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El Monte RV
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El Monte RV Complaints 7

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1:16 pm EST

El Monte RV RV rental

We rented RV from El Monte in McKinney, TX in October 2021. Customer service was terrible! Good luck when something breaks on the RV. Our water pump broke, tried twice to get it fixed with no success. We were without water for 4 days (had RV for 13 days total), unable to wash hands, dishes or flush the toilet (!), and had two of our children with us. We were told "you could have used a water hose"...?!, unacceptable and RUDE! That's the whole point to rent an RV, for the convenience of your trip, so you don't have to pull over to the gas station if you or your child needs to use the bathroom, or you want to cook and wash dishes. Then only got a $165 discount. Also would NOT use their insurance as it has a $1K deductible. Caught a rock from a semi and there went $400. Also, they gave us at checkout a broken coax cable and leaking water hose. I would NEVER rent from them again and will tell everyone who wants to rent an RV to stay away from EL Monte RV rentals in McKinney.

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2:38 am EDT

El Monte RV Horrible service! Blown tires! No apologies.

We paid for 5 days, but were told we cannot pick up the vehicle til after 1pm on the first day because it would not be ready yet. We showed up at 3pm, and they were still replacing a tire, told us it would take another 20 mins, we waited another 2.5 hours. This was the first sign that they did not value our time.
After our long weekend, we were 3 hrs into our 4.5 hr drive home when 2 back tires blew. We were told about their roadside assistance at pickup, so initially we were not concerned, we assumed help would be on the way promptly.
The initial phone call they told us we would receive a text with an ETA soon. Our family had stopped to help, but since we were told someone would be on the way soon, they went home.

5:34 first outgoing call to roadside assistance - 5 mins
6:09 outgoing to roadside assistance- 7 mins
6:18 outgoing to roadside assistance - 6 mins
6:26 incoming from tire place asking for location - 8 mins
7:22 outgoing to roadside assistance - 7 secs
7:23 outgoing to roadside assistance - 2 mins
7:34 outgoing to tire company - 13 mins
7:48 outgoing to roadside assistance - 1hr 22 mins
8:33 Text message saying service was canceled
8:36 outgoing 3 way call to tire company while on hold, tire company was now closed - 36 mins
9:12 outgoing to roadside assistance - 6 mins
9:18 outgoing to roadside assistance - 58 secs
9:20 outgoing to roadside assistance - 19 mins
9:45 outgoing to roadside assistance - 1 min
9:48 outgoing to roadside assistance - 43 secs
9:48 FIRST CALL BACK FROM ROADSIDE ASSISTANCE! (4 hours later) Asked for mileage, told us to hide the keys, said to get everything & everyone out of the RV. They were going to tow it. With NO resolution on how we were going to be able to get home with 5 adults, 4 children and 3 dogs. Ending the conversation with "Have a good night." - 2 mins
10:16 incoming from tow truck company - 2 mins
10:18 outgoing panicked phone calls to friends & family til we found someone to help us

