Owners Rental

To Whom it may Concern:We received your letter stating that *** and [redacted] were not satisfied with the resolution of their cia im dated March 23, and we are truly sorry they feel this wayWe understand that they would just like to get the $that the C [redacted] s the owner of the trailer the [redacted] s rented),kept out of the security deposit the [redacted] s paid to them and we truly don't blame them for wanted this money refunded to them However,Owners Rental of Phoenix was not a party in the contract between the C [redacted] 's,the owner of the travel trailer and the [redacted] s, the customer that rented the trailer Owners Rental of Phoenix is strictly a referral service that connects renters looking to rent an RV with owners of the RV's listed on our siteThe rental contract is strictly between the owner and the renter of the RV and NOT Owners Rental of PhoenixThe customer will reserve the trailer through Owners Rental of Phoenix and will pay Owners Rental 25% of the total rental to reserve the trailer and this 25% is the fee paid to Owners Rental for their service of finding an RV that the renter wants to rent and that is the extent of the involvement of Owners RentalThe customer goes to our website [redacted] and prints the reservation form, completes the form & writes the credit card number that they want the 25% reservation fee charged to and thenthey sign the form and fax it to Owners Rental and we charge the 25% and then send thecustomer a confirmation lettershowing the amount we charged to their creditcard and the amount they owe the owner at the time they pick up the RV or at the time the owner delivers the RV to the renter On the reservation form that the renter prints from the website and signs and dates before faxing it to Owners Rental,it clearly states on the form just above where the renter signs the form that "I understand that Owners Rental acts only as a referral source in locating equipment for renters and is not a party of any subsequent agreement entered into between renters and owners referred by Owners Rental." And under the credit information it states again clearly "Owners Rental acts as a referral service for the rental of privately owned recreational vehiclesI also understand that Owners Rental is charging the rental as a courtesy only and I agree that due to any dispute with the owner that I am waiving my right to any charge back on these funds." However we no longer charge the balance of the rentals for the customers so the only amount we charge the customers is the 25% to reserve the unit and by signing this form they are stating that any disputes they have about the rentalwill be taken up with the owner of the trailer and not Owners Rental and that they understand fully that Owners RentaI is not a party in the rental other than the 25% they pay us for our services of finding them a trailer to rent and that they will take up any problems they might have with the owner of the trailerThe customer did sign this form (copy attached}when they reserved the trailer so they were aware of this when they signed the formWhen they pay the balance of the rental to the owners the owners have a contract that is strictly between the owner and the renter and does NOT include Owners RentalAt that time the owner goes over the contract with the renter and the owner and the renter both sign the contract in agreement of the contract.The [redacted] s stated that they would like Owners Rental to pay them the $that they feel the owner of the trailer owes them and then for us to take the C [redacted] sto court and sue them for the $We cannot sue the C [redacted] s because we were not a party to the rental between the C [redacted] s and the [redacted] s,plus the money was all paid to the C [redacted] s and not Owners Rental so the [redacted] swould have to sue the C [redacted] s them selves for the money they paid to them We do understand that it's difficult for the [redacted] s because they are out of state but I understandthat many times when a person sues another person and they win the suit that they are also awarded all court costs and fees so I would think the C [redacted] s could also ask for the C [redacted] s to have to pay for the fees it cost the C [redacted] s to be here in Phoenix on the court dateWe are not attorneys but feel that it would be worth asking to be reimbursed for these fees because it's only fairWe do believe the C [redacted] s should reimburse the [redacted] s the money they are asking forand we again would be happy to write a statement telling the courts exactly what happened between the owner and renter and that we agree that the C [redacted] s do owe the [redacted] s the $But we do not feel that Owners Rental of Phx should have to pay the [redacted] s money that was never paid to us and we were not a part of the contract between the owner and the renter.On one other note, we truly wish the [redacted] s would have contacted Owners Rental when the problem was actually happening so that we could have tried to get the C [redacted] s to come out and take the awning down but we were never once contacted when the [redacted] s still were in the trailer and having problems When we were made aware of the problems was a couple of weeks after the owner had already picked up the trailer and the [redacted] son their way or maybe even already home If they had contacted us during the time they were still in the trailer it would nave been much easier to try to get the owner to resolve the problem and at least we could have tried to contact the owner and at least tell them that they should not charge the [redacted] s for damage to the trailer if they had instructed them not to touch the awningBut we were never given that opportunity to try to resolve the problem at the time the problem was happening We were only told a bout the problem after the owner had the trailer back in his possession and the [redacted] s had already received a partial refund for the security deposit they had paid to the C [redacted] s.It's much harder to solve a problem after the fact and the rental is completely over.We are sorry the [redacted] s are unhappy but our paperwork is very clear that Owners Rental is not a party to rental and the contract is strictly betweenthe owner and the rental and not Owners Rental.Again,if the [redacted] s decide to take the C [redacted] s to court to be refunded the $that they paid to the them, we will be more than happy to write a statement to the courts telling exactly what we know and telling them that we agree with the [redacted] sin the fact that the C [redacted] s should refund the money the [redacted] s paid to them.Please feel free to contact Owners Rental with any questions regarding this rentalthat you might haveThank you for your time!

