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:02/20/2025

  Type:Sales and Advertising 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 filed a previous complaint for Route 66 RVs from not paying off my 27RKS travel trailer. Although they paid it off after i filed a complaint they stated that I should be paid the additional payment that I had made due to their late payoff. I was never credited for this payment since they paid it off after I made this payment. At the time I accepted the solution since I was unaware of the actual amount they paid to my lender. Also, I was told that a portion of the extended warranty would also be returned to me as a payment which never happened. I also had ************* which was never refunded to me either.

  Business Response

  Date: 04/02/2025

  Thank you for bringing this matter to our attention.

  
  We would like to clarify the details regarding the refund in question:
  

  *** Refund: As required, Route 66 RVs sent the *** refund amount directly to the customer's lender. Since we had already paid the full amount due to the lender without considering an extra payment by the customer, the lender should now have an overpayment on the account. This overpayment should be refunded directly to the customer by the lender. We encourage the customer to contact their lender to confirm the status and timing of that refund.

  
  Extended Warranty Refund: The refund for the extended warranty was processed and issued on February 8th. A note on the refund check indicates that the customer had requested to pick it up. However, if the customer now prefers the check to be mailed instead, we are happy to accommodate that request.

  Please let us know how the customer would like to proceed.
  We appreciate the opportunity to clarify this situation and are happy to assist further if needed.

  
  

  Customer Answer

  Date: 04/14/2025

  I have reviewed the business response and accept this resolution. I was never notified that the warranty check was available for pick-up. I will contact the dealer to pick up the check. I had received the *** refund from the lender and whether or not the overpayment was included I'm not sure but at this point i'll let it go either way.

• Initial Complaint

  Date:12/26/2024

  Type:Billing 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 put my Avenger 24RKS Travel Trailer on consignment with Route 66 RVs a few months ago which they sold early last month in November. As soon as they sold it I went in and gave them a check for ******* for the difference in what they gave me for the trailer and what i owed with my lender Huntington. My complaint is that they have not paid off my loan even though it has been over 30 days and my next payment with ********** is due on 12/29 which I guess unless I want my credit to take a hit I will have to make that payment. I called them multiple times to inquire why it had not been paid off and was told someone would call me back which they never did over several days. At this point I still owe over 25k on the trailer which they have sold to someone else and I gave them almost 9k which they never applied either to my loan. I've never had a dealer do this to me so I'm at a loss on what to do at this point other than file a complaint and if it doesn't get resolved soon hire an attorney. They also owe me a refund for the warranty and gap coverage which i also filed the paperwork with them to be refunded to me at the time they sold the unit.

  Business Response

  Date: 01/09/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration this situation has caused and want to address your concerns thoroughly.

  We understand the importance of timely handling of loan payoffs and refunds, and regret that this process has taken longer than expected. Furthermore, wed like to explain the situation and assure you that we are actively working to resolve all outstanding issues.
  Your loan payoff was processed before Christmas; however because of the holidays, the dealership was closed until after New Years, which may have caused a slight delay in confirming the transaction. Additionally, during this time, our bookkeeper and title clerk left to pursue other opportunities, which unfortunately created further delays in our internal processes. Compounding this, our new general manager was out recovering from heart and neck surgery, limiting our ability to respond as promptly as we would have liked.
  

  Regarding your extended warranty and GAP coverage refund, we are awaiting the lien release from your lender. Once we receive the lien release for your consigned RV, we will promptly finalize and process these refunds.
  

  We deeply regret the lack of communication on our part. Moving forward, we are taking steps to improve our processes to ensure issues like this do not occur again. Please rest assured that resolving this matter remains a priority for us, and we are committed to ensuring your satisfaction.

  If you have additional concerns or need further clarification, please dont hesitate to contact us directly. We truly appreciate your patience and understanding during this time.
  

  Route 66 RVs
  

  Customer Answer

  Date: 01/12/2025

  I am rejecting this response because:   Due to paying off the loan over 30 days I had to pay an additional ****** payment that I would not have had to pay if it was paid off at the time that I had paid the vehicle off. For example, the check that i paid was posted to my account on 11/18 and you just sent the check the day before christmas which led me to send another payment so it would not go against my credit score for late payment. I am also very doubtful of you paying the *** and warranty refund without much deliberation considering how long it took you to payoff my loan. So, I will settle this dispute if I am paid ****** for the payment that I had to send and am paid the *** and warranty refund.
  

