Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:29/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased a new RV from this location in April of 2023. We spent a ton of money on a 7 year extended warranty and on-site service. When we initially went to them to purchase the trailer we chose, the financing lady offered us a ridiculous number that was completely unreasonable for a percentage. We decided to go through our own bank instead. When we then went to her and told her we had secured financing through our bank, she then came back with a financing rate that was LOWER than what we had already signed with our bank for. We had water damage last summer, which we contacted them about. The service team dodged us for approximately 10 months. Finally, they came and got the trailer to do the repairs (after they wanted us to make arrangements to have the trailer brought in - even though we paid for on-site service because we don't have a vehicle that can reasonably tow the trailer any real distance). When they returned the trailer, some of the repairs were done unsatisfactorily. My husband contacted them to have the repairs fixed. Western RV is now saying that the warranty is up and the extended warranty we paid for is essentially useless - it doesn't cover anything we need repaired. When we agreed to the extended warranty, the sales lady said "everything is covered, except the awning". This was obviously a lie.When I contacted the manager to let him know that I was NOT happy and that I was going to write a glaring ****** review, he threatened us saying "If you go online and write a single slanderous or defamatory word, we will not hesitate to immediately file a claim seeking substantial damages." I have emails to prove that everything we have claimed is 100% accurate.

  Customer Answer

  Date: 29/08/2024

  Since telling Western RV that I would be contacting the BBB, they have sent me an email to contact the extended warranty company to cancel our policy.

  We want what we were promised, but it seems that Western RV is not willing to deliver these.

  As a result, we've requested a refund for the warranty as well as the onsite service we've paid for.

  I've attached the bill for the warranty, as well as the sheet they gave us to use to choose what kind of extended warranty we want.

   

  When we complained that they weren't going to do the work we need, we said that we paid for the 7 year extended warranty, so it should be covered. Their manager then said he attached a copy of the warranty to the email he sent us, but he did not.

  Business Response

  Date: 12/09/2024

  ***** and ****** ******* purchased a new 2022 Catalina travel trailer from Western RV Country (Airdrie) on April 5, 2023. The manufacturer's warranty for this trailer expired April 5, 2024. *** and Mrs. ******* also purchased a 7 year extended protection policy (see attached). On August 28, 2024, *** and Mrs. ******* contacted Western RV Country to inform us, "The ac cover that was fixed is now broken at the same spot and the light switch cover plates will not stay on as the clips are broken. Also the front exterior speaker has stopped working (the right speaker if youre facing the outside of the trailer)." The A/C cover was previously repaired by Western RV Country as goodwill. We explained to *** and Mrs. ******* that the issues described are not covered by their extended protection policy, as per Section 3.2. (e) - (aa) in the terms of the policy (see attached). *** and Mrs. ******* demanded to cancel their extended protection policy and receive a refund, to which Western RV Country requested a termination of coverage form from Millennium (see attached). This form was sent directly to *** and Mrs. ******** which they refuse to sign.