ComplaintsforRV Country

• Initial Complaint

  11/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchase a 2023 ************ 21G. Upon pre-acceptance inspection we found and annotated on the purchase agreement that a part needed to secure the patio railing was missing. Unknown to us, the dealer closed the rear door to the trailer without finding an alternate way to secure the patio railing properly and it caused damaged to the interior glass door. We had to remove the patio railing completely form the trailer once we got the trailer home and discovered the damage. It has been sitting in our garage so that no further damage would be caused to the interior glass door.We have called RV Country numerous times each month since July 2023. We contact the parts department and are told to leave a message, which we do but are never called back. At one point I told the person answering the phone that I did not want to leave a message as all the previous messages resulted in no action. I was assured by the gentleman that he would have someone contact me by the end of the day. No one called back. The following day I contacted them again and was told they knew nothing about the problem, they would check it out and they would call back. They never called back. I called several times dialing repeatedly until the phone was answered. The individual told me they were aware of the problem but had no clue what they were doing about it. We called back a few days later and asked to speak to the manager. We got his voicemail and left a message. We have not heard from them since. It has now been over three- and one-half months of them ignoring our concerns. We would like for them to refund the entire purchase price we paid for the ************ 21G and we would deliver it to them as is.

  Business response

  11/28/2023

  Dear BBB,

  Our area Parts & Service Director, ***********************, reach out to ***************** and brought them up on pending items. ***** shared our ******* service team is resolving the concerns reported in the Better Business Bureau complaint. We should be complete by Friday December 1st, 2023 with the items of concern.  We did verify the missed called on our former sales manager's phone. Our receptionist continued to send calls to his extension without verifying the new manager's extension. We failed to make sure messages were going to the right individual and this is entirely one RV Country.  We've put in measures for staff to follow once a person leaves the company. Unfortunately, they were not followed. We will continue to work with ***************** to facilitate their manufacturer's warranty.

  Regards,

  ********************

  Managing Partner

   

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/30/22, we purchased a new 2022 ************ travel trailer, an Imagine 22RBE VIN ***************** from RV Country, ****************, **. Brakes did not work on trailer. We were told that they would start working after using them. Not true. It took three trips to RV Country to finally get the brakes fixed. They blamed it on the trailer being flatbedded to ********** from ************ with emergency brake-away activated. Weve had many RVs in our past 60+ years. Brakes OK but not great. It was also a new experience for us to be required to call ************ ourselves. We always thought that the Dealer took care of that!On 10/29/22 we left on a ***** mile trip that was almost all highway driving with little brake usage. On 5/20/223 about 75 miles from home, the brakes on right front tandem locked up. We were able to back up which unlocked the brakes which enabled us to continue on home, with intermittent sounds from area of brakes.On 5/25/23 (trailer still in warranty) we called RV Country to make an appointment to finish up some minor warranty items they couldnt previously complete due to parts availability. They advised us that they couldnt get us in until July 3rd, THREE DAYS after warranty expiration. Coincidence? Maybe. This became the main issue. On this date, they discovered how extensive the damage was to the brakes and hub on the wheel and also on the tire that had a flat spot worn down to the cord. To be able to use the trailer for a small trip we had planned, we had no other alternative but to have them do the repairs. It was also necessary for us to purchase a new tire.It has been a nightmare situation since then with many calls and emails to ************ and RV Country, who have, to this date, declined any payments due to their steadfast position of the trailer being out of warranty, which occurred due to no fault of ours. Our case number is #********.

  Business response

  11/04/2023

  Dear BBB,

  I asked our Service Manager to pull the communication files to validate what exactly happened. The following was written by ************************

  7/3/23 ******************** dropped off his unit, we had asked him if he had been in contact to let them know that he had scheduled before his warranty was up. He said he had not. We told him we will submit to ************ and let them know that he had scheduled an appointment. 
  7/10/23 ***** called and left a voicemail that unit was being pulled into the shop. 
  7/17/23 While pulling the unit with the forklift a tech heard a grind noise coming from the tires and brought it to my attention. I told him to **** it up and pull the tire. We found that the brakes were gone and it was metal to metal. We took pictures and sent them to the customer asking if he wanted this taken care of, he responded that he wanted to pick it up on the 18th for a trip and he would take care of it after that. ***** let him know that it was very dangerous to drive that way. He then said to go ahead and take care of it based on the quote we had sent him. We told him we could get it taken care of before he picked up the following day. ***** told him she would submit it to ************ and if they approved it she could refund it to him or they could call ************ and look at being reimburse for the payment.
  7/18/23 ***** called him and let him know it was done. He picked up on 7/19/23.  Note-the unit wasn't brought in for the brake issue. We discovered the issue and contacted the customer.
  
  Warranty was submitted and denied, due to user error, lack of maintenance, and user damage. RVC didn't deny the warranty claim. Our role is to facilitate the customer's warranty.  ************ said claim was denied claim.
  
  On 10/23/23 He dropped off the unit to have his spare tire replaced under his multiseal contract. He said he had a bald spot on the tire and had to put his spare on it. He did not tell us were this was addressed at. 
  10/27/23 ***** got with ****** and it was determined that his tires would not covered because of the contract he has. ***** relayed this information to ******************** and he was upset because he feels like nothing is covered so he wanted us to not work on it and he would be coming to get the unit. He picked up on 10/27/23.  MultiSeal is a product to keep tires from going flat. It has nothing to do with replacing a tire due to bald spot. 

  We understand ***************** is not happy with the way things turned out.  We have to represent the customer in facilitating their manufacturers warranty as well as after market policies.  We cannot and did not misrepresent the facts to ************ or the ******************  We will stand ready willing and able to facilitate ********************* warranties. 

