Not the unit I was promised,
No hot water for days, had to call serviceman, shower flooded into bedroom,
Slide out leaked,
Received service call reimbursement after calling, 4 months later.
Part of the hitch fell off on the road......
Response from American Dream VacationsOct 13, 2018
Mr. Lammers,
I am sorry that you had a less than perfect experience. While it is not uncommon for new vehicles like the one you took to have a handful of minor items during the first couple of uses, also known as a "shakedown," I realize that you expected much more.
Your feedback is greatly appreciated and taken seriously. It was directed to the appropriate departments so that the cabinet door could be properly resecured, the new shower caulking could be reviewed, etc.
I encourage you to reconsider our offer to get you into another trailer on us so that we can prove to you RVing is fun!
GC
GINA C.
Mattress was thin old
Mattress was thin old, wire coming through. Ruined the whole experience. F-
Response from American Dream VacationsAug 6, 2018
I apologize for discomfort of the mattress. RV mattresses are known for their sub-par quality even when new from the factory. As this is an industry wide issue, I don’t feel that it was due to any oversight on our part pertaining to the vehicle you rented. Having said that, it is always recommended that you come out and look at the vehicle you plan to rent to allow for clear expectations.
MR
Michelle R.
Windshields are not covered????
We absolutely enjoyed out trip in the RV and it provided us with all of our needs. Our problem began when we were on the road we got a rock chip in the windshield and it immediately spidered out. We purchased all the extra insurances that was offered to us and to our surprise we were informed by American Dream Vacations that the windshield is not covered and our insurance would need to pay for that. We called our insurance and since the insurance policy only covers your vehicles obviously it wasn't covered. We are currently seeking a lawyers advice due to the fact that they want us to give them an additional 3000.00 for the windshield repair. We believe that should have been covered in the insurance policy we purchased through the rental company and if it wasn't we should have been told up front. A broken windshield from road debris is not something you can prevent. Very unhappy customer and we will not be recommending anyone to do this in the future without knowing exactly what is covered.
Response from American Dream VacationsAug 4, 2018
Mr. Routt,
Often times, renters are unhappy when made responsible for found damages. Although, you accepted that the damages occurred while the motorhome was in your possession, you are asserting that American Dream Vacations has somehow been unfair in this.
I can assure you that charging for repair of the damaged windshield is in no way an attack on your character nor is it believed that it was done intentionally. Unfortunately, we cannot be responsible for the circumstances of use such as the possibilities of poor terrain, following too closely, or simply road debris.
All of the vehicles that we rent out are individually owned. While charging for damage is not one of the best parts of our job, we are obligated to the owners of the vehicle to make sure their units are made whole again.
The insurance that is included with the rental, at no additional expense, covers collision with an automobile and liability. Without any additional costs, this structure makes you liable for $2,000 in the event of a covered accident, such as collision with an automobile or a liability situation.
The CDR was purchased which lowers your liability, in the event of a covered occurrence, from $2,000 to $1,000. The included coverage does not change.
Anything outside of this, such as comprehensive scenarios, hitting a deer, damage as the result of negligence or simply non-covered damage is the responsibility of the renter. Often times, this can be handled and covered through the renter's personal auto insurance.
Any shortcomings in your personal auto insurance coverage should be resolved directly with your insurance company.
I appreciate you pointing out that the vehicle filled all of your needs and that you enjoyed your trip.
Your business is very much appreciated.
CN
C N.
