ComplaintsforVan Boxtel RV and Auto LLC

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  This is the second time I have submitted this complaint as I havent heard anything and Im not sure I completed it correctly. I purchased a camper and roof bike racks separately. Upon trying to open the awning the first time it didnt work. Asked for guidance from service at Van Boxtel, they thought one piece was the problem. Tried the next trip, still not working. Brought back to service. They are not able to get it working. All along I asked for either a replacement or a substitute. They tried to submit through warranty who denied. I am told they are working with the company in ******. I was also sold 2 bike racks which I have found out are not appropriate for my style of bike after I asked specifically if it would work. The bike almost came off the roof while on the highway. I thought it was malfunctioning, after discussing it with the parts manager he replaced it. The same thing happened. It is not usable. I am hopeful for some direction for resolution as this has been going on for over 4 months and now they have transitioned to Camping World

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was charged for warranty work and asked to be refunded and they have ignored my request. They won't return my call.

  Business response

  05/18/2023

  Hello,

  We have attached the only repair order we have on record for 2023 for ************  That repair order consists of a charge for winterization ($245.88 + shop supplies and sales tax) and a $30 charge for A/C issues, which is labeled that way because we and the customer split the lost money for special order shipping, for a part that never came in right even though we tried to order it correctly three times. In the end we were not able to do the repair before the customer decided to sell their unit to *****, so the customer opted out of having ** continue ordering the part til it came in right, and to have ***** fix it instead as part of the sale of their unit to *****. 

  The repair order clearly shows that 90% of the $291.68 they were charged, was for the winterization they had done by **. 

  We are sincerely uncertain as to what the customer's complaint is regarding? 

  Thank you,

  Van Boxtel RV

  Customer response

  05/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]  In response to the A/C charge, there should be no charge because it was warranty work.  ***** had nothing to do with the warranty work that had to be done at Van Boxtel because that was the policy of the warranty.  Never was it discussed with me that I would be splitting the cost for the A/C work.  *********** counter even admitted to the wrongful cost to me.  They were going to take care of it.  Even the work that they were suppose to do wasn't done. It wasn't until I got home that I discovered that the A/C unit wasn't even in the dashboard.  So I called them and that is when they started to look for it. They had lost the part and had to search for it.  Also in the process of winterizing my RV they broke the toilet seat hinge.  
  
  Regards,
  
  ***********************

  Business response

  05/18/2023

  It was never stated that ***** had anything to do with the warranty work, it was assumed that when ***** purchased your RV from you, they most likely fixed the problem before they put it on the lot to be sold. 

  When I spoke with our service department directly, they specifically told me that it was decided between the customer and them to split the cost of the special-order non-returnable shipping charges that were incurred, because the customer chose not to have the part ordered a fourth time (since it had come in incorrectly 3 previous times), and was tired/frustrated of waiting (understandably) and just wanted to sell their unit to ***** without being the a/c being fixed. That is why the work that "was supposed to be done" was not completed. And we did not lose the part, we had assumed we'd have a correct new one to put in it's place and admittedly did forget to put the old one back in upon pickup. 

  I'm sure the truth is somewhere in between these two accounts. I've been doing this long enough. In good faith we can certainly refund the $30 that was charged to the customer as their part of the shipping cost split. 

  In regards to the toilet seat being broken during winterization, that was from October 2022 and we cannot offer compensation for something that is not documented or discussed. It would be incredibly difficult to break a toilet seat during a winterization, whereas toilet seat hinges in general are known to wear out or crack from regular use as they are just plastic and bear all the stress/movement up and down. 

  We will send a check out for $30 in the mail. 