  Regards,

  ********************

  Managing Partner

  RV Country 

  Customer response

  11/07/2023

   I am rejecting this response because:
  
  Complaint ID # ********
  Attn: *****************************
  Thank you for addressing my problem with RV Country, ****************, **. Unfortunately,
  I found their response to be missing some key items and several others to be untrue.
  Therefore, I will list these problems:
  We purchased a new 2022 ************ travel trailer on 6/30/22 from RV Country, Mt. ******,
  **. We had brake problems from the day of purchase. NO BRAKES. We were told that with
  use, they would start working. Not true. After two more returns to dealer, they were finally
  fixed. We had some other minor problems to be repaired.
  On 10/29/22 we left on a ***** mile trip. On 5/20/23, while about 75 miles from home, the
  right front brakes locked up. We were able to continue on home, but with intermittent sounds
  coming from area of brakes. This was on a Sunday, unable to get to a repair place, and
  unwilling to leave our ** parked alongside the freeway.
  During the week of May *****, we contacted RV Country, talked to ***** about our problems
  and needing to bring it in for repairs. This was well before our end of warranty period which
  was 6/30/23. She advised us that the first available time was 7/3/23, after our warranty
  expired. She said that ************ would honor our warranty, if WE called and that she was
  unable to schedule us any sooner. In our 60+ years of owning all types of **s, we always
  expected the dealer to make these calls.
  On 7/17/23, ***** advised us that they had found major damage to the brakes. We had
  advised the service department when we dropped the ** off that we suspected a serious
  problem. As we wanted to use the trailer for a scheduled trip, and the brakes were
  disassembled, we told them to go ahead and fix it and we would pay for the repair-until Grand
  Design would hopefully honor our attempt to have it fixed within the warranty period. Weve
  been denied reimbursement several times.
  Knowing this timeline, how can ************ even suggest that the cause was due to user
  error, lack of maintenance and user damage as stated.
  This reference to replacement of a tire was even more bizarre. They knew the tire had been
  severely damaged (worn to the cord) when the brakes locked up. Why they put multi-seal in an
  obviously destroyed tire is beyond us!
  Needless to say, we are not happy with RV Country or ************ although the brakes have
  been fixed and minor repairs completed-all considered to be out of warranty and out-ofpocket.
  

  
  

  
  

  Business response

  11/14/2023

  Dear BBB,

  We reached out on behalf of ***************** and asked ************ to reconsider reimbursement for the repairs.  They agreed to pay the claim under good will. They still hold to the conviction of brake damage is a result of lack of customer maintenance.  We can all agree on one thing and that is we all can justify our own position. I can certainly understand ********************** position. I'm sure I would feel the same if I was in his shoes. I'm not sure what brake maintenance would be involved.

  ********************

  Managing Partner

  RV Country

  Customer response

  11/14/2023

   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.

• Initial Complaint

  09/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My name is ***********************, I am considered a "disabled" person. I visited the RV Country traveling show sale in ******, ****** on May 30,2023. I approached salesman ****** to show me the **'s. One caught my eye! After barely getting a chance to check the ** out, without a test drive! ****** the first salesman asked me for my drivers license to make a copy, I obliged! ****** excused himself, then returned with salesman named ****, no drivers license! He introduced us and left! After awhile I asked **** for my drivers license, to leave! He said OK, and went to get it! He returned with another salesman named ****, still no drivers license! He introduced us and left! Salesman Rich was relentless! He kept sweetening the deal! After enormous sales pressure from all three RV Country salesman, I told Rich *** I was not interested! Again asked for my drivers license! He clarified the deal was only good that day! I told him I wanted to sleep on it! But, he continued to pressure me into making a deal right then! He would not give me my drivers license back! Regretfully, I agreed to purchase this **. Upon taking delivery a few days later, still no test drive! I was told the ** steering wheel was out of alignment, causing a driving safety hazard and the dashboard AC did not work, to schedule a follow-up service appointment at the local RV Country Sparks dealership for repairs. I was left helpless by the RV Country traveling team in possession of a ** that was sold as "new" condition at purchase, but was actually in unusable "used" condition when I reluctantly took delivery on June 3rd when the RV Country traveling team left town! With the unethical sales tactics deployed by RV Country's traveling team staff, sales manager ****, salesman ****** and Marks preying on me and my disability, selling me a used **, disguised as a new **. Due to the unethical behaviors of RV Country staff, the deceit, in stealing my drivers license and selling me a "lemon"! I am requesting a full refund!

  Business response

  09/22/2023

  Dear BBB,

  We regret to hear of Mr ************;dissatisfaction with RV Country staff and his purchase. Our Director attempted to reach out to ************** with no success.  We are more than willing to listen to what he has to say about the purchase. We moved ahead and did an extensive research of the purchasing process and spoke to the individuals who assisted ************* in his purchase.  

  Our sales team works in pairs of individuals. This is one reason ************** spoke to more than one salesmen.  ************* is correct in the fact we requested his driver's license during his purchase.  We are required by the *** to conduct compliance verification.  Securing an individual's driver's license is one way we can validate who the person is say they are.  Once ************* agreed to purchase and finished the paperwork, we returned his driver's license. We have no need to keep an individual's driver's license.

  ************* did complete the paperwork to assume ownership. Under ****** law, ************* is now the owner of the ***  Our responsibility now is to facilitate ***************** manufacturer's warranty. We stand ready, willing, and able to assist ************* in how to use the *** We're happy to provide another ordination how to operate the coach. We'll even conduct another detail of the ** to satisfy **************

  Please encourage ************* to work with our staff in Sparks.  They are very capable and willing.

