Complaints

• Initial Complaint

  01/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought trailer from Rv Nation Jeff Couch's Campers, LLC. Driver that delivered trailer had accident and damaged corner of trailer, AC unit went out after 5 days. Had to replace unit, water leak damaged baseboard. Do not have name of trucking company on any paperwork, so have been attempting to call and email with numbers given. Have been attempting to contact couch s rv nation. Have not received any return calls or emails. It has been months. Very concerned about the customer service of both companies.

  Business response

  01/17/2023

  Hi *****,
  
   I did some looking into this and ****** **** has never filled out a warranty claim/issues on our website requesting any help on anything in the 4 months she has owned her camper. It's really easy to do. Just click on the "RV Warranty" link at the top of our website and follow a few steps. Once that is complete a Warranty person will contact her within 24 hours. If that is too hard to do then just pick up the phone and call our warranty department at the company number and dial extension 304 for the warranty department and they will be glad to help. ****** **** also has an Extended warranty on her camper which has a number on the contract that she could call to also try and get help in case of an emergency. With that being said I have contacted the warranty department and asked them to call her directly today. ****** is on the west coast so with the time difference they should be calling her in the early morning her time. 
  
  
   As for the third-party shipping company that took the camper to ****** ****. I called them and they claim that they have a couple of parts to fix ****** **** camper and have been in contact with her about this. They have the parts They are just trying to make time to get back out to Arizona to put the parts on. I also requested for them to contact ****** **** again to tell her this.
  
  
  Best regards,

  Customer response

  01/22/2023

  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, reasons for rejection are included below.
  
  Regards,
  
  ****** ****
  

  Business response

  02/03/2023

  To whom it may concern,
  
  
   Our warranty department reached out to ****** **** and tried to talk with her and help go over the issue she claims to have with the two A/Cs on her camper. It would seem that instead of having her A/Cs on the camper looked at and fixed (if they were even broke) ****** **** just order a different type of a/c system from amazon that doesn't even go to campers and wants someone to pay for it. Unfortunately, that is not how the factory warranty works. If a factory part goes bad a factory-authorized service person has to look at the part and see why it is not working and if truly broken they have to replace it with the same type of RV part. You can't just go out and buy a house-type A/C like ****** **** claims to have done. Our warranty department, however, did try to talk with the RV manufacturer and tried to get them to cover the house type of A/C that ****** **** ordered from amazon and the factory denied the claim. Our warranty person went over that again with ****** **** and gave ****** **** the information to the RV Factory warranty people so she could contact them directly if she wanted to. If the factory A/Cs are truly broken like ****** **** claims then ****** **** should have them looked at by a factory-authorized repair place to get them fixed before her warranty does run out. 
  
  
   As for the third-party shipping company issue. I was told by the shipping people that they contact ****** **** again and worked something out with ****** **** to get her taken care of. 
  
  
  Best regards, 
   
  
  
  

  Customer response

  02/06/2023

  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, reasons for rejection are included below.
  
  Regards,
  
  ****** ****
  

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been in sales for over 50 years, and, self employed for 35. Deceptive suppliers and even customers are to be expected. I agreed to order and purchase a ***** ***** ***** Park Model travel trailer from RV Nation based on all You-tube videos, forums and diagram pics available online. The problem began when a set of pictures was sent to my text messages on November7 from Brannon O**********. Brannon O********** with RV Nation exceeds even my expectations. He deceptively added an item to my contract that we hadn't discussed, nor is shown available or accessable in any ad, video or promotion. When I reviewed it I brought to his attention that I didn't expect, never discussed or saw a picture of a ** *** with the cheap table and chairs instead of what I was expecting and discussed...the ***** ****** one piece unit entire wall unit ,and, I was not happy with their alternative. He reordered the correct unit, but, at a higher price, and, he couldn't hold the interest rate. I was concerned about the higher total monthly payments. His first comment was that I signed the contract and has emphasized that every time I spoke with him directly until my visit to their fascility in **** on Nov21. Particularly odd was his initial comment at our meeting addressing the ** *** as the one with the free standing table and chairs. He mentioned it three times at the start of our visit. My significant other and I were surprised when he started the conversation with us addressing the fact that I signed the contract and ordered the separate table and chairs that were in the pic of my order that was delivered on November 7. When I tried to discuss the matter with him he angrily stated that I ordered the unit that way, and exclaimed most emphatically " fuck you" you're not getting your deposit back. I hadn't even asked for the $1000 back at that point ....and, after that comment I asked him why he didn't even want to discuss it. He said once more you "f*****g" ordered it that way. I told him to go to hell with his attitude and property. His disrespect for customers , and, lack of consideration is astounding. I have ignored his further text attempts to sell me the RV while he acts like nothing happened! I'm not exactly sure what further deceptive game he is pulling ,but, I have some thoughts. I would never buy or recommend him ,or, purchase that or any unit at RV Nation. It would have been nice if his attitude in person as pleasant as his text messages and emails....we then wouldn't be at this juncture. He has yet to apologize for his unprofessional and disrespectful attitude

