ComplaintsforCampMart

• Initial Complaint

  09/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We purchased a camper on April 29 2024 we were told camper would be ready in a week to week and a half. Now we are being told we will maybe get it May 22 2024. When I called them and told them to either make deliver at the promised time or I didn’t want it I was told that was not an option. Now I will be paying payments on something I don’t have they also messed up our application and put my wife as applicant and me as co-applicant even tho on the paperwork they gave us to fill we put me as applicant and my wife as co-applicant. They also said the camper came with 6 years warranty but never told us that it was an extra 7000$ roughly on our bill that we seen after reviewing the bill of sale at home the manufacturer warranty is one year and the tacked on a 5 year extended warranty without asking. We where also that there was only one in Sudbury which is true but they sold us a unit that’s in Kitchener and never sent the request to get it shipped to Sudbury till may 8 2024 because we called to find out when our camper would be ready. We were told the camper was roughly half price but after looking online at the manufacturers website I do not believe that to be true. I asked if they could help us out by taking some off the price for the inconvenience but was told flat out no and that he would try to get it in Sudbury on the 22 of may 2024 but no promises. We will be calling the financial institution to see what they think of the situation of paying for something that we do not have. When this concern was brought up they told us it was normal to not have a camper and pay a couple of payments.

  Business response

  09/05/2024

  Thank you BBB for bringing this matter to our attention. 
  
  To better assist this client, we kindly request that they reach out to us via email at ************@********.ca or give us a call at 1-888-867-2043.
  
  We anticipate the customer's communication and are committed to addressing and resolving their concerns.
  
  

   

  Customer response

  13/05/2024

  
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  30/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We signed an agreement to purchase a brand new trailer. After waiting more than 3 weeks for it to be delivered from kitchener, we are told that our trailer has issues and they are waiting on replacement parts to fix it. We say we don't want a trailer that has defects we are paying for a new, mint condition trailer. They then say it's the only one they have for us. We say we don't want it and they says they will not let us out of the agreement even though they cannot/have not provided us with what we agreed to purchase. **** *******! They said our paperwork would be ready when we pick up the trailer so we still have never even got copies of the agreement! Plus, they filed with the bank as soon as we left so they started taking out payments within a few days even though they did not have a trailer to give us. We are paying $100 per week for a trailer we dont even have! Even the financial institution agrees that we have right to refuse and they dont want it either as it's technically their property until we pay it off, and these repairs would lower the value of the asset. I have called customer care but no one will call us back.

  Business response

  06/05/2024

  Thank you BBB for bringing this to matter to our attention. 

  This matter has been resolved, if the customer still has any questions or concerns please reach out to our Customer Care department at 1-888-867-2043.

   

   

   

   

  Customer response

  06/05/2024

  
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  29/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint regarding the purchase of a trailer on November 1, 2023, from Campmart Hamilton. We were informed by the finance manager and salesperson that Jessica ten Brinke and Daniel Bennett would be listed on the loan and that it would reflect on both parties’ credit reports. However, it has come to our attention that this information was false, and the finance manager did not operate with transparency. The misrepresentation of the loan terms has caused significant distress and financial implications for us. We relied on the information provided by CampMart staff in making our decision to proceed with the purchase. The lack of transparency and honesty in this matter is unacceptable and has resulted in a breach of trust. We demand that immediate action be taken to rectify this situation. We expect the loan terms to accurately reflect what was initially communicated to us, and we request a formal apology for the inconvenience and financial harm caused by this misrepresentation. Furthermore, we urge this company to review its internal practices and ensure that all staff members adhere to ethical standards when dealing with customers. Transparency and honesty are fundamental principles in any business transaction, and it is imperative that such practices are upheld at all times. We trust that the Better Business Bureau will investigate this matter thoroughly and take appropriate action to address our concerns. We look forward to a prompt resolution to this issue.

  Business response

  01/12/2023

  Thank you BBB for bringing this to our attention.
  
  Dear Jessica,
  
  I’m sorry to hear about your frustrating experience with CampMart Hamilton. It’s definitely disheartening when the information provided during a purchase doesn’t align with the actual terms. Your demand for transparency and honesty is completely justified. 
  
  I have spoken with ******** from our CampMart Hamilton branch, and he mentioned that he has taken steps to resolve this concern. Due to the miscommunication, he has offered to cover $1400 worth of accessories and provide a $5000 discount off the MSRP for your next purchase.
  
  If you have any further questions please do not hesitate in contacting us at ************@********.ca.
  
