ComplaintsforRV Leaders

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/5/22 I purchased a new 2022 Black Series HQ15 TT camper trailer from RV Leaders in Adamsburg, PA. On 10/10/23 I took the trailer to an Elkins, WV, RV garage for a safety inspection before embarking on a cross-country road trip. They discovered that RV Leaders had sold me the trailer with tires and rims that do not comply with the VIN plate specifications. The VIN plate specifies 16" rims with tires that are rated for GVWR 7000 lbs. On the trailer were 15" rims with tires rated for only 2270 lbs each, equaling less than 5000 lbs. Which is not street safe. When I called RV Leaders, I spoke with the manager Kelly S******* who said it was delivered to them like that. RV Leaders took my money and sent me on my way with a trailer that was unsafe for driving on the streets and refused to do anything about it, saying that the manufacturer would have to take care of it. I needed to leave on my road trip so I purchased appropriated tires and rims and had the local garage change them out so that I could leave on my trip. I contacted the manufacturer, Black Series in California, and requested reimbursement, which they refused. They said the tires are not part of the warranty.

  Business response

  11/28/2023

  ******* ****** and **** ******* purchased a new Black Series HQ-15 from our dealership on September 5th 2022. We were contacted by *** ******* on or about October 12th, 2023 regarding an issue with the factory equipped rims and tires on the HQ-15. *** ******* was advised by a third party that the tires and rims, that were installed and equipped from the manufacturer Black Series, may not meet the requirements listed on the manufacturer's VIN plate. As a courtesy, we contacted the manufacturer, Black Series, and informed them of the perceived issue that the customer had. The manufacturer subsequently contacted *** ******* and offered to replace the tires and rims at no charge to her, even though the warranty on the unit had expired September 5th, 2023. The tires and rims on the unit were originally installed by the manufacturer during production of the trailer and the unit was sold with the same equipment as it was originally delivered to the dealer. The manufacturer has offered to replace the equipment, tires and rims, that the customer has issue with. If this solution is not agreeable with the customer, then the complaint should be directed to the manufacturer and not the dealer.

  Customer response

  11/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  RV Leaders should not have sold an unsafe trailer whether or not they sold it as received by the manufacturer or they changed the tires and rims themselves.

  Their claim that the warranty had expired after one year is false. I have paperwork that the warranty expires 9/5/2027 or after 999,999 miles.

  Regards,
  **** ********

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2023 High Altitude camper trailer from RV leaders in PA and they delivered my trailer to my home in NJ. I also utilized a concierge service to act as my representative. The purchase and deal went through very well and included delivery, tax, title and registration in NJ all through my buying agent. The Trailer was delivered on 9/8 without any tags or paperwork. The temp tags arrived 9/15 after i had to complain to them multiple times along with my agent. The dealership told me that it may take a few weeks for the registration and tags to go through so they gave me a 2 month temp tag. I began inquiring again about the registration and tag on 10/2 since i did not hear from anyone from the dealership. After getting the wrong information first, Rich let my agent know they work with an outside vendor that will handle this. The temp tags expired on 11/13 and I still do not have any registration or plates for the trailer, also now the dealership refuses to work with my agent. The tracking number sent to me was the wrong number and went to someone in Utah as well. I would like to see some evidence that my registration, tax and title were submitted correctly and in a timely manner but they are not showing me anything. Currently i have a trailer that i cannot use, and the only resolution they gave me is to have a letter explaining the issue and hope the police would understand if i were to get pulled over.

  Business response

  12/08/2023

  In regards to ** ******** complaint, when our customers choose to finance their transaction and their primary residence is out of the state of PA, the finance institution requires that we (the dealer) utilize a 3rd party title/tag service to register the unit properly in the customer's home state thereby guaranteeing that the lien is properly recorded and their (the financial institution) interest in the title is secure. We do collect the proper state fees/tax from the customer and forward that on to the title service. Once we send the fees and information to the service, it is basically out of our hands. Opus VTR is the 3rd party service that we used and we responded to ** ******** many inquiries and provided him with all the information we were able to regarding Opus VTR and their procedure. Opus VTR did contact us and let us know (which we relayed to ** ****** in a timely manner) that they were exceeding their estimated time of delivery do to a high volume of applications and logistics issues. Fortunately, ** ****** contacted us to inform us that he received his registration and plate from Opus VTR on November 30th, 2023, so at this point, the matter has been resolved.

  -Kelly S******* GM

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2022 obi dweller. When we initially picked up the trailer, it needed to be jumpstarted to even function. Upon taking it home, the batteries were not holding any sort of power storage. We took it back in they fixed that issue We went out on a camping trip with the trailer and the only power we could use was for the refrigerator the batteries were not recharging via solar I’ve taken the trailer back again and it is currently waiting on a converter My issue is that the trailer hasn’t worked correctly since initial pick up They were supposed to conduct a quality of the trailer before release to myself it’s obvious there’s been multiple issues with the trailer since purchase I’ve asked to speak with the company president and have been ignored I did make a negative review on Google. I was told that I would not get me my part any quicker. is that how a general manager should be speaking to a customer who has a complaint At this point, I just want RV leaders to buy back the trailer or at least make a payment on the trailer

  Business response

  11/03/2023

  ** *********** OBI camper is currently in our service department awaiting parts from the manufacturer to address the intermittent electrical issue that the trailer is experiencing. When the manufacturer ships the parts to us, we will install them on the trailer. We cannot control the speed that the manufacturer ships the parts. If ** ********* is unhappy with our service department, he is free to take his trailer to another dealer to have the warranty work performed. I doubt that another dealer can have the part shipped any faster than we can as we have already submitted the warranty claim to the manufacturer and had the parts and work approved. As soon as the parts are received, we will make it a priority to affecting the repairs and make the trailer available for pickup.

