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

  
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  CampMart

  1655 Upper James St Hamilton, ON L9B 2J1

  
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  CampMart

  353 Manitou Dr Kitchener, ON N2C 1L5

  
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  CampMart

  52 Temagami Marine Rd Temagami, ON P0H 2H0

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  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:21/04/2023

  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.

  i bought a new trailer from campmartin july of 2022 paid 78.000.00 for it brought to my campsite were the trailer stays all year .the one blind was broken when i got it there i notice the table was mounted crookit the gfi in the bathroom keeps tripping there s a chip in the bathroom cupboard .and then 3 weeks in i have awater leak .i have emailed and called to no avail. then in the fall i went to pull the tipout in and the batterie was dead i had it tested its defective i emailed them no response. i cannot believe bieng treated this way after spending that kind of money

  Business Response

  Date: 13/06/2023

  Thank you BBB for bringing this clients concerns to our attention. We are happy to report that we have made contact and will be bringing the trailer in for repairs. If the client has any questions or concerns, we encourage them to reach out to *************@********.ca. We are excited to get the client our making memories and camping with their family!

• Initial Complaint

  Date:23/01/2023

  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.

  Jan 13th was ******* by a salesman and a manager in to a sales aggreement with Campmart to purchase a trailer. My husband went to look for a new trailer to trade in his old one and somehow i got a $110K loan for a $50K trailer. I will be 65 and had planned on retiring in June. Now i have asked them to cancel the aggreement several times, but like this company likes to do is not return phone calls. I have not taken the trailer and the bank has started taking payments,the sales man told me to use it then sell it. **** ** *****. If no resolved my next recourse will be legal to court or bankruptcy. We still have the old trailer not paid off yet.

  Business Response

  Date: 06/02/2023

  Thank you BBB for bringing this concern to our attention.  Unfortunatley we are limited to what we can comment on this concern as the client has chosen to pursue a legal route, we will stand by that we do not ***** our clients or pressure them to sign contracts.  We are hopeful that we can work through this with the client and find a resolve for both parties quickly.

• Initial Complaint

  Date:07/11/2022

  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.

  Good day I bought a trailer from these guys did a PDI on it found over 40 something things wrong with it me and my daughter almost fell backwards and broke her back in the kitchen I have proof of that paid over 57,000 and they are ***** ** ** not getting back to me when they do **** *** I bought this trailer for my family and I had nothing but stress at home and at work because of dealing with this there is a lot more people out there with issues from this company I would like to see you guys do investigation because I don’t think it’s fair for a customer to go through this kind of problem when I was nice enough to spend my money there my daughter is only 12 years old and she is overwhelmed because of this if you guys can’t help me I will go to the news next please get back to me the trailer is only three months old The way they do the contracting up there it’s like they are frightening people into it thank you please get back to me soon as you can I have a nice day

  Customer Answer

  Date: 29/11/2022

  I ****** ******* and Camp Mart had resolved the issue

• Initial Complaint

  Date:31/10/2022

  Type:Customer Service 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.

  Currently having issues with CampMart. My trailer was damaged roughly one year ago and was brought to CampMart for repairs through an insurance claim. CampMart tried repairing my trailer several times. However, each time they were unsuccessful due to not ordering the correct parts and poor workmanship. The new door to my trailer does not close properly due to a misalignment during installation and a new piece of metal siding they installed got crimped upon installation and shows a large intent. They also promised me a new set of stairs which they did not install. Lastly, when I dropped the trailer off last year before the winter they promised it would be stored inside. However, it ended up being left on the lot for the winter and they left the window open which caused some water damage to the trailer. I've dropped the trailer off with CampMart 3 times and each time they do not complete the repairs. For example, last year when I dropped the trailer off they told me the parts were on order. However, when I came to pick it up in the spring the parts were not ordered. When the parts finally did come in they were installed improperly and some of the parts installed were damaged.
  