  Thank you,
  
  ********* *******

• Initial Complaint

  06/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My husband and I bought a trailer from CampMart in March of 2021. The trailer purchased is advertised with an MSRP of over 40,000 dollars and was supposedly half price. Sold to us at 19,999. My husband was told he had to take an extended warranty at the cost of 4995.00 in order to get a lower interest rate which he was not aware they cannot do. I was also charged 1695.00 in freight for a trailer we had to drive over an hour and a half to pick up. The trailer has barely been used, in fact the toilet and bunks have never been used at all and the plastic is still on the toilet. We have tried numerous times in the last few years to contact someone with no response. The only time anyone replied was when we inquired about trading it for a truck, at which time they offered 13,000 for a trailer that sells for 46,000 and we currently owe 32,000. They then in turn told us they couldn't sell us a truck older than 2016, presumably so they didn't lose any money and wanted to add another 20,000 dollars to the existing loan and jack my monthly payments from 242.96 a month to almost 700 dollars. I would like an adjustment on the money paid for freight and warranty as I feel we were taken for a ride to get the most money possible out of us, and are now stuck with a trailer we don't want that we were clearly overcharged for.

  Business response

  08/11/2023

  Thank you BBB for bring this matter to our attention,

  Dear *************,

  I'm writing to express my sincere apologies for the difficulties you've encountered with your trailer purchase from CampMart. I want to assure you that we take your feedback seriously, and we're in the process of investigating the issues you've raised.
  Our goal is to rectify any discrepancies and ensure that you feel valued as a customer. We are looking into this matter for you and will provide you with an update once our investigation is complete. Thank you for bringing this to our attention. Your feedback is invaluable to us, and we are committed to improving our services based on your input, we can also be reached at ************@********.ca.

• Initial Complaint

  25/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing this letter to file a complaint against the above company. For the record when we purchased this trailer I specifically asked if they do on-site service calls, which CampMart stated yes. October 3rd 2022-I contacted CampMart RV via email and chatted with a gentleman named Brad. Brad was one of the sales guys during our purchase. I informed him that our wallpaper was starting to peel from our wardrobe closets in the bedroom. I also stated that the AC seemed to not work great. I provided Brad with pictures and details via email of the damage. Due to the high volume of service calls CampMart was having, I agreed to push this service call to the beginning of the next opening year. (May 2023) (At this time they were still doing on-site service calls and my warranty was still valid) May 18th, 2023 I contacted CampMart and spoke with a lady named Alicia. I explained everything I had discussed with Brad. Alicia followed through with my request but stated there not doing on site visits at this time. I explained to her that this was something already discussed with Brad and promised to me in good faith. My concerns and photos of the damage were forward to Reid, another service rep who also works at CampMart. The same information was passed onto him, and he said he would get back to me. May 24th, 2023- I still had not heard back from Reid, so I sent him an email. May 29th, 2023- Reid emailed me back stating that the company would honor my promise with Brad and repair the damages, however I needed to bring the trailer into the service location. At this time, I stated again that due to my trailer being on a permanent seasonal site I could not bring it in. I also stated again that when Brad and I discussed this they were still doing on-site service calls. Reid stated he would forward my concerns onto another associate. Candace T. who is the legal assistant at Corporate. June 5th, 2023- Candace T. me stating that they would repair the damage but due to staff shortages I would have to bring the trailer onsite. June 5th, 2023- I replied to Candace stating that I have no problem waiting again, until staff were available to repair the damages onsite. June 22nd, 2023- Two weeks passed, and I sent another email to Candace asking for her to contact me. July 12th, 2023- I contact Camp Mart and spoke with Alicia again and updated her on the situation. Explained to her that I wasn't receiving any response back from Candace, their own legal assistant at Corporate. Alisha advised that I send more email before taking this matter further. July 12th, 2023- I sent an email to Candace T. stating I would like to be contacted about this matter and if she didn't contact me, I would have no other choice than to seek legal advice. **** *** **** **** 

  Business response

  25/10/2023

  Thank you BBB for bringing this to our attention.
  
  I want to sincerely apologize for the inconvenience and frustration you have experienced throughout this process. We have thoroughly reviewed the details of your case and are fully committed to rectifying the issues with your trailer, as originally stated. However, I regret to inform you that we no longer offer on-site service to our customers at this time due to technician shortage and economical times, and as such, the necessary repairs would need to be completed at our dealership.
  
  If you are unable to bring the trailer in for service, I understand the challenges this presents, considering your site setup. In such cases, we can certainly offer suggestions for local service providers who may be able to assist you. However, please be aware that any costs incurred through these alternative services would be your responsibility.
  
