Complaints

This profile includes complaints for Wilkins Recreational Vehicles, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Wilkins Recreational Vehicles, Inc.

  7520 State Route 415 Bath, NY 14810-7510

  
• 

  Wilkins Recreational Vehicles, Inc.

  1122 County Rt 57 Fulton, NY 13069

  
• 

  Wilkins Recreational Vehicles, Inc.

  67 SAckett Creed Road Nichols, NY 13812

  
• 

  Wilkins Recreational Vehicles, Inc.

  8845 Brewerton Rd Brewerton, NY 13029-9678

  
• 

  Wilkins Recreational Vehicles, Inc.

  4155 Route 31 Clay, NY 13041

  

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:05/08/2025

  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.

  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. 
  
  
  
  Regards,
  
  
  
  ***** *******
  
  
  
  
  
  
  
  
  t was ever started because there was no gas and they (per service advisor) had no way to put gas in it . Hmmm.
  2- Kitchen island extension when pulled out came apart in my hands ( just the left side)?
  3- Awning 3 would not work!! As we got looking at this issue the technician stopped and said: I need to tell you that last week the bedroom lights did not work and we had to unscrew some panels to find that a screw went through a wire and shorted out the fuse on battery. This was corrected Thanks to the honest technician as none of this was disclosed to us when we got there.
  Might explain why the delay in delivery date. Heard nothing until I reached out the next day to check status . They said they ran new wires.No way we are excepting this unit! And we don’t know what else is wrong as we didn’t get through in service
  General manager said I would have to sue them to get my deposit back. That process has unfortunately begun.

  

  Business Response

  Date: 05/13/2025

  Mr. & Mrs. ******* factory ordered a new ******** RV from our company.  At the time of viewing their unit, there was an issue with the awning not working properly.  It was a wiring issue that needed to be repaired.  The wiring issue was no different than any wiring issue many of us have experienced in our homes, where in the wiring needed to be replaced. The repair was completed as directed by the manufacturer and complete the next day.  it is our belief that Mr. & Mrs. ******* contracted to purchase a special order RV from us, and we are prepared to deliver on our end of that obligation.  I have copied below our response to a letter that Mr. & Mrs. ******* sent to us.  I believe it should satisfactorily explain our stand on this situation.

  Brian Wilkins

  Wilkins RV

   

  Mr. and Mrs.
  *******
  **** ******* ***
  Trumansburg, NY 14886
  Dear Mr. and
  Mrs. *******,
  Thank you
  for your letter dated April 29, 2025. I appreciate the opportunity to respond
  and want to first acknowledge your concerns. We understand that your RV
  purchase is a significant investment, and we are committed to ensuring you
  receive a fully functional, high-quality product.
  Your 2025
  ******** ***** ***** (VIN: *****************), which was special ordered to
  your specifications, is fully repaired and ready for delivery. During your
  scheduled walkthrough on April 24, our team identified an issue with the rear
  awning. This issue was immediately diagnosed by our RVIA-certified technicians
  and fully repaired by the following morning. The repair included running new,
  dedicated wiring to resolve a factory wiring issue, and the awning now
  functions properly. The repairs were performed under the manufacturer’s
  warranty and approved by ********.
  It’s also
  worth noting that, much like in residential homes, it’s not uncommon for
  electrical components in RVs to occasionally require adjustment or repair; especially
  given the complexity of modern RV systems. If you purchased a new home and
  discovered a light with a wiring issue, you wouldn’t return the home, you’d
  have the light repaired. The same principle applies here, and that’s why
  manufacturers provide warranties, and we have trained technicians to address
  these situations promptly.
  Additional
  concerns you noted including a stripped hinge, malfunctioning light, and
  damaged fuse, were addressed during our inspection and repair process. The RV
  is in full working order, and we are confident in its condition. We also
  offered to provide you with a video walkthrough of the completed repairs or to
  arrange another in-person demonstration to ease any remaining concerns.
  Additionally, we offered a complimentary two-year extended service contract to
  support your peace of mind.
  We genuinely
  want you to feel confident and comfortable with your new RV. To help with that,
  we’d be happy to offer you the opportunity to spend your first night in your
  new camper right here at our facility, connected to water and electricity. This
  will give you the chance to familiarize yourselves with the unit and confirm
  firsthand that everything is functioning as it should.
  Regarding
  your request for a deposit refund, I must respectfully clarify our position. As
  outlined in the purchase agreement you signed, the deposit may be retained if
  the buyer refuses to complete the purchase. In this case, the RV was custom
  ordered based on your preferences, including the installation of a queen bed in
  place of a king and the addition of three slide toppers totaling $2,537.78 in
  added cost. These changes make the unit uniquely configured, and we would not
  have ordered without your request. It is also important to note that under the
  terms of the signed purchase agreement, we reserve the right to seek damages,
  up to and including liquidated damages, in the event a buyer does not fulfill
  their contractual obligations.
  The RV was,
  and remains, fully functional and was offered to you for pickup. You were also
  given the option to take delivery and return the unit at your convenience for
  repairs, if you had travel plans. We’ve made every effort to resolve your
  concerns and accommodate your needs throughout this process.
  Because this
  unit was ordered specifically for you and we have upheld our obligations under
  the agreement, we are unable to return your deposit. The coach is ready, and we
  invite you to schedule pickup at your earliest convenience.
  If you have
  any further questions or would like to arrange a final walkthrough, please feel
  free to contact myself or Kalila M***** directly.
  Sincerely,
  Denise H*******
  Regional Manager
  Wilkins RV
  [email protected]

