Thank you for sharing your feedback. We agree that anytime a renter or owner needs to file a claim it can be a tough situation. The Outdoorsy claims process is there to support this very reason! This gives the opportunity when accidents do happen on the road with renters the owners the ability to recoup some of the necessary funds to make the repairs to ensure the next renter has a safe and enjoyable journey. You're absolutely right that normal wear and tear is expected when renting vehicles, however when incident is reported such as the one you experienced in which your driver hit a curb those damages do need to be reported per the process. It's unfortunate to hear that having to submit a claim for damages incurred on the journey resulted in other concerns that we were not made aware of on what we believed was otherwise a great trip.We are really happy to hear you enjoyed our unlimited mileage offering as we are one of the few RVs that offer this perk! We are glad that saved you money driving the RV from Florida to Maine and back. Offering unlimited mileage surely puts a great deal of wear and tear on our vehicle but we went into this business with one simple mission and that was to help people to just travel so we're happy to offer that service and glad you appreciated it!I do appreciate your husband pointing out the damage to the wiring harness for towing. Towing was operable at your time of departure and the part to repair the wiring arrived at the shop the day of your departure, but due to your departure time we held on getting the work complete so we could get you on the road right away as towing was not something that you inquired about, towing was never discussed in our conversations prior to booking or departure, and as noted on our platform towing is not something that we allow or advertise.I do want to sincerely apologize for the lack of communication prior to your journey regarding the condition of our awning. A prior renter did break off the awning and were currently working without Outdoorsy’s claim team to have a new awning replaced, but it is on backorder. My calendar had you marked using our smaller RV since that was the RV you originally booked so I didn’t think about the awning when you changed your booking to the larger RV. I have already reached out to all additional future renters to ensure they are aware that there is a possibility that the awning may not be fixed prior to their journey. Our goal is to have it fixed within the month of December as we hear the that ordered parts are finally out for shipment!We appreciate you sharing your difficulties with the batteries in the RV as this will help us better prepare future renters for how the power systems and the RV operates. As I shared during our comprehensive training as well in the follow up video we provided, the battery is a short term solution for providing some portions of the RV power when a renter is not plugged into 30 or 50 amp shore power as highly asked and recommended for use. Running the RV on a battery is not recommended, but can be used while driving for small things like the house lights and heat. Think about it like a car battery with the headlights on and radio running- it will not last long if the RV isn’t running. The generator can be used as a power source if needed, and rules for using the generator as well as charges for overages are clearly outlined on our platform and your booking receipt for all renters to view before booking, and you and I had a conversation about generator usage prior to your booking. The RV is supposed to be plugged into 50 or 30amp shore power all which we provide and show during our training.We wish we had the opportunity to trip plan with you as that is truly a passion of ours. As our site notes, all you have to do is ask! We've put together some great vacation trip guides for many others that have asked us to use this complementary service.We do wish we would've known some of the challenges you were facing during your journey as opposed to after a claim was filed as we would've been happy to help problem solve or to walk through any of the pieces that may have been occurring during your journey. We know that this may cause you to not use our business in the future but if so we'd love to have you back! Your family are excellent renters and we hope you had a wonderful Thanksgiving journey. Again thank you for the feedback that you have provided as it will help both us better prepare future renters as well as improve our support practices in making sure all of our customers continue to have a five star experience that we have always had.
