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:03/23/2024

  Type:Order 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.

  In January of 2024 I put a deposit on a 2005 Feathlite horse trailer at Bretz. I picked up the trailer on February 6th. I received numerous phone calls from Bretz confirming the pick up date of the trailer. Bretz had nearly a month to fix the required items on the trailer that were not functioning properly. I was assured the items would be fixed before delivery of the trailer. I drove nearly 5 hours to ***** from ****************. Upon my arrival Bretz began fixing numerous items on the trailer that were faulty and not working properly. This delayed my return to Washington by several hours. I was told Bretz was replacing a faulty battery cable on the trailer, as the interior lights were not working. Upon arriving home both batteries were dead. I was given a tour of the trailer by a Bretz employee who mentioned the hazard of traveling with open propane tanks. I personally witnessed the employee check the propane tank valves, which I believed to be closed. Upon arriving home I found both propane valves to be wide open. A Bretz employee took a razor blade to the paint of the trailer in a attempt to remove cautionary decals that were previously placed on the trailer. The employee did extensive damage to the trailer in several different locations. Bretz did, however, place their own decals on the trailer for advertising purposes. My salesperson could see I was delayed for several hours upon the pick up of the trailer. He did nothing to inquire or investigate the reason for the delay. Bretz had made no attempt to remedy this situation.

  Business Response

  Date: 03/25/2024

  We are very sorry for the inconvenience this is causing and have reached out to our Regional Business Manager, *********************, for assistance.   He can be reached direct at ************ or *********************************** if more convenient to contact when available.  He or ****** from the store should be reaching out by tomorrow afternoon

  Customer Answer

  Date: 03/28/2024

   
  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:09/11/2023

  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 the 22 Aspen Trailer 26 Oct 22 from Bretz RV & Marine in *****, **. I co-signed the note with my son who was stationed at *****************, ID. We purchased a ****************** Extended Warranty and **************** Policies through the finance office with Bretz RV. My son did not have a vehicle to move the trailer this is why we purchased the road side service and extended warranty. Bretz delivered the trailer in October, with some damage/maintenance issues. The wires to the electric front side stabilizer **** were broken, and some of the trim and window covers came loose on the inside. Called their maintenance office, they said we had to bring it back in to them to fix it. In March 2023, my son was as informed he would no longer be stationed at Mountain Home, **. So, we decided I would take full ownership and responsibility of the travel trailer. April 23, I drove to ***** to get the trailer. Preparing the trailer, we noticed some water damage on the inside of the slide-out. Took it to their maintenance shop. They identified a slow leak around the window on the slide-out. Maintenance could not get to it for several weeks, so they coordinated through Keystone and found a warranty dealership in *********, **. Maintenance shop temporarily patched the leak and fixed the broken wires. I pulled it back to ********* turned it in to Camping World in *********, ** in May 23. I was informed that the extended warranty nor the road side assistance policy would not cover anything outside the warranty work. Anything above the warranty work would be out of pocket. So, I decided to cancel both policies. 16 May 23: I called the ***************** to cancel it. They told me I had to cancel it through the dealership. ***** May 23: Called Bretz RV & Marine and informed ************************* I wanted to cancel the road side service contract. I did not need it anymore. The roadside service was financed with the loan. I informed them that their finance lady only put my sons name on the paperwork, which should have been in both our names. I also informed them my son had completed the ********* Gift form paperwork so I could title the trailer in my name only in *********. The Bretz finance office told me any refunds would go directly to the bank and not to me. I informed her I paid the original loan off and sent her the payoff letter from ********************** I updated my current mailing address ***************************************************************************************************** over the phone and in an emails (2x) with Bretz finance. 22 May 23 I received an email for a DocuSign cancellation request, I completed it on 24 May 23. I informed ****** and ******** the address was incorrect on the form, it was my sons original apartment address, it needed to be changed to my ********* address. They told me it was fine, they have my address from the bill of sale, which is incorrect since I moved also. I decided to cancel the extended warranty, so I called the extended warranty company, they also informed me I needed to go through the dealership. So, I informed Bretz finance office I also wanted to cancel the extended warranty. On 5 June 23, I signed the DocuSign form to cancel the extended warranty. Roughly four weeks later, I called and asked about the refund? Bretz finance office informed me it takes 4-6 weeks for the refund, they have no control over the companies who have the policies. Over the next several weeks and now months, I have called multiple times, both Bretz RV and Marine in ***** and the HQs office in *******. I am irritated with them and mentioned getting legal assistance involved. In August, I called the company who holds the policies questioning my coverage. I was informed over the phone, Bretz submitted the paper work with a 1 Jul 23 cancellation date. 11 September 23, I have not received any refund of monies for the Road Side Assistance nor the Extended Warranty policies. Nowhere in the contract does it mention any surcharges for cancelling the policies.

  Business Response

  Date: 09/12/2023

  This is very unfortunate and should have been taken care of.   We will have ***** from our warranty department contact ***** today and work through this to find out what happened and remedy this situation.   She can be reached at ************  ext ***** in case ***** misses her call.
  

  Customer Answer

  Date: 09/14/2023

  I was contacted by the business. Pending resolution, refund payment. Will follow once payment has been received.

  r/***************************
  

  Customer Answer

  Date: 09/23/2023

  Bretz RV and Marine sent the refund checks.