• Initial Complaint

  Date:05/06/2025

  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 a $500 deposit which my wife and I were told was 100% refundable anytime before taking delivery of the camper. The camper was already ordered for the store and was not special ordered for us. My wife and I stressed several times we we needed the camper as soon as possible but could wait 1-2 weeks. Our sales person assured us the camper would be in within 1-2 weeks. And stated at the latest the first week in May. 3 weeks later I called to check and was told at least 2 more weeks possibly 4 more weeks. I called on 5/5/25 to get a refund but after speaking to 3 people got pushed off with we will give you a call back. On 5/6/25 I did reiceve a call back stating I could either wait 2 more weeks or take a used/floor model. I stated I just wanted a refund and he told me "that's not gonna happen" Chris refused to let me get a word in and just talked over me and stated maybe someone would call me back.

  

  Business Response

  Date: 05/07/2025

  Per Rob M***, the GM at our Churchville location, we processed a refund yesterday.

  Brian Wilkins

• Initial Complaint

  Date:01/21/2025

  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.

  In August 2021 I purchased a camper from ***** ******** in Auburn, NY. Shortly thereafter the company was purchased by Wilkins RV in Fulton, NY. We also bought an extended warranty to cover bumper to bumper issues for 10 years. We called Wilkins to complete some warranty work and after months of issues they finally came out to look at the camper. We were told that all service would be warranty covered. They made some minor repairs and said they would pick up the camper in the fall and take it to their location to complete the rest. They picked it up in October and just today called to tell us the repairs would cost more than $7000 plus our prior bil of more than $1200. I explained that this all should be covered by the extended warranty which they now claim to know nothing about. I cannot find a copy of our original sale paperwork and they claim to have no information on it even thought they purchased the company we bought the camper from. We are getting know where with them and have to call multiple times before ever getting a response. I am going to my bank tomorrow to see if the loan holder has any information on the extended warranty company. Wilkins has lied over and over and is now acting like we never discussed a warranty. Additionally this is the first I have heard of a prior bill from the work that occurred months ago and they said would be covered.

  

