Complaints

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• Initial Complaint

  Date:04/28/2024

  Type:Billing 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.

  4/26/24 my husband and I found a Forest River Artic Wolf 5th wheel, we spoke to ***** the salesman and explained we would be traveling 15+ hours to purchase the camper and we wanted to make sure it was in good shape. We obtained a loan and insurance and drove to South Dakota from New Mexico to purchase the camper. When my husband arrived to see the camper, it was a mess. ***** was no where to be found (he knew he was going that day). My husband talked to another salesman *****. He showed him the camper and the camper itself was wet, a piece of the couch fell off, there was water damage, it was on a spare tire, the trim was cracking, and it had crumbs in the tables (it was supposed to be throughly cleaned and inspected).
  The dealership didn’t offer anything, just a sorry.
  My husband asked to see other campers and there were none in our price range and they were not willing to work out something for us.
  
  All we were offered was a gas card by ******* the general manager. It costed us over $600 just in diesel to travel to the dealership. Not including hotel rooms or food.
  
  All the salesman (*****) needed to do was show us the damage and be HONEST so we did not waste our time and money. Now we have a loan and insurance for a camper we didn’t buy.

  Business Response

  Date: 04/30/2024

  The customer called in the week of April 15th inquiring about the Artic Wolf 5th wheel.  It was advertised as a "price reduced" $34929, as it was recently lowered from $37,929.  The customer had seen it online, where we have 30+ pictures of the mentioned unit.  We agreed to a price of $30,199 out the door.  The consigned camper has some imperfections as most used campers do.  The camper did have a different wheel on one side as reflected in the pictures online, the other wheel/tire was inside the camper.  Customer probably had a flat tire and got it fixed/replaced at one point and never took the time to swap them back.  Was pictured accordingly as mentioned above.  There was a blemish on the back of the camper as visible on multiple pictures online.  The piece of the couch that "fell off" was simply a bolt that came out of the bed frame when they were opening the sofa bed (not uncommon for bolts to work lose) and was a simple fix that took less than a couple minutes according to the technician.  The camper was not "wet" as described, there is a spot on the baseboard trim under the sink were there was some possible moisture at one point, per the certified rv tech it wouldn't have been from any major water as far as flooding.  If there had been major water the entire baseboard and lamination would have been swelled, peeled or cracked plus the floor would have been soft.  The tech suggested it could have been defrost moisture from the fridge that seeped down, or as simple as humidity or frost that caused it.  He labeled it as cosmetic.  The tech had a mobile stair next to the RV and offered the customer to go up to look at the roof to reassure them that there weren't any leaks, customer declined.  I asked the RV tech his opinion on the camper and he said it was very sound and any issues were cosmetic.  As far as any remedies offered, we had another salesman (***** was off as he had dental surgery the day before) take the customer out to look at additional campers, they found another more expensive camper, a 2021 Durango 5th wheel,  it was priced at $46000, i offered to discount it to $42000, they declined.  I also offered to re- clean the artic wolf for the customer and offered to give them an additional $1000 discount to try to appease them, they declined.   We parted ways with me apologizing again for the camper not meeting their standards, they both shook my hand and we parted ways.
  
  
  If you have any other questions or concerns, please contact our GM Stephan @ [email protected].

  Customer Answer

  Date: 04/30/2024

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

  Your Salesman ***** knew we had a 15+ hour trip and was not honest about the shape the RV was in. In total it was a 32+ hour trip, when all ***** had to do was be honest about the condition the camper was in and send photos of the damaged areas. A lot of wasted time and effort all because the salesman could not be honest. 
  the company needs to do better business. There were absolutely no images of the damage and even a rug covering the black tar that was on the floor. 
  

  Honesty could have went a long way here.

   

  
  Sincerely,
  
  
  
  ***** *****