Don’t Waste your money/Terrible Customer Service
The only reason they received 1 star is that you have to choose at least 1 star to write a review. We rented a 35 ft pull behind trailer in July. A/C would blow but only hot air. Called and the next day they sent a mobile repair person who said that there was no way the unit had been serviced. It was cooler outside in over 100 degree weather than inside the trailer. When it did start running it blew chunks of ice and “rained” inside the trailer. Then a fantastic rotten egg smell developed inside the trailer. We called numerous times and left several messages with no one calling us back. When we returned we submitted the proper paperwork and today received a letter stating it had to be inoperable for 24 hours in order to receive any compensation. They did give us $340 gift certificate that is USELESS because I would never rent from them again or refer anyone to this company. If you are contemplating renting from them, DON’T!! Go somewhere that actually services the units and has some type of customer service. We spent 1 week in a travel trailer that cost over a $1000 with 90 degree air blowing. We know this because someone traveling with us had a wind temperature gauge with him. We lost 2 days of our vacation trying to get in touch with ADV and then waiting on the repair person. This is the second we have had a problem with ADV. The first was in 2013 at the Houston location.
I also find it very interesting that some of their 5 Star reviews are from employees to boost their own ratings.
Response from American Dream VacationsJul 31, 2018
I would like to first apologize for the inconvenience you suffered with the travel trailer. It is always our hope that every customer go and come with nothing but fun in between.
Unfortunately, as with all things mechanical, this isn’t always the case.
I understand the frustration with an air conditioner not cooling as desired. In the Texas heat the air conditioners make the vehicle much more comfortable, but these units are working very hard to do this. Under perfect conditions, the A/C can bring interior temperatures down to about 20 degrees cooler than outside temperatures. If outside temperature is 104° the interior temperature would be only as cold as 84°. Of course, there are several variables that affect the end result.
Once we were notified of the issue, we immediately took steps towards resolution. When a vehicle is still mobile and the nature of the failure is not drive train related, it is company policy to direct the vehicle to a physical repair facility which is often the quickest and surest way to correct issues.
Having said that, in effort to reduce your overall inconvenience, a mobile repairman was found, dispatched and authorized Saturday.
Following the return of the vehicle, after the technician visited and after inspection of the roof air conditioner, we found no problem with the functionality. Although I am not denying that you experienced problems with the A/C, we have been unable to replicate the issue and the vehicle has since been on multiple rentals without issue.
As you mentioned, in consideration of your inconvenience, we offered a 2 night gift certificate for the use of any trailer, valued up to $340.00. This will never expire. While the idea of RVing may not appeal to you now, you never know what needs/wants may arise in the future. I encourage you to put it away for a possible future use, on us.
I assure you that we offer some of the newest, cleanest and overall nicest RVs around. We send out thousands of rentals a year making many memories for happy families.
Your business is very much appreciated and we would love the opportunity to get you out in another vehicle, on us.
JE
Jeffery E.
By far the worst experience
By far the worst experience
This is the second time we have rented from the San Antonio location. The unit we rented was probably the oldest unit on their lot, had tons of damage inside and out. It smelled of sewage in the largest compartment, the floors and carpet were dirty. When my 10 month old daughter crawled on the floor she got her knees and tops of her feet black instantly. The unit wasn't cleaned out completely before our pick up. The 2nd rear grey water tank had not been dumped in who knows how long, cause when it overflowed on the first night on us, I found the compartment to be dusty and literally had spider webs in there. No one, I guess, has ever found that compartment till I did. It was the worst smell coming out from the rear bathroom and flowed into the living area where my daughter had just started crawling in it.. I was beyond livid and was about to call the company to come pick up the unit. When I informed them of the issues I had with the unit on return day, they simply gave me a form to fill out and mail back in for possible credit. Well I filled it out and received no refund of any kind. They did, however, refund the $200 deposit as they always have. I gave them a chance and waited for a possible credit or just a phone call to apologize and that has yet to come. This is the last time I will ever rent a trailer.. They have nothing but old units that have damages from careless people, and I don't see any value in renting. Aside from the unit its self, they were able to work with me on the date of pick up and let me pick up early, and return late, as it was a 5th wheel and they are less likely to be rented, due to the means of transportation. The staff is knowledgeable and can answer any questions you have. Some of the guys that go over they pick up and orientation feel like they are rushing you to hook up and leave. If you decide to rent from here, make sure the unit you are getting is fairly new or has little problems as possible. I know I'm sure I wont be back again.. Jeff Engleman, Beeville, Texas
Response from American Dream VacationsAug 3, 2018
Mr. Engelman,
I am very sorry that you had a bad experience. Your repeat business is very important to us.
