Complaints

This profile includes complaints for CampMart's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CampMart

  2200 Eagle St N Cambridge, ON N3H 0A1

  
• 

  CampMart

  1655 Upper James St Hamilton, ON L9B 2J1

  
• 

  CampMart

  353 Manitou Dr Kitchener, ON N2C 1L5

  
• 

  CampMart

  52 Temagami Marine Rd Temagami, ON P0H 2H0

• 

  CampMart

  13300 Desro Dr Techumseh, ON N9K 0B6

  

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:25/08/2023

  Type:Product 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 got this trailer in February 2021 we weren’t given it till the end of June we were paying payments and insurance on a trailer someone else was using we kept asking for updates no one really had an answer then eventually they said we couldn’t get till the other people got there new trailer so they were still using it then they said they had to wait for the other park to open to get it finally we got it and it had issues contacted people spoke to people who no longer work at the company and we tried to cancel the purchase and we’re told we couldn’t I have called and left messages with people who say they never got the message I called today and spoke to people who weren’t really friendly and we’re told we had to bring the trailer in to see if it was covered while why should I have to bring the trailer to them when I got it with issues and it has taken forever to get a hold of anyone we were told it was in new condition when clearly it wasn’t

  Business Response

  Date: 28/08/2023

  
  Thank you for BBB for bringing this to our attention.

  We're currently in communication with our Client. Our exceptional service and sales team, known for their dedication, will continue communication with the customer to address the concern and ensure their satisfaction.
  Our service team is fully devoted to resolving issues and ensuring the customer's contentment. Our aim is to find a solution that aligns with their expectations.
  
  Rest assured, we're in communication with the client and will keep you posted on developments from our service/sales team.
  
  We appreciate your trust in allowing us to handle this situation. Your support is truly valued, and we're fully dedicated to achieving a positive resolution.
  
  Best regards,

  Customer Answer

  Date: 28/08/2023

   
  
  Complaint: ********
  
  

  Originally I had been told to contact moe from camp mart I had called a few times left my name number email he never got back finally I called and spoke to him who so quickly passed me along to someone else he barely would listen sent me over to service and they also weren’t so friendly I explained everything to him he then asked me if I had struck the trailer with something I said no we got this trailer in 2022 had it brought to our park by camp mart and had issues with it from day one I did tell him I had tried to contact countless amounts of people and was always passed along and to people who no longer work for camp mart he said I could bring it to him and see if it covered under warranty this trailer shouldn’t have these things wrong with it no matter what this is more then a leak this goes back to even befor we had the trailer from the looks of it it was damaged before we got it and been repaired and not well we also purchased this trailer feb 2022 and we’re paying for it plus insurance and couldn’t get it till the end of June and not on time did they know why we were given countless different answers I had told them I had been speaking to Julie his response was she no longer works at camp mart I told him I had just spoken to her he acted like I was lying so after getting off the phone I contacted Julie who did in-fact still work for camp mart she sent me off to someone else who was kind and is looking into this for us and my last concern why is the service guy dealing with my issue and not the manager 

  Business Response

  Date: 31/08/2023

  Thank you, BBB, for notifying us about this issue.

  The general manager has tried several times to get in touch with the customer, but unfortunately, communication has not been established.

  We kindly request the customer to reach out to the general manager at 289-639-0639 so that both parties can have a thorough conversation and work towards resolving the matter.

  We appreciate your understanding and patience.

