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:09/04/2024

  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.

  On 7/19/2024 I ordered a Suburban ***** 6 Gallon Water Heater – their part * ************** * for $457.30. I had an upcoming trip so I paid $209 for “expedited” shipping (total is $666.30). On 7/23/2024 I received an email stating “Unfortunately, this item (*******) is not available from the supplier at this time. We have canceled the order and processed a refund.” With this news I turned to ******, found the same unit, purchased it on 7/25/2024 and got it 7/30/2024. Two days later a Suburban ***** 6 Gallon Water Heater arrived from RVPartsCountry.
  I was out of town when the unit arrived and didn’t get back till 8/10/2024. On 8/11/2024 I initiated a return. They sent me the RMA paperwork and a label. On 8/13/2024 I went to UPS and shipped it back with their label properly affixed to the outside – paying an additional $114.26 to ship it. The box was all original – I never opened it.
  It is 9/5/2024 and I haven’t heard from them. I called the number they list on all the email communications and it is just a recording. They have insulated themselves from dealing with their customers. They owe me the $457.30 and in my opinion, they owe me the $209 for the “expedited” shipping that took 13 days (Amazon didn’t charge anything extra and got me the replacement in 5 days!).

  Business Response

  Date: 09/04/2024

  Hello,

  Thank you for reaching out to us. The customer purchased a Suburban Water Heater ***** and an access door ******** Unfortunately the door ******* is currently on back-order with the manufacturer and we notified the customer of this on 7/23/24 and submitted the refund of $35.99 the same day. We apologize for any confusion, but the cancellation was related only to the door, as the water heater is available and was shipped right away. If you no long need the water heater, attached is a pre paid return label. Once this has been received, a refund will be issued. Thank you.
  

  Customer Answer

  Date: 09/05/2024

  
  
  Complaint: ********
   
  
  I am rejecting this response because:

  I have already done an RMA request and shipped the unit back to you. It was shipped UPS 8/13/2024 (Tracking * ******************* with the RMA label attached to the outside. UPS said it arrived 8/19/2024.

  The part number on the initial order was *************** Suburban ***** 6 Gallon RV Water Heater Direct Spark"

  The message you sent n 7/23 reads "Unfortunately, this item (6279APW) is not available from the supplier at this time."

  How is a customer supposed to know that you were referring to the door and not the whole unit? It seemed pretty clear to me that you were sayin the water heater was not available!

  You mention "speedy delivery". I paid an extra $209 for expedited shipping and it took you 11 days to deliver the unit. Amazon got the other unit here in 5 days.

  To add insult to injury, your RMA label was not prepaid. I had to pay out another $114 just to ship it back to you.
  
  
  
  Sincerely,
  
  
   **** *********

  Business Response

  Date: 09/06/2024

  Hello,

   

  A full refund has already been issued for this return. Below is your ARN for this refund. Thank you.

   

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

• Initial Complaint

  Date:07/31/2024

  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.

  Ordered roof A/C for 5th Wheel camper, 7/25/2024. Paid local dealer to remove the old unit and prepare for a new unit. New unit, Dometic Freshjet 3 Series delivered 7/31/24 at approximately 10:20 am by UPS. Upon opening the shipping container, it was apparent that the unit was severely damaged and unable to be mounted. Paid to have the old unit put back in place, for weather protection. Tried to contact RV Parts Country at *********** which is simply a recording. Went on like and sent pictures and description of the damage and asked for assistance ASAP. Nothing yet!

  Business Response

  Date: 08/01/2024

  Hi ********

  I apologize that the carrier damaged your unit. That is in no way the impression we'd like to leave you with. I have requested a return label for your order that was damaged, as soon as that is available, I will email it to you directly so you may return. Once returned, your order will be refunded in full for the damage.

