Business ProfileforVoyager R.V. Centre Ltd.

Throughout the week being told by sales people and managers that they would keep us in the loop not one phone call was received by Voyagers team, we (the buyers) had to beg to get in contact with them just to get awnsers, Yes voyager offered to pay for a hotel because the RV furnace (in the middle of winter, on a brand new unit under warrenty) didn't work, however, it is the LEAST they could have done with kids in tow knowing our reasoning for purchasing a RV in the first place. Yes Voyager refunded the trailer and the payment that came out of my account and on the promise of a full refund if the trailer was unresolved, great, I wouldn't say any other dealership would have done the same thing for thier customers for a BRAND NEW unit off thier lot, defective ON the lot even before delivering it I am entitled to a full refund under warrenty and consumer rights. As far as the payment made, it was made before we even saw or went to retrieve the unit so again, I was entitled to that, Voyager, once again very unprofessional to mention any sort of finances on a Google review. Yes we had a free (and late delivery) however, in my opinion is a sugar coat to make Voyager feel better about selling and distributing a beyond repair brand new RV, And the meaningless words of managment promising rectification. Lastly and more importantly, when we arrived to Voyager after the RV was towed away we initially were interested in starting another transaction with them. They took us into the office where we asked standard questions regarding a new unit. The manager in poor taste once again stated that he suspects when we buy (a new unit under warranty through thier company) that there would be issues with us being a client ie: if another piece of garbage would come out of thier store. I was repsectul, understanding and kind until the safety and well being of my family was compromised with no comminication in sight, besides "were working on it, and well get back to you" a nightmare!

Unfortunately you indeed had a couple warranty problems with your newly purchased 5th wheel that cropped up right away when taking delivery of it. (which we weren't able to do the final diagnose and fixes, until the factory was to re-open after their holiday shutdown) We also wish we had pro-actively communicated with you better during the 2 days, to keep you informed on the repair progress. Our staff will work on that moving forward. However in every other way, our business practices were true to that of an A+ BBB dealer (which we are) as due to the inconvenience(s) caused by the warranty issues you experienced, Voyager RV did the following - all within the first week of ownership: - delivered the RV to you, no charge (a day late though, after slide wouldn't work) - put you up in and paid for a hotel room for that missed night in the RV, & offered to buy you dinner. - gave you a $100 fuel card for any extra travel you may have incurred - next day, sent one of our in-shop RV Technicians to do a service call to your RV ... after you called us to say your furnace was no longer working properly. - he could not fix it on-site unfortunately, so he offered to go and get you a couple block heaters to help if you still wanted to stay in the RV. - you chose to instead stay in a hotel again, to which we covered that expense in full. - you said that you no longer want this 5th Wheel, as you had no confidence in it anymore (understandable) and you said you want to return it for refund. - we instantly agreed to take it back from you for a full refund, no questions asked. - we sent a driver to pick up the RV back up from your lot, the next morning. - you then came out here to finalize signing over the 5th wheel back to us (so we could get the bank to process full refund) ... and to maybe look for a different RV. - our Manager met with you and your husband, as he wanted to know if you even wanted to work with Voyager RV on another purchase? (as you clearly didn't seem content with things or our staff) And that IF you did want to still consider another RV from Voyager, if you would agree to be considerate to our staff moving forward - if/when warranty issues should arise. Seemingly a fair ask by any person/business. - unfortunately you left the office quickly at that point, so the manager had to have the rest of the discussion with just your husband. (It was a mutually respectful discussion to which your husband said the he would go and talk to you, for you both to decide if you did indeed want to consider another purchase from us.) - before your husband even came back to give our manager an answer, you had already submitted a negative 1-Star review on ****** saying that you would never recommend buying from Voyager RV. - to us that basically cemented what your final decision was, to just remain with the full return & refund from us, and then buy elsewhere. Your husband was disappointed that you left the negative review, and then left himself. - we understand that consumers will make their choice who they wish to deal with, and that there is choice out there. So we fully respect that decision. We wished your husband all the best prior to him leaving. Obviously (like for all customers) we would've preferred your RV to not have had the warranty issues to begin with ... we're sorry for that happening. And as mentioned to your husband, we all wish your family all the best moving forward...and hope for a smooth RV ownership experience for you next time. However our Team feels proud about the fact that we tried to fix your warranty issues in a timely fashion, covered unexpected expenses caused by this, and then ultimately took your 5th Wheel back from you asap for full refund (no questions asked) ... so that you could invest in an RV and dealership that you had more faith in. We're not sure what else we could've done, given the circumstances - and feel that this is in no way related to a Better Business Bureau complaint .... as we sold a consumer a product for the agreed-upon price, customer then decided they no longer wanted it, and we gave a full refund asap, and covered associated expenses. So if/when problems should arise, that sounds like one of the Better Businesses to deal with to us.