ComplaintsforDeMontrond RV

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a Thor motorhome on 2/15 from DeMontrond RV in Spring, TX. Our motorhome went to the dealership on 2/27/2024. The motorhome was returned to us on 3/25/2024. We went on our first trip. We were scheduled for a month at Camp Fimfo in New Braunfels. We were only able to stay for 2 weeks. Our microwave did not work and we had no oven. We found many other issues with the motorhome. We left a message for the general manager on 4/9, 10, 11 & 12. Finally got to speak with him on 4/15. He said to schedule in the motorhome and everything would be taken care of. We took the motorhome back to the shop on 4/25. We told them we had a trip planned in June. Our motorhome is still in the shop. All of our contacts have either been fired or quit the dealership. We have also spoken with Thor. We still have no idea when our motorhome will be ready.

  Business response

  07/15/2024

  DeMontrond RV's management have met with the customer on two occasions and discussed the repairs and delays that have had the customer concerned. The customer met directly with the location store manager, and they are working on the resolutions. At this point the repairs are proceeding forward.  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of Transaction: 6/05/2024 Purchase Amount: 113,000.00+ CASH- Salesman Ronnie- Demondtrond RV Spring Paid an additional 850.00+ for full inspection and walk thru (only issue at time was passenger door awning would not extract that they wouldn't cover- we agreed to take with that only issue.) Drove off Lot: 6/05/2024- late afternoon Left for a family trip on Fri 6/07/24 (2.5 hours away from home) immediately to have our 2013 motorcoach AC turn into HOT oven that would not cool more than 94 degrees with both AC units on and front of truck blowing hot air. Had to purchase two window units from Home Depot while on this weekend trip (over $900 dollars) to keep RV livable until anxiously returning home. Also, while on trip, the vacuum on RV and Radio also stopped working while on trip as well. Brought back to Demondtron in Spring first thing Monday (6/10/2024) morning to now (5 days later) to be told we owe them $2800 for a front compressor for the truck and they will not cover it and they cannot fix the housing for the vacuum because they no longer make it. UNBELIEVABLE!! So basically within 24 hours of $113,000+ purchase and “additionally paid for inspection” of RV: We lost both AC units and Main truck compressor, Radio and Vacuum. WITHIN 24 hours of PURCHASE?!? The inspector should be fired and not sure what kind of lemons this company is selling but upon reading reviews, we are not the only ones effected by misleading information to acquire sales. Tons of phone calls to management and no response to correct this issue. Either fix the issues or buy it back from us! We had plenty of other options to purchase elsewhere and we should have read the reviews before making this significant purchase. Very unfortunate situation and hope to get it fixed ASAP and correct this situation!

  Customer response

  06/16/2024

  Better Business Bureau:
  
  This letter is to inform you that DeMontrond RV has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/14/2024 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  02/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Purchased a used RV, 2020 Winnebago Travato 59G, from Demontrond RV in Texas City, TX on Oct. 27, 2023. Was told that all systems were in working order. Drove RV home to Santa Fe, NM and discovered that there were issues with the batteries that supply power to to RV coach and the propane system. Was told by representative that I would be reimbursed for repairs. This was in November 2023. I supplied all receipts and documentation regarding systems that needed repairs. I followed up several times and was told the check was coming. It is now Feb. 2024 and I still have not received reimbursement. I did purchase the RV "as is" but was assured all systems worked and then was promised reimbursement for several months. See uploaded documentation for details. In addition to this document I can provide all texts to support my claim.

  Business response

  02/08/2024

  DeMontrond Rv spoke with Mr. ******* yesterday February 7, 2024.  During that conversation I expressed that we were sorry for all the problems he has had from the transaction.  *****ie ***** the Texas City sales manager assured him that he would personally make sure a check request was turned in to the accounting department on the morning of February 8, 2024.  That has been done and the check is in the process of getting mailed out.  Again, I personally apologize to Mr. ******* again and hope he continues to enjoy his RV.
  