  Business Response

  Date: 01/23/2025

  I am going to provide the e-mail response that I received from my service manager, Joel S******. At the end, I provide some summary."Just
  after July 4th weekend, 2024, we made a service call to Mrs ****** campsite
  at Twin Oaks for the following; 1.) The City water was filling the fresh water
  tank. 2.)  There was a leak at the water heater, and 3.) Slide was stuck out. It was
  determined at that time That they were ***** ******* customers and they in fact
  had a *** ** contract. We scheduled the road call and made it to site on July
  15th.On
  that visit we determined the following, the city water issue was a faulty
  diaphragm in the water pump, there was a loose fitting at the water heater
  supply line, and the ********** slide system had a complete mechanical failure
  (common and known issue). We fixed the following, replaced the water pump, and
  tightened the fitting on the water heater supply line. We
  then gave the customer some options on the water damage from the leak and the
  slide issue. The damage to the floor from the water leak was not a job suitable
  for a road call.  As we were able to contain the leak, the damage was
  under a bed in a non-trafficked area, and there was nothing causing the trailer
  to be unusable, we suggested that we bring the unit back to the shop for winter
  work. We would need to be in a controlled environment for the repairs, and we
  wouldn’t know the true scope of the damage until we could get into the repair
  further. We also explained at that time to Mr. ***** that this is not something
  that is covered under any warranty and that we could provide an estimate once
  we have it in the shop. They were fine with this timeline and plan since they
  wanted to use the RV for the rest of the season, and none of these items were
  inhibiting the use. The slide issue was also something that couldn’t be address
  on site and we would address that once in the shop as well. Again, at that time
  they were ok with this plan and timeline for repairs.On
  Nov 21st we went back to the site, manually brought in the slide,
  and retrieved the RV. We contacted them at that time and explained that due to
  scheduling they would be one of the first “winter work” units coming through
  the shop in January. We could not give them a specific date but knew that it
  would be the second or third week of January.We
  brought the RV into the shop for diagnosis, confirmed that the slide system
  needs full mechanical replacement, and that to fix the section of water damaged
  floor would be roughly $2,600 depending on if we found more damage as we
  removed the subfloor. We explained that the slide-system repair, that we would submit to their VSC for payment, would be approx.
  $1,200. At that time, Mrs. ***** became irate, yelled at Corey and assumed they
  were being charged for these items. Once
  Corey explained things, he ended the conversation with Mrs ***** that we were
  still awaiting approvals from extended warranty and that we would contact them
  today with updates. Soon after the call ended, I received a call from the
  husband, irate and saying, “why are you billing my wife $1200??” I had to again
  explain to Mr ***** that this wasn’t a bill but merely a breakdown of charges
  and that if you wanted the water damage fixed the charges would be their
  responsibility to cover. He expressed to me that because we acquired the ***** ********, we should have to cover the damages that he now was claiming were
  ongoing. I told him that we would honor any approved repairs that the VSC
  covered but we are not responsible for the damage that was caused to the floor.
  I did advise that he is within his rights to contact the manufacturer of the RV
  (****** *****) and see if they would be willing to offer any kind of
  participation, however I clearly stated, this was very unlikely due to how far
  outside of warranty they were and that there was no documentation
  substantiating his claims of an ongoing issue. We finished our conversation
  that he was going to reach out to ****** ***** and he would be back in touch
  with us by the end of the week. Today,
  we were able to get the approval from the VSC pending some pictures that they
  need of the slide. We contacted Mrs. ***** to explain the approvals and she
  seemed grateful for the information."Summary - First, let me explain the manufacturer warranty.  ****** ***** provides a one-year limited warranty.  The customer purchased this vehicle, according to them, in August,2021. The visit we made on the 4th of July was the first time we ever worked on the vehicle.  We have no repair history from the time we purchased the assets of the ***** ******** in November 2011, until last 4th of July.  So, the vehicle is almost two years out of warranty when we looked at the vehicle.  Second, the vehicle service agreement that the customer purchased provides coverage against mechanical breakdowns.  It covered the water pump failure and the slide-out mechanism failure.  It does not cover a floor that has rotted due to the water leak.  This is going to be considered a maintenance issue.Third, the customer, in their complaint states that Wilkins RV purchased the ***** ********.  This is not true.  Wilkins RV purchased the assets of ***** ********, not the business.  This is an important difference as it explains why we do not have records of their purchase.  The customer did not purchase from us.  Any records related to that purchase are the property of the ***** ********.  (An asset sale is the typical type of acquisition in situations like this, as the acquirer is going to want to avoid purchasing the business and any liabilities or responsibilities of that business).I don't know why the customer states in their complaint that there is a $7,000 repair bill.  The total estimate, at this point, is approximately $3,800 plus tax, with $1,200 of that being covered by their VSC and the rest being owner responsibility.The customer, to our knowledge, wants to talk direct with ****** *****. As soon as we have their approval, we can move forward with the repairs as is outlined above.Sincerely,Brian WilkinsPresident  

• Initial Complaint

  Date:10/01/2024

  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.

