ComplaintsforUnited RV Center

• Initial Complaint

  07/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Was dealing with this company until last August over an item purchased from Amazon that was not as advertised. This company substituted a cheap Chinese knockoff of what was supposed to be a ******* product. The arrogance and condescending nature of the tech support representative is what made me pursue this. They had a million excuses ! But NOT ONE excuse addressed substituting a cheap Chinese knockoff for a *******-branded product. These people are simply hoping I'll forget and get lost. That is never going to happen! I got ripped off for 170 bucks and will never forget. NEVER ONCE was a solution offered by UnitedRV. If fact, the tech support guy was continually engaged in what I call, Trying to listen with his mouth open -- and running full speed. Trying to find a kind soul in ***** to personally deliver this back to UnitedRV... That will be a good way to 'celebrate' getting blown off almost a year ago. I AM NOT going away, UnitedRV...

  

  Business response

  07/11/2024

  First, United RV has been in business as a reputable, industry recognized RV dealership for over 65 years and we have a had a great partnership with ******* Airxcel since their inception in 1967 and we only sell factory new ******* products.   We do not substitute parts and we do not sell any "knock-off brands" or Chinese versions of any ******* Products.

  Next, we will need an order number or reference number for any orders we supplied parts for to investigate the back story behind this to respond further.

   

  Thanks

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

  E-Commerce Manager
  

  United RV Center
  

  Customer response

  07/11/2024

  Complaint: 21973275
  
  I am rejecting this response because:  Same story they gave me last year when nothing was done.  They're asking me to repeat what has failed several times with respect to their business.  They NEVER ONCE listened to me elucidate I wanted OEM ******* parts and not a cheaper Chinese knockoff.  They were rope-a-doping me -- hoping I would fade away.  I got talked over and rude comments.   I placed this on my calendar to revisit 10 months ago when I was still trying to deal with them.  I want what I ordered -- an OEM ******* part and NOT a cheaper Chinese knockoff !  A ******* part was shown in the ad !  No text indicated substitutions of any sort could be made, because I have learned that ****** well with Amazon.  UnitedRV is an Amazon 3rd party seller and 90% of my problems with are with...(wait for it !)  3rd party sellers !  Amazon abandons you with respect to complaints about 3rd party sellers after they get tired of hearing about problems like this.  I want this documented and I want my OEM ******* A/C control unit !  Anything unreasonable about that ?  UnitedRV has everything on hand they need to deal with this.  All my info -- everything.  And they have the order number...
  
  Regards,
  
  *******************

  

  Business response

  07/16/2024

   There is nothing to accept in this replay, the complainant was asked to provide an order number for reference, not a disertation on his personal optionion of Amazon Sellers, which is exactly why the Amazon platform exists and is so successful.  For the record, Amazon redacts customer information on Amazon orders to Amazon merchants, especially more than a year after the fact as this complainant alleges, so we need an order number to even review and respond to this message factually.  

  I will reiterate that after 65 continuous years of being in operation as a 3rd generation family owned and operated business, that has had an close ongoing business relationship with the manufacturer directly, we do not offer "cheap chinese knockoff" parts and we only order directly from the manufacturer, so this is not a valid complaint to start with.

  Further it sounds like the complainant has personal issues with Amazon Merchants and Amazon in general and is directing his personal issues towards United RV Center as a 3rd party Amazon merchant.   This really sounds more like a personal vendetta against 3rd party Amazon merchants, than a business / transaction related issue or product issue.

  This tangent does not include the 1 thing our previous reply requested, an order number for the related transaction, its just a rant.
  

  Any business transactions we do through Amazon, or any of our multiple E-Commerce channels, is done according to the Terms and Conditions of the platform we operate on.  We most likely have already addressed this concern with the customer and with Amazon through the Amazon platform and this is just an ongoing effort by the consumer to damage our stellar reputation in both the ** industry and as a "Top Seller" on Amazon.

  Based on the complainant stating that this issue stems back over a year ago, United ** likely will not contribute to any type of settlement in this apparent smear campaign, but we will be more than happy to review the facts behind the complaint and give more fact based background and documentation once the complainant provides a valid order number as requested for us to confirm he has done business with us and to review the details behind the complaint.
  

   

  Regards,

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

  E-Commerce Manager
  

  United RV Center
  

  Customer response

  07/16/2024

  Complaint: 21973275

  I am rejecting this response because: 

