Complaints

This profile includes complaints for Traveland RV's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Traveland RV

  20529 Langley Bypass Langley, BC V3A 5E8

• 

  Traveland RV

  5267 Boal Rd Duncan, BC V9L 6W3

• 

  Traveland RV

  Martensville, SK S0K 2T0

• 

  Traveland RV

  1460 Byland Rd West Kelowna, BC V1Z 1A7

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:24/09/2025

  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.

  Hi I purchased a trailer from Traveland ,Airdrie.After purchasing we did a walk through after we were told they did a walk through before we purchased it.When the trailer was brought to our lot we noticed a hole in the bottom of the slide had a hole in it.When we open the bed to put blankets in for storage the hydraulic arms were broken and we couldnt close the bed ,we unhooked the hydraulic arms to close the bed!The lock on the patio door was broken also.I called Traveland to set up a repair on the broken components.I was told I have to pay a $125 in service fee for them to come to the trailer.I told them No its under warranty Im not paying it and I didnt they did repair everything.Then our hot water tank is leaking I called them to repair it again was told I would have to pay $125 for them to come out to have a look again I said No.They did come out to take a look and I do need a new one.I finally called Jayco to ask them about the warranty .I was told I shouldnt be charged for this .I asked Jayco to do a 3 way call with Traveland which they did.They told Traveland that there are 3 free repair calls for free !The person we spoke to had worked there for a year and was unaware of this!!Another employee, Al was unaware also he has worked for Traveland 7 years.If I wasnt aware of the warranty till I called ***** how many other people have paid $$$ for repairs

  Customer Answer

  Date: 24/09/2025

  Hi
  They wanted me to pay $25 for them to come out to the trailer . Again I told them no its covered under warranty.
  My  concer Is how many other customers didnt know about the warranty with Jayco trailers?
  The service **** didnt know about the warranty ***** offers.
  ****** ******

  Business Response

  Date: 24/09/2025

  We appreciate the opportunity to respond to this customers concerns.
  
  Warranty **************************start="345" data-end="348"> After delivery, the customer reported several concerns including a slide issue, bed arms, and a door lock. All items were repaired under warranty at no cost to the customer. Later, when the water heater required replacement, this was also addressed under warranty.
  
  Service ********************start="645" data-end="648"> ************** involves additional costs for travel and technician time. While warranty coverage applies fully when the work is performed at one of our dealerships, mobile service calls may involve fees unless covered by a specific policy. Traveland also offers optional coverage for customers who prefer the convenience of on-site service.
  
  Resolution in ******************start="1025" data-end="1028"> In this instance, Traveland worked with ***** to ensure the customer was not charged for mobile service. All warranty work has been completed, and the customer has not incurred any costs.
  
  Our *******************start="1243" data-end="1246"> We regret the confusion regarding service call coverage. Our staff have since been updated to ensure customers receive clear and consistent information going forward. Traveland remains committed to supporting our customers and honoring warranty obligations in full.
  
  Conclusion
  All concerns raised by the customer have been addressed under warranty at no charge. We have clarified our processes internally and remain focused on providing fair and reliable service to our customers.

• Initial Complaint

  Date:07/07/2025

  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.

  They said they would fix things that were wrong with the unit. They have not finished, they have also made things worse and has not paid us back for the damage they have accrued.

  Business Response

  Date: 08/07/2025

  Hello *******,

  Thank you for your message.  I have spoken to your service advisor and we agree there are repairs that still need to be completed.  As discussed with your advisor, you wanted to use your unit so we made it available for your pickup and use.  Please contact your service advisor to book the unit back in to complete the remaining repairs.  

