Complaints

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

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  Under the Stars RV

  9577 Sideroad 17 Erin, ON N0B 1T0

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  Under the Stars RV

  10 Lindsay Court R R #1 Georgetown, ON L7G 4S4

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:02/05/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 an RV ******* trailer that has major structural damage not disclosed I returned the trailer for repair or replace that have had it for over 3 months and have done nothing now saying the manufacture refuses to fix it

  Customer Answer

  Date: 20/05/2025

    Re complaint ********.   I am not sure if you are still waiting on a response from Under The Stars RV.   I have also been in contact with the maufactuer about this and seems they are half the problem. From what Under the stars has told me they put in 2 repair orders that were denied .   They also said they took more pictures and put in a 3rd repair order and were wating for a reply said a few days. That was May 1st.   They have offered to let me trade it in and still waiting on a response.   I would still like to get a refund as they don't have a trailer in stock that I like .  one was used the other 2 I looked at are a down grade.   I would have to accept just to try and resolve this.  I don't believe that is fair to me.  Wondering what my rights are on this. 

  -------------------------

  After I messaged you yesterdat I recieved an email from ********* and they just said from the info Under The Stars had sent in the trailer is within spec and would not honour the repair.  

   I did send back a picture with the wheel or tire out past the bodey saying  this could not be within the specs  first bump on the road the tire would come up and hit the side of the trailer instaead of being in the wheel well. I will send you the pic as well.   The other side the tire is safeley in the wheel well    I don't want to tow this trailer like this it could cause a blow out and cause an accident or worse.
  
    Thanks for your time 
  *** ********

  Business Response

  Date: 29/05/2025

  We have been actively working with our client from the outset to address their concerns and find a resolution that meets their needs. As the client is aware, we have been in ongoing communication with the manufacturer and are currently awaiting their official guidance. This is necessary, as we must follow the manufacturer's rules and procedures for any warranty-related matters.

  In the meantime, we have also taken proactive steps by presenting alternative options to the client, including the possibility of transitioning into a different trailer. We are currently in discussions with them to pursue this path and ensure a satisfactory outcome.

  While the process has understandably taken time, we remain committed to resolving the matter in a way that leaves the client fully satisfied. We are confident that, once completed, this experience will reflect our dedication to customer service, and we welcome the opportunity for a positive update to this complaint in the near future.

  Customer Answer

  Date: 30/05/2025

  
  
  I don,t need to send any pic's to you I wouldn't thhink. I brought this trailer bach in mid Jan. I can look for an exact date if needed. I told tem I needed it back early May to start my camping.  They did not send one email or phone call saying it was not looked after till I emailed last week of April .
  
    That is when they told me ********** refused the repair  as they piccs Under The Stars had sent along with the measurments were whithin their tolleronce. 
      Under the stars offered me nothing but to pick it up that it should be O K.   I do some back road camping and have done so with a 33 ft trailer.   The tire on this new unit will not survive these roads. 
       I asked for a refund and they refused and said the owner would call me.  After asking a few times to have him call with no response I asked about trading it in she just said not my job.   I then asked if she would forward it to sales with no response for a while. 
  
   I asked again and recieved an email from ****  *********. He said I could trade it in and they would give me what I paid less the tax  so assume I would be out 3200$  Not accepatble  to me  I gave them 3 different trailers to price out without a response to this date. They say they are working with ********** but ********** has said flat out they are not fixing it    Leaving me to think  Under The Stars are stalling knowing I have cancelled one trip already and hoping I will just pick up the trailer.  Under  The Stars have already admitted there is a problem and that is not the axle that is wrong and that ********** has put the entire body on wron and needs to be lifted of and re-installe properly and to this ********** jus said How to they expect us to do that.  There is also a second issue with the dinnette table 
      I just need a full refund to move on to a different trailer either with Under The Stars or elsewhere. 
  I will forward this to a Pro Bon laywer whom I have spoken to already 
  Thanks for any help   Please let me know if I need to respond to the 2 emails some how.
  *** ********