ComplaintsforOwasco RV Rentals & Sales

• Initial Complaint

  10/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Owasco sent us out with a rig still filled with antifreeze in the lines and a tank that hemorrhages water *********** **** ***** *** ****** *** emails and calls to Owasco a few hours after leaving the lot and arriving at a provincial park) and we had no other option but to rely on ********** outhouses and no ability to wash our hands or shower. Hannah from rentals ignores emails and offers zero help (unless telling us to fix it ourselves counts) and Sarah from front desk is **** and repeatedly hangs up on you. All calls have been recorded and documented of course ****** *** ****** *** **** ******* *** ** *********** ** *** ****** ****** ***** ********* *** ***** ****** ** ********** ***** *** *************** including the phone call with the manager Steven confirming his staff lack ********** and professionalism and that our situation is "*******" but he still refused accountability or to even show us the service records or PDI that Owasco even inspected this rig when it arrived on their lot and offered NO resolution or help or acceptable options or compensation while out on the road. Not even compensation to end the trip early and come home. ** ******* * ****** ***** *** ******** ******** ***** ****** ** * **** **** ********** **** ** ** ***** *** are disappointed to say it's been nothing but a circus of incompetence. ***** * ****** ** **** ****** ** **** ******** **** *** ****** *** ** buying an RV and making the best of a very undesirable and unacceptable situation. Owasco and their staff lack professionalism and have demonstrated ** ******* ********* lack of communication and support. You're alone out there if you rent. Absolute deplorable experience with the rental staff here which I really wish wasn't the case because we ********* **** ****** **** ***** *** had every intention of purchasing a rig from him of our very own from had this trip had a more desirable outcome. And Owasco knew that and still treated us this way!

  Business response

  17/06/2024

  Customer has been in contact with Senior Management and this complaint is considered to be resolved. 

  Customer response

  17/06/2024

  I am happy to report I was able to settle this issue with Owasco after the owner of the company reached out personally to discuss it with me *** ***** **** ** ****** ** ***** **** *** **** ** **** ********* *** *** **** ** *****
  Thank you.
  

• Initial Complaint

  12/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am filing this complaint against Owasco RV Rentals based on three consumer rights violations. 1. Owasco is *************** their goods to customers by providing only idealistic RV layouts through their website and emails while having completely different layouts in their fleet, which they attempt to force customers to take through Owasco’s rental contract. 2. Owasco committed misleading business practices through their communications with me by communicating in such a way to give the idea that the vehicle I was going to rent was of a certain quality, in terms of convenience and quality of layout, while neglecting to mention that vehicles that they have in their fleet are of a completely different layout (in which a car seat could not legally and safely be secured) and of lower quality. 3. Owasco used unethical business practices and further misrepresentation through withholding the information that the vehicle I had reserved was not available, until after requiring that I sign a contract which they claimed removed my ability to dispute these issues. To resolve these issues I would like the remaining balance of $1483.30 returned to me and I would like Owasco to cover the last minute cancellation fees of $228.75 of my campsites. I would also like Owasco to change their business practices so that, moving forward, they are transparent regarding the fleet they have, by providing complete and accurate representation of all of their vehicles on their website and through email communications. Finally, I would also like them to change their business practices in order to provide ******* service to their customers by informing them of vehicle changes within the timeframe that Owasco is aware of the change. ***** ******* **** ***** ********* ** **** ** ******** ******** ***** *** **** ** ********* ** ** **** **** *** ****** ** *** *** ** ***** ********* **** *** ********* ** ********** ****** *** ******** ********* *** **** ********

  Business response

  12/10/2023

  Mr. ***** booked a budget model for 2 passengers. Regretfully we were never informed that there was a 3rd passenger, an infant, travelling as well. Had our team been informed of the full party at the time of reservation we would have informed them that this budget model was not suitable their travel. Our team then would have then booked a premium model, at an additional value, which would have been suitable for their needs. Unfortunately when we were informed at the time of pickup of the additionaltraveler, our team did their best to accommodate the last minute change. However we were restricted due to last minute availability. Our team offered an alternate vehicle at a later pickup date, which was declined. Our team then offered a credit for future travel dates this was also declined. As Mr. ***** proceeded with a last minute cancellation we followed our company policy as such.

  Customer response

  12/10/2023

  
  Thank you for being so quick to contact Owasco and responding to me with their response. I reject Owasco’s response as there are false statements made in their response and there has been no effort to address the concerns I outlined in my complaint. I am still seeking the original terms of resolution.
  
  The vehicle that I reserved, that I was told was no longer safe to operate on the day of pick up, is still advertised on the Owasco website. It is advertised as sleeping 2-4 people and seats 4. As per the floorplans and videos which are on the Owasco website and that were also sent to me through email and discussed over the phone with myself and my wife, the vehicle we rented was safe and appropriate to use with an infant and their car seat.
  