  
  I didn't want to have to explain this at any point but I will.  As I became more disabled I wanted to find a peaceful, rural place.  I found it -- overlooking ******************* from the hills of ***************  Only a hundred bucks a month for the lease by a fellow, benevolent Veteran.  I have a little niche in the forest for my RV. Two days after the
  RV was moved here (20 December 2022) an unexpected snowstorm trapped me for six days.  Neither my Escape Hybrid with city-street tires nor myself was going anywhere and on the second day I was almost out of fuel.  If I ran out of fuel I would have easily been in danger in less than an hour.  A friend from *********** in a 4WD got through on Christmas Eve and took me for fuel...  Since then furnace, hot water heater and A/C failures have all been instructive. Lessons learned.  I have replaced many components in this RV for the sake of peace of mind and obvious failure or wear,and purchased spares for almost everything else.  I have hundreds of dollars into spare parts. I also have considerable fuel storage now.  In the winter or summer the heating and cooling cannot be allowed to fail, but if so must be repairable on the spot, immediately, by myself.  For both the heating and cooling systems I now have those parts -- including refrigerant, a compressor, gauges, furnace blower motor and many other parts.  All well and good !  BUT every spare part must be an exact OEM match !  No Chinese knockoff "conversion kits" such as UnitedRV sent me.  RVPartsCountry then (when I purchased the unit from UnitedRV) had the exact same unit I received from UnitedRV for circa 60 dollars.  Right now the unit is $63.60.  But I didn't purchase it -- I went with UnitedRV that showed an exact OEM match on the product page for circa $160.00.  Gee -- why would I do that ???  Because my mobility is terrible and my physical ability even less.  And my eyes are going bad.  I can only raise my elbows above my shoulders for 7 or eight seconds -- ten seconds at most.  After about 8 seconds I am on the couch and in pain for while.  A 15 - 20 minute job can easily take me 2+ hours.  But that's OK -- IF I can fix it on the spot.  Replacing this unit is overhead work and steps must be taken to convert the wiring.  I would not be able to accomplish that work.  That involves work with a multimeter to check the conversion work is correct, and making wiring connections and I can't do it.  What I can do is 'plug and play' an exact OEM match.  I went to the vendor showing an exact OEM match and paid almost 300% more than RVPartsCountry. Does UnitedRV get it now ?   
  
  
  Regards,
  
  *******************

• Initial Complaint

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bought water heater,and door listed for it per their ad. Sent totally different door. Called,told I ordered wrong part. After not being listened to ,and being told I ordered wrong,got frustrated as person would not listen to what I was saying. Person hung up on me. When I called back a manager chewed me out for calling the guy an idiot,which never happened. Had me a private customer confused with a call from a rv tech. Treated like c*** Finally after big hassle they are sending parts they say will work. Never apologized for sending totally different part than ordered,made it all out to be my fault they sent entirely dofferent part. Would never order thru them again. 0 customer service like other complaints

  

  Business response

  07/02/2024

  **************** placed an online order # ****** with us on 06/22/24.

  The RV Water heater he ordered requires ordering an exterior access door separately, which **************** also ordered.

  The design / engineering of the exterior access door and water heater was changed mid production run by the manufacturer and resulted in some doors being shipped without the new style retainer clip, which is a new update that is just getting out to dealers.

  **************** called to report a fitment issue with the door and water heater, regarding the alignment of the old style catches for the exterior access door, versus the catch that was built into the water heater from the factory.    He spoke with one of my staff members, who tried repeatedly explaining that we did not "ship the wrong exterior access door" and that it was the correct door, but was a design change.

  After attempting to explain this several times, **************** was obviously frustrated, but rather than being professional and just requesting to speak to another staff member or manager, **************** felt it necessary to call my staff member an idiot and start escalating with the agent trying to assist him.

  My staff is empowered to disconnect calls with abusive customers or if vulgar language is used in violation of the ******* Communications Act as well as our United RV Center Terms of Service, which my staff member did after being insulted.

  Subsequently, **************** called back and spoke with myself as the **Commerce Manager for United RV Center and was advised that United RV Center has zero tolerance for this type of interaction and abuse with our staff.

  I explained the factory engineering design change with the doors and that as a courtesy, we would ship out the retainer catches to him at no charge, although we normally refer customers to contact the manufacturer for them to provide the part at no charge in these scenarios, as per the manufacturers process.

  This was resolved and a solution was provided and **************** was advised again very transparently that if he needs our assistance in the future, we will expect him to treat our staff with the same professionalism, courtesy and respect we treat all of our customers with.  If **************** chooses not to do business with United RV Center in the future, we can certainly understand that and agree it may not be the best partnership if he cannot be professional in situations where there was a human error.   At the end of the day, we are not perfect, but we do a pretty solid job going above and beyond for our customers as evidenced by the 2500+ ****** ****** reviews and long-standing 4.8 ****** rating and tons of unsolicited customer feedback online, but we do draw the line when things get out of hand.
  

  This should fully resolve this complaint as United RV Center has provided the access door retainer catches to the customer at no charge.

  Regards,

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

  **Commerce Manager

  United RV Center
  

  Customer response

  07/02/2024

  Complaint: 21925876
  
  I am rejecting this response because:
  Must have had 2 complaint calls at same time as accused of calling employee idiot which never happened ,while explaining that asked me as rv the h how I handle customers. When I informed them I was just consumer tone changed a bit. They neither one would listen to anything I said kept trying to maked it my fault when they did not send the door part number I ordered. Tried to explaine and got excuses of they work long hours etc etc etc.  never once Im sorry this happened,immediately made it I ordered wrong part,when I knew what I wanted. Would send return info and when they got door back they would send the one I ordered.meantime rv is not useable because of door issue. Contrary to their insistence it had to do with old water heater and coach. Had correct part I ordered I would have been done and satisfied. 
  Regards,
  
  *********************

  

  Business response

  07/10/2024

  I'm not sure what is being rejected here, since there has already been a concession made and the adapters that were required due the factory design and engineering change from the very old water heater the customer replaced with an updated redesigned model.

