Why is RVshare holding Aaron Olbrich’s $1,500 deposit after he returns his rental van? And can he ever get his money back?
Question
I rented a Mercedes van for two weeks through RVshare, a rental company. It rained on the way home and water leaked through the air-conditioner vent.
After I returned the van, RVshare charged me by keeping my $1,500 deposit.
Here are a few facts about our rental. First, when it rained, the air-conditioner vent would leak. The owner of the van lied and said I left the vent open. I have a video, but because they don’t have a before and after video they are denying my deposit.
Another fact: The owner of the van put it back in service right away. So where’s the damage?
I had to shorten my trip by a day because of the leaky van.
And get this: I had insurance! We paid $1,372 for a policy.
I would like my $1,500 deposit back. I did not cause any damage and returned the van in great condition. They said as much when we returned it. I feel the owner did not maintain the van, which caused the damage. Can you help? — Aaron Olbrich, Morgan Hill, Calif.
Answer
RVshare shouldn’t make you pay for someone else’s damage. But whose responsibility was this leak?
First, we should probably back up and talk about RVshare. Think Airbnb for recreational vehicles. The rental process works about the same, except that some of its policies more closely resemble those of a car rental company.
According to RVshare’s terms of service, acts of God such as rain, hail and wind are the renter’s responsibility. At the same time, there’s an implied warranty that the RV you rent is roadworthy and that the roof won’t leak. (Related: Be careful using this money-saving car rental trick.)
I’ve examined the videos you took of the Mercedes van, and to me, it appears there was some kind of leak in the roof. And you couldn’t have taken a “before” video because it wasn’t raining. But while you rented the van, it did rain — exposing the problem and faulty maintenance.
I can’t verify if the owner returned the van to service, but if that is true, that’s a big red flag. It means the next renter might also have to pay for damages that they didn’t cause. (In the car rental industry, this is called the ding-and-dent scam.)
How to resolve a dispute with an RV rental company
If you find yourself facing a dispute with an RV rental company like RVshare, you need to know your rights and the quick steps you can take to resolve the problem.
Note: Before you rent, review the insurance options. Sometimes basic insurance plans don’t cover certain types of damage, like weather-related incidents or faulty maintenance. If you can, choose a more comprehensive policy. Also, consider paying for a security deposit waiver, which can save you from the hassle of a large deposit.
1. Have you read your rental agreement?
Before you even drive off in your rental, make sure you fully understand the terms and conditions of the agreement. Many RV rental companies have fine print that covers what’s included in the rental, such as maintenance responsibilities, insurance coverage, and potential damages. Pay particular attention to policies on weather-related damage, since this can be a gray area. For example, in RVshare’s terms, weather-related damage is often considered the renter’s responsibility, but the vehicle must still be roadworthy and properly maintained.
2. Let’s go straight to the video!
One of the most important steps in resolving any dispute is to document every last thing. From the moment you notice a problem with the RV, such as a leaking air-conditioner vent, take photos or videos to document the issue. If possible, also keep a record of your communications with the rental company or owner. Ideally, you would have a “before” and “after” video of any problem. So don’t wait for trouble. Shoot now, ask questions later. (Related: Help! I got a rental car bill I don’t think I deserve.)
3. Be direct
Reach out to the company or owner directly. Make sure your communication is clear, polite, and concise. State your case and explain why you believe the charge or withholding of your deposit is unfair. Outline any supporting evidence you have, including photos, videos, and your side of the story. Avoid being confrontational. A calm and reasoned approach increases the chances that the company will listen and resolve your problem.
4. Appeal your case
If the company is unresponsive or unwilling to work with you, don’t hesitate to escalate the matter. Contact a customer service supervisor or someone higher up in the organization. RVshare, for example, has several executives who may be able to take a second look at your case. A well-crafted appeal to the right person can sometimes make all the difference. (Here’s our best guide to renting a car.)
5. Consider a third party intervention or a credit card dispute
If direct communication with the rental company doesn’t resolve the issue, you can consider third-party mediation through our advocacy team. If you’ve exhausted all options and still feel wronged, you might consider filing a chargeback with your credit card company. Here’s our guide to filing a credit card dispute.
How we resolved this RVShare case
I think you might have fixed this by sending a brief, polite appeal to one of the RVshare executives I list on this site. This appeared to be enough of a borderline case to merit a second look.
I recommend reviewing the terms of your rental carefully before you drive away in a car, van or recreational vehicle. If you are worried, you can always purchase insurance that will cover you in case of an accident or damage caused by inclement weather.
I checked with RVshare about your case. A representative said you did indeed have insurance, but you chose the basic insurance policy offering liability coverage, windshield damage, and campsite liability. You also put down a required $1,500 security deposit.
RVshare says you had the option of adding a $79 Security Deposit waiver, but declined. I think you were probably feeling a little fee fatigue at that point, which is completely understandable. If you had chosen the waiver, you would have avoided the $1,500 fee, according to RVshare.
“The owner reported that the damages amounted to $2,972 and withheld the security deposit,” a representative said.
RVshare says it’s been working with you during the dispute process. It says it spoke with your wife and “due to the unforeseen weather event and the fact that it is unclear if the owner provided the proper maintenance post-trip, we are refunding the security deposit in good faith,” a representative told me.
If there’s a takeaway from this case, it’s that you need to choose your insurance coverage carefully — especially when renting a specialty vehicle like an RV. But there’s also a lesson learned for RVshare. Maybe it offers too many insurance options, which confuses its customers. Why not just include insurance in all rentals, which would eliminate future cases like yours?
