Complaints

This profile includes complaints for Reliable Imports & RVs's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Reliable Imports & RVs

  438 S Ingram Mill Rd Springfield, MO 65802-6113

  
• 

  Reliable Imports & RVs

  PO Box 9536 Springfield, MO 65801-9536

  

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:07/23/2024

  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.

  A few months ago I went to reliable imports and bought a 2022 kia ********* from them. Upon completion of the sale they said they'd fix/paint a scratch on the car door before I picked it up, transfer my tags to the new vehicle, and that they'd mail me the title. They never did any of these things, as a result I've gotten multiple tickets, still have a scratch on the door(quoted 3k to fix) and have never received the title. Recently I was in a car accident and the insurance will total the vehicle, unfortunately since I've never received title, the insurance payout will go to the "true owner" of the vehicle and I will receive nothing despite having spent thousands of dollars on the car to this company. The company refuses to take my calls and everyone ignores me when I show up to get an understanding of how we can fix this. I will be out of thousands of dollars and out of a car. I'd like a full refund on all money I've spent on the deposit + car payments (***** + 5425). I'd also like compensation for anxiety, stress, depression,and tickets this has caused me. The business, as well as the person who sold me the car should be fined. I also believe the person in charge of titles should lose their job. They should have never let me leave the lot with a car without a title. They also lied about the tint on the car. The amount of tint on the windows is illegal, they said it was fine, and I've received tickets over it.

  Business Response

  Date: 07/24/2024

  ***** purchased the vehicle 12/11/23 and the title work was sent 12-15-23 via ***** to the address we were given at the time of purchase - proof of delivery is attached.  They notified us on May 1, 2024, that they had not received the title and at that time we ordered a duplicate title.  We received the duplicate and we have left messages for ***** to come and pick up the title, but we have never heard back.  We are reluctant to ***** or mail the title work since it was lost the first time. We are in possession of the title at this time.  Attached is the Buyers Guide signed by ***** stating the vehicle was purchased as is - no dealer warranty.  Also attached is a We Owe form signed by ***** stating the scratch on the door would be repaired by us and nothing else was owed and nothing else was promised. I have no knowledge of the vehicle being returned to have the scratch repaired but we would be glad to repair it.

• Initial Complaint

  Date:05/05/2024

  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.

  In May 2021, I bought a 2015 ******* Sonata from Reliable ******* in ***********, **, along with a powertrain warranty. I soon noticed engine rattling and low oil levels. Initially advised to replace the engine, another advisor suggested driving until the engine failed, referencing my warranty and promising the repairs would be covered.By October 2022, as the original warrantys mileage cap approached and engine issues escalated, I requested an engine replacement. Reassured by a service advisor, I was told to wait to utilize the warranty. I was advised that my "existing warranty has been extended to a lifetime warranty" and promised again that engine issues would be covered. In mid-2023, despite paying for multiple additional services, I was given more warranty promises about my original warranty extending for a lifetime and providing coverage should the engine need replacement. Further engine troubles led to more out-of-pocket expenses, and towing costs when the car became inoperable in late 2023.In March 2024, after another breakdown a 100+ mile towing bill, engine replacement was required and coverage was denied, contradicting earlier assurances. This pattern of unfulfilled promises and failure to operate in good faith has been consistent.Though I understand the limitations of the Theta II settlement itself, Reliable ******* continued to make false promises in effort to persuade me to continue repairing and maintaining my vehicle at their facility rather than using the warranty I originally purchased, or selling the vehicle, as I initially planned to do.******* has acknowledged that the engine in the vehicle I purchased from was faulty. Furthermore, I meticulously maintained the engine of my own expense, and bypassed each chance to sell or trade the vehicle trusting that ******* would operate in good faith. This ongoing issue, marked by manipulative advice and unmet warranty commitments, has led me to pursue litigation next, if unresolved in this forum.

  Business Response

  Date: 05/06/2024

  The statement below has been provided by our Service Director, ***************************: 

   During the most recent visit the car was presented with a failed sparkplug in one cylinder. Pre-Authorization was submitted to ******* as part of the warranty extension and was declined by ******* Motor American, as not related to warranty extension.  A second Pre-Authorization was submitted as Goodwill and it was also declined by ******* Motor America.

