Complaints

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

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• 

  RV Country

  3633 S Maple Ave Fresno, CA 93725-2417

• 

  RV Country

  18605 SW Pacific Hwy Tualatin, OR 97062

• 

  RV Country Washington LLC

  511 Suzanne Ln Mount Vernon, WA 98273

• 

  RV Country Washington LLC

  5111 20th St E Tacoma, WA 98424

• 

  RV Country Nevada, LLC

  399 Legends Bay Dr Sparks, NV 89434

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:02/20/2023

  Type:Customer Service 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.

  I took my Grand Design Momentum 21G back to RV Country on Jun 7, 2022 after our first trip. We experienced multiple problems that I thought to be manufacture defects and expected a quick and simple repair process. We agreed that I would pick the trailer up on June 28, 2022 and if there were any parts that couldn't be delivered before then that I would return the trailer for those repairs to be made. I picked the trailer up on June 28th and no work had been performed on the trailer and I was informed that Grand Design would not cover 2 of the issue that I had with the trailer.
  One issue was that the slide out was leaking on the floor and they offered I could pay to have a topper installed to help with the issue which I agreed to pay for. When I picked up the trailer I said that I thought the topper was too small but they insured me that once the slide out was out that it would cover it. Once the trailer was home I discovered it was indeed too narrow to cover the slide out. I returned the trailer to have the proper sized topper installed and they called me to pick it up to discover they still hadn't replaced the topper with the proper sized topper. I was forced to show them once again it was still wrong before they corrected the issue.
  
  I continued to return the trailer to RV County for them to complete the initial warranty issues along with new issues that were discovered to which they had the trailer in their possession for about 3-4 months and I contacted Grand Design with the issues and was told they would cover the issues.
  Today on 2/20/2023 I went to their location (after multiple phone calls and emails went unanswered) to find that they had not even ordered the correct parts needed for the initial warranty claim on 6/7/2022. Furthermore I was informed but the service manager that he did not even know that they had my trailer for the last 6 weeks even though he told me in October he would ensure my claim would be resolved once I returned the trailer

  Business Response

  Date: 02/25/2023

  Dear BBB,

  Mr.***** dropped his RV off on Jan 12th.  We were able to work the coach in on the 13th to trouble shoot. Our advisor handling the work order didn't forward warranty repair request in a timely manner delaying work productivity. We acknowledge our failure and apologized to Mr. *****.  We should him the utmost respect. However, his behavior didn't reciprocate respect to our staff. His use of foul language was offensive and uncalled for. We've escalated the work so we can address the warranty issue on behalf of Mr *****.

  
  

  Regards,

  
  

  ******* *****

  Managing Partner

  RV Country

  Customer Answer

  Date: 02/27/2023

   I am rejecting this response because:  I am not sure who ******* ***** is as he was not at the ******* location when I was there.  I have never spoken with him and he has never attempted to contact me directly.  I find his claim that I was using offensive language to be false, misleading and a weak attempt to discredit my complaint of the 8 months of no response to my warranty claim from RV Country.  Mr. ***** is claiming that he has escalated my warranty claim yet I have heard nothing and there is no evidence presented showing what they have done.  I have requested a written document showing what they have completed for repairs on my trailer along with what I have requested be repaired and to this day this request has gone unanswered.  I have also made the request directly to Grand Design to see what they have paid RV Country for and still no response.

  
  

  I believe that RV Country has known about these issues with warranty claims/service requests and perhaps is encouraging this behavior from their staff as a way to make money.  It was reported to me that the individual that they are admitting dropped the ball on my warranty claim actually was promoted to service manger of the Sequim location.  Even though he has multiple BBB claims/Google Reviews with his name mentioned in a negative manner for situations similar to my experience.

  
  

  Furthermore Mr. ***** has only provided a response to the time the trailer was on their service lot from 1/12/2023 to 2/20/2023 even though RV Country knows that the initial warranty claim was made in June 2022 and those repairs are still not complete.  It has come to my attention that the service advisor that they employ did not even file some of the warranty claims I made and my only saving grace is that I have emails going back to July where I was following up with this individual making sure he filed the warranty work for repair.