• Initial Complaint

  Date:23/08/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 have over 17 visible defects to my supposed NEW RV, not to mention the defects that I am unable to see behind the walls and flooring. I paid $44,556.05 for a NEW trailer with WATER DAMAGE. Leaking water inside along the side wall near entrance and under storage bin area. Not sure what wall/floor damage are present since 2022. Screws/Nails are busted through the exterior front wall. The ‘Inspected By’ sticker at the front of the trailer is blank with no name or date of inspection. This inspection sticker is just below the screws which are busting through the exterior front wall. Artwork exterior decals bubbling. Rusty / Corroded parts on the trailer. Dents in the trailer. Mesh piping on one of the windows is not installed properly - mesh not secure. Cabinet door fell right off when we opened it upon delivery. Trailer arrived very dirty/dusty inside. Bathroom door does not close properly. Door for the fuses doesn't stay closed. Wallpaper in upper glass cabinet cut too short. Upper Bunk Bed board not properly installed in the frame. Piping is warped under overhead cabinet in bedroom. Screen door does not close securely. Bathroom shower wall is warped, shower floor is soft, front plate frame outside of shower not installed properly, scratches all over shower and bathroom sink. Bathroom fan piping is lifted/rusting. Poor furniture assembly.
  -Extended warranty sold as I was told they have local authorized servicemen so I won't have to haul the trailer back to Cambridge for future repairs. No authorized shop list provided to date. No customer service, no follow ups by email or phone with Sales Rep or finance guy, wrong email address given from customer service, additional staff speaking with an inappropriate tone. Paid $300 out of pocket to have trailer levelled/unlevelled. Have to pay another $150 to level when issue is resolved.

  Business Response

  Date: 24/08/2023

  Thank you, BBB, for letting us know about this matter.
  
  We're actively working to help the customer and find a solution that makes them happy. Our dedicated general manager, known for great customer service, is leading the effort to fix the issue and make sure the customer is satisfied. The customer's RV is at our new facility in Kitchener, Ontario, and the customer maintains direct communication with the general manager and receives daily updates on the progress.
  
  Our main focus is on being honest and giving excellent customer service. Our general manager is working hard to solve the problem and make the customer happy.
  
  We'll keep you posted with updates from our general manager.
  
  We appreciate you trusting us to handle this. Your support means a lot, and we're committed to fixing the problem in a way that keeps our promise of honesty and great customer service.

  Customer Answer

  Date: 28/08/2023

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

  Their statement "The customer's RV is at our new facility in Kitchener, Ontario, and the customer maintains direct communication with the general manager and receives daily updates on the progress" is false.  Although the Service Manager made arrangements for repairs, their last date of correspondence with me was August 22nd (day after they picked up the trailer) NOT DAILY and I have no idea if they have started the work yet.  I was not aware that the trailer was in Kitchener as I thought it was being towed back to original place of purchase - Cambridge. I have no further concerns as long as repairs are being completed.

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

  Business Response

  Date: 30/08/2023

  We appreciate BBB for notifying us about this matter.
  
  We regret that the customer was not informed that her trailer was undergoing repairs at our Kitchener location, where our service crew operates from our recently launched 80,000 square foot establishment in Kitchener, Ontario. We are currently in the process of resolving all the customers concerns and urge the customer to contact us if any additional problems arise.

  Customer Answer

  Date: 30/08/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:14/08/2023

  Type:Order 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.

  On Monday August 7 we went in for the civic sale at Camp Mart after going back-and-forth with the ****** ***** ***** ***** and the ********* we ended up going for the **** ***** with the bunkhouse lay out after reviewing our paperwork now that we’re at home instead of the ***** we have a signed a ***** which is not gonna work for our family and set up.
  We feel we have had the trailer switched on us

  Business Response

  Date: 14/08/2023

  We thank you, BBB, for bringing this matter to our attention. 
  
  To better assist this client, we kindly request that they reach out to us via email at ************@********.ca or give us a call at1-************.
  
  We anticipate the customer's communication and are committed to addressing and resolving their concern.

• Initial Complaint

  Date:19/07/2023

  Type:Product 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.

