ComplaintsforBud's RV World

• Initial Complaint

  04/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Sales Manager ***** **** showed me a **** ****** ***** **** 180 travel trailer on 3.14.2022. After I expressed my concern about what I had researched my vehicle was able to tow he said I was wrong and referenced a sticker on the jeep saying I could tow 4000lbs. Reassuring me several times and said let's just run your credit. I agreed to a $200 credit check fee later applied to down payment if approved and agreed to sale. About 2 hours ***** called and said I was approved. I said I wanted talk to someone who knew for sure I could tow the trailer before I agreed to the sale. I said I would come in the next day. On 3.15.2022 I checked my account and saw a withdraw for $2000. I did not authorize that. I called and told ***** about it he admitted to it and said to come sign the papers. I also saw a $200 withdraw that I didn't recognize. When I spoke with the Finance Manager ***** ***** about the weight he looked on ****** and got the same info I did. ***** came in and told him he had already talked to *** ******* the shop manager and said it was fine. They charged me $1000 for a tow package. It took 2 weeks for them to schedule my service for that.. Then according to *** *******, ***** **** took the air brake control assembly off the work order. Later he did put the assembly on my jeep but he tried to charge me and additional $500. When I picked up my jeep from the first service, the shop manager *** ******* said I really needed an additional tow assist feature and it was another 2000. When I hooked the trailer to the jeep it was clear it was overloaded but again I was told it was fine. The jeep is not made for this and I told ***** I can't use it and he said he couldn't help me and I had to sell it myself. I asked for a trade and he said he would try but I haven't seen anything from him. I've spoke with 3 other dealers about this and they all said I was scammed and said I needed to take it back to them. Also he was inappropriate with his conversation/contact

  Business response

  04/27/2022

  In response, to Complaint ID#********
  
  
  The claimant indicated that they purchased a **** ****** ***** **** 180 travel trailer from us on 3/14/22. The claimant, was advised that the her vehicle was able to tow the travel trailer with a brake controller. The claimants 2017 Jeep Patriot has a braked towing capacity of 1200kg/2646lbs. The 2017 Rpod has a weight of 1201.6kg/2649lbs with a mounted spare tire. However, the claimants travel trailer did not have a mounted spare tire, eliminating approximately 32kg/71lbs. This puts the travel trailer weight at 1168kg/2575lbs, which puts the customer under the max towing capacity by 32kg/71lbs. The brake was installed at this time the claimant was offered a additional sway bar, which would have helped with control of trailer, which she declined. The claimant also states that she did not authorize a deposit of $2000 that she saw on March 15th 2022, we have attached the signed “Buyer’s Orders” that were dated March 14th, 2022. The towing package was included in the total cost of the unit not in addition to the cost, the claimant was not charged for a $1000 towing package as she states. The claimant entered into a loan contract knowingly and willingly.
  
  We have done everything on our end to satisfy the customer. We were not wrong in the towing capacity for the vehicle as you will note in the attached forms. We will not be offering a refund, correction on credit report, or billing adjustment.
  
  
  
  Thank You,
  
  Miranda Williamson
  
  Service Manager

  Customer response

  04/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [I went to an authorized jeep dealer and did confirm my original research that my vehicle is not rated to tow this rv. The service manager printed the specs/trims. I have attached that image. Also, he did confirm that adding brakes does not control the amount of weight allowed on my vehicle. At no point was I shown the business's printout nor was I or the jeep dealer able to confirm that information provided by the business.

  
  Regards,
  
  **** ****

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2021 Prowler 315bh by Heartland 3 10 2022 I paid $24,500 I took the travel trailer home 3 days later it rained and I had a water leak at slide out I call budsrv they said it was common and could fix it at same te the power converter stared smoking (possibly water from leaky slide out got to it ) budsrv did fix the problems 4 days after getting camper back home I hooked water to camper to make sure winterize lines were clean noticed water in floor in rear bathroom and pouring out from underneath camper same location I called buds rv they said it was not cover and I would have to pay them to fix it icalled today 4 4 22 about fixing the leak and pay for part of it was told we will call you in about 1 hr and let you know 2 hrs go by I call back they hung up on me I call back thinking we were accidentally disconnected the lady got I'll with me and hung up the phone I call back no one would answer the phone. I feel I have had the camper less then 3 weeks and never even used the camper and should not have to pay out somewhere in the neighborhood of another $1000 to have the camper repaired and in useful condition

  Business response

  04/11/2022

  In Response to Complaint ID ********

   This customer purchased a Pre-Owned Unit on March 8th 2022. He purchased a 2021 Heartland Prowler 315BH. Each and every pre-owned unit is sold AS-IS, these units are not covered by warranty in any way unless the customer purchases an extended service contract. The customer chose to opt out of this purchase. Upon the customers first initial complaint of having a leaking slide issue, we repaired the damages and replaced the power converter on goodwill for the customer. The customer then found another issue, when he was told that this repair would be at his cost he was very irate.

  The customer states that calls were not returned and in fact that employees intentionally hung up on him. The date in question, we were actually having phone issues due to heavy rains. We were unable to hear any customers who called that afternoon. We were not able to answer calls, receive calls, or return calls for several hours due to this issue. We will be happy to take care of the customers current issues, but the customer will need to pay for all repair costs. We as a company have already offered a goodwill gesture to take of the customer, but we will not continue to hand out this repeatedly.

  In recap, the customer purchased an AS-IS Pre-Owned Unit, the customer opted out of purchasing an extended service contract which would have most likely covered their issue, the customer was not being ignored nor treated poorly, we were having phone issues due to weather which is beyond our control. We feel as though, we have treated the customer fairly and with respect.   We, however, will not be paying for any repairs to this persons unit whether the work is completed here or otherwise.

