The Better Business Bureau has given B&B its lowest possible customer satisfaction rating — “F.” That after over 20 parties have complained to the marketplace trust organization about how B&B has dealt with them as customers. Recently the BBB said that it, “Recognized a pattern of complaints from consumers regarding sales practice, product, customer service and refund issues.”
What sort of “pattern” has the organization “recognized”? Several customers said they’d made reservations with the outfit months in advance, and often paid in full or made a large deposit for the rental. Then, shortly before the day to pick up the rig, they’d receive an e-mail that said the company wouldn’t be able to honor their rental, and that their money had been refunded. On checking their accounts, the customers would note that the money had NOT been refunded, and their telephone calls to the company would go unreturned.
Other customers who did actually get their RV from the company said the units they were rented were in horrific condition, with problems ranging from bad plumbing to terrible odors. One customer said his credit card company, who advised that he have the RV inspected by an independent outfit for damage before returning it. He took the advice, and after returning the rig, was surprised when his credit card was later dinged a $1,000 for a “cracked windshield.” Happily, with the inspection in hand, the credit card company joined the battle to fight the charge.
Another customer told an Alaska newspaper that the RV they rented from B&B was seemingly ‘falling apart.’ They reported that cabinets would fly open, and contents would spill all over the rig. Happily, one thing they found that did actually work was the motorhome’s carbon monoxide detector. They found that out when awakened from sleep — the motorhome’s generator exhaust was leaking back into the rental unit, and the alarm saved them from a probably disaster.
When the BBB approached B&B RV Rentals about complaints that were stacking up, the company refused to work through the agency to try and work things out. One newspaper says the firm says that the Bureau is essentially attempting to blackmail it into becoming a BBB member, and that they’d handle their own complaints. If the record that is mounting up with the BBB is any indicator, the rental firm needs to brush up on its diplomacy.
Incidentally, the company also operates under other monikers. Look for them under AKMotorhomes.com, and AK Motorhomes. Before you plunk down your credit card on an RV rental, exercise due diligence. Check out the company’s rating on the BBB web site.