  At the time of pick-up on May 20 nothing was done to accommodate me due to the last minute change that Owasco made to my reservation. In fact, when I stated I could not safely and legally attach my baby’s car seat to a sideways facing passenger seat, Kerri specifically stated that if I would not be taking the RV that day, I would be forfeiting the rental fees. Kerri later explained that an alternative vehicle at a later date or carry over credit may be possible but that it would be up to Amy, the general manager. Kerri said that I would have to wait to see what Amy would offer, and that I would have to wait until Tuesday May 23, when she would return to the office, to hear back from Amy. Neither Amy nor Kerri reached out to contact us on the 23rd.
  
  To clarify, as Owasco stated in their reply that there was “a last minute change,” there was no last minute change on my part to the reservation. All of the layouts provided to my wife and I showed that an infant car seat could be secured safely and legally into the vehicle that l had reserved and in any other vehicle that was discussed by Owasco as a possible substitution. The last minute change was made by Owasco staff when they substituted the vehicle for one with a completely different layout than we were ever made aware of, in which a car seat could not be safely and securely attached, which was made after requiring the rental contract be signed. If Owasco had properly represented their fleet through their website, emails, or phone calls this issue would not have happened because I would have seen there was a vehicle option in which we could not safely secure our child’s car seat.
  
  Further, in response to Owasco’s claims, an alternative vehicle and credit were never offered to us. In fact, despite me making multiple phone calls and emails to Owasco staff *** *** ******** **** ******** ** ******* ********** ******** ** ******** ********** , I was never contacted or responded to by Owasco staff until Friday May 26 in which I was finally able to speak with Kerri over the phone. This was the last full day of my RV rental reservation, as the RV had to be returned by 10am May 27. We had spent our entire family vacation trying to sort this matter out with Owasco.  When speaking to Kerri on May 26th, a refund of the cleaning deposit and the KM package was offered and applied. Nothing else was offered to me.  I asked a number of times during that phone call for Kerri to ask Amy to call me so I can discuss further. To date, I have never had any communication with the General Manager, Amy, from Owasco, despite several voicemails and emails sent to her, and despite Kerri stating a decision could only be made by Amy.
  
  Thank you for your help in this matter.
  

  Sincerely,

  ******* *****
  

  Business response

  16/10/2023

  Our records confirm a credit for future travel was offered to the client on date of cancellation May 20th. Then again via telephone calls with our Rental Manager May 23, May 24, May 25 & May 29. As Mr. ***** was made aware, our General Manager is actively involved, behind the scenes, with all customer complaints through our department Managers. We do apologize for the clients experience, however again had we been made aware of the infant travelling we would discouraged the client in booking this particular vehicle. We are happy to still honor the original offer of a credit towards future travel for a 12 month term. 

• Initial Complaint

  13/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Terrible customer service especially from the Finance Manager Doug. I've been battling with Owasco about a very expensive "in park service" warranty I was sold that is next to impossible to use. I have had pipes burst under my trailer 3 months into buying my ***** ********* luxury model 2022. The trailer hitch broken the day I picked it up, water has flooded and pooled in the under belly causing it to drop. 2 of the under pipes damaged & have been calling for 2 weeks now to try and use my "in park service" warranty I was pushed so hard from the sales guy to get. When in contact with Owasco I was told they don't have technicians actually and it's up to me to find my own. I did and when the technician reached out to Owasco he was told about another trailer that was recently purchased where 9 pipes have burst underneath. This is something them and ***** are aware of. Instead of helping me get someone to get the problem (manufacture warranty) fixed... they continue to push the job onto other numbers to call. The trailer is 3 months old and we are paying for this ***** for 20 more years. After 2 weeks of no resolution, the underneath wide open for animals to get in. The pipes still weren't fixed and no sign of a resolution. After coming to the understanding that Owasco doesn't actually provide the in park services I call to get that false warranty program they sold me on removed from my account. If they aren't going to honor it and I'm paying for it **** **** ** ******* *************. This leads me to calling and being sent to the finance manager Doug. * ***** **** ** ** ** ****** * ***** *** **** *** ****** *** **** ********* ***** ******** **** ******* ****** ****** ** ** **** ****** ***** ********* *** ***** ** *** ********* **** ** ******* ** ****. When asked for the new contact (5th person now I need to call) he said it's a guy named Sal and he can't help me with contact info. He responds with a don't care attitude and hangs up the phone. I want a resolution.

  Business response

  14/09/2022

  Dear ***, 

  It does not appear a member of our management team has been involved with your case. Kindly email ************* and we would be happy to assist.

  Thank you.