  Regards,

  **** *****

  Customer Answer

  Date: 08/07/2025

   
  Complaint: 23559704
  
  I am rejecting this response because: they gave nor fixed it in a timely manner, we are over a year of ongoing repairs. Everytime that we drop off our unit their mechanics make it worse. The work is not at caliber and standards one expects with luxurious units. Three work is not acceptable. We no longer want them to work on our unit as they have caused permanent damage and have depreciated our unit. We have not been compensated for the damage they did to our property inside the unit. They promised this month's ago and nothing. They are full of empty promises and shotty craftsmanship. We want then to pay for repairs to be done at a notable dealership.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 09/07/2025

  Traveland RV has made multiple good faith efforts to complete the warranty items agreed upon at the time of purchase. We have already completed the majority of the work and clearly communicated to the customer that several final repairs were still in progress when they requested to pick up the unit for a planned camping trip. That pickup was arranged with full understanding that the unit would return to our shop to finish the remaining items.

  
  We remain willing to complete those final repairs. The customer has declined to bring the unit back.

  
  We have also agreed to reimburse the customer for a foam topper and sheets. We have offered to send a black faucet to match the original, at no charge, and would install it if the unit is returned.

  
  The claims of permanent damage, depreciation, and shoddy workmanship are not supported by any documented evidence. No photos or repair assessments have been provided to us, and these concerns were not raised at pickup or within a reasonable timeframe afterward. We cannot act on vague or generalized complaints.

  
  We want to be clear:
  We are not offering a refund.
  We are not replacing the unit.
  We are not paying for repairs at another dealership.

  
  Traveland RV has acted reasonably, communicated openly, and continues to offer a path to resolution. If the customer wishes to have the remaining items completed, they are welcome to contact our service coordinator to schedule the unit back in.

  
  Sincerely,

  
  **** *****
  Traveland RV Group

  Customer Answer

  Date: 11/07/2025

   
  Complaint: 23559704
  
  I am rejecting this response because:

   

  These reports of the written done were told on multiple occasions. Again this is not acceptable. We also have potatoes to back it up. For example, we have complained about the front door "fix" every time we dropped it off. The techs have made holes in our cupboard to 'fix' the shelf. There are scratches and dents on multiple surfaces, the "fix" for the shower is not complete, the "solution" to 'fix' the toilet was to add more cocking, and the list goes on. We went through with Crystal for the water damage from the water that leaked in and she magically had forgotten that. I don't trust what any of you all say. I never asked that it was ok for the warranty stuff to not be fixed. I knew there was still outstanding items, never said I was ok with it. It has been over a year and traveland had had our unit more than we have. It also shows the shoddy workmanship that you all had the ability to put in the matching faucet and choose not to. What does that say about the company, that anything will do, there is no attention to detail or consideration.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 11/07/2025

  We have read the customers latest message, though unfortunately it remains unclear what she is asking for at this point. While she references photos or damage, none have been attached to any of her correspondence through the BBB or directly with our service team.
  
  Weve now explained multiple times that we are still willing to complete the outstanding warranty repairs. That offer has been open for weeks, and it still stands.
  
  If the customer wants us to complete the work, she can contact our service department to schedule the unit back in. If she does not want us to complete the work, then it becomes her decision to walk away from the resolution that was originally agreed to.
  
  We have already processed a reimbursement for the mattress topper and sheets and they should receive that cheque shortly. We have also offered to provide the desired faucet finish at no cost. If they prefer, we will install the desired faucet at our facility when the unit is returned. Otherwise, we are happy to send the faucet and all remaining parts for the outstanding warranty items to their address, and they are welcome to have the work completed elsewhere at their own expense.
  
  There is nothing more we can offer beyond this. We are not offering a refund, an exchange, or payment for work done elsewhere.
  
  Sincerely,
  
  **** *****
  Traveland RV Group

  Customer Answer

  Date: 11/07/2025

   
  Complaint: 23559704
  
  I am rejecting this response because:
  We have sent pictures, many times. We want traveland to have our unit completed by someone else. They have not accepted that they have done a terrible job and we do not trust their work. 

  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 14/07/2025

  I am camping and have been little reception right now. I do not have enough bars to load pictures. I then work 4 days in a row, 12 hour shifts. I will try to get them in as soon as possible. What is the listed that I can send in the pictures of their terrible work?