  ********************

  Managing Partner

  RV Country
  

  Customer response

  11/28/2023

   I am rejecting this response because:
  
  First off, please don't believe RV Country's spin! Obviously, it wouldn't of been necessary for us to file a BBB claim, if someone from RV Country would of reached out or helped us with our legitimate customer care concerns. The only person that reached out to us was ***************************, the traveling team, Service Manager, who told us after the fact, that the dash ** didn't work. But, he is not in the position to help with our concerns. As of today November 28th, 2023 we still don't have the new 2023, Integra Vision ** we purchased for $145K on May 30th, 2023 and we still haven't been contacted by a representative from ** ******************** team to give us an equitable solution. We have tried to contact RV Country's management team many times to resolve this conflict, but continue to get ignored.
  
  The FTC excuse is also false! The FTC's, compliance verification is to protect consumers against companies just like RV Country and their deceitful, deceptive and fraudulent sales and business practices, not to be misused or abused!
  
  Apparently, RV Country takes full advantage of the FTC's compliance law using it liberally in their favor by securing their unsuspecting potential customers drivers license prematurely, using it to control the customer from leaving their premises by not returning it to the customer promptly, and eventually holding them hostage, luring and leveraging them until the potential customer is coerced to give in and agree to their deceitful, high pressure sales tactics and deceptive purchase agreement terms, reluctantly forcing us to purchase a "lemon" **, that was presented to us and disguised as a brand new 2023 Integra Vision **.
  
  After all my wife and I weren't applying for a loan, we weren't going for a test drive! We were just looking, when the first salesman asked me for my drivers license prior to my wife and I showing any specific vehicle interest, no test drives had occurred or a purchase decision had been made. At that point RV Country had no reason to ask me for my drivers license and not return it, except to control my wife and I pressuring us into a sale!
  
  In RV Country's Managing Partner, ********************'s own words, he admits... "Once ************** agreed to purchase and finished the paperwork, we returned his drivers license. We have no need to keep an individuals drivers license." That's statement is also false! 
  
  To late, the damage was done "We" meaning the two salesman that we were processed thru, ****** and ****, the Sales Manager ******************* and the Finance Manager *************************. *************************** is correct! It wasn't until ************** agreed to purchase and finished the paperwork, "we" meaning the Finance Manager *************************, whom finally returned my drivers license to me after 3 to 4 hours of holding it hostage, and against my will!
  
  The RV Country sales team personnel didn't return it the four or five times I asked for it prior, forcing us to sign into a purchase agreement we didn't want and against our better judgment, and our pleas and desire to go home and sleep on it fell on deaf ears. Also, by conveniently rejecting our request for a test drive, where we would of discovered that the ** had obvious issues and exposing it as a "lemon" without us having to purchase it first. 
  
  Not returning the customers drivers license until after the deal is complete appears to be the standard business practice for RV Country according to ****************. I have since been told "I should of called the police on them! 
  
  Note: Date of purchase was May 30th 2023 and to this day November 28th, 2023 we still have not been able to use it safely and the obvious issues still have not been repaired. 
  
  Our scenario, 
  
  After being processed thru by two separate overzealous salesman, we were then turned over to the head salesman, RV Country's traveling team Sales Manager *******************, whom coincidentally come to find out later has a BA in Psychology from ***********************. He wouldn't take no for an a answer! He was relentless! He definitely used his psychological advantage on us! The sales pressures increased with each new salesman! After they hijacked my drivers license, we couldn't leave without it, or without making a scene. Once we showed some interest in the floor plan of the **, they even put a sign on the door not allowing other customers in due to a sale being in progress. We felt kidnapped in the **! I didn't get my drivers license back until later that evening, after we reluctantly signed the purchase agreement many hours later from the Finance Manager *************************. Interestingly, the second salesman **** advised us that we couldn't take the ** for a test drive, due to the ** being blocked in by other **'s in the jammed mall parking lot, where we would of discovered the two major issues that were wrong with this ** and were not disclosed to us until after we took delivery three days later. The dash ** and steering wheel alignment death wobble! We only learned of it by accident when their own Service Manager *************************** disclosed it to us after the official walk thru, with still no test drive as witness to being the last item on the customer delivery form. If we would of known the ** didn't and still doesn't work we wouldn't of purchased this **. Knowingly, living in ****** the ** would of been the first item on the list! Not the last!
  
  This is our fifth **, my wife and I are very familiar with the workings and details of a properly functioning **. We purchased this new 2023 Integra, Vision ** on May 30th, 2023, and still as of today it is still inoperable, it was sold to us under fraudulent circumstances, it was disguised as a new **, when it should of been sold as a "MECHANICS SPECIAL", a used ** as witnessed to the four page list of repairs needed, the safety hazards, steering wheel death wobble, emergency exit, no dash ** and all of the manufacturing flaws, not to mention previous damages that have accumulated by the RV Country traveling team neglect, that occurred during travel and ** parking lot storage.
  
  At this point, and for some reason? RV Country appears to be intentionally delaying repairs, as witness to my list of repairs that I reviewed with the *************************** directly. According to the ****************** many of the repairs that I submitted to the RV Country in the ************************* on June 7, ************************************************************************** a replacement claim decision.
  
  I have made many attempts to contact the RV Country management team to resolve this dispute without resolution. RV Country's lack of customer care, their canned solutions and lack of empathy for their customers legitimate concerns appears to be normal for them. It's just the price RV Country has to pay to make money and doing business, preying on the unsuspecting public without remorse.
  
