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:12/28/2023

  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 purchased a **** grand Lodge 42 view from Best RV. The delivery driver that is contracted with Best RV came to my property and delivered the trailer in the ditch. Tipped it over and the only thing holding it up was a tree. The gentleman was 73 years old, deaf, unstable on his feet, slurred when speaking, and lacked discernment, which is not his fault. I called Best RV. Spoke to Z the manager immediately asking what kind of company did you hire to deliver my RV? He wrecked my brand new trailer its bottomed out sitting in the ditch leaning up against a tree. He became very defensive, and told me that has nothing to do with them, he is contracted with them only, hes an independent driver, I will have to take this up with him. They have nothing to do with it! He said all they are to do is to get it from point A to point B the driver is not to make turns, back it up, or do anything, basically drop it in the street. I tried to explain to him it never made it to point B. It is still attached to his truck. He said that has nothing to do with me contact his insurance. You would think Best RV would assume some sort of liability for this. I want a brand new RV what I purchased from them I did not purchase a wrecked RV. I have not stepped foot in it. In addition to all of this, they destroyed my driveway I just had done, my tree, and I want all of it replaced. This is not over. I will not allow them to bully me around after taking $84,000 out of my pocket. In addition- upon the police officer arriving, he asked the driver for his DOT and or MC which the driver does not have. The police officer told the driver you are not legally suppose to drive this size rig without that. Its a 45 foot trailer. This right here is in violation of Best RV to hire a company that does not even carry the proper license or certification and is incompetent to deliver such a large RV.

  

  Business Response

  Date: 01/04/2024

  Good day. When the customer purchased the unit, they requested we mask up the windows because they knew their road was narrow and lined with many trees and shrubs. The customer had gravel laid down on the road that was not properly packed, so when the driver drove through the gravel the trailer started to sink and slid right off the edge of the gravel. As you can see in the photo's attached. The truck and trailer where on the gravel road but the gravel road was also built with a large crown in the middle. The driver had to contact a ************** to come out and pull the truck and trailer back up on the gravel road. Another truck had to come, as the customer also had an excessive amount of deep mud they wanted the unit pulled through. The unit did lean up against a tree, the only damage was a small scratch and 1 stabilizer *****************. This is about a $30.00 part. 

  Its the customers responsibility to make sure the driver has a safe ************* for the delivery. 

  We are retrieving additional photo's from the Driver as he documented photo's all around the unit showing no damage other than the jack. 

  Nothing will be offered or promised.

  Customer Answer

  Date: 01/04/2024

  I am rejecting this response because: My driveway was done by a professional contractor (******************, **************), which has been in business for 48 years. They have the documentation of all work done, including details of the driveway laid, packed, and filled correctly, and pictures of their work upon completion, which they emailed me. These are actual facts, proven facts. My driveway was completed correctly with zero errors and or poor workmanship. Hence, none of these things you are saying about the driveway are true. I would not expect anything other than Best ** to reflect what happened, blaming it on trees, branches, etc., as none of those things played a role in the delivery outcome. What is a large crown in the middle? If you are referring to the pits and bumps, this came from the tow truck pulling the ** out of the ditch "sideways". My driveway was smooth, and I also have pictures before delivery (facts). The driver did not sink and slip off the road. You are also making false accusations against Bedrock Excavating, and I will let them know you have disparaged their name, accusing them of faulty workmanship. All of my neighbors were outside, including my sister. We all witnessed the short turn and the fast speed of the driver coming onto the property. He had 5-6 feet of space to make a wide turn, which you can see in the photos, no problem! The police officer also asked him why he cut it so short when there was room to turn. It was evident to everyone he did not turn wide enough and landed in the ditch, not slipped into or anything else you are trying to accuse. He also came out the week before to assess if he could make that turn and said, yes, 100% it's wide enough; I can do it! I also have a text message I sent to ***, your salesperson, letting him know the driver went out to assess and said he could make the turn; there's plenty of room. Therefore, why are you blaming his miscalculation on my driveway? If he is a professional driver delivering your **s, Wouldn't he know how to assess conditions before committing to delivery? Isn't this the reason why he went out a week prior to delivery? He would have said, no, I cannot make that turn, or I'm not sure I can make the turn, or The gravel is not right; my tires may slip and sink, or There's a "LARGE CROWN IN THE MIDDLE." How would he get through and over a so-called crown pulling a 45ft trailer? You would think anyone delivering such a huge piece of equipment would stop right there just because of a so-called "large crown," but this was not the case because no crown or obstruction existed.  
  Referring to the mud, this is also false. I had to guide your driver through my gate. I was once again directing him to turn his wheel to the left to go onto the brand new concrete slabs "SPECIFICALLY" laid for the **, and he could not hear me, nor did he pay attention to my hand signals; he went straight ahead onto my grass which was muddy and got stuck again. The bottom line is that your driver is incompetent in delivering vehicles and made the wrong decisions, causing all the damage. You, Best **, are denying any and all liability. Per the police officer I called, he asked the driver for his DOT and MC certification. The driver said he did not have one. The officer told him, you legally cannot transport a 45ft rig without it. Therefore, it is 100% Best **'s fault for hiring a 73-year-old man who does not have the credentials you need to transport this size **. For you to say the only damage is, one **** is false. How could you possibly know this? From pictures? You have not come out or called me to review anything, let alone assess damages or look underneath; nothing other than you have nothing to do with it. The flooring under the bathroom was torn out, which I have pictures of, and there are two damaged ****s, different from what you're saying one damaged ****. I have an ** inspector scheduled tomorrow to look at everything underneath: frame, axels, etc, to determine if more damage was caused. You need to be ashamed of yourself. I'm not sure how you can sleep at night, considering all the hardship you have placed upon me and others who have reported you to the BBB, yet you claim zero responsibility and place the blame on me.
  

