Complaints

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  McCarthy RV LLC

  12616 Meridian E Puyallup, WA 98373-3428

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  McCarthy RV LLC

  13701 NE Fourth Plain Blvd Vancouver, WA 98682

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:03/04/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 01/25/2025 we purchase a 2018 ** from Puyallup RV. We were told they would do a 42 pt inspection before we took possession. On 02/02/2025 ***** ****, the service technician manager, called and said it had been inspected and was ready. On 02/11/2025 at pick up, the furnace didn't work, ***** said it had just given out. All the back lights didn't work, they put in new bulbs, but they quit working on the way home. When cleaning we found the water and pipes frozen. The rig had not been winterized, and I was not informed until the next day when I called *****. When cleaning the bed area above the cab we found chunks of ice and mold. The mats were frozen to the wood. There is damage and warping to the wood and paneling. On 02/13/2025 I took the rig to Aubreys to be inspected and winterized. ******* is an ** sales and repair shop in ******. They found leaks behind the fridge, below the water holding tanks and a leak on the roof. The seals above the cab were separated and *****, suggesting that the rig had been leaking for a long time. Aubreys said the whole front sleeper area should be disassembled, mold completely removed and parts replaced or the mold will come back. When we talked to ***** in Puyallup he suggested that he could clean and spray down the mold to stop the growth. We told ***** we want our money back and to purchase something usable, but he said we'd lose a lot since we just purchased the rig. Puyallup RV did not inform us of the damage. We cannot use the rig, it's a health hazard, it's value is less and the potential resale value is less because of the issues. We purchase the ** in good faith that Puyallup RV would provide us with a vehicle we could use immediately that did not need extensive repair. We trusted that they would do a full inspection and would notify us immediately if they found damage so we could decide if we wanted to take the vehicle. We no longer trust them. We want our full purchase price, warrantee cost and ECO** cost back.

  Business Response

  Date: 03/13/2025

  AT PUYALLUP RV WE DO A 42-POINT INSPECTION ON EVERY **** SOLD FREE OF CHARGE. ONCE OUR TECHNICIAN HAS GONE THROUGH THE **** AND ADDRESSED ANY ISSUES FOUND. WE THEN INVITE THE CUSTOMERS BACK TO DO THEIR WALK THROUGH. DURING THE WALK-THROUGH PROCESS THE TECHNICIAN AND CUSTOMER GO THROUGH EACH ITEM INDIVIDUALLY ON THE INSPECTION SHEET AND VERIFY THAT EVERYTHING IS IN WORKING CONDITION. ONCE THE WALK-THROUGH PROCESS IS COMPLETE AND TO THE CUSTOMERS SATISFACTION THE CUSTOMER AND TECHNICIAN  BOTH SIGN OFF AND DATE. (PLEASE SEE CUSTOMERS INSPECTION SHEET PROVIDED)

  DURING THE WALK-THROUGH THE FURNACE IGNITER WENT OUT. WE INSTALLED A NEW IGNITER IMMEDIATELY. THE FURNACE WAS VERIFIED BY THE CUSTOMER TO BE IN WORKING CONDITION PRIOR TO THE WALK-THROUGH COMPLETION. (PLEASE SEE SIGNED INSPECTION SHEET)

  DURING THE WALK-THROUGH WE NOTICED THE **** LIGHTS WERE NOT WORKING PROPERLY SO WE CLEANED THE CONNECTIONS AND REPLACED THE ****** WE THEN TESTED AND CONFIRMED THEY WERE PROPERLY WORKING PRIOR TO THE CUSTOMER TAKING THE ****. ( PLEASE SEE SIGNED INSPECTION SHEET). WHEN INFORMED BY THE CUSTOMER THE NEXT DAY THAT THE LIGHTS STOPPED WORKING ON THE WAY HOME, THE SERVICE MANAGER OFFERED TO REPLACE THE FULL **** LIGHT HOUSING AND ADDRESS ANY OF THE DEFECTIVE LIGHTS.