  Customer Answer

  Date: 18/07/2025

  The pictures showcase work that has not been completed, damage that has happened to our unit while in travelands possession, and the shotty workmanship. We do not trust travelands' capabilities to complete the work by their "RV techs". We have been waiting over a year for multiple warranty items that are not completed. The water damage on bottom trim and doors happened and we told them about it and nothing was done plus they did not acknowledge that we told them, when we did. Door still not working, after supposedly many attempts to "fix" it. Things like missing screws and entirely wrong in matching equivalent items demonstrate their lack of quality in their work. These items are promised us to be completed and we want them to pay for it to be done elsewhere as their quality is not up to the standards of what is supposed to be a luxurious item.

  Business Response

  Date: 18/07/2025

  We have reviewed the customers most recent message and the attached photos.

  Our position has not changed. We remain prepared to proceed with the customers original Desired Settlement of Finish the Job. If the customer would like the remaining agreed-upon warranty repairs completed, they are welcome to schedule the unit back into our ****** service department.

  If they do not wish to return the unit, we are also willing to send them the remaining parts required to complete those repairs, including the correct faucet finish. In that case, the customer may arrange for the work to be completed at their own expense.

  We are not offering a refund, an exchange of the unit, or payment for work completed elsewhere. That has been reviewed and decided.

  This will be our final response unless there is a change in the customers willingness to proceed with completing the work as originally agreed.

  Sincerely,

  **** *****
  Traveland RV Group

  Customer Answer

  Date: 21/07/2025

   
  Complaint: 23559704
  
  I am rejecting this response because: their work is not up to standards. 

  They owe the work to be done. We do not trust their work nor our unit in their incapable hands. They can send the sink, as I thought this was already going to be sent with the cheque.

  They have ruined our trailer enough. They are to pay for the repairs done elsewhere.

  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23559704
  
  I am rejecting this response because:

  I am repointing the complaint as I was promised a black faucet to install myself, and have not received. As well as the reimbursement cheque that was owed to me was under value. The amount for reimbursement is $268.78, we were sent a cheque for $251.97. I want the difference we are owed plus interest.

  Sincerely,
  
  ******* ******

  Business Response

  Date: 09/10/2025

  We have reviewed the customers latest message.

  
  To clarify, the black faucet remains available and ready to ship. In our last communication, we asked the customer to confirm whether they wanted the parts shipped or preferred to return the unit for the remaining repairs. No response was received, so we held the shipment. If the customer now wishes to proceed with the shipment, we will send the faucet to the following address, which we have on file:

  
  ***************************************************************************************
  Please confirm if this is still accurate.

  
  Regarding the reimbursement cheque, no receipts were submitted by the customer. The amount issued was based on publicly available pricing and a visible ****** price tag from the customer's own photo. We believe the amount reimbursed was fair. We will not be issuing additional funds or interest.

  
  It is also important to note that the customer has an outstanding account balance of $206.52, stemming from unpaid service work orders, including a deductible and diagnostic labor. We are not charging interest on that amount, and likewise will not be paying interest on their request.

  
  We remain willing to complete the remaining repairs or send the necessary parts, including the faucet, should the customer wish to proceed. We are not offering a refund, unit exchange, or reimbursement for third-party work. We eagerly await instruction on the faucet shipment so we can conclude our business once and for all.

  Customer Answer

  Date: 09/10/2025

   
  Complaint: 23559704
  
  I am rejecting this response because:

  attached is my receipt for the sheets.  An email with the amount was sent to Crystal. Can forward the email to showcase this.
  

   The address is correct, but excepting the faucet is not complicity for all other outstanding items. We are still not happy with their work and service and are undecided on our next steps.

  No invoice was ever given to us. We were never notified of any amount owing. This is the first we are hearing about this.

  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 09/10/2025

  We acknowledge the customers continued dissatisfaction and have reviewed the submitted receipt.

  
  As a final goodwill gesture, we have applied the remaining $16.81 difference from the sheet reimbursement against the customers outstanding service account. This adjustment will reflect on their balance moving forward. No further reimbursement will be issued.

