ComplaintsforBig Country RV Inc

• Initial Complaint

  03/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  **** (Acct Supervisor),This was the last email sent to Big Country RV 2-26-2024:Its been just over a month since we last spoke about the issues I'm having with my licensing. At that time you indicated that you were getting ready to do a month-end close, and that you would escalate this matter to the proper management after the close.Well, it's a month later and either you had a really rough month-end close, and we're unable to escalate the issue or you did escalate the issue to management, and they failed to respond. In either case, this is unacceptable.I have still not received the title for the fifth wheel trailer. I am not sure of the status of the title transfer since I cannot track it, since you failed to send me the tracking information that I asked for several times. The only thing that I can say in certainty is that I purchased the fifth wheel trailer from Big Country RV in September of 2023. Its now February 26, 2024, and I have still not received the title on the vehicle. I am paying storage and insurance fees and cannot use the trailer since it is still unlicensed and unregistered. This is just totally unacceptable.If this were the only action that concerned me about your company, I might be less direct, but by now I can say with confidence, that this is the worst buying experience that I've ever encountered in my life. In addition to this extremely frustrating and costly issue with the licensing, this is not the first issue we've had with your company. Let me explain.When we purchased the vehicle in September, we understood that the vehicle was used and was sold as is, but we were also assured by the general manager that the vehicle would be functional and safe on our drive home. I joked with him that I didn't want to pull out of the parking lot and have the wheels fall off. He laughed and said of course not. All critical items will be functional and tested prior to picking up the Trailer. Well, that didn't work out too well either. As we drove several hundred miles towards our home with the trailer in tow we experienced a blowout of one of the tires. We were lucky that there were no injuries involved in the blowout. We felt good that we had purchased the extended warranty program from you which included roadside assistance. That is until we called them, as instructed, only to be told that the roadside assistance coverage did not take effect until the beginning of the next month, something we were totally unaware of. The attitude of this third party was extremely unhelpful and almost condescending. Basically, their response was too bad and good luck.We called your finance manager who sold us the warranty policy to see if he could assist us with getting the vehicle back on the road. He apparently contacted the company, only to find out that the policy did not go into effect until the first of the next month, contrary to his understanding. Although polite and cordial, his response to us was basically the same, too bad and good luck. This was not what we had expected or wanted to hear from the company that told us: if you have any problems at all give us a call and we'll take care of it.After approximately 6 hours on the side of the highway. We were able to proceed after independently obtaining assistance from a towing company, who proceeded to take off the damaged tire and place it with the spare on the vehicle. We then carefully drove the vehicle to the tire store the next day, only to find out that all the tires on the trailer were rotted. The manager of the tire store said You're very lucky that no serious damage was done to us or the trailer due to the rotten tires. I can't believe that they sent you out on the road with these tires .-------------------------------------------------------------------Our Claim:1- Receive the title so it can be registered/licensed.2- paid for damages incurred to date: 5 New tires $1,054 Depreciation/Diminished Value 6 months $1,000 Storage 6 months $909 insurance 6 months $302

  

