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:10/09/2023

  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.

  We purchased this OPS LITE on June 25, 2022 from ****** in ****** **. We camped in it a total of 4 nights. We opened it up to winterize in November to find it had been leaking, contained standing water and was covered in mold. Our personal bedding and other toiletry items had to be disposed of due to the damage. We delivered the camper 165 miles (over two mountain passes) back to ****** in ****** for warranty repair, mold mitigation, mattress and cushion replacement. We were also told that we would be made whole for the personal item loss, which turned out to not be the case. The camper was at this location until April 2023. During the time it was at B&B we had a new years camping trip planned and had to rent a camper costing us $398.32. We picked our camper up and brought it back home 165 miles and realized the floor was severely damaged due to the water leak, as well as the melamine cabinetry. Bench cushions were also missing which had been sent over for replacement due to mold. We reached out to Purple Line questioning the melamine and floor and were told that it was completely normal and that the unit would be okay. After a couple of time out it was apparent that the floor was NOT okay. We delivered it back to B&B on August 27, 2023 to get the floor looked at. They sent us pictures showing what appeared to be more water in the unit. We did not realize it was still leaking, and had been told it was previously repaired. We were told by B&B they were unable to fix the damage as it was too extensive. Without our knowledge it was then shipped to ********** to be repaired by Purple Line. Our concern is the camper will never be the same after this extensive water damage and have expressed this concern multiple times. This water leaking is a known issue with this make model and year of this camper. We do not want this camper back. We purchased a brand new camper and will not accept a rebuilt camper in return. We want a full refund including the purchase of the Opus specific solar panel and annex, or a new camper.

  Business Response

  Date: 10/23/2023

  We are currently dealing with the consumer directly regards this complaint. It is our expectation that upon finality of our plan with the customer, they will remove this complaint in it's entirety.
  

  Customer Answer

  Date: 10/23/2023

  has been resolved by the business. I would like this case to be resolved. ***************************

• Initial Complaint

  Date:07/20/2023

  Type:Product 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.

  Purchase was made on 6.7.2023
  $1,575.54
  
  the merchandise was a device to move RV travel trailer with a remote control.
  (*************************************************************************
  
  My RV is not scheduled to be delivered to the dealer from the factory until 7.15.2023
  i purchased and had the merchandise shipped directly to the dealer instead. That way, i can have the merchandise professionally installed.
  
  Today, RV dealership called and said this merchandise i bought was not compatible to their RV. its water tank was in the way that the stability rod of merchant's item would not fit based on the installation diagram
  
  i called the business and asked if refund is possible. the business said it has been more than 7 days from the delivery date and because the merchandise was opened.
  
  Per the dealer, the merchandise was only opened for them to access its installation manual. All other materials are still in its original packaging.
  
  It is not fair to be declined to return of the new merchandise due to incompatibility.
  Not by change of mind, defective issue, or any other reasons.
  
  please... help resovce the issue with the business.
  i'm willing to pay for return shipping cost.
  
  thank you

  Business Response

  Date: 08/01/2023

  All company policies on return goods have been well advertised on our website -

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

  However we have made an exception and contacted the customer, they should be removing this complaint shortly.

  Thank you for bringing this to our attention.
  

  Customer Answer

  Date: 08/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: the company is asking for 20% of total $1,500 cost while i am required to pay for the return shipping cost for 3 separate irregular and heavy packages. 
  
  if the packages are still sealed and condition is same when delivered. a full refund is a reasonable demand.
  
  attaching proof showing the packages are still in same condition as received.

  
  Sincerely,
  
  **** ****

  Business Response

  Date: 08/02/2023

  Our company policies on returns have been created after over a decade of trading, ensuring that all costs are covered to facilitate a return of the goods to a saleable condition (if necessary) for the next customer, inspecting the items to ensure they have not been used, replacing parts if necessary and then restocking them. The customer may well have the items in good condition, but they cannot guarantee that they will not be damaged in transit. A restocking fee is a common practice, and it has been advertised on our companies website since we began trading.

  Against company policy we have made an exception for this customer as a gesture of goodwill, they are welcome to reject it if they disagree with it.
  

  The customer is welcome to reject the conditions for the return and hold onto the goods. However we should not be subject to an advertised complaint from the customer because they do not agree with our terms and conditions, we have simply adhered to our advertised policies, which are not out of the norm for small business standard practices.
  

  The company does not wish to waste anyone's time with back and forth communication, the customer may choose to accept the conditions or not. However I compel BBB to remove this complaint as we have operated transparently and above-board by increasing our returns window to allow for the goods to be returned well outside of the advertised time frame. To receive a complaint detrimental to the business despite going above and beyond, simply because the customer has expectations beyond what the company has promised seems unduly punitive.

  Thank you.
  

  Customer Answer

  Date: 08/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because this company does not seem to appreciate the business from a customer who found and trusted to spend $1,500 on first purchase. Making this purchase directly thru their website. Mainstream platforms and established businesses are providing higher level of customer services to not stop at a single business opportunity but for a decade long returning opportunities. Simply providing a hassle free return service with no strings attached to their terms.

  i am surprised to learn that such business still expects to be successful when it practices a decade old return policy. It is not a healthy method to gain loyal consumer

  One last thing to remember is that this maybe my first RV but it definitely is not going to be my last one. 

  
  
  
  Sincerely,
  
  
  
  **** ****