  
  

  Currently RV Country ******* has a new service advisor and shop foreman who have stepped in to get me the parts needed for me to make the repairs necessary.  This has been much appreciated by me and my family but it still leaves us with having to either find another shop to make the repairs or for us to make the repairs ourselves.  Due to the extreme length of time our trailer spent in their custody for repair and nothing being accomplished I do not feel it would be a wise decision to leave the trailer on their property any longer considering the release we sign when dropping the trailer off and their admission that they did not know they had my trailer for 6 weeks in January and February.
  
  
  
  

  Business Response

  Date: 03/01/2023

  Dear BBB, 

  I have a correction to my previous response. Mr ***** did not use foul language when visiting our ******* location. I was dealing with another customer from ******, who had a similar name and spelling. Please accept my apologies for the misinformation.  Our staff has been in contact with Mr ***** since his last reply. We are scheduling time to go to his residences and make the needed repairs. We've inconvenience our customer enough where we need to go the extra mile to recover our mishap. 

  
  

  Regards,

  
  

  ******* *****

  Managing Partner

  RV Country

  Customer Answer

  Date: 03/01/2023

  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.

  RV Country has stated that they will complete the repairs at my residence and have stated that they will return the remaining money that they did not return when I cancelled the extended warranty along with additional credits.  So long as RV Country completes what they have stated they will do I will consider the matter resolved even though I am still very unhappy with the way the last 8 months went.

  
  

  I do recognize that errors can be made and I will accept Mr. ****** apology and his admittance that I did not mistreat his staff or use offensive language.

  
  

  My experience with purchasing this trailer and getting the warranty work completed has left such a bad taste in my mouth that I would advise anyone not to purchase a new RV.  I feel that my experience is not uncommon and this treatment is not limited to customers of RV Country but is perhaps the culture of the entire industry from manufactures to the dealers.  I believe that if I did not quickly recognize that the service order was going wrong and began to document everything in writing and continue to escalate this matter I would have never gotten my warranty work completed.  Even with my persistence I am still sitting more than 8 months since my claim without my trailer repaired but I finally have a glimmer of hope that the work may be performed tomorrow.

  
  

  I hope that RV Country finally comes to realize that spending money to resolve issues such as mine is a waste and that the money would be better spent keeping their customers happy and RV's in the outdoors and not on their lots awaiting repairs. 

• Initial Complaint

  Date:02/14/2023

  Type:Customer Service 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.

  AT RV SHOW IN QUARTZSIDE AZ FILLED OUT APPLICATION FOR GRAND DESIGN MOMENTUM TOY HAULER.
  - NO BUSINESS CARD / FLYER /SPEC SHEET / COPY OF APPLICATION AVAILABLE @ SHOW
  - NO REPRESENTATIVE INFO. AVAILABLE EXCEPT FOR CELL PHONE
  - NO FOLLOW UP FROM ANYONE REPRESENTING COMPANY / SALES /FINANCE
  - RAN CREDIT MULTIPLE TIMES - WHEN ONLY APPROVED FOR ONE CREDIT RUN
  - COMPANY REPRESENTATION NON-EXISTANT
  - NEVER HEARD BACK FROM ANYONE REPRESENTING RV COUNTRY GOOD/BAD OR INDIFFERENT
  - WHEN CONTACTING RV COUNTRY CORPORATE FOR FOLLOW UP WITH FINANCE GOT RUN AROUND AS TO WHO? WHERE THEY WERE LOCATED ETC... NO STRAIGHT ANSWERS UNABLE TO ASSIST
  - AFTER CALLING MULTIPLE TIMES TRYING TO REACH COMPANY/REP GOT AHOLD OF "SALES REP" WHO SAID " SORRY YOU WERE NOT APPROVED" AFTER 4 WEEKS.
  - RECEIVED NOTICES FROM MULTIPLE BANKS THAT CREDIT WAS RUN WITHOUT APPROVAL
  - CONTACTED REP "DON" WHO STATED HE WOULD CONTACT FINANCE AND CLEAN UP THIS MESS AND CALL ME WITHIN 24 HOURS.
  - NEVER HEARD BACK FROM ANYONE REPRESENTING COMPANY NOR WAS I EVER ABLE TO REACH ANYONE WITH AUTHORITY OR ABILITY TO SPEAK OF CURRENT OUTCOME AND ISSUES WITH COMPLAINT
  - BAD BUSINESS PRACTICES
  - UNETHICAL BUSINESS PRACTICES
  - BAD CUSTOMER SERVICE
  - REPS NOT TRAINED - NO SOP