  Business response

  03/25/2024

  To whom it may concern:
  Mr. ***** ********************* first visited our dealership on September 4th, 2023. They found a Fifth Wheel that met their needs and agreed upon a purchase. At that time, they were about to leave for an extended out of country vacation. It was agreed that we would hold the unit until mid-October when they returned to finalize the deal. On October 16th,2023, Mr. ***** ********************* returned, completed the remainder of needed paperwork,and took possession of the Fifth Wheel.
  All DMV Documents were electronically sent to the third-party DMV vendor on October 20th for review.  After review Big Country RV Inc. was informed that the ************** required additional documentation. In addition to resigning the title application by POA with the buyers middle name included.Big Country RV Inc. needed to obtain, Buyers One and the Same statements, from both Mr. ***** ********************* showing that both with and without their middle name they are the same person. This request was made to the ********* on November 9th, 2023, and returned to Big Country RV INC. on November 20th,2023 (by both email and mail) and submitted to the third-party DMV vendor that same day.
  In November Big Country RV Inc. was informed that the ************** also requires a Safety ***** Vehicle Inspection for vehicles purchased out of state. Big Country RV Inc. sent this request to ******************** on November 20th, 2023, via email, with directions on how to find the nearest inspections station to him. As of December 1st, 2023, Big Country RV Inc. had not received the needed documentation, so another email was sent to ******************** with directions on how to obtain the needed documentation. December 5th, 2023 (by email only), ******************** returned an alternate form his local DMV advised was accepted. Big Country RV Inc. submitted this document to the third-party DMV vendor on December 6th, 2023.
  The third-party DMV vendor was not aware of this alternate form, it took until January 24th, 2024, to receive approval for use of this alternate document. During the approval process Big Country RV Inc.followed up with both the third-party vendor and ********************. Including another request by the third-party DMV vendor of ******************** to obtain the original inspection form on December 27th, 2023. On January 12th,2024, ******************** again notified Big Country RV Inc. that his local DMV stated the alternate form he sent should be sufficient. Big Country RV Inc. advised ******************* that the documents were still in review with the third-party DMV vendor and that we would relay this information to them again.
  When Big Country RV Inc. received approval on January 24th,2024, for both the alternate inspection form and all other registration documents, the original documents were all sent via **** priority mail to the third-party DMV vendor to finalize processing. On January 25th,2024, Big Country RV Inc. provided ******************** with an update and the tracking number for the final step of processing. When Mr. ********* title and plates will be sent to him. 
  Once the original documents were received and reviewed, by the third-party DMV vendor additional information was needed. Clarification on purchase date was requested as some forms were signed on September 4th and some were signed on October 16th. The Vehicle Inspection form received from ******************** was only a scanned copy not the original, so it was not valid. Revised documents could be signed by POA. Big Country RV Inc. sent all revised documents on February 19th, 2024. There was a delay with the third-party DMV vendor and the final approval was not done until March 4th,2024, when the documents were sent to the ************** for processing. The ************** received all required documents on March 6th, 2024,at 10:21am. They are running at an approximate 21day processing time.
  ***************************, VP of Operations, called ******************** on March 1st, 2024. At that time Big Country RV Inc. felt that Mr.********* concerns had been heard and ******************** was satisfied with the status updates **************** provided.
  Big Country RV Inc. cannot send ******************** the registration documents as they are already in the hands of the ************** DMV in **************. 
  Big Country RV Inc. has reached out to our warranty company to address tire replacement claim. Mr. ********* RV Service Contract began on the date of sale, however since that date was so close to the date of the incident, the warranty company had not completed the enrollment process yet.  Once Big Country RV Inc. has additional information for ********************, we will contact him.
  
  If you need any additional information, please contact us at ************.
  
  Thank you,
  
  ***************************
  VP of Operations

  Customer response

  04/04/2024

  On March 31,2024 we emailed the BBB stating: "I submitted a complaint against Big Country RV in ******* ****** on March 6, 2024. I have not seen the complaint on your website, received additional information from the BBB, or been contacted by Big Country RV. Would you please provide me with the status. Thank you."

  On April 2, 2024 we received and email from the BBB stating "Thank you for reaching out to Better Business Bureau regarding complaint ID ********. I am showing we did receive your complaint and it was sent to Big Country RV. It looks like the business responded to your complaint on 03/28/24 and this was sent to your email address. Please make sure to check your spam for any possible missed emails from us. " We had not received any emails from the business as they claimed, thus the reason that I reached out to the BBB asking for the status on March 31, 2024..

  At 1:12pm CST today, April 4, 2024, I received an email from the BBB stating in effect that we had missed the window to respond...  How is that possible?

  Therefore, please find two attached documents: pdf of our response to the information provided to us on April 2, 2024 by the BBB and a pdf of Big County's response, which was provided to us by the ****** ********** of ****************** content of our response is as follows:

  First, we (****** and ** *********************** or WE) are disappointed that Big Country RV Inc. (****) has chosen not to take any responsibility for the delays in providing us with clear title for the trailer that WE purchased from **** in September 2023, taking possession in October 2023. Although the **** response provides a fairly accurate timeline of events it did not address the unnecessary delays and unresponsive behavior committed by **** or by their agent **** Corporation (****).
  