  Customer response

  12/16/2022

  Problem:
  Continuation of previous complaint- My significant other and I were surprised when he started the conversation with us addressing the fact that I signed the contract and ordered the separate table and chairs that were in the pic of my order that was delivered on November 7. When I tried to discuss the matter with him he angrily stated that I ordered the unit that way, and exclaimed most emphatically " fuck you" you're not getting your deposit back. I hadn't even asked for the $1000 back at that point ....and, after that comment I asked him why he didn't even want to discuss it. He said once more you "f*****g" ordered it that way. I told him to go to hell with his attitude and property. His disrespect for customers , and, lack of consideration is astounding. I have ignored his further text attempts to sell me the RV while he acts like nothing happened! He calls "Restricted" to see if I answer the phone , and, then calls again to leave a voicemail. I'm not exactly sure what further deceptive game he is pulling ,but, I have some thoughts. I would never buy or recommend him ,or, purchase that or any unit at RV Nation. It would have been nice if his attitude in person as pleasant as his text messages and emails....we then wouldn't be at this juncture. He has yet to apologize for his unprofessional ,arrogant, phony and disrespectful attitude.

  Business response

  12/16/2022

  Hello *****,
  
   I received your email about ****** * ****** false and defamatory claims and I looked into this. ****** * ****** came to our website on on September 8, 2022 at 6:28pm requesting pricing on one of our campers. He was assigned to a salesperson who on September 9, 2022 at 10:11am sent ****** * ****** a link to the area on our website where ****** * ****** could build/price the Salem camper out with the options he wanted to have on it. On September 9, 2022 at 10:29am ****** * ****** did just that and it sent him back the info he picked and sent us a copy of it. (See attached email) on the attached email you can see where ****** * ****** picked the Freestanding Dinette with 68" sofa. On September 9, 2022 at 10:51am ****** * ****** did the same thing again building the Salem with those same options. (Again see attached) and again you can see the free standing Dinette on his build that he did. On September 10, 2022 ****** * ****** decided he wanted to order/purchase the Salem he built. A order/purchase agreement was sent over to ****** * ****** for him to review and sign off on (See Attached) On the Attached order/purchase agreement you can see where ****** * ****** signed it and under the equipment area you can see where it has the Freestanding Dinette with 68" sofa on it that ****** * ****** picked in his build that he had done on September 9, 2022. As you can see by all this proof ****** * ****** false claim of his salesperson deceptively adding an option to his order is an out right lie and defamatory.
  
   When ****** * ****** first camper came into our store on Friday evening November 4, 2022 our inspector checked it out to make sure all of the options were on the camper that ****** * ****** picked/signed for and they were. The salesperson sent ****** * ****** pictures of his new camper on Monday morning November 7, 2022 at 9:48am. Shortly after that time ****** * ****** started claiming that he never wanted the Freestanding Dinette with 68" sofa and that it was slipped in there somehow. His salesperson sent him over the the build/email where he did pick it and again the order/purchase agreement that he signed for. (See Attached text chain)
  
   Ultimately in a good faith effort to work with ****** * ****** and to get him what he now claims he wants we decided to just put the first camper up for sale and reorder ****** * ****** a whole new camper without the Freestanding Dinette with 68" sofa that he had picked on the first one. You can see on the attached 2nd purchase/order contract that ****** * ****** signed on 11/12/2022 that the price went down some as the camper would not have the more expensive Freestanding Dinette with 68" sofa on it. Again, you can see by this proof ****** * ****** false claim of the price going up is an out right lie and defamatory.
  
   As for ****** * ****** claim that his interest rate went up is also a lie. Like ****** * ****** was told by his salesperson on November 21, 2022 at 11:23am they were going to try to keep the rate the same but would still have to get bank approval when the 2nd camper he ordered comes in. (See attached) When talking with the bank ****** * ****** rate has NOT gone up yet. 
  