  TO PROPERLY COMPLETE  WALK THROUGH AND DEMONSTRATE WATER SYSTEMS IN WORKING CONDITION WE MUST DE-WINTERIZE AND FILL THE ****** ON 2/11 WE DEMONSTRATED THE SINKS AND HOT WATER HEATER WERE FULLY OPERATIONAL DURING OUR WALK THROUGH WITH THE CUSTOMER. THE ONLY REASON THE CUSTOMER TOOK THE **** TO HAVE IT WINTERIZED WAS BECAUSE OUR SERVICE TECHNICIAN ADVISED THEM THAT IT SHOULD BE DONE IN FREEZING TEMPERATURES AND COULD BE DONE BEFORE THEY LEAVE. THE CUSTOMER *********** IS OUR BELIEF THAT THE LEAKS BEHIND THE FRIDGE AND HOT WATER TANK BOTH ARE DUE TO FREEZE DAMAGE INCURRED AT THE CUSTOMERS RESIDENCE OVER NIGHT.

  REGARDING ANY ROOF LEAKS. WE INSPECT THE SEALS AND VISUALLY INSPECT FOR ANY ACTIVE LEAKS. THE **** WAS PURCHASED AT THE END OF JANUARY, ONE OF THE RAINIEST MONTHS OF THE YEAR. MULTIPLE TIMES OVER A RAINY 3 WEEK PERIOD THE CUSTOMER CAME TO VIEW AND INSPECT THE **** PRIOR TO ACTUALLY TAKING POSSESSION. NO ACTIVE LEAK WAS SEEN BY US OR BROUGHT TO OUR ATTENTION BY THE CUSTOMER. HOWEVER, OUR SERVICE MANAGER HAS OFFERED TO INSPECT ALL ROOF SEALS AND REPAIR OR REPLACE ANY SEALANT NEEDED TO ADDRESS THOSE CONCERNS.

  AS FOR THE MOLD AND WATER DAMAGE WE OFFERED AT OUR COST TO COME PICK UP THE ****, ASSESS THE CONCERN BY CLEANING ANY MOLD, OZONATE AND DISCUSS OPTIONS IF ANY REPAIRS ARE NEEDED. WE HAVE REQUESTED PHOTOS OF THE MOLD AND WATER DAMAGE AND HAVE NOT RECEIVED ANY. IT IS IMPOSSIBLE FOR US TO COME UP WITH A PLAN OF ACTION WITHOUT SEEING THE RV.

  WE VALUE EACH AND EVERY CUSTOMER AT **********************. WE PRIDE OURSELVES ON OUR 4.6 STAR ****** REVIEWS WHICH WE FEEL SPEAK FOR OURSELVES IN REGARDS TO HOW WE CONDUCT BUSINESS. WE DID OFFER MULTIPLE DIFFERENT AVENUES TO HELP RECTIFY THE CUSTOMERS ISSUES AND CONCERNS WHICH WE DISCUSSED BOTH OVER THE PHONE AND VIA EMAIL. (SEE ATTACHED EMAIL). WE WOULD REALLY LIKE NOTHING MORE THEN TO RECTIFY THIS SITUATION BUT UNFORTUNATELY THE CUSTOMERS ARE NOT WILLING TO SO MUCH AS EVEN ALLOW US TO LOOK AT THE ****. OR FURTHER DISCUSS WITH US A POTENTIAL RESOLUTION.

