Complaints

• Initial Complaint

  12/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I found an ** online I wanted to purchase. Proceeded to put down $3000 without even seeing the ** in person. Drove 4 hour to RV Depot Thursday December 19th to do the paperwork and put down another $3500. After looking at the ** I quickly changed my mind. It was filthy, no bed, tvs laying on the floor, big tire in master closet, awning didn't work, mold in fridge, smelled, hole in the outer body. They never disclosed all that.I immediately told them I did not want to proceed with the purchase and requested my $3000 back which they told me no. These people are not very honest or upfront with their customers. I would like my money returned.

  

  Business response

  01/10/2025

  We had full 360 degree photos of this unit in the exact condition floor to ceiling.  We explained to him before deposit was taken that it was non refundable, he agreed verbally and in text.  We also explained that we do not replace awnings, blinds mattresses or cosmetics prior to taking a deposit. He agreed to terms and we even priced out replacement mattresses for him before pick up. We explained that in a park model there is not spare tire mount so it has to be stored inside for travel.  He told me when I spoke with him while here that he saw a ******* video on the same model and he expected it to look the same, I reiterated the fact that the video he watched was a demo of a new unit not at our lot or even posted by out business, and the  360 photos show the exact condition of the unit he agreed to purchase.  I explained that we can ask for permission to re-shop units with his deposit but as discussed and agreed to by him, it is non-refundable. He demanded a refund to which I offered again to re-shop or discuss what we can do to help him be happy with the cottage. He refused. 

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I left my rv for repairs and when I got it back it has been stripped of everything I need to be able to use my trailer. The propane bottles, spare tire, power cord and the keys were not returned to me.

  

  Business response

  11/06/2024

  We have spoken with client and have resolved to his satisfaction. 

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Came here bought a trailer on July 12 2024. Gave them 1000$ over the phone $5000 in person. They say I only have them $3,000. They had me use a fake Texas address for financing. I do have a attorney retained at this time to solve issues

  

  Business response

  11/06/2024

  We have been unable to get documentation for proof of payment. We have no record of part of his payment. We look forward to working with your attorney to resolve. 

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a boat back in April and and the boat had its issues but the dealer took responsibility for the boat issue even though I bought it in April and didnt get it back until the end of August because it was in there shop and then a different shop after they couldnt fix ***** issue now is the trailer that came with the boat has a lean on it from the previous owner and I cant even legally use the boat because the paper tags that came with the boat are expired I called the local dmv to ask and they told me there is a lean on the trailer and its not in my name.

  

  Business response

  10/25/2024

  We are working with the state to secure your tags. We should have them in the next week. 

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have purchased a 2018 heartland wilderness back in 2020 with Rv depot. Our sales person was ******** at the time. We was sold a nasty unit which we gotten cleaned and fixed. We recently had a storm come through ******* to where our unit was located and it caused some extensive damage to our unit. We filed an insurance claim on our unit and we had an adjuster to come out to inspect our unit. It was deemed repairable and a check was issued to us in the amount of ******* we were told by the adjuster that we could repair the unit and use the money for repairs or we could pay the unit off and have the remaining money owed to us or we could trade in our unit and keep the insurance money. We made the decision to trade in the unit and keep the insurance but we have to have Rv depot to sign off on the check and they are refusing to sign off even with them having a check mailed to them from funtown rv that bought our unit and was traded in. We made them aware that a check from fun town was mailed and that we just need them to sign off on the insurance check. They are refusing to do so and the check is about to expire and they have treated us very unfair and horrible. I am wanting to have a sit down meeting with the owners and I cant get anyone to help with the issue. No response no nothing. I need help to resolve this issues please!

  

  Business response

  07/18/2024

  ********************* made this complaint to you before we have received payoff on this unit. We received the payoff check on the account from Funtown On Wednesday, July 17th. It was applied to account and we can now endorse the insurance check.

  Customers expectations were unreasonable in this situation. As a lienholder, we would not sign off on an insurance check until the loan is paid off. This is standard practice with all dealerships. Customer traded in unit at another dealership during time of insurance claim. 

  We are open 9-7, Monday- Friday and 9-5 on Saturday. 

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I work as security for the oilfield and I can't just take off to drive 5 hours to look at a fifth wheel camper so I decided to call and ******* contacted me back showed me a fifth wheel that she said was definitely big enough for us to live in but I had to put down a $1000 to be approved so we did. Then a few days later we put down another 4000 as down payment. The camper was going to be ready in 12 days so we rented a truck from Enterprise and went to go pick up, when we got there the trailer was all banged up in the back it was very small. She showed us a few more that were nothing but junk and just as small as the first one, now they say they aren't going to give our money back and we are seeking an attorney but need to file a complaint.

