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:09/08/2024

  Type:Service or Repair 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.

  Bought a travel trailer end of June beginning of July 2024. Took it camping only twice. Was during the hot spell. Rained the second trip. Beginning of August 2024. So we only had the unit for 1 month. The roof leaks. Leaks so bad it comes into the bedroom, down the wall, and soaks the carpet. I called them immediately upon getting back home. They said it was our problem and they would not do anything about it. It was a very quick turn around. Our previous trailer the night before buying this one burned to the ground. Luckily nobody got hurt. We were just parking to camp and it caught fire. We were heading to a 3 day weekend music festival. Bought another trailer the next day. Was told by salesman that people had traded this one in (2015 Cougar 27 foot) and bought another one. Had been there for about a month but hadnt been cleaned yet. Thats okay, we know how to clean. Just make sure everything is working as it should. Pretty sure a leaky roof is not working as it should. Manager told me it was a consignment and so it is on us to fix not them, and that if he knew it leaked he wouldnt have taken it on consignment. Well, I wouldnt have bought it if I knew it leaked. He said that he didnt go on the roof, and his tech didnt go on the roof and that he was sure I didnt go on the roofHow is that an argument. He is the ** business!!!! Yes it was a quick turn around. But..Bought it for $33000, IT SHOULDNT LEAK. Final sales tag after everything is in is $50,000. I am dumbfounded he wont fix it or take it back. Weve only had it a month!!!The roof on my inspection is SUPER SOFT AND SPONGY, so whoever traded it in would have known. It has definitely been leaking for a long time. We were getting other rainstorms these past few days, so I had to tar it to try and prevent more leaking. Has worked for now but is still so soft that even the tar is cratering. I get to pay for the next 11 years and this thing isnt worth anything with a leaky roof!!!!!!

  Business Response

  Date: 12/08/2024

  Customer came in towards the end of June looking for a used trailer as theirs had just burnt down. They found one they liked and wanted it the same day. We explained that was not possible as the Predelivery inspection needed to be done. They did not want to wait so we set up a pick up for them the next day and told them because of the time constraint, we would only be checking the tire pressure, and doing a gas and water test. (A complete roof inspection would have been one of the parts of the process). They agreed to this and signed off on it. They contacted up just over a month later and told us that the trailer was leaking. Our Sales Manager told them on the phone to bring it back so we could take a look at it. 

• Initial Complaint

  Date:09/08/2024

  Type:Service or Repair 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.

  I want to file a complaint against Guarantee *********** Last November, I went there to have my ** winterized and to fix an issue with my black tank, which was showing one-third or two-thirds full even after I had emptied it completely. They claimed to have fixed it in November, but the problem persisted. This June, when I prepared to use the *** I found that the black tank issue was still there.I returned to the company and discovered several parts malfunctioning after they winterized the *** The kitchen faucet and the pipes underneath started leaking, and the black tank still incorrectly showed one-third or two-thirds full when it was empty. I went back to the company and asked them to repair it. They should not have charged me since the issue was unresolved from the previous repair, but they charged me almost $400.I believe this is very unreasonable, as all these issues appeared after their winterization service. The ** was in excellent condition before. When I communicated with their manager, he was uncooperative and refused to release the ** unless I paid. Reluctantly, I paid, but I feel this is very unfair. They caused the damage and failed to fix the black tank, yet repeatedly charged me. I request a refund of half the amount I paid, as their actions are extremely unfair.The service department manager played some tricks and was unwilling to make any concessions regarding the charges. The service was not done properly, and they overcharged me. Communication was impossible. When I requested to speak to the store manager, they brought someone who was not from the store and supported the service manager. It was not the store manager as commonly known. I find this very unreasonable.