  No one made any excuses about "responding to the wrong person", I am very clear on whom I spoke  with and what conversation I had.  As I advised the customer when I took the escalation call from my staff, I was at my agents desk when he was berated and insulted by the customer and I spoke with the customer immediately following my staff member disconnecting the call per my direction.

  No one made any excuses about "working long hard hours", that is a fact that myself and all of my staff is working a lot of overtime every day through these long summer months which is the peak of business in our industry and very transparently, I let the customer that I would not tolerate anyone mistreating or verbally abusing my staff as hard and as long as we are working to meet the demands of our valued cusotmers and that I expect them to be treated with equal respect that we extended to our customers and that we would tolerate nothing less.   Subsequently to me explaining this, ************************* advised me, "Please apologize to *** on my behalf, I am sorry", but now alleges he did nothing of the sort.
  

  My previous response addressed all of the concerns expressed by the complainant previously, regarding the engineering and design changes to the product, the fact that the customer violated our zero tolerance policy for abusing or berating our staff, and we provided the customer a very detailed explanation of why these new style retainer clips were required by the factory when replacing a very old and obsolete / discontinued product with a new product designed with new technology and installation styles.

  There really is no need to continue to debate semantics back and forth at this point as that is all it seems to be a this point

  The required hot water heater access door retainer clips have already been sent to the customer as a courtesy at no additional charge so on the side of United RV Center, this dispute is completed at this time as there is no further settlement or solution to provide at this point and we thoroughly explained the entire scenario with the customer prior to this complaint being filed and the customer agreed at that time that this resolved his issue and he agreed to treat our staff more respectfully in the future.

  Respectfully,

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

  E-Commerce Manager
  

  United RV Center
  

• Initial Complaint

  06/28/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a Dometic ************************************************* a plain cardboard box with 2 pieces of foam for packing. If it was packaged properly I would not have this problem. And United RV keeps throwing up buy the shipping insurance well if it is packaged right shouldn't need the insurance. The way I see it is that the insurance that they want to add on is nothing but a racket. And all the want to do is put you off on someone else hoping you will just give up on trying to get your money back. Told me that if I pay the around $150 more for shipping and shipping insurance they would replace it. That is not acceptable.

  

  Business response

  07/02/2024

  On 06/21/24 ********************* placed his 9th uninsured order # ****** for a sensitive and fragile porcelain / ceramic RV toilet, as well as, a fragile RV water heater with United RV Center.

  We add shipping insurance by default on every order that is placed.   It is optional and can be removed, but there is a disclaimer that clearly and transparently explains the following;

  "Package insurance protects against loss or damage during transit. By NOT including insurance, United RV will not handle damage or loss in transit, you can still work directly with the carrier to resolve any claims."

  **************** acknowledged this when he made an educated purchasing decision to save the $41.96 that it would have cost to insure his $941.81 order for fragile RV products.  

  This issue has been brought to his attention on at least 6 occasions between July 1, 2022 when he placed the 1st of 10 historical orders through our online parts store.  He has repeatedly either ignored or declined our follow up attempts to encourage him to insure his orders.

  UPS / ***** and most national shippers carry a $100.00 minimum liability on uninsured shipments and this has also been communicated to ********************* multiple times through our 2 year business relationship, so he was aware of the financial risks he assumed when he opted of his own volition to cut corners and save $41.96 by not insuring his order.

  As is customary for uninsured orders that we receive, we reached out to the customer again before shipping his order to advise him that he did not purchase shipping insurance and gave him a 2nd opportunity to purchase shipping insurance for the order before it was shipped.   **************** once again ignored our message as is kind of expected after working with him over the last 2 years, and instead he opted to accept the financial risks of shipping expensive and fragile products in an uninsured manner.

  Now that he finally received a product damaged in transit by the shipping provider, after 9 successful shipments over 2 years where he was fortunate enough not to receive anything damaged or lost in transit, it is an issue.

  Although as stated in our disclaimer, if the order is placed and shipped without shipping insurance, United RV Center will not participate in any settlement or remedy, we do often intervene and provide out of the box solutions, as we did with *********************.

  First, he was advised once again, about the shipping insurance and he was given the opportunity to seek a recovery from the shipper, which immediately escalated him and he started being nasty and demanding full payment or a new replacement toilet.

  Strictly as a customer courtesy, we offered him a 2nd possible solution that if he would pay the cost to insure a 2nd toilet shipping and also pay the costs to ship the replacement toilet to him, we would absorb the financial loss of the damaged toilet and return it with a pre-paid return label and then ship him a replacement ceramic toilet that was insured against any further loss or damage.