  Business Response

  Date: 02/16/2023

  Dear BBB,

  Mr and Mrs ******* engaged our sales staff and pursued purchasing a Momentum toy hauler fifth wheel during our Quartzite show in **.  Mr and Mrs ******* agreed to purchase price and gave personal information for RV Country to act on their behalf in an effort to secure financing.  Our Finance Manager submitted the loan to a couple of lenders but was not able to secure an approval for Mr and Mrs *******.  RV Country is not responsible if a customer is turned down for credit reasons.  Our staff did everything possible under the terms and conditions of the leader's programs.  It appears there was a delay in communicating this to the both of them and we sincerely apologize for this.  We do have a Specialty Finance Manager who works with customers to rescore their credit profile so the lenders will buy the deal.  We're more than happy to work with the *******'s if they are willing to go through the process. 

  
  

  Regards,

  
  

  ******* *****

  Managing Partner

  RV Country

• Initial Complaint

  Date:12/14/2022

  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.

  WO# *****, On April 21, 2022 I took the Trailer to RV Country to begin the process of repairing the unit, Damage was caused to the roof front Awning and inside floor from a tree contact. I took my trailer to this repair shop because they are an advertised dealer for the manufacture of my unit and was expecting quality work with original parts replaced. By May 5th 2022 the warranty work had begun and by May 16th my insurance company and RV country had agreed on the major work to proceed. After many months of mis information and bad commutation from RV country I was told my unit was ready for a temp trip and when I arrived the Awning was hanging off and the repair work on the floor was horribly done. I could not take the unit and ask for the floor repair to be re-done. More months passed with rude emails from a new advisor as the other person I was dealing with was let go along with others in the service department. She was demanding payment before all the work was completed which I declined and she wanted me to pick up the unit until the floor could be repaired and proceed to threaten storage fees. I said no when all work is completed, I will pick up the unit and pay the balance owed. By October 28th I had arranged to collect the fully repaired unit and had asked multiple times that the unit be washed and cleaned. When I showed up it was dirty, never cleaned nothing and I had an unpleasant confrontation with this service rep in their lobby, where she was unprofessional and would not do a proper walk through of the work completed, they just wanted me out of there period. I paid the balance and left with my unit. I found out when I took my unit home that the inside control panel was smashed and the Awning was replaced with a cheaper version than the original, different material, construction and color was not the same. I took my trailer back to RV Country to show them the Awning mess up and the service rep scanned the other barcode awning realizing it was not the same and said she look into it. I said I would follow up in one week as I was leaving on a family trip with the unit and discovered that the storage compartment had a missing 50Amp Electrical cord and water hose taken while in RV Country possession when I got to my camp site. I had to purchase new cords and hoses and when I returned one week later, I followed up with RV Country only to be told that they did not have time to look into the smashed control panel repair and the Awning is what I got as it was the only thing available at the time even though my unit was there 6+months and is a 2022 unit, they never communicated with me once on that it was the only one available, I would have never approved it. Also, they said regarding the missing 50 Amp cord and water hoses that personal property is not their responsibility even though I had the doors locked and they wouldn't take my unit keys because they have master keys and it was in their possession over 6 months. RV Country Service Department is the worst experience in my life dealing with any dealership, they should be closed down for bad business dealing ASAP.

