From the onset, I was really excited to be able to rent a toy-hauler from a local business (Banning, CA) and from someone who was recommended to me. The website is beautiful. The price and availability were a perfect match. The communication via messenger and e-mail was professional enough. And the contract was as well. I was comfortable, happy and excited about the arrangement, that is until pick-up day...
We rented the toy-hauler one day earlier than we were planning on leaving just so we could load it, get used to it and make sure everything was good to go (this was our first time renting a toy-hauler or trailer of any kind). At pick-up of the 2021 Genesis Toy-Hauler, Kellie notified my husband that the only tv was BROKEN.
I text Kellie questioning this and asking where the DVD player was. (I was thinking maybe tv reception doesn't work, but we could still play movies).
Her reply: "The screen does not work and there is no DVD player"
WRONG!!! The toy-hauler is described as having a flat screen tv and a DVD/CD player... I point that out to her via text, adding that I wish she would have let me know prior has I would have tried to make some arrangements. (In reality, it should have been FIXED. Period.) I wasn't angry, yet...
Her reply put me over the top: "I apologize about the TV. The toy hauler is not usually rented out for the tvs. we have luxury trailers that have surround sound and DVD players. The toy hauler is used for its garage and the amount of people it can sleep. If you are coming by my house tomorrow I can hook up a TV for you. Not sure where your coming from."
This reply was flippant, rude and unprofessional. I rented an entire working unit. EVERYTHING should have been in working order. We were headed out to the desert for 3 nights and 4 days with grandchildren, grandparents and people of all ages. She should not assume HOW we are spending our time. And, if she had a TV to replace the broken one, then WHY wasn't that done prior to picking it up? Okay, this was a first-world problem and I didn't even bother replying.
Then, the s$#t hit the fan. My husband was double checking the gauges and found that the BLACK TANK was 2/3 FULL!!! That's right, 2/3 FULL of someone else's crapola!!! Absolutely UNACCEPTABLE!! Especially after Kellie had stated they have the capability of dumping at their own property where the hauler was picked up.
It was another THING we had to deal with!!! Didn't even bother texting Kellie, I figured her reply would be that when renting a toy-hauler there's no need for bathroom use...
Fortunately during our weekend in the desert, we had no issues...thank goodness we spent the extra $170.00+ just to make sure everything was in working order.
Lastly, I found it unscrupulous and unethical that Kellie was unable to refund my $500.00 deposit on my credit card (not a debit card). I had paid for everything in-full up front via the Quickbook app she supplied with a credit card (not a debit card). She had to Zelle me the refund (and included an additional $50.00 for the tv debacle), so basically refunding me in cash and I know that this practice is heavily frowned upon by credit card companies as it appears fraudulent.
It has taken me three weeks to decide whether or not to write this review. But in the end, I decided that I couldn't not do it. I will neither rent from this "company" again, nor will I recommend them. read more