Complaints

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• Initial Complaint

  Date:03/11/2024

  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.

  February of this year I made an online purchase to Luxury RV of ****, ** for a used 2017 ***** truck camper. It took me a few weeks to travel down there to pick up the camper as I needed to take time off of work and come down when there was not to be torrential rain or snow storms. I arrived on February 15 to pick up the truck camper with my Dodge ram f350. I was told at that time that I was supposed to come already prepared with tie downs for the truck, and was apologized to for not being told this beforehand. They did not have tie downs for me and said they would need to order them for the next day, for delivery to their store, sometime between 9am and 5pm. Then they would need to be installed. On my own I went to another RV store which had the tie downs in stock. i called Luxury RV from that store and said I found the tie downs and i can purchase them and bring them to be installed. i was told that since the other place sells them that they should install them because the people at Luxury RV rarely sell truck campers and are not as experienced in installing the system but that we could then go to Luxury RV once we have the tie downs and they would install the truck camper for us. We returned the next day with the necessary tiedowns, Luxury RV then installed the camper. On the way home the camper flew off the truck, in ********** and was totaled. The truck was severely damaged. We called Luxury RV from the scene of the accident and their employee ********* and the manager said to get it towed to a local shop and then they would come with a flatbed and pick up the camper. We got it towed, had a police report for the accident filled out then went back home to ********. When we got home we were told by Luxury RV that we needed to talk to their owner ***. *** refuses to take any responsibility for the faulty installation of the camper and said unless my insurance company filed a claim against them they wont do anything.

  

  Business Response

  Date: 03/20/2024

   

  COMPLAINT    # ********

  Customer purchased camper over the phone, they came in with no tiedown mounts, We ordered new mounts for them, but customer didn't want to wait so they purchased other mounts and had another dealer install them. Customer came in we put truck camper on truck attached the buckles and the customer left.  The buckles were tight when it left our shop. 

  Some where in ********** the camper flew off, I called our insurance company and they said customer needs to call their insurance company.  Because we didn't install mounts, in other words let the insurance company find out why it came off - wind, improper mounts etc.