On 03/11/10, I entered into a contract via telephone/internet for the rental of a travel trailer for a week in July. I received an email from RV Rental Country confirming this order. The total price for the rental ($704.76) was drafted from my checking account that date, and I was told I would be contacted within 1-2 weeks of my rental date regarding pickup arrangements for the unit.
When I had not heard from the company within one week of my pickup date, I attempted to contact them. After several days of telephoning and many unreturned messages, I finally reached a representative who informed me they had no record of my rental.
After being transferred to another individual, my reservation was finally acknowledged (RV Rental #337), but I was informed by "Susan" there had been an error by their employee regarding the price of the unit. When I objected and requested cancellation of the rental, I was transferred to a superviser ("Rich"). When I reiterated my intent to cancel if more funds were necessary, he advised that everything was "ok" and "not to worry", and he provided me with my pickup information for the travel trailer.
On 06/28/10, however, a transaction in the amount of $368.54 was drafted from my checking account (the account used to pay for the original transaction). After repeated attempts to contact the company again, I was able to speak to Rich and "Mari". Mari provided cancellation/refund request instructions to be submitted via facsimile.
After my initial successful facsimile, Mari advised they still did not have it. I requested an email address to email a PDF version of the request and was provided with a bogus email address that was returned to my inbox as unable to send. I faxed the request twice more and was able to contact Mari one last time who advised it had been received. I requested she provide me with written confirmation of this (via email), and she stated she would. I never received this, however.
I attempted to contact RV Rental Country countless times for 15 days (which was the length of time I was advised it would take to process the refund) and was unsuccessful until the 15th business day. A representative transferred me to the "lady who handles refunds", and this lady advised there was no written note in my file indicating a cancellation or refund had been requested.
I subsequently filed a complaint with the Better Business Bureau of Oklahoma on 07/20/10, and RV Rental Country did not respond to that complaint.
I then retained the services of an attorney who attempted to contact the business through its agent for service of process, and that certified letter was returned unclaimed.
I most recently filed a complaint with the Consumer Protection Unit of the Attorney General's office in Oklahoma, but I have not received a response regarding that claim.
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