  Thank you,
  
  Clint *******
  General Manager DeMontrond Texas City

  Customer response

  02/20/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  01/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On or around December 16th, I was notified that the Spring RV location sold my trailer that was placed on consignment. I was told that payoff on the existing loan was being processed and ** **** should show a zero balance in around two weeks. After calling ** **** and asking for status, ** **** shows a payoff was requested but no check had been received. ******* ***** ** ************ on January 2nd, and requesting details, I was told that I needed to talk to accounting. I also left a voice mail message for the manager of Spring RV location and have yet to receive a return call. Rachael in accounting was contacted at ************ on the 2nd but has not provided an update. Very uncomfortable with a manager not returning my call and still have no update on how much the trailer was sold for, and information on my loan payoff issue.

  Customer response

  01/03/2024

  Better Business Bureau:
  
  This letter is to inform you that DeMontrond RV has carried out to my satisfaction the resolution it proposed for my complaint, filed on 1/3/2024 and assigned ID *********
  
  Regards,
  
  

• Initial Complaint

  12/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On October 18 2022, demontron rv in spring charged 1000 dollars to me. I had been talking with them for a potential purchase, my credit was not great however they claim they will work with me. I was asked for my card information to keep on file. I was told before they charge me they would call and verify the purchase. That didn't happen. I needed a cosigner for the process, and at the end of everything they approved my cosigner but not me. I decided to leave, I found out the day before they had charged me the 1000, I requested it be returned. They said no be cause they got me approved.. they refuse to return the money. My name was not anywhere on the the title information.. I disputed the charge to my bank at *********** they chose to not look into the issues and say it was a legit purchase. They included the "receipt " from demontron for the 1000 dollars. It the merchant copy.. instead of my signature there are some numbers written in instead. This doesn't seem like it's very legit to me.

  Business response

  12/05/2022

  Mr. ******** was in the process of purchasing a travel trailer from DeMontrond Rv. We advise every client, not only Mr. ******** about our deposit that is NON_REFUNDABLE which he signed at the time of purchasing a travel trailer from us. We advised Mr. ******** from the very beginning he would need a co-signer which he supplied for approval. We got an approval to proceed with the deal. On the day Mr. ******** was to take delivery of the travel trailer; he told us he no longer wanted to purchase the camper and asked for his deposit back. I advised Mr. ******** we had an approval for the camper and we do not refund deposits or earnest money once we have an approval. Mr. ******** was very responsive and aware of our policy from the very beginning until he decided he didn't want to purchase the camper. I have attached a copy of his signature along with a copy of his driver's license to show he actually signed and understood the document. I also am attaching a copy of his cosigners driver's license to show we had more than one person making this decision and Mr. ******** and Ms. ******** were well aware. 

  According to our NON-Refundable document:

  Mr.******** can use the deposit in the future as a store credit towards another RV purchase from DeMontrond RV.

  Customer response

  12/06/2022

  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.]

  
  
  Regards,
  
  
   I fail to see how any of the above mentioned paper work fee is work 1000 dollars.  As far as everything else, they were not very fast as this process was going on for about 2 weeks. So loss of productivity  when it take 2 weeks is a stretch.

   

  I have a trailer now, have had it for for  month and half, it took 5 days to obtain.  My name is on title title. Which was something  demontron seemed not to be able to do.  Which defeats the purpose of a cosigner if a business disregards the primary applicant being put on a title to begin with.

   

  Additional what was not explained till the day of was that the cosigner would have to provide insurance since their name was on the title and not the primary.

   

  That is was ended the deal.

   

  I can see $200 for processing paperwork,  and I'll let that go but 1000 dollars , is taking advantage of people.

  Additionaly I feel this business needs further investigation,  if ya look at reivews for the place, as i wish i had done more of, this business has a track record of stuff like this.

   

  I'm pretty sure an investigation journalist from ABC, NBC, fox or CBS, might find a few other things about this location that isn't up to standards,  which is my next stop.

   

  Again I would agree to 200 for paperwork processing, that's a pretty standard fee. 1000 dollars is not.

  Business response

  12/07/2022

  Mr. ******** and Ms. ********,

  
  We have a process at DeMontrond Automotive Group that is used on every single customer committing to purchase any vehicle from us. The process involves collecting a deposit from the customer to secure the camper or vehicle they wish to purchase while the financial side is secured. The deposit secures the vehicle for you and takes it off the market to other potential purchasers. If we didn’t collect a deposit someone could come and purchase the vehicle out from underneath you.