  

  Business response

  07/10/2024

  At RV Depot, we strive to operate a fair and open business selling used RVs. As such, we spend a lot of time and effort to deliver exactly what is promised to our customers, and we take our promises very seriously.  The first time an individual becomes a customer at ********************, the process can be overwhelming- searching for an RV, taking out a loan, learning ownership care, insurance, tow hitches, etc. All of these steps and more are covered with every customer by the ******************** Team in detail.
  
  
  In the case of Mrs. ***** this was "old hat"- her second purchase from us was going as smoothly as her first. She picked out her trailer using our 360-degree images inside and out, secured her loan, signed her contract, insured the camper and provided all required information to complete her purchase. 
  
  
  After completing her purchase, ************* decided she wasn't happy with the choice she made. While RV Depot was under no obligation to do anything differently than was already done, we extended an option to switch from the unit already purchased. Without any cost to Mrs. ***** she was given the choice to switch to many other units. As this was also unsatisfactory to *************, we received authorization from the lender to modify the loan amount and terms to accommodate a larger loan. After showing a number of options for Mrs. **** to switch to, we were unable to please Mrs. ****.
  
  
  We believe we did more than would be expected to accommodate Mrs. ****.
  
  
  ***********************
  General Manager
        RV Depot
     ************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When we arrived, we realized the rv wasnt as nice as it looked in the photos. They were unwilling to negotiate the price at all even after things were pointed out in the walk through. One of the main things we pointed out was that the ** was dripping a LOT. It was written on the walk through paper and the tech said it would be looked at before we left. All 4 rv tires also had dry rot, which was pointed out by the guy we hired to tow it out. He was rightfully concerned for the 3 hour drive back. After some hassle and lots of time waiting to get permission from the owner to even check the tires, they finally took it back to get them changed out. It took another couple hours for them to bring it back out but with only 3 tires replaced. That 4th one that they didnt replace blew on the drive back, putting our driver and the rv in a dangerous spot on the side of the road.After finally getting it home and hooking it up, we discovered that the ** was never even looked at, as promised, before leaving and now we have a small water fall in the kitchen if we want to use the **. The outlet for the microwave also doesnt work, so we have to remove it and plug it in elsewhere until we can get someone out to fix that too.We spoke with *****, after several days of not receiving call backs and basically being ignored, only to be told that if we wanted it looked at and maybe fixed, then we had to bring it back. It costs us $500 one way to move it, plus lodging for us and 2 dogs, because we live in it, and who knows how many days to fix it. They knew this. There was no offer to send someone out to us or outsource another RV repair company, nothing. Not only that, but another tire went flat so we are basically stationary. They were supposed to fix it before we left. It was in writing.

  

  Business response

  07/03/2024

  At RV Depot, we take great care in our customer experience. Our goal is to provide the best possible buying experience for our clients purchasing one of our used **s. We find that full transparency in our process makes this a top notch experience for our customers.
  
  
  As ** ownership is much more involved that most people think, we developed a system that supplies our customers with information on how ** ownership works, what to expect and options to deal with issues when they inevitably occur.
  
  
  ***************** was given information on what to expect prior to arriving at RV Depot. Upon arrival, she was given an opportunity to walk through the unit with a technician. In this process, she was welcome to raise concerns, have them addressed and walk through the unit again. After this walk through, she was given the opportunity to review, in detail, the terms of the loan on her camper and the warranty options available to her for her used camper. There was no manufacturer's warranty left, as the ** is several years old. RV Depot supplied a free warranty to be used exclusively at RV Depot, and ***************** was offered an extended warranty option that would provide nationwide onsite coverage.
  
  
  With this information, after walking through the **, raising any concerns and signing off on her ** condition being acceptable to her, ***************** declined the extended warranty coverage and chose to accept the free warranty service that RV Depot gave her.
  
  
  As with all of our customers, we have asked ***************** to let us fulfill our brand promise of excellent service at our facility. While this offer stands, to date ***************** has declined to visit our service facility to address her service issues.
  
  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I inquired on 5/20/2024 about purchasing an RV from a buy here pay here lot in ********, **. I agreed to several terms and conditions under the impression that 1) my downpayment would be $5,000 without a credit check as advertised widely by the company. Unfortunately, my credit was run resulting in an inquiry and I was told my deposit would now be $7,000. I made a $2,000 down payment toward the deposit. I was scheduled to pay the balance on or before 6/10/24 when I would be picking up the unit. I needed to reschedule the pickup to 6/14/24 and would pay the balance on or before that date. On 6/11/24 I called and made another $2,000 payment before being told for the 1st time I needed a TX address to avoid any additional tax, title and registration fees. I waited until 6/12/24 to be told I would need to pay upfront an additional almost $2,400 out of pocket for such fees. I explained that since I was not made aware of this until 2 days before I was due to pick up the unit and could not afford to do so, I would like to cancel for a refund being that this was not my fault. I was told by another representative, I am unsure of the name but I believe *** was his name, that per the General Manager, deposits are non refundable regardless of what I did or did not know. This is extremely deceptive and unfair. I asked to have my deposit changed to $5,000 so that I could still afford these additional fees that were now being thrown at me. I was told no. I was told I could be given a 2 week extension to come up with the extra money. I explained I needed a month. This dealership is extremely deceptive, unfair and unreasonable. I do not want to do business with them. I have essentially been scammed out of several thousand dollars that theyre telling me too bad so sad. They simply do not care and are heartless. If this situation were the consumers fault, that I could understand however this is the business fault and therefore they should take responsibility.