  Numerous repairs needed to a travel trailer purchased in May 2022 including;
  Fridge never worked from time of pick up (replaced) main water hookup connection broken on pick up (replaced), sink re-caulked, sink caulk falling off again, front end replaced entirely, blower in furnace replaced, improper winterizing by company causing a broken spray port (still not fixed properly), leaky roof in pop out portion, electrical issues, broken sound bar fixed (at demo), decals peeling, ladder returned damaged after being at CampMart, awning repaired more than once, tape seams missing, thermostat not reading correctly, finishes not nailed or glued down, windows not able to open properly, USB ports not working correctly. All documented. As of a week ago trailer flooded and picked up from seasonal site. Company now saying flood our fault and not covered by warranty as we hooked it up incorrectly. Been hooked up for over 60 days with a visit from their technician who checked everything over. Told we must have opened valve. Company refusing to take any ownership of lemon trailer sold to us. Told all trailers arrive in a “garbage” state to them and they work hard to fix them to sell them. We were not privy to this when we were buying trailer. Bought brand new with gold package warranty so we wouldn’t have to worry about issues. Also sold on “on site” service which was discontinued without any knowledge. We continue to make our payments and keep up our end of the bargain. We are losing so much time and money and the value of our trailer has plummeted without their concern. We will be unable to sell this trailer for any sort of value with the excessive water damage from the leaky pop out and the shoddy plumbing that were sold to us in bad faith. Asking for a replacement and hoping they would find some humanity. Terrible communication, waiting days for assessments and information. They have trailer now, almost a week and are withholding repair information, not being transparent.

  Business Response

  Date: 11/08/2023

  Thank you, BBB, for bringing this matter to our attention and allowing us the opportunity to address it.   
  
  At the very core of our company values lies a strong commitment to our customers. It brings us immense joy to share the success story of our exceptional service team ********* ** *** ***** *********** ****** ****** **** ******** ** *** **** ** ********** *******. With their unwavering dedication, they effectively attended to our customers' concerns, leaving no stone unturned to ensure their complete satisfaction. 
  
  Our diligent service team not only acknowledged the concern at hand but also took decisive actions to remedy the situation. This proactive approach not only resolved the issue at its root but also reinstated the joy of our customers in enjoying their brand new, splendid trailer. 
  
  As the camping season unfolds, we extend our warmest wishes from our family to yours, hoping that our customer experiences an unforgettable time amidst nature's beauty. We are deeply honored that you chose CampMart as your preferred destination superstore for all your camping needs. Your trust fuels our dedication to providing exceptional service. 
  
  Lastly, we once again express our sincere gratitude to BBB for playing a pivotal role in ensuring the comprehensive resolution of this matter. Your support and cooperation are highly appreciated. 

• Initial Complaint

  Date:06/07/2023

  Type:Product 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 it on may 15th 2023 for 29999.00...went down to 19999.00 a week later , i ask why i wasnt told about the deal,his answer is in the text i sent photo of...then we brougt camper home, one awning cover is missing, said will arrive in 2 weeks... they said they took it to put on another camper and so on, that we where the last of the line....still waiting for cover....4 weeks later... Microwave hasn't worked at all...wants to charge us service fees to come to camp and fix it..outdoor speakers sound like they are blown, second weekend camping indoor and outdoor speakers are not working at all...Only fridge is plugged in (on propane) but battery doesnt keep charge ...doesn't last the night...plus I have a solar panel charging it! And the half wall on the way in camper is wobbly...My husband called a week ago and they do not call back! We haven't even tried hot water tank yet !!! Looks like he sold me one of the campers he mentioned in email of why they were 19999.00. Please help its hasn't been fun camping so far, bought it so my grandson could have good memories after losing his mom (my daughter) last year... My family has been through alot and don't need this aggrevation.

  Business Response

  Date: 11/08/2023

  We thank BBB for alerting us to this issue. 
  
  Our central focus centers on prioritizing the needs of our customers. This commitment was demonstrated by the dedication of our esteemed General Manager, who has taken on the responsibility of addressing this matter. ***** ********** ********* *** *** ****** ****** ******* ********* *** ***** ** **** *** **** ******* ********* *** ********** ************* **** * ******* ** **** * ******** **** **** *** ***** ***** ****** ********* ****** *** ******* ********* * ****** ******** ** ********* ************** *** ************ * ********* **** ******** *** **** *** ************ *** **** *** ********** ********* ***** ************ *** *********** ************
  
  We're thrilled to share that today, our General Manager personally reached out to the client, and we're pleased to inform you that the concern has been successfully addressed to the satisfaction of the customer.
  