  Customer response

  05/18/2023

  [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 is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  05/03/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On April 24,2023 my wife and I went and looked at a brand new trailer at Von Boxtel Rv in *********, *********..Our sales person was *************************** . Very nice guy! Pleasant and Knowledgeable. So my wife and I decided on a 2022 Forest River , ********* E -Pro Travel Trailer. We gave a holding deposit of ****** . No Purchase agreement contract was filled out with Social Security numbers, credit checks just a holding fee. Which we were told that the fee was refundable. Even on the holding contract it does state if we cancel within 24 hours its a 2% fee and after 24 hours its a 5% fee. So we were aware of the penalties. On Tuesday at work I was informed I would be going out of town for my job to **************.( Im in construction) My wife calls first thing on Wednesday Morning to let **** know what happened and we need to cancel.. My job would be all summer so no need to buy a trailer we cant use. She asked about the cancellation fee and he said probably there would be one and would get back to her after talking with Management . Never heard anything or received a credit to my card. So I called **** on May 2 and he informed me that I could get a store credit.But not a refund of my deposit , minus 5% of course .I dont want a store credit of merchandise if Im not buying a trailer ? Thats ridiculous ! What I do want is my ****** back as stated on the holding contract I signed. No where does it state I wouldnt get my deposit back or have to take a store credit . Life happened . We told them we would be back to buy from them next year. But at this point I feel like Im being scammedIf you can get back to me on this matter Id appreciate it. Thank you , *************************

  Business response

  05/06/2023

  Hello and thank you for your inquiry.

  Weve attached a clearer version of the signed purchase contract. We have highlighted specific areas that clearly state this was a Purchase Contract being signed. The deposit is to hold the unit in good faith until the day of delivery when the rest of the balance would be collected. The deposit also binds ** so that we may not sell the travel trailer to anyone else for any price.
  On the purchase contract, it does state a 2% or 5% penalty for cancellation. However that penalty for cancellation is stated on the purchase contract as 5% of the total cash price of the Recreational Vehicle, which means the penalty for cancelling the contract would be 5% of $27900, which would be $1395. We are not asking for that.
  We have additionally offered the ability to use the forfeited deposit on any parts, service or even the rental of a unit at our dealership for the remainder of the year. We are certainly not scamming anyone out of their money.

  At the time of contract signing, another conversation was had with our F&I Manager, who also goes over the purchase contract and down payment and the fact that a unit is being purchased. There was no confusion and a contract was signed. We obtained the necessary drivers license copies, and a copy of their debit card for down payment. These items are attached, with personal information partially redacted for privacy.

  Sincerely,
  Van Boxtel RV

• Initial Complaint

  04/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a camper from them less than 3 years ago. We were having some issues with a small leak back in July 2021 and they had no openings in their service department until October 2021. They finally called me in January about the leak and it is a complete loss. The service department stated that there was a repair done on the slide out, before we bought it. Apparently, the repair failed, and it is going to cost me more to repair it, than what we paid for the camper. My insurance will not cover the repairs because the issue began before we purchased it. Van Boxtel is refusing to help cover some of the costs because it is not on warranty. They are stating I should have been bringing it in every 6 months to get it resealed. Why would I do that if I was never told about the issue that was originally done? If I knew there was an issue, I would have brought it in every 6 months to be taken care of. The service department had no idea of the repair until they did some digging in the camper. When they checked this camper in, they obviously did not make note of this issue. Now I am out of $8,000 and have no camper. The way they handle issues is very unprofessional and want to blame it on the customers. I am unsure why this is an issue on me, when their service department stated that the damage is coming from a repair that is old. On top of this, they decided to wait to look into the leak, until they did some other minor repairs. They stated those other repairs cost me almost $500 and they want that money before they will even give me my camper. If a company knows about a leak, why would they wait to do that last? A good, reputable company would have looked into the leak, before starting any other repairs, so they would not cause any other damage. They did offer to keep my camper until Spring, so I did not have to bring it home on icy, winter roads. I want Van Boxtel to make this right and not make me pay for charges that could have been avoided.

  Business response

  04/30/2022

  On 03/20/2019, ************************* purchased a **** Keystone Sprinter 303BHS from us (Van Boxtel RV). At that time, the unit she purchased was 14 years old.
  We took the **** Keystone Sprinter 303BHS in on trade on 10/31/2018, when it was **** years old. We did not, and do not, have any service records on this unit prior to taking it on trade. The previous customer we took this unit in on trade from did not service their unit with us.

  
  *************** purchased this unit As Is. It is very clearly stated on the Purchase Contract and the ** Disclosure we put in the window and additionally had her sign. Attached are the legal documents that show she purchased this unit As Is and that there was no warranty implied.