  Business Response

  Date: 12/17/2022

  Dear BBB,

  Mr. ******* originally came to our facility in April for insurance work through *******, a previous employee. Mr. ******* had taken the unit off the lot for a time period and had brought the RV back for the rest of the repairs. He chose to leave it here for three months following a scheduled repair from a **** ****** company CCI because he was unhappy with slight discoloring in the **** repair from the said ****** company. Once the repairs were corrected, the customer walked and inspected his unit, approving all repairs, signed off on them, and took his RV. During the pick-up, he mentioned a crack in the switch panel. We have seen switch panels crack before due to being made out of plastic. The panel board is not smashed, as Mr. ******* stated in his complaint. The cracked panel would be a warranty issue between Grand Design and him. He did not purchase from RV Country, thus limiting RV Country's "good will" for matters outside Mr. ********* warranty period. It was precisely 31 days that he then sent our advisor a text stating that his hoses and 50 amp cord were missing,  and he wanted the manufacturer's original awning instead of what was available at time of repair. The advisor had brought Mr. ********* request to our service manager, who declined all requests because of the time frame the customer had their unit, and the manufacturer's awning was not available at the time of repair. As for the missing items, it's odd that the electric cord and hoses would be missing. Our property is secured with an electric fence preventing thieves from entering the property. Our techs use company ***** cords if they need to ***** up the unit. We do not believe someone stole the items while the unit was in our possession. We haven't had a problem with such issues in the past. After reviewing the text message history, Mr. ******* missed multiple pick-up times, stating he was on a trip or had forgotten his pick-up date. Mr. ******* also threatened a lawsuit in his text messages after the former advisor, *******, left a message that he would be charged a storage fee if he did not pick up.  To show good faith on RV Country's part, we will reimburse Mr. ******* for one garden hose - $35, one sewer hose - $55, and one 50 amp ***** cord - $279.

  
  

  Attached are his signed pick up on October 28^th acknowledging work and cost of work performed. Also, attached are the text messages documenting conversations with time frame.

  
  

  Regards,

  
  

  ******* *****

  Managing Partner

  RV Country

  Customer Answer

  Date: 12/19/2022

   I am rejecting this response because:
  
  
  #1 Look at the Text message response from RV Country , they stated they (Service Manager
  *** ******** RV Country Fresno, 12-15-2022 04:37 PM PST) I will review the situation and see how far out a
  backorder is for a matching awning, so now they are going back on their word? 

  
  

  #2 The service adviser (***** Jimenez
  Service Advisor RV Country **********************) never did a walk through of all completed repairs, If she had of shown me the Awning I would have told her at the time but she did not and in fact never did throughout the entire repair process, not even once. At pick up of the unit , She forced me into a confrontation with her because she did not do her job (which she admitted to not doing her job) and refused to having my unit washed and cleaned but then reluctantly went to the wash and detail (Erin Wash) to complain my situation which I followed her too and discovered her exiting that building laughing and whistling like a child. What a shame to have such a disastrous employee as the face in customer service department for your company.

  
  

  #3 RV country had my unit in there possession for many months and had ample time to find the correct Awning but thought they could just replace with anything they wanted without notifying me once, unacceptable.

  
  

  #4 I am glad I never purchased my new 2022 unit from you at RV Country, am sure that would have been a great ordeal that I would have enjoyed...Not.

  
  

  #5 A new 2022 unit should not and better not just have a smashed or in your words cracked control panel just by chance, that's a ridiculous statement and you know it.

  
  

  #6 Refunding me for the items taken from my unit is a great first step (If I ever receive it) but not everything I have asked for, and as a reminder here is the following list again

  
  

  12-15-2022 01:39 PM PST - Dominic Canning
  I tried calling you but no answer at the service department which always
  seems to be an issue.
  There are three items as you know that need resolved by you. 

  1 - Replace the Front Awning to the original that match's the rear
  Awning. 

