2019 Thor A.C.E 30.2 Bunkhouse

Great customer service, easy pick up and return!

At first glance, this RV and Kirk seemed like a godsend in the COVID-era of summer vacations. However, what we quickly learned is that not everything is at it appears. From the very beginning Kirk was slow to communicate and unclear in directions. He mis-listed details of the rental (like when it was to be picked up and how much the mileage overage would cost) and then called in a panic on the morning we were to pick it up because he had not made it clear how we were to enroll for insurance. He forced us to choose his insurance upon pickup so he could release it to us even though we had full intentions of being covered under our own insurance. The situation was later rectified however without any clear direction from Kirk. Be prepared that almost all communication with Kirk will be outside the platform. The RV itself was very clean and comfortable. It was easy to drive and navigate and was perfect for our family of four. However, from the minute we got on the highway, the driver side window shrieked at us at any speed higher than 60mph. It was ear piercing and headache inducing. We pushed on the window, we taped it up, we told Kirk about the problem and nothing but luck spared our ears on our two week adventure with the rig. He offered no apology or fix for the window even when we recorded the noise and sent it to him for reference. Second, the AC in the main part of the cabin worked for only the first four days or so into our trip; by the time we got out west into the desert the AC only worked in the back bedroom. Again, we documented the problem with him but he offered no solution other than telling us we don’t need two AC units anyway, one was enough. Finally, he handed us a rig with the radio/GPS system not working correctly. He shrugged and said he didn’t know why it wasn’t working. There was no offer of discount for any of these problems with the vehicle. We had no major mishaps along our two week 4,500 mile route and when we returned the rig to RV Life, they signed off on it as being in good repair and we went along our way. The next day, Kirk texted (outside the platform) to inform us that he had found two window bullets and damage to the lower front bumper. He then submitted a repair quote to us of $5800 to which we referred him to our insurance. He continued to text outside the platform to harass us for information until he was satisfied. He collected from our insurance and kept our entire security deposit for a couple of dings that in our estimation were wear and tear. Note that he continued to rent the vehicle for weeks after we returned it (it even went out the same day even though we informed RV Life of the vehicle issues) before making the insurance claim. Kirk is a bad businessman. He is overwhelmed with the RV demand and he doesn’t recall any conversation he had with you, even if it was the prior day. He is clearly over his head and is obviously relying on your insurance to keep his RVs in perfect condition. The RV itself is comfortable and pleasant. Be wary of working with him or make sure you are more detail driven than he is. Document every conversation, document ever bit of damage to the vehicle before taking it (even if minor), and make sure you have very good insurance. Finally, expect every problem to be yours to deal with, and don’t expect any compensation for your trouble.

This is the second time we have rented the 2019 Thor ACE from Kirk & Melissa. We were new to RV'ing, but my family and I really enjoyed it both times and we will be back again. The operation to have them cleaned and outfitted for your trip is top notch and the pick-up gets easier each time.