Complaints

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• Initial Complaint

  Date:23/04/2024

  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.

  We purchased a trailer from Pine Acres RV Stewiacke Limited in March 2017. We bought the extended warranty, at the strong encouragement of the finance person, in the amount of $1985.00. We were told at the time that it would be good for 7 years and if we did not use it it, at the end of 7 years, it would be refunded to us. Last week, I called about the refund. Initially, I was told that it shouldn't be a problem, that we would probably get around $1945 back, minus fees. I was given the name of the insurance company to call, which promptly told me to contact the business we bought it from. I was also told that Pine Acres no longer deals with that company. I received a phone call from Pine Acres this morning, April 22, stating that they were not going to honor that warranty. I was told that the person filling out the initial paperwork did not tick a box on the forms and because of that, they did not have to pay us. He also did not put the name of the insurance company on the forms. We bought this insurance in good faith, believing what their initial employee told us, only to have them back out of the agreement. We are sickened by this action.

  Business Response

  Date: 15/05/2024

  Good morning,

   

  Pine Acres Rv Stewiacke is now owned and operated under new ownership as of 2024. There is also a new business manager.******* **** contacted our business manager. He then contacted *** ** insurance to look into the extended warranty that she had purchased back in 2017. He was then told she did not purchase the return of funds option. I also went into her file this morning to see for my self what exactly she did purchase back in 2017. I also called *** ** insurance this morning to be sure. I have attached the warranty letter that ******* signed for reference. If she did purchase return of funds option it would say that under section c under options, unfortunately it does not state that. She can also call her self to understand better,  the phone number is 1************* and speak to customer service representative. Her warranty is still valid as of today. We here at Pine Acres take this very seriously and do wish her well. If there is anything else we can assist with, please let me know.

   

  Thank you,

   

  *****

   

  ***** ********* / General Manager

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

  1-902-639-2862/ Fax

  *****@pineacresns.com

  Business Response

  Date: 15/05/2024

  Good morning,

   

  Pine Acres Rv Stewiacke is now owned and operated under new ownership as of 2024. There is also a new business manager.******* **** contacted our business manager. He then contacted *** ** insurance to look into the extended warranty that she had purchased back in 2017. He was then told she did not purchase the return of funds option. I also went into her file this morning to see for my self what exactly she did purchase back in 2017. I also called *** ** insurance this morning to be sure. I have attached the warranty letter that ******* signed for reference. If she did purchase return of funds option it would say that under section c under options, unfortunately it does not state that. She can also call her self to understand better,  the phone number is 1************* and speak to customer service representative. Her warranty is still valid as of today. We here at Pine Acres take this very seriously and do wish her well. If there is anything else we can assist with, please let me know.

   

  Thank you,

   

  *****

   

  ***** ********* / General Manager

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

  1-902-639-2862/ Fax

  *****@pineacresns.com

  Customer Answer

  Date: 15/05/2024

   I am rejecting this response because: at the time that we bought and paid for this warranty, we were led to believe that we had indeed paid for this option. It is not our fault that the person filling out our paperwork forgot to tick a box on the paper seven years ago. We were told repeatedly that we had bought that option and would get the money back if not accessed. That was the only reason we paid $1985.00 for an extended warranty.