  
  To date, including the customers most recent response, the customer still has not confirmed whether they want the black faucet and remaining warranty parts shipped to their home address. We have held this shipment pending a clear instruction. Until we receive that confirmation, the parts will not be sent.

  
  We are ready to conclude this matter. If the customer confirms they wish to receive the faucet and remaining parts at the address on file, we will ship them promptly.

  Customer Answer

  Date: 10/10/2025

   
  Complaint: 23559704
  
  I am rejecting this response because:
  
  please read my first response to businesss first response regarding response to the faucet.

  i also reject my reimbursement to put towards a bill that I do not have proof of that occurred after the reimbursement was supposed to paid out. 
  
  The word of the business was to get reimbursed. They have not kept to this word.
  
  They are clearly not reading the responses and are responding in a unprofessional manor.
  

  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/10/2025

  Maam, at this point I just need you to say:

  
  Yes, send me the parts to my home address.

  
  Thats all were waiting for. Please provide that approval so we can move forward.

  Customer Answer

  Date: 10/10/2025

   
  Complaint: 23559704
  
  Yes, please send the correct black faucet to the address you have on file.

  Again I will articulate that us accepting the black faucet does not mean we accept the refund to go to an invoice that we have not seen. 
  

  it also does not mean that we are complicit with the outstanding orders and that we are not agreeing to take the unit back to traveland for them to fix at this moment. We are still undecided.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 10/10/2025

  Thank you for confirming the faucet shipment.

  
  At this stage, we believe Traveland RV has fulfilled all reasonable obligations regarding this file. The original desired settlement was to Finish the Job, and weve provided multiple options to do exactly that. Weve also shipped the replacement faucet and issued reimbursement based on the information submitted.

  
  Given the history of this file and the ongoing dissatisfaction despite our efforts, we feel it would be in the best interest of all parties not to continue doing business together moving forward. This will help avoid further frustration and miscommunication for both sides.

  
  With this final action completed, we consider this matter closed.

  Customer Answer

  Date: 12/11/2025

   
  Complaint: 23559704
  
  I am rejecting this response because:

  They sent the faucet with other parts. There was no communication that it was even shipped out. The shipping company they used needed help getting the items out of the truck. They called ****** to confirm the help. As there was no notice it communication, we were blind sighted and could not offer the help at the time they wanted delivery. ****** said he wind be home after 4 to help. The shipping company let traveland know and they refused to pay the extra it would have cost to deliver at a time when we could receive it so the shipping was canceled and returned. We had no other option or delivery place to be suggested. Traveland now refuses to pay for sending the parts again with our knowledge so we can receive the parts by either someone being home to receive it or having it delivered to Denniss place of work as they are claiming transparency but we had absolutely no knowledge of the parts that are to be delivered other than the faucet and the cheque which should not need help getting out of a truck.
  
  We want them to pay for resending the parts,
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 13/11/2025

  The customer now claims there was no communication about this shipment. That is incorrect.

  Please review communications through the BBB portal.  Traveland explicitly asked for the customers approval to ship the remaining parts which they provided on July 31, 2025.
  That shipment was prepared and sent promptly. The faucet was included along with the remaining warranty parts, as was clearly stated in our prior communications.

  *********** has provided documentation that they contacted ****** prior to the delivery attempt. ****** informed them that no one would be available to accept the shipment before 4:00 PM and declined the couriers offer to hold it for pickup. As a result, the shipment was returned to Traveland. At no point were we told that delivery to an alternate address (such as ******* workplace) was preferred.

  We have now incurred $70.21 in shipping costs as a result of a failed delivery for a shipment the customer requested, confirmed, and then rejected due to a self-imposed delivery window. We are not covering those costs again.

  The parts remain available at our ****** location for pickup. If the customer would like them re-shipped, they can be sent via Collect on Delivery (COD). We will not cover any additional shipping or handling costs.

  We are not responding to further commentary or re-litigation of this issue. The facts and documentation speak for themselves. We await clear instruction on how the customer wishes to receive the parts.

