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:08/31/2023

  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.

  On Aug 15 about 2pm my wife ********** and I stopped at ********************* to look at travel trailers. Met ColtonFritzler who handed ** off to ***** a new sales assc. She took us through a new **** Jayco. for $26,999. Sat down w/ our questions, told them we were in a hurry, another appt., they only had one left so we should put down a deposit of $2k to hold it till we got our financing. We got looking at the FINAL cost over $31,000 and saw several added charges we were NOT told or shown on the contract. that night we talked about the suprise charges, we got a very serious family emergency call our grandson was in a hospital in ********. We waited till 9am when ******** opened, I went into office to cancel the whole deal and ask *****/****** to refund our deposit. ****** who took our BOA credit card said he could not do the credit but would send it to ******* in finance ***** Our acct said charges pending but we were told it would take a couple days to process on Aug 17th. ********************* NEVER GAVE US CREDIT on our deposit. I left all the paperwork w/ ****** and a written note why we cancelled. As of 8/24/23 we got home and called BOA to despute the Deposit charge. They filed it and we are not obligated to pay the 2k. Please help us resolve our complaint w/ ******/****** and *********************

  Business Response

  Date: 09/18/2023

  To whom it may concern,

  Our customers, Mr. ***** *********************** did put a $200 Non-refundable deposit on a trailer at which time the next step was taken to ensure financing and begin our process for a new delivery. The next morning Mr. ***** *********************** came in and shared with their salesperson they have some family issues and have changed their mind about the trailer, they would like a refund. This is something our salesperson did not have the permissions to process. The information would have to be share with the Finance Manager. The Finance Manager would then go over the options available for the Non-refundable deposit of which it could be moved to another unit, or, in this case become a store credit that would be good for 12 months.

  The Finance Manager was later notified that the customer had submitted a "Merchant Dispute" with the credit card company which in turn means ************************* Outlet would be debited the $2000. Therefore we could not do a customer refund as this would cause a "2nd refund".

  As noted, the Desired Settlement is a "Refund" and it appears the credit card company refunded the deposit.

  ************************* Outlet is here to assist with future endeavors to find the right camper at the right time.

  Thank you for choosing ************************* Outlet

  Sincerely,

  ************************* Outlet, Inc.