  -Kelly S******, GM

  Customer response

  11/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* **********

  Business response

  12/12/2023

  We have addressed ** ************ *oncerns and he picked up his trailer from our service department with the issues corrected on November 8th, 2023. Let me know if you need any additional information.
  
  -Kelly S******* *M

• Initial Complaint

  04/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In my opinion, This company is really a bad debt to business and shouldn’t be allowed to even sale anything to the public without disclosing the shady business they do. If you look online they have somehow took off the reviews as you can’t leave any through Facebook or many other places. I’ve always thought that’s because if you have a bunch of bad reviews you can close reviews so no one can see them. But I purchased a new camper from them in may. Paid in full. Then when I left got hounded by them that I didn’t pay for some items. Even tho it was the quoted amount of 25k or whatever it was. But I told them I left the lot taking the camper on a trip and they hounded me over and over to pay this debt they said I owed, I can’t remember but it was like 700 or 900 dollars. The sales rep even called me saying how upset his boss was and I just paid it so he didn’t get in trouble. Ok. So about a month goes by and our fridge quit. I called several time and they didn’t return my call. I text them and was told service would get in touch with me. Never happened. So I lost 300 in food that I just bought from Walmart because the fridge wouldn’t come on. Next day at the rv park I called a service tech from a mobile place And they helped me reset the fridge (breakers) and it worked. Ok. Things happen. Now, 9 months later, we go again and our slide will not come in and is stuck open. So, I call them. No answer. Leave a message, nothing. Text the number they text me many times from when they sell the rv and got a response saying they will have someone from service call me. So I have no other option than call a service tech from a mobile place who had to come and get it in for me and find out the slide controller is faulty. (He is a certified ******* technician). So apparently they have had so many bad businesses reviews with the poor business they found it’s better to just ignore the customer. I mean I have a slide open and can’t move and

  Business response

  05/04/2023

  The additional monies that *** ******** is referring at the beginning of his "customers statement" is for additional equipment/services that he purchased over and above the purchase of his trailer. He authorized RV Leaders service department to install an optional weight distributing hitch on his new RV/haul vehicle and additionally requested that a brake controller be installed in his haul truck. The amount of this requested service was $899.02 inclusive of parts, labor & sales tax. When M** ******** took delivery of his new trailer, he neglected to pay his service bill at the time of delivery and that was the reason we contacted him after the sale to collect this debt, which he did pay in full. Regarding his most recent issue with his trailer slide, it is unfortunate that we did not contact him back in a timely matter and we understand his disappointment in our response. He is however free to contact any Forest River dealer across the United States as his 1 year manufacturer's warranty is valid nationwide and if in the future he requires warranty work, we would be happy to provide service for him but it may be to his advantage to contact a Forest River dealer closer to his home location.

  Customer response

  05/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  From: ***** ** ***************************
  Date: Tue, May 16, 2023 at 9:39 PM
  Subject: Re: You have a new message from the BBB serving Western Pennsylvania regarding complaint **********
  To: BBB Info <[email protected]>
  
  
  Here is the thing.   No other dealers I’ve called  will see me because I didn’t purchase the camper there.   Call around and ask, they will tell you this. L******* even said they know of this practice and didn’t understand it, ******* is the company that made the slide out but they won’t help without a dealer fixing the issue and billing them under warranty.  The nearest opening I can get is October of this year (off season).  My warranty has went to waste because they refused to answer my calls, texts etc.    So now I have to buy a new controller $650 from ******* through a mobile RV repair person, to fix the issue because they refused to help me, knowing this shady business tactic.    They did the same thing when my refrigerator broke and I lost all the contents.    I don’t expect them to be on call for me, but when one calls and texts and messages over and over a simple call back will be nice when they said they will call me, I actually have it in text they would call me, if you would like to see it, but never did get a call , but they called me every hour when they needed me and I answered out of respect which doesn’t go both ways.   
  
  They dropped the ball and now I am out at least 650 bucks for the part, plus labor to install it.    Either send me a new controller or refund me, that’s fair I think, and, like many many many other customers I’ll be done with them and never need them again, but I feel a resolution needs to be made or I think the public should be warned of their shady business methods of ignore you and you cannot go to just any forest river dealer as they say, as they typically won’t accept you in a timely manner, if you don’t buy the rv from them until the off season.
  
  I was told they will be there for service.   They lied to me.     Lied to me. 

