2020 Newmar Canyon Star with Toy-hauler

2 reviews

(3)

Chris F.

5July 2021

Very easy renting from this owner. Would definitely do it again for our next trip

5 Photos submitted by Chris F.

Janis E.

1May 2021

Well to start with the add for this unit says handicapped accessible which is what I needed for my daughter to be able to get in as she is in a wheelchair. Owner assured me that her chair would fit in thru the toy hauler and this turned into the owner having to lift my daughter and throw her on the bed and roll her over the bed to the other side to get her in her chair in order for her to get into the living quarters and it bothers me that he that he thought that was ok to have to do but once we paid and left with the unit it was our problem to get her in and out not his.So she never got to leave the living room except when I asked for assistance at two casinos to get her out the door. It took 2 security guards and a policeman to get her out safely because I was not going to throw her on the bed and roll her to the other side to get her out the hauler he considered handicapped accessible. Then we had some issues that we just dealt with because I asked for assistance with the tv unit and he informed me he was a dr and was at his clinic and could not help me.
That was after he gave us his card and told us to call for assistance anytime. Then we came back earlier than planned because of my daughter being confined inside and then we had issues with the AC and requested he meet us at the drop off place to inspect the unit when we returned and he said he could not meet us due to having a family and needing to be home with them. And then today he has bombarded me with texts with issues and damages he says we caused with my daughters wheelchair even though she was never in it the entire time all she could do was sit on the couch due to not being able to get out of the unit safely without more assistance than me and my husband could do at our destination. Needless to say our neighbor was going to check on renting the unit to go to Missouri later this year and going thru your business and we have told him to go elsewhere because we don’t want to see him screwed around like we have been. Thomas keeps stating how he is a professional and a doctor but he is anything but. We were totally mislead about the safety and accessibility of my daughter and know he expects us to pay for all kinds of stuff he says we did when all he had to do was meet us there and go over the unit with us and he would see we did not do that stuff. He says only a wheelchair could have done the damage when in fact in the areas he said were damaged she never went. I will steer anyone clear of your website because this experience has actually been traumatic for my daughter. She did nothing but sit on the couch for 6 days due to us being mislead about her being safe. I did get a call from Jason who wanted to check on us yesterday and I told him everything we were having issues with and he noted them so you can read more about how our trip was postponed two weeks as well due to water pump issues. He said it will all be there for you to read. I am very upset that he expects us to pay for stuff that were not damaged by us and he would not meet us on our return. He only wants to continue to say he has a family and I don’t know his life and he could not make arrangements to meet us so we didn’t have this issue of him us to pay him more money. Very disappointed in this whole experience. You can call me at 765 602 2020 if you need to talk to me regarding anything. Thank you for listening and have a great night

