Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in the market for an **, I came across this establishment close to home. I found an ** I liked and I made an offer. I paid $7500 for down payment in cash. After taking the vehicle I later realized there was excessive fiberglass particles throughout the inside of the vehicle. I called the ** dealer and they told me to call back in a month to have it cleaned since they were not able to do it at the time. I followed directions and after calling a month later they said that too much time had passed and a cleaning of the ** was not viable. They have offered a replacement for another ** that's substantially more expensive and they want me to pay the new price

  

  Business Response

  Date: 04/03/2025

  Subject: Response to Complaint ID #********

  
  We acknowledge receipt of your complaint; however, we find it confusing as it references ** duct-blown fiberglass particles, which is highly unusual and unexpected. Additionally, we want to clarify that the services provided to you were complimentary and included the following:

  1- Comprehensive Pre-Delivery Inspection (PDI): Our highly skilled RV technicians conducted a thorough PDI, inspecting all RV components, including the ** system at its maximum operational capacity. This was demonstrated to you during your orientation, as confirmed by your signed Walk-Through Check Sheet (attached for reference).
  2- Complimentary RV Cleaning: As part of our commitment to customer satisfaction, we provide a complete exterior wash and deep interior cleaning before delivery, ensuring your RV meets our quality standards.
  

  Based on the above, there is no correlation between your down payment on the sales contract and the nature of your complaint. If you are experiencing any issues with your RV, we encourage you to schedule an inspection and any necessary repairs, as your unit is still under the manufacturers warranty. However, it is important to note that your complaint does not identify any specific malfunctioning component.
  Should you need assistance with a genuine warranty-related issue, we remain available to help.
  Best regards,
  
  Best RV Center

  Customer Answer

  Date: 04/10/2025

  I am rejecting this response because:

  We understand during the orientation everything seemed fine  with the ** but as you might know, fiber glass is not something you can catch at first glance and much less when it's inside.  
  We didn't notice this issue until we started feeling itchy in our face and arms and started cleaning, it was only noticeable when we used our phone flashlight and saw the small reflective particles.
  What we want to achieve is find a way to return the ** due to health reasons, we cannot keep the vehicle as is because my wife is pregnant and we also have a two year old daughter. I hope you understand my concern and the health risk it presents since cleaning it does not guarantee complete elimination of the fiberglass as it is throughout the whole vehicle. 

  We also send some videos to ******************** on February, where you can see the fiber glass in the rv. 

  

  Business Response

  Date: 04/15/2025

  Subject: Response to Customer Concern Regarding Fiberglass in **

  
  Thank you for your message and for sharing your concerns. We understand and respect the seriousness of your situation,especially in light of your familys health and safety.
  While we acknowledge your concerns regarding the presence of fiberglass particles, please note that Best RV Center follows a structured process for all warranty-related issues. As a dealership, our role is to facilitate warranty service between the customer and the ** manufacturer. We do not make decisions on product design, material composition, or unit returnsthat authority rests solely with the manufacturer.
  In order to move forward, we kindly ask that you call our service department to officially register a warranty work order. Once registered, we will escalate the issue to the manufacturer for review,including any evidence youve previously submitted. From there, we will follow the manufacturer's recommendations and coordinate any approved steps on their behalf.
  We want to assure you that we are committed to helping you through the proper channels and will support you to the best of our ability within the scope of our role as a dealership.
  Please contact us at your earliest convenience to initiate the warranty process.