   Couchs RV Nation has gone above and beyond to try and get ****** * ****** a camper. ****** * ****** has now stuck us with two campers totaling over $105,237.00 all because he built, order and signed off on the first camper with a feature he now claims he didn't want. (Again not our fault) 
  
   ****** * ****** needs to finish purchasing the second camper he ordered. If he wants to work with a different salesperson then that is fine but expecting to get his non-refundable deposit back for something that was not even close to being our fault is not going to happen. Again we would love to sell him camper if he wants one of the two campers we have now ordered for him. Both of them are still sitting here. 
  
  Best regards,

   

• Initial Complaint

  11/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On 10-11-2022 (Tuesday) ******** *. submitted information to Jeff Couch's RV Nation to explore his options while trying to navigate life while going through a nasty divorce where his wife, (soon to be X wife) had taken all of the assets from the 20 year marriage including all the money from the sale of their house, his truck, and ran up credit cards leaving him without a place to live while taking 80% of his income and retirement, leaving him with literally nothing and not enough money to live on. He pays child support for 3 plus alimony plus all the credit cards she ran up in his name. Once the dealership ran his credit and saw that he had close to an 800 FICO score and a 16 year job, they told him they would find a solution and reassured him that they are there to "Help him", and said they are a wholesale dealership that only makes $1,000.00 per deal. After review we found that Couch employees lied and made over 30 times what they claimed on this transaction, being untruthful and unethical. Manning asked him to put $1,000.00 down payment followed with $9,000.00 for a total of 10k cash down, which was all the money he had from the sale of his home. The Couch's Website says they are a Wholesale Dealership that serves the public to save them thousands of dollars! They knew of his financial troubles but DID NOT Disclose this information to the bank. The contract paperwork was sent to ******** on 10-10-2022 via ***** Overnight, with instructions to only sign where there were post-it notes and to leave everything else blank... including explicit instructions NOT to REMOVE ANY COPIES and to send back the documents right away to avoid time issues with the bank. (see attachment Exhibit A). On 10-14-2022 (Friday) **** ** ******* ************ ******* Branch received credit app. On 10-17-2022 (Monday)7am PST 10am EST Official Cancellation sent to dealership via email, text and telephone call, informing all parties that ** is canceling the deal but they refused to cancel i

• Initial Complaint

  11/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a Travel Trailer from representative Kyle T on May 5th, 2022. Communication was great at first. I travel for work & was coming up on a contract in which I was hoping to utilize the trailer to minimize living costs which I expressed to **** many times. I was hesitant because BBB and google reviews were not the best. After I gave my $1000 down deposit I was told the trailer was being built & would be ready end of July. I reached out again on June 24th asking for a status as I was getting ready to head out of state for work. I did not get a reply until July 11th in which I was then told the end of July. July 27th rolls around in which I received a text saying their rep was giving them the run around & to try and sell me a different model which I expressed I didn’t want. I did not receive another communication until august 10th in which I was told it was officially on the schedule to be built the second week of September. By now I have already started my contract in Utah which made it even more of a hassle to have to go get as I was hoping to pick it up before I left my state of texas for work. I reached out September 6th to stay ahead of the game as I needed extra time to plan on picking it up & requesting the time to do so from work. I got an immediate reply saying the trailer would be done the 3rd week of September somewhere around the 22nd or 23rd. That time rolled around & I heard nothing but I gave them the benefit of the doubt & didn’t reach out until October 5th. I didn’t receive a reply so I reached out again a week later October 12th. Still no reply. At this time they still have $1000 of my money & I’ve spent a lot of extra money living in hotels rather than much cheaper lot rent at a mobile park. To this day I’ve yet to receive a reply. Had to call my bank, force a return&start an ongoing dispute. Their reviews are full of these types of instances. This entire situation was a nightmare & a waste of time & money. I DO NOT recommend RV Nation

  Business response

  12/05/2022

  To whom it may concern,
  
   I did some more checking into this. Again **** ***** came to our website on April 30, 2022, at 12:25 pm requesting pricing on some of our campers. **** ***** exchanged emails, texts, and phone calls with their salesperson over a few days. On May 5, 2022, **** ***** decided he wanted to order/purchase a ***** ***** ****** Camping Trailer costing over $43,185.00. **** ***** requested an order/purchase contract to be sent over to him. A 5-page order/purchase agreement contract with terms of sale and credit card authorization pages was sent to him for him to look over and sign off on using ********* *-DocuSign. You can see on the Audit trail page the email address and IP address **** ***** used to view and sign off on agreeing to this contract and terms of sale which is even date & time stamped. This contract states in multiple places that the deposit is not refundable. **** ******* credit card was not run until after **** ***** reviewed and sign off on this contract and again agreed to these terms. Nowhere on the contract does it state that he has to get it by July 25, 2022, or he gets his money back. In fact, the contract even states if a customer's order exceeds the factory's estimated time frame that refunds will not be offered, and again **** ***** signed and agreed to these terms. 
  
