Complaints

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I submitted the proper paperwork for a refund for the remaining balance of the service contact that I purchased at the time that I purchased a camper from Midwest ********** which I have since traded for a different camper. I am owed a refund of approximately $3,950. The refund paperwork was submitted to Midwest ********* on July 9, 2024, and we were told they would get the refund processed for us. As of 09/09/2024, the refund still has not been processed, despite contacting the "finance manager" on multiple occasions, and being told they will get it done. At this point, Midwest RV is blatantly refusing to refund us the money owed to us.

  

  Business response

  09/17/2024

  I think there was a disconnect here and no "blatant" refusal.  When customer was contacted he stated he recieved the check on Septmeber 9th.  The same day as the complaint was filed.  Please remove this complaint. 

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So with them we purchased a used RV from them. We decided to go back with them, give them another chance. After the 60 days, we noticed all the problems. We told them and gave them the opportunity to fix things. The salesman touted how the wall would keep us warm in the winter. The manufacturer said it was not supposed to be lived in. We feel the salesman lied to us. I think they were just trying to get the Rv sold, the son of the owner condescends to us. We feel like we were duped, taken advantage of and it's going on 90 days and they only have a few insignificant pieces in. They know they sell crap. I don't think they are doing their due diligence, they should have had this expedited. I want them to buy back the RV and restitution for all the trouble this has caused us.

  

  Business response

  10/10/2023

  We are unfortunately unable to repurchase the camper from *********.  Although there are repairs needing to be made under the manufacturer’s warranty the camper has never, not been able to be used.  We have no record of any appliances or systems that need repaired.  We realize that the trim pieces and various other complaints are disappointing and frustrating the camper has not been out of service.  Midwest RV nor Coachmen, the manufacturer, offer service calls or onsite repair.  We have a scheduled opening for the repairs for when the ********* can make arrangements to bring the camper in.  We are committed to doing our due diligence to ensure the repairs are made in a timely manner and performed to the manufacturer’s specifications.  We can assist in helping the ********* get the camper to Midwest RV since their truck is still not functional as customer good will.  
  Below are statements from the sales representative and the person who spoke to ***** and went to them to take pictures and get parts coming for the repairs needed.
  
  
  “When ***** came back to me for their 2nd camper, they told me they want something that will work to travel south for winters. Jim had a truck they needed to get some work done to it, but it would be ready soon. They said they needed something that was warmer. I told them none of the campers are made for 4 seasons around here. She assured me they were going to be out of MO for the winter. So, I showed them what they wanted.  ***** then came back to me later about having some issues. She then said they are no longer traveling south. Plans changed with Jim’s health, and they had to stay around here.
  
  When they came in, they said they were not staying around here for winter. And they understand that there would be modifications like adding an apron around the camper. Thank heaters. I never said the walls were rated for winter. I told them the walls are made of Azdel and are hydrophobic and made of composite. They would not have the issue they were having with their last camper. I know that I have answered or followed right back up with ***** and Jim any time they have called or reached out.”
  
  **** ******, RV Specialist
  
  
  “***** called recently to voice her concerns about the quality of the unit but refused to take pictures or bring it in for us to look at it. After speaking with her, I stated that I would go out to her unit to take a picture and get the parts needed on order.  Of the parts on order, we are still waiting for the manufacturer to ship the show enclosure wall.  All other parts are now in stock. She is also upset because her initial plan was to drive down to Florida with it, but her husband's, Jim, truck broke down and they can't afford to repair it at this time. We certainly understand they have some concerns, and the manufacturer’s warranty will cover any and all workmanship defects without any hesitation.  Unfortunately, they are also upset because they want Coachmen, the manufacturer, to pay to change the layout and standard features that were all present when they purchased the trailer as it was design from the manufacturer. For example, they say the toilet sits too high for them and that coachmen or Midwest should replace it. They also think the interior lights should be a different style and that they shouldn't have to pay for them either.  Warranty will not cover changing functioning as built/designed items solely because the customer has decided they want something different.”
  
  **** *****, General Manager

• Initial Complaint

  09/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In March we purchased a 2023 Keystone Cougar 5th wheel trailer. We started having problems with it before it pulled off the lot. The pigtail was bad, and an awning piece fell off when I was in **************. I was told to take it back to St. H3430353638**30313134H. When I took it back to Midwest there were 17 things wrong including 2 major leaks. They fixed the issues but now the slides don&#**;t go in. We have had to run back and forth 3 times due to issues with the trailer. We don&#**;t feel safe in the vehicle. We tried to take it back and get something else from Midwest. The owner said it would be $0 down due to our credit. Then a sales agent called back and said we would need to put down $20,000. Then we received another call that we would have to put another $47,000 in addition to the $20,000. They do not want to take back the ***

  

  Business response

  09/15/2023

  Although we do understand your disappointment, Unfortunately, we are not the bank and they are the one who requires more cash down.  The ** you are wanting to trade for is 2x the amount of the current ** and this is a factor in the lender asking for more cash down. This has no bearing on if we want the Cougar back.  We are more than happy to trade with you if can secure financing for the ** you were wanting to purchase.  We will be more than happy to supply your lender with the buyers order for the transaction.  All of your issues were repaired under Keystone warranty and the last time you were here, there were no issues with the **.  You were using a 15A outlet to power a 50A **.   

  Customer response

  09/18/2023

  Complaint: 20611297
  
  I am rejecting this response because:
  It was not a 15 amp it was 30 on a reducer from a 50 
  
  
  Sincerely,
  
  *****************

  

  Business response

  09/19/2023

  When Mr. ****** called he stated he had unplugged the ** and plugged an extension cord into that outlet. Confirmed it had power stating the cable box was lit up.  Regardless, when plugged into a correct receptacle there were no issues with the coach.  

  Customer response

  09/20/2023

  Complaint: 20611297
  
  I am rejecting this response because:
  You said no money down than you wanted ****** then you wanted ****** down plus the ******. 1st you had to fix slide out than it was the pig tail then the awning piece fell off then 17 other things went wrong now we have had breaker and fuse problems not once but twice this 5th wheel is unsafe and I want that on record and I am though with dealing with you on people. 
  
  
  Sincerely,
  
  *****************

  Customer response

  09/23/2023

  Midwest is taking care of the problem I am satisfied with the outcome 

*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. ↩