  
  When you agreed to enter a contract with DeMontrond we collected the deposit from you and secured the camper at that time. You were explained from the beginning you would need a co-signer and you said no problem. At this time Ms. ******** enters the picture and has the credit to be approved for the loan. We get your approval for the camper. Everyone’s happy. You and Ms. ******** are set for closing on the new camper. Again, everyone’s happy. We give you the terms of the loan with the small down payment we had to work with to help you secure your loan. Again, everyone’s happy. You and Ms. ******** come in to finish paperwork and take delivery of the camper, you are asked for insurance to meet loan approval requirements and Ms. ******** decides she doesn’t want to get insurance in her name. We explained she must be on the insurance because her name will be on the loan paperwork. She raises a fuss and says she doesn’t want to do it. You and your co-signer could not agree after we did all the work to get you approved, made the camper ready for delivery, all the way up to signing everything was good.

  
  Please, Mr. ******** and Ms. ******** explain where we failed in our process of doing business in good faith to do what we said we would do. Which was deliver a camper you wanted to purchase. We were very transparent from the very beginning about the whole process. You and Ms. ******** reneged on the deal, which is why you have lost your deposit, where you clearly signed the NON-REFUNDABLE disclosure and had agreed to purchase. We have supplied the signed documents in the first response which are clearly legible. As our NON_REFUNDABLE disclosure states, unused deposits can also be used as a store credit towards another purchase from DeMontrond RV.

  Customer response

  12/08/2022

  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.]

   

  
  Regards,
  

  I willI  explain it again.  As I explained in person.   This trailer was for me, meaning my name needed to appear on the title so legally purchase insurance for that trailer under my name.  I was very clear to this.  

   

  The original trailer was a 5th wheel I believe a new model bighorn  which attracted me to begin with.

   

  You chose to pick another trailer when ya couldn't make it work  given the price range we needed to hit. The trailer was not a 5th wheel and really wasn't what was wanted.

   

  The day prior to the 18th you drafted the funds which was not discussed.  Your representative explained that everything would be talked and discussed prior to things happening,  that didn't  happen.

   

  And my aunt did not raise a fit.  I did.  You were given a full list after what was needed and you did not deliver.  

  I did get a trailer out of Navasota,  they didn't  seem to find it difficult to have my name on the title.  

   

  So explain how you acted in good faith,  when ya didn't really deliver anything that reflect what customer service is supposed to be.

  
  

  Business response

  12/14/2022

  Mr.******** and Ms. ********,

  We have explained in full in person and by email and through the BBB. At this point we will have to agree to disagree.

  Your story keeps changing just like on the day of delivery. Everything was explained in the last email. We will not be 

  taking any further action or explanation of the occurrence. 

  Thank you

  Customer response

  12/16/2022

  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.]

  How exactly is my story changing? I've been called a lot of stuff.  Liar ain't really appreciated.

  1000 for paperwork processing,  and holding a trailer on a lot full of trailers is a falsehood.  This would fly on an automobile lot any day of the week.  

  If ya really go back through your own responses through bbb, you're the one that keeps changing facts.   

  This matter isn't resolved,  due to you in essence committed theft by not delivering on what ya promised.  How bout ya up load the rest of the paperwork,  that clearly shows my name will not be on any other documents reflecting ownership of the trailer..   

  or did ya already throw that away?

  
  Regards,
  
  
   

  
  

  Business response

  12/20/2022

  Mr.*********

  We have responded several times. Our story hasn't changed, and we stand by our policy which you signed and agreed to.  Happy Holidays