  Public, be forewarned! RV Country's sales management team uses deceitful, deceptive and fraudulent sales tactics burdening customers with multiple undisclosed major repairs after the fact, only disclosing them during their own strategically controlled RV Country's closing paperwork process, therefore, washing their hands from all of their ** sales, Moving unwanted units "lemons" on to customers, so they don't have to absorb the cost of their bad unit purchase, causing hardships to their unsuspecting customers, leaving them holding the bag! High and dry! Suffering the consequences, without any recourse.
  
  Please let me know if you have any questions. I hope this explanation helps you to reopen my claim. 
  
  Thanks for your understanding!
  
  Sincerely,
  
  **************************
  
  

  Business response

  12/05/2023

  Dear BBB,

  RV Country prioritizes strict adherence to OFAC and FTC compliance standards, ensuring a secure and legitimate transaction process for individuals seeking RV ownership. We uphold transparency and integrity in all our dealings and did not misrepresent the product during your RV purchase. Our team facilitated your request in line with necessary compliance protocols.
  
  Since our initial conversation in October, our leadership team has been in direct correspondence with you. We've carefully reviewed various options, all of which, unfortunately, did not meet your satisfaction.
  
  We recognize and acknowledge your concerns and remain dedicated to resolving this matter. We are fully prepared and committed to facilitating your manufacturer's warranty, ensuring that all outstanding issues are promptly and efficiently addressed.
  
  Your ongoing communication and patience are greatly appreciated as we work towards resolving this situation.

  Regards,

  ********************

  Managing Partner

  RV Country

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an extended warranty in January with my RV purchase. On April 10th I decided to cancel the extended warranty and notified RV Country in writing using the form they provided via email. I waited the 6 to 8 weeks suggested by the warranty clerk, ********** *****. (*************************5*********** *** ***) I have made multiply calls to RV Country on 4/28, 5/2, 7/5 and 7/21 leaving messages for warranty clerk and supervisor but no response. I did call the warranty company directly and was told the policy was cancelled in June and back dated April 10th. To date I have not received a return call or any money from RV Country. I have been more than patient and feel like they are not going to refund my money. Please help.

  Business response

  08/18/2023

  Our admin staff in Fresno processed the cancelation based on AGWS cancelation procedures.  The refund was processed and a check was sent out on July 25th to the address provided on the cancellation form by ****.  Unfortunately, she is no longer in Florida. Her granddaughter is forwarding her mail. She has been advised to call AGWS for further explanation of cancellation process and amount of refund given.  Our staff has been respectful and accommodating. However, ****'s behavior toward **** is not acceptable. She yelled at her over the phone calling her a liar. As an owner, I will NOT allow a customer to treat one of my employees with such disrespect. We followed the process guidelines given by AWGS. Due to ****'s behavior, I have instructed our staff not to engage with her. She will get her check when she gets it. We've done our part and the check is in the mail as of July 25th. 

  Regards,

  C****** *****

  Managing Partner

  RV Country

  
  

  Business response

  08/25/2023

  Dear BBB,

  Our CFO verified the payment made and mailed out. RV Country is not responsible for mail being lost or if mail is forwarded by another entity. We conducted our cancelation process within the guidelines of the extended warranty company. I would suggest stop payment on the check if Mrs ***** doesn't receive it by the 31st of August. I would ask Mrs ***** not to interact with **** going forward. All communication should go through our office manager, L*** *******

  Respectfully,

  C****** *****

  Managing Partner

  RV Country

  Customer response

  08/25/2023

  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.

• Initial Complaint

  05/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Complaint in short is financing not approved & still would not return deposit of $5,000.00. Attached Timeline of communication with RV Country, A correction might be the address of the RV Country office I seemed to work with was **** RV Country Office. All phone numbers I worked with ia on attached document.

  Business response

  05/15/2023

  Dear BBB,

  After researching the deal details, we found Mr ****** made the commitment to purchase an RV from our show team. We prepped the unit at our expense, but Mr ****** never did show up for the scheduled delivery.  We do not have a contract signed by Mr ******, only his work, which in this case is worthless.  We performed what we committed to do, but the customer feels he has a choice. Maybe so at ******* where one can return items even after using the product.  Since RVC does not have a signed agreement, we'll refund his particle payment.

  ******* *****

  Vice President 

  RV Country

  Customer response

  05/17/2023

  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.

  Same as attached: 02/18/23: 02:39 PM: (email from *****) I sent you a text today we need more income you get commission right? We need to show that to the bank. Sent from my iPhone
  At this point is when I decided not to proceed with the purchase. I knew at this point financing was too stressful and just would not work because I was maxed out. I was convinced by a Mesa RV company to proceed with BBB because it was just not right what RV Country was doing. I will consider RV Country when a better time comes. I thank you in advance for the deposit return. Thx, Jerry

   

• Initial Complaint

  02/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I took my Grand Design Momentum 21G back to RV Country on Jun 7, 2022 after our first trip. We experienced multiple problems that I thought to be manufacture defects and expected a quick and simple repair process. We agreed that I would pick the trailer up on June 28, 2022 and if there were any parts that couldn't be delivered before then that I would return the trailer for those repairs to be made. I picked the trailer up on June 28th and no work had been performed on the trailer and I was informed that Grand Design would not cover 2 of the issue that I had with the trailer. One issue was that the slide out was leaking on the floor and they offered I could pay to have a topper installed to help with the issue which I agreed to pay for. When I picked up the trailer I said that I thought the topper was too small but they insured me that once the slide out was out that it would cover it. Once the trailer was home I discovered it was indeed too narrow to cover the slide out. I returned the trailer to have the proper sized topper installed and they called me to pick it up to discover they still hadn't replaced the topper with the proper sized topper. I was forced to show them once again it was still wrong before they corrected the issue. I continued to return the trailer to RV County for them to complete the initial warranty issues along with new issues that were discovered to which they had the trailer in their possession for about 3-4 months and I contacted Grand Design with the issues and was told they would cover the issues. Today on 2/20/2023 I went to their location (after multiple phone calls and emails went unanswered) to find that they had not even ordered the correct parts needed for the initial warranty claim on 6/7/2022. Furthermore I was informed but the service manager that he did not even know that they had my trailer for the last 6 weeks even though he told me in October he would ensure my claim would be resolved once I returned the trailer