  

  Business response

  07/05/2024

  At RV Depot, we pride ourselves on openness and transparency with all of our customers. On *******************' complaint, we are unsure of the issue at hand. We received notice of this complaint by the BBB on July 5th, 2024. ******************* requested to cancel her sale on June 12, 2024. We processed a full refund for ******************* on June 16th, 2024. With credit card processing time, the transaction was finalized June 20th, 2024. 
  
  
  We believe in accountability and fairness. In our practice of listening to customer issues, *******************' assertion of miscommunication was escalated to the sales manager, general manager and owner. In discussing the situation internally, we enacted different processes to verify customers are better aware of sales tax requirements in their home states. We acted in the best interest of our customer, as is the practice of ********************.
  
  
  As to the assertion that we widely advertise financing with no credit check, this is false. There is not a single instance of an ad placed by our company, in any of the many areas we advertise in, where this is accurate. Since 1990, we have financed individuals regardless of their credit history. That is not to say we don't look. This assertion was never made by, nor will it ever be made by RV Depot or any of its employees.
  
  
  ***********************
  General Manager
        RV Depot
     ************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The left rear of the ** pop out as well as behind the pop out has damage due to being involved in a vehicle accident. There is a serious soft floor in the bathroom. There is damage to the flooring in the dining area.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 11, 2024 was talking to RV Depot in ********, ** salesperson ******** about a 2022 Forest River 5th Wheel RV. He need a credit card number for a deposit and get approval for credit to finance this unit. Gave number, agreed to a $1000 deposit. However, I need to view the unit on Saturday 4/13/24 as I hadn't even seen this unit. Was told in Great condition. Upon viewing unit it was NOT in great condition. Shower door broke, bed was suppose to be a king and it's a ****** **** in the floor in living room, screen ripped off the screen door, ceiling strip coming down, and outside of unit was discolored for some reason. Told ******************* and my husband and I would talk. ******** said that everything would be fixed but we were still concerned as the price of the unit was a bit high. I sent a text on Saturday evening 4/13 and called first thing Monday 4/15 and told them I was not going to purchase the unit and was told that my deposit of $1000 was NON refundable. I have checked with my bank and RV Depot ran the $1000 charge on Thursday 4/11/24 they didn't even wait for me to look at the unit. I want my $1000 back as I did not purchase this unit and they did not do anything to earn it, except approve me to purchase a unit that is overpriced.

  

  Business response

  04/29/2024

  
  
  At RV Depot, we believe in fairness and full disclosure. That's why every ** we sell has current photos and 360-degree images inside and out, showing the exact condition of our inventory in its entirety as it is right now. It's part of our RV Depot commitment to our customers! While we do our very best to show off what we have in pictures, we understand that doesn't work for all customers.  For these customers, we are open 6 days a week and regularly encourage those uncomfortable with buying online to come in and shop in person.  ********************* chose not to exercise this option.
  
  
  In the spirit of full disclosure, we explain to each potential customer in detail how our loan approval process works- sales price, interest rates, term, etc. We also explain that all loans are made with both the customer and the collateral in mind, so no loan will be decisioned until a customer has chosen their prospective ** and is ready to purchase it. To solidify that commitment, RV Depot collects a non-refundable deposit on every ** we sell. This is explained to all of our customers prior to any loan submission. ********************* wasn't ready for this commitment in May of 2022 when she first contacted us. She also wasn't ready for this commitment in January 2024, when she again contacted us for a potential ** purchase.
  
  
  In April, she stated she was ready. She chose her ** carefully, confirmed all the details were to her liking, and committed in text to place a non-refundable deposit toward the purchase of the ** she had chosen if she was approved for a loan. She submitted her loan application and all supporting documents. She supplied the credit card with which to secure the non-refundable deposit.
  
  
  She was approved for the loan on the **, and the non-refundable deposit was secured.
  
  
  While we understand situations change, ******************** knew exactly what she was doing when she placed her deposit on this **. It was pulled from the market, all advertising was cancelled, and our service process was started. ******************** stated she found a unit much cheaper somewhere else after agreeing to terms on our unit and committing financially to purchase. While we wish the best of luck with her purchase elsewhere, it wouldn't be fair to all of our customers if we didn't honor our commitments and hold our customers accountable for theirs. 
  
  
  
  
  
  
  Complaint Involves:

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