  Agency law governs the legal relationship between two parties in which one gives the authority to act on behalf of the other. In this case, the party who acted on behalf of Big **** is their agent ****. **** granted the authority and chose to engage **** to act on their behalf and is responsible for the actions of ****. If ****, through their own actions, or in-actions caused damage to us, **** is responsible to remedy the damages.
  
  As a point of reference, as of 4-3-24,WE have still not received a clear title to the trailer in question (2016 ****** Fox 27-5L).
  
  WE have attached a copy of the **** 3-26-24 letter and numbered each paragraph to make referencing easier.In addition, WE highlighted exceptions to facts, non-inclusions, incorrect implications as well as other comments.
  
  Paragraph 1:
  No exceptions noted.
  
  Paragraph 2:
  ******** Comment:  It took 20 days (10-20-23 to 11-9-23)for **** to identify and ask us to complete the Buyers One and Same Statement.This is a normal checklist item regardless of state.
  
  Paragraph 3:
  11-20-23 **** sent an email instructing us that WE needed to complete a Safety & Vehicle Inspection. On 12-1-23 **** sent a follow up email to us stating they had not received the form from us. On 12-5-23, after completing the research of this request, WE sent **** an email with the attached Self-Certification of Travel Trailers More Than ***** lbs. VTR-269 which satisfies the safety requirements,instead of the requested Safety & Vehicle Inspection.
  ******** Comment:  A Safety & Vehicle Inspection could not be completed since they can only be performed for vehicles already registered in *****. I could not register the trailer in *****, since I had not received a title from ****.
  
  Paragraph 4:
  12-12-23 **** sent us another email stating that they still needed a safety inspection.
  ******** Comment: 12-12-23 WE responded by email to **** explaining that WE had already submitted the self-inspection document on 12-5-23.  WE also referenced ***** ACT H.B. No. 198 Sec.548.054 (2023), which stated the form VTR-269 could take the place of the safety inspection.
  
  The **** letter states that: it took until January 24th, 2024, to receive approval for use of this alternate document.
  ******** Comment: It took **** 50 days (12-5-23 to 1-24-24) to receive approval of this alternate document. No approval was needed, the statute is clear. Who was this alleged approval obtained from?
  
  ******** Comment: On 1-25-24 WE sent an email to **** stating This is my last attempt to get this issue resolved, by contacting you. I am not sure of the status of our registration since I have not heard anything, as to the status, tracking number, etc. **** responded via email later that day stating, The third party processor approved everything yesterday and is being sent to them for processing (to *** in *****). Really, yesterday? And **** didnt bother to inform us?
  
  Paragraph 5:
  1-24-24   per **** on January 24th, 2024,for both the alternate inspection form and all other registration documents,the original documents were all sent via USPSto ****.
  
  Paragraph 6:
  2-19-24 per **** sent additional revised documents to ****.
  ******** Comment: WE were again not notified of this additional delay. In Paragraph 5 **** stated that all the documents were sent to ****. It took an additional 26 days to re-do documentation again?
  
  3-4-24 per **** all required documents sent to Texas ***.
  ******** Comment: It took an additional 14 days to forward documents to ***.
  
  ******** Comment: WE were told that **** had sent the documents to the Texas *** on 3-4-24 but WE were not provided the tracking information to validate or subsequently track its process. WE had asked for tracking information both verbally and in writing.
  
  ******** Comment: On 3-25-24 WE went to the ********** ***** *** to sort out this mess. WE learned that **** failed to provide the following required documentations in their 3-4-24 submission: ***** of ********* Trailer Statement of Fact, VIN Certification VTR-270, Self-Certification of Travel Trailer VTR-269 and Certified Empty Weight Slip. The *** stated that they had contacted **** several times and the **** was less than responsive in completing the required documentation. In other words, **** never responded to the *** requests.
  