  He also refused this offer and became volatile, vulgar and abusive with both myself and my staff which we have zero tolerance for.

  He was advised multiple times that his offensive and abusive attitude and actions was not acceptable but he continued to escalated and act irrationally.

  As such, United RV has subsequently retracted any offers of assistance that were made and will not assist further due to ****************** own actions and attitudes with our staff because of his own purchasing decisions as a consumer.  United RV Center will not have an further communications or provide any remedy or solution or further assistance with **************** and will not do any future business with ****************.
  

  Best Regards,

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

  E-Commerce Manager
  

  United RV Center
  

   

  Customer response

  07/02/2024

  Complaint: 21913502
  
  I am rejecting this response because: if the product was packaged in the proper factory box and not the way I received it in 2 piece of plain cardboard boxes we would not be having this problem as I stated before. As for getting nasty no not really but tired of being pawned off on 3 or 4 different ppl. No one at united RV wants to take responsibility. And there is no need for their racket of shipping insurance if shipped in factory box. 
  
  Regards,
  
  *********************

  

  Business response

  07/10/2024

  As evidenced in the documents submitted, **************** was previously extended an offer to assist in a settlement for this manner, despite the educated purchasing decision he made, and he has refused our courtesy offer to provide a replacement for the original product that was damaged and was not insured against shipping damage per the customer choosing at check-out, if he agreed to pay the minimal shipping cost and reasonable shipping insurance cost.

  As such, United RV has subsequently retracted any offers of assistance that were made and will not assist further due to ****************** own actions and attitudes with our staff because of his own purchasing decisions as a consumer.  While we understand buyers remorse and offered this settlement compromise previously as a customer courtesy, Mr. ************ himself took the offer off the table due to his mistreatment and abuse of both myself and my staff which United RV Center will not allow or tolerate the types of abuse and threats of physical violence he used.

  United RV Center will not have an further communications, or provide any remedy or solution or further assistance with ****************, and will not do any future business with **************** as stated previously due to his vulgar, abusive and threatening behavior.
  

  Respectfully,

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

  E-Commerce Manager

  United RV Center
  

   

   

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a brand new hot water tank. I received it Saturday April. 20 2024. Installed the hot water heater. It did not work. I contacted United RV to request a return ship label. I told them that was a defective product. DOA out of box play asked me if it wasn't stored. I said, of course, it wasn't installed. How else would I know? It doesn't work, and they said if it husband open and not in the original rapping that they would not refund my money. They told me to take it up with the manufacturer. I told them I did not buy it from the manufacture. I bought it from you, it's a defective unit. Please send me a return shipping label. They got the widgets with me on the phone and hung up.

  

  Business response

  04/24/2024

  
  As we have tried to explain to you multiple times, between your verbal threats of violence and cursing at our staff, is that United RV didn't design, build, or break this water heater, nor did our factory trained and qualified RV Technicians install it and and we don't have anything to do with the Manufacturers warranty process.

  As we discussed you are, or were, the owner of an HV** business and you acknowledged that you clearly understand manufacturers warranties and how they work as you provide your customers 10 year manufacturers warranties on the ** and Heating products they purchase through our company, but as you stated, you refuse to comply with the manufacturers warranty in this case.
  

  It's unfortunate that you received a product that you are having difficulties installing correctly, but you do have to follow the component's Manufacturers warranty process as is clearly outlined in their owners manual that was provided to you with the water heater.  We ship hundreds of new parts and accessories all over the US Monday - Saturday all year long and the warranty process of these components has to be followed, as the manufacturers warranty commences ON the date of purchase and is only good to the original purchaser, in this case that would be you.

  The warranty process is part of the quality control process of the company who designed, built, and warranties their own products.

  Being that we have been in business for over 65 years (three generations) and an Authorized Dealer of the manufacturer, we still have to file our own warranty claims on component failures on new RVs and components we sell locally within the Terms & Conditions of the Manufacturers warranty, as all consumers do.

  We are very familiar with the warranty process, and the manufacturer will take care of you on your diagnostic fees and or components that *** need to be replaced, for covered failures, although often times these issues turn out to be due to incorrect installation. 

  We do not sell used / returned components, nor do we physically test any of the hundreds of parts we ship out every day, although they are tested multiple times at the factory as part of their quality control processes.

  Suburban guarantees their units from the date of purchase, because of their deep quality testing before shipping out to authorized dealers and we rarely have a new unit fail directly from the factory and we install and ship hundreds of these same water heaters each month.
  

  You made several verbal threats during your interactions with myself and my staff in a very unprofessional manner, including filing defamatory and negative online reviews and a credit card dispute, all of which we are prepared to respond to through the proper professional and legal manners.