   As for either **** ***** claims that nobody responded to **** ***** after this fake July 25 deadline he has come up with is a lie. I pulled up in our system where **** ***** and his salesperson talked/texted all the way up into October before **** ***** stopped returning our calls. **** ***** sales person has tried contacting **** ***** and has not received a return call. The sales manager here also tried contacting **** ***** and has not received a return call. The camper **** ***** ordered has been at our store for weeks now costing our company daily interest on the floorplan. **** ***** needs to finish paying for his camper as his signed contract stated. **** ***** has not contacted us to this day to officially cancel his order. The only thing we have received is a bogus credit card dispute of **** ***** trying to break his contract.
  
   Again he needs to contact his salesperson if he wants a camper.
  
  Best regards,
  
  Couch's RV Nation
  5555 Kennel Road
  Trenton Ohio 45067
  ###-###-#### Toll-Free ext: ***
  
  Ray C****
  Couch's RV Nation
  5555 Kennel Road 
  
  Trenton Ohio 45067
  
  Inventory / Floorplan Manager
  
  ###-###-#### Toll-Free ext: ***
  ###-###-#### Local ext: *** 
  ###-###-#### Cell

  Customer response

  12/05/2022

  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, reasons for rejection are included below.
  The business did not call me or reach out for over a month and a half. They only then returned my call/text after I Left negative reviews. I reached out a few times with no contact after being told a 3rd deadline. The lack of communication while they held my 1,000 deposit is something a lot of their reviews are complained about. This has happened to several other people per google/bbb reviews. I will not be contacting them as I have moved on and purchased a trailer elsewhere. Again, they did not reach out to me after multiple times I tried to contact them until after the reviews were left. 
  

  i wouldn’t say that my complaint is unresolved but I would like them to drop it. They messed up and they know it. Them saying they called and reached out is not true as I supplied the text feed showing when communication dropped off. I also told them texting/email was preferred because I work overnight shifts so they weren’t calling me. Only until after the negative reviews. 

  Regards,
  
  ****** *****
  

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were promised installation of hitching for 5th wheel and delivery on October 8th. After the application of loan, they asked for $500 deposit when it was only 4 days left for pickup. It was a strange demand, still we paid the money as it was refundable on picking up of the rv. Within 20 minutes of payment, we were informed that they can’t touch the truck to do the hitching so we will have to get it done and they will not be able to deliver on the 8th either. We talked to the manager, and he said he can’t help. We decided not to move forward and asked our money back. They refused to pay . Different manager called the next day and said they will perform as promised but would not refund the money as it was preparation fee and hung up on us. We texted just to see if they really prepped or not, the agent informed that they need more time to prep. So, why are they not refunding the money? This place is absolutely unprofessional and fraudulent.

  Business response

  10/30/2022

  To whom  it may concern,
  
  
   I looked into this. ****** ***** came to us on September 24th, 2022 interested in purchasing a Sierra 3440BH fifth wheel. On October 4th they finally ended up deciding to purchase an Arctic Wolf fifth wheel. They put down their $500 none refundable deposit (normally a $1000 required) to lock in the camper they wanted taking it off sale so the service department could get the camper prepped and ready for them. They chose to do an ******** gooseneck adaptor hitch to tow the RV with. Come to find out later they did not have anything in their truck for the ******** to attach to. After going back and forth with the sales manager he decided to give them a normal fifth wheel hitch free of charge for their confusion. Ultimately this still was not good enough for them and they chose to buy a travel trailer instead someplace else. 
  
  We wish them best of luck. 

  Business response

  11/09/2022

  Attached is their signed terms of sale, Credit Card Authorization page and the purchase order they requested to be sent over to their bank with the lien holder information as they were planning on financing with their bank instead of using ours. 

  Customer response

  11/10/2022

  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, reasons for rejection are included below.
  
  Regards,
  
  ****** *****
  

  Customer response

  11/11/2022

  Hello!

  Couches RV Nation breached the contract soon after we paid the money. So the document they are providing, as a support of us signing to pay the amazing does not have any value because as soon as that was signed and payment was made, they breached the contract saying they will not be able to perform as promised. But would not return the money. 
  We would never sign the contract if they would make full disclosure before the contract was signed with regard to not being able to put the full installation of hitching for us to pull the camper and unable to deliver the product on time. 
  they let us know all this as soon as we paid them. 
  I have already provided supporting documents regarding this.

  we just want our $500 refunded.

   Thank you!