  2 - Repair the smashed control panel that no one at RV Country will take
  ownership of breaking 

  3 - Refund me for the 50Amp Electrical Cord and Water hose that was
  taken from my unit storage compartment while in your possession. 

  
  

  This is nonnegotiable at this point and you should have never let this
  service rep escalate the matter to this point, and you know it.

  
  

  
  

  Business Response

  Date: 12/22/2022

  Dear BBB,

  We have authorized payment for the missing items from Mr ********* RV.  There is no way we can determine if items were stolen while on our property.  We are making an exception to reimburse. Even though, Mr ******* did sign our drop off form which clearly states, RV Country not responsible for personal items. As for the other claims Mr ******* is requesting, we are standing by our convictions.  We are not responsible for component shortages, model changes, or delays in receiving parts due to shortages.  We reached out to Mr ******* multiple times to pick up his RV with no success. Our recommendation is for Mr ******* to contact Grand Design customer service and request a new switch board or better yet, work through his selling dealer to secure a new board under warranty.  

  
  

  Please close case as "unresolved"

  
  

  Regards,

  
  

  ******* *****

  Managing Partner

  RV Country

  Customer Answer

  Date: 12/30/2022

   I am rejecting this response because:
  
  
  Clearly RV Country like sounding like a broken record at this point and still making excuses for their disastrous service department by continuing to wash their hands of my complaint.  Yes I did sign your drop off form which states that RV country is not responsible for personal items but the items taken were in a locked storage compartment. I offered you the keys to the unit on drop off which I was told no need as you have the master keys for this unit as a dealer for this manufacture, so yes once again you are responsible for the items taken.

  
  

   furthermore, I do agree that RV Country is not responsible for component shortages, model changes, or delays in receiving parts due to shortages but they NEVER communicated that with me regarding the Awning, not once. They just went ahead and installed whatever they wanted even though it wasn't the same Awning as the rear, different construction ( cheaper model) and different color then asked for me to come pick it up even though the floor damage that had to been redone for a second time wasn't completed, which yes I absolutely denied to come pick the unit up until all work was completed. When I did get the email to say the unit was all ready there was no walk through of the finished product otherwise I would have rejected that work also and payment would have be retained until all work was satisfactory for your incompetent work. At this point I was not aware that the items were stolen from the locked storage compartment or the smashed control panel had taken place. So yes you you were unsuccessful in all areas of your disastrous handling of this situation at your company.

  
  

  Lastly, don't patronize me by telling me to take my business elsewhere, that's a given . You have lost my business forever RV Country Fresno, I mean just look at the list of complaints for RV Country Fresno on The BBB with one star across the board for may years and especially in 2022, for a company 60 years in business you sure have lost a lot of customers and you couldn't care less. I am glad the BBB has you listed as a C grade and NOT Accredited.

  
  

  My last regret is that I did not do my research  and find out what a disastrously incompetent company you really are RV Country, Fresno.

  
  

  FYI, This case is FAR from being closed, you will replace my Awning with the original parts , construction and color, and fix the smashed control panel you tried to hide damage of,  Nonnegotiable.

  
  

  Respectfully.

  
  

  * *******. 

• Initial Complaint

  Date:12/06/2022

  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.

  Bought a 2018 arctic this summer, took over a month to get it from repairs and walk thru. Took it out for maiden voyage and within hours had catastrophic damage to awning (fell off trailer and almost hit my kid) kitchen faucet blew and leaked water everywhere, and master bed motor stopped working. We called back to RVC of Fife and talked with **** the service manager who apologized and told us to bring it in ASAP to the Buckley repair shop and they will make it right. He said any issues have them call him and it will be taken care of. Upon dropping off, we were told 2-3 weeks for repair and only thing I was told charges wise was for a diagnostic test. We bought the extended warranty and this damage was within first 30 days. It took 8 weeks with little to no communication before we heard anything back about our unit. We received a call that it was ready and that we owed over $2500 for repairs (of which I was never talked to or advised prior to repair). When I stated that I had a warranty and what **** told me I was told by **** that it would be corrected and they would get back to me. 3 weeks later of me calling and leaving voicemails and no responses, i finally get ahold of someone again who tells me I owe them $2500, my warranty covers none of the repairs, and that **** has moved to Oregon and doesn’t remember ever talking to me or saying it would be covered. At this point I’ve been passed around and screwed over and when told I would be able to talk to the Director for Repair (Randy or roger) I still get no call back and told they are driving and will call me back. That was 4 days ago. It has now been 4 months since we dropped off trailer and have not been able to use it yet paying monthly for it. I am now going to BBB, attorney general and getting a civil lawyer to take this over. I am fed up with the lack of honesty, professionalism and service and will never do business with this company again.