• Initial Complaint

  12/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Details: 1. April of this year. RV bought in 2020. Warranties bought then. 2. $21,000 3. Warranties 4. I had called to cancel the warranties on my RV. Two different employees from two different offices advised me that I did not have any warranties on my RV. I was shocked! I asked them several times if they were sure. They told me NO WARRANTIES. We have had so many problems getting things fixed on this 2020 RV. We take it to the service department they have kept it a month. We went to pick it up and after driving 2 hours there they have not fixed anything. This happened on several occasions. Then telling us we didn't even have any warranties was just too much. The second person that works for RV company said that I would get 80% back of the money that I had paid. After so many problems I decided to hire an attorney instead. His name is ****** **** *** ** ****** ****** I hired and paid him $1,000 in the latter part of April. and 7 1/2 months. I feel that I have only gotten a run around from him. He has only return 2 phone calls and waits until I am coming to his office (almost) every time to get any answers. I would like to try and get my retainer back from him, also. 5. They have offered me a settlement of $500 and stated that I did have warranties back in April which was a lie? Why would I hire an attorney??? I feel that the attorney working for me did not represent me in a professional matter. It was obvious that he and the opposing attorney got to be buddies and my attorney has shown no interest since I hired him. There has been no justice for me. Please help me.! This is not just about the money that I paid, but the justice and showing that just because you are a large company you just can't lie and get their employees to lie to get out of false statements. There is so much more that I can tell of the unfairness of this claim. Lies, forgery and misrepresentation. Thank you! I can only email the paperwork that they forged. I have documents but couldn't send them because I cannot transfer the pictures from my phone to my computer. Please send me an email that I can send them on.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am filing this on behalf of my 72yr old mother in law Betty *******. She purchased a camper July of 2021 and in order to keep the lifetime warranty they offer you must bring the camper back at least 1 week prior to the original purchase date for inspection. We have had to take the camper back for service 4 times in the first 8 moths in which they kept the camper a minimum of 3 weeks and up to 4 weeks 3 out of the four times. When Betty calls for status they put her to voicemail and do not return calls, when she does get to talk to the service manger Chad he never gives her a straight answer as to when she can expect the unit to be ready. I personally have called and spoke to her salesman Richard ******** and was laughed at when complaining about the service department's poor customer service like they are used to the complaints. I dropped the camper off July 9th and it has been there since, we have made multiple calls to get a status and not one answer has been given. Chad gave Betty a number to call stating that maybe she could check on parts status that he claims to be waiting on 855-867-1433 which turns out to be another camper sales place south of Dallas and they have no clue as to why she would be told to call them as they have no affiliation with Demontrond RV and do not sell parts to them. They have had the camper 4 months out of 12 that she has owned it, is there anything you can do to help get them to get it fixed and answer for the POOR communication and service?

  Customer response

  08/11/2022

  Better Business Bureau:
  
  This letter is to inform you that DeMontrond RV has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/11/2022 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In February 2022, my husband and I were in the market to purchase a motorhome. We went to Demontrond RV in Conroe, Texas and were helped by a male salesman. After agreeing to a price on a motorhome, I signed a couple of papers to let them do a credit check for financing in my name for the RV. The salesperson had me sign something called a buyer's order on which it stated that they would attempt to get us financing for 144 months and if they could not, they would try to 180 months. My husband and I clearly stated to the salesperson John that we did not want 180 months financing. We only wanted 144 months. He said "yes, sir" and wrote that 144 months only at the bottom of one of the papers. A couple of days later, I talked to a female in their finance division and she understood that we only wanted 144 months. She informed me that we were not approved by any lenders at 144 months, but that one did make a counter offer of 180 months. I told her that we were not interested in that deal. A few days passed and the salesman calls me and leaves me a message wanting to know when I was going to come sign the papers and take the RV home. I called him to let him know that were were not going to do the deal because we asked for 144 months. He was very aggressive and ugly to me on the phone call. Long story short, I had to block this man on my phone because of his aggressive calls and texts to me. In the meantime, we gave them a $2000 deposit when we applied for financing and now they will not give me my money back. I have talked to the sales manager and provided him with the 4 letters of rejection from various banks. He will not return my calls or emails. So I reached out to the Finance Director who now will also not return any of my calls. I just want my $2000 back. We did not purchase the RV because we could not get financing at 144 months that we asked for. They need to do what is fair.

  Business response

  05/04/2022

  Tell us wJeannie,
  I have attached the buyer’s order and deposit form. Everything circled in pink was written when the documents were requested by accounting for the credit card dispute. She was approved with less money down than noted on the buyer’s order and a better payment/rate than quoted and agreed to when she gave the non-refundable deposit. She never brought up the 144 months until after the credit card company informed her that she would not be refunded the deposit. She never mentioned or requested a shorter term when I called her to go over the approval. Of course, if she had asked for the 144 months at that time I would have let her know that she had the option to finance for the shorter term. I have not had any calls or emails from her.
  
  Thanks,
  Cassidy
  hy here...

