ComplaintsforEdmundson RV Sales, Inc.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  LIVING H*** FOR NEARLY 5 MONTHS AND STILL GOING ON!Our experience with Edmundson RV has been overwhelmingly negative and deeply concerning! Despite reporting multiple issues (31 total) with our camper covered under the dealership warranty, including safety concerns, and dropping it off for warranty repairs and winterization on November 4, 2023, the dealership has failed to provide adequate service. They have had our camper for nearly five months and have not made any progress; we still do not have our camper.Despite numerous attempts to follow up, including calls and text messages, we received no updates on the progress of the repairs until I reached out about trading it in. Additionally, when inquiring about trading in the camper for another model due to its defects, we faced obstacles, including excessive credit checks totaling 17, and now the owner is refusing to take it in on trade because it's defective. They sold us the defective camper, which has fallen apart and poses extreme danger to human use.Communication from the dealership has been inconsistent and unresponsive, with promises of action often unfulfilled. The situation escalated further when, upon attempting to retrieve the camper on March 21, 2024, it was discovered to have serious electrical issues, rendering it unsafe for use. Despite assurances of delivery, the camper was not received, leading to further frustration and inconvenience.Efforts to contact the dealership for updates were met with unanswered calls and unresponsiveness, exacerbating the already distressing situation. Overall, the lack of accountability, communication, and resolution from ******************************** has left us deeply dissatisfied and in a precarious position regarding the safety and usability of our purchased camper.We request that the dealership repurchase the faulty camper and settle the outstanding loan. Our preference is to sever ties with this dealership and cease all future communication with them.

  Business response

  05/21/2024

  Upon receiving your camper on November 4, 2023, at Edmundson RV, we made every effort to communicate the process and potential timeline for completing the repairs. We want to clarify that during that time, Edmundson RV was in the process of being acquired by Camping World, which might have caused some delays in communication and service.

  As part of our commitment to quality service, we informed you that the completion timeline would be contingent upon manufacturer approval of warranty coverage and the availability of necessary parts. Additionally, we communicated that there were other customers ahead of you in our service queue, and with the approaching holiday season, there might be closures affecting our operations.

  On December 5, 2023, our team member, *****************************, reached out to *************** to discuss her camper's service needs. We acknowledge that there have been recent changes within our team, including the transition of our previous service manager and service writer. In light of these changes, we took proactive measures to ensure that our customers' needs were accurately documented and addressed.

  As part of our commitment to quality service, ******** personally contacted *************** to discuss her specific requirements. This included taking inventory of the units on our lot and engaging in individual conversations with each customer to verify their service needs. *************** provided a detailed list of items she wanted addressed, which we have diligently noted and are in the process of addressing.

  At this time, our service department worked to wrap up any time sensitive jobs prior to the holidays.

  We would like to provide a detailed explanation of the events outlined in ******************* timeline:

   Holiday Observance Days and ****************** Closure: Our service department was closed for inventory and transitionary matters in preparation for the holiday observance days. During this time, our focus was on completing any pressing jobs before the closure. ****************** Activation: After January 1, 2024, our service department became operational again and began accepting customers in the queue for service. ******************* Call on January 15, 2024: *************** contacted our dealership and spoke with ****** regarding her desire to trade in her current camper for another unit listed on our website. To expedite the process, we moved *************** up in the service queue and provided a complimentary trade appraisal. However, during the appraisal, it was discovered that the condition of her camper required decontamination before the technician could proceed, as it was unsanitary for our employee to be inside of. (see photo evidence) Pause in Repairs Pending Trade Outcome: Due to the possibility of an ownership change resulting from the trade, the repairs on ******************* camper were paused pending the outcome of the trade evaluation. Denial of Credit Approval and Demand for Immediate Completion: On March 6, 2024, we were informed that *************** was denied credit approval for the new camper and demanded immediate completion of her current camper.

   At this time, our technicians worked to decontaminate the camper in order to proceed with the work necessary. This included installing a new toilet, as the one left by the customer was too far degraded with human waste to salvage. The work *************** requested was for that covered by warranty only. The unit, however, also had severe damage to the rear wall from an owner accident, which left a hole in the exterior wall at the rear of the camper. This was not to be repaired, per ***************.

  Customer response

  06/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Please review the document I attached as it outlines and provides screenshots of conversations with the Dealership showing they are not telling the truth.
  
  Regards,
  
  ***************************
  

  Customer response

  06/27/2024

  I had added the 28 page doc that includes screenshots of text messages from the dealtership showing they are not telling the truth. Please let me know if you receive this as the first time I submitted it apparently didn't cross over to you.

   

  Thank you,

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

  Customer response

  06/27/2024

  Resending attachment

  Customer response

  06/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Please see the attached document, they are not being truthful!
  
