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Business Profile

RV Dealers

Laguna RV

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in RV Dealers.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/16/2022

    Type:Product Issues
    Status:
    Resolved
    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 went to laguna RV and found a 2015 travel trailer on 08/27/22. I made a deposit of 1500 dollars and got financing to pick it up at a later day when it was ready. When I went to go pick it up the trailer wasn’t cleaned prepped and was broken. I stated I no longer wanted it and they said I would receive my 1500 dollar refund in 3-5 business, I asked if there was anything they wanted me to sign and they said no. A week has gone by and they no longer said I will be receiving my 1500 dollars. I asked them to send over the contract via email which they never did. They are being really unprofessional and then stated I need to pick up the trailer because I signed a contract for it. They said I would be sent a copy of the contract via email and never was.

    Business Response

    Date: 09/17/2022

    As soon as Mr. ****** asked for a refund, we sent out a check as we stated we would. We demand that this unwarranted and nonfactual complaint be removed by Mr. ******. We are at a loss how the supposed Better Business Bureau allows nonfactual and unwarranted complaints to be filed and effect the day-to-day business of an honest, family owned and run RV dealership.

    Customer Answer

    Date: 09/19/2022

     I am rejecting this response because:
    Laguna rv has stated that they are refusing to send me my money until they sell the trailer. This company has lied multiple times through the buying process and even more since attempting to get my refund. There was never any check sent. I have multiple witnesses that heard them say they were going to "Zelle" me the money in 3-5 business days from 9/9/22. I called laguna rv that next Wednesday and they stated I would have it by the end of the day. I then called them again on Friday and they completely changed their story and said there is no way for me to get my refund and then the owner stated that he refused to send it until the trailer is sold and made money. During the conversation on Friday I told them that they had already stated they were going to refund the money in 3-5 business days . they then proceeded to say they never said that. As stated before I have 3 witnesses. There was never any discussion of a check nor would I have accepted that due to the excuse of mail loss. 

  • Initial Complaint

    Date:06/06/2022

    Type:Product Issues
    Status:
    Answered
    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.
    Paid cash for a 2022 Retro 190BH Trailer on 1/22/22. Everything was supposed to have been gone through and checked at time of delivery. It was not. No hot water. I called. Had CSR over phone, step me through the process. I had to rip the wood off to get open, that how I know it was not checked. I reset it, it keeps tripping. Spoke with Bob Orlund, who personally came out reset it and it popped again. Toilet overflows when flushed and is making floor wet. I have called and texted Bob and he has no idea of a time from company. I have workers staying in it on weekends that would like a warm shower. I also contacted the service manager via email. She was absutely no help.

    Business Response

    Date: 06/30/2022

    The coach in question was a 2022 Riverside Retro 190BH. We did check all of the systems in the coach before delivery and the customer was given a walk through upon delivery. Riverside RV had issues with the electric water heater and has issued an internal recall for that unit. While we did not build the coach, we have tried on numerous occasions to make it right for the customer. When Riverside RV planned to replace the electric water heater with a smaller unit we decided to purchase a new Gas/Electric water heater for this customer and install it. We will not be reimbursed for the water heater, but will recoup some of our labor time from the manufacturer. The wood covering in question was a panel above the water heater and it was screwed down. It was not fastened with permanent staples or glue. We did check the water heater at the time of delivery and it was working fine at that time. The problem was that the factory installed the appliance in a manner that put the electronic heating device out of the water when the heater tank was low. This resulted in the breaker tripping and necessitated a reset. We will continue to help this customer as much as we can.

    Customer Answer

    Date: 06/30/2022

     I am rejecting this response because:

    Water heater is still not working properly. The circuit breaker keeps tripping.  I have a person working on it from Laguna RV trying to rectify the problem.  They used an on/off switch for a home instead of an OEM switch.  Also, no caulking or protection was put into the places that were cut out to fit their wires and pipes through. 

    I have now retained council  that is going to send both Dealer and Manufacturer a Letter.  Thank you for trying to help me.


    Business Response

    Date: 07/15/2022

    We have sent another tech out to Ms. ********'s house and rectified this issue. This was completed over a week ago. 

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