  Paragraph 7:
  3-1-24 per ***************************** ********************** concerns had been heardand satisfied.
  ******** Comment: **** failed to include the last email WE sent to **** dated 2-26-24, where concerns were clearly delineated, but not addressed in the 2-26-24 response; hardly addressing/satisfying the concerns. This included a financial claim against **** for depreciation, storage fees and insurance on the trailer that WE have not been able to use due to the unnecessary delays caused by ****/****.
  
  Excerpts of the 2-26-24 email are as follows:
  Its been just over a month since we last spoke about the issues I'm having with my licensing. At that time, you indicated that you were getting ready to do a month-end close, and that you would escalate this matter to the proper management after the close.
  
  Well,it's a month later and either you had a really rough month-end close, and we're unable to escalate the issue or you did escalate the issue to management, and they failed to respond. In either case, this is unacceptable.
  
  I have still not received the title for the fifth wheel trailer. I am not sure of the status of the title transfer since I cannot track it, since you failed to send me the tracking information that I asked for several times. The only thing that I can say in certainty is that I purchased the fifth wheel trailer from Big Country RV in September of 2023. Its now February 26, 2024, and I have still not received the title on the vehicle. I am paying storage and insurance fees and cannot use the trailer since it is still unlicensed and unregistered.This is just totally unacceptable.
  
  Paragraph 8:
  Per BVRV cannot send ******************** the registration documents
  ******** Comment: WE never asked for the registration documents. WE do not know why **** included this statement in their response.
  
  Paragraph 9:
  **** reached out to our warranty company to address tire replacement claim.
  ******** Comment: How did **** reach out? Why did **** reach out WE never filed a replacement claim? WE purchased a warranty package from **** which did not include tire replacement. Our concern with the warranty was for lack of roadside assistance when WE needed it the most when stranded on an interstate for 6 hours.
  
  **** stated: ...since that date was so close to the date of the incidence, the warranty company had not completed the enrollment process yet. 
  ******** Comment: This is incorrect. The warranty company clearly explained to both us and to ******************* (**** F&I Manager) that because they had multiple companies/systems, that they only synced their systems at the beginning of each month. It had nothing to do with the closeness of the purchase date.
  
  On 2-26-24 the Better Business Bureau had another claim filed against ****. In summary, the claim stated that they had made a purchase from **** on 10-28-23, and as of the 2-26-24 (120 days) had not received the title, and therefore could not license/use the vehicle. **** apparently sold the item without having clear title/ownership. Does this suggest a pattern?
  
  In Summary, the **** response, in no way helped resolve the issue at hand getting us our title so that WE can use the trailer that WE paid **** nearly 7 months ago. In fact,**** did not take responsibility for any of the unnecessary delays and their unresponsiveness and did not offer any suggestions as to how they would resolve any outstanding issues/claims.
  
  ****** and ** ***********************

  Customer response

  04/29/2024

  On 3/6/24 we filed a complaint with the Better Business Bureau regarding a problem regarding Big Country RV (****) not providing us with a title to the 5^th wheel trailer we purchased on 9/4/2023. As of 4/28/2024 we have still not received titling.

  **** responded to our complaint through the BBB on 3/26/24. Our rebuttal to that 3/26/24 response was made and filed with the BBB on 4/4/24. As new information has since become available, we have additional responses to the **** reply of ***********************. This supplemental information is to clarify and dispute statements we consider inaccurate or misleading in nature.

  Paragraph 1:

  DATE CORRECTION: Our visit to the dealership was on 9/2/23 not 9/4/23. On 9/2/23 we paid a deposit of $1,000. We returned on 9/4/23 and purchased the trailer. We and **** (*******************) signed the Purchase Agreement. A second deposit totaling $3,631.32 was made resulting in a balance due totaling $40,000. The payment for this balance was initiated on 9/5/23 and deposited on 9/21/23 by ****.

  PLACE CORRECTION: We were not leaving on an extended trip out of the country. We were on an existing trip in the ** that was not ending until late September.