  The repair orders listed below indicate prop0er repair procedures have been followed.
  
  History:
  531967 11/24/2021 71407miles - loud clicking noise-found low on oil, performed oil service-no noise
  544301 3/29/22 77897miles lof & maintenance
  551862 -6/7/22 82841miles lof & maintenance
  556893 7/29/22 85342miles ticking noise performed combustion chamber cleaning as per service bulletin
  567100 10/24/22 90185miles lof & maintenance
  613625 3/6/24 120382miles lof
  614408 5/3/24 ****** noise in engine area, Check engine light, another shop checked and said no compression in #2.
  
  -******

  Customer Answer

  Date: 05/09/2024

  Complaint: 21668711
  
  I am rejecting this response. The response does not address the matter at hand: Reliable ******* promised, at multiple junctures over the course of several years, that a lifetime warranty extension would cover engine replacement should the defective Theta II engine in the vehicle require replacement. They used this promise to convince me not to trade or sell the vehicle, nor evoke the warranty I originally purchased, but instead to continue using their service center for thousands of dollars worth of maintenance, diagnostics, and other expenses. Now that the engine does require replacement, Reliable ******* has failed to operate in good faith and deliver on their promises. 

  Business Response

  Date: 05/13/2024

  ***************************, our Service Director, will contact Destin and get the vehicle back to our shop in order for us to correct the problems.

• Initial Complaint

  Date:03/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  3 months ago my wife and I bought a 2013 Lexus CT 200h which we were assured had been fulled serviced and inspected before the sale and no problems were found. We did not buy the extended warranty because we couldn't afford it and we were confident in the dealerships word on the quality of the car. All it took was a long trip for the engine to suddenly start burning oil rapidly to the point that the engine was bone dry by the time we made it to an autozone. It was too late, the engine began knocking loudly and the nearest mechanic we could find said the engine was toast and that even the burning oil was a clear sign that the engine needed replacing.We bought the car for $13k and were quoted $11k to replace the engine. With our first kid on the way this could legitimately financially ruin us as even if we scrap it we still have a 13k car payment that is completely underwater. Apparently this issue with ct 200hs is known and there was a bulletin from ****** about it that we were not made aware of.

  Business Response

  Date: 03/08/2024

  When the ****************** purchased the vehicle not only did we inspect it but we also put a 3-month ***** Mile Powertrain coverage on the vehicle to protect the customer.We also offered him an option to purchase an extended service contract multiple times in which he chose to decline each time. We went over the Buyers Guide with the customer and had him sign it in acknowledgement that the vehicle was sold As Is. Based on the current Carfax it seems the customer has now driven around 7000 miles and did not schedule his FREE service appointment here at the dealership which is set for 6 months or 6000 miles.  Per the manufacturer and based off of the Carfax mileage the customer went past the recommended maintenance interval. We do not accept any responsibility for the engine failure.  
  

  Customer Answer

  Date: 03/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/30/2023

  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.

  They have tried to charge us for parts not needed. The parts that were needed they were suppose to order three months ago and they just ordered them last week. They are not letting me speak to the manager. They only respond to me through txt message. They will not answer my calls or respond to my calls. Now they informed me today that the camper is not in their possession but at another facility getting worked performed on it. They can not tell me anything going on with the camper at the other facility. We would like to have our camper fixed and we do not know what the issue is, it should not take three and a half months to order parts.

  Business Response

  Date: 08/31/2023

  Below is a statement from our RV Service Manager - ****** *******:

  I spoke with **** ******** yesterday. He had some confusion thinking *** ******* (the sales manager) & I (****** *******) were the same person and giving him different information.
  

  All Nexus Coach items have been repaired.
  He has a chassis issue remaining. The vehicle is at and has been at International. They provided an estimate for repair last night.
  They blame the Nexus, Nexus points it to International. I have the estimate at MPP now for review. $2400.00
  
  Issue: International has no ETA on the needed item. The owner has a trip scheduled & needs to pick up Tuesday.
             Operating the RV in current, means the passenger airbag will not deploy in an accident. 

