Complaint: DO NOT DEAL WITH JEFF COLLISON My name is Paul and I live in Australia. I traveled to America with my children Throughout our three week stay in America we experienced great warmth and wonderful hospitality from all those with whom we came in contact. As many would understand taking three children half way around the world is a logistical and organizational hazard. We managed to navigate our way through Los Angeles, San Diego, Las Vegas, Yosemite and finally San Francisco. We experienced nothing but enthusiastic, patriotic and friendly people; with one exception. This is the cause of my letter. We decided to rent a RV so that we could drive on Highway 1 from San Francisco to Los Angeles. The company we booked through was American RV rentals. www.americanrvrentals.com/ This process was made a little difficult given the time difference. Prior to our departure for America I contacted the company 5 times via email and 6 times via phone. I have kept all the emails and the subsequent replies. I paid all the monies required and assumed all was confirmed. I specifically asked in the confirmation email if there were any other charges or conditions that I had not clarified. I was assured there were none. At no time did I receive a written contract. Whilst in America I rang the company a further 3 times and left messages asking for a phone call to confirm details. At no time did I receive a call. I finally spoke to the lady Patricia with whom I had dealt after the initial email exchange with Jeff. Patricia confirmed the arrangements were in order. Unfortunately the next day; I had to contact the company to let them know that, due to an itinerary change, we were unable to go through with the booking. At this time I spoke to Jeff. I apologized profusely and assured him that the schedule change was out of our hands. At no stage did he say that this cancellation would lead to the withholding of the security deposit of $2500USD. I returned to Australia and immediately contacted the company via email to again apologize and to request a refund of the security deposit. I did not receive a reply. 3 days later I again emailed the company and again received no reply. I finally managed to make contact with Jeff via phone on the 21st October and he insisted that they had not received any emails. I immediately resent all emails whilst we were on the phone and he received them. At this time he said that the company had a 30 day cancellation policy. I informed Jeff that this had never been mentioned before and that given the booking was made only 21 days before the scheduled pick up; that was impractical. Jeff then acknowledged that I had never received a contract and in fact his company had neglected to send a contract. Jeff said he could not authorize a refund as he would have to contact his manager. Once again I did not hear from the company. I rang the company 2 days later and I was told by a staff member that Jeff was, in fact the manager and the owner. Since this time I have contacted the company by phone on 12 occasions and have not been able to speak to Jeff. The situation has in fact now become worse where I have been hung upon on 3 occasions. At no time have I ever been rude or aggressive and I am very disappointed at the way I have been treated. The last contact was via email where Jeff stated that he had not been at the business on the day I’d been hung up on. This is despite the fact that I was told by Patricia twice that he was standing in front of her talking to customers. I am a single father and I have saved diligently for this holiday. I am distressed that a company can abscond with this significant amount of money without any consideration. I am writing this letter in the hope that you will be able to assist me. I have tried everything to discuss the situation with this company but I am now at my wits end. Any advice or assistance would be truly appreciated. My final remedy would be to pursue the matter through the courts which I will do as a matter of principle if necessary. I would hope however that this can be avoided not only because of the cost but also because I believe the courts should be focused on far more significant matters. I have retained all relevant documentation including emails and phone records. I have attached a chronology of the dealings with the company. I have tried every avenue I could from Australia. I would desperately like to get justice and ensure this guy gets his just desserts. I have contacted BBB and the department of justice. He told the BBB that he had refunded my deposit which is completely untrue and now refuses to respond. DO NOT DEAL WITH THIS MAN Aussie paul geelongAustralia
Tags: Auto & Truck Rental
Address: 428 Mission Blvd Montclair, California U.S.A.