  Business response

  02/25/2023

  Dear BBB,

  Mr.***** dropped his RV off on Jan 12th.  We were able to work the coach in on the 13th to trouble shoot. Our advisor handling the work order didn't forward warranty repair request in a timely manner delaying work productivity. We acknowledge our failure and apologized to Mr. *****.  We should him the utmost respect. However, his behavior didn't reciprocate respect to our staff. His use of foul language was offensive and uncalled for. We've escalated the work so we can address the warranty issue on behalf of Mr *****.

  
  

  Regards,

  
  

  ******* *****

  Managing Partner

  RV Country

  Customer response

  02/27/2023

   I am rejecting this response because:  I am not sure who ******* ***** is as he was not at the ******* location when I was there.  I have never spoken with him and he has never attempted to contact me directly.  I find his claim that I was using offensive language to be false, misleading and a weak attempt to discredit my complaint of the 8 months of no response to my warranty claim from RV Country.  Mr. ***** is claiming that he has escalated my warranty claim yet I have heard nothing and there is no evidence presented showing what they have done.  I have requested a written document showing what they have completed for repairs on my trailer along with what I have requested be repaired and to this day this request has gone unanswered.  I have also made the request directly to Grand Design to see what they have paid RV Country for and still no response.

  
  

  I believe that RV Country has known about these issues with warranty claims/service requests and perhaps is encouraging this behavior from their staff as a way to make money.  It was reported to me that the individual that they are admitting dropped the ball on my warranty claim actually was promoted to service manger of the Sequim location.  Even though he has multiple BBB claims/Google Reviews with his name mentioned in a negative manner for situations similar to my experience.

  
  

  Furthermore Mr. ***** has only provided a response to the time the trailer was on their service lot from 1/12/2023 to 2/20/2023 even though RV Country knows that the initial warranty claim was made in June 2022 and those repairs are still not complete.  It has come to my attention that the service advisor that they employ did not even file some of the warranty claims I made and my only saving grace is that I have emails going back to July where I was following up with this individual making sure he filed the warranty work for repair.

  
  

  Currently RV Country ******* has a new service advisor and shop foreman who have stepped in to get me the parts needed for me to make the repairs necessary.  This has been much appreciated by me and my family but it still leaves us with having to either find another shop to make the repairs or for us to make the repairs ourselves.  Due to the extreme length of time our trailer spent in their custody for repair and nothing being accomplished I do not feel it would be a wise decision to leave the trailer on their property any longer considering the release we sign when dropping the trailer off and their admission that they did not know they had my trailer for 6 weeks in January and February.
  
  
  

  Business response

  03/01/2023

  Dear BBB, 

  I have a correction to my previous response. Mr ***** did not use foul language when visiting our ******* location. I was dealing with another customer from ******, who had a similar name and spelling. Please accept my apologies for the misinformation.  Our staff has been in contact with Mr ***** since his last reply. We are scheduling time to go to his residences and make the needed repairs. We've inconvenience our customer enough where we need to go the extra mile to recover our mishap. 

  
  

  Regards,

  
  

  ******* *****

  Managing Partner

  RV Country

  Customer response

  03/01/2023

  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.

  RV Country has stated that they will complete the repairs at my residence and have stated that they will return the remaining money that they did not return when I cancelled the extended warranty along with additional credits.  So long as RV Country completes what they have stated they will do I will consider the matter resolved even though I am still very unhappy with the way the last 8 months went.

  
  

  I do recognize that errors can be made and I will accept Mr. ****** apology and his admittance that I did not mistreat his staff or use offensive language.

  
  

  My experience with purchasing this trailer and getting the warranty work completed has left such a bad taste in my mouth that I would advise anyone not to purchase a new RV.  I feel that my experience is not uncommon and this treatment is not limited to customers of RV Country but is perhaps the culture of the entire industry from manufactures to the dealers.  I believe that if I did not quickly recognize that the service order was going wrong and began to document everything in writing and continue to escalate this matter I would have never gotten my warranty work completed.  Even with my persistence I am still sitting more than 8 months since my claim without my trailer repaired but I finally have a glimmer of hope that the work may be performed tomorrow.

  
  

  I hope that RV Country finally comes to realize that spending money to resolve issues such as mine is a waste and that the money would be better spent keeping their customers happy and RV's in the outdoors and not on their lots awaiting repairs. 