  Paragraph 2:

  The turnaround regardless of the email correspondence was 11 calendar days. While we do not have a record of the email, we were required to return ORIGINAL documents. An 11-calendar day turnaround is normal for snail mail.

  Paragraph 4:

  DISPUTE OF EMAIL 2nd Request: We have no record of an email being received on 12/27 regarding a 2nd request for the Safety Inspection Report, nor the original of the scanned Self Certification Report. In the 1/12/24 email, **** references they were going to follow-up with ****. We were never asked to provide an original, nor was this a requirement.

  Paragraph 5:

  MISLEADING STATEMENTS: **** did not initiate contact. They responded to a follow-up I initiated on 1/25 requesting a status update. The tracking information provided to us was not valid and was never used.

  INCORRECT STATEMENT: **************** indicates that **** was in the final step of processing to get plates. This is not true. The first time ****/VITU sent documents to the Texas *** as on 3-4-2024.

  Paragraph 6:

  MISLEADING, OMITTED INFORMATION: **************** fails to mention in the **** 3-26-2024 response that the package sent to the Texas *** was returned to VITU on 3/14.  This was confirmed on April 16 by the Texas *** tax specialist.

  Paragraph 9:

  INCORRECT STATEMENT: ****************** statements clearly show that he does not understand the level 3 warranty coverage that **** sold to us.

  In addition

  Due to violations of both ***** and Oregon *** regulations, the Oregon *** opened Case# 0-012-277-621 to investigate violations. Although a complete audit of **** is on-going, they confirmed that **** had overcharged us sales tax and fees by $846.32 but failed to notify us or refund the overcharges as of 4-24-2024. The *** insisted that the overcharges be reimbursed, immediately.  Based on ****s own accounting records, they appear to have never intended to refund us, and rather attempted to hide the money owed to us.

   

  The Oregon Department of Justice is also working complaint (File number: FF1786-24) which is still in progress.

  

  Business response

  05/07/2024

  The issues with this complaint were resolved with the customer and the customer has been notified throughout the process. 

  Customer response

  05/12/2024

  We purchased a fifth wheel trailer from Big Country RV Inc. (BCRV) on September 4, 2023, and picked up our Texas plates on May 4, 2024, 245 days from the date of purchase. It is sad that **************** has chosen to take no responsibility for unnecessary delays in their processing of the title transfer, nor acknowledge the hardship that this delay placed on us.

   

  **************** said in his April 29, 2024, response that While this one took longer than is usual the initial turnaround time was not abnormal. This statement is outrageous and is not based on any facts. Both Oregon and **************** of ***** Vehicles have statutes requiring titles to be transferred within 30 - 60 days. The state of Texas fined BCRV for delinquent remittance of sales tax and delay in transferring our title. The state of Oregon DMV is in the process of investigating BCRV (0-012-277-621) and should also assess appropriate penalties.

   

  As a point of reference, we purchased a truck from ***************** in ************** on September 4, 2023, the same day we purchased our trailer from BCRV. It took less than 45 days to transfer the title.

  **************** said In looking into Texas H.B. No 198. Sec.*******it can take a few months for all parties to be fully up to speed when legislative changes are made. Again, this is a pure fabrication. This legislative change (see Reference A below) was made to simplify the registration process. Rather than requiring an independent inspection, a Self-Certification of Travel Trailers More Than ***** lbs. (Form ****269) could be used rather than a state inspection which was originally requested by BCRV via email on December 1, 2023. A signed copy of the ****269 was emailed to BCRV on December 5, 2023, and acknowledged by BCRV email on December 6, 2023. In addition, this inspection process has nothing to do with titling, and only relates to the registration/licensing process.

   

  **************** goes on to say: approval of this form was received near closing on January 24, 2024. First, no approval was required, which was later confirmed by the Texas DMV. He goes on to say, We provided ******************** with all available tracking information, implying that tracking information was available and sent. There was no relevant tracking information sent then, since the first transmittal package was not sent to the Texas DMV until March 4, 2024. No relevant tracking information was ever sent by BCRV to us.