   

  Again, very sorry for this matter. If you need further assistance, please feel free to email me at [email protected]

  Customer Answer

  Date: 08/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  I ordered an RV roof air conditioner from RV Parts Country and it came in seriously damaged. I filed all the paperwork and the unit was picked up. Not hearing anything from the company, I ordered another replacement unit, another 1050.99, because time was of the essence. That unit came in on the 5th of August. I went to the repair facility and watched them unpack the second unit. It was also damaged and now my trip was in serious jeopardy If not canceled. This may be dumb, but I immediately ordered the third one. If this one comes in damaged, there is something that needs to be investigated. Either the company had a problem with the secure packaging of the unit or UPS has some rugby players handling the units. I do think that the packing of the unit has a lot to desire. The packing is minimal, to say the least. To have the damages that I saw, the boxes should have shown extreme signs of damage or mishandling, they did not. They are simply cardboard boxes without any protection or reasonable support. My installer asked where I bought these, and once I told him, he said, "Good to know, I would be buying from them".
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 08/07/2024

  I apologize this order was damaged in transit. UPS will retrieve the package under tracking number ****************** and once returned, you will be issued a refund in full.
  

• Initial Complaint

  Date:07/22/2024

  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.

  On 6/25/24 I ordered a Norcold AC/DC refrigerator (model #*******). My credit card was charged on 6/26/24 for $1,402.14. I received the item on 6/27/24 and removed it from the box. When I went to install it, I saw that it was not the correct model. They sent model ********* *** ******** I have tried numerous times to reach the business both by phone and by their website message system. I sent a picture of the incorrect model and the only contact I have had from them is through an email to which you cannot reply. I have sent many messages through their website message system asking for a refund and only receive emails saying I will receive a response by email or phone call within 24 hours. I have requested several times for someone to call me. They refuse to call me and I have not received a credit on my credit card. I would like a response and a refund immediately!

  Business Response

  Date: 07/22/2024

  I apologize for this inconvenience. This is certainly not the impression we would like to leave you with. I have refunded your order for this refrigerator. It should reflect back on your account within 2-3 business days. Again, I am very sorry this happened. Please let me know if there is something I can do further for you and I will be happy to help.

• Initial Complaint

  Date:07/15/2024

  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.

  My RV Technician unboxed the new Rooftop AC to find it was damaged. The old AC was completely out so after several attempts to reach the seller by phone I had him install the unit. I took pics and emailed the seller several times with no return to my emails. I am attempting to get a price adjustment or replacement unit.

  Business Response

  Date: 07/15/2024

  Hello **** **********

  I do apologize that you received your unit damaged, that is certainly not the impression we would like to leave you with. I do see that our customer service team provided you a pre-paid return label to send this unit back for a full refund on 6/24/24. I will attach that label here as well incase you missed it. You may use this label to return the unit and we will process a full refund for your order. If you have any questions, please feel free to let us know. Thank you and have a blessed day.

  Customer Answer

  Date: 07/16/2024

  
  
  Complaint: ********
   
  
  I am rejecting this response because: The unit has been installed and can no longer be returned. I am looking for a discount on damaged item.
  
  
  
  Sincerely,
  
  
  
  **** *********

  Business Response

  Date: 07/16/2024

  We can offer a refund of $85.00 if you are keeping the unit after claiming that you received it damage. We prefer that if you are stating it is damaged, that it is returned and processed a refund in full for. However, if your preference is to keep the unit as is, we can offer that amount as refund. Please let us know if you would like this processed so we may resolve this matter.

   

  Thank you and have a blessed day.

  Customer Answer

  Date: 07/17/2024

  
  
  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,
  
  
  
  **** *********
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:06/18/2024

  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.

  I purchased a 6 gal hot water heater for an RV travel trailer, based on THEIR recommendation as a DIRECT REPLACEMENT for the model number from the old unit, that I provided to them. However, there are several "direct replacements" of which I was unaware. Apparently the unit they suggested is not electronically compatible with my RV's electrical wiring. But I did not know this until I installed it, which meant using butyl tape to securely water tight the unit. So apparently they only take "Unused" returns which now my unit is not that, but I installed it under the assumption that they sold me again, a "direct replacement". I found out later from another vendor that a VIN number would've helped in their recommendation.
  THEN, to add to that, a leak due to a manufacturer defect was discovered in the unit!
  So now i have a leaking hot water heater that is not compatible with my RV unit. In other words, a $597 useless product!
  
  Please advise....

  Business Response

  Date: 06/19/2024

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

  Per the conversation you have had with our customer service team, I do see that you have been given a pre-paid return label to return the unit for a full refund. I will attach it here as well. Please let me know if there is anything further I can assist you with.