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. ****** ***** ******** ***** ***** travel trailers are considered the Manufacturer's upper tier models built to a particular standard,  quality or grade. My units roof undeniably shows a prime example of defective or faulty workmanship.  My sales brochure CLEARLY shows the EXACT UNIT INCLUDING VIN AND STOCK NUMBER that we purchased stating it is prepped  for a washer and dryer.  There are a number of things that I have fixed myself along  with more that needs done. Couple this with our unit having sustained transport damage by the Dealership and having to prove to them it was in their care when the incident happened because they said it was that way.  When a consumer pays full price for a specific model, especially a higher value model, why is it so hard to merely GET WHAT I PAID FOR?  We did not purchase an inferior product and clearly we purchased a prepped unit,  or it should have been.  I will go whatever level is necessary,  but in my personal opinion, this is little more than a Dealership/Manufacturer error that we have had to pay for and CAN'T FIND ANYONE WHO HAS ANY ACCOUNTABILITY.  I differ with the business owners response. I purchased a first quality unit with specific options and that is what my documentation PROVES. 
  
  Regards, 
  
  ****** ****

  

  Business Response

  Date: 10/02/2024

  Mr. **** has expressed two concerns to us.  First, the customer bought the unit in June of 2022 and
  reached out to us in 2023 about installing a washer/dryer (w/d) in the unit. At the time
  we told him that the unit was not prepped for the w/d so that wouldn’t be
  possible due to the unit not having the necessary electric, plumbing or
  even a holding tank to support a w/d install. The customer then reached
  out to the manufacturer, ****** ***** who at the time said that it should be w/d prepped.
  The customer then set an appointment in our service
  department to have a w/d installed.  Again, we see no evidence of the
  w/d prep, so we turn it into ****** ***** warranty. Warranty denies it, stating that the unit is not w/d prepped and that w/d prep was not an option for that year/model.
  ****** ***** said their agent made a mistake when he said the unit was
  prepped and they actually made that agent reach out to the customer and
  apologize for his error and confirm what we had been telling the customer
  all along. Mr. **** has not been happy with this answer.  Second issue is the roof. Functionally there is
  nothing wrong with the roof. The customer doesn’t like that he can see
  some of the sharp edges of the wood decking underneath the rubber and
  wanted that repaired. We have submitted to ****** ***** warranty with the pics
  and what it would take to repair it and they deny coverage of the concern
  because the concern was cosmetic. They did say they would note the issue
  in the event of any issues down the road but they didn’t believe the sharp
  edges would ever cause a roof failure. We do not disagree with the manufacturer, the customer does. Jason ********, our general Manager, has spoken to the customer on both of these to let him know that in both cases ****** ***** had denied coverage and
  the reason why. Jason did let the customer know that we could put a quote together
  to take care of the roof concern and also see if there was anything that we
  could do about retrofitting a w/d into the unit but there would be a charge to
  him to do those items. He was not interested in pursuing the conversation any
  further. We do not feel anything is owed to the customer. Brian *******President 

  Customer Answer

  Date: 10/22/2024

  I am very appreciative in being afforded an opportunity to constructively present my complaint. These pictures are exactly what was sent to both the dealership and the manufacturer showing the poor quality workmanship on our 2022 travel trailer. We have only one outside outlet beneath our awning and every single gutter joint leaks including the joint directly above our outlet. I have video of water running directly down the outside wall and onto that outlet.                       The roof sheathing was never properly cut and placed nor were the gutters properly installed. I am in no way nitpicking, we are just trying to get what we paid for in our $60,000.00 investment.  I am hopeful you are able to expand the pictures and view how undesirable the workmanship is as well as how none of the gutter joints line up. We have had little to no success having the dealership fix anything to date. Following the original confirmation of the utility hook ups we had purchased a $1500.00 washer/dryer combination unit that still sets in our house. The second email from ****** ***** was sent one year later stating the unit was not originally prepped and he was mistaken previously.  The only reason that email was sent is because I was not going away. I honestly don't feel I should have to validate the undesirable or faulty workmanship on the roof based upon the pictures I sent,  but if you feel I should please advise.  I am more than willing to do anything necessary to prove my case. 

  

  Business Response

  Date: 10/22/2024

  As I stated previously, the manufacturer of the RV feels the RV has been built to spec.  If the customer would like, I am happy to facilitate a conversation between them and ****** *****s customer service department.  This would allow the customer to have a direct conversation with the manufacturer regarding their concerns. If Mr. ****, would like to do that, please e-mail me at ********************** and I'll work with my GM, Jason ******** to facilitate that. Brian *******  

