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:09/08/2024

  Type:Service or Repair 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.

  Over a two year period I had the brakes replaced on my trailer. After going back and forth over *** times they were never fixed properly. I had spent hundreds of dollars them plus a lot of time and travel from ****** to third street. I asked for some compensation for the work that thy didnt do properly. I had to spend over $400.00 to Oxford Dodge to fix and rewire the brakes.

  Business Response

  Date: 14/08/2024

  We have done multiple different repairs to ********************** trailer, including brakes, bearing repack, winterization and smaller cosmetic repairs. With regards to his brake complaint, we plugged his trailer into our work truck and it works fine, but when plugged into customers truck, it did not work. That was a clear indication that the problem was with his truck. 

  I feel we will be unable to come to an understanding when it comes to ********************* service issues, therefore we are willing to reimburse the $400 specified on his letter he delivered on Friday August 9th to our service department. With that said we will also part ways as a service relationship going forward. Please refer to any other RV dealer for your service needs. 

  Please provide an address to where a cheque can be mailed as well as confirm the acceptance of this offer, so we can keep it on file.  

  Customer Answer

  Date: 14/08/2024

   
  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:01/09/2023

  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.

  Delivered my trailer with awning ripped off(there solution was adding a screw,then a bad storm came and ripped it off my trailer. Delivered trailer with slide out frame broken. (Took them 2 months to fix it and 3 or 4 trips out to finally fix it right). Finance lady is a real mean lady, her name is ********. She is very rude every time I call and has a snarky attitude with me when I dont give her my name, she is ****** the managers wife, I dont know why she had a problem with me at all, I never did anything to her. And ******** is very familiar with the better business bureau as I mistakenly said the name wrong and she correctly me quickly and rudely that was today Sept 1st 2023 at 1021am. Then she told me to have a fabulous day when I told her to tell **** to cancel any remaining warranty work. ******** had also committed fraud multiple times. Ive called hiemstra countless times and been hung up with by ********, because I simply would not give her my name but its also cause she didnt give me her name and I found out ******** name from someone else. Then when I ask ******** when Ill get a call back she tells me that she cant say exactly when and then hangs up basically and says were very busy and one of our service people quit, I used to work in customer ********************** and this level of customer ********************** is very poor and disappointing, Because the sales lady named ****** and the service worker named ******* and ***** are ************** and I would like my trailer replaces and some compensation as well, due to hiemstra and ***** almost killing my family due to the propane leak that was missed before leaving the factory. I was told by ******** it was a good thing I was cancelling my warranty work and then she hung up with me. Ive sent hiemstra emails and havent even received a reply yet. My trailers wasnt wired properly from the factory and the heater wouldnt turn off and my ac no longer works right. My shower is sinking. I need a new upgraded trailer.

  Business Response

  Date: 07/09/2023

  When customers call the dealership, it is encouraged from our staff that they get a name of the person calling prior to transferring a call. This is to ensure that the recipient of the call, can pull up the customer's file (if there is ones) and be properly prepared to ensure a quick and efficient call. That is a very serious accusation, ******* is making regarding ******** committing fraud multiple times.   

  We have addressed the warranty issues ******* has had with her trailer in a very timely manner. We have answered and returned many phone calls from ******* and have never told her not to call. Up until now Sept 1, 2023, as there is a zero tolerance for harassment and swearing to any of our staff members and vice versa. When ******* would call, she would be very abrupt, condescending and swear at our staff.  We would also like to mention that ***** has called us to inform us that they have also received calls from *******, informing them that she found another dealer to do her warranty work. ****** from *****, said she called them multiple times as well, slurring issues she claims she is having with her trailer. It has become very difficult to help *******, with the lack of respect she has given our staff. We do have concerns that *******, may not always be in the best frame of mind when calling the dealership.  We were completing *******'s warranty work up until now, and it seems it is a mutual decision, she gets her trailer repaired elsewhere. 

  Customer Answer

  Date: 07/09/2023

   
  Complaint: 20553099
  
  I am rejecting this response because:

  That is very interesting because ******** is the only one who has ever asked for my name, she has hung up on me multiple times, and told me to call back when I felt like giving her my name when clearly she knows whos on the phone. When ****** answers the phone she doesnt ask whos calling. ******** seems to have a problem with me Im not sure why, because she is the lady that signed my finance papers and she was very nice that day. Then when it was time to deliver the trailer it was delivered late, with an awning ripped off and my slide out door frame ripped off the wall, and it took you guys over 5-7 times at my trailer fixing it. You answer calls because thats your job, I have multiple emails which have been simply ignored by your workers and they Bluntly told me that over the phone oh yea I got your email on Saturday, (meanwhile it was already Monday afternoon ) so you got my email, didnt reply and didnt even call me to address any of the problems. As Ive said to jayco today  I wouldnt have had to call you guys at all had everything with my trailer be 100% but unfortunately it isnt even 50%. Had I not been lied to by ********** wouldnt have been dealing with hiemstra at all, but I was told by **** himself that I could only get my trailer serviced at hiemstra. I have owned up and apologize to **** as well as *******. I have not received any kind of apology for the countless times I was hung up on. Work on your customer **********************, and maybe youll keep customers. Your customer ********************** at sale and after sale both matter.  How professional of a reply as well, I dont even know to address as there is no name of who wrote the response.

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

  Customer Answer

  Date: 07/09/2023

  Please close this case and advise hiemstra to not contact me again.

• Initial Complaint

  Date:01/11/2022

  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.

  New trailer purchases June 28 2022 with Extended Warrenty.
  June 30 2022 - spoke to First Canadian Financial group to confirm if the Dealership had to perform extended warranty requests or if another Dealership could do it. Was advised it had to be Hiemstra and I had 30 days from Date of purchase to cancel and receive refund. Due to poor customer service, we did wanted to sever the relationship with Dealership as soon as possible. We emailed signed forms as requested June 30 2022 to cancel the extended warranty to First Canadian Financial Group who then sent the forms to Hiemstra.
  Aug 16 2022 Jennifer Cordeiro sent an email advising we had to respond back via email advising that we were no longer interested in the warranty and the funds would be sent back to the bank and applied to the loan.
  We did so on Aug 19 2022. We have followed up many times and the funds are still not applied to the loan.
  I would like the Canceled warranty applied to the loan backdated with interest to Aug 1 2022

  Business Response

  Date: 08/11/2022

  This is to confirm your warranty has been cancelled. There is a process when cancelling a third-party warranty which can take some time in getting the moneys refunded and processed at the bank.

  I've confirmed with our accounting department, and the money should be applied to your loan by the end of November at the latest, given that the lender processes the cheque promptly as well.