• Initial Complaint

  02/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  AT RV SHOW IN QUARTZSIDE AZ FILLED OUT APPLICATION FOR GRAND DESIGN MOMENTUM TOY HAULER. - NO BUSINESS CARD / FLYER /SPEC SHEET / COPY OF APPLICATION AVAILABLE @ SHOW - NO REPRESENTATIVE INFO. AVAILABLE EXCEPT FOR CELL PHONE - NO FOLLOW UP FROM ANYONE REPRESENTING COMPANY / SALES /FINANCE - RAN CREDIT MULTIPLE TIMES - WHEN ONLY APPROVED FOR ONE CREDIT RUN - COMPANY REPRESENTATION NON-EXISTANT - NEVER HEARD BACK FROM ANYONE REPRESENTING RV COUNTRY GOOD/BAD OR INDIFFERENT - WHEN CONTACTING RV COUNTRY CORPORATE FOR FOLLOW UP WITH FINANCE GOT RUN AROUND AS TO WHO? WHERE THEY WERE LOCATED ETC... NO STRAIGHT ANSWERS UNABLE TO ASSIST - AFTER CALLING MULTIPLE TIMES TRYING TO REACH COMPANY/REP GOT AHOLD OF "SALES REP" WHO SAID " SORRY YOU WERE NOT APPROVED" AFTER 4 WEEKS. - RECEIVED NOTICES FROM MULTIPLE BANKS THAT CREDIT WAS RUN WITHOUT APPROVAL - CONTACTED REP "DON" WHO STATED HE WOULD CONTACT FINANCE AND CLEAN UP THIS MESS AND CALL ME WITHIN 24 HOURS. - NEVER HEARD BACK FROM ANYONE REPRESENTING COMPANY NOR WAS I EVER ABLE TO REACH ANYONE WITH AUTHORITY OR ABILITY TO SPEAK OF CURRENT OUTCOME AND ISSUES WITH COMPLAINT - BAD BUSINESS PRACTICES - UNETHICAL BUSINESS PRACTICES - BAD CUSTOMER SERVICE - REPS NOT TRAINED - NO SOP

  Business response

  02/16/2023

  Dear BBB,

  Mr and Mrs ******* engaged our sales staff and pursued purchasing a Momentum toy hauler fifth wheel during our Quartzite show in **.  Mr and Mrs ******* agreed to purchase price and gave personal information for RV Country to act on their behalf in an effort to secure financing.  Our Finance Manager submitted the loan to a couple of lenders but was not able to secure an approval for Mr and Mrs *******.  RV Country is not responsible if a customer is turned down for credit reasons.  Our staff did everything possible under the terms and conditions of the leader's programs.  It appears there was a delay in communicating this to the both of them and we sincerely apologize for this.  We do have a Specialty Finance Manager who works with customers to rescore their credit profile so the lenders will buy the deal.  We're more than happy to work with the *******'s if they are willing to go through the process. 

  
  

  Regards,

  
  

  ******* *****

  Managing Partner

  RV Country

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WO# *****, On April 21, 2022 I took the Trailer to RV Country to begin the process of repairing the unit, Damage was caused to the roof front Awning and inside floor from a tree contact. I took my trailer to this repair shop because they are an advertised dealer for the manufacture of my unit and was expecting quality work with original parts replaced. By May 5th 2022 the warranty work had begun and by May 16th my insurance company and RV country had agreed on the major work to proceed. After many months of mis information and bad commutation from RV country I was told my unit was ready for a temp trip and when I arrived the Awning was hanging off and the repair work on the floor was horribly done. I could not take the unit and ask for the floor repair to be re-done. More months passed with rude emails from a new advisor as the other person I was dealing with was let go along with others in the service department. She was demanding payment before all the work was completed which I declined and she wanted me to pick up the unit until the floor could be repaired and proceed to threaten storage fees. I said no when all work is completed, I will pick up the unit and pay the balance owed. By October 28th I had arranged to collect the fully repaired unit and had asked multiple times that the unit be washed and cleaned. When I showed up it was dirty, never cleaned nothing and I had an unpleasant confrontation with this service rep in their lobby, where she was unprofessional and would not do a proper walk through of the work completed, they just wanted me out of there period. I paid the balance and left with my unit. I found out when I took my unit home that the inside control panel was smashed and the Awning was replaced with a cheaper version than the original, different material, construction and color was not the same. I took my trailer back to RV Country to show them the Awning mess up and the service rep scanned the other barcode awning realizing it was not the same and said she look into it. I said I would follow up in one week as I was leaving on a family trip with the unit and discovered that the storage compartment had a missing 50Amp Electrical cord and water hose taken while in RV Country possession when I got to my camp site. I had to purchase new cords and hoses and when I returned one week later, I followed up with RV Country only to be told that they did not have time to look into the smashed control panel repair and the Awning is what I got as it was the only thing available at the time even though my unit was there 6+months and is a 2022 unit, they never communicated with me once on that it was the only one available, I would have never approved it. Also, they said regarding the missing 50 Amp cord and water hoses that personal property is not their responsibility even though I had the doors locked and they wouldn't take my unit keys because they have master keys and it was in their possession over 6 months. RV Country Service Department is the worst experience in my life dealing with any dealership, they should be closed down for bad business dealing ASAP.

  Business response

  12/17/2022

  Dear BBB,

  Mr. ******* originally came to our facility in April for insurance work through *******, a previous employee. Mr. ******* had taken the unit off the lot for a time period and had brought the RV back for the rest of the repairs. He chose to leave it here for three months following a scheduled repair from a **** ****** company CCI because he was unhappy with slight discoloring in the **** repair from the said ****** company. Once the repairs were corrected, the customer walked and inspected his unit, approving all repairs, signed off on them, and took his RV. During the pick-up, he mentioned a crack in the switch panel. We have seen switch panels crack before due to being made out of plastic. The panel board is not smashed, as Mr. ******* stated in his complaint. The cracked panel would be a warranty issue between Grand Design and him. He did not purchase from RV Country, thus limiting RV Country's "good will" for matters outside Mr. ********* warranty period. It was precisely 31 days that he then sent our advisor a text stating that his hoses and 50 amp cord were missing,  and he wanted the manufacturer's original awning instead of what was available at time of repair. The advisor had brought Mr. ********* request to our service manager, who declined all requests because of the time frame the customer had their unit, and the manufacturer's awning was not available at the time of repair. As for the missing items, it's odd that the electric cord and hoses would be missing. Our property is secured with an electric fence preventing thieves from entering the property. Our techs use company ***** cords if they need to ***** up the unit. We do not believe someone stole the items while the unit was in our possession. We haven't had a problem with such issues in the past. After reviewing the text message history, Mr. ******* missed multiple pick-up times, stating he was on a trip or had forgotten his pick-up date. Mr. ******* also threatened a lawsuit in his text messages after the former advisor, *******, left a message that he would be charged a storage fee if he did not pick up.  To show good faith on RV Country's part, we will reimburse Mr. ******* for one garden hose - $35, one sewer hose - $55, and one 50 amp ***** cord - $279.