  We have not and will not approve any return or refund in this matter, especially when we are verbally threatened and degraded as you have done to myself and my staff.   Just as all consumers do, you will have to follow the proper path with the manufacturer of the product as we have explained and provided you with the resources necessary to do

  Thanks

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

  ECommerce Manager
  

  United RV Center
  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a "SUBURBAN RV" hot water tank for my RV. It was ****** After I paid to have the old one un-installed, the new one installed I found a crack in the tank, at the element leaking water.I called Suburban to tell them and they sent a technician out.He certified the crack was covered under warranty. The unit was 3 days old. I was charged 150.00.Now I have to repay a plumber to install another new heater.

  

  Business response

  04/11/2024

  The complainant purchased a Suburban SW10DE on 04/01/23 that is fully covered by a 2-Year Suburban Manufacturers Warranty that commences immediately on the date of purchase and the 2-Year Manufacturers Warranty is only warranted to the Original Purchaser, in this case that is the complainant. 

  This is well documented in the Manufacturers owners manual that was provided with the product.  It is also transparently documented on our website,  in our return policy, in the product description for the product and this was communicated with the complainant in conversations with our E-Commerce Team and in writing via text message correspondence as well.  The customer acknowledged the information we provided him regarding filing a warranty claim with the manufacturer warranty in text, as evidenced in the attached transcript of his text message conversation with our staff.  I've also included screenshots of our policies that were explained verbally to the complainant and documented throughout our policy page.   This is also documented in the attached screenshot.

  The complainant, of his own volition, contracted a mobile repair technician to travel onsite to perform unauthorized repairs with no prior authorization from the manufacturer under the terms of their Suburban Manufacturers warranty.  It clearly states in the owners manual and warranty statement that transportation of the ** to and from the Service Center and/or travel expenses of the Service Center to your location is the responsibility of the owner/user and that unauthorized repairs made will not be paid by Suburban - see excerpt from the Manufacturers warranty below - The Suburban owners manual for this product along with Suburban Warranty Declaration page is attached for review.

  United RV Center is not the manufacturer of the product, United RV Center does not provide any kind of manufacturers warranty, expressed or implied.

  United RV Center will not participate in any refund of these unauthorized repairs and / or trip charges in this instance.  The customer was given very clear directions on how this would need to be addressed properly through the Manufactures Warranty and instead followed his own path, which was outside the Terms & Conditions of the Suburban Manufacturers warranty on the Suburban Water Heater he purchased. 
  

  
  

  As is also documented in the manufacturers Terms and Conditions of their 2-Year Suburban Manufacturers Warranty declaration;   

  (Manual with the Manufacturers Warranty Declaration attached in PDF Format)

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

  Suburban, an Airxcel Brand Suburban Tank Water Heaters Operation Guide
  Page. 10
  Warranty
  TWO YEAR LIMITED WARRANTY
  SUBURBAN RECREATIONAL VEHICLE WATER HEATER
  
  This Suburban product is warranted to the original purchaser to be free from defects in material and workmanship under normal use and maintenance for
  a period of two years from date of purchase whether or not actual use begins on that date. It is the responsibility of the consumer/owner to establish the
  warranty period.

  Suburban will replace any parts that are found defective within the first two years and will pay a warranty service allowance directly to the recommended
  **************** Center at rates mutually agreed upon between Suburban and its recommended service centers.

  Before having warranty repairs made, confirm that the service agency is a recommended service center for Suburban. DO NOT PAY THE
  SE**ICE AGENCY FOR WARRANTY REPAIRS; SUCH PAYMENTS WILL NOT BE REIMBURSED.

   

  For warranty service, the owner/user should contact the nearest recommended **************** Center, advising them of the model and serial numbers (located on the water heater) and the nature of the defect.

  Transportation of the ** to and from the Service Center and/or travel expenses of the Service Center to your location is the responsibility of the owner/user.  A current listing of recommended service center may be obtained from Suburbans website at:  www.Airxcel.com.
  If you cannot locate a recommended service center locally, the service agency chosen to perform warranty repairs must contact our ****************** at ************ for authorization before making repairs.  Unauthorized repairs made will not be paid by Suburban.

   

  Best Regards,

  E-Commerce Manager
  

  United RV Center

  
  

• Initial Complaint

  03/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased a 12 volt refrigerator on January 16th 2024 from United RV , we spent $1592.79. This cost included $99.00 for shipping. We purchased a fully functioning damage free refrigerator. United RV chose the shipping company. My dispute is that the refrigerator came damaged. It has a huge gash indentation in the front door. I contacted United RV and told them of the damage. They told me that since I didn't purchase shipping insurance that I would have to pay $400.00 for the return of damaged refrigerator and then they would send me a replacement refrigerator. United RV is sticking to their story about the insurance for the shipping, I do not know why I would have to insure that the shipping company of their choice to do their job in a professional manner. I would like to have a damage free product. We have even contacted the manufacturer, Lipppert,of refrigerator to see if we could just get the door replaced, They would replace it for a cost of $204.00 and a shipping cost anywhere from $100.00 to $400.00. It makes more sense to me that United RV would have shipping insurance to protect their customers. Order Number 2787, tracking number ********.

  

  Business response

  03/05/2024

  We do not dispute that the refrigerator was damaged in transit by the shipper, that is not being contested at all.  

