Complaint Regarding Faulty Motorhome Rental

The customer is writing to Canadream Customer Relations to escalate a complaint about a rented motorhome and requests immediate intervention from a manager with authority to resolve the case and approve a financial settlement.

A technician confirmed that the motorhome's refrigerator was faulty before delivery due to a defective automatic defrost system, which caused the cooling unit to freeze. The technician stated that the heating element for the defrost cycle had failed.

The customer is now forced to manually defrost the refrigerator/freezer every two days for the remainder of their trip, making safe food storage impossible. This process is time-consuming and inconvenient, requiring advance preparation to keep food cold. Initially, the refrigerator failed to cool, leading to the spoilage of approximately CAD 1,000 worth of groceries.

Despite immediate reporting and providing their itinerary, the refrigerator was not repaired until the sixth day of their trip, causing significant disruption, especially with two young children. The defect led to additional expenses for repeated grocery shopping, restaurant meals, extra driving, lost holiday time, and the purchase of a hairdryer for defrosting.

The customer praised the technician for being professional, helpful, and confirming the pre-existing defect. However, the refrigerator is not the only serious issue encountered during their rental.