  
  Sincerely,
  
  Best RV Center

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a ******* dollar trailer in December 2024. Bought it on a Saturday they told me to come in on Monday to pick up at 2 pm. I get there they tell me they need few more hours because the fridge is not working. So they had to pull a fridge out of another trailer. Well they did that of course that fridge did not work. Maybe should of tested that fridge before pulling it out of that other trailer Come to find out thy said it was the memory board in the fridges they installed wrong. Okay whatever. MAYBE IF YOU WOULD FULLY INSPECT THESE TRAILERS WHEN THEY ARRIVE YOU WOULD FIND THESE ISSUES. But know Gentlemen names **** said they don't inspect the trailers unto they are sold. Anyway i finally leave at 6:00 that evening. They would not test the generator because they say they don't put fuel in them the buyer needs to. So take it home find out generator does not work. Took me and my neighbor 6 hours to finally figure out that the vacuum hose and fuel line hoses were reversed. AGAIN IF YOU WOULD INSPECT THESE TRAILERS BEFORE SELLING THEM THESE ISSUE WOULD HAVE BEEN FOUND. So we take it camping found multiple more issue wrong Solar not working, trim following off, back garage door would not latch right, broken vents, list goes on. So in january **** told me to send all pictures of everything damaged and he will have the stuff approved so it can be fixed. That was supposedly done but that was with multiple emails. Emails to ******** in corporate. I get a call end of February to bring trailer in to have these issues fixed. I go there and they have just the kitchen vent to replace. But i had all these emailed From **** stating all these other parts were ordered. So now im dealing with ZEE the manger what a joke. He doing the walk through stating to me well we have to take pictures and summit to get approved But i was told this is what **** was doing and i have all emails. There is a lot more deviance i could write but not enough spaces aloud.

  

  Business Response

  Date: 03/13/2025

  Please see attached response document

• Initial Complaint

  Date:02/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 01/17/2025 we purchased a 2019 Winnebago travel trailer from Mr. ***** ****** owner of Best RV in Turlock. The price of the trailer was $14,999 and according to the employee who showed us the unit and Mr. ******* that price included installation of 2 new batteries and 2 filled propane **********. ****** added $495 for installing the 2 new batteries and 2 full propane tanks. This cost was not on the original due bill we signed but was added to the contract. When I questioned ***** about it, he sent me a due bill with the cost penciled in that was not on the original due bill we signed. Also on the contract he is charging sales tax for installation of the items we purchased and were installed by them.See ************************* Regulation 1546. Best RV installed a 9 year old propane tank from U-Haul and it is leaking at the valve.I contacted Mr ****** about this and his reply was if you have any service issue with your trailer contact the general number at ************ and you can discuss the items you think you need to be rectified on your trailer and our service advisor can provide you with a quote with parts and labor for work you want to be done. Again you purchased a USED RV unit in "As - IS " condition there are no express warranties for your Micro ****** you purchased. And you haven't any purchased any extended service agreements that could hep cover service repair costs. SO if you wish to have any service work done it will have to be out of pocket expense. They want me to pay for them to fix the faulty propane tank they installed.From the original email I received from them. "As part of our program, we spend Two hours' orientation with each customer, so they are comfortable with their new RV. We perform a full inspection of the unit to ensure everything will work correctly for you. After the purchase, we will set you up with a technician. He will spend time with you showing how everything works". Thank you, ***** ******

  

  Business Response

  Date: 03/26/2025

  Please see attached Response Letter from Best RV Center

  Customer Answer

  Date: 03/28/2025

  I am rejecting this response because: We were told by both the sales person and Mr. ****** that the price of the ** included 2 new batteries and new full propane bottles. The due bill we signed showed no itemized pricing showing $395 for these. We were also overcharged by being charged sales tax on the installation of items purchased and installed.

  Regulation 1546.Installing, Repairing, Reconditioning in General
  (a) Installation Generally. Charges for labor or services used in installing or applying the property sold are excluded from the measure of the tax. Such labor and services do not include the fabrication of property in place.

   

   

   

  
  

  

  Business Response

  Date: 03/31/2025

  Subject: Final Response to Your Inquiry

  
  We acknowledge your message; however, you are reiterating the same concerns that we have already explicitly addressed in our previous response. The comprehensive Sales Transaction document, which you personally signed with full knowledge, clearly outlines all relevant terms and conditions. Claiming unawareness of the discussed and signed sales document after the fact does not change the validity of the agreement.
  Additionally, we strictly adhere to applicable bylaws, which require that all parts sold within such a sales transaction are subject to sales tax based on the customer's residence addresscontrary to your claim.
  This will serve as our final response to this matter. We will not engage in a repetitive cycle of providing the same explanations and breakdowns that have already been clearly communicated.