  Customer Answer

  Date: 10/25/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  I respectfully decline Mr ******* offer to put me in touch with the manufacturer at this point. Mr ******* or his delegates should have been more forthcoming with these very issues while my 1 year manufacturer warranty applied.  The only two items I would like Mr ******* to facilitate is a mutual solution to the two longstanding issues that have been known and well documented with both the dealership and the manufacturer from the onset.  1. My units roof undeniably shows a prime example of defective or faulty workmanship  2. My documentation clearly shows on Mr ******* own sales brochure that I was purchasing a washer/dryer prepped unit  I am deeply disappointed after this much time and energy I am still searching for a mutually fair and constructive resolution to these two issues.  I have corrected and dealt with a number of issues with our unit and will continue to do so on an as needed basis,  however,  the aforementioned issues have been unaddressed for to long now.  As a consumer I feel it is my right to get an acceptable level of quality and workmanship for the price being paid.  For the sum of money we paid as a consumer I feel I am witness of a buy/bye type relationship with both the dealership and the manufacturer.  
  
  
  Regards, 
  
  ****** **** 

  

  Business Response

  Date: 11/01/2024

  Unfortunately, if Mr. **** does not want to further engage the manufacturer, I'm not sure we would have much more to offer. As the selling dealer, we do not design, manufacture or warranty the vehicle.  In each of these situations, the customer is questioning the design, manufacture and warranty of the vehicle.  we are happy to facilitate a conversation and assist both parties in hopefully coming to a mutually accepted resolution.  but we cannot offer anything more than that. Brian *******  

  Customer Answer

  Date: 11/04/2024

  I am over a month into this complaint and what I find interesting is Mr ******* only acknowledgement with my issues is that "Functionally there is nothing wrong with my units roof ". Apparently because the roof has not leaked,  functionally,  the dealership and manufacturer feel I must accept it. I have afforded ******* RV the first year warranty period to advocate my concerns and they failed to do so.  As for the washer and dryer hookups,  Mr ******* has yet to acknowledge his own sales brochure for the exact unit we purchased.  I have waited over two years for what should have been included in our purchase,  a reasonable quality of workmanship and the options advertised.  I see the day coming when RV Manufacturers will be regulated simply because of issues like these and their failure to meet an acceptable standard. It's a sad day for Mr ******* industry when the consumer must shop for a new RV in his sales lot carrying their ****** ***** ladder to inspect the roof on their brand new RV.  It is my steadfast belief that both the dealership and the manufacturer are in violation of the Consumer Protection Act.  I am hopeful to resolve the two main issues documented within this complaint and find an amicable solution without having to go further.   

  

  Business Response

  Date: 01/27/2025

  BBB spoke to ****** ***** last week and they shared a letter from the mfg about the roof concerns, it is attached. The concerns you noted have not resulted in leaks with your RV and at this point it is believed they won't in the future. ****** ***** noted there is a warranty with proper maintenance of the RV. ******* confirmed they do offer specials for maintenance for Spring and Fall seasons to ensure the product gets attention before something becomes a bigger problem.  BBB did express concerns about the purchase of the RV without the expected washer/dryer unit. We shared the brochure where you noted the reference to the unit and how you expected it to be included with what you purchased. ******* then shared the sale sheet which noted the items the RV included, the washer/dryer hookup is not included in the sale sheet. So while you may have expected the product to come with one, you did not pay for one and took the RV off their lot as it was without the washer/dryer unit.  

• Initial Complaint

  Date:07/19/2024

  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.

  Bought 1/20/2024. Took delivery 5/9/2024. May 13 no hot water using gas water heater. Called dealership and ran troubleshooting scenario to no avail.June,17 a work order was initiated and to this date nothing.

  

  Business Response

  Date: 08/04/2024

  Per Dustin M*****, our General Manager, we have an appt scheduled this week and hope to resolve this issue at this time.  

  Brian Wilkins

  President

• Initial Complaint

  Date:06/30/2024

  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 bought a camper from this company and have had nothing but issues. They refuse to honor the warranty I paid for and keep giving me a run around. This business is a joke and I don’t recommend to anybody

  

  Business Response

  Date: 07/08/2024

  We do not 100% understand the complaint.  The customer purchased a pre-owned RV from us in April 2023.  That purchase came with a limited 30-day warranty, which is the standard warranty we provide with the sale of a pre-owned vehicle that is ten years old or less.The customer brought the vehicle to us for some repairs in February of 2024, which would have been well outside of their warranty period.  During that visit, we completed some repairs that we owed them, at no charge to them.  We also completed some repairs that were covered by a vehicle service agreement that they had purchased.  There were a couple of items that were not covered by the vehicle service agreement that the customer did not want us to complete.  We are not sure if that is the complaint.  If yes, those are not items that are covered under our warranty as our warranty had expired.  The fact that they are not covered by their vehicle service agreement is not controllable by us, as that is dictated by the coverages within the agreement.Jason R*******, our general manager has placed a call to the customer to review the situation, gain a complete understanding and hopefully work towards a resolution.Brian W******President

• Initial Complaint

  Date:05/21/2024

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I am just making you aware that we have reached out to Mr. V**** per Mr. Wilkins request and are awaiting his reply.   I have attached a copy of the email sent.
  