   

  Thank you!

  Customer Answer

  Date: 06/24/2024

  
  
  Better Business Bureau:
  
  
  
   

  Yes, thank you! They seem to be on board with helping resolve the issue now. 

   

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:06/07/2024

  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.

  I placed an order for an rv water heater and my money was immediately taken out of my account but I have yet to receive an email confirmation of my order or an order number. When I try to call the phone number it is just a message machine that you cannot leave a message on and am getting no response to my emails. This part was over $400 and I would expect better customer service than this. I did receive a teaching number ******* but when I click the link it says invalid link.

  Business Response

  Date: 06/07/2024

  Hi *** *******

  Your tracking information was sent to the email address that you listed on your order which is: ********************* Incase you can't find it, I will list it here as well: ****************** with **** Please let me know if there is anything further we can do for you. 

   

  Thanks and have a blessed day!

• Initial Complaint

  Date:02/09/2024

  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.

  I have tried for three days by submitting there contact me on there website for updates I have gotten no order updates no order paid confirmation no tracking number yet and I will take legal action if necessary by driving to there location and getting local police involved if necessary because a business doesn't act that way a business doesn't interact not at all with customers and a business gets back to there customers promptly meaning asap I just want what I ordered to finish fixing my camper so I can have my hot water back

  Business Response

  Date: 02/09/2024

  Hello ******
  
  I see that your order was placed on Feb 7, 2024 - at 2:57:02 PM with standard shipping service - this would mean that your order would not have left our warehouse until Feb 8, 2024 (which was yesterday). Your tracking information for the shipment is ****************** with *** ****** service. I tracked the shipment myself and it shows an estimated delivery date of Tuesday, February 13 by 7:00 P.M. If there is any further information you may need please let me know and I will be more than happy to help you. My email is *************************** Thank you and have a wonderful day!

• Initial Complaint

  Date:01/22/2024

  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.

  On January 10, 2024, I ordered a door latch (order# ********** and key. Total price was $83.08 with shipping and tax. Received the part on January 16th, 24. Not same part as shown on website, so I called to request a return. No one ever picks up the phone, it just runs you in circles and then disconnects. Emailed customer service and got a reply with case number 180764. I responded to their request for picture of item with item number and info. This was given through email and through their message system on the web page. No reply by email or message system. Today is the 19th of January, tried to call again, no answer, disconnected. Sent another message through the website, still waiting on response. I was sent the wrong part, requested a return for refund, cannot get any type of response.

  Business Response

  Date: 01/22/2024

  Hello *****

  Thank you for reaching out to us. I apologize that you received the incorrect part on your order. I do see that our customer service team has sent you a pre-paid return label to send the item back for a full refund. I have also attached that label here incase you might have missed it. Please let me know if there is anything further I can do for you, I will be happy to help you. Thank you and have a wonderful day!

  Customer Answer

  Date: 01/23/2024

  
  
  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,
  
  
  
  **** ***** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:12/18/2023

  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.

  ive tried for over a year to get a resale certificate submitted. I provided multiple copies before a major purchase was made on 8/7/23.
  
  First resale certificate submission was on 9/6/22.
  Second attempt was made 7/31/23.
  
  I had production that had to be met so i payed the tax on order # ********* 8/7/23.
  $4708.29 total order. Tax amount of $348.76 knowing the tax amount could be refunded after the resale certificate got submitted, as i have done this with other vendors multiple times and they had no problem refunding the tax.
  
  Ive been told everytime that they had submitted the forms to "their people that handle tax info", its out of their hands....
  
  It has never taken more than a week with any vendors ive been set up with to get a resale cert submitted/ and or refunded.
  
  Ive asked for their tax persons information so i could speak with them direct to get this issue resolved, with no response.

  Business Response

  Date: 12/18/2023

  Hello *******
  

  I apologize for your frustration, this is by no means the impression we would like to leave you with. As our customer service team has indicated to you prior, we unfortunately have no control as to who or when something is tax exempted. If and when your information is approved for a tax exemption, you will from that point on be exempted from tax on purchases. We cannot go back in the past and refund tax on orders when you have not been approved for a tax exemption account yet. If you have been approved with other vendors, I would recommend purchasing with them at this point until we receive the notification if/when your information has been approved for tax exemptions. Please let me know if you have any further questions.
  
