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:10/09/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  This is the second time I have submitted this complaint as I havent heard anything and Im not sure I completed it correctly. I purchased a camper and roof bike racks separately. Upon trying to open the awning the first time it didnt work. Asked for guidance from service at Van Boxtel, they thought one piece was the problem. Tried the next trip, still not working. Brought back to service. They are not able to get it working. All along I asked for either a replacement or a substitute. They tried to submit through warranty who denied. I am told they are working with the company in ******. I was also sold 2 bike racks which I have found out are not appropriate for my style of bike after I asked specifically if it would work. The bike almost came off the roof while on the highway. I thought it was malfunctioning, after discussing it with the parts manager he replaced it. The same thing happened. It is not usable. I am hopeful for some direction for resolution as this has been going on for over 4 months and now they have transitioned to Camping World

• Initial Complaint

  Date:05/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I was charged for warranty work and asked to be refunded and they have ignored my request. They won't return my call.

  Business Response

  Date: 05/18/2023

  Hello,

  We have attached the only repair order we have on record for 2023 for ************  That repair order consists of a charge for winterization ($245.88 + shop supplies and sales tax) and a $30 charge for A/C issues, which is labeled that way because we and the customer split the lost money for special order shipping, for a part that never came in right even though we tried to order it correctly three times. In the end we were not able to do the repair before the customer decided to sell their unit to *****, so the customer opted out of having ** continue ordering the part til it came in right, and to have ***** fix it instead as part of the sale of their unit to *****. 

  The repair order clearly shows that 90% of the $291.68 they were charged, was for the winterization they had done by **. 

  We are sincerely uncertain as to what the customer's complaint is regarding? 

  Thank you,

  Van Boxtel RV

  Customer Answer

  Date: 05/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]  In response to the A/C charge, there should be no charge because it was warranty work.  ***** had nothing to do with the warranty work that had to be done at Van Boxtel because that was the policy of the warranty.  Never was it discussed with me that I would be splitting the cost for the A/C work.  *********** counter even admitted to the wrongful cost to me.  They were going to take care of it.  Even the work that they were suppose to do wasn't done. It wasn't until I got home that I discovered that the A/C unit wasn't even in the dashboard.  So I called them and that is when they started to look for it. They had lost the part and had to search for it.  Also in the process of winterizing my RV they broke the toilet seat hinge.  
  
  Regards,
  
  ***********************

  Business Response

  Date: 05/18/2023

  It was never stated that ***** had anything to do with the warranty work, it was assumed that when ***** purchased your RV from you, they most likely fixed the problem before they put it on the lot to be sold. 

  When I spoke with our service department directly, they specifically told me that it was decided between the customer and them to split the cost of the special-order non-returnable shipping charges that were incurred, because the customer chose not to have the part ordered a fourth time (since it had come in incorrectly 3 previous times), and was tired/frustrated of waiting (understandably) and just wanted to sell their unit to ***** without being the a/c being fixed. That is why the work that "was supposed to be done" was not completed. And we did not lose the part, we had assumed we'd have a correct new one to put in it's place and admittedly did forget to put the old one back in upon pickup. 

  I'm sure the truth is somewhere in between these two accounts. I've been doing this long enough. In good faith we can certainly refund the $30 that was charged to the customer as their part of the shipping cost split. 

  In regards to the toilet seat being broken during winterization, that was from October 2022 and we cannot offer compensation for something that is not documented or discussed. It would be incredibly difficult to break a toilet seat during a winterization, whereas toilet seat hinges in general are known to wear out or crack from regular use as they are just plastic and bear all the stress/movement up and down. 

  We will send a check out for $30 in the mail. 

  Customer Answer

  Date: 05/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:05/03/2023

  Type:Order 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.

  On April 24,2023 my wife and I went and looked at a brand new trailer at Von Boxtel Rv in *********, *********..Our sales person was *************************** . Very nice guy! Pleasant and Knowledgeable. So my wife and I decided on a 2022 Forest River , ********* E -Pro Travel Trailer. We gave a holding deposit of ****** . No Purchase agreement contract was filled out with Social Security numbers, credit checks just a holding fee. Which we were told that the fee was refundable. Even on the holding contract it does state if we cancel within 24 hours its a 2% fee and after 24 hours its a 5% fee. So we were aware of the penalties. On Tuesday at work I was informed I would be going out of town for my job to **************.( Im in construction) My wife calls first thing on Wednesday Morning to let **** know what happened and we need to cancel.. My job would be all summer so no need to buy a trailer we cant use. She asked about the cancellation fee and he said probably there would be one and would get back to her after talking with Management . Never heard anything or received a credit to my card. So I called **** on May 2 and he informed me that I could get a store credit.But not a refund of my deposit , minus 5% of course .I dont want a store credit of merchandise if Im not buying a trailer ? Thats ridiculous ! What I do want is my ****** back as stated on the holding contract I signed. No where does it state I wouldnt get my deposit back or have to take a store credit . Life happened . We told them we would be back to buy from them next year. But at this point I feel like Im being scammedIf you can get back to me on this matter Id appreciate it. Thank you , *************************

  Business Response

  Date: 05/06/2023

  Hello and thank you for your inquiry.

  Weve attached a clearer version of the signed purchase contract. We have highlighted specific areas that clearly state this was a Purchase Contract being signed. The deposit is to hold the unit in good faith until the day of delivery when the rest of the balance would be collected. The deposit also binds ** so that we may not sell the travel trailer to anyone else for any price.
  On the purchase contract, it does state a 2% or 5% penalty for cancellation. However that penalty for cancellation is stated on the purchase contract as 5% of the total cash price of the Recreational Vehicle, which means the penalty for cancelling the contract would be 5% of $27900, which would be $1395. We are not asking for that.
  We have additionally offered the ability to use the forfeited deposit on any parts, service or even the rental of a unit at our dealership for the remainder of the year. We are certainly not scamming anyone out of their money.

  At the time of contract signing, another conversation was had with our F&I Manager, who also goes over the purchase contract and down payment and the fact that a unit is being purchased. There was no confusion and a contract was signed. We obtained the necessary drivers license copies, and a copy of their debit card for down payment. These items are attached, with personal information partially redacted for privacy.

  Sincerely,
  Van Boxtel RV