ***************************** has always been good about letting them bring them earlier. Was told it helped them get started delivering earlier. He got instantly mad n rude when I called n let him know the spot was open. Started telling me what you want me to drop everything for you. I said no just letting yo know its open. I alwayytk with loud speaker on some of my relatives just rolled their eyes couldnt believe how he was talking to me. I was nothing but polite, he did hang up on me. I believe someone in his office said something to him, like youre going to lose all your customers, because he called back very shortly n said he would be bringing it early, n he did. As far as the expensive stairs, these stairs he brought were very old n falling apart. The boards were falling off nails sticking out. We fixed them so no one would get hurt. I did appreciate the stairs even if we had to rebuild them. I asked my *********** aunts about the peanut butter, they all said no one had peanut butter the whole time they were there. So you want to call 3 elderly ladies liars but you dont appreciate being called a liar? The fridge I emptied n have witnesses. I dont like being called a liar either. More important than any of this that Trailor should be checked for mold or mildew, if it was the cause of all these elderly ladies getting sick that is not good.
  Sincerely,
  
  ***********************

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