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:05/29/2023

  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.

  Purchased new ** which had manufacturers defects. Dealership was initially too busy to address leaks that occurred within the first few weeks of purchase. Closed ** for winter and upon reopening discovered an additional leak in the roof (non-opening skylight). Dealership could not take ** in for over a month and indicated that having exact same issues with same model, but referred me to manufacturer. Manufacturer initially said no warranty, because we are required to check seals every 90 days. However, based on the fact that we purchased the ** at the end of May 2022, brand new, paid $57,000+ cash and have never even moved the **(which was in shady and protected area), the manufacturer is paying for damage. Concerned about overall damage from first leak (also a manufacturers defect because tanks were installed backwards) - but neither dealer or manufacturer seem to be taking the totality of the circumstances into consideration. I have requested a buy back from the manufacturer, which they will not do. I requested an extension of the warranty and reimbursement for a trip that we have had to cancel, but they have not replied to email correspondence. In addition, the dealer made no record of the initial leak with the manufacturer - but has now said they will fix it because it was not installed correctly (which we said at the outset). All around just poor business interactions. We intentionally purchased new so that we would have some time before encountering issues, we understand that any rv, boat, etc. - ultimately has issues and requires maintenance. What we did not expect was leaking and issues from the. moment it was delivered to our home and extremely poor customer service or responsiveness. Further, an agent at the manufacturer (Keystone) said that they were have tons of issues because they were built during Covid -- where they did not have skilled workers. This is all to say, if I have purchased a lemon, it seems that the dealership and the manufacturer have an obligation to make this right by either purchasing the ** back (which is essentially still brand new) or working with us to replace it for substantially similar value. I am just looking for some response from either party - but neither Arlington or Keystone responds. The ** has been at Arlington since May 4th and we have had no contact from them at all. I have been trying to correspond with Keystone and they politely say - we are sorry that you are frustrated, with no resolution or action.

  

  Business Response

  Date: 06/12/2024

  This complaint was settled with the manufacturer. 

• Initial Complaint

  Date:05/22/2023

  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.

  March 6, 2023 I purchased my sons first car at Arlington ****** was outside of Arlington with a for sale tag on it. I go in they have me speak with the sales manager. It will be my sons first car 2012 Acura tl. He wouldnt let me take the car off the lot to go get it checked. They dont do that here but we just purchased a ****** camper so I trusted them fully. I told him it was for my sons first car he said the car runs perfectly no issues a great car. As well as *** who sold ** our camper said arlington rv is one stop shop and we can get everything there. He said the car runs great. I purchased the car in the sales manager office at Arlington rv super center. Driving off I realized the car would flutter at low rpms I asked him about it he said he never felt that. So I brought it to my mechanic who said it was a transmission problem and referred me to a transmissions place. They said the main pump in the transmissions going and we need a whole new transmission. When I called **** the sales manager at Arlington he told me hes not going to help and I cant do anything about it because it was a private sale. Im sorry what? I bought it in Arlington. In his office I bought it. He said look at your **** of sale its only my name. He scammed me and sold out of a company. He took all my sons money and savings and my savings. I paid ****** for a useless 2012 Acura tl. They are liars and scam artist here. I want my transmission rebuilt or a refund and they can have there car back.

  Customer Answer

  Date: 06/02/2023

  I have not heard from the business in response to my complaint. Thus picture is the car outside of Arlington rv center when a for sale tag on it. When I went in I talk to the sales manager who sold me this car with a bad transmission 

  

  Business Response

  Date: 06/13/2023

  Dear Better Business Bureau,
  
  I am writing in response to the complaint filed by ***************************, complaint number #*******, against Arlington RV. I would like to clarify and address the concerns raised in the complaint.
  
  First and foremost, I would like to emphasize that Arlington RV was not involved in the purchase or sale of the Acura vehicle mentioned in the complaint. Our company never received any monetary transaction or was in any way associated with this private sale between one of our employees and *******************
  
  It is essential to understand that this transaction was solely a private sale between our employee and ******************. Arlington RV had no involvement or knowledge of the sale until we received this complaint. We would like to reiterate that no funds were received by our company from this transaction.
  
  Furthermore, we find it puzzling that ****************** would believe this purchase was through Arlington RV when she took the vehicle to her own mechanic for inspection. If she genuinely thought the car originated from Arlington ****** would have been more logical for her to contact our service department for an inspection.
  
  It is regrettable that ****************** has directed her emotions and anger towards our company. We are in no way responsible for this private sale and should not be subject to harassment or negative implications resulting from her misplaced assumptions.
  
  As the general manager of Arlington RV, I would like to assure the Better Business Bureau and ****************** that we take customer satisfaction and ethical business practices very seriously. However, it is crucial to recognize that we cannot be held accountable for transactions that occur outside our realm of involvement.
  
  We kindly request that you consider this response and take appropriate action to address ********************** complaint accurately and fairly. If there are any further inquiries or information required from our end, please do not hesitate to contact me directly at ********************  or ***********************************.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  *****************
  
  General Manager
  
  Arlington RV Supercenter

  Customer Answer

  Date: 06/19/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******