To Whom it May Concern:       I am very sorry we are responding to this complaint from April of 2016 so long after the complaint was filed.  The reason we are late responding to this is because we were unaware anyone had filed a complaint.  I happened to be on the...

Revdex.com website and looked up our company and saw there was a complaint.  The details were unavailable so I immediately call the Revdex.com office to find out what the complaint was and who filed it.  I spoke to Ana A[redacted] and she was kind enough to look it up and tell me all of the information I needed about the complaint and told me I could still work to resolve the problem with the customer if it’s possible.  Ana also told me that the complaint had actually been emailed to Joyce the owner of our company and around the time the complaint was filed Joyces husband of 60 years had recently passed away and she was also dealing with some health issues which she was in the hospital a few times so she wasn’t always in the office and unable to check her email regularly so the email from the Revdex.com just simply was overlooked and we do sincerely apologize that this happened.      I do remember the customers that filed the complain, [redacted] and [redacted] and when they rented a travel trailer through Owners Rental of Phoenix from the C[redacted].  First, please understand that when a customer rents an RV listed on our website that the rental and all contracts are between the owner of the RV and the customer and NOT Owners Rental.  Owners Rental is strictly a referral service and we refer customers looking to rent an RV to owners that have their motor home or travel trailer listed on our website for rent.       The [redacted] called me looking for a trailer to rent because their RV had something wrong with it and it was being repaired so they needed something until theirs was fixed.  They needed the owner to be able to deliver and pick up the trailer to the location they would be staying at and ask me to find something that would work for them.  Not all owners will deliver and pick up so I contacted a couple of our owners and the C[redacted]’s said they could deliver and pick up the trailer at Deserst Shadows RV park in Phoenix for $150 round trip and although the normal rate that they charged was $720 per week for their trailer, they agreed to rent to the [redacted] for $600 per week for a total of $1200 plus the delivery and pick up fee of $150, the $250 refundable pet deposit and the refundable $1000 security deposit.  The [redacted] said this would work for them so they completed all of the paperwork and the rental was set up.      The C[redacted]’s at that time had just recently listed their trailer for rent on our website so we had not really worked with them much at all at this time but, when we met them to see their trailer and list it, they gave us no reason at all to believe they would treat a customer bad or unfair.  So we never once feared they would not treat the [redacted] fairly, or charge them for damages that they did not do.  So I was truly surprised when the [redacted] contacted me after the rental was over telling me that the C[redacted]’s didn’t return all of their security deposit.  The [redacted] explained to me that they were very upset because the C[redacted]’s were claiming that [redacted] damaged the awning on their trailer so this is why they kept part of the security deposit and the [redacted] said that they never even touched the awning because Mr. C[redacted] told them they are not ever to touch the awning.   The owner set up the awning for them but we had a pretty bad rain that week and water was collecting on top of the awning and the [redacted] were afraid the water that was collecting on the top of the awning was getting too heavy for the awning and putting strain on the awning support poles so they called Mr. C[redacted] and asked if they should close the awning and again he told them not to touch it so, they didn’t, other than to push up on the awning to release some of the water collecting on it.  Then the owner came out and made some type of drain to release the water but the [redacted] did none of this and were not allowed to touch the awning so it makes no sense that the owner would say damage to the awning was caused by the [redacted] and they should not have charged them anything for this since the owner is the one that worked on the awning and not the customer.  Any damage was caused by the owner Mr. C[redacted] and not either of the [redacted] so in our opinion, their full security deposit should have been refunded to them.  They did everything the way the Mr. C[redacted] told them to.       Normally if there is a problem between an owner and a customer we would get both sides of the story and try to help them both work it out and come to some type of an agreement so I thought this problem would be no different.  But I guess the C[redacted] didn’t care to work it out because over the next two months I left message after message because they would never answer my calls and after about a month I also emailed them several times telling them that they needed to call me because they need to make this rental right and refund the [redacted] full security deposit immediately and that the way they were treating this customer by not returning their phone calls or our phone calls was wrong and unacceptable.  But at this point after many many calls and emails over a two month period it was as if the C[redacted]’s had just disappeared and were gone.  