We were trapped in the middle of nowhere off US93. In the Nevada desert during summer, with monsoon storms all around us. Only 1 person having cell phone service. Vehicles driving passed us at 70mph + all night. We were all on edge.
It took us another few hours to get home. We had to call numerous people to find a way to get 12 of us home (INCLUDING CHILDREN AND DOGS), plus all of our gear. Sitting on the side of the highway in the pitch black of the night.
We arrived at home after 1:30am We were forced to throw away hundreds of dollars in food. Our relaxing camping vacation with family was ruined by the stride assistance.
We went to there in person as soon as they opened at 8am the next morning. They informed us that we could be held liable for the tires, and that they couldn't close out our account until they received notification from the dealership on fault, mileage and generator hours.
The staff there did not offer any compensation, no apologies. In fact.. One of the employees felt the need to point out that we had used cuss words twice… Not taking into account the pure frustration and lack of sleep we had been experiencing from this entire situation.
We left after being told we would be called by noon, so they could speak with the dealership first. When they did call all they had to say is that our security deposit would be deposited back into our acct, but made sure to mention that WE should have been held liable for the tires. They claimed they needed to wait to get the mileage & generator hours from the dealership, but we actually received a phone call from that dealership asking us where we had hidden the keys, 2 hours after they had called us with their "resolution". So clearly they were just buying time and wanted us to leave the premises.
They put my entire family at risk in so many ways. By sending us on our way with bald tires, having only fixed 1 of them. By leaving us stranded on the side of the highway for hours without any regard for any of our well being. The tire company had at least asked if we were safe, El Monte did not.
If they had just told us from the beginning that they couldn't offer us any help, we could have made arrangements to be home a lot sooner than we were. Instead they had no regard for our time or safety.
No other compensation. No apologies. Still paid full price for the trip. I think that is extremely unacceptable.
I will obviously never use them again, and will be sure that anyone I know will not use them either. I only hope my reviews will keep people informed so no other families are put at risk of a serious accident, or being stranded in the middle of nowhere, during a desert summer.

Desired outcome: Refund

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7:03 am EDT

El Monte RV rv rantal

##Warning##
I rented an RV on the 25 of June 2018. It was my first time using an RV so everything wasn't unfamiliar. you first look outside the vehicle to see if there's any damage that wasn't caused by you. so I walked around and pointed out some scratches, nothing serious. on the 28 of June I returned the RV after I was using all of its facilities. when I returned the RV, the girl at the desk also took a look around the RV and signed that everything was the way the RV was received. they told me they released my deposit (1000$ when you take the RV). after a few days, I receive an e-mail from El Monte RV, saying I damaged the grey waste tank and that it was covered with duct tape. while I was traveling with the RV, I noticed the duct tape when I removed the waste, but never thought it was something irregular since it was my first time in an RV. and of course I would never put one myself. what would be my motivation - if I had an issue with the waste tank I would just call their support as they require, which is much more simpler to me than trying to fix something I know absolutely nothing about. so they took all the 1000$ for damage I did NOT do. I tried reaching out by mail 5 times and no one answered. I called repeatedly, and every time they pass me through to someone else and said the manager will get back to me. they ignore me completely and stole my money. no other way to put it. I highly recommend not to rent there. it completely ruined my honey moon. of course I plan to take legal action, but everyone also deserves to know.

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Is El Monte RV Legit?

El Monte RV earns a trustworthiness rating of 91%

Highly recommended, but caution will not hurt.

Our conclusion: After a detailed review, ComplaintsBoard finds El Monte RV to be a trustworthy company. Although there's a 14% resolution rate for customer complaints, which deserves attention, El Monte RV is known for their high standards and safety. If you're thinking about dealing with El Monte RV, it's wise to check how they handle complaints.

We found clear and detailed contact information for El Monte RV. The company provides a physical address, 2 phone numbers, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

A long registered date for elmonterv.com can be seen as a positive aspect for El Monte RV as it indicates a commitment to maintaining the website and its domain name for a long period of time. It also suggests that the company is organized and has taken steps to secure its online presence.

The age of El Monte RV's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.

Elmonterv.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Elmonterv.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Elmonterv.com appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.

However ComplaintsBoard has detected that:

  • While El Monte RV has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 14% of 7 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
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1:38 am EDT

El Monte RV El Monte RV

I know this is late, but last year we rented from their LAS Vegas office, first of all they drove off before we got to the early pick up point, a service we had paid extra for, so we lost half a day there. Then the RV wasn't ready, so we wasted more time. Then 3 days into our 7 day trip, the sewage tank fell off the old RV that they had given us, in the middle of nowhere, I was then told I needed to drive it for 6 hours to salt lake city to get a replacement, because they don't deliver replacement vehicles. After a couple of hours of major negotiation they agreed to send us another RV, but we had to wait x2 days for it to be delivered and then it was almost 4 hours late when it finally arrived. The manager Alex, a german guy, agreed to refund x4 days for losing almost half of our holiday, we were promised numerous times, that the refund would be immediate and ###ted by the manager about how corporate would be calling us before we left the country to apologise and refund us, which they never did.