  Sincerely,

  
  **** *****
  Director of *******************start="1835" data-end="1838"> Traveland RV Group

  Customer Answer

  Date: 13/11/2025

   
  Complaint: 23559704
  
  I am rejecting this response because: 

  the only thing that was discussed to be shipped was the faucet as per photo.

  They are not providing proof that other parts were to be shipped. There was no communication that the shipment was even being sent out.

  They are not providing proof of transparency.

  They need to reship with tracking information so we have time to prepare to receive it.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 18/11/2025

  Attached is proof of sent shipment and rejection by the customer.  This has already been provided to them.

  We remain awaiting further instruction from the customer if they would like to collect the parts at our ****** store or have them shipped to a preferred address at their expense. 

  There will be no further goodwill shipments or offers.

  Customer Answer

  Date: 18/11/2025

   
  Complaint: 23559704
  
  I am rejecting this response because:

   The proof I am looking for is justification of not resending the parts. This shipment statement was not sent to us in order to receive the parts. Im looking for proof that we were told you were shipping more than the faucet and requiring a person to receive the shipment.

  We are confused as to why they feel we are to pay for the shipping cost as they have not shown proof that it was our mistake to take on. As far as were concerned the shipment was not received was their fault so they need to make it right.

   For them to make it right is to re-send the parts at their cost with shipping information given to us to prior to the shipping so we can arrange for receiving.

  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 21/11/2025

  We remain awaiting further instruction from the customer if they would like to collect the parts at our ****** store or have them shipped to a preferred address at their expense. 

  
  There will be no further goodwill shipments or offers.

  Customer Answer

  Date: 21/11/2025

   
  Complaint: 23559704
  
  I am rejecting this response because:

  they are responsible for us not getting our parts.

   They are to ship them at their expense,

  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/06/2025

  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.

  With the intention of selling our travel trailer, we took it to Traveland RV for interior detailing. On the way home their service advisor called us to ask if we wanted the unit dewinterised. We said no, unless it was absolutely necessary for the detailing. We picked our trailer up the following week at the end of their business day. When we dropped the trailer off we had the front **** set on a block, they did not put it back on the block for us to pick it up and we couldn't **** it high enough to get the truck attached. They were quite rude about the fact that they had to come and lift the trailer so that we could hook up, as they wanted to go home. We did not inspect the trailer at the time, unfortunately, taking for granted that the service we paid for had been provided. A mix of bad weather and health issues kept us from listing the trailer right away. A couple of months after the service I went into the trailer to take pictures to place an add and was very disappointed. They may have wiped some surfaces but none of the hard to reach places were cleaned, There was some kind of solution built up in the door pocket in the fridge. The touch points inside the door and baseboards weren't cleaned. The blinds were not cleaned. When they pulled up the kitchen blind they didn't straighten the slats and some are damaged. There was still grime in the corners and behind the toilet. Debris in the tub from a recent repair. I called the service manager to complain. He said he spoke to his team and 3 people signed off on cleaning it, and indicated that we had been using it for the two months and just wanted it cleaned again. I questioned at this time if it needed to be dewinterised in order to detail it, he said no but we signed a workorder asking for the service. When I explained that this was not part of the workorder and we said only if it was necessary he said he would refund our money. That was 2 weeks ago, we haven't received our refund and he is not returning our calls.

  Business Response

  Date: 05/06/2025

  Thank you for the opportunity to respond to the customers concerns.

  
  We acknowledge that the dewinterization was not explicitly authorized unless necessary for the detailing. While it was included on the work order, we understand the customers position and have issued a refund for that portion of the invoice. A cheque has been mailed and should arrive shortly.

  
  Regarding the detailing, the work was completed and signed off by multiple staff members. No concerns were raised at the time of pickup. The first we heard of any issues was more than two months after the service was performed. At that point, its difficult to assess the condition of the unit or determine what may have changed since the cleaning was completed.
  Had we been contacted earlier, we would have welcomed the opportunity to inspect the unit and, if necessary, readdress any deficiencies. However, we believe there must be reasonable limits on how long after a cleaning concerns can be raised and still warrant remedial action. In this case, too much time has passed for a practical resolution.
  We regret that the customer was not satisfied with the experience and appreciate the feedback.