  
  Sincerely,

  Best RV Center

  Customer Answer

  Date: 04/01/2025

  I am rejecting this response because:

  You fail to respond to all of the issues.
  In regards to the sales tax issue, nowhere in the documentation does it show the itemized list of the cost of the items vs the cost of installation. Installation costs of items purchased are not subject to sales tax.
  Regulation 1546. Installing, Repairing, Reconditioning in General
  (a) Installation Generally. Charges for labor or services used in installing or applying the property sold
  are excluded from the measure of the tax.
  Regarding the improper trailer brake controller issue, we have done a lot of research into your history and because of that we are reluctant to return the unit to you to have the improper trailer brake controller issue resolved. Because this is a safety issue, we are looking at what options we can pursue to get it repaired elsewhere.
  
  *** and ****** ******
  

  
  

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Experience with CrossRoads ** I purchased a CrossRoads ******* **, Model 2022 on January 28, 2023, under the belief that it was covered by a 3-************ Structural Warranty. Unfortunately, since my purchase, I have encountered significant defects in the ** that have not only affected its usability but also posed serious health risks to my *********** are the specific issues I have faced:Plumbing Leak: The ** has a major leak in the plumbing system that has caused moisture buildup. This has led to mold growth, significantly compromising the air quality inside the **. As a result, my family members, including a senior and a child, have suffered from lung infections and respiratory issues due to prolonged exposure to moisture and mold.Interior Construction Defects: The interior of the ** is poorly constructed, with components that are loose or improperly installed. This compromises the structural safety and has contributed to the moisture issues I am experiencing.Defective Ventilation System: The ventilation system in the ** is damaged, preventing proper air circulation and further exacerbating the moisture and mold problem.Despite my repeated attempts to have these issues resolved through CrossRoads ** Customer Service under the terms of the warranty, my concerns have been consistently ignored or inadequately addressed. This negligence has not only placed the health of my family at risk but also reflects a clear violation of the warranty and customer service standards that I expected when I made this purchase.

  

  Business Response

  Date: 10/24/2024

  We appreciate the customer's concerns. We have reviewed the warranty from the manufacturer,Cross Roads, and it states, *******: Cross Roads provides a 3-************ Structural Warranty. The complaint regarding mold in the unit does not fall under structural damage. This issue can result from various factors, including usage and lack of annual maintenance.
  
  The customer has contacted the manufacturer and received similar feedback. We are more than willing to assist the customer with any maintenance needs at a cost. However,any component failure will be covered under his purchased Extended Warranty. He can contact our ****************** to schedule an appointment.

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/13/24 my wife and I purchased a brand new 2024 Fifth wheel trailer . The dealer said for us to come back on 8/18/24 to pick the trailer up, that they needed those extra days to go thru the coach to make sure everything works, is clean, fill the propane tanks, etc. . So I went back on the 18th to pick it up, it wasn't checked out they hadn't even started getting it ready for us to take it home. So we waited for them to do what they said they were going to do. The first thing that was wrong was it was missing a cushion for the dinette that makes into a bed. The next thing we noticed was the refrigerator wasn't getting cold or even cool. They told us not to worry about that because by the time we get it home it should be nice and cold, it's a 12volt refrigerator it pretty much is on all the time. Well when we got home it still wasn't even a little bit cold. For the next week I had contacted them numerous times telling them the refrigerator was not working, we had a trip planned for Labor day weekend but had to cancel because the refrigerator was not working. The Dealership, Best RV, told me to bring the trailer back so that they could check the refrigerator, so I took it back to them. The head service man finally looked at it and told me that the refrigerator was bad and they would have to order a new one for our Brand New Trailer. That was two weeks ago, I called them today, 9/9/24 , to find out when we can expect to have it fixed, they hadn't even ordered the new refrigerator plus they wanted me to send them a picture of the serial number / model number so that they can order the new refrigerator. My wife and I are very frustrated and upset that we spent over $50,000.00 for this trailer over a month ago and have not been able to use it, it's very difficult to even get a hold of anyone from their service department and we feel like because they have made the sale they don't much care that we haven't been able to use this new trailer Really hope you can help

  

  Business Response

  Date: 10/24/2024

  We appreciate our customers concerns. However, we have been actively working with the customer to resolve the issue with their fridge. Unfortunately, some customers may not realize that we need to communicate with the component and fridge manufacturer and follow their maintenance guidelines.
  