After we got back to the UK, I spent quite a lot of money on phone calls to Alex, who continued to promise me the refund of four days, my wife also called and he was extremely rude to her, refusing to talk to her as it wasn't booked under her name, even though he had and spoken to her several times. In the end we received 2 days refund about 2 weeks after we'd gotten back. Do not use this company, they are major cowboys, who just take your money and don't care about their customers!

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5:49 pm EDT

El Monte RV Used RV

Purchased a used RV from these people 3 months ago...have driven less than 2000 miles -- had a major engine failure. Their warranty states 12, 000 miles/1 year on the engine/drivetrain. Contacted them...they have NO intention of honoring the warranty...kept coming up with excuses and stating that a spark plug that blew a hole in the engine was not covered -- although NOTHING on the warranty document so states. Their Customer Service was extremely unprofessional...they don't live up to their promises...if you have a choice in purchasing a used RV, my advice is NEVER purchase from these people. Moreover, while on the road, we ran into folks who had rented from them and they were FULL of complaints about the unit they had rented. Their fridge had failed and they had lost $150 worth of food and El Monte (when contacted) had NOTHING to offer and no help to give these people.
Don't buy from them...don't rent from them...save yourself a LOT of hassle.

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6:04 am EDT

El Monte RV Horrible experience

Horrible Experience with this company. I would never rent from them

again. In my opinion, the RV we rented was not properly maintained. We were lucky we made it home safely.

August 2010, my family and I took a family vacation to Myrtle Beach, SC. We rented a RV from El Monte RV of McKinney, TX. We rented RV expecting to travel 2400 miles. 1200 miles from Dallas to Myrtle Beach, SC and 1200 miles back to Dallas. As soon as we pulled off the lock noticeable problems were seen: cabinet doors not staying shut, hood above bathroom not sealed. It was dried and cracked and flapped up and down. However, we made first leg of trip ok. On the way home, with 738 miles left, the right passenger rear tire blew. We were on I-20 W 15 miles from the Alabama border in the left hand lane. We heard a loud boom. My husband struggled to keep control of vehicle. Vehicle lost power and we were forced over to the side barely making it off the busy interstate on the left hand side. We immediately called El Monte Customer Service. They didn't seem to understand the situation. They just assumed it was a normal flat tire. They said they would call us back and we could drive slowly to the service station they found for us. My husband then tried to explain that we couldn't go anywhere. We had NO POWER. He could put the gas all the way down and we went NOWHERE. A service company drove to us within 20 minutes. It was not just a flat tire. It was a bad tire that blew and took out the exhaust. The exhaust was completely mangled. When the tire blew, the tread peeled and wrapped around exhaust causing alot of damage and burning. After 3 hrs of semi's going by rocking the RV with 3 scared kids inside, rv falling off the hitch, getting spare tire on and untangling exhaust enough to drive to the next exit. The service guy followed us to next exit to cut exhaust so we could make the rest of our 738 miles home. The service guy was very helpful. He told us the tire was bad and in no way was it our fault. If we had any problems, to give him a call. When returning the vehicle, we expected we would be reimbursed for expenses incurred and reimbursed for something for what we had to go through to get back home. That was NOT what happened. Instead, the manager told us it was our fault and that we were responsible for all the damages to vehicle. He accused us of running over something causing the tire to blow and all the underside damage. He threatened to charge us for all the damage and even charge for loss of time to rent the vehicle while being repaired. I couldn't believe it. We were being accused of actually causing the damage due to a bad tire. We did absolutely nothing wrong and were being held responsible for them not maintaining their vehicles properly. This is still in progress. We are contacting a lawyer and plan on fighting this. I just wanted to get the word out. Be careful when renting from this company. If you do, please check all tires and make sure they are safe. Do NOT assume they are.