  To make thing's right the CampMart General Manager (Cliff) offered me a trade in on my trailer for a newer model. The offer was made on Friday (October 21, 2022) and he offered me $29,600 for the trade in. I looked on their lot but did not make a new trailer selection at the time. Before I left Cliff said he would honor the trade in if I found something I liked. Roughly a week later on Saturday (Oct 29) I found a trailer on their lot that was on a year end sale for $29,999. I contacted the CampMart salesmen Kristian and he confirmed the sale. At the time I told Kristian that I wanted to move ahead with the purchase and had a by back offer form Cliff for $29,600. Kristian spoke with Cliff and said they would not honor the buyback on the trailer I wanted. CampMart needs to held accountable.

  Business Response

  Date: 17/11/2022

  Thank BBB for bringing this situation to our attention.  We would encourage the client to reach out to our team as it seems there is some confusion regarding the trade value presented, which was structured to assist with best overall pricing on a specific deal.  Our team is standing by to assist our valued client with any pricing or trade-in value questions he has.

  Customer Answer

  Date: 29/11/2022

  The response received form the CampMart is not acceptable. When I was initially offered the $29,600 credit we viewed a half a dozen trailers and I received pricing for 4 of them for which the credit would be applied. However, non were on sale the day I viewed them. I even chatted with the GM Cliff that day and asked if I could simply receive a replacement for the same model trailer I currently owned due to their poor workmanship on the initial repair job. Cliff told me he could but since the I bought the trailer several years ago a newer model would be in the range of 45K. So if the credit was applied, I’d be paying roughly 15K more for the same trailer. At the time I had asked Cliff if any trailers were on sale and he said no but that my credit would apply if there were models on sale. Roughly a week later Camp Mart announced a sale and I followed up with the sales rep  and confirmed the sale and said I wanted to move forward with the newer trailer and apply my 29,500 credit. He said he would confirm with Cliff. However, when I received a call back he said he couldn’t do it and the credit only applied to the more expensive models. The story had changed and these folks won’t let me use my credit on the model which is on sale. They had back tracked form the week before.

  For me to be satisfied CampMart needs to either restore my trailer to like new condition or honor my credit for $29,600 on the trailer which is on sale.Regards,*** ******************

  Business Response

  Date: 29/11/2022

  Thank you BBB for forwarding this response to us.  I would encourage the client to reach out to our Ottawa store to discuss his trailer and the structure of the deal he was presented. 

  We stand by our comment that the trade value was elevated beyond what he would have received at fair market value to allow for the best possible pricing for the trailer that the client was originally viewing, but it is not possible to elevate the trade value for a deal structured on the trailer that was being featured.  As with all businesses, we do need to maintian some profit.

  Again we do encourage the client to reach out to our team so they can address his questions and concerns. 

  Customer Answer

  Date: 30/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because there were no stipulations when I first received the offer for the $29,600 credit. If there were CampMart should have been clear upfront. Also, CampMart should not be making a profit due to faulty work they performed under an insurance claim.

  Also, there's no clear way forward in regard to getting my current trailer repaired after the faulty work completed by Camp Mart. I've had my trailer in their Ottawa shop 3 times and they still aren't able to rectify the issues. I have a new trailer door and frame that was installed incorrectly and does not sit flush with the trailer frame and does not close properly. Camp Mart also installed a dented piece of trailer siding. They specified that it was shipped that way and that they would order a new one. However, I was never called back to haver it replaced. Lastly, during the initial repair Cam Mart installed a cheap set of stairs on my trailer and said that they would order a new set that gets installed inside the door. However, they never called me back for these either. There's currently an open insurance claim for this work. I try calling the CampMart service deparmtnet  but never get a call back. The only time I hear from someone is when I stop by the dealership in Ottawa, and they promise me the parts will be ordered and I'll receive a call. However, they never do call. This has been going on for close to a year and a half and needs to be resolved. My insurance rep is calling them as well and never receives a call back. CampMart needs to take some ownership in this and get it resolved.

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

  Business Response

  Date: 07/12/2022

  Thank you BBB for forwarding the client's follow up.  We have reached out to our Ottawa team and they are unaware of the insurance company trying to contact them.  We are happy to assist however, so if the client is able to provide a contact name and number, we will follow up with them immediately.  Please ask the client to reach out to ************@*******.ca with the insurance information.

  Regarding repairs of the unit, we are still waiting on some parts from the manufacturer.  As soon as they are received, we can reach out to the client for an appointment to take care of the outstanding items.

