Complaints

• Initial Complaint

  10/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My recent experience with Cliff Jones RV and their salesperson Niko has been extremely disappointing and frustrating. Two weeks ago, I was excited about purchasing a Wolf Pup 18TO from them. We had reached an agreement on all the details, I paid the deposit, and we scheduled a pickup for October 19, 2023. Throughout the process, I repeatedly asked the dealership to clarify which documents were required for the pickup. Not once did they mention the need for an SSN card. This would have been crucial information to know in advance, as I live two hours away in Austin and had to drive to Houston for the pickup. However, my frustration reached its peak on the morning of the scheduled pickup. Just three miles away from the dealership, Niko sent a text requesting SSN cards to complete the purchase. It was simply impossible to turn back and retrieve these documents within the limited time frame, effectively ruining our long-anticipated plans. In all my experiences purchasing various items, including cars, homes, and motorcycles, I have never encountered a situation where a dealership suddenly and unexpectedly asked for SSN cards. Moreover, all financing steps had already been completed, so this request seemed inexplicable and suspicious. The most distressing part of this ordeal is that I strongly suspect the dealership may have sold the Wolf Pup 18TO to another customer and used the SSN card request as a smokescreen to hide their mistake. This lack of transparency and professionalism is not only frustrating but also deeply disheartening. I lost 4 hours from my work + lost $75 for my canceled reservation at the state park, $50 for my RV storage. In total more than $500 loss. I want a compensation form them.

  Business response

  10/25/2023

  Hello Mr. *******,
  
  Sorry for your inconvenience.

  The Finance Department was getting your paperwork ready in our software system and noticed a change on the call back and proof of social security cards were now required. Until an RV deal is funded, the bank may ask for any stipulations they wish, revoke an approval, or even make changes to terms prior to funding. Although the bank provided a shorter term for you, which raised your monthly payment, we agreed to provide you a further discount to earn your business.

  We could have submitted your application to another bank which may not have asked for proof of social security cards same day, but we were not presented with a proper opportunity to do so. After receiving your text that you wanted us to refund your deposit and cancel the deal, we immediately did so and sent you a copy of the refund receipt--we hoped that this would rectify the situation.

  We can assure you that the 2022 Forest River Cherokee Wolf Pup 18TO is still here and available--we will be happy to discuss options to get you the same RV with the exact same VIN number and previously agreed terms as of 5:15PM Wednesday, October 25th, 2023. We can clear the stipulation from the bank with proof of your social security cards, submit your application to another lender, or secure your own financing!
  
  Please do let us know what we can do to get you a new RV by this weekend.

  Customer response

  10/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  After careful consideration, I must inform you that I find your response unsatisfactory and, regrettably, I cannot accept it.

  To recap the events, I had a highly frustrating and disheartening encounter with your company, which ultimately led me to cancel a contract and incur additional expenses, loss of time, and emotional distress. I requested certain documents from your company three days prior to my scheduled pickup, to which I received the assurance that "Nothing is needed." Based on this information, I proceeded with my journey from Austin to Houston, a drive that took me 2.5 hours.

  However, within the final three miles of my trip, I received a last-minute request for Social Security Number (SSN) cards, a document that is not commonly carried on one's person. When I arrived at your dealership and met with your sales representative, Niko, he offered no alternative solution or assistance other than to display a document from the bank. This abrupt change of requirements resulted in the cancellation of the contract, a loss of work time, and considerable inconvenience.

  My background as a Senior Software Engineer underscores the gravity of this situation. I would expect any reputable business to understand the importance of customer trust and consistency in their communication. I trusted your company, made necessary reservations at Stephen F. Austin State Park, and purchased RV-related items that I later had to return due to the abrupt cancellation of the contract. This entire ordeal has caused both financial and emotional stress, which I hold your company responsible for.

  I would like to reiterate that I proactively requested clarification on the required documents, and your team assured me that no additional information was necessary. It is not the customer's responsibility to possess specialized knowledge of your internal procedures. Hence, I maintain my request for compensation from your dealership for the losses I incurred during this incident.

  In light of the above, I kindly ask you to revisit my complaint and provide a more reasonable response that acknowledges the hardships I have endured as a direct result of your company's actions. I believe that a fair resolution to this matter will not only help restore my trust in your organization but also prevent similar issues from occurring in the future.

  
  Regards,
  
  
   

  
  

  Business response

  11/06/2023

  Hello *******,
  
  We refunded your non-refundable deposit of $500 after we made the trailer ready on your behalf. The 18TO is still here in stock if you would like to purchase it--if you do not wish to provide your social security cards, we will be happy to send your application to another lender.

  Customer response

  11/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  You didn’t let me know about necessary documents. And you couldn’t complete sale on your end. So refund was what you have to do. 
  

  I’m asking about my loss! 5 hours, gas and paid amount to state park. I trust you and you didn’t let me know and said that “No need any document” 

  By the way I bought another travel trailer and same bank provided loan. And they didn’t ask for SSN Cards.

  Same bank!

  You have to pay my loss to me. Is this clear? I’m not talking about deposit. You had to refund it because you couldn’t give trailer to me. It wasn’t my decision.

  Regards,
  
  
   

  
  

  Business response

  11/10/2023

  Hello *******,

  We returned your non-refundable deposit in good faith after getting the trailer ready for you. It was your choice to not provide the required stipulations that the lender providing your loan required. Congratulations on your new RV and hope that you enjoy your camping adventures! If there is anything that we can do for you in the future, please do let us know!

  Customer response

  11/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Why I didn't provide them to you? Because you didn't ask them from us till we arrive to your place. We asked it for 3 days. You didn't say anything. We drove from Austin to Houston and in last 3 miles you asked for documents (SSN Card who never ask for) 

  Is this fair?

  
  Regards,
  
  
   

  
  

  Business response

  11/30/2023

  Hello *******,

  After receiving a signed purchase agreement and credit card receipt from you, we still returned all the non-refundable partial down payment to you upon your arrival.

  Customer response

  12/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

   

  I’m not talking about my deposit but you love to play “Misunderstanding game”

  
  
  Regards,
  
  
   

  
  

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