  We initially replaced the fridge's control board as supplied by the manufacturer, but this did not fix the cooling issue. After further discussions with the manufacturer, we ordered a completely new fridge, which we installed in the customers trailer on October 23, 2024.

• Initial Complaint

  Date:08/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a Pacific Coachworks model 2414 Blazen Toy hauler Rv from ******* In Turlock in August 2020. The toy hauler was brand new. In November 2020 Pacific Coachworks sold their name to Supreme ******** During the first year we had problems with the tv grey and black tank sensors, along with water leaking from under the sink and shower. We scheduled an appointment with Best Rv in Turlock. It was still under the one year warranty and the fix it. There was never a mention that Pacific Coachworks was no longer in service nor was there a question about fixing the problems. At the end of June we did our summer deal expectations on the tv and found our roof shrinking. I call Nedt Rv in Turlock and they said they cant help us because the company went out of business. I called a tv roof specialist in *********** ********** and sent pictures of the roof. The specialist said this is manufactured defect and I should contact the manufacturer because roofs on rvs have a ***** year warranty. I did research and found Supreme ******* purchased the name pacific Coachworks three months after we purchased the tv, but they too said they cant help. We are now making payments on a Rv that is three years old with a roof that was not installed properly. If the roof is still under warranty who do we hold accountable. Best Rv in Turlock, Supreme Genisis or Pacific Coachworks? If the company was out of business in the first year we had repairs and it was no problem why do we have a problem now?

  

  Business Response

  Date: 08/30/2024

  Greetings,
  We appreciate the customer feedback; however, Best RV is considered the Dealer for selling the specified RV in 2020. However, Best RV Center does not carry this brand anymore. The purchased RV Brand is still carried by the manufacturer's new owner, Genesis ******** All ****** models are still available on the manufacturer's listed brands at their website: **********************************************************.

  
  The manufacturer warrants the RVs roof structure for ten years from the date of purchase, provided the customer follows the manufacturer's recommended maintenance schedule. The Customer should cover the regular maintenance, similar to any car's regularly recommended maintenance schedule.Best RV Center is capable of carrying out the specified maintenance at a cost.

  
  In case of manufacturing defects, the customer must have authorization from the manufacturer for any authorized dealership within the country to perform the necessary repairs. 

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a **** grand Lodge 42 view from Best RV. The delivery driver that is contracted with Best RV came to my property and delivered the trailer in the ditch. Tipped it over and the only thing holding it up was a tree. The gentleman was 73 years old, deaf, unstable on his feet, slurred when speaking, and lacked discernment, which is not his fault. I called Best RV. Spoke to Z the manager immediately asking what kind of company did you hire to deliver my RV? He wrecked my brand new trailer its bottomed out sitting in the ditch leaning up against a tree. He became very defensive, and told me that has nothing to do with them, he is contracted with them only, hes an independent driver, I will have to take this up with him. They have nothing to do with it! He said all they are to do is to get it from point A to point B the driver is not to make turns, back it up, or do anything, basically drop it in the street. I tried to explain to him it never made it to point B. It is still attached to his truck. He said that has nothing to do with me contact his insurance. You would think Best RV would assume some sort of liability for this. I want a brand new RV what I purchased from them I did not purchase a wrecked RV. I have not stepped foot in it. In addition to all of this, they destroyed my driveway I just had done, my tree, and I want all of it replaced. This is not over. I will not allow them to bully me around after taking $84,000 out of my pocket. In addition- upon the police officer arriving, he asked the driver for his DOT and or MC which the driver does not have. The police officer told the driver you are not legally suppose to drive this size rig without that. Its a 45 foot trailer. This right here is in violation of Best RV to hire a company that does not even carry the proper license or certification and is incompetent to deliver such a large RV.

  

  Business Response

  Date: 01/04/2024

  Good day. When the customer purchased the unit, they requested we mask up the windows because they knew their road was narrow and lined with many trees and shrubs. The customer had gravel laid down on the road that was not properly packed, so when the driver drove through the gravel the trailer started to sink and slid right off the edge of the gravel. As you can see in the photo's attached. The truck and trailer where on the gravel road but the gravel road was also built with a large crown in the middle. The driver had to contact a ************** to come out and pull the truck and trailer back up on the gravel road. Another truck had to come, as the customer also had an excessive amount of deep mud they wanted the unit pulled through. The unit did lean up against a tree, the only damage was a small scratch and 1 stabilizer *****************. This is about a $30.00 part. 