  Your backing is invaluable, and we deeply appreciate your confidence in us to manage this situation.

• Initial Complaint

  Date:12/06/2023

  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 new trailer on January 23 2021 for $25999.00 plus financing. We also purchased the extended warranty for $4159.00. Last summer they came out to fix the fridge, awning and regulator. The fridge was replaced after some time. The regulator was replaced. The awning control button was replaced. I have been trying to reach the service department since September of 2022 through email and voicemail without anyone getting back to me. The fridge door sticks and the awning still doesn't work properly. I just want it fixed. I spoke with someone in the service department on May 30 2023 and was told the service manager (Jacob M.) would call me back and haven't received a call. He also told me that they don't do service calls anymore and would have to bring my trailer in to them for any repairs. I moved my trailer May of this year to a new park and set it all up. If someone would have contacted me September of last year I would have brought it in for repairs before I moved it and set it all up. I want an on-site visit and the fridge and awning repaired. I have phone records and emails to confirm I have been trying to reach them.

  Business Response

  Date: 13/06/2023

  Thank you BBB for bringing this complaint to our attention. While we appreciate and understand the clients frusterations, unfortunately, due to a recent change in business needs, we are unable to provide on-site visits to any of our customers at this time. Our service team has reached out to the client regarding their concerns but we are unable to complete the repairs unless the trailer is brought to one of our facilities for inspection findings and repairs. If the client has a date that would work for our service team and himself, we would be more than happy to accommodate and ensure the repairs are completed in a timely manner.

  Customer Answer

  Date: 13/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I just moved my trailer to a new location in Masy of this year and set it all up. If Campmart had responded last September when I emailed and letf voicemails I would not have had an issue bringing it in, but due to their lack of responding to me I am not moving my trailer again. They can pay for someone else to do an on-site. 

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

  Business Response

  Date: 23/06/2023

  Thank you, BBB, for your continued
  support. As stated in our previous response, our service team has contacted the
  customer and discussed the client’s options to have their concerns addressed.
  One option would be to bring
  the trailer to one of our 10 licensed, OEM warranty approved service facilities
  across the province, where we can diagnose the cause concern and provide a
  quote for repairs. Our customer purchased an extended warranty and perhaps the
  concerns may be covered through the warranty coverage.

  Another option would be to
  have the trailer inspected at a third-party warranty approved facility closer
  to their trailer location, and potentially submit the warranty claim for coverage
  there.

  We sympathize with our
  client’s concern and ultimately would love to assist in resolving this matter.
  Considering the trailer location has changed, if there is a more convenient,
  closer option for our customer we would encourage them to pursue the best
  option for them. This is our final stance on this matter, should the customer choose
  to bring the trailer to one of our facilities, we encourage them to reach out
  to ************@********.ca

  Customer Answer

  Date: 28/06/2023

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

  First of all no one has reached out to me and I have been trying to get a hold of the service manager (Jacob M.). I  have been trying to reach him since September of last yeat. I have not heard from him at all. NO ONE HAS REACHED OUT!

  Second: If they can't do an on-site then they should refund my extended warranty. 

  Third: I just moved my trailer and set it all up  thinking I would be getting an on-site repair. If they had reached out, I would have brought it in before setting it up.

  If they can't honor their warranty, give me a refund on the warranty and I'll get it fixed by someone else.

  Again I have not heard from the warranty manager in almost a year. They came out to fix things but they never got fixed and they have been ghosting me since. 

  I would be happy with a refund of the extended warranty.

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

  Business Response

  Date: 15/08/2023

  We extend our gratitude for the customer's time and patience as we diligently work towards finding a resolution. Thank you, BBB, for your assistance in this matter. We are actively engaged with the client and are eagerly awaiting additional information. They are currently in touch with our service department as we focus on resolving this issue promptly.