The very last email I sent them was to tell them that we will no longer be referring any customers to them (we stopped sending customers after the [redacted] rental anyway) and I have removed their trailer from our website completely and will no longer do any business at all with them because we do not want our customers treated like this and are very unhappy with the way they treated the [redacted].  We’ve never had an owner treat a customer the way the C[redacted]’s treated the [redacted], just refusing to return calls to the customer or to Owners Rental and don’t ever want another owner to do this again.  We refuse to keep owners on our site if the customers are not treated well and with respect!      Unfortunately the $1000 refundable security deposit and the $150 delivery and pick up fee was paid directly to the C[redacted]’s and none of this was paid to Owners Rental of Phoenix.  If it had been paid to Owners Rental we wouldn’t have this problem because the money would have been refunded to the [redacted] but again, Owners Rental of Phoenix is strictly a referral service and the contract for all rentals is between the customer and the Owner of the RV only and NOT Owners Rental of Phoenix and the security deposit & pet deposit was paid directly to the owner of the trailer.     We are so very sorry that this happened to the [redacted] and we do feel the C[redacted]’s were wrong in keeping part of the security deposit and we feel really bad for the [redacted].  We really never expected the owners to do this to any customer but then for them never to return calls or emails is something we’ve never experienced with any of our owners before and this is not how we want any of our owners to treat customers.      If there is any possibility that the [redacted] could file a lawsuit against the C[redacted]’s we would be more than happy to write a statement to the courts telling them that we feel the C[redacted]’s should refund the full security deposit because we do not think the customer was treated fairly in this in any way and the customers were not responsible at all for the damage to the awning.  The courts might also make the owners pay for all court costs and hopefully any expenses it cost the [redacted] to file the suit to get their money back.  It might be worth talking to someone about this at the courts and see if there is a way being out of state that this could be done.  If you need a statement from us please feel free to let us know and we will get that taken care of for you because we don’t want our customers treated this way at all.  Again we are so sorry one of our owners treated them like this and if the [redacted] ever find themselves needing to rent an RV in Arizona again please give us a call and we will give them a great discount and will only find them RV’s owned by owners we’ve dealt with for a long time and know well and are 100% certain they will treat the [redacted] the way they deserve to be  treat with honesty, fairness and respect!      The [redacted]’s did tell us in the letter that they hoped Owners Rental of Phx, Inc. would no longer do business with the C[redacted]’s and we want them to rest assured that because of this incident we have severed all ties with them and will not do business with them at all!      Please feel free to give me a call if you have any questions at all or need more information on this matter and I’ll be happy to assist you! Sincerely, Cindy M[redacted] Owners Rental of Phoenix, Inc.

To Whom it may Concern:We received your letter stating that [redacted] and [redacted] were not satisfied with the resolution of their cia im dated March 23, 2016 and we are truly sorry they feel this way. We understand that they would just like to get the $490.00 that the C[redacted]s the owner of the trailer the [redacted]s rented),kept out of the security deposit the [redacted]s paid to them and we truly don't blame them for wanted this money refunded to them.  However,Owners Rental of Phoenix was not a party in the contract between the C[redacted]'s,the owner of the travel trailer and the [redacted]s, the customer that rented the trailer.  Owners Rental of Phoenix is strictly a referral service that connects renters looking to rent an RV with owners of the RV's listed on our site. The rental contract is strictly between the owner and the renter of the RV and NOT Owners Rental of Phoenix. The customer will reserve the trailer through Owners Rental of Phoenix and will pay Owners Rental 25% of the total rental to reserve the trailer and this 25% is the fee paid to Owners Rental for their service of  finding an RV that the renter wants to rent and
that is the extent of the involvement of Owners Rental. The customer goes to our website [redacted] and prints the reservation
form, completes the form & writes the credit card number that they want the 25% reservation fee charged to and thenthey sign the form and fax it to Owners Rental and we charge the 25% and then send thecustomer a confirmation