  

  Business Response

  Date: 01/09/2024

  We understand you have an Inspector coming out to check your unit. Please refer your concerns to the Transporter.

  Thank you

• Initial Complaint

  Date:12/12/2023

  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.

  They forced me into signing a contract when I did not have my deposit ready and approved. They also had a contract contingent of my trade that they said they could not uphold the trade value that was written in the contract. I told them I no longer want the Rv. They continued to harass me and tell me I have to purchase the vehicle and that the loan had been funded already. I reached out to the **** of America. There is no such loan. They continue to lie to me and kept my deposit, on a vehicle that I have never took possession or delivery of. In fact, I never even sat in the vehicle and turn the vehicle on that being said the **** said there is no way to fund the loan that has not been delivered properly to the consumer.

  

  Business Response

  Date: 12/13/2023

  Customer provided a non-refundable down payment, not a deposit. The customer signed paperwork agreeing to this.

  The Customer is fully aware we accepted his trade at his stated value and the customer keeps contacting us with excuses why he can't bring in his trade.

  The loan has in fact been funded already.

  The customer came in and checked out the new unit in person, and signed the paperwork in person.

  The customer has been notified to either bring the trade/or a check in the amount of the trade and the rest of his down payment in. We are still waiting for a response from the customer.

  Thank you.

• Initial Complaint

  Date:06/29/2023

  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 purchased a 2022 Crossroads Cameo from Best RV Center on May 15, 2022. My mother-in-law, ***************************** is the person on the title/loan. There were a lot of cosmetic issues that the fifth wheel trailer had since we bought it, but that is the least of my concerns. One June 25th, 2022, we had a mobile repairman (not associated with Best RV Center) come to our campground to replace our ** because it had stopped blowing cool/cold air. This is when we found out that the original ** that Best RV Center had on the fifth wheel was already damaged and it looked like it had been dropped!Then, on July 8th 2022, we had an appointment with Best RV Center for all the cosmetic issues but we wanted them to focus on the *** because once again, it had stopped blowing cool/cold air. Our secondary concern at this point was that one of the recliners was stuck in the open position.Best RV Center replaced our ** that day, and told us that they disengaged the mechanism on both the recliners, but as soon as we got home, we found out that they BROKE our recliners. We did not have the time to keep going back and forth since my husband has a travel job and only comes home on the weekends (when Best RV Center does not have their service team). I would also like to add that Best RV Center sold us the "extended warranty" by telling us that the extended warranty covers EVERYTHING that the 1 year warranty does, so we were in no rush to get the recliners fixed.I tried contacting Best RV Center ALL of June, with no response. I always asked for the service manager since he was the one who helped us in the first place, and I kept getting put on hold, only for someone to disconnect the line later. I even tried emailing, no response. So I took the ** to ****************** in *********. They told me that Best ** damaged my ROOF when they replaced the ** on July 8th 2022, because they dragged it across the roof, and I have pictures of the damages, as well as email threads with all parties involved. On July 8th, 2022, I was not given any paperwork and they did not file anything with warranty. I would like for them to repair/replace my roof on the ** and give me brand new recliners, and fix ALL the cosmetic issues I was told that the extended warranty would take care of. Moreover, I don't even want the ** anymore because it has been nothing but a headache since day one, and they keep ignoring my emails so I have no other choice but to contact you. Please let me know how we can resolve this.

  

  Business Response

  Date: 06/29/2023

  I have attached a copy of the warranty claim from Keystone when their unit was here. We went over the repairs with the customer at that time. We did not replace the A/C as it was only an issue with the internal ducting. If they had a mobile service change their A/C it would be on them or the unit was pulled under tree's possibly. We did not brake their recliners, the mechanism was disengaged on 1 recliner and the customer was shown this when they went over the unit at pick up. This is also not the legal owner of the unit. Any concern's or question's need to come from the legal owner of the unit actually.