  Customer Answer

  Date: 03/20/2025

  March 18, 2025
  This letter is regarding Puyallup RVs response to our complaint about the 2018 Chateau we purchased from them.
  When we purchased the vehicle, we were told to leave it with them, so their service department could complete a 42-point inspection. While it was there, we authorized a paint protection that cost us $2999. (EcoRVPro)
  Puyallup RVs service person *****, called us approximately 3 weeks later to arrange pickup.
  When I arrived, I had not scheduled a walk through because the passes were bad, and I needed to drive it home before dark. We did try to start the furnace, but it was not working so they did install a new ignitor immediately. When I was leaving, I found that none of the back lights were working. The housing for the bulbs is rusted and needs replacement. The service manager replaced the bulbs and some of the lights gave out on my way home.
  During pick up there was no walk through scheduled or done when I did the pickup. We just walked around the outside and they showed me how to run the heater, generator and awning. Never once were the faucets nor sinks shown to be operating properly. We were not given a list of what they inspected. No active leak could be seen because the vehicle was frozen.
  The vehicle had water and had not been winterized. We were not informed of that. We never scheduled a walk through because we were driving through the pass, and it was during a very cold snap of weather. Therefore, there should not have been water in the tanks. The service manager knew we were coming from ****** where the temperatures were lower and should have known that the unit needed to be winterized. He did not inform me until I called him the next day. I was NEVER offered the option to have it winterized by Puyallup RV.
  That first night we checked the vehicle and found chunks of ice in the faucets and sinks. When we checked the systems panel, it showed that the unit was full of water. We also found chunks of ice and mold under the bedding area above the driver and passenger area. We immediately turned on the heat full blast to keep the unit from freezing further.
  The following morning when the sun hit the vehicle, we found dull patches on the paint and blotchy areas where it may or may not have been sprayed with the paint protection coating. The interior of the rig was dirty and had not been detailed as promised.
  That day I called Puyallup RV and was then told it was not winterized. I immediately took it to a local shop (Aubreys RV), where they put it inside their shop because it was frozen. The
  service we used in ****** found leaks in the unit and on the seals around and above the area that is moldy. The unit had been frozen for quite some time to do the amount of damage incurred. It took 3 days to defrost it.
  We feel that Puyallup RV did not do a full inspection on the vehicle because there were/are numerous defects. The mold alone is a health issue and tells us that the leak has been there a long time. We did not do a full inspection on the vehicle because we trusted that Puyallup RV would only sell quality vehicles and stand by their products. Regardless of what type of weather Puyallup has, this vehicle was not taken care of. It is in poor shape and should not have been sold as it was. It is obvious that the seals were not inspected because the area is *****.
  Puyallup RV is not giving us any option except to keep the vehicle and let them repair it. We have already seen what their service department is capable of and feel that they will do the minimum and seal the mold up inside the area. We have lost confidence in their ability to speak honestly with us.
  We saw the vehicle twice at the lot briefly and once at a show in ******. Never once did they tell us that the vehicle had water in it and when my wife tried to run the sink no water ran through the pipes. During the show we were mainly concerned with taking care of the paperwork, discussing the warrantee and the pickup date.
  At this point our warrantee will not cover any of the issues and our insurance wont either. This damage was preexisting, and we have no claim with them.
  We do believe the vehicle needs to be inspected and the area fully open to see the extent of the damage. But we feel it should be done by someone without an active interest in the vehicle so its an unbiased inspection. And we feel that if the mold has traveled up into the cavity of the vehicle, we should have the option to 1.) be refunded our money 2.) purchase a different vehicle.
  The vehicle was bought to be used immediately but we cant use it until this is resolved. Its value is less, and we would never even consider dumping it on someone else. We sold our prior motor home immediately after purchasing this one because ours was in pristine shape, and we needed the spot for our new one. Now we have no motorhome to use, but we are paying a payment, insurance and warrantee for a vehicle we cannot use.
  If Puyallup RV truly wants to work with us, they can start by being honest. They did not inspect the vehicle properly or they would have found the leaks and mold. We are willing to let them pick up the vehicle when they are ready to refund the money or find us a new motor home. Or when they are ready to let an outsider inspect the vehicle properly, after which we can move forward with our decision.

