ComplaintsforTexas RV Outlet Superstore

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 18, 2024, a deposit was made for the purchase of an RV. This deposit was made with the understanding that it is fully refundable should we decide to pursue alternative options. Following further consideration and exploration of available options, a decision was made to pursue a different RV model within 48 hours. Subsequently, efforts were made to inform the dealership of this decision and to request the refund of the deposit. Despite repeated attempts to expedite this process, as well as direct communication with both *** and the General Manager, our refund has yet to be processed as of June 20th.We find the delay in refunding our deposit to be unacceptable at this point, and have received multiple excuses which have not resulted in the transfer of funds back to our account. We request immediate attention to this matter and appreciate your prompt resolution of the issue.

  

  Business response

  06/21/2024

  We have investigated *************************************** complaint and determined the following:  Her claim that her deposit refund was not handled properly and in a timely manner has merit.  Our staff did not follow the proper procedures, thus delaying the processing of her refund request.  This morning, we processed her refund and have attached a copy of the receipt for her records.  It is common for the refund to not show up in the customer's account for a few days.  So, ask for your patience and to give it time to process through your bank.

  Additionally, we have brought this matter to the attention of our staff.  We reiterated and retrained them on the importance of following proper procedures for handling these kinds of transactions.  

  At Texas RV Outlet Superstore we don't profess to be perfect.  And when we fall short on our commitments to our valued customers, we will do everything within reason to resolve the matter.

  ********************* (Chief Operating Officer)

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** highlighted they do a 50 point check on all vehicles they sell. Water heater leaked & soaked carpet on first trip. Returned for repair & stated they pressure checked heater. Still leaking & failed to connect wires back to unit. Not fixed. Now want to charge $169 per hour.

  

  Business response

  04/04/2024

  **************** purchased this motorhome from ** in January 2024.  Prior to delivery, our technicians performed a major system check on this motorhome.   Once completed, we did a detailed walk through with **************** by demonstrating that everything worked correctly and performed to his satisfaction before having him sign his contracts.  At signing, **************** was offered warranty protection for his motorhome.  He chose to decline.

  Several months later, **************** notified us of a leak around his water heater.  Considering that he did not purchase a warranty, as a professional courtesy, we offered to look at the ** for him at no charge.  Our service team determined that an inlet water check valve had failed.  We replaced the valve and successfully pressure tested the water heater for free.  **************** was then shown the repairs, was satisfied and took back possession of his **.

  Several things could have contributed to this system failure.  The ** not being winterized by the customer when not in use during the winter months.  Also, if the ** was hooked up to a high-pressure water line without a water pressure regulator.  These are just a couple of many possibilities that could have occurred.

  Most ** dealers would have charged **************** for any repairs and pointed to the fact that he was offered service warranty and declined coverage.  We instead, chose to offer assistance even when we weren't obligated to do so.  

  At Texas RV Outlet Superstore, we will do anything within reason to support our customers.  Our goal is to achieve their satisfaction and in turn, receive referrals as we continue to grow our business.  This approach has generated thousands of satisfied customers for us over the past 14 years and we look forward to many years to come.  

   

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2011 Monaco diplomat for 120k in the beginning of January from Texas rv outlet. I was told they specialized in out of state buyers and they ensured their rv were in good working condition. **** the salesman stated that if there was anything wrong with the rv that they would take care of the repairs. They told me they had multiple people walk through it and the inspection was done and the engine and generator service was done so I had it delivered by one of their professional drivers. Upon delivery, it had a check engine light on, a taped on windshield wiper and multiple big cracks in the windshield. I called **** and he told me that they knew about the check engine light and didnt have time to fix it and to take it to a shop and they would handle the repair like they had previously stated. The shop diagnosed the check engine light and performed an additional inspection and came up with a variety of problems. I called **** and he directed me to his supervisor and told me to have the mechanic get in touch with him. ***************** from *************** in ***** ********** contacted Texas rv outlet and they told him everything was ok and to make sure I sent them an itemized receipt when the work was done. The work included a temperature sensor and wiring harness, bags and valves on the suspension, front drums and brakes, and tail lights. I contacted Texas rv outlet with an itemized receipt and now theyre refusing to pay anything. **** and **** the supervisor both admitted to seeing atleast the sensor noted on the account but still refused to pay. ********************* the ** says that **** did talk to him but refuses to believe the rv left like that because their drivers wouldnt drive a vehicle with problems. There has still been many problems that I havent even gotten to yet and things they lied about but I want them to atleast pay for this. They still havent even given me back copies of my paperwork that Ive asked for multiple times.

