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:02/02/2023

  Type:Sales and Advertising 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.

  5-26-22 to 9-8-22 On 5-26-22 I took my new trailer to explore *** rv in **** for warranty repairs, I was told it could take up to 2 months. After a couple months I started calling to see if it was done. I called about once a week from then on being told that they were waiting on metal, but I could not get any answers on what the metal was for. They eventually told me that the trailer was repaired enough to use it and they did not know when the metal was going to be in but I could come and take it and bring it back when the metal came in. But they still could not tell me what the metal was for. On 9-8-22 I came to pick up the trailer. The service man had me sign paperwork and told me they would call me and tell me when to bring it back. He then told ME to go find it and take it. When I found it I walked around it to find that the metal siding was wrecked and most of the repairs were not completed. I went back in to get ****** the service man who had me sign and asked him to walk the trailer with me. He said that must be the metal they were waiting on and he did not know about the other repairs, though they were listed on the intake. He told me take it and he would call when the metal was in to fix the siding and do the other repairs. He could not tell me how my trailer got damaged. They had my trailer at this point for 14 weeks.11-17-22 The week of 11-17-22 I got the call that the metal was in. I delivered it on said date.12-12-22 On 12-12-22 I had been called and told it was done and made an appointment with the general manager to pick it up. He was not there when I arrived. I found the trailer metal still damaged and attempts at other repairs made worse than before. I walked the trailer with the service manager and ****** again. They said they would have to order metal again and make repairs.1-18-23 1-18-23 general manager emailed and said metal arrived damaged and will have to reorder.1-30-23 General manager told me no idea when metal is coming

  Business Response

  Date: 03/20/2023

  *********************** brought his unit in for service for some warranty work with Heartland.**************** did not purchase from ExploreUSA so his request for repurchase has no merit as we were just a servicing dealer for the manufacturer.  He had made an appointment with a service advisor who was very new and is no longer with us. There was a miscommunication on the repair to be performed. On the original work order that ****************** received states that BOWING OUT ON FRAME MIDDLE SIDES OF TRAILER. My tech wrote up a standard repair that we have performed on numerous occasions to remove the metal and repair the bow that was causing metal to bow and reinstall. This procedure is recommended and was approved by manufacturer. ****************** was not happy with the repair at the initial time of pick up so the ** and I scheduled him to come back in where we tried to repair the wall again. The second attempt did not meet ***************************** standard again and this is when I decided to order new metal from the manufacture. This time we removed the complete side wall to see why this metal kept bowing after repairing the metal. The first shipment of metal came in on 1/22/23 was damaged during shipment. We called **************** and explained to him,and gave him the options to pick up and bring back when we had the metal. We wanted him to have the option to be able to use the ** while these shipments come in, and he declined the offer knowing his ** was completely usable. The second shipment delivered on 2/14/23 and was also damaged again. We reached out to ***************** and told him the circumstances and gave him option to pick up and use the ** again. He declined for the third time. The last shipment was delivered 2/24/23 and it was not damaged, so we got on his repairs right away. We got his unit up to manufacturers standards and found two cracked studs causing the wall to shift. We repaired and braced the wall and metal. The coach was fixed when the customer came to pick up on a Saturday.  He was rude and angry and even though all repairs were complete, he still would not take possession. We never wrecked his unit but made a poor repair the first time. We took ownership of a less than quality repair and replaced the metal and made it completely to manufacturers standard. ***************** is not happy with that, as he wants a new unit since he believes his unit was wrecked. Having a unit repaired under warranty does not qualify as wrecked. The reason for a warranty is to correct manufacturing defects at no cost to the customer and that is what was done her

  Customer Answer

  Date: 03/27/2023

  Complaint: 18953380
  
  I am rejecting this response because:they have repeatedly dismissed repairs, denied responsibility, and lied about repairs. Then tried to get me to take it from them after it was delivered again with faulty repairs. 
  
  Regards,
  
  ***********************