  Business Response

  Date: 04/11/2025

  We are willing to help. Unfortunately, we can not buy the coach back. The "customer" signed the *** (Pre Delivery Inspection) stating the systems on the sheet were operational at the time of delivery.The *** sheet lists everything that we do and do not inspect. While demonstrating the systems on the *** sheet is when we found the recent igniter failure that was quickly addressed as the customer stated. When demonstrating the *** one of the customers biggest concerns was the hot water heater. We showed it operating and explained to the customer how to maintane and winterize it the water system as he had never had an inst-hot water system in a previous **. It is not our responsibility to winterize the ** after the customer takes possession. We were told by the customer that they were going to use it shortly after picking it up and informed them it was not winterized yet. We have 2 options:

  1. What we have already offered in the previous reply. Please see previous reply and attached email.

  2. We would be willing to send the customer a check for $650 to help reconcile their concerns. As long as the customer is will to sign an NDA/settlement agreement.

  And again we would like to come pick up the coach and help the customer with their concerns.
  

  Customer Answer

  Date: 04/22/2025

  This letter is regarding Puyallup RV's response to our complaint about the 2018 Chateau we purchased from them.
  When we purchased the vehicle, we were told to leave it with them, so their service department could complete a 42-point inspection. While it was there, we authorized a paint protection that cost us $2999. ******************************************** person ***** called us approximately 3 weeks later to arrange pickup. Before that we attended an ** show in ****** and signed all the paperwork and were assured that the inspection would be done before we arranged pickup. We trusted that it would be done properly. Later that week we called and authorized the paint protection and warrantee.
  We had problems at pick up because of an ignitor and lighting issues.  The ignitor was repaired but the lighting was not repaired properly. There was no complete walk through at pickup or during the ** show. There were just promises that things would be done properly. 
  We feel that Puyallup RV did not do a full inspection on the vehicle because there were/are numerous defects. The mold alone is a health issue and tells us that the leak has been there a long time. We did not do a full inspection because we trusted that they would only sell quality vehicles and stand by their products. Regardless of what type of weather Puyallup has, this vehicle was not taken care of. It is in poor shape and should not have been sold as it is. It is obvious that the seals were not inspected because the leak is running *****. 
  Puyallup RV is not giving us any option but to keep the vehicle and let them repair it or have them consign it for us. We have lost all confidence in their ability to speak honestly with us. They do not take responsibility for it, lose any money on it or lose anything by doing this. We lose money, lose time using the vehicle and are stressed about this issue. We are paying for a warrantee, insurance and payments on a vehicle we cannot use.
  We believe the vehicle needs to be inspected and the area fully open to see the extent of damage. But we feel it should be done by someone without an active interest in the vehicle so it's an unbiased inspection. We feel that if the mold has traveled up into the cavity of the vehicle, we should have the option to 1.) be refunded our money 2.) purchase a different vehicle using the total purchase amount we had used on this vehicle. 
  We are willing to let them pick up the vehicle after someone inspects it and gives them a work order that we can both agree to. (We have concerns that the work will be done properly once they take it so that is also an issue.) Or they should refund our money or use the total purchase price as a trade in for another rig. 
  We have no reason to lie about this. We just want what we paid for, a rig we can use. We sold our prior rig as soon as we got home from purchasing this rig and now we have nothing to use. 

• Initial Complaint

  Date:10/29/2022

  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.

  Puyallup RV promised to have me come in for a pre purchase inspection before closing on the sale. Instead they never contacted, pushed the sale through and I had to call them after ******************************** from our initial meeting. They told me i was under no obligation to go through with the transaction until i actually wanted out. I was never delivered a product or even asked to come in for the inspection but they cashed in on the loan i was given, and payed their consigner without ever closing the sale through the inspection with me. They also told me to commit loan fraud, which i didnt, Now they refuse to give the money back to the bank even though i never took delivery nor was the inspection signed off on by me, which the sale was contingent on . They say i have to *** their consigner or the bank which i believe is a lie.

