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:21/08/2024

  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.

  We purchase this Rv on June 04 and the unit was delivered to our seasonal site a week later. Upon delivery on the first night we cleaned the floor and took of a new mat which covered the stained area in the floor. I contacted the rep who sold it and said we had a problem in the floor that we were aware of. Right away he said a stain. They purchase a new mat and covered it up. I called the manager ***** who was totally rude and said it’s a used trailer. We had verbal unpleasant conversation he offered 250 off. I said we paid over 50 k and we wanted it fixed. He wasn’t very cooperative and when I said I wanted to speak to owner and I was going to put a bad review. He said he see what he could do to get stain out. I receive call from a **** a couple weeks later who said they had to get a company up to do it from Saint John. Two month later no one has showed. I sent msg this morning and ask for owners name and number they will not supply. I would like help in resolving this issue please

  Business Response

  Date: 03/09/2024

  Dear Better Business Bureau,
  Thank you for bringing this matter to our attention. We sincerely
  apologize for any inconvenience our customer has experienced.
  We acknowledge that there was a stain on the floor of the RV and
  have attempted to take the steps to resolve this issue including a monetary and
  or repairs. Upon review of  the concern with our service team we agreed
  that the possibility of repair was an option, we immediately contacted an
  external company to address the stain. Unfortunately, there has been an
  unexpected delay in scheduling the necessary service, coupled with an internal
  shortcoming in providing timely updates to the customer we admit the timeline
  for a prompt resolution has extended beyond what we would deem
  acceptable.  With that said we remain committed to resolving this issue as
  quickly as possible.

  
  Over the past few weeks as the timeline extended and I was made
  aware of the persistent concern, and it should be noted, prior to this
  complaint being received both our Service Manager and I have made attempts
  to reach the customer via phone to provide information including the General
  Manager of the RV ********** contact info, leaving several voicemails, but have
  not received a response from the customer.  Please know that it is not,
  nor has it ever been, our practice to deliberately conceal any issues with our
  new and in this case pre-owned products. Our goal is to ensure that every
  customer is satisfied with their purchase, and we are working diligently to
  rectify the situation to the customer’s satisfaction.
  We appreciate the opportunity to address this concern and are
  hopeful that we can reach a resolution soon.
  

  Sincerely,
  
  ***** *********
  ********** *******

  Customer Answer

  Date: 03/09/2024

   I am rejecting this response because:First of all they were aware of the issue on the floor and covered it up and then they were very rude and only after I reached out to see why after weeks the problem wasn't addressed, did they take the time to contact me.  By that time, I had contacted your organization. We will accept a very reasonable amount of $1000.00 for the damage floor only, which based on a 49K trailer and that fact that they were aware of the issue is more than reasonable.  When we traded our existing trailer they automatically deducted 5 K for a damage soft spot in the floor.  We did not dispute that amount, however offering us $250 off was an insult and *****, the Manager really should take a course in dealing with his customers and not being nasty and shouting on the phone and making us feel like we did something wrong, when in fact they were 100% aware of it and it was our first night in the trailer after it was delivered.  Please tell RV World, that our request is not unreasonable and make cheque out for that amount.  Its amazing how they are all over you when you are buying but once they obtained their money they are not longer able to look after you.  I will certainly not ever buy anything or recommend them to any of my friends.  The logistics of the email certainly does not denote their behaviour when dealing with their customer .

   

  Thank you

  
  

  Business Response

  Date: 19/09/2024

   

  We have reached out to the customer to discuss and left messages which they have chosen not to respond to.

  We would like to attempt to remove the stain on the floor before any further monetary conversations take place.

  Please feel free to give ***** ********* a call @ 506-******** or *** ****** @ 506-********