  If you choose to bring the trailer into the dealership for the service to be complete, we will stand by our offer to cover these repairs under goodwill.  
  
  I genuinely regret any inconvenience this situation has caused, and I want to assure you that our aim is to resolve this matter as efficiently as possible while maintaining the quality of service you expect from CampMart RV. Your satisfaction remains our priority, and we are here to help guide you through the next steps to address the issues with your trailer.
  
  This is our final offer, in regards to this matter.
  
  If you have any further questions please do not hesitate in contacting us at ************@********.ca.

• Initial Complaint

  25/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to campmart to buy a 5th wheel trailer as my family and i were facing homelessness. I had seen an ad for a brand new trailer for 24,000. Initially i was told that yes they had this available. After speaking to the guy he tells me that i can't get an approval without a co-signer because it was "too new" and while I'm attempting to find one he says I can get this other trailer, it's still "brand new, never left the showroom" he says. So i can get this older "brand new" trailer, for double the price, without a co-signer. I'm desperate at this point as homelessness with a child with ASD is not something I'm prepared for. We get it all done, service is all super friendly, trailer gets delivered. By day 6 of having this trailer, I'm covered in over 100 bedbug bites. I'm finding them crawling everywhere. They send someone to come spray, does nothing. Buddy says it wasn't cleaned out enough, over half my stuff is in bins and bags outside the trailer. Says he has photos, as if by some miracle pictures of bags and bins and boxes of random stuff in this trailer negates the fact that they sold me a $55,000 can of bedbug. No remorse, excuse after excuse, passing the buck back and forth. Now I'm stuck paying for this POS, and they apparently get off scott free.

  Business response

  25/10/2023

  Thank you BBB for bringing this to our attention.

  Regarding the customer's concern of a bedbug infestation in their trailer, we took proactive steps to assist. In September, we arranged for a professional exterminator to treat the trailer for bedbugs. In preparation for this treatment, the customer was advised to strip the bed and remove all food and personal belongings to ensure the job could be completed effectively. However, upon the exterminator's arrival, the trailer was still filled with personal belongings, food, and bedding. Despite these challenges, the exterminator proceeded with the treatment to the best of their ability.

  Upon careful review and discussion with our management team, we must regretfully inform you that we are unable to continue addressing this concern due to the incomplete preparatory work for the treatment. We can, however, offer recommendations for reputable companies that specialize in bedbug extermination. Please note that any costs associated with these services would be the customer's responsibility.

  This is our final offer regarding this matter, and we hope that the customer can find a suitable solution through the suggested extermination services. If there are any further questions or concerns, please do not hesitate to contact us at ************@********.ca.

• Initial Complaint

  25/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Yes I bought a brand new trailer from this company last year and the shower leaked the hot water tank leaked the 12 volt pump leak the bedroom window leak the awning broke the fridge doesn't work and they refuse to fix anything of it for me now I have a trailer I paid $70,000 for that has a rotten floor in it already

  Business response

  27/09/2023

  We thank you, BBB, for bringing this matter to our attention. 
  

  We are currently in communication with this client and we kindly request that reach out to us at 

  ************@********.ca or give us a call at (519) 650-4771 to better assist the client. 
  
  
  

  
  

  Customer response

  27/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  I've already been in contact with them and have been told there not doing nothing to help me out. I even paid 5000 for extra warranty but they don't care about there costumers.
  
  Sincerely,
  
  *** ******

  Business response

  10/10/2023

  Thank you BBB,

  We have tried to reach out to this customer, but unfortunately, we haven't received a response.

  We kindly request that he now contacts us at ************@******** so that we can direct him to the appropriate department.

  Customer response

  12/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  They *** ***** **** have not tried to reach me ever I have to call and call no answer. There last response to me was we are not fixing it.They have no customer support are service.I even paid for a extended warranty which proves to be a waste of money.They never once reach out to me.
  Sincerely,
  
  *** ******

  Business response

  20/10/2023

  Dear BBB,
  
  We sincerely thank you for your support. We have presented an offer to the client, expressing our willingness to refund their non-refundable extended warranty. Regrettably, the customer has opted not to accept our proposal. This offer stands as our final one. If the customer chooses to proceed with it, the option remains open, and they can contact us at ************@********.ca.
  
  Thank you.

  Customer response

  20/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  It doesn't help me and they want me to sign off that they are no longer responsible so what is the warranty for. As I can see there are many costumer complaints on there site . So they want to offer that back to me off the purchase price but then leave it up to me to do all the repairs how is that fair
  Sincerely,
  
  *** ******

  Business response

  27/11/2023

  Dear BBB,
  
  We sincerely thank you for your support. We have presented an offer to the client, expressing our willingness to refund their non-refundable extended warranty. Regrettably, the customer has opted not to accept our proposal. This offer stands as our final one. If the customer chooses to proceed with it, the option remains open, and they can contact us at ************@********.ca.

