Please never rent from Paul and Caroline. I trusted them on their word and with my families lives as we rented from them. Shame on me!Let me tell you why I am giving them a negative response. My fiancé has severe respiratory issues and we have lived the last 15 months basically sheltered in place with very limited interactions with anyone including our own family members. Her Dad, aunt, nephew and my sons who live in Texas we have not seen now in about two years now because of the pandemic.
We set our appointment up with Outdoorsy to rent the RV and travel for this 2021 estate to see my son’s and grandchildren.
Paul and Caroline promised to bring us the unit the night before so I could do a very deep clean. They did not show up until mid morning the next day because the person before us brought it back late. They wanted us to take the unit with less fuel, less propane and with someone else’s waste as they didn’t want to take and dump and refuel. I told them that would be unacceptable.
When they did bring the unit they didn’t open the slider and said it was slow to open. They cautioned me to push the open button and let go, wait and then depress the button again. I asked them if there was a problem with it? They said no it was finicky. No issues!
We started out on a long journey and made it to our first camp ground which was very level. We put the plastic level plates as recommended by Paul. Backed the RV on to them. Lowered the jacks to stabilize and then started to open the slider as told to do so. As the slider moves out and came to about 3/4 of the way out there was a loud pop. Immediately called them and asked what was going on. They said to just reset it and so I did so as described by Paul. This did not work the slider motor or track was off. He told me to file a claim with Outdoorsy and have a mobile mechanic fix it. The next morning we spent half the day calling making a claim and trying to locate a place for repair. Paul/Caroline and for that matter Outdoorsy was not really much help.
We finally located a dealer pushed the slider in manually and drove to the dealership. They looked at it and could not fix it and they didn’t have parts. We maintained contact with Paul and Caroline and they said we should continue on and just manually push it in and out for the remainder of our trip. This not being good enough we continued to call around to find another dealership that could fix the unit and had the parts. We found a dealership that could fix it the next morning that was on our route. We tried to be flexible and with Paul and Caroline’s ok we set the appointment and headed out.
We left Tucson and about 30 mins in to the trip another issue arose. The lights came on saying to pull over and turn off the RV. Again immediately we called Paul and Caroline. We sent them pics of the display and asked what is the issue. There was no manual in the RV as Paul had removed it before our trip. He had no clue what the issue or display meant. He told us to continue on…I explained to him we could only go 40 mikes an hour. HWY 10 is very busy and full of large trucks. With no concern he said to continue on and to file another claim and have a mobile mechanic come look at it. With no choice to get somewhere safe we drove at 30 miles and hour to the next town and stopped at a gas station. We called and made another claim. Mind you it was myself, fiancé, a young boy and a puppy. The temperature was around 100 and we sat there for over 7 hrs waiting on a tow truck and mobile mechanic. The Outdoorsy staff is not a pleasure either as some of there suggestions where (1) the owners have another vehicle they could bring it to you. (2). When the tow truck gets there you will need to get out and call and Uber. (3). Or get a taxi. Do none of these people understand that we are in a pandemic.
Anyway finally the tow truck driver showed up and we were fortunate enough that we had called all day and found an enterprise rental car company that would pick us up. So all the things we had tried to avoid for the last 15 months have now gone out the window. We are now getting into a car with someone we don’t know, we are going to be forced to stay in a hotel we are going to have to rent a car on our trip.
So what was wrong with the vehicle…the radiator fan belt broke due to an engine pulley and it took 2 1/2 days to get it fixed. After getting the RV back we stayed the night in Tucson.
After serious consideration and thought we talked to Paul and Caroline and told them we were going to come back and would want a full refund. They said we should just continue on, at first and manually open the slider, the agreed that that would be too much and told us to get back safely and they wouldn’t have a problem giving us a full refund. On our trip home we had to stop 15+ times to push the slider in as it would work its way out on turns driving down the road. It was very unsafe and a bit scary as the boy would be sitting at the table where the slide out would move.when we got back Paul and Caroline came to pick up the unit and expressed how sorry they were and that they would release out funds back to us if we would file the dispute and refund through Outdoorsy. They told me that they recently did the same for another renter. It has been a month now and I just found out the Paul and Caroline have denied the refund.
I will not only never rent through them or Outdoorsy if this is taken care of immediately.