Before each RV leaves, it undergoes a thorough inspection. Part of this inspection includes emptying the waste tanks. Even with minimal usage, it would not be abnormal for the gray tank to fill up in one day. While emptying the waste tanks is expected when using an RV, you should not have to empty waste from a prior usage. I can assure you that this will be brought to the attention of the appropriate department so as to avoid this type of oversight in the future.
As for the sensors reading incorrectly, unfortunately, this is something that is inherent to almost all RVs. The sensor system is such a rudimentary system that is allows room for error. I apologize if this caused you any inconvenience but this issue is not eligible for reimbursement.
Your feedback about the general cleanliness of the trailer is much appreciated and has already been brought to the attention of the necessary individuals. We pride ourselves on the thoroughness of our housekeeping department and it is disappointing to hear that your expectations were not met.
We encourage everyone to come out and view the vehicles prior to renting to allow for clear expectations. Our vehicles are all clean, late model rental units but occasionally show wear and tear from previous usage or even damage.
I do appreciate you pointing out that our staff is knowledgeable and that we were flexible on both the pickup and return times.
However, I did not notice mention of the gift certificate we offered. We would love to get you out in a 2018 trailer of your choice, on us.
Your patronage is valued.
TP
THERESA P.
Rented 2 trailers to accommodate…
Rented 2 trailers to accommodate overflow company for a family event. Drove them 25 Miles one way. They weren’t properly cleaned—had to clean them when we got home. Used them 1 night for guests. As an owner of RVs for 20 years we know how to take care of a trailer. After returning them they sent a picture of damage done underneath to the holding tank pipe which would have shown leakage when we had it. Don’t count on having any success disputing any claims with this company.
Response from American Dream VacationsAug 4, 2018
Mrs. Pesquera,
Often times, renters are unhappy when made responsible for found damages. The video damage inspections completed prior to departure includes renter participation to avoid discrepancies following the use of the vehicle.
Many times, family events such as reunions, etc that require mobile sleeping arrangements for overflow are held in rural areas, nature reserves, state or national parks, or spans of property. Undercarriage damage, including plumbing, can easily become damaged. Due to the size and weight of the vehicle, even if underbelly damage was the result of typical road hazards, it would not necessarily be a jarring or notable experience for the driver.
I can assure you that charging for repair of the damage is in no way an attack on your character nor is it believed that it was done intentionally. Unfortunately, we cannot be responsible for the circumstances of use such as the possibilities of poor terrain, general accidents or simply road debris.
All of the vehicles that we rent out are individually owned. While charging for damage is not one of the best parts of our job, we are obligated to the owners of the vehicle to make sure their units are made whole again.
EK
E K.
Renting from this company is not worth the risk of a bad vacation
Renting from this company was a horrible experience! The unit air was working in the yard before we pulled off because it was connect to ac power. It worked only intermittently afterwards but sadly we had already left town. It was miserable traveling through Texas in July with no air so we traveled at night. We called from South Padre for them to send some help but they had no vendors in the area that could help. We rented for ten days but we brought it back after seven. They would not refund me the three days we were not keeping it stating we had to fill out a form and they might consider doing the right thing. Not worth the risk. We use another RV vendor with much better service.
LR
Larry R.
Out of business. Kept our deposit.
We cancelled a reservation in June 2017 because a member of our party was hospitalized and were told we would get $100 of the $300 deposit back.
After 8 emails and phone calls, still no return of the deposit. In the last phone call in January 2018, they say they went out of business, but would still try to find a way to return our deposit. But nothing.