  We apologize for the delay in completing repairs, but unfortunately are at the mercy of the supply chain shortage causing material delays.  We are working diligently to get timelines for the material and hope to have all parts in soon.

  Customer Answer

  Date: 07/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the parts to repair my trailer have supposedly been on order for a year and a half. Every time I check with the Ottawa location they say they’re in order but never come. I was told October of 2021 that they were on order. However, when I followed up in March 2023 they said they forgot to order them. I very much doubt they are on order now. The clause they gave in their answer is standard. I need physical proof (I.e Purchase Order) that the order has been made for the replacement stairs and siding metal. As for insurance the agent is ****** ** and she’s called the CampMart location over a dozen time. She’s spoken with their service manager and general manger once and was assured the parts and repair would be good to go. However, when the repairs were not completed and the parts did not come in she tried calling and leaving a message but has yet to receive a call. I spoke with her again on this last week and still nothing. CampMart Ottawa location has not been professional or timely when dealing with the insurance agent. She’s actually quite frustrated with them as a service provider and will back me up. The claim number is ********* and her phone number is 1-877-855-3767 Ext******. What CampMart needs to do is stop playing games and owe up their their poor workmanship and service delivery. If this is not resolved soon I’ll be contacting the CampMart CEO directly about the issues I’m am having as well as  submit a formal complaint to OMVIC asking that an investigation be completed against CampMart.
  

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

  Business Response

  Date: 20/12/2022

  Thank you BBB for forwarding this correspondence.

  The information the client is requesting is available to him.  We encourage him to reach out to ************@*******.ca.  All parts are on order, and the insurance agent has been reached out to.  We are unsure where she was calling into, as our phone records indicate we did not receive any calls, so we appreciate the client providing her contact information so we can get in touch with her and close out these concerns for the client.

  Customer Answer

  Date: 20/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because CampMart needs to upload a formal document to the BBB website showing the parts are on order and their lead time. CampMart also needs to submit a formal plan for how my trailer door will be repaired so it sits flush within my trailer frame. Lastly, insurance has called as well as myself and my wife and we never get called back so I don’t know. We’ve called both Andrew R. and the GM Cliff. The CampMart Ottawa location is extremely difficult to deal with and tell you nothing but lies. If folks want to contact me they can reach me via the below detail’s which should be on file. 
  

  *** ******

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

  Business Response

  Date: 22/12/2022

  Thank you BBB for the further follow up.  Due to privacy laws, we have directly emailed the client with the information he was seeking, rather than uploading documents and providing specific information here.  This situation has been elevated to our Director of Customer Care who will ensure she assists in getting the remaining concerns resolved.

  Customer Answer

  Date: 28/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because CampMart has sent me a PO number but no physical paperwork. If there’s sensitive information such as financials on the PO they can be redacted. However, for my purposes’s I’ll require the parts on order and when the PO was issued. I’ve been **** to too much in the past by the CampMart Ottawa location so I can’t trust them on their word. I was told over a year ago that the parts were on order and they weren’t. I need physical proof and hope that the parts weren’t just ordered in the last couple of weeks as a result of this BBB complaint. I also require a guarantee in this forum  that my trailer door will re restored to new. When I last spoke with the Ottawa location GL (Cliff) he said it likely wasn’t possible and that these trailers never really go back together the same. I hope this isn’t the case and I will not except a poor repair or ****** workmanship.
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 06/01/2023

  Thank you BBB for the follow up.

  We have had our Director of Customer Care reach out to the client with the information he has requested.  We continue to work direclty with him to resolve his remaining concerns and feel confident we are headed in the right direction to achieve his satisfaction.

  
  

  Customer Answer

  Date: 11/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because my request was to have CampMart upload the information the the BBB repository. The PO I received showed the parts was ordered on December 19, 2022. However, I was told CampMart ordered these months ago which was not the case. ******* *** **** ********. If I hadn’t raised the issue through the BBB these parts would not have never been ordered. This case will need to remain open until my trailer is repaired to like new. 
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 17/01/2023

  We continue to work with the client to address the remaining issues and will complete the final repairs as expeditioulsy as possible.  We apologize for some delays caused but are on track to finish the remaining items as soon as parts arrive.

  We have provided a very detailed accounting of what occurred for the unfortunate delays to the client, which in part were caused by a higher than normal employee turnover at the location.  We understand this is no fault of the clients and again apologize for the inconvienience and frustration caused.