  Regards,
  
  ***************************

  
  

  Customer response

  07/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Please see the attached document, they are not being truthful!
  
  
  Regards,
  
  ***************************

  
  

  Business response

  07/22/2024

  I apologize for the delay in this response. At this point the dealership has done everything we could do to satisfy ***************. My response on May 21st outlined the reasons why we are at this point. The condition of trailer when *************** dropped the unit off for warranty repairs was terrible. Dirty, Trashed, things damaged that would not have been covered by warranty anyway.  Heartland RV denied multiple repair requests.  Our dealership covered at no cost to ***************. We believe that there is no pleasing this customer.  We tried to accommodate at every point with no success. I believe this could be a case of buyer's remorse. They bought something that they ended up not liking as much as they thought, and they are trying to complain their way to the top, for money or another unit. Before all of this, they tried to trade it in on a 150k motor home that they were not approved for. From our viewpoint, *************** abused her new trailer, and wanted someone other than herself to pay for it. Of course, she "isn't satisfied" with our response, she never will be. Hopefully, both parties can get this resolved and move on from this. 

  Customer response

  07/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  This situation is not about buyer remorse but about holding this business accountable for the services and promises it was supposed to deliver. The dealership has numerous similar complaints on the BBB, and it is imperative for customers to be aware of these unethical practices.
  
  Neglect of ***************** I left my camper with your dealership from November to April for repairs covered under a one-year dealership warranty. Unfortunately, no work was performed during this time.
  
  False Information and Misleading Practices: You are falsely stating my credit application had been denied, I have proven this as a lie with screenshots. Additionally, I was misled about trading this camper in so you did not have to do the warranty work. I have documented evidence that I have provided.
  
  Damage and Theft: After lodging a complaint, my campers battery was stolen, and both the **** and AC unit were damaged. I have proof of these issues.
  
  Additional Repair Costs: Due to your dealerships failure to address the required repairs, I had to seek service at another dealership. I have attached receipts for these repairs, which should have been completed by your team last November.
  
  To resolve this situation, I request one of the following actions:
  
  Option 1: Accept the return of the camper and provide a full refund.
  Option 2: Reimburse me for the costs incurred at the other dealership for repairs that should have been performed by you.
  
  This request is about ensuring accountability for the services promised and provided. Your dealership has multiple similar complaints on the BBB, highlighting a pattern of unethical practices that customers should be aware of.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  10/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Bought camper in june 2022. Was sold an extra service contract i thought was 4yrs for *******. This amount was added to my loan at 5% interest. July 23 i canceled when i learned it was onky 2yr. I felt ripped off. I was to get a ******* refund. That the dealer would mail me. They sent it to the bank. The bank wont give it back. Said the money for warranty goes to bank because they loaned me the money. IT IS NOT A WARRANTY. I feel they conspired to take my money. I already have a loan contract pertaining to the ****. I am not required to change the contract terms. The bank has no say over my refund. They literally stole my money.

  Business response

  11/11/2023

  The customer financed the used fifth wheel they bought through a lending institution, and the warranty purchased by the customer was included in the amount of the bank loan. Therefore, upon cancellation of the warranty,the remaining amount comes off the balance of the loan rather than being mailed back to the customer. Additionally, the dealership has no control whatsoever over the banks policy on issuing warranty refunds. Although were sorry that the customer feels as though the dealership conspired to take her money, the signed bank documents and warranty contract state clearly the agreed upon terms of the loan. Our sales and F&I personnel would not have offered a four-year warranty because our dealership offers two-year warranties only on used units. Also,regardless of the communication between the F&I Director and the customer,the warranty contract visibly lists the warranty term as 24 months (two years).

  Customer response

  11/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]There was no warranty . It was an extra service contract. Please ask for proof where they get any refund back. I will take this to small claims if they dont give me back my money.
  
  Regards,
  
  *************************
  

  Business response

  12/02/2023

  The two-year extended service contract we offer on used units is in fact a warranty and covers unit components as outlined in the signed documentation. Again, the warranty was financed in the bank loan for the unit purchased. The dealership underwent the usual procedure for handling extended service contract cancellations. Any further action taken would be between the customer and the bank.

  Customer response

  12/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *************************
  

  Customer response

  12/07/2023

  The bank nor the dealership had legal access to intercept my refund . My rv contract included the cost of the service contract but they have no legal claim to the partial refund i received a yr later on that contract. Please ask business for proof it does. I will take this to court if i have to.

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a brand new fifth wheel from Edmundson RV. We dropped it off for service under manufacturer warranty on February 18th and they have yet to fix the issues. The A/C ducting was installed incorrectly from manufacturer and they still have not fixed it. It has been three months and they have not even ordered the parts.