   

  **************** then said, Big country RV has issued two refund checks to Mr. and ********************* one for $150.00 doc fee, second for $846.32 over collected Texas Sales and Use Tax.

  The second check for $846.32 was for overcharges both for sales tax and fees. These overcharges were known by BCRV months prior and were never communicated to us until we filed a claim with the Oregon DMV. During the review, the Oregon DMV discovered these overcharges and forced BCRV to reimburse us for these overcharges. In addition, BCRV accounting records suggest that BCRV never intended to reimburse us for these known overcharges, and in fact attempted to pay the Texas DMV fines using these overcharged funds.

   

  **************** goes on to say Mr. and ********************* has assured Big Country RV that they will sign any documents required by the State of Texas to be signed in person at the time of registration. Closing this matter for both parties. That is a lie. No written or verbal assurances were made to BCRV by us.

   

  In summary, BCRV was negligent in their fiduciary responsibilities. As evidenced by their inability to complete a routine process, they caused considerable damage to us. **************** either does not know what was going on at BCRV or is providing untruthful information.

   

  In conclusion, we purchased the trailer from BCRV, so that we could enjoy the recreational benefits of owning a travel trailer. These inherent benefits are known to anyone selling or purchasing a recreational vehicle. We were denied the use of our trailer for over 6 months caused by unnecessary delays in a simple title transfer process. This clearly represents a loss to us. If BCRV would make a reasonable offer to reimburse us for this loss, this and other claims could be negotiated and settled; otherwise, our claims against BCRV are NOT CLOSED and we are moving forward with pursuing claims against BCRV.

   

  ****** and ** ***********************

  ----------------------------------

  REFERENCEE A:

  Sec. *******.  INSPECTION OF CERTAIN TRAVEL TRAILERS BY OWNER.

  A travel trailer, as defined by Section *******, that is not exempt from this chapter under Section 548.052(3) meets the safety inspection requirements of this chapter if the owner submits to the **************** of ***** Vehicles or county tax assessor-collector at the time of the trailer's registration an affidavit stating that:

                (1)  the owner has inspected the trailer during the period prescribed by Section *******; and

                (2)  the trailer is in proper and safe condition and complies with this chapter and the rules adopted under this chapter.

  Self-Certification of Travel Trailers More Than ***** lbs. Form ****269

   

  

  Business response

  07/23/2024

  Hello,

   

  After a thorough review of the complaint, we have determined that a billing adjustment will not be made at this time.

   

  This purchase was for an as-is used vehicle. Additionally, Big Country RV was subject to the Texas DMV process and responded promptly to each request or question from the Texas DMV.

  Customer response

  07/24/2024

   
  Complaint: 21393950
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I outright purchased with a cashiers check a 1998 **** residency from the ******* ****** big country rv location on 10/28/2023. It's now 02/26/2024 and I still don't have plates, tags, or a title. The dealership informed me that the previous owners who sold it to them was a couple . One passed away. There was no survivorship on the title so they need a notarized affidavit to prove inheritance. Which they don't have. The dmv told me today that there is still a lien on the title from it being financed back in 2018. Which was still an active lien: the company refuses to give me the title that is signed.. I mean I paid for it it's mine right!!?? At this point I just want a full refund and something for the 6 months of a headache this has been.. the dealer shouldn't have even bought it in the first place with it having a lien.. how can they even sell it???!they shouldn't have....

  

  Business response

  03/05/2024

  February 29, 2024
  
  RE: Complaint ID ********
  
  To whom it may concern:

  
  *************** purchased her Motorhome on 10/28/2023. At that time, she was in the process of moving from ********** to ******. Since she had not yet established residency in ****** her Motorhome had to be registered in Washington. There were several documents that the ******************* required to be resigned. Big Country RV contacted *************** on November 9th and requested her to return to the store to complete this. After several attempts to bring *************** into the store she resigned the needed documents on December 3rd.

  
  The ******************* received all documents on December 16th. On December 18th they requested an additional document, Affidavit of Inheritance, from the prior owners since one had passed away. Big Country RV has been trying to contact the prior owner via phone,email and text message since receiving this notification. To date there has been no response to these requests.