  Customer Answer

  Date: 15/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  After 11 months i finally get a call from the service department and I'm still being told that they will not do an on-site service call. When I purchased the extended warranty I was told that they do on-site service calls. I'm not moving my trailer every time something needs serviced under warranty. The way things have gone I would be moving my trailer back and forth all the time. It's a lot of work and time setting up the trailer in the park.
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 18/08/2023

  We appreciate BBB for bringing this matter to our notice.
  
  Although we empathize with the client's voiced discontent, we are limited in our ability to provide additional support due to the discontinuation of on-site service. We regret any inconvenience caused. It's important to note that our policies can evolve, but the choice to cease on-site service was made and remains unchanged as of now.
  
  If you need further help, please don't hesitate to reach out to our service team. Our exceptional team is available to offer assistance and support.

  Customer Answer

  Date: 23/08/2023

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

  I would not have purchased the extended warranty without on-site service. I purchased it knowing that I wouldn't have to move my trailer to get it fixed. Refund my extended warranty that you're not honoring and I will be happy seeing that I'm fixing everything myself.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 24/08/2023

  Thank you, BBB, for bringing this matter to our attention. 
  
  Thank you for sharing your concerns about the extended warranty and the discontinuation of on-site service.
  
  We regret any inconvenience this may have caused you. While we understand your position, we want to clarify that our decision to discontinue on-site service is final, and unfortunately, we won't be able to provide a refund for the extended warranty.
  
  We truly appreciate your understanding of our evolving policies. We encourage you to explore the comprehensive assistance available at our dealerships, where our team is ready to provide the support you need.
  
  Thank you for your understanding and cooperation. This marks our final resolution on this matter.
  
  Best regards,
  
  

  Customer Answer

  Date: 26/08/2023

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

  You keep telling me the same thing! You will never get any business from me again and I will make sure to leave a really bad review on ****** and word of mouth the same, social media as well. I won't be shy to tell my opinion. Goodbye

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

• Initial Complaint

  Date:05/06/2023

  Type:Product 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 bought a brand new 2023 destination from CampMart Kanata September 30 2023 they delivered it on the last day of park being open in October, already winterized apparently as agreed with Sales man and Finance manager Brad M.. We paid approx $117,000.00 for trailer
  Fast forward to opening this year, propane regulator wasn’t working, leak in the bedroom, water filtration canister exploded while their tech was there on May May 12th 2024 to replace propane regular and stabilizer that collapsed and to look at water damage from leak in bedroom, he found corner on roof was not sealed, he offered to De-winterize trailer for us, water from one end of living room to kitchen, technician Mike called back to Kanata Location to see if they had a new canister in stock, confirmed they did but because it was in the afternoon my husband would need to go pick it up as Mike didn’t have time to go and pick it up and come back out. Mike left and told my husband to just screw it back on and we would be good to go. My husband drove the hour back into Kanata to pick it up, returned with it screwed it back on, we turned on the water and the kitchen was fine, neighbors were yelling to turn off water, as I walked down the hall to door
  Water coming up thru the floor/stairs at loft, when I got outside the neighbors said look under, water was pouring out from the underbelly
  They are refusing to exchange the trailer, saying the frozen pipes are our fault, no record of them winterizing it, their technician drained the antifreeze on opening day this spring lol he’s already told them that
  
  Now they want to tow it back to shop look at it, told us it would be a minimum of a month to get the parts in, and they have no idea how long it will actually take them to fix it, oh and they can’t even give me a day they are able to pick it up
  We haven’t even used it as a RV should be we have had to use our neighbors facilities (Ie bathroom,shower,sink etc) and already paid our seasonal site obviously

  Business Response

  Date: 13/06/2023

  Thank you BBB for bringing this complaint to our attention. We are currently working with the client to have their trailer repaired at our facility and will continue to work with the client to come to an amicable resolution. We thank our client for their continued patience during this time and encourage them to reach out to us with any further questions or concerns.

