ComplaintsforCanaDream Inc.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction on September 18th, 2022 Amount paid $1279'04 Business committed to provide a RV for the dates requested. The dispute is about the cancellation policy as I got a ***** injury and me and my family could not enjoy the services. ** ********* **** * ********* *** *** *** ********* *** **** *** **** * *** ** **** *** *** ***** ** *** ** *** ****** *** ******* I contacted Canadream to tell them about my injury but they just stuck with the cancellation policy and said they could not refund the amount as the booking was less than 14 days away (October 6th). Canadream did not even ask me for the medical reports, ***** ***** ** **** **** **** ** *** ********* ** **** ***** *** **** ***** ** * ******* **** **** **** ***** *** ****** Few days before the October 6th they cancelled my booking which freed the RV to be rented to another customer, ****** ******* *** ****** On top of that, Canadream charged me $187 for an add-on on extra kilometers, and another add-on for the RV preparation of $205 which ********* did not even offer to refund for those add-ons **** *** *** **** **** ********* ** ** ******* * ******* ****** **** ***** *** ****** ** ***** ********** I know there is a cancellation policy but not understanding someone got really injured makes me not want to give business to that company. Canadream only offered me to change the name of the booking for a family member, but my family had to look after me. *********** ****** ** * *******

  Business response

  04/11/2022

  Hello,

  The cancellation policy is communicated to the guest several times, including with the quote, and again at the time of booking, (not to mention on line on our web site.) The booking was not cancelled within the parameters that are required in accordance with our booking policies, and we were not able to book another guest in the RV that was reserved, contrary to the guest statements. We also encourage guests to obtain trip cancellation insurance through private insurance companies, as we are not able to sell insurance products ourselves. In this case, the ****** party apparently declined to obtain that trip cancellation insurance. As a gesture of goodwill, we did offer the guest to allow the booking to be transferred to another person, which they declined at the time that they called us, 12 days after booking, on Sept 24. we did try contacting them again on Sept 26, 30, and October 3, but did not hear back on the same e-mail that they used to connect to us on their booking.

   

  CanaDream prides itself on providing the newest rental fleet in Canada, and sanitizing our units in addition to a thorough service and 120 point mechanical and RV inspection for each booking. We have calculated that preparation cost to be over $750 to our operations team. A booking of $1142 including the insurance to drive in BC, plus the overhead of property costs, payroll taxes, and other taxes, plus advertising, and that $750 cost to prep the RV results in a thin margin of profit, before depreciation and interest charges on a vehicle that costs over $150,000. I am surprised that the guest did not contact us between contacting central reservations to cancel the booking, and the date of departure, despite several attempts by us to see if we could still have them make use of the RV, or to transfer the booking to another person of their choice.

   

  *** ***** ** ******* **** ***** ******* *** **** ****** ***** ******** *** ***** *** ****** **** ** ** ********* * ******* ** ***** ***** *****

   

  Thanks.

  Jerome

   

  **********************

  Customer response

  07/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  Basically, I can see that they still have not empathized with such a big injury and they only care about their money. They provided a break down on cost which does not make sense. If that is true, I do not think that company would still be running. Also, I cannot understand why they do not even refund the money from the add-ons when those are services when the RV is driven and I did not use the RV at all.
  
  
  On the other hand, how can they assure the vehicle was ready? Someone could have used that vehicle until the day before the reservation. And how can they assure the vehicle assigned to me was not rented? Just a simple sentence from them is enough? I have provided medical reports about my injury, they only have provided a sentence regarding that *** ** *****.
  
  
  Finally, they mentioned a cancellation policy obviously but just that is just something they decided on. Does it have some legal base? 
  
  
  I am still looking for a fair compensation.
  
  
  Thanks for your help.
  