  The issue is that the customer knowingly and effectively chose to not pay the nominal shipping insurance fee that was automatically added to his order to protect his expensive product against loss or damage in transit.

  Our Policies that are published publicly and noted throughout our online parts store, including during placing the order, in regards to United RV not participating in any remedy or solution for customers that make an educated purchasing decision to not pay for shipping insurance and physically remove it from their order after reading the clear disclaimer that clearly states ****************** protects against loss or damage during transit. By NOT including insurance, United RV will not handle damage or loss in transit, you can still work directly with the carrier to resolve any claims."

  United RV has already gone above and beyond and offered to return the damaged refrigerator, and to ship a replacement refrigerator out to the customer, contingent upon him paying the shipping insurance and shipping costs to ensure that another of our expensive appliances is not damaged in transit again due to the customers decision to not purchase shipping insurance.

  Due to the customers attitude and behavior with our staff throughout this process, we have retracted that offer that we extended the customer originally ONLY as a customer courtesy and that offer is no longer on the table at this date.

   

  Sincerely

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

  United RV Center

  E-Commerce Manager
  

  Customer response

  03/16/2024

  Complaint: 21387244
  
  I am rejecting this response because: I do not believe that I should have to pay "insurance" to insure that a shipping compnay of their choice does their job correctly. We did pay the $99.00 shipping, why not include the Insurance fees with that? I would think that United RV would carry insurance to cover their products in shipment.
  
  Regards,
  
  *************************

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Unitedrv.com took $66 from me when I returned an item because it was the wrong part. I paid $204.00 and was refunded $138.66.They stolen sixty six dollars from me. I expect 100% of my money be refunded from every merchant I order something from upon return of merchandise!

  

  Business response

  02/14/2024

  First of all, you and / or ******** were both advised of our return policy during the check-out process on our online parts store, as well as, being advised by one of our staff members in writing by e-mail, that we deduct a 20% restocking fee on all returns, as well as, deducting any shipping related charges from refunds on all returns.  

  Despite being advised of this, you agreed to these terms on the return policy, before we even approved an RMA, e-mailed you a pre-paid return shipping label, and allowed the return.     We approved this return on an electronic product outside of our standard operating procedure, strictly as a customer courtesy, since you advised you ordered the incorrect product.  

  As per our return policy, we do not normally even allow returns on electronic products once they have been shipped out.  However, in the interest of providing you with a solution I personally advised my staff member to follow-up with you allow the return as a 1-Time customer courtesy, but that our restocking fee and deductions for shipping costs would still apply.   He did advise you of these related expenses that we DO NOT absorb just because folks don't know what parts to order, as this is not an expense we should incur.    We have many options on our online parts store for customers to reach out to us prior to placing an order to confirm what they need, prior to placing an order.   There is a phone number listed to call us, there is a "Text Us" option on every single page to allow customers to contact us directly during the ordering process to confirm they are ordering the correct parts before placing an order, and we also publish e-mail addresses that we can be contacted through so we can assist with orders as well.

  You never reached out to us by text, e-mail or phone call before placing an order to confirm that you were ordering the correct part, so there was nothing done on our side to precipitate you ordering the incorrect product, which necessitated your return request.  You placed the order, we fulfilled the order as it was placed, we shipped exactly the product you ordered and we applied all of our standard policies on the return.

  We refunded you everything you were due on the return and United RV Center will not participate in any further settlement on this transaction. We did have to take the financial hit for these costs initially due to you not ordering the correct part the first time, and just as we pass along price savings to our customers that we get due to our wholesale.ordering volume, we also share the cost of financial losses where United RV was not involved in the issue that initiated the return.
  

  Best regards,

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

  United RV Center

  E-Commerce Manger
  

   

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a water heater from united r v. When the water heater was delivered and installed, it had a leak around the heating element. I got in touch with united r v to let them know there was a problem. They told me that I had to take care of it myself to start with. Then I said normally when I buy something from somebody. If it is not in operating condition, they get it back and I get a replacement. They did send me a label to send it back to them. So they could test it and find out what was wrong with it. They received it on Tuesday January 16th. I have been without a water heater you're since january third. I Text 2 days and they told me that they haven't even looked at it yet. Because they were not putting me in front of anybody else. I'm not worried about being put in front of anybody else. I just need a water heater. I don't know what kind of a business this is but normally you want to take care of your customers in a timely fashion. I have no idea when they will get to my water heater or when they will send me a replacement. I was hoping by getting in touch with you that this could get rectified.

  

  Business response

  01/26/2024

  Hey ******, if you are going to submit this grievance as a BBB complaint, we would appreciate if you we more transparent and forthcoming with the actual chain of events.   Since your statements are very vague and not exactly what took place, I will take the time to present the actual facts about this scenario and clarify the events that have taken place for both the BBB and other readers of this complaint.