I have pictures. Please email if you want to see them. Thanks!

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Jan Smekal
DE
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Aug 06, 2016 10:07 am EDT

Please don't try to get your holidays to be a nightmare. The motors homes are very dirty and at our three weeks we had so much technical problems (AC, generator, steps, engine, steering, wheels, batteries) which are too long to explained.
Overall EL MONTE wants to get a lot of money with old (130.000miles) RVs without cleaning and any inspection.
__________________________
Der Zustand (Sauberkeit und Technik) des Wohnmobils war mangelhaft. Das WoMo hatte mehr als 210.000km und hatte schon am ersten Tag mehrere technische Mängel die sehr unangenehm waren (Türtreppe war trotz geschlossener Tür ausgefahren, Generator ging nach 60 sek aus, Batterie war leer, Lenkung war ausgeschlagen womit es sehr anstrengend war das WoMo zu fahren, das Licht war nach oben eingestellt).
Den ersten Tag verbrachten wir mit Putzen. Die Polster waren derart verschmutzt und stickig, dass wir diese vor Ort austauschen hatten lassen.
Wir haben selbst ein WoMo und haben auch kein neues WoMo erwartet, aber für 5000 Euro erwarte ich ein Mobil im gereinigten Zustand das technisch gewartet wurde. Es ist eine Zumutung den Kunden fahren zu lassen und erst bei einem Defekt den Mangel zu reparieren. Dadurch sind uns mehrere Tage Urlaub entgangen.
Als Entschädigung haben wir ca. 300 Euro erstattet bekommen. Das hat unserer Unzufriedenheit über das Mobil des sehr schönen Urlaubs leider nicht zurück gegeben.

Die Wohnmobile sollten besser gewartet oder nach 100.000km ausgetauscht werden. EL MONTE versucht anscheinend so viel Geld wie möglich aus den Fahrzeugen zu bekommen. Zum Nachteil des Kunden der mit den technischen Mängeln unterwegs zurechtkommen muss oder entsprechend reparieren muss.
Das kann einen Urlaub schnell einen dunklen Schatten überziehen was sehr schade ist.

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Julie White Gallegos
US
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Aug 12, 2015 2:49 pm EDT

Our experience was a $4000 nightmare and will probably end up in court. If you are considering renting from El Monte R.V. I am begging you not to. I wish I had read reviews before we entered into a contract with these crooks. PLEASE SPEND YOUR MONEY WISELY and take the train, fly or even drive your own car and use motels. Renting with this corporation will ultimately ruin your vacation.

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Anonymous Gramercy
Henders, US
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Jul 29, 2013 4:43 pm EDT

See photo of tire with hardly any tread! If at all. This was a crummy tire. "Made in China".

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Anonymous Gramercy
Henders, US
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Jul 29, 2013 4:41 pm EDT

We got a blow out that almost killed our family. See photos. Also, the El Monte on Boulder Highway in Las Vegas, NV (Henderson) rented us an RV with a hole in it. We had to cover it to keep the bugs out. The sink handle fell off when I was doing the dishes. The shade pull-out was broken. The DVD player was also broken. The fridge was not cold enough.

The tread on the tire was nearly smooth. We could have rolled! An hour early we were going 65 mph down a mountain! The tire said "Made in China". It also said Max load of 2, 680 pounds. I am sure that our nearly 30 foot RV weighed more than that!

I feel they were negligent and did not check the tires for us. The man they sent out took 90 minutes to get to us to put on our spare tire. We asked him to check the other tires' air pressure, and he told us he didn't have an air pressure tool! It was truly very dangerous. Almost took our lives.

It was our first time RV'ing and our last. I was so scared for my children and family. I thank God that we were okay. Praise God!

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John Lyon Texas
Boerne, US
Send a message
Jan 31, 2011 9:57 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

I return things as I found them, even better if I can. Dad taught me that.

