ComplaintsforUwharrie RV

• Initial Complaint

  03/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased a camper from Uwharrie RV on 3/14/24, paying with cashiers check. As paper work was being done I noticed the title had 2022 model, we had been told the camper was a 2023 model. ***** to ask questions about discrepancy and was told it was a 2022 and they were sorry we were told wrong, as he explained that this was during a Covid time and they had now reduced the price to sell. Being concerned of the time on the lot, the owner assured us that a complete service would occur from top to bottom and it would be like brand new with a 1 yr warranty. We planned to pick up on 3/19/24 with a walkthrough and assured everything would be done. We arrived at appointed time 3 pm and camper was not ready, not cleaned, the walkthrough was not specific to how everything worked. After an hour and comments to the salesman and the manager about our disappointment that it was not as owner had promised, we hooked up and our son pulled to our house. As we tried to extend back slide out, nothing happened. The specific tool to extend slide when it fails, did not work and a piece broke off camper. Also a blind had fallen from a window in route. The trip from Albemarle to our home is 10miles. The manager was called and told us to bring camper back. We returned to access the problem on 3/20/24 to discuss the disappointment and requested that it may have too many issues for a new camper and we would prefer to cancel sale. We were told that could not happen, a part had been ordered and things would be repaired but no timeline is available. Uwharrie RV has $45,877.95 in their possession and we have a camper with several problems. Another visit made to site the afternoon of 3/20/24 accomplished nothing. We feel we have had a COVID problem dumped on us. The promise of a complete inspection and cleaning of the unit was not done verified by the same trash on the floor and several problems when we did walkthrough. Consumers should not have to deal with these problems.

  Business response

  04/05/2024

  Customer was fully aware of model year and explained that if they were not comfortable with proceeding with the purchase they could take their check and walk away. A full pre delivery inspection was done on the unit with RVIA Certified Technicians. Extra time was allocated to the inspection based off of customers demands and additional items were added for the customer, to accommodate their needs. Full walk thru was completed, unit was picked up and done. Next day we were told that there was an issue, hard to believe when Certified Technicians triple checked the unit, whether user error or things just supposedly happening overnight, our staff responded immediately. Customer was put in front of all matters at the time to accommodate for unhappiness. After numerous discussions and man hours to accommodate customer, all matters were addressed and completed. Customer is happy and content. 

  Customer response

  04/05/2024

   
  I am rejecting this response because:
  Their wording is not totly accurate. Their response sounds as I was un reasonable.  Their was a problem with the travel trailer immediately after pickup. But after 2 1/2 weeks they fixed the issue and cleaned the unit and we have now.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have asked on countless occasions for a we owe document they agreed on to be fulfilled.Ive been told we sent it via Amazon and it was delivered and if your like me you know how Amazon works if it wasnt delivered you contact them and they credit and reissue and verify the address and reship. So why cant this business do that. Its not a lot of money but for some reason they just wont follow through.Last time I called I talked to ****** and he assured me it was going to be handled.Ive had Cashina hang up on me when I was upset that they havent sent it. I didnt curse her but I did discuss taking them to small claims if they didnt honor the document they signed and agree too. Its been almost a year and Im at my whits end.Im asking for your help Its not a lot of money for a double tank mount a double tank cover and a regulator kit they promised but for some reason wont fullfill.Its not a lot of money but Its about honoring your word as a business. When you put something in writing and sign and say youre going to do something you should do it.A persons word used to mean something!Please correct this so we can change this rating Ive attached the items in Amazon that are like what I should have gotten. Nothing so far.Ive also messaged and emailed no response and it really is starting to feel intentional.Sure I could show up file small claims and win but its a 3 hour drive.Please resolve Thanks ****

  Business response

  11/17/2023

  WE OWE forms are part of every deal so that it is clear at the time of sale what else is owed to the customer. One year later and we are still being haunted by customer about items that have been shipped numerous times. It never takes a year for WE OWE items to be fulfilled. When we asked almost 11 months ago did he receive his items, the stories began about not receiving shipped items. Here we are, one year later still getting mugged about items that have been sent. Customer was treated with respect and we went above and beyond to satisfy customer. We even accommodated the customer to sleep in the unit overnight at the dealership even before he agreed to purchase. We hooked him up with power and water and basically tucked him in. Rare, but small things we do for customers to make sure they are happy. But here we are, talking about small claims court for not receiving promised item. At this point in time we would like to cease all communication and make it known that we do not intend to do business with again. 

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a travel trailer in June of 23 and yet still no license. Get the run around with every call. It's like "the chech is in the mail" routine. It is very hard to use our new purchase when it can not legally be on the road. This dealership feels at ease with putting people off !! Almost like a scam.