   

   

  Business Response

  Date: 01/13/2025

  The bank should refund you back the extra money that was paid with your additional payment. That is normal procedure in an overpayment situation. And the *** and warranty will be refunded as mentioned before. The only reason this was delayed was because of personnel changing and no one being there to handle it. That was addressed in the first response, also.

  Thank you. 

  Customer Answer

  Date: 01/14/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/12/2022

  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 6/15/22 we sold our 2021 travel trailer. on 6/20/22 We submitted the appropriate cancelation forms to receive prorated refunds for our extended warranty, tire and wheel warranty and our GAP insurance with the dealer representative Jason. On 8/28/22 we still had not received our refunds so we emailed Jason and Jennifer from Route 66 RV as well as the cancelation dept at American Guardian Insurance. 3 business days went by and no one responded. I called the dealership directly and left messages for Jason and Jennifer. Jason called back and stated they are still waiting for the refund from American Guardian and there is nothing we can do but wait. He stated this happens all the time and we are not the only people waiting for refunds. I asked if AG had a number I could call and he stated no. But upon a web search found number and even has a prompt to "check status of refund" I spoke with Christine at AG and she stated refund was approved and processed on 6/27/22 and mailed to dealership on 6/29/22. I called Jason back and told him what I had learned and he became belligerent stating they don't have my money and the don't need my money and nothing I can do. When I told him I was going to file with the BBB he said fine but don't ever call me again. The next day Jennifer called and was clearly not aware of my previous conversation with Jason. She stated she spoke with a Nancy at AG and confirmed check was mailed 6/29/22 but has not cleared AG's bank and a stop payment would have to be created and process started over. Jennifer also stated this happens all the time and I am not the only one waiting for a refund. it is now 9/9/22 and no contact or refund from dealership or American Guardian
  

  Business Response

  Date: 11/23/2022

  Business Response /* (1000, 5, 2022/09/15) */
  ****** ******* has called the dealership numerous times and emailed on August 28, 2022 voicing his frustration. Jennifer reached out to a manager at AGWS regarding the check for his cancellation and they stated it was mailed out on 06/27/2022 however the dealership has not received it. AGWS confirmed the check had not cleared their bank and was going to issue another check. Regarding the phone conversation between Mr. ******* and Jason, Jason tried explaining that he does not have any knowledge on the situation because after he submits the cancellation it is out of his hands, Mr. ******* was not happy about that statement and became loud with Jason. Mr. ******* made numerous comments to Jason about the dealership stealing his money and how the business cannot be ran off of his warranty check, at that time Jason ended the phone call. Mr. ******* then called Jason back within the hour and stated that the dealership did steal his check because AGWS said they mailed it. Jason stated that we do not have his money and that we are not stealing anything from Mr. ******* and ended the call.
  
  Jennifer reached out to Mr. ******* to inform him of the situation and how it was going to be cleared up; however Mr. ******* became very loud and rude. Jennifer tried explaining that this is the second check from AGWS that we have not received and that we are working on a resolution with AGWS to prevent it from happening again. Mr. ******* said that that was not good enough for him and he wanted his money.
  
  After some discussion on this matter with AGWS, since this is not the only check that has apparently been lost in the mail, the dealership agreed with AGWS for direct deposit; however we still had not received the cancellation amount for Mr. *******'s warranty. Jennifer contacted the cancellations manager this morning 09/13/2022 and she advised that they are processing the cancellations today and that the dealership should have the ACH 09/14/2022. We did receive the payment for the cancellation, it was processed immediately and a check was printed for Mr. *******. Jennifer contacted Mr. ******* to confirm he wanted the check mailed to him and the mailing address. The check was placed in the mail on 09/15/2022.
  
  
  
  
  Consumer Response /* (3000, 7, 2022/09/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  At no time did I state the dealership was stealing my money. It was Jason that implied there was no way the dealership needed my money and even stated "what do you think ? We are running the dealership with your money?" It was Jason that raised his voice first and became belligerent. It was within this hands to follow up on our refund. They had no problem discovering there was a problem once I became annoying. AND AS OF TIME OF THIS RESPONSE STILL NO REFUND.
  
  
  Business Response /* (4000, 9, 2022/09/20) */
  We are showing the refund check sent to Mr. ******* has been deposited and cleared our bank. Please see the attached.