Albert's RV Rental

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[[redacted] was, in fact, extremely unproffessional. Telling your customers "you're a big girl. Can you read English?" is rude and is not acceptable customer service. I will be sure to be more aware next time although I assure you, we will give our business to someone else. So your lousy, hide-behind-our-contract offer doesn't work for any of us. I'm more than happy to provide phone records from my group to dispute your false claim that we did not attempt to get help. Not a problem. Your company provided a non-working unit with no propane as our contract that I can read states should have worked and one tank full of propane and your greedy company could care less.]
Regards,[redacted]

Dear
UI";">[redacted],
 
We apologize for any
problems you encountered during your recent stay with us and wish you had a
better experience with us.
 
First, I We would like to
clarify a few things. You have never been treated rudely by me our any members of
our staff. On the contrary, yesterday when you had a brief conversation with
our staff member you were asked to stop threatening and cursing at them and you
refused so the call was ended.
 
Prior, to each rental we
do a walk-thru and conduct a check list to insure every item is working inside
the unit. In addition, when the unit was delivered to you another walk-thru was
conducted and you were explained on how to operate each item and that each item
was working when the unit was delivered.
 
As they were trying to
explain to you the only notification we received from you that a problem had
occurred was the email you send from your mobile phone after your stay. You had
informed us that you attempted to contact the Driver during your but didn't get
a response. We had stated that our Drivers use company phones and each call is
logged. I have reviewed that log and no calls were received from you or your
party. In addition as we explained, we have a pamphlet on the wall that
instructs you to call our 24hr assistance line in the event you encounter any
problems or have questions. I have also reviewed those calls and none of them
were from you or your group. During the brief conversation yesterday you stated
that you never called that number or sent a email from your phone because of
lack of phone service. Which was confusing because you said you only called the
driver.
 
Our company tries very
hard to make sure each guest has a exceptional stay in our units. All of our
units are newer models and we constantly maintain them to insure nothing goes
wrong. We have one of the youngest fleets in the industry. In addition, we keep
staff on hand to do service calls at each destination during the day to assist
any guest in the event that something does malfunction. So that way we can
resolve the issue immediately. Our competitors don't offer that service. They
asked for you to bring it to the nearest RV shop for service. 
 
Since we were not aware of
any problems you had during your stay and we were not given the opportunity to
correct them. Nor did you attempt to return or terminate the rental we cannot
offer you a full refund that you have requested. The Rental Agreement states
and provides the following in these events:
 
 
Appliances/Operational Items: The A/C, Awning, Radio, Generator, Television, DVD
Player, Stove, Microwave or any Operational Item in the unit are convenience
items. If any malfunctions should occur with any of these items, compensation
may be made at the discretion of management in the form of credit for a future
rental, of up to $ 50.00 if we aren’t able to correct the problem during your
rental period. 
 
Promises:
RV’s are not a Hotel, Motel or a Condominium. Keep in mind that these are RV
Rentals. Our goal is to enhance your camping experience and provide shelter
from the great outdoors. We cannot offer any discounts or refunds for any
reason, regardless of fault . No Refunds offered.
 
Therefore, in the future a $ 50.00 credit will provided to
any future stay you wish to have with us.
 
Once again, we apologize for any issues you had and we
hope you consider us for any Camping Trips you have in the future.
 
Sincerely,
 
[redacted]
Albert's
RV Rental

Review: Rented a camp trailer with this company. Per the contract, a working generator, air conditoned unit and a propane tank were included. The camper did not have a working generator, air conditioning and propane was empty. We called to complain and did not get any response. When we returned home and called the company, I was told "you're a big girl. Can you read English?" The manager, [redacted], was extremely rude and would only quote the contract that their company refused to even fulfill. They stranded us and we did try to call for help but no one responded!Desired Settlement: We will not be making any future reservations due to the extreme hassles and inconveniences and the RUDE customer service provided. Store credit is unsatisfactory resolution.

Business

Response:

Dear [redacted],

We apologize for any

problems you encountered during your recent stay with us and wish you had a

better experience with us.

First, I We would like to

clarify a few things. You have never been treated rudely by me our any members of

our staff. On the contrary, yesterday when you had a brief conversation with

our staff member you were asked to stop threatening and cursing at them and you

refused so the call was ended.

Prior, to each rental we

do a walk-thru and conduct a check list to insure every item is working inside

the unit. In addition, when the unit was delivered to you another walk-thru was

conducted and you were explained on how to operate each item and that each item

was working when the unit was delivered.