  

  Business response

  03/28/2023

  To whom this may concern,

  ****************** purchase 2011 Motorhome (12 years old) in January 2023.  Our commitment to all of our customers including ****************** is to assure all of the primary systems on the vehicle is operational.  We do not commit too or represent in any way that we guarantee a full restoration of these vehicles.  Just prior to shipping this motorhome to ********** the check engine light came on during a test drive.  We plugged the motorhome into our computer and determined that a sensor needed to be replaced.  We contacted ****************** and asked if he wanted us to change out the sensor or go ahead and ship the vehicle to him and reimburse him once he had someone locally do the repair.  ****************** opted to have us ship the motorhome and he'd get the sensor replaced.  

  ****************** had the motorhome looked at by a repair company of his choice.  In addition to the sensor repair that we authorized, ****************** had this repair company list anything else that they recommended addressing.  It came as no surprise that this repair company's recommendations created a pricey repair ticket for themselves.  Many of these recommendations were for repairs and replacements for systems on the motorhome that had not yet failed and were still functioning as designed.  Our GM and Service Manager reviewed all of these additional items and concluded they would only pay for the sensor per their agreement with *******************

  Attached is a copy of the check issued in the amount of $1,165.32 to ****************** for the sensor replacement as per our collective agreement.  

  At Texas RV Outlet Superstore we specialize in preowned RV sales.  We assure our customers that prior to pick up or delivery, we will test the primary systems of the vehicle.  This includes all kitchen appliances, heating and cooling systems, water heater, electrical, plumbing, slide mechanisms, propane systems, as well as the general operating systems.  We repair or replace any equipment that we discover isn't working properly.  However, we DO NOT restore recreational vehicles.  If we did, our customers would have to pay substantially more for these vehicles.

  Our goal is to provide a quality product at a discounted price to meet our customers budget and enjoyment.  And we pride ourselves in always being available to our customers after the sale as we were for *******************  We answered his calls and as agreed, we are paying for the sensor replacement on his vehicle.  

   

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

  Chief Operating Officer

  ****'s RV, Inc.

   

     

  Customer response

  04/11/2023

  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

  12/09/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My husband and I were looking at an ** that we saw at the Texas RV Outlet Superstore. I was assigned to a salesman named ****. I had never purchased an ** before, so I had plenty of questions. One of them was whether or not we should wait until after the inspection that we wanted to get to go through with getting our pre-approval over to their finance guy. He said he would wait until after. I have attached the screenshot of this. So, he told me that they would be able to pull the until up for inspection on Saturday if I could find someone to come look at it. I was able to find a helpful individual who would be available to come that Saturday morning. Deposit was made for the *** inspector was paid, and we were all set up. Lo and behold Saturday morning, the inspector calls me and tells me that the unit is in the very back, not hooked up to anything for inspection and they have no one available to move it up. I call **** who was almost to the store and said he would call me when he got there. After a few minutes, he calls and tells me that they definitely should have had it pulled up, but also his manager said that they don't usually do inspections until after the pre-approval goes through or the ** is purchased. I had specifically asked **** this question and he told me to wait until after the inspection. At this point, the inspector cannot inspect it as the ** is not hooked up. The inspection fee is non-refundable. We lost the $625 by doing exactly what our salesman had told us to do. I spoke with the manager ***, who was incredibly rude and essentially blamed me for not understanding the process. I argued back that his salesman should know the process and be able to walk me through it. *** also said that no service order had been put in for the inspection. Had I known that the pre-approval was necessary for the inspection, we would have done it! We were just told wrong! I would like for the ** dealer to refund the $625 we lost due to their mistake.