  Customer Answer

  Date: 13/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This has been going on since beginning of May. They now want us to pay for the repairs. Again this trailer is Brand New never used. This trailer is less than 1 year old everything should be covered under warranty if they aren’t willing to exchange it also they have had our trailer for over a week in their shop and haven’t even ordered the part yet, as per Ried at Kanata location where our trailer is. I have left numerous messages over the past week for Candice at Corporate and have received NO CALL Back.

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

  Business Response

  Date: 29/06/2023

  Thank
  you BBB for your continued assistance with our mutual client. Our client has been
  in consistent communications with our Director of RV Fixed Operations and all of
  their trailer repairs have been completed under warranty and customer goodwill.
  They are currently in possession of their trailer and consider this matter resolved.
  We hope they have a great camping season making memories with their family!

  Customer Answer

  Date: 07/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Not everything is fixed. They are to pickup the trailer in October to address the SOFT FLORRING and all other water damage that has been caused by the original water problem.  Once everything is fixed then we will consider this as being complete. The humidity in our floors and walls is still way above normal 

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

• Initial Complaint

  Date:19/05/2023

  Type:Order 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.

  Sign a bunch o papers to purchase a trailer for living in, on May 12, 2023, as my fiancée has asked to separate and i cant afford an apartment on my salary. I will be getting shared custody of our 2 children(2&5), so this was the best all round option to have enough space/beds. Upon reading thoroughly through the contract i realized the final price was a lot higher then originally explained. Then my current employer on may 16, 2023, advised me(all employees) of cut backs in hours(pay loss) due to hard times. I called and explained this to Moe at campmart, and that i would like to opt out of this purchase, because of the financial strains it will cause to me. He wouldn't have anything to do with that. The fact that i haven't received anything from them, and not expected to until may 25, 2023, i thought they would be understanding. But he could care less and just made sure to remind me that first payment was coming out tomorrow(May 19, 2023). Please help. Thank you ***** *********

  Business Response

  Date: 01/06/2023

  The customers concerns have been brought to our attention and we are working with the customer toward resolution. 

  Customer Answer

  Date: 12/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The business contacted me once and has again not replied back to me when the stated they would. We are now at a full week later and still no response. Very unprofessional in my opinion.

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

  Business Response

  Date: 29/06/2023

  Thank you, BBB, for sending this follow up. Our Director of
  Recreation discussed with our mutual client his request to cancel the contracts
  for the trailer that he purchased. During our inquiry, it became apparent the
  client falsely represented his cancellation reason, and ultimately does not
  have a valid cancellation reason. While we sympathize with our client and took
  serious consideration surrounding his request to cancel, according to the CPA
  there is no cooling off period for an RV purchase. This is our final stance and
  we standby to assist in getting this trailer to our client so they can begin
  their camping season and make memories with their family!

• Initial Complaint

  Date:17/05/2023

  Type:Order 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.

  Purchased on Thursday, May 11th pm. attempted to cancel the contract, even went into their office on Tuesday, May 16th in person. I earn just over minimum wage and they gave me a HUGE loan with incorrect information. i simply cant afford this, but they put the amortization over 15 years ! on a trailer. Unconscionable !!! This has ruined my financial plans. I did not intend to by but the sales people are very pushy. i have NOT taken posession yet and they CANT do anything to reverse this? ask why they are SO DESPERATE for sales ! look at their ratings. do not go here.

  Business Response

  Date: 05/06/2023

  Thank you BBB for brining this concern to our attention. Our Hamilton team has followed up with our valued client and addressed all their concerns surrounding the loan. We are happy to report that the client is in possession of their trailer, and we wish them a fun camping season filled with great memories!

• Initial Complaint

  Date:15/05/2023

  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.

  I was supposed to get a trailer from camp mart was told by salesman it was supposed to be in on the 25 of April I purchased insurance for trailer on the 26th they got plates and ownership put in my name on the 27th then got told they didn’t have the trailer in their possession so plates were gotten without inspection then on the 9th of may was told trailer was no good. payments were made to finance place on the 4th of may and are due to come out again next Thursday. They miss represented the information I was given they got plates and transferred ownership without proper inspection

  Business Response

  Date: 05/06/2023

  Thanks BBB for bringing this consumer complaint to our attention. The trailer unit was incoming at the time of sale and when the unit landed on our lot, it was in a condition that was undisclosed by the previous owner and unfortunately, could not be sold to the customer once it was viewed by our licensed technicians. Trailer units are not the same as vehicles and do not require an inspection before being registered to an individuals name. We have cancelled the contracts in their entirety as we deemed the trailer to be unfit. This matter has been resolved with our valued client. 