  Regards,
  
  ****** *******sets Lippert. Despite multiple attempts to contact the Fulton location to have this corrected we were told they could not help us at this time and then stopped communicating all together. Since, we have additionally discovered that the underbelly had been cut into and sealed with a tape that is falling off. We were told that the underbelly had been replaced. In addition, the black fender to the kitchen slide is coated in a milky white substance that I have been unable to remove. The dinette slide was repaired with an approximate 3/4 inch deviation causing it to not sit flush with the camper. We are expecting the quality of service that is promised in a timely fashion.

  

  Business Response

  Date: 05/22/2024

  Per Carson V****, our General Manager in the Syracuse market, we have had communication with this customer.  Carson states he is trying to establish a time to get the vehicle back to us to correct the issue. Carson was under the impression that we had an appointment for the vehicle to come in last week, with the intent to complete repairs this week, but the customer did not bring the vehicle in.We are prepared to address the concerns at the cusotmer convenience.Carson V**** can be contacted @ ********************.Brian WilkinsPresident  

  

  Business Response

  Date: 06/15/2024

  Mr. Canough,

  Please e-mail me at ********************* and I'll help coordinate a time for you and Carson to set a gameplan.

  Brian Wilkins

• Initial Complaint

  Date:08/21/2023

  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.

  Bought a used 2020 ****** ***** ***** **** ***** from Wilkins RV, agreed buy it in May 2023 did not take possession of the camper until mid-June. The camper came with a warranty until August 4th which covered everything on the camper minus me getting the camper to the location in Bath, NY which is 2 hours away about 100 miles. Several things occurred right from pick up of the camper which was the RV was not serviced as it should have been and was “cleaned” while I prepared to tow. The second thing was the refrigerator did not work on the camper and needed to be diagnosed and fixed, 4 hours labor $30 parts. Third the camper awning would not extend/retract and was stuck in the closed position, determined while at a campsite first time using it, awning motor broken and defective, 8 hours labor diagnosing and attempting repair. The awning was stuck in the extended position unable to be retracted, storm kicked up while I waited for Wilkins to mail me a new awning motor, awning pulled away from camper pulling 2 bolts out of frame, 4 hours labor $10 parts. Received the motor replaced motor fixed awning myself, 4 hours labor. Spare tire bracket broke off back of camper, 1 hour labor to repair. Requested deposit of $1000 be returned to me to pay for parts and labor that were completed by me while under warranty for issues that should have been addressed if the camper was properly serviced prior to me receiving. Was told I would be mailed a $250 store credit instead with no negotiation. Their service rate is $130/hr I did 21 hours worth of labor, which equals $2730 total. I would like to be compensated for my time and effort under my work rate $60/hr, total $1260. If I were to receive my deposit $1000 back the issue would be resolved.

  

  Business Response

  Date: 08/22/2023

  We do apologize that Mr. ******* has had these issues.  Jason R*******, our General Manager has been in contact with ******* and is working to resolve the issue.  As Mr. ******* states, it is the responsibility of the customer to bring the vehicle back to us for warranty repairs.  This is important as it allows us to confirm the issue and resolve it in the most economical way.  With this said, we have many customers who would prefer to make repairs themselves, versus bear the expense to bring it back to us.  In these cases, it is our policy to provide parts or parts reimbursement, but we don't reimburse labor. As ******* states, we did, as a goodwill thank you, offer the customer a $250 gift card.  We have since, offered an additional $250.  We do hope Mr. ******* for find this acceptable.  We do apologize for the issues and appreciate and thank him for his business. Brian Wilkins Wilkins RV