  Customer response

  14/09/2022

  
  I am rejecting this response because: They aren't fixing the problem. Reading online they have done this to thousands of people. Once the trailer is off the lot they don't care. It's been 2 weeks going on 3 now with no solution. I've drove to the trailer twice for "photos" I send them and nothing happens. We feel completely ****** off and the way they talk to you when you call is over the top ****. I won't be accepting this until the trailer manufacture warranties are completely fixed by Owasco at my park which I'm paying for the in park service they sold me on but are not honoring. When someone comes to my park and fixes the problems then we can discuss this but as of now nothings been done & no plan from them to get it done. It's not towable ... only solution is send a technician from Owasco to the park. They say they have none but the whole service garage is full of them. 
  
  Sincerely,
  

  Business response

  19/09/2022

  The client has in park service included with the extended warranty contract purchased Therefore they are eligible for coverage for a mobile technician to come to the repair any eligible warranty items. As we have informed the client we do not have mobile technicians and provided a list of recommend technicians to use. We will assist the client in getting repairs reimbursement if there are any out of pocket expenses. 

• Initial Complaint

  09/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 8, 2019 (that seems long ago, but COVID is a key factor ), I paid a $500 deposit to Owasco RV to rent an RV for summer 2020 **** ******** ******* *********. Owasco told me March 9, 2020 (appended) that my deposit was non-refundable due to the cancellation policy on the website. In March 2020, Ontario was plunged into COVID. I sent a letter to Owasco dated April 8, 2020 **********, indicating that while I was initially amenable with moving forward with the rental, tourism in the summer of 2020 looks to be unlikely (and indeed that was the case). * ********* **** * *** * ****** ** ***** ******* *** **** **** ****** ** ****** *** ********* * **** ********* **** *** ** ***** * ****** *** ***** *** ** ********** *** ***** My contact at Owasco was Kim S. so I emailed her this letter on April 7, 2020. ***** ******* *********** *** *** ********* *** *** **** * **** I sent a follow-up email on April 14, 2020 *********). When I ultimately connected with Owasco, I was told I would not get my deposit back, but I could re-book for a different trip **** ******** ******. However, travel in the summer of 2021 was still restricted due to COVID. I was told by Owasco that I had two years to re-book my trip, but that Owasco was going to keep my deposit. I've followed up, but Owasco still keeps the deposit. ***** ** Owasco referenced its policy of not refunding deposits per their website. Those terms were never incorporated by reference into my contract. Owasco points to the invoice but it's unclear, *** ******* ** *** ** ***** ********. ** *** ********* ** ** ****** ******** ********* ** Owasco had plenty of notice, so they have not suffered damages. *. COVID was a force majeure severely limiting travel. ** ***** *** ********** ********* **** ********* *** *********** ** *** ******** *** ********** *** ********* *********** ** * ** **** *** ** ****** *** ************ **** ****** ** ** ************** ** **** ********* ** *******. I just want my $500 back. Thank you.

  Business response

  09/08/2022

  Unfortunately our team did their best to assist in this manner. Our cancellation policy is shown on our invoices at time of reservation and available 24/7 on our website. In order to help clients with during COVID we offered to make the deposits transferrable to a reservation for up to 1 year which was later extended to 2 years. We also allowed clients to transfer the deposit to a family member or friend during this time. Unfortunately no reservation been made in order to use the credit within the given time period.

  Customer response

  10/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As indicated in my initial complaint, terms and conditions on the website that are never brought to a consumer's attention or incorporated by reference into the Agreement are not enforceable. Moreover, as further stated in my complaint, the invoice is poorly worded and unclear, and under the rules of contra proferentum, ambiguities in a contract are held against the drafter. English is also not my first language, as stated. I am relying on someone to help me with this.
  COVID was an unexpected and unforeseeable force majeure event, and COVID resulted in the contract being frustrated. ** ****** ******** ** * ****** ** ****** *** * ******** ** ********* ** ** ******** ** ********** ** ** ************ *** ****** ** ***** *** ******* ** **** ******* ***** **** ************** ***** ***** ****** ** * ************ *** ** ******** ** * ****** ** ***** ****** **** * **** *** **** **** *** **** *** *********** ** ****** ** **** *** **** ** *** **** * ***** **** *** ******** ** ** ******** ************ *** ****** ** ****** **** **** ********* ****** ** ********** *** *********** *** ******* ** *** **** ** ******* **** *** ***** ** ** ***** ****. All I am asking for is my $500 deposit back, and Owasco's consistent and persistent refusal to evaluate these particular circumstances **** ********** *** ****** *** ****** ** ************ *********
  
  
  