  This has now been elevated to our Director of Customer Care however, and while we are unable to change the history of this, we are committed to ensuring clear communication and contact going forward until we have the trailer back in our valuable client's hands.

  The PO is attached for BBB's records.  

  Customer Answer

  Date: 02/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because CampMart has only ordered the parts as of December 19th 2022 after repeated messages through the BBB. When I initially started the complaint I was told the parts were on order and that supply chain issues were the problem. This was not the case CampMart had simply not ordered the parts and **** about them being in order. This is unacceptable as I’ve been waiting to have my trailer repaired for over 16 months. CampMart owes me some compensation for the outstanding repairs as my trailer is not functioning as required with a faulty door. My payments are $480 a month. Therefore CampMart should provide me compensation of $480 until I have my repairs completed in full. Assuming the repairs are completed by May 2023 the total would be $8640 (18 months x 480). When the compensation is formally agreed to we can close this complaint.
  
  
  
  Sincerly,
  
  
  
  ******** ******

  Business Response

  Date: 10/02/2023

  Thank you BBB.  CampMart has had clear communication regarding the delays.  We respectfully decline the clients compensation request.  While we appreciate there are repairs that are outstanding and that we are working hard to rectify as soon as possible, these repairs do not render the trailer unusable.  We are as anxious as the client to get the final repairs completed and have all but one part in to be able to achieve this. 

  BBB gives a great forum for communication and we appreciate the platform provided.  Appreciating that the client continues to reject our responses, however, there is nothing more we can add to the comments we have provided on this situation.  We have and will continue to provided the client all information he has requested from us.

  Thank you again, BBB, for this follow up.

  Customer Answer

  Date: 27/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because CampMart has not yet resolved my issues. Parts are not in and I have been in contact with the CampMart Ottawa location. The only items they can confirm is the door for which pictures of the box have been sent. However, it was specified that the box could not be opened so I have no way to confirm if it’s the right part. This is further compounded by the fact that CampMart **** to both myself and the BBB. CampMart told us early on in the complaint log that the parts were on order. This wasn’t the case as the recent PO was for Dec 19,2022. This has been going on for over a year and a half and I have very little faith CampMart will be able to complete the repairs so compensation is in order. This is further compounded by the fact that I left the trailer with CampMart the previous year for repair an they stored my trailer on the lot. However, before storing my trailer they winterized it and left the window open which caused some water damage to the cushions. The cushions were replaced. However, now I’m starting to see some delamination in some trailer panels that did not seem originally damaged from the water that sat on the trailer floor all winter. However, as time goes on the additional damage caused by the water is coming to the forefront. I have email proof the window was left open. This will need to need to be repaired as well and I’m worried the full extent has not yet come to light. CampMart made a real mess of my trailer and needs to be accountable.
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 30/05/2023

  We have come a resolution with this customer and the matter is resolved and closed. 

• Initial Complaint

  Date:21/09/2022

  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 recently purchased a used trailer from Camp Mart Sudbury. The trailer was from another location so we did not view the actual trailer before purchasing, however, we were told it was "showroom condition" and would arrive in 2 weeks. We started making payments on the trailer that week and did not receive the trailer for about 1.5months. During this waiting period I made several phone calls and emails that were rarely returned. The following weekend after the PDI we went camping to find out the black tank valve did not work. This is a part of the PDI checklist. Considering there is a large amount of duct tape-like material as well as a sagging underlay where the grey/black tank valves are, they must have known there was an issue. We have been calling multiple employees from the Sudbury location as well as the 1-877 head office # for 2 weeks now in re: to the black tank valve needed repair and this is still not resolved. Phone calls are not being returned and either are emails. After all of this trouble, the Camp Mart Sudbury employees offered my husband and I a $150 gift card to leave them a 5* google review.

  Business Response

  Date: 23/09/2022

  Thank you BBB for bringing this concern to our attention.  Our Sudbury team has addressed our valued client's concerns and to our knowledge all items mentioned were rectified to their satisfaction.  We hope this response finds them out enjoying camping!  If they do have outstanding concerns however, we would encourage them to reach out to our customer care team at ************@*******.ca