ComplaintsforRV Country

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a fifth wheel from RV country Fresno on August 18th 2021. We also purchased upgrades to be installed by The end of October when we planned to picking up the fifth wheel. We needed the trailer by November ready to go for a trip we had planned. We went in September to do our walk through and finalize paperwork. There were a few things that needed to be fixed and upgrades that still needed to be done. We contacted RV country in October to insure we were on schedule for pick up at the end of the month. We where unable to reach anyone about our rig. Several calls and voicemails with no response. Finally two weeks before pick up we had someone return our call. This person was someone we did not deal with at all. She knew nothing about our rig and was unable to answer any of our questions. She said she’d look into it. The next day she called and stated that all the repairs and upgrades were done and our rig would be ready the 28th. I contacted them a week before pickup to remind them we would be there to get the rig. We showed up the day planned to get the rig and waited for two hours because they weren’t expecting us. They pulled the rig around and we walked through in again to insure things where completed. The RV was a mess. Dirt and dust everywhere. Our back awning was tore and bent ( which was not there on the initial walk through ). Our leveling system had leaked hydraulic fluid all over our batteries and the front compartment and we were told that it was fixed (however they just left the hydraulic fluid all over the place). When’s we leveled the trailer to hook up to our truck it was not fixed and started leaking massive amounts of hydraulic fluid everywhere. We told them we were not taking it home they needed to fix this. So we had to drive out of our way to come back another day for it and it pushed our trip back. Fast forward to Jan 2022 we still have a damaged back awning we can’t use and we are fighting to get it fixed.

  Business response

  01/28/2022

  Dear BBB,

  Our service manager in ****** spoke with Mrs ******** regarding her repairs to her RV. Everett shared we would cover the fuel cost to have them take the unit into our Mesa facility.  Everett also shared the awning order on behalf of the customer is back order until March. Everett assured me he would stay in touch with Mrs ******** until repairs have been made.

  
  

  Regards,

  
  

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

  Managing Partner

  RV Country

• Initial Complaint

  01/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband and I purchased a 5th wheel trailer on December 8th from RV Country in Coburg OR. We traded in another trailer as a partial down payment. The trade in still has not been paid off through the bank and we are currently making payments on two trailers as of today January 19th.

  Business response

  01/26/2022

  Dear BBB,

  We we regret Mrs ***** feels so harshly towards our staff. Our manager went over the details of the LAW 553 contract, which is a legal and binding document in the state of OR.  The contract clearly states the amount down. After bringing this oversight of not collecting the additional amount, we contacted the ******* and made them aware of their total down payment being short $5000.  They've said its our mistake not collecting the money so we should absorb the loss.  As you can imagine, we disagree.  On behalf of the customer's situation, we were able to obtain a new approval, which is limited to a specific time.  I'm saying we are running out of time to reconstruct with the amount down they gave us.  Yet, the ******* refuse to cooperate. We have done everything possible to resolve this problem, but the ******* refused to return calls.  We are considering several options, not excluding involving our corporate attorney.

  
  

  Please encourage the ******* to reach out to us to resolve.  

  
  

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

  Managing Partner

  RV Country

  Customer response

  01/26/2022

   I am rejecting this response because:
  
  The down payment listed on the paperwork was an error on behalf of their employee, *****. He himself acknowledged this.  It was never our intent to put an additional $5000 down. The paperwork was inaccurate!!  

  I am greatly disappointed in the response by the company, however we see that this is a losing battle.  Mr. ***** clearly did not read all of the incompetences in a prior email to his company.  

  We have since signed the paperwork correcting their error and will ensure that all social media outlets are aware of the injustices done by this company. 

  Sincerely, 

  The Tigue’s 

  Business response

  01/26/2022

  Dear BBB,

  Our paperwork was clear showing the $15500 down. Of which $10500 was put down with the Forest River Credit Card, leaving a balance of $5000.  We agree there were some misunderstanding of trade equity and the $5000 down.  We worked diligently with the lender to make an exception and they agreed.  We appreciate Mr ***** signing the new agreement.  Mrs ***** who filed this BBB complaint isn't on the loan.  She has made threats to defame our staff and company on the internet.  We will defend such claims vigorously. 

  
  

  Respectfully

  
  

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

  Managing Partner

  RV Country

• Initial Complaint

  11/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new Riverside RV Retro 177SE travel-trailer from Paul Evert's RV Country in 2018. In January 2021 I took it to their Buckley, WA service center for "winterization", scheduled maintenance, and repair to the heating systems and canopy. It has been there on their lot for over 10 months now and they have failed to keep me updated about progress, estimates, costs, and anticipating timing for completion. If they have difficulty getting canopy parts, as they have said, they certainly could and should have proposed other solutions, such as return of the trailer until parts become available, or other options for alternative materials that could be obtained elsewhere, or substitute materials. They have not. I'm very unhappy about this. I missed an entire summer travel season because I did not have the trailer. Furthermore, I am very concerned about damage to the trailer due to it being vacant, damp, outdoors, unused, and unmaintained for such a long period of time. I have contacted them about this numerous times, and they have been dismissive, vague or totally unresponsive. I would like my trailer back in good condition, with the maintenance done, all systems checked and functioning, with the possible exception of the canopy, because they say they can't get any fabric for it (which seems rather unlikely given that there are many domestic manufacturers of high-quality exterior awning/canopy fabric with ready stock). I would also like an accurate, complete, detailed written estimate and itemized bill for parts and labor, and a discount in consideration for the extreme delay and disturbingly bad customer service.

