In June of 2010, I had contracted with RV Rental Country to rent a RV travel trailer for the week of June 26 2010. Payment was made up front ($710.33) for the five night stay. The trailer was to be delivered and set-up. Confirmation calls were made and all was a go. My family traveled over three hours to the lake campsite where the trailer was to be delivered. We get there in the early afternoon in the poring rain only to discover the trailer had NOT been delivered. It was poring rain and some of our food had been ruined because of no place to put it. It was also in the triple digits HOT that day. I lost $300 more as a result.
We called RV Rental Country and left several messages all throughout the rest of the day. At midnight we decided they were not going to show so we headed back home. We had called many times on the following Sunday to no avail and left even more messages. We also sent an email describing the nature of the situation.
On Monday the 28th of June 2010 we called and still no answer and left yet another message. So we decided to call from a different phone (one not on our contract) and they answered. They sounded surprised. We told them of the situation and the man on the phone was apologetic and said there was no excuse for this and our money would be promptly refunded. We are out more than the initial $710.33 at this point and wanted them to pay us for that as well. They said the would only issue for the rental amount.
A week went by, no refund. Several calls made and never spoke to anyone. Finally in week two a woman answered the phone and said we were #1 on the refund list and it has been in the "finance" department. Ok, giving them the benefit of the doubt.
Over a month passes and still no refund. Many more calls were made and again no answer or return phone calls. Many emails had been sent still no reply. I called out of the blue one day on yet a different phone and they answered (see the pattern here?) I spoke with a woman and she said our refund was #3 on the refund list. How did we get from #1 to #3 ? What is going on here.
We had enough after 3 months of lies and runarounds so I filed a civil court case against them. The case was thrown out because the process server could not find a good physical address on them. I then contacted a local TV reporter and asked them for help. They made many calls to the RV Rental Country and they got the same no answer and no return call. I then interviewed with Channel 2 news reporter Pete Knutson to get the word out so others would not meet the same fate. Two weeks earlier I had filed for a reversal on my credit card and got my refund of $710.33 back. It was not voluntarily given. My bank forced it back to my account.
I just want others to be cautious when doing any online business when you cannot actually talk to them in person at their place of business. Get references and contact them in case you need to. There are many reputable online businesses out there who will make your buying experience a pleasant one. There are an equal number out to get your money as well. Be careful and spread the word.
Here is a link to the actual interview:
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