• Initial Complaint

  Date:05/30/2023

  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 reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  It was nice of the business to simply just give me a date of completion of repairs after nearly 7 months of having my camper.  I still want to know why my camper sat idle for 4 months with no one working on it or ordering parts?  Even though I had a standing appointment for 2 months ahead of that.  I’ve driven to Wilkins multiple times to follow up on the repairs and the first time nothing had been done but someone chucking my garbage can into the back and leaving a window wide open for snow and rain to get into.  Now my nearly new camper has duct tape, holes and cut marks in the under belly.  The underbelly had to be lowered because gray water spews in your face when the kitchen sink drains.  Instead of  unscrewing the screws that hold the underbelly up like a normal person would do, they cut around the screws and then randomly screwed it up with some other bolt.  I have photos of all of this as well. Also the switch to the gas pump “mysteriously” burned up in the time it was at the dealership and then they don’t bother ordering parts to fix that until 6 weeks after it happened. To say this is the worst example of service is an understatement.  Wilkins resolution to the worst service experience of my life was for us to pick the camper up and bring it back out when the right parts came in. Which this camper has been back and forth only to dealerships in the 2 years I owned it trying to get repairs done.  Wilkins couldn’t even put $10 of gas in my camper to see if the generator worked when I bought it. So back to the dealership we went.  Now remember I live in this RV full time Wilkins has put us out of a home for 6 months and counting and again the thing sat idle on their lot for 4 months. I think a better resolution would have been to offer to drop the camper off to us. And then when the correct parts come in they can have someone come out to us and install them. I think that’s the least they could do in this situation.   I can talk until I’m blue on the face about all this unfortunately until I can get a lawyer involved nothing substantial will happen through this mediation.  Hopefully Wilkins RV can come through with they’re date of completion. arted the camper on fire. The main power supply was burned up and melted on the ground. They’re trying to tell me it did that not connected to power. But something is definitely fishy with this dealership. All I want is my camper fixed and the last time I checked that’s what the service department does. If they simply could do their job and do it well this wouldn’t be an issue. Evidently they just want to sell campers and not fix them. I pay for this camper every month and I can’t even use it.

  

  Business Response

  Date: 06/05/2023

  Our general manager, Carson V****, has spoken with the customer and we have a plan to have the repairs completed approximately June 19-23rd.  We do feel this is a timeframe we can meet and hopefully bring all issues to resolution.Brian W******

  

  Business Response

  Date: 06/19/2023

  I've had a few more conversation in order to gain an understanding of what has gone wrong here. First, I think we got off to a bad start as it is my understanding that we were not involved with some of these repairs from the beginning.  Usually, we diagnose the repairs, work with the manufacturer to determine the right repair, order the needed parts and the parts are sent to us directly.  In this case, it appears that the customer worked with the manufacturer and just brought us the parts.  From there, some of the parts were wrong and/or missing pieces that were needed to complete the repair.  This set us back a bit as we worked to get the right items.  On top of that, it does not appear communication was what it should have been, and that is on us.  I do see areas where we did not follow up on things as quickly and efficiently as we should have, and that has caused the repairs to take longer than they probably should have. I reviewed what is left with the team this am.  We are short a wire harness for the switch that need to be replaced.  We are hoping to have that tomorrow which would put us in a position to complete the repairs by Wednesday, 6/21. I have asked Carson V****, the store General Manager, to review the switch failure with the technician in hopes of trying to determine what may have caused it to fail when it did. Lastly, I have also asked Carson to address a better repair to the underbelly.  Carson is hoping to contact the customer today to review that. Ultimately, I don't have great answers.  We agree with the customer that this could have gone better.  Unfortunately, at this point, we can't fix what went wrong in the past, and are just trying to get things right as quickly as we can. Brian Wilkins Wilkins RV  

• Initial Complaint

  Date:01/05/2023

  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.

  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.  
  
  Regards, 
  
  ******* ***** Since the camper was never picked up/delivered the contract should not have been finalized and yet I have title and am paying insurance and monthly payments for a product that was never provided to me. As such, I should be able to cancel the contract per the terms but am being told I can’t but they offer me $5,500 less than my contract to buy it back from me.
  
  Horrible experience and no one wants to accept ownership of prematurely filing the financing paperwork on the deal.

  

  Business Response

  Date: 01/11/2023

  Jason R*******, our General Manager has had conversation with our customer this week.  We do have a window on order in order to complete the repair.  We have agreed to assist the customer with a couple monthly payments, to offset the time that the vehicle has been out of service.  Our customer has accepted this resolution.  We believe this issue is resolved. DSincerely Brian w******