ComplaintsforMeadowbrook RV & Boat Storage

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rent storage unit ** for my RV. The services they provide are specifically listed on their website as "Dump Station and Wash Bay Here at Meadowbrook RV & Boat Storage, many customers like to store their vehicles at our covered and uncovered parking spaces. RV owners love the convenience of our dump station and wash bay. Not only can you store your RV with us, but also keep it maintained so its ready for your next outing. Its just one of the many ways we look out for our customers." I dropped off my RV overnight on August 26, 2022 after a trip, but the dumpstation's potable and non potable water supply both had been shut off and I was unable to dump or fill up my RV after the trip. I called, but since this was at night, the business was closed. I followed up today Sept 1, 2022 that this was a problem because I was unable to utilize the services they stated they provide. They said someone messed with their water supply shut off valves, that it's not their fault if that happens and refused to compensate me in any way for not being able to have access to that service they said they provide. I said I should receive some kind of a discount on my bill to compensate for that service not having been provided as promised. She yelled at me and said it's not their fault and they will not discount my bill. This is unacceptable that they won't even admit responsibility, let alone discount my bill for a failure to provide the services they boast on their website that they provide.

  Business response

  09/08/2022

  My name is David R********, and I am one of the owners and the General Manager at Meadowbrook RV and Boat Storage. I appreciate you giving us the opportunity to provide our perspective on this disappointing complaint. We have been open for almost two years now and have had nothing but glowing praise of our facility and service.
  
  On 9/1/22 we received a call from **************** stating that on 8/27/22 she was unable to get running water from our dump station. We immediately addressed the issue and found that the water supply to this source was just turned off by another customer (this valve is accessible to be turned on/off by all our customers). We also have multiple water hook ups that every customer has full 24/7 access to that were on for *************** to use on 8/27/22. When **************** called on 9/1/22 she mentioned that she had called as soon as she noticed the issue with the water, but our phone systems show no calls during that time frame. We are fully staffed and able to address all concerns during our operating hours and would have been eager to help if we had received a call.
  
  *************** also mentioned that she was told that we would not offer any compensation for this issue. Our customer service representative is not authorized to issue credits but when she asked for ******************* name and account number to make a record of the incident, she was hung up on. Our customer service representative then reached out to me, her supervisor, to see what we could authorize for compensation. Before we could respond to *************** to address the concern, we received the complaint from BBB.
  
  We are always happy to respond to all our customers to either properly reconcile the concern or retrain them on how to properly use our facilities. Unfortunately, we were not granted that opportunity by ****************.

  Customer response

  09/08/2022

  Complaint: ********

  I am rejecting this response because: Had I been met with any compassion as a loyal customer or any understanding of the predicament this lack of promised services caused, or at a minimum did not scream at me on the phone when I voiced my concerns, I would not have gone to this extent of reaching out to BBB in the first place to mediate this issue. This is why I am requesting a discount compensation. The business owner now does have my information and can do this. At this point, that is the only thing that will solve this issue between this business and I- a partial refund on my bill for the month of August 2022. If that is not provided, then I no longer wish to do business with an owner who does not deliver on the services his company promises to provide.

  Regards,

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