  Business Response

  Date: 12/10/2022

  Dear BBB,

  We reached out to Mr **** and was able to address his concerns.  He left happy and said he would let BBB know everything was addressed to his satisfaction.

  
  

  Regards,

  
  

  ******* *****

  Managing Partner

  RV Country

  Customer Answer

  Date: 12/12/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 185****5, and find that this resolution is satisfactory to me. ***** was able to get everything settled and confirmed and we were able to pickup our unit. He was very professional and understanding of what transpired, and owned the mis-communication and response from the other channels.

• Initial Complaint

  Date:11/22/2022

  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.

  On July 30, 2022, I took my Fifth Wheel Camper to RV Country in *******, WA. **** ******* (service advisor) assisted with check-in. I requested the Factory recall item be replaced, install the Happi-Jacks in the garage that were not installed at the factory, replace main bathroom cracked vent hood (warranty item), repair shelf under island sink, install satellite cable on the roof, install missing screw on main door window (missing from factory install), check auto hitch system and cable connections. Due to the significant delays in completing the requested task, October 15, 2022, I picked up my fifth wheel from RV Country. Despite me contacting **** S. on multiple occasions to ensure the main power was turned off (he said I'll check), my 6Volt AGD batteries were depleted (dead). I had to connect to shore power to connect to my truck. I contacted **** on Monday about the replacement of my batteries and he referred me to the service Manager (***** *.). ***** indicated RV Country does not replace batteries because we do not know how old they are. I purchased my fifth wheel from RV Country in May 2020. Despite having my purchase order in front of him, he refused to reimburse me for my battery cost. I requested to speak to the regional manager (**** *******) and was denied access to him. Instead, ***** and **** *. referred me to **** ******* on October 18, 2022. I explained the situation to ****, he spoke about him being an expert on AGM batteries and that he would speak to Cory and get back to me. As of November 7, 2022, I have not heard from anyone at RV Country. When I picked up my fifth wheel from RV Country, they charged me $193.32 for "Misc Labor Code" and I have no idea what was completed for the charge. I purchase 2 new batteries ($464.78) from Camping world. The satellite cable was not ran nor was the main bathroom vent hood replaced. Grand Design indicated RV Country did not contact them to order the part. Instead, Grand Design sent me the part to install.

  Business Response

  Date: 11/27/2022

  Dear BBB,

  We acknowledge Mr ******** concerns noted in the BBB complaint Nov 23rd. We've requested records of Mr ******** work orders in order to have information necessary to make a well informed decision. Unfortunately, with the Thanksgiving holiday interviewing, we are delayed in providing our response.  Several staff members who assisted Mr ****** are away on Thanksgiving vacation and due back on Monday.  We should have a response by mid week.

  
  

  Appreciate additional time to respond,

  
  

  ******* *****

  Managing Partner 

  RV Country

  Customer Answer

  Date: 12/27/2022

   I am rejecting this response because:
  
  
  Good evening ******,
  
  I received a call back from ***** ******, RV Country, on December 6, 2022 requesting I call him back.  I called him back no his assi****t transferred me to his phone but it went to voice mail.  I called ***** again on December 7, 2022 on two different occasions (leaving voice mails) and as of to date, I have not received a return call. I appreciate your assi****ce in the resolution of this matter.
  