  Business response

  11/17/2023

  For all of our out of state customers who purchase a unit from **, that require financing, we use a third party provider to handle all DMV paperwork. The third party provider is ********. At the time the customer signs all their paperwork, we provide the welcome sheet from ********, so the customer will have a phone number and name to call if they have any questions with their DMV items such as the title, **********, registration information. ******** has a dealer portal for us to track where they stand in processing the paperwork for a customer. In this particular situation, ******** processed all the paperwork for the customer and mailed the tag to the customer. Some how the tag got lost by the ************** post office, or the mailing address was changed, or customer misplaced the tag. One way or another, the process that was explained to the customer about paperwork and DMV, was handled correctly. When the customer called to say he/she never received their tag, we explained the process again. Customer called again, and we explained again. Customer called again, we tried to go above and beyond to help in something we couldn't control, by explaining that everything has been processed and they should go to their local DMV unit and request a new tag. At this point in the transaction, we have done everything that we can do, but we do not control the ************** or NY DMV. Would recommend to the customer to follow our suggestion of going to their local DMV and requesting a new tag. 

  Customer response

  11/17/2023

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

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a toy hauler from uwharrie rv on 12/19/22. At the time of purchase, a few issues were identified with the trailer. More were identified shortly after. I have made numerous phone calls to Cashina and ****** at uwharrie rv to get this issues resolved. The majority of the time I have been IGNORED. The few times they would reply, I was given excuses. I spoke with cashina and a Service Manager OVER A WEEK ago and was assured the matter would be resolved. I followed up on Wednesday and was told NOTHING had happened. I currently have issues with my bed (the frame is broke), the couch (the legs buckedled underneath), the frig trim is coming off, tempered glass for stove shattered, lock for the door doesnt work, prop to hold the door open broke, screen door was cut too short and will not latch shut and a ladder attachment on the side but no ladder. I was also told I didnt have solar panels yet I do. Ive never been given instructions on how to operate and now the battery is dead. This has been THE WORST purchasing experience Ive had. Im beyond frustrated and debating bringing in attorneys to help resolve at this point.

  Business response

  03/09/2023

  I am at a loss for words on this review. He has been answered every time he has called the dealership. I agree he has several issues and when the first issue came up, it was the bed and I told him the service technician was off for the week. The tech had bought a new modular home and was having his home delivered and set up. We had blocked that week for no warranty issues to be brought in and he said ok he would brace the bed and we could schedule and he could come in at a later date. I did not hear from him until one Sunday morning he was FaceTiming my personal phone and I didnt answer. Monday when I arrived at he dealership he had left several voicemails about the tempered glass and I called back and spoke with him and I told him Ive never seen that happen unless something was dropped on it and he got furious with me and was talking side ways to me so I ended the conversation. I then gave the heat case to the manager at the time ******. Unfortunately that didnt suit him speaking with ******. ****** resigned after that and my assistant got a call from Mr. ****** and he was irate and said ****** didnt contact him back and I told him ****** was no longer with us and I was going to schedule him to come in with the trailer and he told me he couldnt at that moment because he had a tripped planned. I thought that was odd because he was so adamant about the warranty work. We started a claim with the manufacturer and tried several attempts for him to bring it in and he said several times he had trips planned. At this point I dont know what to say or do to resolve this matter. 

  Customer response

  03/13/2023

   
  I am rejecting this response because: I am the one that has called to follow up on every piece of this issue and WHY I submitted this complaint. Case in point, I called and told uwharrie rv that I would be dropping off my camper this past Sunday morning since NO ONE was calling or working to schedule anything. 
  

  Am I irate? Yes! I paid $30k for a brand new unit 3 months ago. The unit has a laundry list of issues (please see above). I have had to consistently call and follow up to get only here. The dealer has not taken ANY proactive steps to help during this timeonly excuses

  
  

  Business response

  03/21/2023

  On behalf of Uwharrie RV, I would like to address the complaint from *********************. **** purchased a toy hauler from us at the end of December. It was brought to our attention that he had some issues with the trailer. All manufacturers are closed until the middle of January every year, so we were not able to process any new service work until they reopen. Most all new units come with a 1 year manufacturer limited warranty to allow time to fix any issues, like most new items. When a customer has an issue, they call and schedule a service appointment and bring their unit in for service. Our service department, like most service centers, is backlogged ***** days. ****, wants his unit fixed immediately. Well, it doesn't work that way. Once again, an appointment has to be setup and then a unit brought in for service. That doesn't work well for **** apparently. After many negative phone calls and harassment from ****, we got the Manufacturer involved. They clearly stated the unit must come in for service and cannot be fixed via the phone or Face time. We were finally able to get **** to bring his unit in. We assigned a technician to his unit and have started the service process. At this time, we are waiting for approval from the Manufacturer on the needed service work and parts. There is no way to expedite or get things done at ****'s timeframe, but we are working diligently on his unit, like we do for our customers. We do not service any units that we did not sell, so we can provide the proper service to the customers we did sell a unit to. At some point and time, **** will need to realize that we are doing the right thing and follow the process.

  Customer response

  03/23/2023

   
  I am rejecting this response because:

  Apparently, Uwharrie RV needs to reread the original complaintat some point.

  My complaint IS and HAS BEEN the lack of communication with Uwharrie RV. Negative phone calls from customers are prevented with proactive phone calls from you

  
  

*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. ↩