  Its the customers responsibility to make sure the driver has a safe ************* for the delivery. 

  We are retrieving additional photo's from the Driver as he documented photo's all around the unit showing no damage other than the jack. 

  Nothing will be offered or promised.

  Customer Answer

  Date: 01/04/2024

  I am rejecting this response because: My driveway was done by a professional contractor (******************, **************), which has been in business for 48 years. They have the documentation of all work done, including details of the driveway laid, packed, and filled correctly, and pictures of their work upon completion, which they emailed me. These are actual facts, proven facts. My driveway was completed correctly with zero errors and or poor workmanship. Hence, none of these things you are saying about the driveway are true. I would not expect anything other than Best ** to reflect what happened, blaming it on trees, branches, etc., as none of those things played a role in the delivery outcome. What is a large crown in the middle? If you are referring to the pits and bumps, this came from the tow truck pulling the ** out of the ditch "sideways". My driveway was smooth, and I also have pictures before delivery (facts). The driver did not sink and slip off the road. You are also making false accusations against Bedrock Excavating, and I will let them know you have disparaged their name, accusing them of faulty workmanship. All of my neighbors were outside, including my sister. We all witnessed the short turn and the fast speed of the driver coming onto the property. He had 5-6 feet of space to make a wide turn, which you can see in the photos, no problem! The police officer also asked him why he cut it so short when there was room to turn. It was evident to everyone he did not turn wide enough and landed in the ditch, not slipped into or anything else you are trying to accuse. He also came out the week before to assess if he could make that turn and said, yes, 100% it's wide enough; I can do it! I also have a text message I sent to ***, your salesperson, letting him know the driver went out to assess and said he could make the turn; there's plenty of room. Therefore, why are you blaming his miscalculation on my driveway? If he is a professional driver delivering your **s, Wouldn't he know how to assess conditions before committing to delivery? Isn't this the reason why he went out a week prior to delivery? He would have said, no, I cannot make that turn, or I'm not sure I can make the turn, or The gravel is not right; my tires may slip and sink, or There's a "LARGE CROWN IN THE MIDDLE." How would he get through and over a so-called crown pulling a 45ft trailer? You would think anyone delivering such a huge piece of equipment would stop right there just because of a so-called "large crown," but this was not the case because no crown or obstruction existed.  
  Referring to the mud, this is also false. I had to guide your driver through my gate. I was once again directing him to turn his wheel to the left to go onto the brand new concrete slabs "SPECIFICALLY" laid for the **, and he could not hear me, nor did he pay attention to my hand signals; he went straight ahead onto my grass which was muddy and got stuck again. The bottom line is that your driver is incompetent in delivering vehicles and made the wrong decisions, causing all the damage. You, Best **, are denying any and all liability. Per the police officer I called, he asked the driver for his DOT and MC certification. The driver said he did not have one. The officer told him, you legally cannot transport a 45ft rig without it. Therefore, it is 100% Best **'s fault for hiring a 73-year-old man who does not have the credentials you need to transport this size **. For you to say the only damage is, one **** is false. How could you possibly know this? From pictures? You have not come out or called me to review anything, let alone assess damages or look underneath; nothing other than you have nothing to do with it. The flooring under the bathroom was torn out, which I have pictures of, and there are two damaged ****s, different from what you're saying one damaged ****. I have an ** inspector scheduled tomorrow to look at everything underneath: frame, axels, etc, to determine if more damage was caused. You need to be ashamed of yourself. I'm not sure how you can sleep at night, considering all the hardship you have placed upon me and others who have reported you to the BBB, yet you claim zero responsibility and place the blame on me.
  

  

  Business Response

  Date: 01/09/2024

  We understand you have an Inspector coming out to check your unit. Please refer your concerns to the Transporter.