  
  

  Attached are his signed pick up on October 28^th acknowledging work and cost of work performed. Also, attached are the text messages documenting conversations with time frame.

  
  

  Regards,

  
  

  ******* *****

  Managing Partner

  RV Country

  Customer response

  12/19/2022

   I am rejecting this response because:
  
  #1 Look at the Text message response from RV Country , they stated they (Service Manager *** ******** RV Country Fresno, 12-15-2022 04:37 PM PST) I will review the situation and see how far out a backorder is for a matching awning, so now they are going back on their word? 

  
  

  #2 The service adviser (***** Jimenez Service Advisor RV Country **********************) never did a walk through of all completed repairs, If she had of shown me the Awning I would have told her at the time but she did not and in fact never did throughout the entire repair process, not even once. At pick up of the unit , She forced me into a confrontation with her because she did not do her job (which she admitted to not doing her job) and refused to having my unit washed and cleaned but then reluctantly went to the wash and detail (Erin Wash) to complain my situation which I followed her too and discovered her exiting that building laughing and whistling like a child. What a shame to have such a disastrous employee as the face in customer service department for your company.

  
  

  #3 RV country had my unit in there possession for many months and had ample time to find the correct Awning but thought they could just replace with anything they wanted without notifying me once, unacceptable.

  
  

  #4 I am glad I never purchased my new 2022 unit from you at RV Country, am sure that would have been a great ordeal that I would have enjoyed...Not.

  
  

  #5 A new 2022 unit should not and better not just have a smashed or in your words cracked control panel just by chance, that's a ridiculous statement and you know it.

  
  

  #6 Refunding me for the items taken from my unit is a great first step (If I ever receive it) but not everything I have asked for, and as a reminder here is the following list again

  
  

  12-15-2022 01:39 PM PST - Dominic Canning I tried calling you but no answer at the service department which always seems to be an issue. There are three items as you know that need resolved by you. 

  1 - Replace the Front Awning to the original that match's the rear Awning. 

  2 - Repair the smashed control panel that no one at RV Country will take ownership of breaking 

  3 - Refund me for the 50Amp Electrical Cord and Water hose that was taken from my unit storage compartment while in your possession. 

  
  

  This is nonnegotiable at this point and you should have never let this service rep escalate the matter to this point, and you know it.

  
  

  
  

  Business response

  12/22/2022

  Dear BBB,

  We have authorized payment for the missing items from Mr ********* RV.  There is no way we can determine if items were stolen while on our property.  We are making an exception to reimburse. Even though, Mr ******* did sign our drop off form which clearly states, RV Country not responsible for personal items. As for the other claims Mr ******* is requesting, we are standing by our convictions.  We are not responsible for component shortages, model changes, or delays in receiving parts due to shortages.  We reached out to Mr ******* multiple times to pick up his RV with no success. Our recommendation is for Mr ******* to contact Grand Design customer service and request a new switch board or better yet, work through his selling dealer to secure a new board under warranty.  

  
  

  Please close case as "unresolved"

  
  

  Regards,

  
  

  ******* *****

  Managing Partner

  RV Country

  Customer response

  12/30/2022

   I am rejecting this response because:
  
  Clearly RV Country like sounding like a broken record at this point and still making excuses for their disastrous service department by continuing to wash their hands of my complaint.  Yes I did sign your drop off form which states that RV country is not responsible for personal items but the items taken were in a locked storage compartment. I offered you the keys to the unit on drop off which I was told no need as you have the master keys for this unit as a dealer for this manufacture, so yes once again you are responsible for the items taken.

  
  

   furthermore, I do agree that RV Country is not responsible for component shortages, model changes, or delays in receiving parts due to shortages but they NEVER communicated that with me regarding the Awning, not once. They just went ahead and installed whatever they wanted even though it wasn't the same Awning as the rear, different construction ( cheaper model) and different color then asked for me to come pick it up even though the floor damage that had to been redone for a second time wasn't completed, which yes I absolutely denied to come pick the unit up until all work was completed. When I did get the email to say the unit was all ready there was no walk through of the finished product otherwise I would have rejected that work also and payment would have be retained until all work was satisfactory for your incompetent work. At this point I was not aware that the items were stolen from the locked storage compartment or the smashed control panel had taken place. So yes you you were unsuccessful in all areas of your disastrous handling of this situation at your company.

  
  

  Lastly, don't patronize me by telling me to take my business elsewhere, that's a given . You have lost my business forever RV Country Fresno, I mean just look at the list of complaints for RV Country Fresno on The BBB with one star across the board for may years and especially in 2022, for a company 60 years in business you sure have lost a lot of customers and you couldn't care less. I am glad the BBB has you listed as a C grade and NOT Accredited.

  
  

  My last regret is that I did not do my research  and find out what a disastrously incompetent company you really are RV Country, Fresno.

  
  

  FYI, This case is FAR from being closed, you will replace my Awning with the original parts , construction and color, and fix the smashed control panel you tried to hide damage of,  Nonnegotiable.

  
  

  Respectfully.

  
  

  * *******. 