   

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon receiving the 2021 Riverstone Legacy 5th wheel from the dealership I contacted them regarding damage from their installation of the generator purchased with the unit. They advised to obtain a quote to have the repair work completed. A quote was obtained and emailed to ****** at their facility. ****** spoke with the owner and contacted me stating they thought the cost was excessive and requested a second opinion. I took the 5th wheel to get a second option and was told they would not work on that type of repair. I have exhaused efforts on my end trying to get this resolved. I have also filed several warranty claims through their site for issues such as a failed awning, electrical issues with usb ports in the bedroom which smoke when anything is plugged in. Failed latches in undercarrage storage, lighting issues, the shower surround delaminating from the walls, etc. To date there has not been a resolution. I have also provided them with information from their website which states they will provide repair service accross the nation. They have not provided one facility that will do the repair work. I have contacted several and not one will do the repair work. I have called and emailed ****** at the dealership several times who will not return a call or email.

  Business response

  10/18/2022

   

   The service department has been in contact with him again and are trying to help him with finding a different company that will fix the cosmetic issues at a reasonable price. The company the first quote came from was thousands more than the job should cost. As far as the other factory warranty issues any authorized Forestriver service center can do warranty work if they want. The service team is going to help try and find somebody for that as well. If for some reason he can not find a reasonable person in his area to help then he can bring the camper back to us and we will work on it here. 

  Best regards, 

   

   

• Initial Complaint

  09/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a **** ***** ***** RV from Jeff Couch's back in February 2022. While it was still on their lot in May 2022 we received a recall notice NHTSA RECALL: ****** from ****** *****. The recall is for the LP gas systems quick disconnect that may be cracked or develop a crack. This could cause excessive LP gas leak and may lead to explosion and fire which could destroy property or cause personal injury. I attempted to call and email Couch's numerous times asking them to fix this while the RV was still on their lot which made the most sense to me. They flat out refused to call or email me back. Apparently they are only interested in the sale and not property damage or someone else's life which is sad. We moved from ** to ** recently and are temporarily living in the RV so it can't be moved. This needs to be fixed very quickly as we have no hot water. I am trying to get a mobile service out to fix it but not having much luck. This is not acceptable and we deserve to have it fixed, an apology from the dealership and some type of compensation for their lack of concern. Thank you.

• Initial Complaint

  09/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We bought a new camper from the company and it arrived with stains and missing parts, corroded batteries, solar panels were wired incorrectly, and possibly other issues we are unaware of because it has no power to check. The sales man has contacted us on weekends when he was drunk when buying this camper and since it has arrived the company will not contact us back about our issues or resolve them. They are saying it is out of their hands now and it goes under warranty when the issues are not warranty issues they are issues that arrived to us this way. The warranty company wants us to deliver the camper an hour away to be looked at to see if they consider those issues a warranty or not and may or may not pay for them and reimburse us the fee of hiring someone to deliver the camper and return it.

  Business response

  10/05/2022

  One of our warranty people has been in contact with **** ****** and is working with them to get the issues taken care of. As for their salesperson he was let go in part do to this complaint so if they need any other help on the sales side of things please contact one of the sales manager and they will be glad to help out with any questions on the sales side. If there are any other warranty issue please contact Debbie their warranty person and see will be glad to help out. 

   

• Initial Complaint

  06/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have asked this business to stop contacting me multiple times, attempting to sell me an RV. Each time, they have responded in a rude manner. After the most recent text message they sent, I replied this: "Please do not contact me. I have asked multiple times. I will be contacting BBB next time I get a text from you guys. No joke." In response, they emailed me instead: "Didnt say anything about an email. Sorry you dont want to save money on a camper with us!"

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a new RV in Feb 21 and picked up. During pickup we were not allowed to climb the ladder to look at the top, it was a safety issue, but during the inspection we noted some things and talked to the dealership about letting them know if we found anything. Upon arrival at the park, we climbed the ladder and saw what looked like dirt streaks on the end cap. A picture was taken and sent to the dealership when we sent all other items for repair and warranty coverage. The **** was turned over to a dealership in ******** in Jul 21 to have everything fixed, most of which has been resolved. The streaks, found to be cracks on the end cap, however, has not been fixed and they say that the RV mush have hit something to form these. We towed it straight from the dealership to an RV park in ******** (pull through slot) then in June, back to ******** where it went for work. There was never an opportunity for it to be damaged by us. Overall we have been pleased with Couch’s but they want us to pay the cracking of the end cap for over 6000$ repair? The rv has been at the repair shop for almost a year, trying to get the warranty work, and they have run out the warranty while at the dealership.

*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. ↩