  Business response

  07/08/2023

  The customer brought their unit into our service department in February for work to be completed under the manufacturer warranty. Although our service department spent considerable time working with the manufacturer to expedite shipment of the parts needed for the repairs, confirmation from the manufacturer was needed before the parts orders could be processed. Due to lengthy lead times, completion of the service work had to be delayed until the necessary parts were received. The customer picked up their unit from our lot in May and took it back to the manufacturer directly for the warranty repairs. 

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mon Jan 23rd dropped off camper (purchased at Edmundson) for parts/body repair estimate. Nothing was ever said about a estimate fee when I called for appt or when I dropped off camper. I felt the quote of approx $11,000 was excessive and asked that my camper be staged for pickup on 26th. The female that I spoke with advised that there was $174 that was owed before I could pickup...that is when the problems began. Had I know in advance, I could have decided whether or not to get a quote from them. When I arrived, the situation went from bad to worse. I was absolutely furious and asked to speak to a manager who was equally as rude as the one female at the desk who by the way asked me "what did you think that it was free". Actually, I did think it was free as it is a quote and nothing is posted about a fee nor did anyone mention it. As I've been a customer for years, I asked about the board with the services prices that used to hang in the service department...no one could answer because it's been removed. Anyway, at some point the manager made a comment under his breath that he would not repeat when I asked what he said. Then he tells them to call the police which in hind-sight I should have told him to go ahead. What the manager didn't realize is that I just recently retired from the ********************* Then he asked the one female if she advised me of the fee, she only said "I always tell the customer". I let them both know she was lying. At this point, it was either go to jail for this disreputable business or pay the amount. Then they didn't want to give me a copy of the written quote that I paid $174 for. I have purchased 2 campers from Edmundson's and have been by a couple of times lately looking for an RV, not to mention I spend thousands each year maintaining my current camper. Just last year I spent approx $2000 adding an additional AC unit to the Toy Hauler cab...no charge for that quote. Buyers beware of hidden fees and dishonest rude personnel.

  Business response

  03/03/2023

  The diagnostic fee for service work at Edmundson RV Sales has always been in place. Previously, a board was mounted on the wall behind our service counter listing prices for services provided. Management has since replaced the board with flyers that are laying on or attached to the service counter itself. When ************************** had service work completed by Edmundson RV Sales in the past, he had opted to go through with the repairs following the diagnosis of his unit. In so doing, the diagnostic fee was absorbed into the cost of the repairs and was paid following the completion of the repairs. Our service advisor did in fact inform ************************** of the standard diagnostic fee when he initially brought his unit in to the dealership. On the day that ************************* came to the dealership to pick his unit up following the diagnosis,he began by speaking with our service advisors. After our general manager was asked to intervene in the situation and began conversing with **************************,the customer became visibly upset. While calling our service advisors liars,the customer was raising his voice to levels beyond that of normal conversation and his body language signaled that the situation may escalate further and become unmanageable. Due to the customers seemingly aggressive temperament,our general manager thought it potentially necessary to call law enforcement and therefore stated that he would do so if the customer did not continue the interaction in a regular vocal tone. No derogatory comment was made by the general manager under his breath. He was simply reiterating what he had been explaining to the customer. The written quote was not withheld from the customer, and the customers behavior made it increasingly difficult to interact with him. ************************** paid the standard diagnostic fee that we charge every customer who brings their unit in for service work and that all customers are made aware of on the day that their unit is dropped off on our lot.
  

  Customer response

  03/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************************

   

  The business at no time provided any information regarding a quote fee being charged for this service. The employee was asked if she provided me with information at the time of being dropped off. When she replied that she had, if did accuse her of lying to her manager because this was a false statement. I was visibly upset and did raise me voice due to their staff not being willing to resolve my complaint. I appreciate your time with looking into this matter. As a result of the business not agreeing to settle the dispute in the appropriate manner, I will no longer be utilizing the local business for their service.

  
  

• Initial Complaint

  07/05/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The dealership is fighting to keep a $5000.00 deposit towards purchase of an **. Both buyers required to purchase **. Both buyers have not signed by hand to agree to terms of purchase. Dealership refuses to refund $5000.00 to potential buyers who DID NOT PURCHASE or agree to a non-refundable deposit taken over the phone. The sales person misrepresented the product by stating the seats were leather and not cloth, buyers specifically asked for leather NOT cloth. Photos purposefully did not show the seats as requested. Deceitful sales practices. ** dealership not harmed when they have the ** and are able to sell it. Harm to consumers by keeping a deposit meant to go towards a purchase of an Rv that is not being purchased.