  Thank you

• Initial Complaint

  Date:12/12/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They forced me into signing a contract when I did not have my deposit ready and approved. They also had a contract contingent of my trade that they said they could not uphold the trade value that was written in the contract. I told them I no longer want the Rv. They continued to harass me and tell me I have to purchase the vehicle and that the loan had been funded already. I reached out to the **** of America. There is no such loan. They continue to lie to me and kept my deposit, on a vehicle that I have never took possession or delivery of. In fact, I never even sat in the vehicle and turn the vehicle on that being said the **** said there is no way to fund the loan that has not been delivered properly to the consumer.

  

  Business Response

  Date: 12/13/2023

  Customer provided a non-refundable down payment, not a deposit. The customer signed paperwork agreeing to this.

  The Customer is fully aware we accepted his trade at his stated value and the customer keeps contacting us with excuses why he can't bring in his trade.

  The loan has in fact been funded already.

  The customer came in and checked out the new unit in person, and signed the paperwork in person.

  The customer has been notified to either bring the trade/or a check in the amount of the trade and the rest of his down payment in. We are still waiting for a response from the customer.

  Thank you.

• Initial Complaint

  Date:06/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2022 Crossroads Cameo from Best RV Center on May 15, 2022. My mother-in-law, ***************************** is the person on the title/loan. There were a lot of cosmetic issues that the fifth wheel trailer had since we bought it, but that is the least of my concerns. One June 25th, 2022, we had a mobile repairman (not associated with Best RV Center) come to our campground to replace our ** because it had stopped blowing cool/cold air. This is when we found out that the original ** that Best RV Center had on the fifth wheel was already damaged and it looked like it had been dropped!Then, on July 8th 2022, we had an appointment with Best RV Center for all the cosmetic issues but we wanted them to focus on the *** because once again, it had stopped blowing cool/cold air. Our secondary concern at this point was that one of the recliners was stuck in the open position.Best RV Center replaced our ** that day, and told us that they disengaged the mechanism on both the recliners, but as soon as we got home, we found out that they BROKE our recliners. We did not have the time to keep going back and forth since my husband has a travel job and only comes home on the weekends (when Best RV Center does not have their service team). I would also like to add that Best RV Center sold us the "extended warranty" by telling us that the extended warranty covers EVERYTHING that the 1 year warranty does, so we were in no rush to get the recliners fixed.I tried contacting Best RV Center ALL of June, with no response. I always asked for the service manager since he was the one who helped us in the first place, and I kept getting put on hold, only for someone to disconnect the line later. I even tried emailing, no response. So I took the ** to ****************** in *********. They told me that Best ** damaged my ROOF when they replaced the ** on July 8th 2022, because they dragged it across the roof, and I have pictures of the damages, as well as email threads with all parties involved. On July 8th, 2022, I was not given any paperwork and they did not file anything with warranty. I would like for them to repair/replace my roof on the ** and give me brand new recliners, and fix ALL the cosmetic issues I was told that the extended warranty would take care of. Moreover, I don't even want the ** anymore because it has been nothing but a headache since day one, and they keep ignoring my emails so I have no other choice but to contact you. Please let me know how we can resolve this.

  

  Business Response

  Date: 06/29/2023

  I have attached a copy of the warranty claim from Keystone when their unit was here. We went over the repairs with the customer at that time. We did not replace the A/C as it was only an issue with the internal ducting. If they had a mobile service change their A/C it would be on them or the unit was pulled under tree's possibly. We did not brake their recliners, the mechanism was disengaged on 1 recliner and the customer was shown this when they went over the unit at pick up. This is also not the legal owner of the unit. Any concern's or question's need to come from the legal owner of the unit actually.

  We will not offer any repairs and or payment in regards to this matter.

  Thank you.

