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Debbie Dujanovic reporting
Produced by Kelly JustSince 2004, hundreds of Utahns have signed on with the Draper company "Toyshare" for the chance to use ATVs, RVs, boats, snowmobiles and jet skis. Members pay up to $25,000 for a hassle-free way to play with all these toys. Unhappy customers contacted KSL Eyewitness News investigative reporter Debbie Dujanovic when their vacation plans kept crashing.
At one point, this story became about who tipped off KSL. Toyshare says the people who complained have a conflict--they left the company to invest in the competition. KSL was also contacted by members with no such conflicts.
The idea of joining a timeshare for outdoor toys made a lot of sense to Toyshare member Steve Taylor.
"The concept was great," he said. "I get use all this stuff and not have to buy it all."
People who join Toyshare have access to the latest equipment whenever they want it. The company promises to take care of the usual headaches that come with owning these machines: registration, insurance, maintenance. Instead, members just reserve and go.
Member Aaron Taylor, who is no relation to Steve, also liked Toyshare's pitch.
"I'm an avid recreator. I do everything under the sun," said Aaron.
Happy customers have great things to say about Toyshare on the company's Web site. Dissatisfied members told an entirely different story to investigative reporter Debbie Dujanovic.
"Did you get what you paid for?" asked Dujanovic.
"No. Definitely not," said Madsen.
Since starting to look into this company about a month ago, KSL has spoken to 14 Toyshare members about a variety of problems. All have invested thousands of dollars to join the company. All told KSL that there does not seem to be enough equipment to go around and that getting a weekend toy is not so easy. When these members do get a toy, they're not sure what is in store.
"Every piece of equipment I've had has had something wrong with it," said Aaron Marshall.
Aaron Taylor and Kent Madsen have both run into trouble with Toyshare motor homes.
"Have they broke down?" said Aaron Taylor. "Several times, yes."
"The CO warning siren went off all night," explained Madsen. "So we were unable to use it."
Steve Taylor says his wife Heather ended up on a bad ATV.
"Basically she had no brakes going down a steep grade. She's just panicking," said Steve.
At Lake Powell, the couple wound up trying to paddle a dead boat to safety.
"Your vacation is pretty much tanked from that," said Heather.
The Taylors won a small claims court case against Toyshare. They said company equipment failed the last six times they took it out.
Toyshare members also told KSL it doesn't seem like the company has enough equipment for its 450 members to share.
Aaron Taylor said, "Last summer I got zero uses of the boat, and I called at least 30 times to try and set something up."
Aaron Marshall said he is in a battle because the company is trying to change the terms of his contract, making it so he can only reserve equipment 10 days before a trip.
"That's not what I signed up for just six months ago," said Marshall.
Toyshare refused KSL's requests for an on camera interview. The company did meet with Dujanovic to address a number of complaints, including improper registrations.
Toyshare said it registers all of its equipment and corrects problems immediately. KSL found that is not always the case. When Toyshare failed to pay one man's ticket for an unregistered ATV, it was the member who wound up with a warrant. Toyshare CEO Mitch Cohen looked into that situation and said his company did drop the ball that time.
Cohen added that it is unfortunate any members feel that Toyshare has breached their contracts and agreed to solve those problems.
Cohen stated that safety is paramount and inspections thorough. As for equipment shortages, Toyshare said this has not been a problem for the majority of the members. However, that is not what members were told last week in a video statement from Toyshare's own Chief Financial Officer Joe Benowitz.
"We've experienced unprecedented growth," said Benowitz. "Some of the challenges include the shortage of equipment, equipment that was poorly cleaned, old equipment and shortage of staff to provide the required services."
Toyshare had also sent a letter to some members saying the company was trying to overcome its problems. It said that Toyshare is dealing with $3 million in losses and needs to make up a $50,000 a month shortfall. The letter said the company would be increasing membership fees to make up the difference. Toyshare told KSL it has since retracted the letter. Members who still have it should just shred it.
