American Dream VacationsReviews of americandreamvacations.net

Response from American Dream VacationsJul 15, 2019

Mr. Guerrero, I realize that being charged for damaged or missing items can be disappointing. There are many checks and balances in place to prevent discrepancies beginning with a thorough video damage inspection of which all customers are encouraged to participate in. I can assure you that our interest is in earning and keeping customers for repeat business as opposed to "nickle and diming" them via unfair business practice. All of our vehicles are individually owned and we must uphold our responsibilities to them to charge for any missing or damaged items. I realize scenarios exist that could be out of your immediate control but unfortunately don't remove responsibility or liability. While we do no believe the missing wheel cover was something that was lost intentionally, these can fall off when clipping curbs, driving in rough terrain, etc. The cost for replacement and installation was $121.51 which in the industry is by no means unfair. All deposits are refunded within 10 business days, which equates to approximately 14 regular days unless pending damage. Today is the 10th business day from your return. We will process the remaining deposit as soon as possible, only withholding the additional mileage and the fair replacement cost.

Response from American Dream VacationsJul 15, 2019

Mr. Copeland, Your long continued business with us is much appreciated. It is always unfortunate when damage becomes part of the equation. We have many checks and balances in place to avoid discrepancies beginning with a video inspection with customer participation. Through these checks and balances, we identified and clarified existing damage. Note, a refund for the failed generator was indeed applied to the account and a fair and reasonable price for the true damage was provided. The remainder of the deposit has been refunded.

Response from American Dream VacationsJul 6, 2019

We are having trouble locating your record or any record for an "Allen" with damage charges out of the Houston location. I would encourage you to contact either the local branch or corporate office to clarify and more importantly look at resolution. All vehicles undergo a multi-point inspection prior to departure to ensure functionality and safety for our valued customers. We do this to ensure positive experiences thereby reducing the likelihood of customer inconvenience. When faced with last minute issues, we will not abandon a customer due to closing but rather offer the options as available. In this purported, yet hypothetical situation, the options would be to remedy the issues at hand, or prepare another vehicle. Both require time, patience and understanding. Neither are favorable but our best interest is getting the customer safely and quickly on the road to a successful experience. All customers participate in a vehicle orientation/demonstration at the time of pickup. Part of this process includes a video damage inspection also including the customers' participation. This same video inspection is completed upon return which alleviates discrepancies. We have no interest in nickle and diming customers for damage but rather protecting the owners of the vehicle while maintaining our rental customer base. The way to do this is to remain fair both before and after the rental. Again, if you have experienced something different, please contact your local branch or the corporate office for clarification and resolution.

Response from American Dream VacationsJun 7, 2019

Mr. and Mrs. Curtis: Mark and I are so very sorry you feel like you had an unpleasant experience with us at American Dream Vacations-Fort Smith. We've always prided ourselves on making sure all of our customers have the best possible experience from start to finish. On the unit you had reserved, the air conditioning was in perfect working order but the on-board generator failed at the last minute. That can happen. On board generators can be fickle sometimes. Instead of wasting a lot of your vacation time trying to track down the problem (because sometimes the glitches can be time consuming to track down), Mark made the decision with your permission to move you to another unit. A unit that had not been scheduled to go out for the Memorial Weekend. Since it had not been expected to go out, it had to be thoroughly cleaned (Mr. Curtis was actually in the unit at times while it was being cleaned) and a full make ready procedure had to be done on it before it could leave our property. Our customer's safety and comfort are our top priorities so this does take some time. I would like to add that the unit you were moved to was actually a much larger, more comfortable, more expensive and probably more suitable unit to the large group you were traveling with than the unit you originally reserved and our store did not charge you one dime more for it because we felt like we had inconvenienced you. Again, we are very sorry you feel like you had an unpleasant experience at our store. Mark & Karen Jones

Response from American Dream VacationsMar 26, 2019

Laurie, I am sorry to hear that you had such a bad experience. I attempted to locate your account, without luck, so that I could better understand the circumstances and location that it was rented from. RVs are complex pieces of equipment, essentially houses on wheels. Every vehicle undergoes a multi-point inspection prior to rental to ensure the safety of our customers and their families as well as reducing any potential on-the-road inconveniences. All of our vehicles are individually owned which leaves us not only responsible to the end user but the vehicle owner too. It is always our hope that every customer go and come with nothing but fun and satisfaction in between. Unfortunately, with all things mechanical this isn’t always the case. It is not our practice to misappropriate damage responsibility and several checks/balances are in place to avoid discrepancies. These include videos, pictures, customer participation, vehicle instruction/orientation and multiple resources for proper operation. Our interest lies in offering the best possible experience so that our customers not only return but also refer RVing as a comfortable, cost-effective and fun way to travel. Please let us know what we can do to resolve your dissatisfaction.

Response from American Dream VacationsOct 25, 2018

I apologize that you felt misled. We are in the business of renting RVs. When the need for a driver was mentioned options were offered. The most recent offering was using a 3rd party company that specifically handles these types of requests such as providing drivers for high profile people, etc. We commonly setup drivers for VIPs. I am not sure where the disconnect is but feel free to contact us to further clarify.

Response from American Dream VacationsOct 25, 2018

Looking at your account Mr. Vera, it appears that the vehicle you rented was a late model 2015 in good condition. The account shows a broken shower clip which resulted in $5.50 being withheld from the $500 deposit. $494.50 was refunded as promised. This seems very fair as we are obligated to the owners' of the vehicles to charge for damaged items and keep things in good working order as well as in good, rent-able condition. It doesn't show that you were charged for cleaning. Thank you for taking care of the vehicle. Yes, we do ask that customers return the motor home or travel trailer in the condition that they picked it up in, including washing the exterior and cleaning the interior. Of course, for those customers that would prefer not to mess with it, we offer a cleaning service for $89.00 which is well below aver detailing cost in the industry.