  Thanks
  ****
  

  Business Response

  Date: 01/02/2023

  Dear BBB,

  Our Service Manger was able to make contact with the customer. We are waiting on an invoice for the batteries to determine the amount we'll reimburse the customer. Hopefully, this will resolved the customer's concerns.

  
  

  ******* *****

  Managing Partner

  RV Country

  Customer Answer

  Date: 01/05/2023

   I am rejecting this response because:
  I received a call from RV Country on December 28, 2022.  A copy of the invoice (battery purchase and service receipt) requested was emailed to ***** ******, RV Country on December 28, 2022.  No resolution has been reached at this time.

  
  

  Thanks

  ****
  
  

  Business Response

  Date: 01/11/2023

  Dear BBB,

  I spoke with ***** ******, our service manager of *******, and he shared he and Mr ****** spoke yesterday. ***** confirmed he did receive the invoice for the batteries and that he had to reach out to corporate for approval to reimburse. Reimbursement was approved and the customer will be receiving a check on the next run of checks, which will most likely be next week.

  
  

  ******* *****

  Managing Partner

  RV Country

• Initial Complaint

  Date:10/26/2022

  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.

  I purchased my trailer from RV Country 4 months ago. I filled out items found on the walk around that needed to be repaired and to this day I keep getting the run around. I have reached out to the manufacturer 3 times and they have confirmed all parts are at the dealer ready but I get nowhere with the dealer. I had ***** call me and apologize after I reached my sales manager and she promised to call back ... 2 weeks and nothing again. I have a letter out to the manufacturer and am researching legal action. The promises on RV Country are not being fulfilled and I feel there is nobody in management to help. I ask every single time who is in charge and I get blank looks or long pauses ... Look up my history this is the 4th trailer I have bought from this company and my wife is from ******  her grandparents have bought many trailers from them as well.
  Rv Country
  Mount ****** **

  Business Response

  Date: 10/27/2022

  Dear BBB,

  We have reached out to Mr & Mrs **** via phone message and email and informed them the parts are in and ready to installation.  We asked for a call back to schedule a service appointment so we could complete their warranty work.

  
  

  Regards,

  
  

  ******* *****

  Managing Partner

  RV Country

• Initial Complaint

  Date:10/04/2022

  Type:Sales and Advertising 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.

  On July 17, 2022 we agreed to purchase a travel trailer from RV Country. We agreed to an out the door price of $45,000, and signed the work order agreement which is attached. Ten minutes later the manager came back and said that the he was unable to keep this agreement and that they needed to get $47,400, but asked if could we meet him half way at $46,200. We reluctantly agreed. You can see on the work order the original $45,000 OTD written in pen, which was covered up by the revised $47,400 in felt tip pen. The work order has a section labeled accessories which shows that we were to receive a $995 P&A Trailer accessories. At the time of signing this deal we were told the $995 fee was refundable if we did not require or purchase any accessories. The attached Due Bill also shows this parts and accessories credit on line 4. After taking possession of the trailer on August 15, 2022 we inquired about the parts and accessories refund, and we were told that this was not part of our purchase package. I have spoken to the manager at RV Country numerous times, and he has told me this was not part of our deal and they do not have record of the value of the accessories. But as you can see the attached work order clearly shows a $995 P&A as part of the agreed upon package. RV Country claims that we did not pay this amount ($995), and that they do not know how to give us a refund for something that we did not pay. RV Country changing the price after we signed an agreement was unethical, but saying that we did not pay the $995 when it is on the work order is either negligent or criminal on their part.

  Business Response

  Date: 10/06/2022

  BBB,

  After reviewing Mr ****** complaint and doing due diligence, we found the request was made with our corporate office to refund Mr **** the $995. Our admin had sent an email to our store requesting more information during a time we were changing mail servers.  During the switch over, we had lost several days of correspondence. It's the only logical reason why the check request wasn't processed.  Mr **** should expect his check next week.

  
  

  Regards,

  
  

  *******