  
  Sincerely,

  
  **** *****
  Director of *******************start="1346" data-end="1349"> Traveland RV

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23419512
  
  I am rejecting this response because:
  While I appreciate the refund for the unauthorized work. I think the pictures I uploaded clearly show grime buildup that couldn't possibly accumulate in a 2 month period. I realize we were late to complain. We were dissatisfied with the service right from the start. The staff was rude, the service advisor was pushy. She called us 3 times on our way home after dropping off the trailer to try to sell us other services. The day after we picked up our trailer from Traveland we went to Voyager and bought a new trailer  As the whole point of the detail was to sell so we could downsize. Seeing how poor the quality of your work is just solidifies that going elsewhere to buy was the right decision. If 3 of your staff truly signed off on the job, as you say they did I highly recommend adding some QC to the procedure. 

  Sincerely,
  
  ******* *******

  Business Response

  Date: 06/06/2025

  Thank you for the follow-up.
  
  We acknowledge and respect Ms. ******** decision to take her business elsewhere. We have already agreed to and processed a refund for the dewinterization service, which we consider a fair and appropriate resolution under the circumstances.
  
  Regarding the interior detailing, we maintain that the service was completed as per the scope and standards of our offering at the time. The work was signed off by three separate staff members, and no issues were brought to our attention at pickup or within a reasonable timeframe afterward. While we understand Ms. ******** view that the condition shown in her photos could not develop over two months, we cannot validate those conditions after such a delay, particularly when the unit was not re-inspected immediately or brought back to us for review.
  
  We appreciate the feedback about the sales communication and internal processes. While follow-up calls from our advisors are routine and intended to offer value-added services, we understand that some customers may find them excessive, and we will ensure that is considered in future customer service training.
  
  We consider this matter resolved and will not be offering further compensation. We wish Ms. ******* all the best with her new trailer and future RVing experiences.
  
  Sincerely,

  
  **** *****
  Director of *******************start="1598" data-end="1601"> Traveland RV

  Customer Answer

  Date: 06/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and realize I won't be getting anywhere by further comment. While the experience cost us money we couldn't really afford to spend, and will now have to spend elsewhere to have the job done properly. At least we found out where not to go and who not to recommend to our friends. 
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:07/01/2025

  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.

  I purchased a 2022 Jayco Trailer from Travel Land RV 1.5 years ago. After one season of use (5 camping outings) the water pump stopped working. I took the water pump out and brought it to the parts counter and was advised the warranty would only cover the pump if it was brought in with the *** This is a 1.5 hr drive away so I purchased a new pump, replaced and enjoyed another 5 camping trips this summer with my family. I then brought the entire rv to them with the broken pumps so they could replace it, but they charged me nearly **************************************************************** There was also a marker light cover that fell off and they were unable to source a new one, so they charged me over 100 dollars to change the lights out. I did authorize them to order a new cover but not any labour charges, as it should simple snap on.

  Business Response

  Date: 17/01/2025

  The service manager ***** ****** has reached out to the customer to resolve the issue. Please contact him back.

  Customer Answer

  Date: 17/01/2025

   
  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,
  
  ***** Schootstra

• Initial Complaint

  Date:16/08/2024

  Type:Product 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.