  You bought a Suburban water heater on January 2, ****, and you contacted us on January 7th, **** reporting what you believe to be an issue with the water heater.    No one here told you to "take care of it yourself", that is 100% not true.   What you were told, correctly may I add, was that starting immediately upon the date of purchase, the Suburban Manufacturer's warranty covers any mechanical or electrical failures and that you would need to contact the manufacturer directly and follow their process for their manufacturers warranty.     This is clearly outlined in the Suburban Owners Manual for the product you purchase and is also detailed in our Online Returns policy regarding products that are not eligible for return and must be handled through the respective manufacturers warranty.   We provided you with copies and links to both of these items and pointed you specifically to the pages and paragraphs that outlined the manufacturers warranty process and our policies regarding these items.

  You refused to do your due diligence as a consumer and follow the policies and process of both the manufacturer of the product you purchased, as well as not following or adhering to the policies and business practices of United ** that were noted on our website during check-out when you placed  your order and in our polices that are clearly published and documented on our online parts store and which you were also referred to during your communications with my staff.

  Strictly as a customer courtesy and outside our normal standard policies and operations, I agreed to have my team return the water heater at the cost of United **.   You were also advised that AS A CUSTOMER COURTESY ONLY we would have an actual qualified, *************** ** technician bench test the unit once we received it back.   As part of that agreement, I agreed to file the warranty on your behalf with the manufacturer if there is determined to be a defect or covered electrical / mechanical failure under the manufacturers warranty, as is standard practice in the ** Service industry.   

  We are performing your diligence as a consumer, on your behalf, AS A COURTESY, and we are NOT in any way obligated to.   As such, you will have to be patient, and my team correctly advised you that your service event does not take priority over any of our other loyal customers service events that were already in the works before you escalated and refused to work through the proper processes.   Our service department works service events on a First In / First Out basis and we do not bump new customers ahead of other customers that have also been waiting for their units to be diagnosed and repaired by our Qualified / Factory Authorized technicians, exactly as you stated, I know one of my staff members just advised you of such yesterday, so I know we have been very clear in our communications and have set realistic expectations on how this would transpire from the first day you engaged us and escalated with my team.

  As was also part of that agreement that we had, you were also advised that if we determine the issue is not covered by the manufacturers warranty and was caused due to any alterations, modifications or faulty installation such as not using a pressure regulator and causing the take to swell and crack, that we would not cover any costs and we would not replace the unit, but that we would return the unit to you, at your cost and I fully intend to stand by that agreement and hold you to your end of the agreement as well.

  Once your water has been tested and the cause of failure has been determined, you will be updated.   Once that is done, if it is determined to be a covered defect or failure, we will file the manufacturers warranty claim, again on your behalf as the consumer and responsible party and wait for their approval to either repair or replace the unit.   If approved, we will complete the repairs and / or facilitate the replacement as determined by Suburban under the Terms & Conditions of their legally binding Manufacturers Warranty declaration.

  We will work through testing and diagnosing your water heater as quickly as possible. without negatively impacting any of our hundreds of other customers working with our service team.   We will continue to keep you updated as our shop works through the process, but again, it will be on a first in / first out basis and within our terms of service. 

  I have also attached and including the transcript of my teams conversations via text with you supporting the actual facts I have outlined in my response for the BBB to review.
  

   

  Thanks

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

  United RV Center

  E-Commerce Manager
  

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a refurbish playmaker satellite from United RV for $200. When I got it, it worked 1 day fell apart. I talked to them. They sent me back to *** label. Told me they would refund my money and today. They called me and said the part was switched out and they were not gonna refund my money.

  

  Business response

  11/28/2023

  ******************************* place an order through our United ** online parts store for a Refurbished Winegard Dish Satellite on September 28th, 2023 for $179.99 on order # ******.   The order was fulfilled and shipped on 09/29/23 via *** tracking # 1Z61535R0391624785 and was delivered on 10/02/2023 at 3:45 P.M..      ****************** advised during conversations with myself that he installed it within a few days of receipt and it was working fine, but never contacted us with any issues until 10/31/23 when he called and advised it just "fell apart" while in use, which is unheard of.    ****************** initially was speaking with one of my customer service specialists and after the agent explained the manufacturers warranty and the process to file a warranty claim to the customer, ****************** began using profanities, derogatory comments and being very belligerent with my staff member at which time I personally took the escalation call and again reiterated our return policies and the manufacturers warranty process and ****************** again began screaming, shouting profanities and cursing and being very derogatory.

  At this time I advised ****************** that as a courtesy, I would set up a return and inspect the unit upon receipt and if there were no extenuating circumstances with the product that was returned, that we would issue him a credit, less the original costs of shipping insurance.

  After receiving the item back, it was inspected and determined that all of the original internals had been removed from the newly factory refurbish item we shipped and swapped out for used, old failed parts, at which time I advised my return supervisor to reach out to the customer and let him know that we have an issue with the item and needed to discuss it with him, but that we could not issue a reimbursement at this time.   My returns supervisor called and had to leave the customer a voicemail to call us back to review further.      ****************** called, but when my returns supervisor answered the call, ****************** hung up on him, before he could discuss the situation in more detail.