  Business response

  12/02/2021

  Dear BBB

  Mrs ******** is correct with RV Country having her 2018 for 10 months.  We've been inundated with parts delays on her RV.  The major delay was the awning replacement parts.  We finally received them Sept. 30th.  We immediately worked her RV back into the shop when we had space available and repaired her awning.  We called Mrs. ******** Oct. 6th and notified her the RV repairs were completed and the unit was ready to be picked up.  We regret the delays of the repairs led Mrs. ******** to file a complaint with the BBB.  The parts delays were something beyond out control.  There are not many different solutions for the replacement of the awning.  It's always best to replace items with original items to maintain the integrity value.  Mrs. ******** has communicated to our staff she would like to sell her RV.  We are interested in purchasing the unit from her.  We'll be reaching out to her over the next few days.

  
  

  Regards,

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

  Managing Partner

  RV Country

  
  

  Customer response

  12/02/2021

   I am rejecting this response because:
  
  I did have a cordial conversation with RV Country on the telephone on Monday. During that conversation it was agreed that they would send me a detailed proposal for remaining work, and additional work at another facility to clean and detail my RV in preparation for selling it. I haven't received a written proposal yet, although I did receive a call informing me that the repairs I originally brought the RV in for have now been completed, and I will visit their service center in Buckley, WA to review the actual status of the RV, inspect it, and test/confirm that the heating systems, canopy, and other repairs have been completed to my satisfaction. So, although RV Country has been very amenable in recent days, and show a true commitment to customer satisfaction, the story isn't quite over yet. I'll have to wait until everything is checked and correct before I can consider this complaint resolved. 

  Business response

  12/02/2021

  Dear BBB

  The Buckley service department inform me the work has been completed and Mrs ******** has been informed.  We are currently detailing the unit for Mrs ******** to pick up on the 8th.

  
  

  Regards

  
  

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

  Vice President

  RV Country

• Initial Complaint

  11/24/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  November 2021 After looking around to look to buy a travel trailer. After seeing trailer online as well as in person. I decided that I wanted to purchase a 2021 avenger travel trailer. Well before signing any paperwork they asked for 500 deposit to hold it (which would be fully refunded if I choose to or not to buy the trailer. I had the money on my cars and gave rv country Mt. ******, WA card info for the deposit. As well as less than a week later November 3, 2021 I went in with a cashiers check in the amount of $31,858.82 AGREED PRICE FOR TRAILER , TITLE, LICENSING, TAXES INC. (No additional money owed) to pay for trailer. Made an appointment to sign papers and left the check with RV country. Before I even signed papers to officially take ownership of the trailer. RV Country in Mt. ******, WA had deposited the cashier check into their account. When I went In November 23, 2021 8:45am Had 9am appointment to do final walk thru and sign ownership. Employees were late 1st of all for 9am schedualed appointment. I was finally acknowledged. When it came to the walk around to determine everything or any problems. I determined there were a few issues. And the employees including Corbin, tom and a couple ladies in the sales dept made it out to be like I was crazy. And the tech that did the walk through used a paint pen to cover scratches, my trim in bedroom was bent and warped as he put a nail in it to fix, the screen in bedroom window was ripped , there were literally scratches on the furniture as again they used a paint pen which didnt help, when I 1st did a walk around in same trailer begining of Nov 2021. There was brown cushions that matched the sofa. And when i did the walk through there was a totally different color cushions on the wrap arounddinette. It even shows on web site the trailer i 1st looked at same as i bought had brown cushions and now different, iam very unsatisfied with the way I was treated, pointed and talked about. CUSTOMERS R ALWAYS RIGHT

  Business response

  11/30/2021

  Dear BBB,

  We recognize Mrs. ******** concerns as important and want to address them individually. 

  
  

  1) Discrepancy in payment - Mrs. ****** is correct about the misunderstanding over the $500 difference. **** ******, our sales manager, was off the day the ******** come in to take possession of their Avenger. **** had discussed with them prior to the delivery date about the $500 earnest money. The ******** did not have the additional funds to put down to hold the unit until delivery prep could be performed. **** didn't communicate the change in price to our Business manager Corbin Croom. Once we determined what happened, we corrected the error.

  
  

  2) Scratches and nail holes - It is a common practice for the manufacturers to give the direction of touching up manufacturing blemishes with colored wood putty or a stain pin. We understand Mrs. ******** concerns and would be happy to retouch up blemishes under her manufacture's warranty. 

  
  

  3) Mismatched dinette covers - We reached out to Prime Time to determine what could have happened with the dinette cushions being a different color. They informed us the color transition occurred when ******** unit came offline from the factory. At that time, we had units coming offline with dark and lite brown furniture. Once the unit arrived, we took photos displaying the coach's interior and exterior. It appears the original cushions were replaced under warranty due to the manufacturer's defect, which is why ******** coach has the newer version of cushions. When Mrs. ****** originally came into to view the coach for the first time, she specifically wanted to see the unit she eventually purchased. **** ****** showed her the unit with the newer version of cushions. During the visit, she was OK with the cushions. At time of delivery, we did notice one of the cushions zipper was sown incorrectly. ******* placed a warranty claim for the cushion to be replaced. We are not able to exchange the cushions due to the manufacturer changing color of furniture. 

  
  

  We hope working with the manufacturer and Mrs. ******, we'll be able to resolve her concerns. We stand ready, willing, and able to facilitate Mrs. ******** manufacturer's warranty. Our goal is to treat every individual with respect regardless of who they are or what they may have purchased.  

  
  

  Regards,

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

  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. ↩