Alannah
RENTER DESTROYED OUR TRAILER AND…
RENTER DESTROYED OUR TRAILER AND INSURANCE STILL HASN'T BEEN PAID OUT! My trailer has been damaged for over 30 days and is not being able to be rented out due to the damages. The insurance company has not paid out and is waiting on the funds. I will never use neighbors again. Not only did my trailer get destroyed, the renter keep it 2 days past the rental time and was not paid for, I was told to just keep messaging him to see when he'll return it. He stole the spare tire and rim and the deposit that was supposed to cover things like that NOT an insurance claim for damages they applied it to the insurance. I am at a LOSS of use for all past, present and future rentals, and a spare tire Its just sitting there waiting to get repaired even though we used the platform for the INSURANCE! I will NEVER use the app again and WILL tell everyone not to use their platform. Update- after leaving a review they finally submitted it but lied when they said and are now holding part of the insurance due to a bad renter. “ We also want to clarify the communications you have received, as we recognize they may have caused some confusion. There are two separate processes currently underway in connection with your request. The first is your reimbursement through NT Protect — this is the process by which funding for your trailer repairs is being addressed, and this process has not changed. The second is a separate matter involving the renter's charges, which includes the deductible, the additional rental time, and other amounts for which the renter bears responsibility. The correspondence you received was related to that second process. It does not hold up or otherwise affect your reimbursement. Nothing communicated to you previously was inaccurate — both processes are proceeding simultaneously and independently of one another.” To now receiving “Part of your settlement was funded by the $$$ we collected from the renter toward the deductible. The renter has since disputed that charge with their card issuer, and until that is resolved we can’t count it as recovered. We are not going to hold your payment while that plays out. Your check for $$$ goes out tomorrow. That is your October 1 settlement payment of $$$ less the $$$ that came from the renter’s charge, and it is in addition to the $$$ deposit you have already kept. We are contesting the dispute, and the renter’s account is also being referred to collections for the $$$ deductible and for the late-return days on the booking that were never collected. If either amount is recovered, through the dispute or through collections, it will be paid to you: the $$$ as a second settlement payment, and the late-return charges under the booking’s own terms.“
Response from Neighbors TrailerOct 8, 2026
Alannah, we’re sorry for the experience. We can confirm your claim was settled and a check was issued on October 8th to your address on file. If you have not received it within the next few business days, please reach out at neighborstrailer.com/contact-us and we’ll follow up immediately.