Extremely unprofessional host. The RV itself was nice with minimal problems, but the host was unprofessional. This was our first trip in 17 months and we were really excited. Unfortunately, the experience left us with a lot to be desired.1. The listing said Wifi was included in this RV. One week before we left, we asked the host about the Wifi [we both work from home and were renting for 3 weeks so needed this figured out] He said that the Wifi was $20 a day. This was nowhere on the listing.Before responding to him, we took screenshots of the entire listing and then let him know that the listing did not have this fee listed.
He said that it DID have it listed and to "go look again" to which we had done, and within 2 minutes, the $20/day fee had been magically "added" under the "extras" portion of the listing.We had screen shots of the entire listing and the host went ahead and added it after it was not there when we booked and tried to pretend like we just didnt see it. This was not appreciated but we decided to try and make the best of it.2. When we arrived and got the RV, we clarified that we indeed get 4 hours of generator use a day. He said no, "it is 3 hours of generator use." Indeed, the listing online and the paper contract said we had 4 hours a day of generator usage.We asked him if he could honor this and he said no. He scratched out the paper contract which said 4 hours [as did the listing online] and hand-wrote "3 hours" and uploaded it to Outdooorsy so they also saw this on their end as well.3. For the price, a lot of things are broken in the RV such as a variety of drawers, and most annoyingly, the handle of the fridge. The host said that previous renters kept breaking off the handle of the fridge and he just stopped fixing it.I grew up RVing for the majority of my life and for a price of almost $7000, I would have expected the fridge to not have a broken handle. If it was a normal fridge this wouldn't be worth mentioning, but in an RV fridge things must "clamp" in order to stay shut so trying to press your fingers on the specific sections of the fridge to unlock it every time was a pain.4. In the first 48 hours, we called the host with multiple questions regarding the dump, the water levels being lower in real life than the gauges said, and a few other random things. On our second day, he told us "to use common sense" and to use our brains and to only call him if something major happened like we got into an accident or a pipe or something major broke.Again, for the price of $7000 this was not appreciated and not very good customer service.5. We had a fairly early flight to go back home when we dropped off the rental. We messaged the host multiple times in advance notifying him that a 7:45am drop off time was when we needed to drop it off. He said it was early, but not a problem. I confirmed this with him 2 days in advance, then a few times the night before. I wanted to be 100% sure that he was on board with this early drop off time.When we arrived at the drop off location, he did not answer his phone and was nowhere to be found. We waited for 30 minutes which resulted in me calling Outdoorsy in a panic becuase we didn't know what to do and we didn't want to miss our flight! Outdoorsy [I presume] got in contact with him and he came out shortly after and called me moments after I hung up with Outdoorsy.When he arrived, he blamed us. This was quite shocking. He said the "check out" process takes 30 minutes and what were we thinking? I was thinking we arrive at 7:45am and by 8:15am we would be on our way to the airport for our early flight. Not beginning the check out process at 8:15am!This was after multiple follow ups in the night before and the days leading up to this. There was no excuse for being 30 minutes late other than a profuse apology, which we did not recieve.He told us we should have told him what time the flight was [not necessary as we said we needed to meet at 7:45am] and that we were checking in special baggage [again, not necessary]. Everything about him being late was blamed on us.If just one of these things had happened, it would be whatever, but the fact that they kept happening throughout the beginning, during, and after the trip really left us feeling upset and gaslit.We have screen shot evidence of almost every single thing listed here either through the Outdoorsy app or over text message so it isn't like we are making any of this up for any sort of personal gain.We are simply sharing this so if you are considering this listing for the lovely Class A RV, you are aware it has a bit of wear and tear for being a 2020 and that the experience with the host leaves a lot to be desired.
Christopher’s answer
Hello VictoriaI do truly apologise you had these inconveniences during your Booking my Rv & the Trip it self.1) Wifi is different from 4G-LTE in description with a clear view it stated WIFI as a “tether to your current cellular device” not 4G-LTE. 4G-LTE was explained to you as a ADDON and this was explained to you in the pre booking process as well as when we went over the walk through the RV. You also forgot to mention that I gave you 2.5 weeks of free 4G-LTE that = $340 value.2) Generator Time, sorry that your booking slipped through. This was a mistake I changed all my other bookings due to an error while setting up the listing and some how your booking was never switched. I did write on the paper saying 3 hours but I said I would have worked with you on the Generator Time. You only used 4hours and no extra charges were charged to you.3) I have provided you a Brand New 2020 unit and it has only been on 7 trips. While on your Booking you broke 2 doors in 3 weeks. On leaving you signed saying the RV was in great condition and that the drawers were working. I check all drawers to make sure they are were all closing correctly. On your trip you broke 2 drawers and I DID NOT CHARGE YOU. I should have but Im a good Christian man and I understand that on a long 3 week 2000 mile journey things might break of pop open on the Road! It's ok and expected! And as for the fridge yes the handle is broken but after 4 replacements its better to leave off due to injury of the renter ( If you watched the YouTube Video you would have know that) To make sure the refrigerator is close just listen for the Click! I made this very clear we went over this during the 1 hour walk through.4) Your Multiple calls and multiple texts I tried to attended to your every call all 8 in the first 5 days, you’ve also sent numerous text messages and I was very attentive to your every need . 99% of my renters go over the Videos to make sure they do their do diligence and understand how to use this RV. It my fault I should have made it more clear to you to watch them. After 5 days 8 calls, and countless messages where every time referred back to the videos it’s my fault I should have emphasise the importance of them. As well as random calls like My food is frozen, and I tell you to put it inside the refrigerator and not the Freezer.5) As for the pick up time I do truly apologize it was a mistake on me. When I arrived 15min late to the RV you were telling me you had to leave. You knew from prior that we needed 30min walk through check out but gave me a hard time saying you needed to leave NOW and only giving me 15min to check-out. I Rushed through the whole process as well as waived the $100 early check Out-fee.Im truly sorry you had a inconvenient experience :( You never once mention this to me while in the Pre Booking process when you were on the road or on the many phone calls or texts so this definitely took me by surprise. Sorry you think my RV has a bit of wear and tear for it being a 2020, But you were the one who made the most damages , and were not charged. I have evidence to back all my statements, because she was renting out my $100k New 2020 RV.Victoria I only Wish you the best :) !!To ALL Prospect renter out there that reads this review from Victoria please read the other past 5 star reviews and understand there was no major issues or problems with my RV other than drawers that she broke me being 15min late to Drop off. Everything else was stated BEFORE SHE BOOKED. The one star review was very unprofessional and wrongly evaluated. I would expect a one star review if I wasn’t attentive to all her calls & texts, and I was. I would expect a one star review if there was catastrophic failure to the RV, and there wasn’t. I would expect a one star review if I was Rude, and I absolutely was not. It’s sad she had an inconvenient experience but she only had a hard time because she did not watch the YouTube videos on how to operate the RV as instructed. She brought up things that were already had discussed BEFORE booking the RV, and still wrote it in the 1 star review.