  Customer Answer

  Date: 05/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  In my opinion this hasn’t been resolved for one I still haven’t received reimbursement for the money I have paid out to the finance company for this trailer and second I think it’s not right that that expect me to sign a non disclosure agreement because they ******* **  
  
  Sincerely,
  
  
  
  *** ******

  Business Response

  Date: 13/06/2023

  Thank you BBB for your continued support with our mutual clients complaint. We are currently working with the banks to release the funds that the client paid on the trailer and will continue to correspond with the client with respect to reimbursement. Unfortunately, we were not able to provide the unit to the customer due to its deterioration and we were not confident we could repair the trailer to a state that was safe for our client. At this time, we were unable to provide the client with a suitable alternative trailer that met the clients timing and financial needs. As also stated, a safety inspection is not required before plating a trailer. At this point, we are unable to provide the client with their desired result and wish the client all the best in the future. 

  Customer Answer

  Date: 17/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I haven’t heard anything from campmart since may 25 so they are lieing when they say they are in contact with me last person I heard from was trying to get me to sign release/non disclosure agreement her name was ******* ****** 
  
  Sincerely,
  
  
  
  *** ******

  Business Response

  Date: 29/06/2023

  We appreciate BBB standing by to assist with a resolution for
  our mutual client. Our company delivers 2000 RVs across Ontario to happy families
  each year. Our process includes assisting clients from all walks of life
  qualify for RV Financing, allowing them to spend their summer’s enjoying the
  great outdoors and making memories with their loved ones. In this situation, we
  established the trailer our client chose to purchase was not in acceptable
  camping condition. As such, we advised our client of the situation and reversed
  the financing immediately. Should the client have sustained any payments during
  this period, we would happily reimburse this cost. Please have the client
  contact ************@********.ca for reimbursement. Thank you again, BBB for assisting in resolving this matter.

  Customer Answer

  Date: 15/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I tried to email them at email address they provided but it was undeliverable because my email isn’t on an approved list
  
  Sincerely,
  
  
  
  *** ******

  Business Response

  Date: 14/08/2023

  We extend our gratitude to BBB for bringing this issue to our attention.

  The customer's purchase involved a incoming unit traded in from 2016. Despite it being listed as an incoming unit, upon thorough inspection  we revealed that it was not in a condition suitable for resale. We highly value our customers' input, especially in such scenarios. We went to great lengths to find a solution but unfortunately, we were unable to locate a replacement that matched the customer's needs and budget constraints. Consequently, we opted to void the transaction, and it's important to note that the customer did not incur any fees for this cancellation. We want to emphasize that this is our final decision in this matter. We send our best wishes to the customer.
  
  

  
  

  Customer Answer

  Date: 16/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have still not received money that was paid to campmart through finance company they are basically taking that money and providing me with nothing 
  
  Sincerely,
  
  
  
  *** ******

  Business Response

  Date: 18/08/2023

  Thank you , BBB, for bringing this important matter to our attention. 
  
  **** ** *** ******** *** ***** ** ********** *** ********** ********** ** ********** ********* ******** ******* ****** ** * **** ****** ** *** **** *** ******* ******** ** ***** *** **** ********* ****** *** ****** ** *** ************ ** ******* *** ** ***** ******** ****
  
  Regrettably, the present circumstances have led us to a juncture where we find ourselves, much to our disappointment, unable to extend our assistance any further. Please understand that this decision, while not what we had hoped for, represents the final stance we can take at this time. The resolution we have presented to you previously is one that we earnestly ask you to consider as the ultimate outcome.
  
  Thank you for your time and patience.