• Initial Complaint

  30/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Had a canvas replaced on my pop up trailer Oct 2018, and the new canvas installed started to have interior stains within 1 1/2 season use, arranged with Owasco to have the canvas inspected and cleaned Oct 2021 The unit was completed Dec 13th picked it up and placed directly into storage Dec 2021 Took trailer out of storage and took to campsite May 1st, 2022 Upon opening and setting up the unit was found to be in the same condition as we dropped off at Owasco last Oct, the interior of canvas walls was heavily stained as well the exterior of the unit still had all the bugs and stains unit was not cleaned. I reached out to the GM at Owasco through email right after we got back from camping along with photos of the unit inside and outside for review of the work that was done for her feedback as did not was to reach out directly to folks who possibly did the job as wanted an objective opinion. The GM did not comment on my request but simply forwarded the email to her service staff something I concisely wanted to avoid. To date, there has been no reply from anyone at Owasco Recreational Vehicles. Invoice number is ******* in the amount of $1279.91

  Business response

  30/05/2022

  Confirmed requested services were in fact completed. Staining of canvas is a result of an under lying water leak issues. Cleaning of canvas does not repair water leaks, unfortunately this concern will continue to happen until water leak(s) are addressed. Customer was put in touch with department management to arrange for an appointment for repairs. Client has not made any arrangements.

  Business response

  06/06/2022

  Our GM put the client in contact with the department Managers to arrange for an appointment for further inspection and possible repair. Client has yet to make any arrangements as recommended.

  Customer response

  07/06/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept for me to contact the service department and bring the unit in for inspection as Im three and half hours away as they already responded the repairs were completed and not anticipating a different outcome other then my additional expense and time to bring the unit down.
  Hence I reached out to the GM for an objective review of my concern based on the photos provided after the work they completed.
  
  It is obvious to me the senior management is not interested in addressing my concerns hence will continuing pursuing my concerns until resolution is reached

• Initial Complaint

  16/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and I purchased a trailer at the end of 2019, brand new, out right. Opening weekend of may 2020 we have had nothing but problems. Our first weekend with it we had to spend almost 400$ on a piece so we could have hot water. We had to replace all the fuses. Later that year we had leaks throughout the trailer, our awning ripped right off, our outdoor kitchen stopped working, the outdoor cabinets are all crooked, a piece of wood in the indoor kitchen fell off because it wasn't attached properly. 2021, still leaks throughout, our unit caught fire twice, we have no working fridge, crossed wires between our electric and propane. We need to have to it on both electric and propane for our hot water to work. I've been fighting with owasco for 2 years to fix everything and they refuse. I have 2 years worth of emails between myself and owasco. I've also reached out to jayco and they will not take any responsibility either. No one ever calls me back or emails me back. At this point I just want my money back. I don't feel safe bringing my 2 small kids to our trailer anymore.

  Business response

  17/05/2022

  Customer is in contact with Senior management and are actively working together on a mutual resolution.

• Initial Complaint

  02/05/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Bought a brand new trailer in 2021 from Owasco RV, the trailer arrived with numerous warranty issues, it took a year to get my trailer in for the warranty repairs, when I got the trailer home, further repairs were required due to the warranty repairs not being completed/finished, but released to under the agreement they were complete and some were structural. Attempts to email or call contacts at Owasco have been met with static. Although this is the trailer we liked, it is not what was advertised, and further more their repairs only made our trailer worse. Looking for direction with dealing with not only the dealer but the trailer company (*****) as well, my confidence has been lost and my patience even less. I shouldn't of had to repair my NEW trailer at all, much less myself to get it in functional status, if I could give it back with full refund I would tomorrow! I have ongoing photos and details of the ongoing repairs and the further concerns around my NEW trailer?! Please help -Brackets missing on passenger side outside moulding - bathroom door, large gouge down inside door, also bungie mount on outside of bathroom door too close when mounted, door won't close properly - large gouge on panel between the fridge and the l lounger as there is a large gap between the lounger and slide out which wasn't in the brochure or pics upon ordering, it actually had 2 arm rests where the one we received only has one, exposing a large gap on the left side of the slide out - large gouge on trim of bathroom counter top - air conditioner wiring not wired properly, sparks observed when inside filter panel removed, temporary electrical tape applied. Also rattling noticed when air conditioner running - awning has several long cut type marks near the support bar, requires replacing - Fix drawer under oven as the base has come apart - Ensure fridge is secured and has access to drip tray These were all upon pickup of a brand new/ordered

  Business response

  06/05/2022

  Unfortunately it does not appear these concerns have been brought the attention of our management team. We kindly ask you connect with our Service Manager to discuss a resolution.

  Customer response

  24/05/2022

  I have left emails and phone calls around my concerns, but have yet to hear from anyone other then our sales associate, who forwarded the email with the concerns. Desired resolution update, we would also take having the trailer fixed appropriately (safetied with inspection and structurally sound) and extend the warranty to place confidence on the workmanship and piece of mind going forward, although my confidence is low after the last repairs, I am willing to give one more opportunity to get things right, provided the work can be done within a fair time frame. Feel free to contact myself ***** * ************ ** **** * ************* * await your reply, again.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