I grew up Rv'ing, and can tell you there are great trips, and better trips.
Dealing with the unknowns, including weather, campgrounds, groceries, Family in close quarters, and the nature of having a house roll down the Highway is a blast!

RV's, by nature, are prone to need more attention, support and TLC than the average hotel room. El Monte understands Rv'ing and has always supported me extremely well in that role.

El Monte's rigs are awesome, their service is second to none, and they are always my first stop when coordinating an RV vacation!

I don't think limping in at 20 mph was bad advice. Throwing what's left of your blown tire off at that speed sure as heck wouldn't crush an exhaust sytem.
Your "Faulty tire" theory is an interesting concept...shouldn't you be working with El Monte to sue the tire manufacturer?... I thought so.
You think they knew the AC was going to go out, and they wanted you and your Family to experience that for three days? I don't get that, and have to be honest, I just can't believe it. Not from El Monte, No way, No how.

I take no pleasure in hearing you had a bad time. Sounds like you let some bad luck overwhelm your experience.

My experiences with El Monte are just entirely different, and I believe more typical of their excellent service.
I didn't feel right to let your complaint sit out there as a weighted reference to judge El Monte.

I firmly back you up on your last sentence " People deserve top hear both sides of the (El Monte) story and make an informed decision of their own.
On that Point, well done.

I sincerely hope your next vacation goes awesome.

El Monte, see you this In April!

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kikbak
Dallas, US
Send a message
Jan 31, 2011 8:48 pm EST

What amazes me about all the posts is everyone has different experiences. If someone has a bad experience and wants to pass it on they are instantly labled as SLANDEROUS, WANTING A FREE VACATION.
Some of us did not have a tech support standing by resolving our problems... In our case we endured 3 days in the sweltering heat with the A/C not working... I was on the phone with tech support for hours on end with no resolution except... drive to the nearest town and get a fan...

On returning the RV back with less than 350 miles total on it the tire goes flat about 20 miles away (WE DID NOT HIT ANYTHING). We called the "slow and non responsive customer service" agent who told us to "drive it in" So we do what we are told... now the company wants to charge us for the damage caused by their faulty tire and damages done by doing what they said to do...

So for everyone that has had a good experience I'm happy for you... but for you to feel like you can down play and label people who have had bad ones just shows your true ignorance...
People deserve to hear both sides of the story and make a informed decision of their own.

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John Lyon Texas
Boerne, US
Send a message
Aug 24, 2010 2:42 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

I have rented RVs from several agencies, but after I found El Monte, I would never consider using another service.
My relationship with El Monte started in 2006, and has continued twice a year ever since then; to my Family's total satisfaction, everytime.

El Monte RV is second to none regarding service, maintenance, and support, throughout the entire rental process.
El Monte staff has always been ultra diligent in any of the questions/challenges that are expected of a RV vacation experience.

Your bemoaning is strange to me:

A blown tire, which suddenly appeared "bad" after over 700+ miles into the trip and your resulting damage to the RV muffler is somehow correlated to an El Monte conspiracy? Gimmee a break.

I can tell you about bad vacations...none associated with El Monte, and much more dramatic than a 20 mile drive for support.

I don't get it. Sounds like someone wanted a free vacation, and/or free repair for the damages you incurred on the road. (it's sounds like you got off the hook after messing up the rig) What else would motive your rant?

Bob always makes sure that we walk through the unit together, we kick tires, we take pictures before we leave, and as we drop the unit off. We have a great time reviewing the unit and the go over the operation of all components with no hurry. He always has tips and suggestions for our experience that proves invaluable to my entire Family.

We expect a great unit and service, and get it, everytime. They expect us to communicate ANY problem or inconvenience immediately, and we get lightening fast response and perfect customer service on the rare occasions we have called in a question on the road.

My hat's off to El Monte, Bob, and the entire staff. They are second to none.

John Lyon

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Perryrace
San Antonio, US
Send a message
Aug 24, 2010 1:27 pm EDT

I am not affiliated with El Monte RV in any way, but do feel compelled to share my RV rental experiences.

