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:12/02/2023

  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.

  WE ORIGINALLY PURCHASED A SMALLER TRAILER THAT WAS ALSO A DEFECTIVE ** APPROX FOUR MOS PRIOR TO THE CURRENT ** .. THE DEALERSHIP HAD ** LEAVE THE ** WITH THEM FOR A VERY LONG PERIOD OF TIME WAITING FOR PARTS .. THAT **'S SLIDER DID NOT WORK .. AFTER MONTHS OF WAITING .. WE LOST ALL OF THE SUMMER OF 2022 USE ON THAT ** .. WE NEGOTIATED TO TRADE FOR THE CURRENT ** .. THAT WAS AT THE END OF SEASON (SEPT 2022) SO WE JUST PARKED CURRENT ** FOR WINTER .. WHEN WE TOOK THE ** OUT IN THE SPRING OF THIS YEAR .. WE WERE OUT FOR THREE DAYS AND IT WAS RAINING .. THAT IS WHEN WE DISCOVERED THERE WAS A LEAK IN THE ***** WINDOW .. WE TOOK THE ** BACK FOR REPAIR AND WERE ADVISED THIS WAS A KNOWN ISSUE AND WOULD BE REPAIRED UNDER THE WARRANTY ON THE ** .. THEY TOLD US THEY WOULD HAVE TO GET A WINDOW FROM THE MANUFACTURER .. THEY HAD THE ** FROM APRIL TO JUNE WAITING FOR THIS WINDOW .. WE WANTED TO TAKE THE ** OUT FOR THE FOURTH OF JULY BECAUSE THEY HAD HAD IT ALL THIS TIME .. THEY ASSURED US THE WINDOW WOULD NOT FALL IN ON US .. SO WE DID TAKE IT OUT FOR FIVE DAYS .. THEN WE TOOK IT BACK .. ABOUT A MONTH LATER I WENT TO CHECK ON IT AND I WAS TOLD THAT IT WAS A BIGGER ISSUE THAN INITIALLY THOUGHT .. THEY TOLD ME IT WAS A SEAL PROBLEM .. THAT THEY WOULD HAVE TO CUT "INTO THE ***** TO REPAIR THIS .. THEY TOLD US AGAIN THIS WAS A KNOWN ISSUE .. WE STILL DO NOT HAVE THIS ** NOW IN DEC AND WE CONTINUE TO MAKE PMNTS ON IT .. WE HAVE BEEN TRYING TO CONTACT THE DEALER .. THEY INITIALLY RESPONDED BUT NO LONGER ARE .. THEY TOLD US BACK IN OCT THAT THE ** MAY NEED TO BE SENT BACK TO THE MANUFACTURER IN THE MIDWEST FOR REPAIR .. WE NO LONGER WANT THIS ** .. UNDER LEMON LAWS THIS ** IS A DEFECT AND WE SHOULD NOT BE HELD RESPONSIBLE TO PAY FOR IT .. WE HAVE PAID 13 PMNTS ON THIS ** AND HAVE BEEN ABLE TO USE IT 8 DAYS .. WE WANT THEM TO CLOSE OUT OUR LOAN AND TAKE THE ** BACK AND REFUND OUR PAYMENTS .. I AM STAGE 4 CANCER AND THIS WAS SUPPOSED TO BE MY END OF LIFE ENJOYMENT AND IT IS FAR FROM THAT

  Business Response

  Date: 12/15/2023

  We do apologize for the issues that have transpired with the trailer. We have been working hard to get the parts in to fix the issues at hand as we've discussed and hope this will be completed to your satisfaction. There is no lemon law on non-mortorized recreational vehicles. Anything beyond that would have to be taken up with the manufacturer.

  Customer Answer

  Date: 12/16/2023

   
  Complaint: 20949667
  
  I am rejecting this response because:

  This is a non-response from the business in my opinion. They give no timeline for completion and take no accountability.

  I want to advise the BBB that this dealership had not responded to my calls or my daughter's calls in all this time, until we submitted this complaint to the BBB, then they reached out to me via telephone on that Mon Dec 5th.

  Their response does not deny any of the facts we spoke to. There has to be some accountability in the fact that they sold us TWO faulty **s. 

  We spoke with ****** in Oct and he told us there was an option for their warranty team to push the manufacturer to take the ** back based on this whole situation. From my side, they have not pushed for that. 

  This ** is technically brand new based on usage but we would not be able to sell it as such based on the level of damage and the repairs this ** has and will need.

  We are still asking the dealer to take this ** back; however that happens, warranty or a buy-back.

  We still feel like we are owed back all of the money we have paid out on this. In no way would anyone want to have paid out over $5000 for only 8 days of use over the course of 14 mos on this ** plus the months on the previous **. 

  This dealership has to be held liable for selling us TWO faulty **s. They are attempting to wash their hands off the sale since they have already received their payout on these. Are they willing to take advantage of someone who is stage 4 cancer? Who explained to them the situation going in to these deals?

  Just last week the service manager called me and told me that the parts were sent to ****** by the manufacturer.

  This whole situation is unacceptable. I am still asking the dealership take this ** back and return the money we have paid into it, we did not purchase this from the manufacturer.

   

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

  Customer Answer

  Date: 12/16/2023

  These are the statements of payments on this loan.

