À propos de Kalen

This was a last minute booking and we moved quickly to get it done for the guest. They changed the pick up time and we accomodated with no additional fee. I offered them a courtesy free parking of their car at our storage. They declined. Our cleaners got it cleaned. Everything was checked. All seemed fine. At pickup, an issue was noticed with the fuel pump that we had not experienced. (this has been a popular unit and we have never had any issues or complaints). Babies were crying in the car and they agreed to drive on the destination in their car (they had already planned to take their car) and we offered to deliver as soon as the fuel pump was fixed. We got it fixed within 2hours and our driver/tech delivered (at no charge) over an hour away. Did the walkthrough and setup, got a signature. They ran the generator all night (its what they told our tech) and beyond the free 4 hours and the next day, they called with a generator issue. I sent our tech to the site and also told him to take a brand new generator we had purchased that was still in the box. We left that behind at no charge. They noted other discomforts referenced in the messaging. And, finally, they refused to drive the unit back to our storage. So, we had to send a driver for pick up. They did not pay for refuel. They paid for no dumping fee. They paid for no delivery fee. I did not ask them to pay for the additional charges and decided to simply absorb the loss and move on. However, now, after we have picked up the unit, they are asking for a refund. This is not acceptable. I offered to give them a $200 credit for a next visit. I am confident we have proper documentation and know we acting expeditiously to every call and discomfort during their visit.