  

  Business response

  12/11/2021

  We have reviewed ***************************** complaint and determined the following.  Our retail team did commit to having the ** they were in the process of purchasing pulled up to the shop, hooked to electricity and staged for a pre-inspection.  However due to a miscommunication between our sales department and service department, the ** wasn't pulled up and ready for inspection.  This was clearly an oversite on our part and caused the prepaid inspection by the customer to be compromised.

   

  As a result of these findings we will be issuing a reimbursement to this customer in the full amount of $625.

   

  At Texas RV Outlet Superstore our goal is to meet all of our commitments to our customers.  This said, we don't profess to be perfect!  If we ever fall short of expectations, we will always do everything within reason to make it right for our customers. 

   

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

  Chief Operating Officer

  *********, Inc.

  Customer response

  12/13/2021

  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.
  
  I am grateful for **************' response and actions to resolve this issue.
  
  
  Regards,
  
  
  *************************

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I bought a used rv on 12-2-21. I wanted to give my husband who is extremely sick a little less stress. We had been looking with no luck for some time we decided to go with a dealership. I called a Gentleman named *********************** at first he seemed ok but he then became pushy and at times plane rude. We ended up picking a 5th wheel after asking a million and one questions as to the condition ie is there any water damage? All the appliances work? CAN we replace the couches? So on. With our credit being less than perfect we had to have a family member loan us a part of our down payment. Because it was a new credit deal we had to have $6,000. After letting them know what was going on we needed to be out of our place within a certain time frame. They went on Thanksgiving holiday and pretty much forgot about us. The sales manager *** then picked up the sale and helped us get the ** within the allotted time frame. Although during the walk-through there were several items that were skipped over we did not really notice that until afterwards. The surround sound receiver had been yanked out leaving bare wires. We were told many times this was a sound unit there were no leaks whatsoever in the whole unit but when we got at home that's another story. There is extreme water damage everywhere the floor is starting to fall in there is rot in every corner of my **. They hid it by painting over it and putting pieces of paneling over those rotted areas peices of tape also.the rv will not last us three to four months maybe and we are paying over $30,000 for it. We were even told that we were paying well over what we should have been paying because they can finagle the price because its not listed on internet yet. we have called and called no help and no calls back. We were assured this rv was sound. They knowingly sold it like that. I've just keep getting run around. After they got our deposit no one can help us. No one cares this rv is falling apart in less than 1 week.

  

  Business response

  12/10/2021

  We sell pre-owned **'s from most all manufacturers ranging in model years from **** to 2021.  These vehicles are pre-owned, and many have various preexisting issues.  Anything from random damages to missing accessories, etc.  Every customer has the opportunity to view any particular ** prior to purchasing.  This allows them to access the overall condition of the vehicle and determine if it meets their overall needs and expectations.  ****************** and ***************** were no exception and did so prior to deciding to purchase this vehicle.  The minor water damage was present when they 1st viewed the *** as it was during their final walk thru prior to signing their contracts and taking possession of the **.  The theater system was missing as well.  Each of these preexisting conditions were present when we purchased the vehicle and in turn, we priced the vehicle accordingly.  

  As a large preowned dealer, we don't commit to doing additional cosmetic repairs or replacing stereo equipment unless the customer is willing to pay for these things.  This customer didn't ask us to do these additional repairs or express a willingness to pay for these additional services.  What we do assure is all of the major systems of the vehicle are working properly.  Kitchen appliances, heating/cooling, propane system, water heater and general habitability items.  We did fulfill the major systems commitment as agreed and demonstrated so during the walk thru.  Once the walk thru was completed and the customer indicated they were satisfied, we then had them sign their contracts. 
  

  Attached are as many documents as your download system would allow us to submit.  We can provide additional documentation upon request.