  Thank you and have a wonderful day!

  Customer Answer

  Date: 12/19/2023

  
  
  Complaint* ********
  
  
  
  I am rejecting this response because: You are not providing any explanation of why after an entire year of trying to get this submitted there has been no progress or follow up. As far as i know nothing has been submitted to anyone. You have hundreds of complaints with bbb for similar issues. Little to no customer service, no phone support, limited email support. As a business owner i feel if you truly wanted to do something about getting my resale certificate submitted you would be doing more. Its out of your hands because you want it that way, your business dynamics seems to be the less you have to deal with the better, as you confirmed by suggesting i take my business elsewhere. My last purchase was over $4000.00 dollars, that should be motivating you to wanna keep me as a buyer.  Do the right thing just once and you might be suprised how much smoother things will run for you. I would like to get in contact with whoever is the middle person getting my resale certificate submitted, if this person truly exists. I am also still requesting a refund of the original tax amount due because its the right thing to do considering your companys lack of accountability and promptness to "conduct business professionally". 

  Do your job if your gonna be an online vendor.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 12/20/2023

  Hello *******

  Again, I apologize for the delay on the processing of your tax exemption. As a courtesy, we will proceed with processing a refund for the tax funds on the order that you are referring to. This will be processed today and you should see that within 3-5 business days depending on your financial institution. I will continue to request expedited processing of your tax status for future orders and I will notify you as soon as I have received further information regarding that. Please let me know if there is anything further we can do for you. Have a Merry Christmas!

  
  

• Initial Complaint

  Date:08/17/2023

  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.

  I have been trying for nearly a year to get a resale certificate submitted so i can make purchases for resale. First attempt 9/20/2022, second attempt 9/23/22, third attempt 10/13/22, fourth attempt 7/31/23. fifth and final attempt after i paid the tax on my order # ********* just so i could keep my shop in production not having to wait for a minor clerical snag because RV Parts country wouldnt take the time to address my needs and get my resale certificate submitted. The only response i got was from the website advising me to forward all questions to ************************* after that ive received no form of communication through email or phone. FYI, The phone # on their website is a recording and has no options.
  I have followed their order of communication and advised them after all attempts ive made that my next step will be to file this complaint with the BBB. After doing research and seeing that this is an ongoing issue with other customers (lack of customer support, communication) that i verified on BBB Website, some issues have been resolved after BBB gets involved. So at the moment i am requesting RV Parts Country to please apply my resale certificate to my account so i can continue to make online purchases tax free and refund me the tax amount of $348.76 on order # **********

  Business Response

  Date: 08/17/2023

  Hello ****** *******

  We have sent your tax information to the company we submit tax exemption forms to for approval and have not shown it to be approved at this time. I apologize but we cannot expedite this process as they notify us when they approve a vendor to be tax exempt. Prior orders you would have placed would not be considered tax exempted until we receive that approval. 

   

   

  Thank you.

  Customer Answer

  Date: 08/17/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This is the first official response ive gotten from rv parts country concerning my issues. i am going to reject until this issue gets resolved because i do not trust them at this time, i will trust them and continue to do business after we have resolved this issue. I am dissappointed it had to come to this to get some action from rv parts country.

  I am attaching a revised/corrected/completed copy of my resale certificate that i need submitted
  
  
  
  Sincerely,
  ****** *******

  
  

  Business Response

  Date: 08/17/2023

  *** ********

  Again, I want to apologize for your frustration but we have no control over deeming a person or company tax exempt. This is in the hands of our tax preparer whom submits the tax exemption form and confirms that it can be approved for tax exemption. Your tax exemption form is processing but has not been approved at this moment. There isn't a way we can expedite this matter. Prior orders you would have placed would not be considered tax exempted until we receive that approval.

   

  Thank you. 

  Customer Answer

  Date: 08/18/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The issue is not resolved at this time, i understand plans are in motion to resolve the issue on RV parts nation behalf. I will be satisfied when my resale certificate is applied to my account and a refund is issued for tax amount of $348.76 on my previous order
  
  
  
  Sincerely,
  
  
  
  ****** *******