  Customer Answer

  Date: 12/16/2023

  More payment information on this loan and original financed amount.

  Business Response

  Date: 01/15/2024

  We feel terrible that you have not been able to use your ** as much as you would like since you purchased it.  When we sell an **, we are unable to foresee the future or if there are potential challenges on a particular unit.  Most units are challenge-free and only require the recommended maintenance by the manufacturer.  We always hope for our customers to have a wonderful experience with their ** and create Memories with their Families.   We are here to take care of our customers before and after their ** purchase should they need us, if a challenge arises.  Unfortunately, we did not receive parts for the repair on your ** from the manufacturer, in a reasonable amount of time.  It has taken months to get all the parts - the supply chain has been a challenge for the last few years, in the ** Industry as a whole.  We have reached out to the manufacturer multiple times regarding your repair and asked them to Expedite and deem it a High Priority.  In our last discussion with them,we asked them to contact you directly so you knew we were continuing to push your repair as the Top Priority, and obtain a favorable outcome.  I was told that they did speak with you last week, but haven't received the details of what the outcome of that discussion was. Tomorrow we are supposed to receive the last of the parts to complete the repair.  We plan on starting the repair as soon as the parts arrive, so that you will be able to use it for future camping.  Again, we are truly sorry for all the inconveniences this has caused and hope that we can help you continue creating memories with your **.

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 20949667
  
  I am rejecting this response because:

  CLEARLY THE DEALERSHIP IS AGREEING THAT THE **** THEY HAVE TAKEN TO REPAIR THIS RV IS UNREASONABLE AND YET THEY OFFER NO COMPENSATION. THEY OFFER NO RESOLUTION. THEY STILL TAKE NO OWNERSHIP OF THAT. THEY STOPPED TAKING OUR CALLS IN THE FALL. THEY TRIED TO PUSH THIS OFF ON US AND THEN THE MANUFACTURER.

  THEY MAKE A STATEMENT THAT THEY DESIRE A GOOD EXPERIENCE FOR THE ***** BEFORE AND AFTER THE ***** AND YET DID NOTHING TO MAKE THAT HAPPEN. AND THEY ARE NOT OFFERING TO MAKE THIS RIGHT. SO, CLEARLY THEY DO NOT STAND BEHIND THEIR ****S.

  I AM IN MY FINAL MONTHS OF LIFE. THEY ROBBED ME OF MONEY I COULD HAVE PUT TO THE ENJOYMENT OF MY REMAINING **** WITH MY FAMILY. I FEEL THEY OWE ME COMPENSATION FOR THAT. THEY HAVE TAKEN ADVANTAGE OF ME AND MY SITUATION.

  THEY DO NOT GO INTO DETAIL IN THIS RESPONSE OF THE EXTENT OF THE DAMAGES AND THE REPAIRS THAT HAD TO BE MADE ON THIS RV. THERE IS NO WAY FOR THEM TO GUARANTEE THE REPAIRS, NO MORE THAN THEY GUARANTEED AND STOOD BEHIND THE ORIGINAL **** OR CONDITION OF THE **** FROM THE FACTORY. I CAN'T **** THIS AND GET THE FULL AMOUNT I FINANCED FOR THIS RV BACK. NOR COULD I IN GOOD FAITH SELL THIS AS A NEW RV TO SOMEONE ELSE KNOWING WHAT HAD TO BE REPAIRED, THE EXTENT OF WHAT HAD TO BE DONE TO FIX THE ISSUE, AND NOT KNOWING IF THEIR REPAIR IS ANY BETTER THAN THE ORIGINAL MANUFACTURERS WORK BUILDING THIS **** .. AND I SHOULD BE ABLE TO SELL THIS AT NEAR FULL PRICE UNDER NORMAL CIRCUMSTANCES, SINCE THE ***** OF THIS RV HAS BEEN SO LOW.

  IF THEY DON'T STAND BEHIND THE **** OF THESE RVS BECAUSE THEY DON'T MANUFACTURER THEM .. HOW AM I TO EXPECT THEY WILL STAND BEHIND THEIR REPAIR? THERE'S NOTHING IN THEIR RESPONSE THAT GIVES ME CONFIDENCE IN THAT. THEY ASKING WITH THE MANUFACTURER COULD NOT GET THE PARTS, LET ALONE GET THEM TO THE RIGHT LOCATION. HOW AM I SUPPOSED TO TRUST THIS REPAIR OR THAT THEY WILL STAND BEHIND THIS!?

  THEY HAVE TAKEN ADVANTAGE OF ME BECAUSE THEY KNEW HOW SICK I AM. THEY STOPPED RESPONDING TO MY CALLS FOR TWO MONTHS IN THE FALL UNTIL I FILLED THIS COMPLAINT. THEY WERE COUNTING ON ME TO JUST LET IT GO. THEY OWE ME FINANCIALLY FOR ALL OF THIS **** I HAVE LOST AND THE STRESS THEY HAVE PUT ON ME MENTALLY AND EMOTIONALLY. 

  I STILL STAND BEHIND MY ORIGINAL REQUEST FOR THEM OR THE MANUFACTURER TO TAKE BACK THE **** AND PAY OFF THE **** TO THE LENDER.

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