  
  Regards,
  
  
  ********
  
  

  Business response

  14/11/2022

  Hello,

   

  Thank you for informing us of the complaint from Mr. ******. We have reviewed it as well as our communication with Mr. ******. It is quite unfortunate that he experienced an injury prior to travelling with CanaDream. Mr. ****** contacted CanaDream 12 days prior to his departure date notifying us of his possible cancellation. We did indeed inform Mr. ****** of our cancellation policy which he agreed upon at time of confirmation. ***** *** ** ****** **** *** * ***** * ********** * ************ ****** * **** * *********.  We advised he speak with his travel insurance for reimbursement. We also advised if he did not have travel insurance to speak with his credit card provider to see if he was insured through them. CanaDream is proud of the products we offer which is a Motorhome experience sadly we do not offer a travel insurance product which is the responsibility of the guest. We do empathise with Mr. ****** we offered Mr. ****** to transfer his reservation to another family member if he was unable to travel. We sent Mr. ****** several emails following up with his possible cancellation to which no response was received. We gave Mr. ****** 9 days to either transfer the reservation to another member or continue with his reservation. Mr. ******’s reservation was cancelled 3 days prior to his departure date.

   

  We are sorry to hear he has rejected the cancellation policy.

   

  Warm Regards,

  Customer response

  20/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  I am being charged for services that I did not use and even most importantly Canadream cancelled my reservation 3 days prior to the start, so I do not see a cost for them. Besides, I cannot find any information about Canadream cancelling the booking in the Terms and Conditions agreement. Canadream mentioned the cost but with a cancellation 3 days prior to the start, Canadream did not have to prepare a RV for my booking. Basically they charge a cleaning service to the previous renter so the RV should be cleaned anyways. **** ********* **** *** ****** **** *** ** *** ** ****** *** ** ***** ** ***** ** * ** *** *** * **** *** ***** Furthermore, I got charged for add-on kms which I did not do and there was not a wear and tear to the RV. * **** **** ** ****** *** ********** Same with the Platinum add-on which I was charged for. Those are services that make sense if I had used the RV but they just cancelled my booking and I never got a refund for it. As I mentioned earlier, I have checked the Terms and Conditions Agreement and there is no information on Canadream cancelling the booking, so I was surprised when they cancelled the booking *** *** ********* ***** ** **** *** ***** **** * ***** *** **** *** ***** ********* ** ** * **** ************* ********** ** **** **** ** **** ** ***** **** **** *** *** **** *** **** ********* *** *** For all those reasons, I feel Canadream is not being fair *** ** ****** ********* ** *** ******** ** ***** **** ** ** ****** **** *** *** **** *** **** ********* ** ** ********

  
  Sincerely,
  
  ********* ******

  Business response

  22/11/2022

  Dear ********,

  My name is Adrianna, I had previously responded to complaint ********* and am happy to follow up on the response from our guest Mr. ******. As previously mentioned, Mr. ****** contacted CanaDream 12 days prior to his pickup day to cancel his reservation.

  Our communication to Mr. ******. On September 24^th, 2022. 12 days prior to departure.

  As discussed over the phone, as this request is received 12 days prior to your pickup date, there would be no refund if we chose to cancel. You may review our cancellation policy here: Cancellation Policy

  We highly encourage you to seek reimbursement though your travel insurance as you are needing to cancel for medical reasons. This is exactly what travel insurance is built to cover so we hope they will provide you with the support you need.

  We look forward to hearing from you at your soonest convenience as to how you would like to proceed. If you would like to discuss alternative options, we would love to hear from you.

  Mr. ****** did not respond. We followed up on the 26^th of September, again no response. We provided Mr. ****** a week to let us know if he could find a relative or alternative to travel. CanaDream waited 9 days form his original request to cancel in hopes he would find an alternative. With no communication from our guest, we cancelled according to his request on September 24^th.  We are sorry Mr. ****** did not respond to CanaDream, as mentioned we did try and find alternative solutions. As per our Cancellation policy which is listed on the bottom of his invoice as well as on our website where he confirmed his reservation. Reservations cancelled within 14 days are 100% non-refundable. We do sympathize with Mr. ****** and understand his thoughts regarding the kilometer package and the Platinum package- if Mr. ****** would like to contact CanaDream directly at booking@canadream.com we would be happy to offer a refund for these two add-ons. To confirm we would be offering to refund the kilometer package and the Platinum package. The request for contact directly is to confirm personal information for Mr. ******’s banking.

  Please let us know if you have any further questions.

  Warm Regards,

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