We had a customer come to our facility today to dump their holding tanks on the RV that they rented at another rental company. I went out to greet them and asked them how they enjoyed their trip and how they liked their Motor home rental. This is the story that the customer gave me:

The customer stated that he flew to California from Switzerland and rented from another rental company whom he booked with online as the rates were somewhat cheaper than others online and that this company was well known and had locations everywhere. When the customer arrived at the Berkeley location where he was to pick up his Motor home rental he was told they had no vehicles available and that he would have to take a taxi (at his own expense) to San Jose and pick one up from their other location. Upon his arrival to the San Jose location by taxi, there was only one Motor home sitting there on the lot and the one which he was given. During his trip for 12 nights with the Motor home he stated that when he started to use things in the Motor home he encountered the following:

• Broken screen door that he had to tie to the door with a shoelace to prevent it from banging
• Cracked overhead vent lid that leaked when it rained onto the cab over bed
• Missing cup holders in the dinette (he didn't know why there were 2 holes in the dinette)
• The cab over mattress was too big and didn't fit properly
• Dinette table was broken and kept falling when they were driving
• They had no TV/VCR as promised
• Wardrobe drawers were broken
• Bathroom door would not stay closed and wasn't original door. It looked like they took it off a house or another Motor home.
• Smoke alarm was missing
• Blinds did not have wands or strings to adjust them (they could not open them for light)
• Outside storage compartments were inaccessible
• Dinette cushions had large stains on them
• Noticeable outside damage
• Rust stains on the exterior
• Water was leaking out from under the interior cabinets
• Dump valve was broken so when customer dumped at our facility sewage went all over him and the ground.
• Broken TV antenna crank handle
• No ladder to access cab over bed, they had to make a step cushion on the edge of the dinette to avoid cutting their foot.

The customer went on and on to say that he was not a happy and would not rent again without seeing the vehicle he is getting quoted before booking or at least get pictures of what he is renting. I showed him one of our rental units which is a 2005 model and that is the same floor plan as the he had, and he was amazed at how much cleaner and nicer ours was. He went on to ask what our rates were on the particular Motor home, I quoted him and he was so upset that he spent over $500.00 more for the one he rented compared to ours. The customer asked for our rental information and stated that he would definitely rent from us the next time. On his departure I also let him know that when he rents from us he will not have to dump his waste tanks that we will do that for him.....

Pictures of the Motor home that he rented from another rental company
Broken screen door	Missing cup holder in dinette
Overhead bed where vent leaked	Broken wardrobe drawers

Renter made this cushion step	Bathroom & Cabinet door broken
Broken dinette table	Broken TV antenna handle

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