Thomas’s answer

The renters were given exact measurements of all interior doors and notified that their daughter would be able to get in and out of the toy hauler section with ease, then also be able to move around in the living room when the slide out was pushed out. See the following text to the renter prior to their rental. They had all ability to measure their daughters wheelchair prior to rental. :As to their daughter being “thrown on the bed” comment. Hi assisted down angrier than your daughter by wheeling her up in the back and then for their request hi assisting them and getting her up in two days so she can get buckled in for their drive. I simply lifted their daughter and put her on the master bed as instructed by the parents. They assured me prior to doing so this that it was a normal way they moved her around on a regular basis.The Renters did not contact me call another six days until which that point they text me asking for permission to him pay for repairs to my AC units in the living room and bedroom. At no point prior to this to the ever even notify me they were having an issue with the AC unit. As soon as I receive this message I called the renters back immediately to understand what issue they were having. The renters then stated that “they hadn’t had AC since last night and it is now 86° in the unit and they are at a service center getting ready to have the unit looked at”. This was at 2:30 PM on Monday the 24th, and apparently the AC it went out sometime late on the 23rd. Again at no point was I ever contacted to any issue with this, just ask remission to pay for it to be fixed. Once learning of the issue I then contacted the manufacturer for the AC unit and within an hour we were able to over the phone identify that the renters had pressed the hold button on the AC unit which then does not allow them to change any of the settings. I’ve been immediately informed the renters of this problem and explain to them how to fix it, that point they decided that they were just going to return the rental two days early. Upon return of the unit I am immediately checked out the AC system and it operated flawlessly. This issue was a severe concern seen as the renters did not notify me for approximately 18 hours if there was an issue with the AC, and once notify we resolve the issue within an hour from two states away. This entire situation and others I will describe your suit were caused by the renters not being able to operate technology as instructed in there one hour pre-trip departure.The renters out of the blue decided to bring the unit back to days early he stated that they would be back around 930 that evening giving me approximately six hours to arrange a way to be able to meet them at the drop off. Being a father of three small children and a husband, as well as a doctor I was unable to flip my schedule around enough to meet this short notice. I made all efforts to do so but by approximately 9 PM I realize that there was no way I was going to be able to be there once they arrived late that night so I instructed them to lock the unit up describes where to park the unit and where to place my keys and they had no issues with that. At this point they notified me that they were going to leave me a list of problems that they had throughout their trip on the kitchen table. I immediately asked what problems they were referring to seeing as I was never notified of anything except the TV (which we resolved immediately) and then the AC unit that they didn’t tell us about for 18 hours (which I resolved within an hour).3. You all stated that you did not have hot water the entire trip. But at no time was I ever notified of this issue until you were headed back last night. This is all been checked and document it on the live video as not to be an issue at all. I simply turned on the hot water heater using the panel next to the HVAC panel and then made sure that the propane was open and available to be used and turned on the water pump so that you could have circulating water and had scolding hot water in less than two minutes.
*This again was operator error and not contacting myself to assist.5. Handicap accessibility. We spoke about this in detail in regards to not being able to function in the master bedroom, but this was discussed prior to booking the trip it was very well documented by pictures in the actual listing. Being handicap accessible does not mean that everything that a normal person can do that person in a wheelchair we have to do. Being able to get the wheelchair up into the unit which you were able to do using the ramp and then her being able to function throughout the main living quarters where I was told she would be the entire time. No point was I was told she would be in the bedroom so that really was not a concern of mine where yours has any time. I do understand your frustration with having to maneuver your daughter to get in and out, but this unit has the best capabilities to make that as little of a hassle as possible compared to any other motorhome you could have chosen.
* notified prior to renting/unrealistic expectations7. Refrigerator/freezer won't lock had to tape it shut. Another issue that I was never notified about and I am uncertain if it was being operated how it was supposed to that is a brand new locking system so not sure how that would've not operated accordingly. I am not very thrilled that again another issue that I was not notified about and then you all taped it shut which is a chance that you could've caused damage to the exterior.
* operator error/did not notify myself of any issue throughout the trip.As to the difficulties you all experience throughout your trip it is clear and obvious to me that they were all induced by operators error and or lack of communication with myself (the owner) to talk you through any of those difficulties. I am very displeased with your rental as a whole and your lack of communication when it comes to my unit. That is absolutely unheard of for someone to have any of the difficulties you had and not notify the owner immediately to try to resolve the issues. If you had done so the only issue you would've experienced would be the screen issue and then maybe I'll give you the benefit of doubt on the refrigerator. I can only help you if I have the information to do so I cannot read your mind and know what you're going through unless you communicate that to me.”Last during my end trip walk-through I noted scratches and pieces taken out of the cabinetry in the kitchen, the walls in the hallway from the kitchen to the bedroom, the exterior of the bathroom door, the leather on the kitchen table booths. He scratches were approximately 2 feet or less off of the ground (which would coincide with the height of their daughters wheelchair). Instead of filing a claim for the damages immediately, I instead contacted the renters asking if they had known anything about the damages noted as well as I sent them specific pictures of what I was referring to. They then assured me that they took pictures before they left that evening and there was no damage at all. I subsequently asked for those pictures to document what they were stating and they were unable to produce any pictures.I will also note that there was an initial delay in the start of this rental due to an expansion take busting so we had to push their rental back two weeks to give us time to get the part and replace it. Because of that we gave the renters three additional days FOR FREE, as well as, bought their handicap daughter a s’more camping kit and a tie-dye purse as an attempt to make her experience a little more special and apologize for the delay in the start of their trip.We take these issues very seriously in our amending all of our policies because of this nightmare of a rental. We do anything and everything to make our renters experiences incredible ones and are able to resolve almost any issue within an hour of being notified as noted above in all of this lovely text. If you were able to stick through and read all of this I appreciate your time In reading our response to these false and defaming comments. Please feel free to message us in regards to any questions or concerns that you may have. We look forward to renting to you.