  We bought a camper from traveland Rv supercentrer July 20th 2024, with pick up date set for Aug 6, 2024. On the day of pick up the walk round was completed with the trailer connected to power from the ** place, the trailer was then used for a camping trip at which time it was discovered that none of the lights or plugs were working under the solar power, also the furnace would not work at all night time and only certain times during the day. The ac unit was not working either. On Aug 14 the trailer was taken back to the dealer and we advised them of the issues and we met with rude comments from the staff and making it sound like it was our fault that it didnt work. We are within the 30 day window for returning through lemon clause and getting laughed at on the phone by the manager over us saying we are not wanting to keep this unit due to issues with Electrical that shouldve been picked up on when they preformed the *** before they sold it to us. We no longer want this trailer and had to pay out of pocket for a generator and portable heaters just to stay warm for the 4 days it was being used. We also have video with date and time stamped of when we returned it if required. Any question please feel free to contact me ************

  Business Response

  Date: 19/08/2024

  *** & ******* purchased a used 2022 Sportsmen travel trailer July 20, 2024.  The unit was ***d by a Journeyman Technician with over 20 years in the industry.  The *** took 4 hours and then the unit was detailed.  *** & ******* took delivery August 6, 2024.  *********** staff did a unit orientation with them when they picked up August 6, 2024.  No issues were noted during their orientation.  The trailer was purchased with warranty.  Our records show the customer made no contact with ********************** until the customer brought the unit on August 14, 2024, demanding to return the unit. The Service staff do not have the authorization to take the unit back regardless of how adamantly the customer asks. *** & ******* removed their personal items and the license plate. 

  
  August 16 another journeyman technician inspected the unit.  The technician found the main fuse from the battery in the power center was blown.  All battery connections to the converter were tested.  The furnace was removed from the unit and our technician bench tested it.  We were unable to replicate the issue the customer was having.  As a precaution while the furnace was out, we replaced the furnace control board.  Our technician plugged the trailer into our 30amp service, and the air conditioner worked great.  The air conditioner requires a 30-amp serviced site.  The 120 V plugs in the trailer require a serviced site to function.  The solar and battery are low voltage and only run 12V items such as furnace and lights. 120V plugs and air conditioning are not functional without plugging in.

  
  As attached the unit was inspected and signed as being in acceptable condition when the customer took delivery. We are confident in the repair our technicians performed.  The repair and the unit are under warranty.  Traveland RV goes to great lengths to look after customers.  We are open 7 days a week and have stores in 7 different markets.  The unit is ready for travel.  We would look forward to going through the repair and doing another orientation with *** & *******.  

• Initial Complaint

  Date:12/01/2024

  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.

  Approximately a year ago I requested Traveland RV Superstore come out to replace the motors on our electronic blinds in my motorhome that were no longer going up and down by the remote controller. I paid $168 for a person to come to our residence using their mobile truck service. The serviceman sent by the company replaced the motors, but broke the tool that adjusts the stop and go distance for the blinds to go up and down via the remote. Traveland sent a serviceman again and again, but they were uncertain about how to adjust the electronics using the tool with the remote, and kept breaking the adjustment tool, so I remain with blinds that do not stop rolling when I press the remote. For months now, Traveland has not bothered to send out someone who knows how to fix them properly . On another occasion I requested Traveland's mobile service to come to our motorhome to remove my dryer for repair as it had stopped working, again paying $ for the mobile service. The serviceman who came out told me that he could not remove the dryer from the closet it was in, that a carpenter had to come to cut and remove all the wood cabinetry around the washer and dryer stacker unit. I consulted another RV service repair shop and they were able to remove the wooden support pieces (held in with pocket screws) for the dryer without taking off the finishing wood of the cabinet. They removed the dryer, took it to another RV shop for repair, returned it to me, and reinstalled the dryer within the cabinet without damaging anything. I did not receive any reimbursement from Traveland for their failure to understand what they needed to do for this repair, and their failure to provide any service to me. My wife and I live in our motorhome full-time & work; much effort is required to remove items, pack everything up, and travel into Langley. When we have done this in the past, our experience has been that Traveland cannot complete the repair in a timely manner, and we have to leave it there.
  

  Business Response

  Date: 16/01/2024

  The dealership will send out a technician with the experience to complete the repairs. 

• Initial Complaint

  Date:14/07/2023

  Type:Product 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.