  Customer response

  29/11/2023

  Hi ******* are you able to find out if the company is willing to give me back the money for my extended warranty personally to me instead of putting it in the account as I don't have the extra funds to be spending on a brand new trailer to fix it so if they're willing to send me the money and I will sign off on the warranty and I will do the repairs myself if you could please find that out thank you

  Business response

  04/12/2023

  Thank you BBB,
  
  We appreciate your inquiry. As communicated earlier to the client, we are prepared to refund the warranty amount directly to the lender to assist in reducing the loan balance. It's important to note that the funds cannot be disbursed directly to the client. This offer serves as our final proposal. If the customer decides to accept it, the option remains available, and they can reach out to us at ************@********.ca to proceed.
  
  Thank you.

  Customer response

  14/12/2023

  I've been trying for a couple of weeks now to get Camp Mart to send me the paperwork needed to accept their offer every day I call them everyday they said they're going to send it still haven't received it are they now backing down on this offer could you please look into this for me I've had it with this company

  Business response

  15/12/2023

  We appreciate your alert, bbb.

  Mr. ****** has been notified and is presently evaluating his proposal. Should Mr. ****** decide to proceed, he may reach out to us at ************@********.ca.

  This offer remains final, and as it stands, this is our final offer.

  Customer response

  15/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I received the paperwork from Camp Mart and I am reviewing it but for now I would like to consider this case closed
  
  Sincerely,
  
  *** ******

• Initial Complaint

  21/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Asked for a 3way fridge in my trailer and got electric only

  Business response

  25/09/2023

  Thank you BBB for bringing this to our attention.

  We have been in communication with this customer regarding the situation, unfortunately the customer chose a trailer with an electric fridge, and it is not equipped for a 3-way refrigerator. I acknowledge that this may be frustrating for the customer, especially considering their preference for remote camping. The cost to put one in will not be covered at this time and the customer has been made aware of this. If the customer has any further questions or concerns we request that they contact us at ************@********.ca 

  Customer response

  25/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: I asked for a trailer with a 3way fridge and salesman told me it would have one he I will take care of you
  
  Sincerely,
  
  ******* ******

  Business response

  26/09/2023

  We thank you, BBB, for bringing this issue to our attention.

  We've been in communication with the customer regarding the issue. Unfortunately, the customer opted for a trailer equipped with an electric fridge, which isn't compatible with a 3-way refrigerator. We understand that this situation may be frustrating for the customer, especially given their preference for remote camping. Regrettably, we are unable to cover the cost of installing a 3-way refrigerator at this time, and we have made sure the customer is aware of this decision. If the customer has any more questions or concerns, we encourage them to contact us at ************@********.ca. Please note that this explanation has been conveyed to the customer, and it represents our final resolution on this matter.

  Customer response

  27/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  25/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We got this trailer in February 2021 we weren’t given it till the end of June we were paying payments and insurance on a trailer someone else was using we kept asking for updates no one really had an answer then eventually they said we couldn’t get till the other people got there new trailer so they were still using it then they said they had to wait for the other park to open to get it finally we got it and it had issues contacted people spoke to people who no longer work at the company and we tried to cancel the purchase and we’re told we couldn’t I have called and left messages with people who say they never got the message I called today and spoke to people who weren’t really friendly and we’re told we had to bring the trailer in to see if it was covered while why should I have to bring the trailer to them when I got it with issues and it has taken forever to get a hold of anyone we were told it was in new condition when clearly it wasn’t

  Business response

  28/08/2023

  
  Thank you for BBB for bringing this to our attention.

  We're currently in communication with our Client. Our exceptional service and sales team, known for their dedication, will continue communication with the customer to address the concern and ensure their satisfaction.
  Our service team is fully devoted to resolving issues and ensuring the customer's contentment. Our aim is to find a solution that aligns with their expectations.
  
  Rest assured, we're in communication with the client and will keep you posted on developments from our service/sales team.
  
  We appreciate your trust in allowing us to handle this situation. Your support is truly valued, and we're fully dedicated to achieving a positive resolution.
  
