Complaints

• Initial Complaint

  21/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We purchase this Rv on June 04 and the unit was delivered to our seasonal site a week later. Upon delivery on the first night we cleaned the floor and took of a new mat which covered the stained area in the floor. I contacted the rep who sold it and said we had a problem in the floor that we were aware of. Right away he said a stain. They purchase a new mat and covered it up. I called the manager ***** who was totally rude and said it’s a used trailer. We had verbal unpleasant conversation he offered 250 off. I said we paid over 50 k and we wanted it fixed. He wasn’t very cooperative and when I said I wanted to speak to owner and I was going to put a bad review. He said he see what he could do to get stain out. I receive call from a **** a couple weeks later who said they had to get a company up to do it from Saint John. Two month later no one has showed. I sent msg this morning and ask for owners name and number they will not supply. I would like help in resolving this issue please

  Business response

  03/09/2024

  Dear Better Business Bureau,
  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience our customer has experienced.
  We acknowledge that there was a stain on the floor of the RV and have attempted to take the steps to resolve this issue including a monetary and or repairs. Upon review of  the concern with our service team we agreed that the possibility of repair was an option, we immediately contacted an external company to address the stain. Unfortunately, there has been an unexpected delay in scheduling the necessary service, coupled with an internal shortcoming in providing timely updates to the customer we admit the timeline for a prompt resolution has extended beyond what we would deem acceptable.  With that said we remain committed to resolving this issue as quickly as possible.

  
  Over the past few weeks as the timeline extended and I was made aware of the persistent concern, and it should be noted, prior to this complaint being received both our Service Manager and I have made attempts to reach the customer via phone to provide information including the General Manager of the RV ********** contact info, leaving several voicemails, but have not received a response from the customer.  Please know that it is not, nor has it ever been, our practice to deliberately conceal any issues with our new and in this case pre-owned products. Our goal is to ensure that every customer is satisfied with their purchase, and we are working diligently to rectify the situation to the customer’s satisfaction.
  We appreciate the opportunity to address this concern and are hopeful that we can reach a resolution soon.
  

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

  Customer response

  03/09/2024

   I am rejecting this response because:First of all they were aware of the issue on the floor and covered it up and then they were very rude and only after I reached out to see why after weeks the problem wasn't addressed, did they take the time to contact me.  By that time, I had contacted your organization. We will accept a very reasonable amount of $1000.00 for the damage floor only, which based on a 49K trailer and that fact that they were aware of the issue is more than reasonable.  When we traded our existing trailer they automatically deducted 5 K for a damage soft spot in the floor.  We did not dispute that amount, however offering us $250 off was an insult and *****, the Manager really should take a course in dealing with his customers and not being nasty and shouting on the phone and making us feel like we did something wrong, when in fact they were 100% aware of it and it was our first night in the trailer after it was delivered.  Please tell RV World, that our request is not unreasonable and make cheque out for that amount.  Its amazing how they are all over you when you are buying but once they obtained their money they are not longer able to look after you.  I will certainly not ever buy anything or recommend them to any of my friends.  The logistics of the email certainly does not denote their behaviour when dealing with their customer .

   

  Thank you

  
  

  Business response

  19/09/2024

   

  We have reached out to the customer to discuss and left messages which they have chosen not to respond to.

  We would like to attempt to remove the stain on the floor before any further monetary conversations take place.

  Please feel free to give ***** ********* a call @ 506-******** or *** ****** @ 506-********

   

*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. ↩