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Outdoor Travel

Phone: (905) 548-8585

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Customer Complaints Summary

3 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues1
Problems with Product / Service2
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints3

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (3)
11/25/2014Problems with Product / Service | Read Complaint Details
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Complaint
We consigned our RV for sale for 14 months. Our complaint is that while the RV was consigned to Outdoor Travel it suffered some ******* deterioration. Of particular note was the main door mechanism was damaged. Outdoor travel allows potential buyers to check out the inventory and thereby the damage. This happened early in the consignment and we brought it to the attention of the sales manager immediately and he agreed that Outdoor Travel would repair that problem. Finally after no sale was forthcoming we advised Outdoor Travel we would end the consignment and arranged to pick up the RV expecting the repair to be completed. On pick up we were told parts had not been located but they then removed the old parts so they could match them. We were later advised they could not locate the parts so we attempted to do so and were successful in locating what we were told by a ****** dealer was the correct part. On arrival for the agreed upon installation we were advised the part was incorrect as Outdoor Travel had previously tried a similar part. We then asked for our original parts so that we could compare or reinstall and service advised us they could no longer locate our original parts. We are left with no solution to the broken door.

Desired Settlement
We just want the door repaired as previously agreed to by Outdoor Travel.

Business Response
We have been in contact with Mr. ******** since this complaint was filed and finding a way to fix the door is proving difficult. There is a bracket that mounts on top of the door that holds the door open and the old bracket was broken. The manufacturer of the motorhome is out of business and we couldn't locate a replacement bracket. The old bracket was broken so yes we did through it out and that maybe a mistake to through it out but it was broken. If Mr. ******** can find a replacement bracket that will work we will install it. As part of the agreement the we are not responsible for any damages while it is here unless we cause the damage. The motorhome is 16 years old it is possible that a door bracket might fail. Although not our responsibility, out of goodwill we actively tried to fix the bracket at no cost to Mr. ******** and are willing to continue to find a replacement bracket if possible.



Consumer Response
My issue was solely about the door which shortly after it was damaged, (early in the consignment) Outdoor Travel acknowledged that the damage to the door and they would repair it. I have subsequently on arrival in ******* discovered that the repairs here will cost $639.00 for parts and $111 for labor by a reputable RV service. This will be in US dollars.

09/24/2014Advertising / Sales Issues | Read Complaint Details
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Complaint
After signing the sales deal that was based on two agreed conditions; 1st is that the sales rep would find me a storage facility within the GTA for approx. $50/month, second that my vehicle a 2008 ***** ******* can be fitted with a genuine Hatch to tow the trailer.
After checking with the ** dealer where I bought and service regularly my vehicle , I was told that the maximum towing weight should be around 4000 lb ( the total weight of the trailer was more than that) and that my vehicle does not have the option to be fitted with a hatch, only maybe an after market one, which is not guaranteed by **.
So I decided to cancel the sale agreement which I did after one week by sending an e-mail to the rep , his manager and the finance manager.

Desired Settlement
complete refund of my $500 deposit

Business Response
The purchase of the trailer was on a proper written vehicle purchase agreement contract as all our purchases are done. There was on condition on the contract with regards to a finance approval. Once the financing was approved the contract was firm and binding. We proceeded to perform the pre-delivery inspection on the trailer and ordered in the custom hitching equipment for Mr *****'s tow vehicle as was outlined on the purchase agreement contract. Mr. ***** has the right to cancel the contract. We are governed by rules of conduct as set out by the Ontario Motor Vehicle Industry Council and in the event that a purchaser chooses to cancel a contract we can deduct any expenses incurred in cancelling the sale for the deposit. This is also outlined on the purchase agreement. The expenses in cancelling this sale exceed the deposit and this point. The tow vehicle is a good match for the trailer and this was investigated ahead of time. There was nothing on the contract regarding finding storage and there are many storage options for a trailer this size.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Simply they are sticking with their position and I am too.

01/02/2014Problems with Product / Service

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Trailer Sales

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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