• Initial Complaint

  12/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a 2018 arctic this summer, took over a month to get it from repairs and walk thru. Took it out for maiden voyage and within hours had catastrophic damage to awning (fell off trailer and almost hit my kid) kitchen faucet blew and leaked water everywhere, and master bed motor stopped working. We called back to RVC of Fife and talked with **** the service manager who apologized and told us to bring it in ASAP to the Buckley repair shop and they will make it right. He said any issues have them call him and it will be taken care of. Upon dropping off, we were told 2-3 weeks for repair and only thing I was told charges wise was for a diagnostic test. We bought the extended warranty and this damage was within first 30 days. It took 8 weeks with little to no communication before we heard anything back about our unit. We received a call that it was ready and that we owed over $2500 for repairs (of which I was never talked to or advised prior to repair). When I stated that I had a warranty and what **** told me I was told by **** that it would be corrected and they would get back to me. 3 weeks later of me calling and leaving voicemails and no responses, i finally get ahold of someone again who tells me I owe them $2500, my warranty covers none of the repairs, and that **** has moved to Oregon and doesn’t remember ever talking to me or saying it would be covered. At this point I’ve been passed around and screwed over and when told I would be able to talk to the Director for Repair (Randy or roger) I still get no call back and told they are driving and will call me back. That was 4 days ago. It has now been 4 months since we dropped off trailer and have not been able to use it yet paying monthly for it. I am now going to BBB, attorney general and getting a civil lawyer to take this over. I am fed up with the lack of honesty, professionalism and service and will never do business with this company again.

  Business response

  12/10/2022

  Dear BBB,

  We reached out to Mr **** and was able to address his concerns.  He left happy and said he would let BBB know everything was addressed to his satisfaction.

  
  

  Regards,

  
  

  ******* *****

  Managing Partner

  RV Country

  Customer response

  12/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 185****5, and find that this resolution is satisfactory to me. ***** was able to get everything settled and confirmed and we were able to pickup our unit. He was very professional and understanding of what transpired, and owned the mis-communication and response from the other channels.

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 30, 2022, I took my Fifth Wheel Camper to RV Country in *******, WA. **** ******* (service advisor) assisted with check-in. I requested the Factory recall item be replaced, install the Happi-Jacks in the garage that were not installed at the factory, replace main bathroom cracked vent hood (warranty item), repair shelf under island sink, install satellite cable on the roof, install missing screw on main door window (missing from factory install), check auto hitch system and cable connections. Due to the significant delays in completing the requested task, October 15, 2022, I picked up my fifth wheel from RV Country. Despite me contacting **** S. on multiple occasions to ensure the main power was turned off (he said I'll check), my 6Volt AGD batteries were depleted (dead). I had to connect to shore power to connect to my truck. I contacted **** on Monday about the replacement of my batteries and he referred me to the service Manager (***** *.). ***** indicated RV Country does not replace batteries because we do not know how old they are. I purchased my fifth wheel from RV Country in May 2020. Despite having my purchase order in front of him, he refused to reimburse me for my battery cost. I requested to speak to the regional manager (**** *******) and was denied access to him. Instead, ***** and **** *. referred me to **** ******* on October 18, 2022. I explained the situation to ****, he spoke about him being an expert on AGM batteries and that he would speak to Cory and get back to me. As of November 7, 2022, I have not heard from anyone at RV Country. When I picked up my fifth wheel from RV Country, they charged me $193.32 for "Misc Labor Code" and I have no idea what was completed for the charge. I purchase 2 new batteries ($464.78) from Camping world. The satellite cable was not ran nor was the main bathroom vent hood replaced. Grand Design indicated RV Country did not contact them to order the part. Instead, Grand Design sent me the part to install.

  Business response

  11/27/2022

  Dear BBB,

  We acknowledge Mr ******** concerns noted in the BBB complaint Nov 23rd. We've requested records of Mr ******** work orders in order to have information necessary to make a well informed decision. Unfortunately, with the Thanksgiving holiday interviewing, we are delayed in providing our response.  Several staff members who assisted Mr ****** are away on Thanksgiving vacation and due back on Monday.  We should have a response by mid week.

  
  

  Appreciate additional time to respond,

  
  

  ******* *****

  Managing Partner 

  RV Country

  Customer response

  12/27/2022

   I am rejecting this response because:
  
  Good evening ******,
  
  I received a call back from ***** ******, RV Country, on December 6, 2022 requesting I call him back.  I called him back no his assi****t transferred me to his phone but it went to voice mail.  I called ***** again on December 7, 2022 on two different occasions (leaving voice mails) and as of to date, I have not received a return call. I appreciate your assi****ce in the resolution of this matter.
  
  Thanks
  ****
  

  Business response

  01/02/2023

  Dear BBB,

  Our Service Manger was able to make contact with the customer. We are waiting on an invoice for the batteries to determine the amount we'll reimburse the customer. Hopefully, this will resolved the customer's concerns.

  
  

  ******* *****

  Managing Partner

  RV Country

  Customer response

  01/05/2023

   I am rejecting this response because:
  I received a call from RV Country on December 28, 2022.  A copy of the invoice (battery purchase and service receipt) requested was emailed to ***** ******, RV Country on December 28, 2022.  No resolution has been reached at this time.

  
  

  Thanks

  ****
  
  

  Business response

  01/11/2023

  Dear BBB,

  I spoke with ***** ******, our service manager of *******, and he shared he and Mr ****** spoke yesterday. ***** confirmed he did receive the invoice for the batteries and that he had to reach out to corporate for approval to reimburse. Reimbursement was approved and the customer will be receiving a check on the next run of checks, which will most likely be next week.

  
  

  ******* *****

  Managing Partner

  RV Country

*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. ↩