  Business Response

  Date: 09/08/2024

  The customer brought their trailer in on November 9th 2023 for a winterization and a black tank flush. The black tank is the one that holds human waste, and if not maintained properly will build up with solids and toilet paper. If the solids cover the tank sensors, it will read falsely. The whole purpose of a winterization is to prepare the plumbing in the trailer so it wont freeze and crack when it gets 0 degrees or colder. Between *ct 1st and November 9th, there were 24 days in ******* that dropped below zero. Even a few days reaching minus 17. We winterized the trailer on November 10th, and would not have been able to tell how much damage was done prior in the freezing temperatures (without diagnosing that specifically). The black tank was flushed by us and it read empty when the tech was finished with it.
  Customer brought trailer back to us in early June of this year. Customer said kitchen faucet was leaking. Technician could not reproduce the leak, checked the * rings, everything looked good. No fault found. Customer said black tank sensor was reading 2/3 full again, even when it was supposedly empty.We flushed it again very thoroughly. Without boring you of the detailed work and time spent on another flush, the technician noticed there are still a lot of solids in the tank and that it appeared the customer was not flushing with enough water, therefore drying everything up. (lack of maintenance and chemical) We actually flushed it 3 times with chemical, including a drive around our lot to help loosen things up. We spent twice the amount of time that is allotted for this job. Customers was undercharged if anything.
  I am the General Manager here and Im the one that came down to meet her and our Service Manager *****, so Im not sure where she is coming up with this thing about me not working here. And the statement about us tricking her is just plain ridiculous.
  

  Customer Answer

  Date: 11/08/2024

  "I picked up my ** from Guarantee ** in the afternoon 8.8. Right now is 8.11 10AM. and it has been parked in front of my house ever since. Last night, as I was loading things into the ** to prepare for this morning's departure, I checked the black tank, and it still showed one-third full. This means I spent $500+ and nothing was fixed. I need a full refund of $500 and an apology from them. They have been deceiving me. I have home surveillance footage showing that the ** has not been moved since it was parked.
  

  Customer Answer

  Date: 12/08/2024

  These are the screenshot of my monitor record. I also have the video version to show that I didn't use it between 8.8 2024 to 8.11 2024.The black tank didn't fix at all.

• Initial Complaint

  Date:01/05/2023

  Type:Sales and Advertising 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.

  Was in the process of buying a *** through Guaranteerv, I dealt with the salesmen ***** over the phone we talked and I let him know the unit I was interested in, The specific ** unit was 2023 ******** ** ******* "Stock #*******", this unit was supposed to have a slide to where the living room would slide out, I confirmed and the ***** said this unit was still available.(See photo Section 1 for reference) I immediately put a ***$ Deposit down on this unit.I was then contacted by the finance department, and i applied through financing through ******** and had a credit hit from GuaranteeRV as well as ******** I got an email and phone call back the next day saying I was approved for ******$ the cost of the *** and I would need to put insurance on the unit before everything was dealt with ect.After booking time off from work, Taking multiple hits to my credit report putting a deposit down on the unit the cost of putting the ** on my insurance.I come to find out the ** has fake pictures posted and is not the actual unit, GuaranteeRV Tried to pull a bait and switch tactic, and when they got caught they immediately tried to fix the ad and change the pictures, this was after everything that had happened, financing taking time off from work ect.I was in contact with the manager and they said that they had screwed up and that there is nothing they can do unless I want to pay the extra and they cannot honor the agreement and purchase price that was agreed upon for that unit.Not only did this cost me thousands of dollars from taking time off work hits to my credit and extra costs of this going on my insurance, they refused to try and remedy the situation, the only solution was for me to pay more money and then go through financing again and have more hits on my credit for a new trailer.This is highly illegal, I will be in the process of contacting a lawyer, the **** and Consumer Complaints And Investigations for *****.Pictures are attached *************************

  Customer Answer

  Date: 01/05/2023

  We can ask them to honour the arranged agreement for the unit that was posted.

  Business Response

  Date: 02/05/2023

  Morning, ***** wrote up a deal with ** on April **** I believe. I also believe he did a "pre-approval" online where he would have given permission for ** to run his credit. When ***** came to pick up the trailer, he obviously noticed it wasn't the trailer he was expecting. In fact the two trailers are quite different. One has a slide (I have attached pics). This is when we realized we had the wrong pictures for this unit on the website. This was an honest mistake by one of our employees and I can't remember the last time this happened. We then found out when we'd be getting another one of the trailers in stock (similar to the one he saw pictures of), and offered it to him at a discount price. We also offered to refund any deposits made immediately and apologized more than once for our missight. I know this doesn't make things right but our website does mention quite clearly that we are not responsible for mistakes of this nature. Please let me know if I can help further.

  ************************* **

  Guarantee RV

  Customer Answer

  Date: 03/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Even the finance paperwork is wrong  and for another model.. as you can see its for the ******* RDN, Not the ******* RDNNWE, twice the wrong model.. once on the paperwork and again on the website, Im not sure how you guys run your business.. But when your in the process of purchasing something.. you dont bait and switch twice.. There is 3 different models in this agreement.