Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:24/02/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BEWARE FOLKS - NO COMMITMENT TO THE CUSTOMER AT *************************** RV I purchased a ************ trailer from 1000 Islands RV, April 18th, 2024 for approx. $138000.00.I was assured at pick up a complete PDI of the trailer was done. Obviously this was not true.After a 2 hour drive, I arrived home to discover the levelling system was not functioning properly.There were a couple of other issues but this was the major one.The dealer suggested I call the manufacturer of the levelling system (******************************) directly. All they were able to do was show me how to override the system so I could unhitch the trailer. Long story short, I returned the trailer to 1000 Islands for repair. After being told the fix was complete, on June 7th I made the drive to the dealer (4 hour drive round trip) to pick up my trailer. I asked to see the system work before hooking up to my truck. It failed again. When I asked if they had tested before making drive all that way, the answer was they just cleared codes. After over a week of no contact I called to see how things were progressing. That is when I was informed no parts would be ordered for the fix until it was confirmed by ************ and/or ******* Components that they would cover cost of parts and labour. I was held hostage while the companies decided what to do. July 31st I made the drive again to pick up the trailer. Activated the levelling system and it FAILED again. It took till October 7th to complete the repairs. The system is operating better, but still has issues. I will be going to a different dealer this spring to complete repairs. On December 18th, after consulting with legal, a demand letter was sent to 1000 Islands requesting compensation for the loss of the 2024 season, out of pocket *********************** of the trailer, totalling $35987.00.The dealer acknowledged receipt of the letter early January 2025 assuring me the CEO would respond. There has been no contact from the dealer since. NO SURPRISE!!

  Business Response

  Date: 08/03/2025

  I have also reached out to head office and the CEO to follow up the letter received.  We are happy to look after any remaining warranty issues but factory does not cover any compensation for lost time.

  Customer Answer

  Date: 08/03/2025

  Dear BBB,
  Thank you for the response.
  This is not the first time I have been told the issue has been escalated to the CEO and/or head office.
  If possible, please ask them how much MORE time is required for the CEO and/or head office to reply.

   

  Thank you so much,

  ****

   

  Customer Answer

  Date: 19/03/2025

  Good morning,

  I responded to the last communication on March 8th, asking the BBB to request a timeline as to WHEN the CEO will respond. 

  This is not the first time I have been told the issue has been sent to the CEO/Head Office. 

• Initial Complaint

  Date:29/10/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told my trailer would be ready in six weeks back in July but that has not been the case. I am paying for a trailer that I do not have and the warranty is almost up from them prolonging this repair. I purchased this trailer back in 2022. I want the trailer fixed and back in possession or give me another trailer.

  Business Response

  Date: 28/11/2024

  Over the course of the past few months we have completely changed the entire management team here at 1000 Islands in both sales and service. We recognize there were a number of challenges and poor communication and results. We are committed to rebuild stronger and regain the trust our clients expect and deserve. That being said at this point we do in fact have all the parts for Mr. ******* and work is being done to complete all repairs. My focus is and will continue to be looking forward and we have tried to reach out to the client several times this week to discuss and have yet to hear any response . I am more than happy to discuss further options , plans and ways forward . 

  Respectfully 

  Customer Answer

  Date: 03/02/2025

  I reject the business response it is not truthfully what the business is saying.  I want my trailer fix properly, I want the black mold gone.  I am paying for a trailer and I still do not have my trailer.

  Business Response

  Date: 18/02/2025

  I have spoken to Mr. ******* multiple times on the telephone and in person .  The last conversation had he was ignorant, threatening to myself and our staff after being presented multiple options. He concluded he was contacting his Lawyer . I am no longer dealing with him and he has our legal contact information and is not welcome back at our store . At this point he has his trailer back in his possession and was 0 charge to him . 

