ComplaintsforRV Retailer New Mexico, LLC

• Initial Complaint

  09/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  “BUYER BEWARE” I’m going to keep this short because I am in the process of hiring a lawyer. I’m an out of state buyer, I’ve been looking for a particular RV for some time now. ***** had advertised the one I was looking for. Again, long story short because there were lies and deception between picking it up. But when I went to pick it up it wasn’t the RV they advertised and wanted to buy. I gave them multiple chances to make it right and they did NOTHING but try and blame me. Now I’m stuck with a RV that I didn’t want. So DO NOT BUY from this dealership, they have no integrity, they will lie and cheat to make a deal.

  Business response

  09/13/2023

  I will admit we had the wrong used unit advertised. We offered to refund him his money, we offered to supply a transportable toilet, which the original unit was missing, he refused both, he left the dealership multiple times the day he came to look at it, and eventually he decided he would accept the trailer we had, and he hooked up to it and left. He was never forced to hook up and take it, HE was offered a refund and cancel the deal. The manager apologized many times and ultimately the customer decided he wanted to take home the trailer we had. I truly wish the model was marketed correctly. There was an error when inputting the details. We apologized, we offered to cancel and refund his money and he chose to keep the trailer we had available. 

  Customer response

  09/13/2023

  Complaint: ********
  
  I am rejecting this response because:
  This is a straight up lie. They told me that I had already bought the trailer and there is nothing they can do. I asked them to buy it back from me and they said no they couldn’t do that either. They did say they would give me a canister toilet but there was one in it already. So I asked them to buy the parts (seat cushions, table, toilet and toilet cabinet) from ******** and I would install the items to make the layout like the trailer I wanted to buy and that they advertised. As you see in the text (in the attachment) with the manager, I was denied this request to. 
  
  
  Regards,
  
  **** ********* 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  08/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased a 2022 Cruiser RV Radiance 21RB in June of 2023. The unit purchased comes standard with a table that mounts on and off in front of recliner charis. When went to pick up RV after their pre inspection, we were told that they have to order us a table because they took it out for another floor model. I have called numerous times since to parts and spoke to ******, he says "not sure what's going on and has to do with manufacturer and will call me back," but never does. Last Saturday 8/12/23 we stopped in near closing time and the salesman **** ******* said he would find out and call us the following Monday, we recieved no call. I called parts again today 8/18/23 and ****** said "let me talk to so and so ( forget the name) and will call me right back." Of course no call! We purchased the RV that includes the detachable table and want our product! It has been difficult to sit down and eat without a table and have missed out on numerous occasions. It's extremely unpleasant and unprofessional of the company to keep giving the run around. We would like this matter resolved receiving the product that it was supposed to come with that we already paid for with the rv purchase or give us the money including shipping/handling and will order ourselves.

  Business response

  08/23/2023

  Good morning,

     I apologize for your frustration and appreciate your patience. I have reached out to the manufacturer and received an email this morning (8/24/2023) that the door is shipping out today. I have a tracking number and will be monitoring the shipment daily. Again, I am sorry for the inconvenience.

  Customer response

  08/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** *****************

  I did speak with **  from Aloha yesterday, I sent him a picture of where the table mounts because he said he didn't know. And from this response it appears they have placed an order. But I want to point out that they said "door" ordered, it's NOT a door. So hopefully this was a typo on their end and have ordered the correct table with parts needed to attatch. Will keep BBB posted if they don't. Thank you for your help!

• Initial Complaint

  07/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 17th, 2023 I decided on purchasing a camper so I put down a $2500.00 deposit via Credit Card. On June 26th, 2023 I decided not to go through with buying the camper and called ***** ** immediately to cancel and get my deposit back. My salesman ***** told me I would get a call back from the manager ***** before getting my deposit back. It has been weeks and I have not heard back. Every time I call ***** ** they refer me to ***** but he never picks up or gives me a call back. I am still waiting for my deposit.

  Business response

  07/24/2023

  Hello, and thank you for giving us the opportunity to earn your business. The refund was prompty requested by the finance dept. The approval process usually takes 2-4 weeks. I do wish my finance dept had proactively reach out to you and let you know that. You refund has already been approved and mailed out. You should have already received your refund back to your account. 

  Customer response

  07/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ********* ********

• Initial Complaint

  10/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an appointment for a safety recall repair and asked for extra work to be done (install four tank heaters) on our travel trailer. I made it very clear to the service writer that the unit was used full time by a travel nurse and the unit had to be ready by the following Saturday morning so it could be moved to the new nursing location. The service writer assured me it would not be a problem and was quoted 1 hour labor per tank heater. The unit was dropped off Monday morning at 8am as agreed. 1-2 days later I was called and told there was a leak that had to be repaired prior to the tank heater installation. I was offered no pictures, video, or explanation of what was leaking. Due to the full time use of the unit, I agreed to the repair, and was quoted $1000 for it. I received a call on Friday morning asking if I was picking up the unit that evening. I advised we agreed prior that I would pick it up Saturday morning at 8am and that had not changed. I arrived to pick up the unit on Saturday morning and was told it was not ready and would not be for at least 3-4 hours. After speaking to a person identified as the manager, I was told the bill would be discounted "some", with no set amount given. I went back to pick up the unit several hours later after getting a message that it was ready. When I arrived, in a rush due to the lost hours, I was given a service ticket with little to no explanation for the labor hours charged and no discount listed. Furthermore, the amount was far higher than the quoted amount. When i asked about the promised discount, I was told it was applied, but wasn't listed on the ticket. I had to pay in full in order to leave with the trailer. Once we arrived at the new RV site later that day, i noticed the propane regulator recall had not been addressed and still had a leak. I reached out to the manager that had been texting me and never got a response. Once connected to a water source, a leak was found. It looks like the tech's fault.

  Business response

  12/21/2022

  BBB Complaint ID ********

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

  Complaint: Repair Issues

  Mr. ******** dropped off his unit to add tank heaters to the underbelly of the unit for winter use.  Upon removing the underbelly of the unit, it was determined that there was a leak in the tank system that would require additional work to be completed prior to completing the tank heater installation.  Mr. ******** was contacted about the additional work needed and he approved the repair.  The repair took longer than previously thought to complete and thus pushed the repair past the agreed upon Saturday morning 8:00 AM pick up time.  The unit did get completed on Saturday before 12:00PM.  If the unit still has a leak, Mr. ******** would need to bring the unit back to Aloha RV for repairs.

  Mr. ******** also indicated that the unit had a service recall which was not completed at the time of the repairs.  Mr. ******** can contact the manufacturer ***** ****** and find a location near when the presently resides to complete that recall.  ***** ******s customer support phone number is 574-825-9679. 

   

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

  Service Manager

  Aloha RV

  Customer response

  12/21/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  No fault was accepted by the business. No offer to repair their damage and new leaks. I will not do business with Aloha again.  A complaint will be forwarded to ***** ****** as we have found more damage caused by the"repair"
  
  Regards,
  
  ***** ********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

*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. ↩