  
  On January 30th *************** notified us that she had ****** residency and requested that we cancel the transaction in the ******************* and register the Motorhome in ******. Big Country RV made the request to have the original documents returned on January 31st.  The documents were submitted for processing by the Oregon DMV on February 8th. The Oregon DMV also requires an Affidavit of Inheritance. Additional attempts to contact the prior owners have been made by phone and certified letters have been sent to both a physical and Po Box address. 

  
  The Oregon DMV general customer service team has given ************** incomplete information. As a dealership we are required to follow FTC/Banking privacy laws and regulations. Under these laws and regulations, we cannot release one customers information to another customer. This means we cannot give *************** the title and needed documents to transfer ownership into her name. We must submit this directly on her behalf.

  
  At one point in time there was a lien on this vehicle. However,the lien was released on 05/6/2022 by the lien holder. The prior owners did not remove the lien from the title, this is a common occurrence. Big Country RV was in possession of the properly released title from the prior owners showing the lien removal at time of the sale.
  
  On 2/28/2024 Big Country RV spoke with *********************** from the Oregon DMV ****** Services team who confirmed that up to this point all of the correct steps have been taken. 
  
  If you need any additional information, please contact us at ************.
  
  Thank you,
  
  ***************************
  VP of Operations

• Initial Complaint

  04/11/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  March 26, 2023 we went to Big Country RV to see about putting our 2019 Keystone Hideout on consignment with them. We went back-and-forth on the price and finally got to ******. I asked ****** how long the offer was good for and he looked at the floor and said today right now and I thought that was kind of strange. We went out and sat in our truck for a while thinking about it and then ****** came out and we finally went in and signed with him but it wasnt settling well with me. After I went home I just had a gut feeling and so I went online and checked reviews for them and my gut feeling was right there were problems there. The next day I called ****** and told him I did not feel good about the deal and that I wanted my RV back and he said no but Ill let you talk to my manager. So I talk to ********************* and he said you signed the consignment agreement were going to hold you to the agreement. I want ****** to get his cut. You only have two choices: I will keep it for 90 days, or I could take it to the first show and then if it doesnt sell you can pick it up after April 24th. I hesitated and was thinking and saying oh my god this guy is going to keep my RV! I told him that I would do the first showing and if it didn't sell I would come pick it up. After I got off the phone I looked up the rules for consignment agreements. It states it is there for both parties. Either one can terminate the agreement at any time for any reason. April 1st we emailed ******************* to get the new agreement in writing. After a back and forth trying to get him to send us the new agreement, we gave up. We sent an email saying that we were officially terminating the agreement. Immediately after we sent that email, he sent the new agreement.We have contacted the ********** of ******** consumer protection unit. We do not feel that we can trust him and that he will not give our RV back even if it does not sell. Our resolution to this is that we just want our RV back from him.

  

  Business response

  05/15/2023

  After a careful review of the situation in question we have found the following to have occurred. 
  
  On March 26th, 2023, *********************** signed a consignment agreement for 90 days. Nothing in our agreement would prevent ************ from terminating the contract early for any reason. 
  
  On April 12th, ************ came to our store requesting to pick up his unit. He brought with him a notarized statement rescinding his authorization to allow ** to sell his unit. While at the store ************ spoke with both the Sales Manager on duty (who is a different manager than who he had been previously communicating with) and our VP of Operations. During that conversation ************ informed ** of his feelings on how the interaction with our company had been up until that point. They assured ************ that he was able to take his unit and apologized for the incorrect handling up until that point. 
  
  Our policies should have been followed as below:
   All consigned units are done so at the will of the Owner/Consigner
   If at any time the Owner/Consigner want to terminate the contract, they may do so we only ask that:
  o They sign a confirmation that they have picked up the unit
  o If applicable pay for any repairs made to the unit at their request while in our possession
  
  Meetings were held with all sales staff to reiterate the consignment policies and procedures.

  Customer response

  05/15/2023

   
  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.
  
  Sincerely,
  
  ***************************

*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. ↩