My experience could not be more different that what has been expressed here. I have used El Monte RV rentals for more than 10 years (they do not rent cars to the best of my knowledge) and would highly recommend them to all (and have done so on numerous occasions). All of the folks I have referred have personally thanked me for doing. On more than one occasion I have had an issue with a rental unit, most of the time it was due to me not listening well during the extensive walk through given by the knowledgeable rental representative (it is a house on wheels after all with numerous complicated sub systems) and have had a representative of El Monte walk me through the issue over the phone or quickly turn up person and address the issue. There has never been a situation where El Monte did not address my concerns to my satisfaction.

I have always found their RV's to be clean well maintained and have amazing support during the rental period. I have on several occasions asked for the RV we used last year only to find that the fleet of rental RV's had been updated with even better newer units. On more than one occasion while enjoying one of their RV's while attending a sporting event a El Monte representative has just "stopped by" to ensure we were having a good RV rental experience. Again this is not the norm in the RV rental industry. When I asked why he was there the answer further amazed me "We have many of our units here this weekend and have a technician on site IN CASE WE ARE NEEDED" Truly amazing support.

The reservation process, the walk through of the RV and the ability to call and request assistance, such as mentioned above, where within 20 minutes assistance arrived to address the tire issue (unheard of in the RV rental industry) has always exceeded my expectations.

While I rarely submit my 2 cents to these types of boards I cannot contain myself this time. I HIGHLY recommend El Monte RV rentals and will continue to use them for our vacation travels.

Mark P.
Texas

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fco6
Dallas, US
Send a message
Aug 24, 2010 1:16 pm EDT

Sounds like you did run over somthing. How can you proove it was a bad tire? Did you have a forensic study done?
You should of contacted a lawyer before posting this slander. We have experienced first hand El Monte RV's great customer service and have had no problem with the units in the past.

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Lina0310
Bethesda, US
Send a message
Aug 17, 2010 2:16 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

I also experienced a lot of troubles about the car rented from this company.
Detail of our problem are lost all gauges on dash board (including speed meter), AC malfunction, lost exhaust pipe (repair guy said we had a chance to get fire!), radio and CD player malfunction, , ,
We needed almost 5 days of total 11 days of our vacation, just for fix these problems.
I totally agree with you, they do not maintain vehicle properly.
Road assistance is also very poor, one of lady require me to drive 20 miles with malfunctioned speed meter, although these problem, another guy rejected our hope to switch to another one.
When we returned car, there was no sorry and apologize from store manager, and rejected about acceptable reimbursement.
We also think about contacting lawyer and fight with them.
Good luck.

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5:05 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

El Monte RV Cleanliness and disinfection

El Monte RV provide rentals and sales. They have a disgraceful General Manager who EXPECTS/DEMANDS quantity instead of quality from their already hard working employees. The RV's are NOT being sanitized properly because they are on a "budget", therefore their disinfectants and cleaners are all being diluted, thus not working as effectively as you would expect. If you happen to rent from this company, make sure you do a "quality control" with a microscope for your own health and peace of mind. Remember this very important saying..."you get what you pay for". I certainly hope that the executives at this place really take a step towards earning the satisfaction of their customers by doing something about this. If ANY of their employees are terminated or reprimanded because of this personal complaint, I will return to this website and submit another complaint informing any and all of this interested in this very important matter.

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Overview of El Monte RV complaint handling

El Monte RV reviews first appeared on Complaints Board on Jun 5, 2009. The latest review RV rental was posted on Nov 17, 2021. The latest complaint Cleanliness and disinfection was resolved on Jun 05, 2009. El Monte RV has an average consumer rating of 2 stars from 7 reviews. El Monte RV has resolved 1 complaints.
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  1. El Monte RV Contacts

  2. El Monte RV phone numbers
    +1 (888) 337-2214
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    12818 Firestone Blvd, Santa Fe Springs, California, 90670, United States
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