  
  *************** brought her unit back for service TWO YEARS LATER with water damage.
  

  *************** states that there were repairs on the slide out before we owned the unit, and she additionally states that the repair failed.
  

  We did not repair the slide before putting the unit on our lot for sale. I have attached all of our internal documents that showcase not only that we did not repair the slide out, but we never found any problems with the slide out on our PDI inspection either. As for stating the repair (that we did not do because there was no issue with the slide out when we sold it or took it in on trade) failed and caused that damage she speaks of, that is highly speculative at best. And if someone at our shop spoke of a slide out repair that was potentially done before we ever took ownership of the unit ourselves, that is also highly speculative.
  

  **s require regular maintenance. We educate our customers as best as we can, but we are not responsible for teaching and telling them every single thing they need to know consumers are ultimately responsible for what they chose to purchase, and how to use it and take care of it.
  

  We provide every customer with an ** Care and Maintenance Tips sheet of paper. On this sheet it states that roof maintenance should be done every Spring and Fall, and it additionally states that slide out room mechanisms should be lubed annually and the seals and gaskets should be checked at that time as well.
  

  *************** states that she would have brought her unit in every six months for these maintenance items if shed been made aware that there was an issue. I ask how we are supposed to make her aware of an issue we were not initially aware of, and I also ask why she would only bring her unit in every six months if there was an issue, when it clearly states on our ** Care and Maintenance Tips sheet that she should be doing this REGARDLESS of any issues that were ever present or not present.
  

  Preventative maintenance is incredibly important and should be done no matter what the age or history of the unit is. To only take care of something properly because there had been previous problems, and not because its a best practice, is short-sighted and will always end in predictable ways.
  

  We would like *************** to come take her unit off of our lot. If she closes the complaint and removes her negative reviews from ****** and the BBB, we will happily eat the cost of the repairs ($458.82) that we did before we got to the major/main one. That is on us, they should have been done in the reverse order, and I can understand her frustration with that portion of her experience.  
  

  *************** will need to contact me directly if this is her choice.

  Customer response

  04/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  *************************

  Customer response

  05/02/2022

  I am not going to take my review down, in order for them to not make me pay the fee. Everyone deserves to know that this company literally will do anything to get money from you. They admitted to s******* up and are blackmailing me into getting it corrected. If they handled the situation better, it would have never gone this far, but I am learning that this is a common thing for this business to do.

• Initial Complaint

  10/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my truck and hitch to them. Asked them to order rails for my super glide hitch to put in my f350. Parts manager came out and told me he knew exactly what i needed so i bought a set of rails from them for $660. Made the hour and half trip back home, went to put them in and they were wrong, didnt fit my hitch. Contacted parts and he told me they would give my money back. Drove all the way back and was told no we wont give my money back because i wouldnt buy a new hitch through them. I was lied too, have 6 hours of driving in and now i have a set of rails that wont work in my *********** am out $660 because the manager lied to me. I want my money back!!

  Business response

  10/13/2021

  We have contacted the customer and offered them a full refund for the parts. At this point we are awaiting some action on the customers part.

• Initial Complaint

  08/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2020 we took are camper in to have are water heater serviced under warranty, we where getting hot water but was not lasting long, they said they fixed the issue and had it winterized for winter. We dewinterized the camper in 2021 and the water heater didn't even work will not light at att, so we took it in and now they want $300.00 to fix it when it was there fault, they told me it was a lose connection which I told them not to fix it put it back together and I'll take it somewhere else, they went ahead and fixed it anyways, and I don't believe I should have to pay for something they screwed up in the first place, I do believe they did it on purpose so they can get more money from people

  Business response

  08/26/2021

  **************** is correct. We replaced the Limit Switch on his water heater in November of 2020. Now 10 months later the water heater in his 10 year old camping trailer has had another unrelated issue. A wire connection had come loose, rendering it inoperative. **************** authorized up to $150 to diagnose the problem. As of now the problem has been repaired free of charge. The only charges involved are $149.55 for diagnosing the problem, not $300 as stated in the complaint.

*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. ↩