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:13/09/2024

  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 purchased the trailer at the end of April last year. It immediately leaked within a month. I then brought the trailer in for repair. They fixed what they thought was the problem. It was then a very dry summer with little rain. They finally finished the repair in the fall. I had to report them to the Better Business Bureau at this time because I was not happy with the quality of their work. They finally complied, so I withdrew my complaint. I then took my trailer and stored it covered for the winter. The following spring, I resealed the trailer per the manufacturer's direction in the manual. It was again a very dry summer. I went on a total of three camping trips. It rained on my third camping trip, and I noticed I still had the same leak coming in in the same spots. Upon further inspection, I noticed water-logged and deformed wood, which led me to conclude the leak had never been fixed. I then brought it back to them and showed them the water in the trailer and the damage, and they are now telling me there is no leak, and I have to put up with it because they can not recreate it. We then said we would trade it in on a different trailer. They offered us a ridiculously low offer, looking at what their sister dealerships sell the same trailer for. I can only assume because of the water damage. I have been working nights through this whole process. They have been trying to take advantage of my wife because she lacks knowledge in these matters. We have also found everyone on the staff has a different story, which happened to me last time. This has been the worst customer service experience of my life. I also feel taken advantage of. Something I've purchased to create memories with my family has become an absolute nightmare. If the problem is not fixed correctly, I will incur substantial financial loss because of their negligence.

  Business Response

  Date: 17/09/2024

  Kevin Boutilier brought his 2022 Conquest 248BH in for a water leak on Aug 24,23

  Complaint: water leak on the front end of trailer. After using a garden hose for 2hrs, pressure washer for 1 hr, we used a camera scope in the marker lights, bedroom roof light, no signs of water, used moisture meter and no signs of moisture. Reinstalled marker lights, resealed, checked roof, no signs of gaps or cracks in sealant anywhere on the roof. Checked between tin cap and checker plate on the front end, no signs of water or moisture. Resealed front tin. Pictures on file

  Oct 11, 23.

  Complaint: water leak inside of master bedroom. Looked at past notes on file. Completely re did the steps that were completed on August 24,23. Again, no signs of water damage, leaks anywhere or moisture reader. Checked all insulation around bedroom light, removed front checker plate, no signs of water. Pictures on file

  Aug 26, 24

  Complaint: Water leak above master bedroom bed. Tanya said in the middle of master bed. Kevin informed us leak is at the end of the bed.

  Again, set up a garden hose for 2hrs, then 1 hr with pressure washer.

  NO signs of water damage on the mattress, Removed light in bedroom, no signs of water on roof panel, insulation and on moisture test.

  Removed front end trim and checker plate, ran camera scope and moisture test, no water or moisture with test found.

  This is the 3rd time with all steps, first testing was done under manufacture but we were denied since no pictures/ moisture test proved a water leak.

  Last 2 test were done by us even though the structure warranty has been concluded.

  Requested to have the customer mark the leak and bring in but unit is dropped off when weather is hot and dry.

  We cannot duplicate the last storm with more water and fans as customer has requested.

   

   

  Customer Answer

  Date: 20/09/2024

   
  
  Complaint: 22280005
  
  
  
  I am rejecting this response because:
  
  First, my name is Shaun Boutilier. Second, the trailer was dropped off right after the storm when it was still wet. The representative came in with a camera but did not take one picture when I pointed everything out. They simply repeat the steps that did not work last time and hope for different results instead of trying something new. The fact that they can not recreate a storm is no fault of mine. It is their responsibility to fix it properly. I currently work night shift and had to send my brother-in-law to inspect the trailer. They were insulting and very abrasive. Their lack of customer service is appalling, which furthers my opinion that they are unwilling to fix the problem. I will now take a 20000 to 15000 thousand dollar loss on a trailer that is a year old.
  
  Sincerely,
  
  
  
  Shaun Boutilier

  Business Response

  Date: 07/10/2024

       Upon contacting the customer and setting up a viewing, due to work a family member was sent in, at that time, we explained what was done before. Conversation was with head service mechanic, service writer and myself. This conversation was respectful and explained in full detail and all items discussed were accepted and understood. Family member also said he could not see any issue and after explaining what steps were completed, he also agreed we could not re create the storm that happened.

       We did re open the full front end for the viewing and explained what we have done in the past. Upon the viewing, the family member also sent and mentioned that he could not see any water stains or damaged insulation. Documentation and several pictures recorded. 

       We have since re installed and re sealed again, re did the water test for 2 hrs to confirm seal tightness. The unit has not been winterized or battery disconnected. 

       As for the value and loss to the customer, all items, RV's, cars, tractors etc have decreased due to manufactures supply chain and has reduced every year since Covid and the supply chain has stabilized. The number for trade was mentioned and is now the normal value within the industry. In 2023 the same product, options were selling for $22990.00. The value has nothing to do with the past history of the trailer.

  If we cannot recreate the storm or area of a water leak and a family member that is a mechanic also agrees with the facts presented and discussed, what can we or anyone do.

  Winter is coming and I do not have a signed work order for winterizing and unhooking the batteries so timing for completion of this issue and protecting the water system is a concern.

  We are open 9am-5pm Monday to Friday for pickup.

  Darren