lettershowing the amount we charged to their creditcard and the amount they owe the owner at the time they pick up the RV or at the time the owner delivers the RV to the renter.  On the reservation form that the renter prints from the website and signs and dates before faxing it to Owners Rental,it clearly states on the form just above where the renter signs the form that "I understand that Owners Rental acts only as a referral source in locating equipment for renters and is not a party of any subsequent agreement entered into between renters and owners referred by Owners Rental."  And under the credit information it states again clearly "Owners Rental acts as a referral service for the rental of privately owned recreational vehicles. I also understand that Owners Rental is charging the rental as a courtesy only and I agree that due to any dispute with the owner that I am waiving my right to any charge back on these funds."  However we no longer charge the balance of the rentals for the customers so the only amount we charge the customers is the 25% to reserve the unit and by signing this form they are stating that any disputes they have about the rentalwill be taken up with the owner of the trailer and not Owners Rental and that they understand fully that Owners RentaI is not a party in the rental other than the 25% they pay us for our services of finding them a trailer to rent and that they will take up
any problems they might have with the owner of the trailer. The customer did sign this form (copy attached}when they reserved the trailer so they were aware of this when they signed the form. When they pay the balance of the rental to the owners the owners have a contract that is strictly between the owner and the renter and does NOT include Owners Rental. At that time the owner goes over the contract with the renter and the owner and the renter both sign the contract in agreement of the contract.The [redacted]s stated that they would like Owners Rental to pay them the $490.00 that they feel the owner of the trailer  owes them and then for us to take the C[redacted]sto court and sue them for the $490.00. We cannot sue the C[redacted]s because we were not a party to the rental between the C[redacted]s and the [redacted]s,plus the money was all paid to the C[redacted]s and not Owners Rental so the [redacted]swould have to sue the C[redacted]s them selves for the money they paid to them.    We do understand that it's difficult for the [redacted]s because they are out of state but I understandthat many times when a person sues another person and they win the suit that they are also awarded all court costs and fees so I would think the C[redacted]s could also ask for the C[redacted]s to have to pay for the fees it cost the C[redacted]s to be here in Phoenix on the court date. We are not attorneys but feel that it would be worth asking to be reimbursed for these fees because it's only fair. We do believe the C[redacted]s should reimburse the [redacted]s the money they are asking forand we again would be happy to write a statement telling the courts exactly what happened between the owner and renter and that we agree that the C[redacted]s do owe the [redacted]s the $490.00. But we do not feel that Owners Rental of Phx should have to pay the [redacted]s money that was never paid to us and we were not a part of the contract between the owner and the renter.On one other note, we truly wish the [redacted]s would have contacted Owners Rental when the problem  was actually happening so that we could have tried to get the C[redacted]s to come out and take the awning down but we were never once contacted when the [redacted]s still were in the trailer and having problems.  When we were made aware of the problems was a couple of weeks after the owner had already picked up the trailer and the [redacted]son their way or maybe even already home.  If they had contacted us during the time they were still in the trailer it would nave been much easier to try to get the owner to resolve the problem and at least we could have tried to contact the owner and at least tell them that they should not charge the [redacted]s for damage to the trailer if they had instructed them not to touch the awning. But we were never given that opportunity to try to resolve the problem at the time the problem  was happening.  We were only told a bout the problem after the owner had the trailer back in his possession and the [redacted]s had already received a partial refund for the security deposit they had paid to the C[redacted]s.It's much harder to solve a problem after the fact and the rental is completely over.We are sorry the [redacted]s are unhappy but our paperwork is very clear that Owners Rental is not a party to rental and the contract is strictly betweenthe owner and the rental and not Owners Rental.Again,if the [redacted]s decide to take the C[redacted]s to court to be refunded the $490.00 that they paid to the them, we will be more than happy to write a statement  to the courts telling exactly what we know and telling them that we agree with the [redacted]sin the fact that the C[redacted]s should refund the money the [redacted]s paid to them.Please feel free to contact Owners Rental with any questions regarding this rentalthat you might have. Thank you for your time!

Dear Ms.Marin:  We have a mail forwarding service and did not receive your first letter until June 27, 2917  I would like to thank you and Cindy M[redacted] for your help.  Ms. M[redacted] wrote a wonderful letter, and we want to thank her for her care and concern.  We cannot file a suit against the C[redacted] because we are not in the area and won't be any time soon. I would like to propose an alternative resolution to this problem. In the spirit of good will, we would appreciate an offer from you to reimburse the $499.99 to us, and you take the C[redacted] to court.  Thank you for your consideration in this matter.  [redacted] and [redacted]