Report: #646921

Complaint Review: Canadream RV Rentals & Sales

  • Submitted: Sat, October 02, 2010
  • Updated: Fri, October 08, 2010
  • Reported By: Ida — Spruce Grove, Alberta Canada
  • Canadream RV Rentals & Sales

    United States of America

Canadream RV Rentals & Sales US and Canada Travel CANADREAM RV RENTAL OR MORE A NIGHTMARE RV RENTAL, Internet

*REBUTTAL Owner of company: CanaDream

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We were told the deposit would be $300. They debited the entire amount up front instead. We were told that they allowed pets. They absolutely do not! US and Canada Travel (> which is the RV rental brokerage company that handles the calls at their 800 number listed on the Canadream website (1-800-461-7368 Toll Free - Canada & U.S.A.) hires inexperienced people to handle their phone lines. We found out that Carla, the agent we spoke with was new after we tried to get a refund for the RV we never picked up because we could not take our pets as planned. The Calgary depot (1.403.291.1000) where we were supposed to pick up our

We never picked up our RV but we paid for it in full (September 2010). Upon initially renting the RV from the international website (1-800-461-7368 Toll Free - Canada & U.S.A. hereafter referred to as the booking agent) which is run by US and Canada Travel we specifically asked if pets were allowed (yes) and how much the deposit would be ($300). When we called the depot to confirm the approximate pick up time as requested by the original booking agent several days prior to our pick up I first mentioned our dogs again at which time I was told absolutely no pets.

In hindsight: I should have read the contract "but" I did not. I trusted the booking agent after a very lengthy conversation when I asked many questions. I have always judged a company by how they handle their mistakes more than the initial product/service. In this case neither the international booking agent nor the Calgary depot was willing to reimburse us even though we tried to book our kennel which unfortunately was not available. The Calgary depot said they might consider leasing to us anyway providing that we were willing to pay an additional $250. I was perplexed, as Alida at the Calgary depot had just finished saying that they could not rent with pets due to allergies but I said nothing, agreed to happily pay the fee and waited for them to call back. They called back and said no.

My statement arrived while all these calls were happening and the booking agent had debited the entire amount instead of the verbally agreed upon $300. Neither the international company nor the local Calgary depot was prepared to reimburse ever part of our monies. I will make sure that no other consumer has to go through this frustration during what should have been a very happy time....our vacation. Both these companies knew that we were trying an RV to see if we liked it so that we could purchase an RV. These two companies have lost a sale and gained a lot of bad press. READ THE FIND PRINT AND DO NOT TRUST THAT THE AGENT YOU ARE SPEAKING WITH IN INFORMED!!!!

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This report was posted on Ripoff Report on 10/02/2010 02:47 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 REBUTTAL Owner of company


AUTHOR: Brian Gronberg - (United States of America)

Thank you for your post detailing your booking experience through our travel partner , US and Canada Travel. Please be assured that this report is taken very seriously by both CanaDream RV and US and Canada Travel.

CanaDream hosts and welcomes over 20000 guests per year to Canada and we take very seriously our responsibility in communicating properly our terms and conditions through our own web site and that of our travel partners. US and Canada Travel has been representing CanaDream since 2005. As a result of this posting we undertook an extensive audit of their presentation and representation of our terms and conditions to confirm that they do, and that they indeed did, represent and provide truthfully all of the relevant facts and information.

We confirmed that the enquiry was made online, not by telephone, and the follow-up call was made to the guest by US and Canada Travel to answer questions and provide terms and procedures for completing the booking and taking a secure payment. We also confirmed that our pet policy was properly presented. The initial quotation indicated very clearly that full payment was required because the booking was made close to the date of departure.

Documents also clearly outline the cancellation policies in effect for all bookings. Included in the booking documentation sent to the guest, the CanaDream no pets policy is also clearly stated in at least two sections. It is indeed unfortunate that these documents were not reviewed at the time they were received by the guest.

CanaDream RV strives to be as clear as possible in all its communications with guests and works closely with tour operator partners such as US and Canada Travel to ensure that our guests receive consistent messaging throughout their rental experience. We apologize that, for whatever reason, the clarity of documentation from US & Canada Travel was not read or understood, but we can find no fault in how CanaDream was presented and by which this individual confirmed the booking and accepted our terms and conditions.

Please feel free to contact myself directly if you require additional information or have further questions.

Sincerely, Brian Gronberg President CanaDream RV

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