   Sincerely,

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

  Bud's RV World 

  Customer response

  04/11/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  ***** ******

• Initial Complaint

  03/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Refused to give back a deposit. Did not sign a contract and was told that if I came and the motorcycle was not what I wanted that I could get it back. I went there and they refused to give me my deposit back saying I wasted their time.

  Business response

  04/04/2022

  Our standard policy for over the phone deals is as follows: When we agree on a price, we then consider the unit as "sold, not yet delivered" We then cease all marketing and remove the unit from online sales websites. We then require a deposit of good faith that the customer will uphold their end of the deal and follow through with the purchase and explain our refund policy. We will return a deposit if we are unable to obtain financing or if the salesperson has been dishonest in their description of the unit. We do not refund a deposit if a customer simply "changes their mind" because of what we have to do in ceasing all marketing of a unit.

  
  

  ***** *****

  Bud's RV World

  Customer response

  04/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I was told by the salesperson that I could get it back if I didn’t want it or changed my mind. If he had not said that I would not have put in the deposit. I am still expecting my deposit back due to dishonesty. 
  
  Regards,
  
  ***** ********

  Business response

  04/13/2022

  In response to the customers  compalint, we have had the same policy from day one as far as deposits go. We will take a deposit once we have an agreed upon amount to hold the unit  until the customer completes their paperwork and picks up the unit. When we receive that deposit, we then cease all marketing of that unit and take down any advertising or list the unit as sold. We do not refund a deposit simply because a customer changes their mind and that is explained to the customer.

  ***** *****r

  Bud's RV World

  Customer response

  04/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. That is not how it was told to me therefore there is dishonesty on your side. I was told I would be refunded and did not sign anything to you saying I understand the deposit is non-refundable.

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

  Business response

  04/27/2022

  In response to CL#********.

   

  The sales person is no longer with the company to validate any misgivings on the part of the customer. It will be our pleasure to issue a full refund of the deposit of $500 based on the information presented to us. We no longer have the customers information and will need it to move forward with the issuance of the refund.

   

  Thank you

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

  Customer response

  04/28/2022

  What information would be needed? Thank you for acknowledging my issue.  

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

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• Initial Complaint

  12/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought this on a buy here pay here type of deal and put a substantial amount down and when I started having issues like the toilet, leaks and the Co2 sensor keeps going off daily I have even taken it in and left it while still making payments on it and was told that there was nothing wrong however they did charge me to winterize it and for parts that they felt would be beneficial - they knew that this was something that I would be living in so in leaving it with them created a hardship - when I decided that I had had enough and wanted to sell it back to sell it them for a discounted price; which they would have still have made money on all they wanted to do was take the camper back for what I owe on it and the toilet still leaks and the Co2 sensor still goes off daily -

  Business response

  12/29/2021

  Dear Better Business Bureau, Inc,

   

                  Regarding Complaint ID #********. This Customer leased a 2021 Keystone Hideout travel trailer from Bud’s RV World on February 23,2021. The  customer entered into a lease agreement with the company. They agreed to eighty-four monthly payments at the rate of $410.00 per month. The customer has been making payments as described per her lease.  

                  On August 2nd we performed a “Goodwill” service call to the customer’s unit. They having been outside of our service area would’ve accrued a $500 service call fee. they was not charged for this.  The shop manager reset the fuse breaker and checked all fuses for microwave issue which was her complaint. All were working as intended at the time. The customer then called in September stating that the electrical issue was continuing, as well as intermittent CO2 monitor alarming.  She was advised that we would not be able to come back out without charging the Service call. She then opted to bring the unit to us on October 6th and said she would leave it until November 20th.

                  During this 6-week period, the shop manager addressed each of the concerns the customer had. The list included leak behind toilet, radio not coming on, vacuum relay popping when microwave was on, CO2 sensor intermittently going off, Restring shade in slide out.  The toilet was pressurized on 11/15/21 @ 3:10pm under pressure overnight @ 9:50am 11/16/21 there was no visible leak. Tested Radio turned on

  immediately to 106.9 on both zones. Microwaved potatoes for 9 minutes and while running vacuum the relay never popped. The shade was restrung. The CO2 sensor was tested 11/15/21 @ 2:50pm LP on leak test at 3:49pm and No Leak @ 4:15, the sensor operated as designed. The customer was asked about a winterization during this time period due to several freezes that came through the area, she agreed to the winterization and the cost. Upon pick up, the. customer was advised of our findings, the shop manager told her that he believed she was not receiving enough power supply from her pole at her trailer park. It was suggested she purchase a surge protector that determined the voltage she was receiving. She indeed found out that she was not receiving enough power and had her utility company come out and put in a new box.

                  The customer later called asking for her payoff. She spoke with accounts payable and was given a discounted payoff amount of $16,765.97 on 12/16/21. Her remaining balance at the time was $28,620.98. She then asked if we would purchase it back at a discounted price. This is not how a lease system operates. The company would not purchase back a unit that until the lease is fulfilled is still our property as the contract states. We were willing to take the unit back without the customer being liable for any outstanding payments made. In the contract that Ms. ******* entered on 2/23/2021, outlined on page 3, states that upon early termination “you agree to pay us the following items. A vehicle return fee, all accrued and unpaid amounts that are due or past due, the amount by which the Adjusted lease balance at that time exceeds the Realized Value, All official fees and taxes imposed in connection with the Lease termination”.                

  So, I can with certainty say that we were not only fair in our customer service with this customer, but we went above and beyond our duties as a company. We will not be issuing a refund of any type to the customer.

  Sincerely,

   

  

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

  Bud's RV World, Warranty/ Parts/ Service

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