  Best regards,

  Customer response

  28/08/2023

   
  Complaint: ********
  

  Originally I had been told to contact moe from camp mart I had called a few times left my name number email he never got back finally I called and spoke to him who so quickly passed me along to someone else he barely would listen sent me over to service and they also weren’t so friendly I explained everything to him he then asked me if I had struck the trailer with something I said no we got this trailer in 2022 had it brought to our park by camp mart and had issues with it from day one I did tell him I had tried to contact countless amounts of people and was always passed along and to people who no longer work for camp mart he said I could bring it to him and see if it covered under warranty this trailer shouldn’t have these things wrong with it no matter what this is more then a leak this goes back to even befor we had the trailer from the looks of it it was damaged before we got it and been repaired and not well we also purchased this trailer feb 2022 and we’re paying for it plus insurance and couldn’t get it till the end of June and not on time did they know why we were given countless different answers I had told them I had been speaking to Julie his response was she no longer works at camp mart I told him I had just spoken to her he acted like I was lying so after getting off the phone I contacted Julie who did in-fact still work for camp mart she sent me off to someone else who was kind and is looking into this for us and my last concern why is the service guy dealing with my issue and not the manager 

  Business response

  31/08/2023

  Thank you, BBB, for notifying us about this issue.

  The general manager has tried several times to get in touch with the customer, but unfortunately, communication has not been established.

  We kindly request the customer to reach out to the general manager at 289-639-0639 so that both parties can have a thorough conversation and work towards resolving the matter.

  We appreciate your understanding and patience.

• Initial Complaint

  23/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have over 17 visible defects to my supposed NEW RV, not to mention the defects that I am unable to see behind the walls and flooring. I paid $44,556.05 for a NEW trailer with WATER DAMAGE. Leaking water inside along the side wall near entrance and under storage bin area. Not sure what wall/floor damage are present since 2022. Screws/Nails are busted through the exterior front wall. The ‘Inspected By’ sticker at the front of the trailer is blank with no name or date of inspection. This inspection sticker is just below the screws which are busting through the exterior front wall. Artwork exterior decals bubbling. Rusty / Corroded parts on the trailer. Dents in the trailer. Mesh piping on one of the windows is not installed properly - mesh not secure. Cabinet door fell right off when we opened it upon delivery. Trailer arrived very dirty/dusty inside. Bathroom door does not close properly. Door for the fuses doesn't stay closed. Wallpaper in upper glass cabinet cut too short. Upper Bunk Bed board not properly installed in the frame. Piping is warped under overhead cabinet in bedroom. Screen door does not close securely. Bathroom shower wall is warped, shower floor is soft, front plate frame outside of shower not installed properly, scratches all over shower and bathroom sink. Bathroom fan piping is lifted/rusting. Poor furniture assembly. -Extended warranty sold as I was told they have local authorized servicemen so I won't have to haul the trailer back to Cambridge for future repairs. No authorized shop list provided to date. No customer service, no follow ups by email or phone with Sales Rep or finance guy, wrong email address given from customer service, additional staff speaking with an inappropriate tone. Paid $300 out of pocket to have trailer levelled/unlevelled. Have to pay another $150 to level when issue is resolved.

  Business response

  24/08/2023

  Thank you, BBB, for letting us know about this matter.
  
  We're actively working to help the customer and find a solution that makes them happy. Our dedicated general manager, known for great customer service, is leading the effort to fix the issue and make sure the customer is satisfied. The customer's RV is at our new facility in Kitchener, Ontario, and the customer maintains direct communication with the general manager and receives daily updates on the progress.
  
  Our main focus is on being honest and giving excellent customer service. Our general manager is working hard to solve the problem and make the customer happy.
  
  We'll keep you posted with updates from our general manager.
  
  We appreciate you trusting us to handle this. Your support means a lot, and we're committed to fixing the problem in a way that keeps our promise of honesty and great customer service.

  Customer response

  28/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Their statement "The customer's RV is at our new facility in Kitchener, Ontario, and the customer maintains direct communication with the general manager and receives daily updates on the progress" is false.  Although the Service Manager made arrangements for repairs, their last date of correspondence with me was August 22nd (day after they picked up the trailer) NOT DAILY and I have no idea if they have started the work yet.  I was not aware that the trailer was in Kitchener as I thought it was being towed back to original place of purchase - Cambridge. I have no further concerns as long as repairs are being completed.

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

  Business response

  30/08/2023

  We appreciate BBB for notifying us about this matter.
  
  We regret that the customer was not informed that her trailer was undergoing repairs at our Kitchener location, where our service crew operates from our recently launched 80,000 square foot establishment in Kitchener, Ontario. We are currently in the process of resolving all the customers concerns and urge the customer to contact us if any additional problems arise.

  Customer response

  30/08/2023

  
  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.
  
  Sincerely,
  
  **** *******

*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. ↩