As they were trying to

explain to you the only notification we received from you that a problem had

occurred was the email you send from your mobile phone after your stay. You had

informed us that you attempted to contact the Driver during your but didn't get

a response. We had stated that our Drivers use company phones and each call is

logged. I have reviewed that log and no calls were received from you or your

party. In addition as we explained, we have a pamphlet on the wall that

instructs you to call our 24hr assistance line in the event you encounter any

problems or have questions. I have also reviewed those calls and none of them

were from you or your group. During the brief conversation yesterday you stated

that you never called that number or sent a email from your phone because of

lack of phone service. Which was confusing because you said you only called the

driver.

Our company tries very

hard to make sure each guest has a exceptional stay in our units. All of our

units are newer models and we constantly maintain them to insure nothing goes

wrong. We have one of the youngest fleets in the industry. In addition, we keep

staff on hand to do service calls at each destination during the day to assist

any guest in the event that something does malfunction. So that way we can

resolve the issue immediately. Our competitors don't offer that service. They

asked for you to bring it to the nearest RV shop for service.

Since we were not aware of

any problems you had during your stay and we were not given the opportunity to

correct them. Nor did you attempt to return or terminate the rental we cannot

offer you a full refund that you have requested. The Rental Agreement states

and provides the following in these events:

Appliances/Operational Items: The A/C, Awning, Radio, Generator, Television, DVD

Player, Stove, Microwave or any Operational Item in the unit are convenience

items. If any malfunctions should occur with any of these items, compensation

may be made at the discretion of management in the form of credit for a future

rental, of up to $ 50.00 if we aren’t able to correct the problem during your

rental period.

Promises:

RV’s are not a Hotel, Motel or a Condominium. Keep in mind that these are RV

Rentals. Our goal is to enhance your camping experience and provide shelter

from the great outdoors. We cannot offer any discounts or refunds for any

reason, regardless of fault . No Refunds offered.

Therefore, in the future a $ 50.00 credit will provided to

any future stay you wish to have with us.

Once again, we apologize for any issues you had and we

hope you consider us for any Camping Trips you have in the future.

Sincerely,

Albert's

RV Rental

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[[redacted] was, in fact, extremely unproffessional. Telling your customers "you're a big girl. Can you read English?" is rude and is not acceptable customer service. I will be sure to be more aware next time although I assure you, we will give our business to someone else. So your lousy, hide-behind-our-contract offer doesn't work for any of us. I'm more than happy to provide phone records from my group to dispute your false claim that we did not attempt to get help. Not a problem. Your company provided a non-working unit with no propane as our contract that I can read states should have worked and one tank full of propane and your greedy company could care less.]

Regards,

Review: we rented a rv that was advertised as a 26 ft with a queen bed, upon renting and confirming I was told again that it was a 26 ft with a queen bed and 4 bunk beds as reserved and that I would need to bring my own linens and cookware/dishes and that toilet paper is provided. I rented in 2011 from Alberts so I knew all of this. I also confirmed that we need to return the trailer back in the condition we received it and they said yes you have to clean it at checkout. When we arrived at Campland on the Bay and got to our trailer it was nothing like previously rented or on the web site. It was filthy with left over waste in the toilet and trap, a 3 inch foam on plywood for a queen bed and broken dinnette table and broken window tracks and blinds along with a broken shower head that would not allow for a shower. I contacated them and was told someone would be out the next day to repair all the was needed. he showed up on thursday and did repair the broken dinning table and fixed some of the windows so they would open put up a curtin so we could dress in the room, but did not repair any of the blinds, mop the floor or dump the previous persons waste. He brought some other guy who told me the shower was fine it works based off of water pressure.. that night we had the same problem. On Monday we had to call them back and have them come for the toilet and the guy said it was supper full and clogged he unclogged it and put chemicals in it and when we opened it and looked in you could see all the way down, that was not the case on the first day. This trailer was not at all what we have rented in the past. The filth alone of the toilet and the floor was awful and the fact that no one wanted to do anything about broken blinds that required me to put a sheet up so that GIRLS could change there clothes in the trailer is disturbing to me. I rented what was to be a clean trailer with a queen bed, not a peice of foam on a plywood platform.Desired Settlement: I would like to see Alberts rv credit me on my credit card for half of my rental of &650.00 a credit of $325.oo should be due and owing to me. I have rented from them in the year 2011 and had a clean trailer with a clean sewage system and an actual queen bed with working windows and blinds that close. So I know what they have to offer. I saw it delivered on Monday to the site next to mine. It was clean and working