  Customer Answer

  Date: 06/30/2023

  I am rejecting this response because:

   

  We had a mobile service technician come to our campground BEFORE Best RV Center worked on our **. "** Mobile SVCS" replaced the ** on our ** on 06/25/2022. Best RV Center worked on our ** on 07/08/2022. No one else has worked on our ** since 07/08/2022, which means that Best RV Center was the last to work on our **. I would also like to reintegrate that the original ** that the ** came with had frame damage and it was dropped before installing it on my ** unit. I will attach the diagnosis that "** Mobile SVCS" made on 06/11/2022 which clearly states that there was frame damage to the ** unit due to the fact that it had been dropped prior to installation before purchasing the **. I had attached photos of the original ** with my initial complaint. If Best RV Center is saying that they did not damage my roof on 07/08/2022, then it is likely that the ** was damaged before we purchased it. At the time of purchase, we did not climb up there to see what the condition of the roof is because that is a very odd thing to do, and we are not professionals when it comes to ** roofing.
  We kept the ** parked at the Thousand Trails park in ********, ** the entire year. There is absolutely no way we pulled our ** under trees if it has been stationary the entire year. The only time we moved it was on 07/08/2022, and then we moved it on 06/19/2023 to get the warranty work done.
  If the mechanism was disengaged on the recliners, why are the electrical components not working on one of them? Why are we not able to "re-engage" the mechanism? They are broken, not disengaged. None of us, my mother-in-law, myself, or my husband signed anything that acknowledges what they worked on and what they did. We did not receive any paperwork at time of pickup either. If we were to receive paperwork that says that one of the recliners was disengaged, we would have said something right then and there because that is false.
  My mother-in-law, ***************************** is the owner of the ** unit, however she purchased it as a gift for my husband and I. I have attached a document stating that she authorizes my spouse and me to make **-related decisions on her behalf.
  
  
  

  

  Business Response

  Date: 07/05/2023

  As previously stated, we did not replace the A/C unit. The A/C unit's are already installled at the factory.

  The Service Manager went over the items that were performed with the customer in person at the time of pick up. The recliners may have come unplugged from the wall, the customer can easily check that. As a side note, when we do A/c replacements they are lifted with a forklift and put in place, there would be no reason to drag it across a roof. We have already attached a copy of the paperwork here.

  Nothing else will be promised.

  Thank you.

  Customer Answer

  Date: 07/06/2023

  I am rejecting this response because:

   

  I understand that the A/C is installed at the factory. I also understand that for a replacement, you use forklifts to install the A/C. But, I want to see some sort of paperwork that proves that there was an inspection done when the Cameo was received from the factory. I want to see some sort of documentation that says that the roof was not damaged when I purchased this ** from Best RV Center. I also want to know then how the first A/C that already came with the ** had frame damage. 

  The recliners are not unplugged. One of the recliners have lights that turn on, however the lights do not turn on for the second one. Neither of them function electronically, due to the "disengagement". 

  I understand that based on your explanation, there would be no reason for someone to drag the A/C across the roof, but I do not understand how the initial A/C had frame damage, AND the roof was damaged with drag marks. Those only lead to one thing.

  Thanks.

  
  

  

  Business Response

  Date: 07/06/2023

  Again we did not replace the A/C unit on this unit.

  The customer had someone else do it, and it would seem they are trying to blame us for the damage they caused to the unit.

  The unit did not arrive here from the factory with any roof damage, and we do not have any trees here that would cause the damage.

  Nothing else will be done.

  Thank you. 

   

   

  Customer Answer

  Date: 07/06/2023

  I am rejecting this response because:

  We did have the A/C replaced by someone else, but that has nothing to do with the fact that the original A/C on the ** that came with the ** had frame damage and the roof was torn up. 
  

  Best RV Center also does not have any proof that they did not damage my recliners and roof. 

  In my opinion, the best resolution would be if Best RV Center took accountability and replaced both the roof and the recliners. After having to deal with this specific issue for a year now, I dont think Im asking for much. I can even remove the bad review I left on Yelp if Best RV Center takes accountability and makes this right for me.
  

  Best,

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

  
  

• Initial Complaint

  Date:06/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While in service for a routine maintenance appointment 5/31 my trailer was not completed and I picked up my trailer 6/5 and discovered a hole in the middle top of the trailer as if something was pushed into it creating a hole and a cut in the awning. I made contact the same day immediately and provided pictures as requested and as today 6/9/23 I have not heard from anyone and when I call I am placed on hold for hours and either sent to voicemail or disconnected.

  

  Business Response

  Date: 06/20/2023

  We have already spoken to the customer regarding this matter. The customer and the Service advisor walked around the unit before he left. There is nothing more we will do on this matter.