  The returns supervisor also messaged ****************** by text, again asking him to call him back so he could review the issue in more detail, but we never received a response back to the text or a return call and a short time later we received this complaint notification.I am currently reviewing this situation with the manufacturer
  

  Had ****************** taken the time to speak with us, before going straight to the BBB, we would have advised him that we were reporting this issue to the manufacturer and working with them to see if they would be willing to offer the customer a "goodwill" solution.

  In addition, not all the components included with the product originally, were returned, several items were missing out of the returned package.
  

  I am including both pictures of the item that per ****************** was "only installed a couple of days", versus what the item we originally shipped out looked like brand new from the factory when we shipped it.    In my 15 year tenure in the ** industry, this type  of wear does not happen within a couple of days, or even a couple of months, this shows signs of extensive use and being installed / used outdoors for much longer.  You will also see abrasions and scuffs that are worn into the material from having been dropped multiple times.
  

  I am more than willing to continue working with our factory representative to seek some type of goodwill compensation from the manufacturer of the product, Winegard, and if they do, I am again more than willing to forward that credit to the customer, ****************** but will need this ******************** complaint resolved to take those additional steps and seek some possible compensation for the customer as a 1 time customer courtesy and goodwill gesture.

   

  Regards,

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

  United RV Center

  E-Commerce Manager
  

  Customer response

  11/29/2023

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new rv ac unit received the unit damaged. Was informed that the shipping insurance I purchased would only cover one replacement and the damage to the unit did not appear like it would effect the operation of the unit and if I opted to have a replacement shipped it could possibly be damaged worse and I would not receive more than one replacement. They have refused to refund me the shipping insurance and also refused to provide a shipper waiver authorization letter in order for me to make a claim with the shipping company. Leaving me with the option of risking receiving an inoperable ac unit with no resolution.

  

  Business response

  10/06/2023

  That is not the whole story at all Mr. **********, I'll fill in the blanks in my response. 

  You purchased an ** unit on 10/03/23 and it was delivered to you on 10/04/23.   You reported the ** was received with minor damage on 10/04/23 and sent pictures showing a very minor wrinkle / bend in the pan of the ** that in our experience happens frequently shipping **'s across the country due to the dimensions and weight of the ** units.    We also have extensive experience in how specific cosmetic damage like this affects ** units and per our extensive history and experience, we advised it should be serviceable based on the images you provided showing a very minor cosmetic ding, and we did advise you may want to go ahead and install it and make sure it is working, as evidenced in the images you provided in your BBB complaint.

  You called and my team explained the various solutions we could provide, which included you keeping the existing unit if it was working properly when installed, as the very minor bend in the pan would not even be visible once installed as it would be on the roof of the ** and covered by the ** shroud once installed and it also does not affect the functionality of the unit.   

  Why do we advise it may be a good idea to keep the ** as it arrived?  

  Because any type of damage in transit, typically indicates an issue with a careless package handler or delivery driver in your area, and if it happens once at a specific address, it typically happens again when we ship a 2nd ** under shipping insurance, due to a careless employee of the shipping provider.   This is why we offer and recommend shipping insurance, because neither United RV center, nor yourself, can control the actions of a 3rd party shipping provider or how they handle items in the custody and control in transit.

  You did not accept this initial solution that was offered and began to escalate and stating you weren't paying full price for a damaged ** and began demanding we compensate you and allow you to file a damage claim on our behalf.

  I explained to you in detail multiple times that under the terms of the shipping insurance, we could either return the damaged ** at our expense and ship out a replacement ** unit, or we could return the damaged ** and refund your original order, less the cost of shipping insurance premium of $32.08 which was used during the original shipment when the ** was damaged.

  You repeatedly refused all 3 settlement offers we extended to you and kept making financial demands that are outside of our ability to accommodate under the shipping insurance policy and began making threats to resort to filling credit card disputes, bashing us on the BBB website and social media in an attempt to gain monetary compensation above and beyond the terms of the shipping insurance, and you did exactly as you threatened to do in an attempt to coerce additional monies from United RV Center outside of the appropriate settlement actions we offered to you repeatedly.
  

  We will still stand by our legitimate offers to either return the damaged ** you received and ship you a replacement ** under the terms of the shipping insurance and according to our standard operating procedures, as we previously offered, or alternatively we can return the damaged ** unit and refund you in full, less the $32.08 shipping insurance, or finally we can credit you the cost of shipping insurance which was $32.08 if you prefer the keep the ** functional unit you received with only a minor bend in the ** pan.

  
  

  Thanks in advance,

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

  United RV Center

  E-Commerce Manager
  

  Customer response

  10/09/2023

  Complaint: 20700445
  Then please explain to me why you have already made a claim on a damaged unit that you DO NOT have possession of? Seems as if this is a normal operation of business. Have consumers buy shipping insurance and when they make said claim and you receive pictures of the damage you provide a false claim through ****** Is this the reason for not providing the release to me in order for me to make the claim myself? 
  
  Regards,
  
  *******************************

*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. ↩