As new owners on Outdoorsy, we have gone above and beyond to make sure that our RV has everything to make your trip with us worry free. We have added a new mattress in the owner's suite and all have microbial mattress covers. The other beds have new cooling mattress pads for extra cushion. We offer extra touches such as new and freshly washed bed linens and towels, complementary toothbrushes and toothpaste, razors, coffee, tea, popcorn, water and snacks upon arrival. We also offer for no extra charges, complete place settings and glasses for 6, pots and pans for cooking on the induction cooktop PLUS dvd movies, games, books, and outdoor chairs with an area rug. So, To put it mildly, we were completely shocked to find this review. Here's the real story presented first in paragraph format followed by bullet point direct responses for those that would rather jump to the point.From the initial conversations, Glenn asked us to break our rule of no pets. We discussed it and agreed this one time because it was his birthday. We agreed on a meeting time for the handoff and took our time explaining everything on our rig and how it worked. We answered all his questions. During this time we realized that he intended to hook the rig up to a residential hookup so we informed him that he could not do that with our rig. My husband mistakenly used the wrong terminology when explaining why it could/should not be done which may have made it seem like we did not know how things worked. We had done our research and had been told by several people including the dealer and service dept that it was not a good idea to connect to the house's 15 amp outlet or worse, the 220 amp. We explained you have to either hire an electrician to wire a 30 amp outlet or buy an adapter which will still not allow everything to work properly. But, Glenn, however, was so sure it could be done, since he had done it in a previous rental that he made us, as new owners, doubt ourselves. So to be sure we called tech support where our knowledge was confirmed. At that point, Glenn said he'd have to forgo the rental if he couldn't hook up to the house and he didn't want to pay the advertised generator overage fees. I'm not sure if he was aware or not but he was at risk of losing his entire rental fees if he walked at this point. So, my husband and I stepped aside and discussed it and decided to offer Glenn full use of the generator at no extra charge. We felt that since we are new owners and failed to ask and understand his plans ahead of time, we would allow him to run the generator as needed. We understood this was a special weekend with his family and grandchildren and felt bad. He agreed, so we took a quick test drive and off he went.
When he arrived at his destination, over the next 24 hours, he reached out several times with questions regarding appliance usage issues and other RV usage type questions. We wanted to make sure they had a good time with no issues so we were happy to help him. We were aware of one conflict regarding the generator and had explained to him during the handoff how to circumvent this issue should it arise. But his issues were with the complementary coffee AND complementary tea pot not working in the area where they were located. The resolution was to move them to the kitchen where they did work. (We now know he was trying to run everything at the same time and had tripped a fuse in the converter rendering the outlets inoperable). After several phone calls and text messages we were under the impression all was well.The return date was a Monday. He called that morning to let me know that they had had a medical emergency with his dog and wasn't sure how to go about returning the rig on time. He also said he was not able to refuel the rig or dump the tanks so we told him it was not a problem we offer those services as add-on's anyway. Sympathetic to his plight, we offered and made arrangements to go to his house and pick up the rig and do the return walk through with his wife. AT NO CHARGE. We arrived at the house where his sweet wife greeted us and told us how happy they were with the rig and the overall trip. She told us that they had chosen our barely used 2017 rig because it was clear that we had gone to great lengths to offer the rental with such attention to detail for the renter. She told me they would definitely be renting again. We talked about their dog's emergency and she asked us to pray for him which we said we would. In other words, the pick up was all warm and fuzzy with no issues. I had advised Glenn when we spoke in the morning to take their own pictures of the return condition so after chatting with his wife, we did our walk through and took our pictures. The wife had cleaned the rv really well and the conversation was so friendly that we didn’t notice Captain Obvious at that time. (missing hubcap)
We left his house to go home and on the way home we noticed a very squeaky sound that had not been there before their rental. It was coming from the slide on the driver's side. We drove straight home, parked, and dropped the jacks. As we began to put the slides out in order to clean and reset the rig for the next rental, we heard the motor drag and the slide shifted a bit as it started to move. It seemed as if maybe the slide had been extended without the jacks down causing it to sag. We made note of this and continued. As we were pulling the linens and checking the rig over, we noticed the fridge was not working and the auxiliary battery was very low. It was then, unfortunately, that we noticed the missing hubcap. We couldn’t believe it and immediately pulled up the photos of before and after and sure enough. We were so upset about the different issues ruining our rental experience as owners and because we knew it was Glenn's birthday and with his sick dog we hated to have to let him know there were any issues with everything he had going on.