• Initial Complaint

  Date:06/26/2023

  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 have had several problems with my 2017 Thor Four Winds Motorhome. Every time I take it out the electricity doesn't work. They have replaced the part but it doesn't last. I have been waiting for almost 2 years for a stabilizer bar that is cracked and they told me it was backordered and I couldn't drive the motorhome. They kept it for several weeks. I finally went and got it and they told me I could drive it if I was careful. I took it in this Spring and had it de-winterized and checked over for the summer camping and the first time I took it out no water came out of a new faucet they put in, no electricity, the generator didn't work, which was new. The motorhome works if it is plugged in or if the generator is running the whole time. It should work on house batteries when it is unplugged but it doesn't. I am so tired of paying money to fix this " LEMON" and frustrated with Reliable for not being able to fix it to last at least through the season. This problem has been going on since we bought it new in 2017 and we have had the same issues every time. I don't know what else to do. We even paid extra for an extended warranty but it doesn't seem to matter. I have spoken with my advocate at Reliable about this problem but nothing is being resolved. FRUSTRATED CUSTOMER!!!!

  Business Response

  Date: 06/27/2023

  *****'s RV is in our service department today and our RV Service Director, ****** *******, has assured me it will be repaired to her satisfaction.

• Initial Complaint

  Date:06/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Date of communication with company started on 6/8/23 and we traveled to the office on 6/13/23.We are extremely dissatisfied with our encounter with Reliable **. Our communication with ***** via email and text messages had been extensive. I specifically inquired about any potential issues we should be aware of, considering our travel from *******. His response, quoted directly from an email, was, "There are no issues that we have found with it when it went through our shop to get tested." Moreover, ***** was aware of our intention to take possession of the unit immediately and use it for our journey back home. Consequently, we proceeded to book a flight and traveled to ***********, **. Upon our arrival and inspection of the *** we discovered that it had a recall on both the awning and the Fyer Fly system, with a necessary part still pending. Why were we not informed of this prior to flying to ********? They assured ** they would mail us the part, but even then, ***** from the service department expressed uncertainty regarding the overall condition. As a result, the awning failed to function, and we were unable to monitor the tank levels. Essentially, the unit was incomplete, rendering it unusable for our planned trip home. Not to mention, the ** was disgustingly dirty inside and out. It appeared as though it had been driven through dirt roads, with filth found underneath and even under the hood. There was an abundance of hair, including dog hair, beneath the cushions, and the handles and cabinets were grimy. Although they offered to have it detailed, the question remains: Why was this not done prior to our viewing? Additionally, we discovered two broken screens. Without hesitation, I strongly discourage anyone from utilizing this company; perhaps they should be called UnReliable **. This was an absolutely unacceptable experience and far from what we expected from any reputable establishment.

  Business Response

  Date: 06/19/2023

  A check in the amount of $1,785.94 will be issued to ************** today.

  Customer Answer

  Date: 06/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  A check in the amount of $1,785.94 was sent to me yesterday.
  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/24/2023

  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.

  I contacted Reliable RV online on their website. When the price kept going up, I decided to call them. They raised the price to $34,000. It started out at the price of $23,999 and should have been $25,000. I was being nice to go for that. They asked for my card number to secure the transaction so the ** would not get sold out beneath me. I gave my card number to him but he didn't take it out. I feel let down and lied to by them. I said I would have it on the morning of the 16th of January. I gave him my card number on January 20th. It was going to be my home the rest of my life.

  Customer Answer

  Date: 02/15/2023

  Consumer called and asked that we put his complaint as a review on our website.

  Business Response

  Date: 04/20/2023

  The following is a statement from our RV manager in regard to Mr. ******* complaint and this statement was sent to ********************* of your office on February 8, 2023.  We owe Mr. ***** nothing.

  We agreed to make a deal with Mr. ***** on our oldest age travel trailer.  He was wanting to wait until this month (February) to come pick it up.  He doesnt have a truck.  We agreed and we were even helping him to find a truck.  Then he just stopped communicating with us on Jan 18th.  We reached out on Jan 31st. Letting him know we needed to verify if he was still interested.  Or we would need to put the trailer back up for sale. 

  
  His response was.  You should have done that a week ago.You are playing like you cant see my text.
  
  We sent him a screen shot showing we had not received anything and tried to call him.  He didnt answer.  We have tried to reach out 1 more time since then and no response.  So I marked it available again on the website