   

  Item #1  Buyers Order page #1 showing ************************* and *************************** purchase details of this transaction

  Item #2  Buyers Order page #3 showing there is NO EXPRESSED WARRANTY and that we sell the vehicle "AS IS"

  Item #3  Buyers Guide page #1 showing the unit is sold "AS IS" - NO DEALER WARRANTY

  Item #4  Delivery and Acceptance page #2 showing they fully understand they are purchasing the vehicle and all accessories "AS IS" and they are responsible for maintenance and upkeep

   

  Our standard practice is to advise our consumers that we assure the major mechanical systems in the ** function properly.  We don't suggest or offer to do general cosmetic repairs.  To assure the customers' expectations are met, we always have the customer inspect the ** prior to doing any contracts.  This helps us make sure the consumer is happy with the overall condition of the vehicle prior to closing the purchase.

   

  It is our position that we have met the standard of requirements on this purchase and no further action needs to be taken.

   

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

  Chief Operating Officer

  *********, Inc.

  Customer response

  12/18/2021

  Complaint: ********
  
  
  I am rejecting this response because:this place is a health Hazzard I want my money back am getting sick here
  
  
  Regards,
  
  
  ***********************
  

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used 2013 Winnebago lite five 29fwrls fifth wheel from Texas rv outlet superstore on 5/4/2020. I paid a $10,000 down payment and paid another $29,000 over the course of the next year to pay it off. After about 6 months I had something repaired and the repair guy found my slide out roof was taking on water and needed to be fixed. I called the dealer and was told they would only help if I brought it in, which wasn't an option as I was living in it at the time. After trying to get it repaired for the next year by various companies, I move around for work so it was difficult to stay in one place long enough to get it taken care of, I finally had someone out to fix it only to find the water damage was more extensive and would be about $5000 to repair. The gm of Texas rv outlet superstore told me how he doesn't see how that's his problem and didn't know what to tell me.

  

  Business response

  11/11/2021

  To whom this may concern,

   

  ************** purchased this vehicle "AS IS" on 5/4/2020.  Attached are the following documents signed and initialed that represent the terms of this purchase.

   

  Purchase Agreement Page #1 - States there is No Manufacturers Warranty and the Customer is solely responsible for future repairs

  Purchase Agreement Page #2 - Item #9 States we make no warranties, express or implied on the vehicle

  Buyers Guide - Checked box that the vehicle is "AS IS" - NO WARRANTY

   

  ************** stated in his complaint that a water leak was discovered approximately 6 months after taking possession of the vehicle.  The leak discovered could have and likely did occur during this time after this purchase.  The fact that he didn't immediately address this issue and allowed it to continue for approximately a year, clearly played a roll in the water damage becoming more significant.    

  As we have demonstrated, our documentation reflects that the terms of this purchase were clearly and accurately presented to this customer.  The inactions of ************** was the reason for this damage.  We believe we've fulfilled our commitments to this customer and consider this transaction to be closed.

   

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

  Chief Operating Officer

  *********, Inc.

   

  Customer response

  11/14/2021

  Complaint: 16113060
  
  I am rejecting this response because:

  The water damage is a result atrophy on the part of the seals and was not a sudden event. When i spoke to Namen 6 months after purchasing the ** he said he couldn't help me if i couldn't bring it in to your shop. I can now and that was why i reached out. I have been trying to repair this since i found it but have been delayed because i've needed to be mobile for work. I am trying to come to an understanding on helping me fix my trailer. Is there not some middle ground to be found for the repair work? Can i cover parts and you give me wholesale price on labor? I ask that you stand behind the quality of the trailers you sell and help me.
  
  Regards,
  
  *********************

• Initial Complaint

  09/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug 30th 2021 I bought a 2007 Laredo by keystone rv travel trailer from Gregs RV aka Texas RV outlet superstore for $22,995 I put $5000 down and was guaranteed everything works. This is my home or Im basically homeless they knew this from the beginning. I get to rv place where Im renting for it to be lived in. The electric outlet was completely melted including the wires to. Inventor didnt work. Has a massive water pipes leak. The floor is starting to cave in as well. The ** didnt work the oven wouldnt turn on the frig didnt work and when I went to turn on the furnace because its getting cold out and it doesnt work either. They refuse to respond to calls or texts etc. I want a refund on all the work I have done plus the floor and furnace repaired or I want $10,000 back as its not worth the $22,995.