   

   

• Initial Complaint

  Date:15/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a 2023 Pleasure TS RV from 100 IslandsRV center in March of 2023. While completing the financial transaction, the Finance Manager offered us a number of brochures for warranty protections. We chose the warranty protection called Platinum Shield for the amount of $2,950 plus HST. When we went down to puck up the vehicle, we were advised that of the 4 items we thought were getting under the package, only one of them was actually available and able to be carried out by the dealership. At that time we made a verbal complaint to the Sales Manager. (**************************) He apologized and told us that we were to get the Rustproofing done in ****** and then send him the bill and he would reimburse us for the warranty package and the actual cost of the rustproofing. In May of 2023 ( letter attached), we sent him the information as he requested with the total amount he promised to reimburse us. Having heard nothing, we sent an email to 100Islands RV, seeking an update. On the 22nd of June, the Sales Manager sent us and email apologizing for the delay, claiming he had not gotten the original email and said he would be purolating us a cheque this week. (copy attached). Since then we have sent two emails to the business but have only received one note from the sales staff that they would be forwarding our issue onto the General Manager

  Business Response

  Date: 02/10/2023

  There was certainly a misunderstanding with regards to the protection products (interior fabric/leather, paint & rust protection) that were purchased at the time of sale and an oversight with regards to reimbursing the associated costs.

  We will be sending a cheque via Purolator this week for the requested amount.
  

   

  Customer Answer

  Date: 02/10/2023

   

  Have received your correspondence. We have been promised a cheque before, so I will respond to you within the next 7 days  to advise whether they deliver on their promised cheque or not.

   

  Thank you

   

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

  Business Response

  Date: 10/10/2023

  Cheque was delivered via Purolator on October 4, 2023.

  Regards,

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

  Customer Answer

  Date: 14/10/2023

   
  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.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:08/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase a off grid trailer late last fall, when I was preparing to get it ready for the upcoming season discovered that the dealer had mislead me in saying that it contained a 12v fridge for off grid use. the fridge that was installed is 110 volts, so needs hydro power to work, the advertising for this trailer stated 12v fridge, I have attempted to deal with this issue and the company refuses to respond, after first attempt by phone I received no response, I then attended the business and spoke to the sales person, they stated they would do some checking and respond in 5 days, again did not happen. Then I sent a email to the owner asking for him to make contact about a very important issue, again the business has not responded. the only reason I purchased this trailer was they stated that it was off grid, and was told the only things that would not work is the air conditioning and the micro wave, the trailer they sold me is no use to me the way it is, they seem to not care in the least about misrepresenting to sell a unit, and have not even tried to offer any solution at all.

• Initial Complaint

  Date:29/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took a motorhome in for an inspection of everything non-mechanical (i.e. fridge, AC, interior lights etc...). Took it in July 2022 cost was ~$350 for the inspection. It was promised that we would receive a full complete estimate and a copy of the inspection report. They told us to come pick up the unit and pay before paperwork was ready as the employee who would provide these items was off sick, and promised they would be sent to us soon. I never received the inspection report or a proper estimate on business letter head with the information I am entitled to. I have tried calling several times and have sent 6 emails to the business with no response to adequate response to my queries answering my questions.

  Business Response

  Date: 07/10/2022

  I have attached a copy of the work order that was completed when Mr.****** had his motorhome in for service. We performed a Bronze Maintenance Package on the motorhome and found additional items during our inspection that needed to be addressed. Mr.****** was made aware we had to change out his battery and 30amp plug. During the inspection it was noted that there were multiple leaks, multiple lights not working, awning had a tear and propane tank needed to be changed. Due to issues being electrical and water intrusion, there is no real estimate that can be given as to the length of time it will take to source the issue as well, without knowing the source no estimate of what is needed for repair.  Quote was given on Sept.9 to repair propane a new tank is anywhere from $1500-$2000 and up to a year to receive - along with 4-5 hours to install in labour. Awning repair would be roughly $350 in labour and $550 in parts.

  We have provided these totals to him. As requested by the customer a detailed quote, as you see in the above note we are not able to do this as we need more time for diag which the customer was not prepared to spend as they already had 24k sunk into the motorhome. He did not want to spend anything additional on it.

  Customer Answer

  Date: 07/10/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  
  

  As saw in the emails I initially attached in my original complaint, I have tried to reach them numerous times to discuss the "quote" they gave in an email. We were told the quote would be in an invoice like format. Not only was it not provided in suitable format, we also had to chase them after the fact for details outlined in my original complaint. I did acknowledge an exact quote could not be provided due to electrical and water system issues, however they refused to respond to my email or call me to discuss the matter. 

  
  

  What would close this matter and be deemed a satisfactory quote is if they will provide the estimate and details provided in their email in an invoice like format (pdf format or print out to pick up, company information, date of inspection, mileage of unit, issues with estimated cost of parts and labour where available). 
  
  
  
  Sincerely,
  
  
  
  ***** ******