Complaints

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented kayaking gear from this company. I arranged for a third party to return the gear, and they did not do so in a timely manner. I understand that an overage charge is appropriate given the delayed return. But they have not only over-charged me for the delay, they have fraudulently charged me inflated replacement prices for gear that was returned to them (i.e., they are trying to make me "buy" equipment I gave back to them).

  Business response

  09/17/2024

  The customer made a booking with ******************** to rent a packraft from August 11, 2024 through August 19, 2024. The customer paid to have the packraft delivered to the ********************** in ********* on August 11th, 2024 and was scheduled to return it to our ********* location on August 19, 2024. On August 21st I emailed the customer asking for an update as to when the packraft would returned. The customer informed us that he changed the plan and did not returning it to our ********* location. Rather he called an Uber driver to return it to our location in *********. This change was never communicated to nor approved by Alaska Outdoor Gear Rental. I informed the customer that we had not received the packraft. He said that he would look into it and get back with us. On August 22nd the customer was notified that he was charged for the missing items that had not been returned on the 19th as planned.

  On August 29th we were informed by the customer that he had gotten in contact with the Uber driver and that it would be returned to our location in *********. The packraft was returned by the Uber driver on the 29th. This is a full 10 days after the packraft was scheduled to be returned. The **** driver informed us that he had returned it to the wrong store initially and it sat there for 10 days. Upon inspecting the packraft it was noted that several items were missing (Inflation tube, Repair Kit and compression strap). 

  The customer was refunded the replacement costs that had been previously charged minus the 10day extension for the rental and the three missing items.

  The customer complaint is inaccurate and needs to be removed or legal actions by Alaska Outdoor Gear will proceed. 

  We wish to be contacted by a representative of the BBB to discuss this fraudulent claim and discuss legal actions. 

   

   

   

  Customer response

  09/26/2024

   
  Complaint: 22252449
  
  I am rejecting this response because: all of the items were returned.  It is fraudulent to charge me for "lost" equipment.  They are saying items weren't returned, but they were.  This is a lie to price ***** me because they are clearly somewhat hysterical about this issue, given the histrionic bluff of "legal action."  They need to get over their emotions and refund the money they stole from me.  
  
  Sincerely,
  
  **** *********

*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. ↩