  Purchased RV November 27 2022 Was told rv was new and purchased extended warranty as well and many other extras bringing the total to over 220k. First trip out with the rv I noticed this was NOT a new unit. Many problems with the unit including the sink falling apart causing a flood. About 20 issues with the unit. Had to book appointment many months in advance and when I finally got in they told me the unit was used and they wouldnt be covering these issues. It turns out this is not a new unit but a used product confirmed at the dealership. All the paper work that was given to me says this is a new unit including the credit agreement. The dealership says that their paperwork says it is a used unit and cannot explain why mine says new.

  Business Response

  Date: 17/07/2023

  Customer was fully aware of the used condition of the vehicle.  Provided as evidence is the bill of sale which states that the unit is used.  Customer has initialed beside the description of the vehicle that states it is used.  Customer needed a co-buyer so his relative (****** * *******) also signed the document digitally through ******** and that is the copy that is provided.  Customer is claiming that they have never received this bill of sale which is demonstrably false.  Customer bought this unit in November of 2022 and is now in July of 2023 raising this concern. 

  Customer Answer

  Date: 21/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: The paperwork I received states this is a new unit. See attached
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 21/07/2023

  Customer has provided the financing contract with the bank for his loan as evidence that the vehicle was sold as new.  While this is an error, it is not the contract for the purchase of the unit and the customer would not have relied upon it to determine the condition of the vehicle.  The financing contract is initiated after the customer has agreed to purchase the unit.  The attached worksheet captures the negotiations that took place when the customer put the deposit down on the unit on November 15, 2022.  It very clearly indicates the vehicle is used.  The vehicle also had 5977km's on the odometer and this was also indicated on the worksheet and bill of sale.  Customer fully understood the used condition of the vehicle.  Customer seems to be claiming that he doesn't have or wasn't given the bill of sale which is not possible as can be verified by ********.  

  Customer Answer

  Date: 25/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: Clearly there is an error and misrepresentation on the condition of the vehicle as according to my paperwork received and admitted by the company. Several issues with this unit that would have been found it i was given the chance to have an inspection on the vehicle. This was not done as I was under the impression it was new and issues would be covered under the warranty. I have around 10 issues that need to be fixed from day 1

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 26/07/2023

  Nothing further to respond.  

• Initial Complaint

  Date:16/06/2023

  Type:Product 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.

  They asked me to put a deposit of $2000 to hold a 5th wheel until a purchase was made. I decided not to make the purchase. They refuse to give me my $2000 back. I spoke with the manager, he was very rude and straight up told me he was going to keep my deposit of $2000. I didn't think a business could rip off people like this. I'm not in the business of giving thousands of my money away for nothing.

  Business Response

  Date: 04/07/2023

  Customer purchased on May 25, 2023.  Customer left $2000 Non-Refundable deposit and set delivery date for June 12, 2023.  See attached bill of sale.  Customer signature under line for "No Subjects, Deposit Non-Refundable".  Customer called sales manager on June 11, 2023 to cancel the purchase and delivery of the 5th wheel.  Vehicle had already been through the shop and detail and prepared for delivery.  ******** was informed that his deposit was non-refundable and that we would be keeping his deposit.  ******** told the manager to *** **** ******** and now claims that the manager was "very rude".

  Customer Answer

  Date: 05/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: I do not want to purchase the 5th wheel. No means no. I just want my money back. I work hard fir my money and thus company doesn't respect that. The next person that decides to purchase this is going to go through the sane process of paying for detail and all that. I have text messages from June 2 stating that I wanted info on payments before I move ahead. I did say that to the manager and he lucky I wasn't there to tell him that to his face. **** ** * **** ***** ** * ***** *** **** *** ********* 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 21/07/2023

  Good Afternoon,
  
  You can close the complaint. We lived up to our end of the agreement and would expect the customer to do the same.
  
  Thanks *****

  Customer Answer

  Date: 22/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: it cost me $2000, for nothing. They keep my money? ****** ***** *** ** *** * ********. ******* **** ****** *** ***** *** ****** **** ****. I work hard for my money and they just get to take it from me. 
  
  Sincerely,
  
  *********************************