We already had a scheduled appointment with the dealer service department the next day for some parts that had finally arrived so we decided to have it checked out first before saying anything. We hoped it was just a missing hubcap. After the inspection, we were told the slide did have an issue but it was an easy fix so no big deal worth mentioning. The fridge wasn't working because the auxiliary battery had been run down and the converter tripped so again not worth mentioning. The electrical issues Glenn mentioned were actually due to his user error trying to run too many things at the same time on a generator so easy to fix and again not worth mentioning. We were charged diagnostic fees for all of this but we were not going to pass those charges on to Glenn. So in the end, the only issue was the missing hubcap. He didn’t think it was his responsibility but in what rental world would that be the owner's responsibility?
Reading his review was a punch to the gut and since he didn’t express these feelings to us at all, ever, it would seem he was unhappy with the claim filed to cover the missing hubcap.
—---------------
Now for those that like bullet points and not paragraphs, here are direct responses to each of his points in his review:1. several things did not work - no, only two (complementary appliances) because he blew the fuse.
2. old , dark RV - Now, imagine the sound scooby doo makes to explain our confusion of this comment. Our RV is a barely used 2017 Holiday Rambler in impeccable condition. Everyone who has seen it in person says how nice it is. Including his wife upon returning.
3. does not drive well, waggles a lot and feels very insecure in the road - again another scooby sound. It's a house on wheels and drives as expected only with a new squeak to it after their rental.
4. anal in regards to pursuing damages if there is a minuscule scratch - First of all, how crass. But there were no scratches mentioned, just the hubcap that came off. If he rented a car and the hubcap came off he'd be responsible for it so why would this rental be any different?
5. Owner not well informed about how the different electric components, AC, etc really work - We are new owners but we always hook up to shore power and we know how everything works. We were trying to be as helpful as possible to make sure they stayed warm on their trip. We even gave them a space heater to take on the trip. Not sure what he is referring to and our call to tech support confirmed we were correct and he was misinformed.6. Did not have a good overall experience. Will not rent again. - We are extremely sad that this rental went the way it did. We did everything in our power ahead of time, at the time of key exchange and upon return to make sure that Glenn and his family had a good time. We could have let him cancel, we could have made him return the rv to us which would have resulted in another day rental charge because of his schedule but we went out of our way to be helpful and considerate of his personal situation.Glenn, this is a horrible review that in no way reflects what actually happened or even what was conveyed to us. I didn't have to contact you at all. I could have simply filed the claim and let Outdoorsy handle it. But instead, I waited until the day AFTER your birthday and I contacted you and your wife to give you a heads up so as not to ambush you like you have done to us.And, Yes, you are correct. There is no "damage". However, to file any sort of claim, we have to follow the rules of Outdoorsy. You have two options, deduct from the deposit or file a claim of damages. Their words not ours. We filed the claim for you because you had asked if insurance would cover the hubcap. If we had taken it out of the deposit, you would not have been able to have insurance cover it. Additionally, in order to recover the refuel charges and the dump station fee you agreed to pay we either had to keep the deposit or add it to the claim. We can’t do both.I hope that you are just having a bad week/day due to the personal events in your life and perhaps you will reconsider your invalid review. But if not, we are truly sorry you feel you had a bad trip and wish you better luck in the future.