  Regards,

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

  Business response

  05/17/2023

  It is unfortunate that we cannot control other dealers practices and policys. RV Leaders has honored many manufacturer's warranty claims for many customer that did not purchase from us. We can address his warranty claim if he brings the camper back to us for service. He also has the option of contacting Forest River directly for warranty issues, they should be able to assist him with the claim process and direct him to a local dealer that will honor his warranty (call 1-574-825-7000 or email [email protected]). The manufacturers warranty and all coverages are provided by the manufacturer, not the dealer and ultimately the manufacturer is responsible for honoring the warranty.

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used camper from this dealer and I am from western NY. This was a used unit and when I toured camper to purchase I requested that the roof seals were check and resealed. Due to finding moisture on counter of camper. So the dealer agreed and put in the sales contract seals that it would be checked and re sealed were needed. Had camper home a week and figured I would check the inside, found water on counter and in the cabinet, called dealer two times with in span of 4 days. To get a call back. In the mean time I had camper sealed by mechanic that works at local camper place in the maintenance, to prevent more damage from occurring. Finally got a Call by service manger after a week. Real rude on phone and told me that they sent sealant in the mail and for me to seal it up. Which was the wrong sealant due to having sloped roof. Local mechanic said it would run off. So then I called 4 times to talk to owner of rv leaders and all I could get from the sales manager is that owner isn’t happy with how camper was not gone over and was upset about it and apologetic. But still received no call and it been exactly another week. Called two days ago and he supposedly in a meeting every time I call. Lastly this dealer charges 2000 dollars to go through camper and included is cleaned and washed and battery replacement. They didn’t change battery due to them not stocking correct battery. So they gave me a battery that wasn’t the correct replacement. When I picked up the mechanic said they didnt need to do much cause it was clean. So never washed or cleaned. Just disappointed the owner couldn’t reach out to me. Not the normal one to file complaints but just wanted to put out there for others. I just wanted owner to here me out and maybe just help with cost of repairs of roof that I paid them to do and they didn’t do. So just wanted to know really what I paid 2000 dollars for when they didn’t even complete what was on the contract. Just disappointed.

  Business response

  03/31/2023

  We would be more than happy to address ** ***** concerns. We will re-clean his camper and inspect his roof to apply any additional crack sealer that may be required. He will need to bring his trailer back to the dealership to have these concerns addressed.

  Customer response

  04/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ********* **** so my concerns are that no body contacted me back from dealership about the matter when i kept calling trying to talk with owner and got no response from him at all, and now they want to fix and help me over a month later. So I paid a guy that works for an rv dealership locally to already fix the problem on the weekend when the water was coming in and got all insulation wet inside the walls. So one thing is now I have to live with that damage, and now rv leaders the 2000 were they didn’t do much at all. Now they want me to drive back and pay over 300 dollars in fuel, and probably pay for a hotel room because sealant needs 24hrs to set up before travel. So I guess in the end I have to take in the shorts no matter which way u look at it. Unfortunately I live far away but I got postpone delivery and extra week for this camper to be gone through. Just don’t understand what this did for the additional 2000 dollars. Paid local guy 300 to reseal and take inside apart to dry it all out and put back together. But the only thing mechanic said he did was do a gas check. I think 2000 a bit steep from all the other stuff that didn’t get done. 

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  purchased a new camper from them. had multiple problems and returned on multiple time to have repairs done under warranty which were addressed from purchase date (Dec 2020) and yet still the repairs are sloppy and poor workmanship. Last time l returned for warranty repairs was Oct 2021 went to pick up in Jan 2022 but repairs weren't carried out properly so l left it for them to repair it correctly. Due to many parts an delivery problems coildnt pick it up until July 2022. Appears they delayed pick up so it would lapse my warranty. Stereo sound system still not stereo sound. Water leak behind shower taps ( 2 attempts have been made already). Panelling and woodwork insecure and poorly fitting and sharp nails/staples protruding. Toilet door jamb replaced once under warranty its worse fitting and 7 ugly screws protruding. nothing but problems since new. Now both my batteries are dead and have failed LOAD TESTING. (They both need to be replaced). Should under warranty only just over 1 year old. it's been a LEMON. They assured me they had competent tradesmen but alas l see otherwise.

  Business response

  09/01/2022

  We, RV Leaders & Camping Outlet, repaired ** ******** RV and made it available for him to pick-up with the requested repairs completed. The battery issues that *** ****** is experiencing is due to the fact that he installed an additional battery himself on his RV, against advice from our service department that doing so would cause problems with his system. The customer is inventing or creating problems that did not originally or do not exist. The warranty is provided by his RV's manufacturer and it's length and terms are dictated by them and not this dealership. The only delays that were experienced were due to shipping delays and logistics which have plagued our industry as well as many others because of the ******** ******** and it's lasting effects. If the customer wishes to return for additional repairs, he's welcome to do so, however, as he originally purchased his RV on 12/12/2020, his warranty expired on 12/12/2021. All repairs performed after that date were done as "good will" for the customers benefit. Any additional repairs requested will be at the customers expense.

  -Kelly S******* GM
  

*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. ↩