  Business Response

  Date: 12/02/2022

  ******************************* was never promised anything regarding his pre purchase before closing on the deal. We do a pre purchase inspection for our customer and back it up with 7 day guarantee. ******************** also had to ok the loan with the credit union. The credit union that excepted him does all their own paperwork so how would we ask him to do loan fraud? We never promise a unit the next day because we have to do the pre delivery inspection and that is a 10 day process. The pre delivery process does not start till we receive funds from the credit union. When his unit was ready we contacted him and he refused to come in for his walk through. 

  Our resolution: We have paid back the credit union and dissolved the loan that ******************** had with them. ******************** also signed a Mutual Settlement Agreement as he was satisfied with the resolution. According to the credit union we didn't have to pay his loan and buy back the unit but we did out of good faith. We feel ******************** should be happy with the resolution and all complaints should be dissolved. 

• Initial Complaint

  Date:08/08/2022

  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.

  We purchased an RV for $29,000 and put ****** down almost almost 3 weeks ago. We have learned trash bags were taped up underneath and because of the heat wave they fell and there's five holes that have been cut out underneath where it's straight to the floor no insulation no nothing I realize we bought as is but it was never disclosed and either a they don't care what they sell to people or B they don't even inspect their trailers for safety ****'s nothing so there's a problem they're aware service informed me it's not part of their checklist. There's also a major problem with the electrical panel you cannot have the ** and the ** on at the same time it blows Breakers yes we did do a walk-through in the parking lot I did not look under the trailer I have never looked underneath an RV he did have the ** running for about 30 minutes but nothing else was on

  Business Response

  Date: 08/22/2022

   We regret to hear that ****************** is anything less than fully satisfied with our services here at Puyallup RV. As a small family-owned business we consistently try to go above and beyond to meet the expectations of our customers. Regarding the complaint from *******************:
  

   We offer a free 42-point pre- delivery inspection to every unit sold here at Puyallup RV. Our service technicians give the customer a thorough walk through demonstrating one-by-one that everything on this check list is in working order prior to the customer taking delivery of the unit. To conclude this inspection both our technician and the customer will sign the inspection check list in agreement that everything has been demonstrated and in working order; Included among that inspection is both the Jacks and the *** Please see the signed inspection sheet I have provided.
  As soon as it was brought to our attention by *******************, we without hesitation sent a technician 222 miles to where she lives to assess the condition of the ** and address her concerns with the breaker/** and underbelly. Upon evaluation of the underbelly and contacting the keystone manufacturer there indeed was no missing insulation, or damage to anything internally; however, there was damage to the exterior corrugated plastic. Even though it is not our legal obligation to provide any repairs to a unit sold as is we have offered at no cost to Ms. ******** to replace and install the whole underbelly at no cost to the customer and inspect, advise, and repair the ** if needed.
  

   We have tried working with her regarding reconciling this situation. She has articulated that she is not interested in allowing us to complete the above said repairs and will accept nothing less than for us to purchase her ** at her price.

  Here at Puyallup RV take our customers satisfaction very seriously. We are saddened that ****************** is dissatisfied with us. Unfortunately, at this point we are not in a position to take any further action. We feel we have given our very best effort to reconcile this for her.
  

  Please see the attached documentation for your reference in this inquiry. We have included correspondence from the manufacturer of the trailer (Keystone **), the customers signed inspection sheet, as well as copies of our legal contracts.

   
  Thank you for bringing this to our attention.
   
  Sincerely,
   
  Puyallup RV Management 

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17685584
  
  I am rejecting this response because:
  
  Sincerely, and when they sent somebody that was not certified electrician to try to fix the electrical they cut another hole in the bottom and they're not going to repair that they're they're misleading and this is why I have an email to them saying that I would no longer talk to them verbally I wanted it all in writing and the minute I did that they said they would not come fix the trailer
  
  *************************