  

  Business response

  09/27/2021

  I have reviewed *********************** complaint and spoken with her concerning the issues she is experiencing with her **.  I have spoken as well with the ** Tech that is going to do the necessary repairs on her **.  The ** technician indicated that he would address these issues possibly later today or tomorrow at the latest.  Our company has agreed to cover the costs of the repairs as well as reimburse her for the expenses that she has already incurred for other repairs.  ***** has my direct line and knows I'm here to assure she is taken care of.

   

  ***** Evans 

  Chief Operating Officer

  *********, Inc

• Initial Complaint

  09/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We are from *********** ** and we traded in a 2019 Class C for a **** Class A in July 2021 at Texas RV outlet in *********** **. We know trading in for an older model that it will not be perfect. Salesman sold to us over the phone and stated EVERTHING worked. When we arrived they had the Motorhome staged and running ready for us. They stated that the Dash AC didnt work so they would repair or replace it. As soon as we got 5 miles down the road, the generator stopped and both roof mounted ACs. We drove back to dealership to fix. They started it back up and said it was probably just a glitch. We left again and this time the dash gauges went out and then the generator shut down again. This time the roof ACs quit working properly. We called the dealership but they wouldnt answer since it was after hours. We called a mechanic out. We fixed the generator and electrical and some plumbing issues and asked for dealer to fix ACs and they refused and will not work with us at all

  

  Business response

  09/20/2021

  I have spoken with ******************** concerning his mechanical issues with his motorhome.  During our conversation it was confirmed that ******************** did have several issues with his ** immediately after taking delivery.  Also that the ** was currently at a major national ** ************** awaiting repairs for these issues.  I agreed to pay for these repairs and soon after spoke with the general manager of the ** dealership in the ***********, Texas area.  I requested the dealership forward the estimate of repairs for review and approval.  Then upon completing the satisfactory repairs, I would overnight a certified check for the repairs to the dealership.

   

  Our goal is to always deliver a quality experience for our customers.  However if we fall short of this goal, that we in turn support our customers and do everything within reason to make things right.  This is our wish for ******************** and his family.

   

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

  Chief Operating Officer

  *********, Inc.

  Customer response

  09/20/2021

  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

  09/10/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We went to look at a toy hauler on 09/03/21. We were told the used RV salesman was out, but they could help us. Decided on one and filled out application. Was told to put money down to hold it until credit comes through. We had $500 cash we gave and asked if we decided before signing anything if we would get this deposit back and told yes. That night, we decided we should not purchase a big item right now budget wise and went back the next day. Talked to same salesman and told him we changed our mind and want our deposit back. We were told the finance **** handles that and they would cut a check. Called him and he said he turned in the request on Tuesday after Labor Day and to watch for it on Friday. No check today, 09/10/21. Called and supervisor said they have nothing to do with the used RV side. Told him then why one of your salesman took our deposit and gave credit app. He said he knows nothing and as far as he is concerned we dont get any money back.

  

  Business response

  09/13/2021

  We have reviewed **************************** complaint and have made the following determination.  Clearly this customer didn't understand how the refund process works that is in place with our company.  We accept responsibility for possibly not doing a good enough job of explaining how this process works.  Since receiving this complaint, we have used this opportunity to re-train our staff on how we want our customers to be informed of our refund policy and procedures.  Hopefully this will help us as a company improve our effectiveness in communicating how these transactions are handled.

   

  **************************** refund check has been issued and is being mailed out today.  A copy of this refund check is attached along with this response.

   

  Please feel free to contact us if you need any further information.

   

  Thanks...

  ********************* (COO)

  *********, Inc.

   

  Customer response

  09/13/2021

  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.
  I also agree there needs to be better communication on their whole process.

  
  

  
  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. ↩