  Customer response

  05/04/2022

  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.  
  
  What she said was not true.  We told them that we wanted to finance for 144 months.  This was communicated to the salesperson when we signed the buyer's order.  When Cassidy reached out to me to let me know that we could not get financed for 144 months, she then informed me that one place did do a counter offer for 180 months.  I told her that was not what we agreed to with the salesperson verbally.  We have gotten 4 rejection letters when she requested financing for 144 months.  And this proves that we tried to get it for 144 months and could not.  It is sad that a huge company would take $2000 from a family and not refund their money even though they did not buy the vehicle.  This is no way to do business.  
  
  Regards,

  
  

  Ashley *** *****
  
  
   
  

  Business response

  05/05/2022

  I have attached the letter that Mrs. *** ***** received from the lender who approved the loan for her. I have underlined where the bank stated they would extend credit on the terms of 180 months at 6.550%. This bank does reduce the interest rate by .25% with automatic payment. I have also attached the rate sheet from the lender. I have underlined where it states that she would qualify for that interest rate for 121-180 months. If Mrs. *** ***** had requested a 144 month term when I spoke to her in regards to her approval, I would have informed her that she qualified for that term. She never requested or mentioned the 144 month term until after her credit card company denied her refund. 

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After signing for the purchase of our 2022 Thor Axis 24.1 on July 31, 2021, we picked up the RV on March 1, 2022. Upon choosing this particular make and model, not to mention choosing De Montrond dealership, we felt certain that all the items we viewed onsite, in brochures and via DeMontrond RV and Thor manufacturing websites, we trusted that our Axis would be delivered accordingly and as quoted and paid. In going through the post-delivery inspection and instructions, it was noted, that two especially important items were either forgotten or completely missing. One item is the electronic stabilizer that was included and paid for, in the additional options added in the original July 31st purchase at a cost of $1193. After inquiring with the Thor representative, our salesperson, Daniel ******, stated that Thor manufacturing did not receive an order in the hard copy order. Mr. ****** then assured us that it will be installed by De Montrond later, when the part arrives. As of April 22, 2022, the order from DeMontrond to Thor Manufacturing for the electronic stabilizer part has yet been received. The other item is the ladder that is normally included and mounted on the outside back right. This too went unnoticed until the last moment. Mr. ****** again inquired with the representative with Thor to which he was told that this item is no longer included, even though the internal reinforcement was built in for a ladder. His comment also included that Thor Manufacturing may have sent out a notice of this change, but he didn’t get the message; therefore, we were not notified. As mentioned earlier, our expectations are based on everything discussed, viewed, and advertised; thus, our Thor Axis 24.1 includes a mounted ladder in the back of the RV. Anything less is false representation and advertising.

  Business response

  04/26/2022

  Mrs. ****, we have been working with Thor to get you the ladder and stabilizers that you were promised. Even though Thor is not willing to pay for the stabilizers we are going to get them put on for you. Our intention was and still is to get you both of those items regardless of who was paying for them. We are currently awaiting the parts, it is under order # 0991548 with Thor. As soon as we are able we will have it installed for you.

  Customer response

  05/02/2022

  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.]

  The course of action does in fact resolve the complaint to have the electronic stabilizer and ladder installed, providing they are installed within a reasonable timeframe. What remains is that the response states "...Even though Thor is not willing to pay for the stabilizers we are going to get them put on for you. Our intention was and still is to get you both of those items regardless of who was paying for them..." This statement ignores the fact that the stabilizers were already paid for by me,  the buyer of the Axis 24.1. To make such a statement gives the impression that I never paid for these items, which is not the case. As for the ladder, again, despite the change in policy of Thor Manufacturing to omit ladders in their standard issue after November 2021, our purchase was made prior to this date. As fully explained in this complaint, the ladder is expected to be standard issue. It is part of the total price of the RUV and that too has already been paid.

  A complete resolve needs to fully acknowledge that these items were included in the final sale and paid for by the customer, in addition to stating that the two items will dutifully be installed as soon as the parts arrive. I do not care to be invloved in who has to now cover any costs to fulfill the purchase as that implies giving me something that I want beyond the expected purchased product.
  
  Regards,

  Melanei ****
  
  
   
  

*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. ↩