  Business response

  08/16/2022

  Mr. and ***************** reached out to us regarding the purchase of a motorhome. After working with one of our sales representatives, the customer signed a purchase agreement and placed a non-refundable $5,000 deposit on the unit. The intent to purchase was communicated and the purchase agreement stated clearly that the deposit was non-refundable. A few days later, ***************** reached out to us saying that she and **************** intended to move forward with the purchase only if the unit had leather seats. Nowhere on the signed purchase agreement was this a stipulation.Although the unit did not come with the leather seat package, we informed the customer that we would install the leather seats at no additional cost to them. We did our best to accommodate the customers needs despite there being no stipulation on which the sale was contingent. After informing the customer that we would install the leather seats at no additional charge, the customer requested a refund.We attempted to contact Mr. and ***************** more than six times but did not receive a response after numerous phone calls. The purchase agreement was signed using Adobe E-sign, a program with an internal audit system that captures both the account and IP address of the signer. The purchase agreement was titled in both buyers names, giving either entity the power to sign. Therefore, the signature of either buyer is sufficient to complete the purchase. The customer filed a dispute with their credit card company and through arbitration it was determined that the customer reneged on their obligation to complete the purchase and that we as the dealer were in the right. The customer is welcome to apply their deposit to any future purchase.

  Customer response

  08/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Response Edmundson **:   

   

  The sales representative, ***********************, verbally communicated with the consumers that this specific model 25M had leatherette/leather type seats.  The sales rep sent the specs and agreement and the consumers asked him why it said cloth not leatherette. Leather type seats were always a spec requirement by the consumers to buy the *** never cloth or fabric. 

   

  The sales rep realized his error, spoke with his boss, and sent a new purchase agreement to be signed, an UPDATED version.  The updated agreement added leather seats to be installed at no cost.  The company did not know when the seats (new parts) would arrive, when the seats (parts) would be installed or when the ** would be ready for final purchase. The sales representative, ***********************, made the error, not the consumer.  The consumers did not have to agree to this new purchase agreement.  The original purchase agreement was voided and rescinded by the consumers, a refund was requested stating the product was misrepresented.  

   

  Timeline:  original agreement sent saturday night, error found sunday, new agreement sent monday 

   

  Regarding the credit card company, the ** dealership refused to refund the deposit on a voided and rescinded contract for misrepresentation of product.  The dispute case was re-opened after the consumer provided more information, emails and pdfs of the dealership error.  It is being re-evaluated.  

   

  If the dealership is not willing to refund the $5000.00 deposit, then the complaint is not resolved and further civil legal action may need to be taken.  The deposit was to be applied towards the purchase of a specific ** that already had leather seats, not for an ** to have leather seats installed at an unspecified later date and not for credit towards a different **.  

   

  See attached.  

   

   

  --

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

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

   

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

  
  

• Initial Complaint

  04/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a new camper from Edmundson RV in June 2021. Took the camper in for service for Service Bulletin from manufacture on October 28,2021. While it was there, they were going to replace the kitchen window seal and inspect the roof (yearly roof inspection recommended). On April 2,2022, I picked up the camper with all repairs completed. Once I got home, the window seal had started coming out. That night it rained and we had water leaking from the roof. Completely unacceptable for company that had our camper for 5+ months.

  Business response

  06/15/2022

  We replaced the window seal, the seal that was sent from the manufacturer. Water tested the window to make sure there were no leaks. The seals should not have come out. We offer a 90 day guarantee and would be happy to take a look at it, at no cost to the customer.

  Customer response

  06/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]The companys response is untrue.  The seal was completely out, there is no way it was water tested.  They also stated they inspected the roof, UNTRUE. It leaked into my camper the night I brought it home from being in their possession for over 5 months and they want me to return it so they can keep it longer?  I wont be satisfied with this issue until the company owner has personally contacted me.
  
  Regards,
  
  ***********************
  

  Business response

  06/15/2022

   I understand that the customer is upset, but the seal was in place when it left our facility. The customer made no mention of it missing at pickup. The seal is made of a hardened material, and it would be very difficult to fall out. We water test all seals, to insure that they do not leak. before they leave our bays. 

  As far as the roof, we did inspect the roof, and found no issues at that time. we would have let the customer know if there were any voids in the roof, for approval to seal. That is a frequent job done at this facility.

  As offered before, we are willing to look at the unit, and repair as needed. 

  Customer response

  06/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  As I stated before, the issues were not resolved by the company.  I took care of the problems myself.  If the owner of the company isnt interested in customer complaints or quality issues, then I have nothing else to say other than I will make sure everyone that I know is aware Edmundson RV is the last place you would want to purchase an RV and they are not interested in standing behind their customer service.
  Regards,
  
  ***********************
  

*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. ↩