  We will not offer any repairs and or payment in regards to this matter.

  Thank you.

  Customer Answer

  Date: 06/30/2023

  I am rejecting this response because:

   

  We had a mobile service technician come to our campground BEFORE Best RV Center worked on our **. "** Mobile SVCS" replaced the ** on our ** on 06/25/2022. Best RV Center worked on our ** on 07/08/2022. No one else has worked on our ** since 07/08/2022, which means that Best RV Center was the last to work on our **. I would also like to reintegrate that the original ** that the ** came with had frame damage and it was dropped before installing it on my ** unit. I will attach the diagnosis that "** Mobile SVCS" made on 06/11/2022 which clearly states that there was frame damage to the ** unit due to the fact that it had been dropped prior to installation before purchasing the **. I had attached photos of the original ** with my initial complaint. If Best RV Center is saying that they did not damage my roof on 07/08/2022, then it is likely that the ** was damaged before we purchased it. At the time of purchase, we did not climb up there to see what the condition of the roof is because that is a very odd thing to do, and we are not professionals when it comes to ** roofing.
  We kept the ** parked at the Thousand Trails park in ********, ** the entire year. There is absolutely no way we pulled our ** under trees if it has been stationary the entire year. The only time we moved it was on 07/08/2022, and then we moved it on 06/19/2023 to get the warranty work done.
  If the mechanism was disengaged on the recliners, why are the electrical components not working on one of them? Why are we not able to "re-engage" the mechanism? They are broken, not disengaged. None of us, my mother-in-law, myself, or my husband signed anything that acknowledges what they worked on and what they did. We did not receive any paperwork at time of pickup either. If we were to receive paperwork that says that one of the recliners was disengaged, we would have said something right then and there because that is false.
  My mother-in-law, ***************************** is the owner of the ** unit, however she purchased it as a gift for my husband and I. I have attached a document stating that she authorizes my spouse and me to make **-related decisions on her behalf.
  
  
  

  

  Business Response

  Date: 07/05/2023

  As previously stated, we did not replace the A/C unit. The A/C unit's are already installled at the factory.

  The Service Manager went over the items that were performed with the customer in person at the time of pick up. The recliners may have come unplugged from the wall, the customer can easily check that. As a side note, when we do A/c replacements they are lifted with a forklift and put in place, there would be no reason to drag it across a roof. We have already attached a copy of the paperwork here.

  Nothing else will be promised.

  Thank you.

  Customer Answer

  Date: 07/06/2023

  I am rejecting this response because:

   

  I understand that the A/C is installed at the factory. I also understand that for a replacement, you use forklifts to install the A/C. But, I want to see some sort of paperwork that proves that there was an inspection done when the Cameo was received from the factory. I want to see some sort of documentation that says that the roof was not damaged when I purchased this ** from Best RV Center. I also want to know then how the first A/C that already came with the ** had frame damage. 

  The recliners are not unplugged. One of the recliners have lights that turn on, however the lights do not turn on for the second one. Neither of them function electronically, due to the "disengagement". 

  I understand that based on your explanation, there would be no reason for someone to drag the A/C across the roof, but I do not understand how the initial A/C had frame damage, AND the roof was damaged with drag marks. Those only lead to one thing.

  Thanks.

  
  

  

  Business Response

  Date: 07/06/2023

  Again we did not replace the A/C unit on this unit.

  The customer had someone else do it, and it would seem they are trying to blame us for the damage they caused to the unit.

  The unit did not arrive here from the factory with any roof damage, and we do not have any trees here that would cause the damage.

  Nothing else will be done.

  Thank you. 

   

   

  Customer Answer

  Date: 07/06/2023

  I am rejecting this response because:

  We did have the A/C replaced by someone else, but that has nothing to do with the fact that the original A/C on the ** that came with the ** had frame damage and the roof was torn up. 
  

  Best RV Center also does not have any proof that they did not damage my recliners and roof. 

  In my opinion, the best resolution would be if Best RV Center took accountability and replaced both the roof and the recliners. After having to deal with this specific issue for a year now, I dont think Im asking for much. I can even remove the bad review I left on Yelp if Best RV Center takes accountability and makes this right for me.
  

  Best,

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

  
  

• Initial Complaint

  Date:06/09/2023

  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.

  While in service for a routine maintenance appointment 5/31 my trailer was not completed and I picked up my trailer 6/5 and discovered a hole in the middle top of the trailer as if something was pushed into it creating a hole and a cut in the awning. I made contact the same day immediately and provided pictures as requested and as today 6/9/23 I have not heard from anyone and when I call I am placed on hold for hours and either sent to voicemail or disconnected.

  

  Business Response

  Date: 06/20/2023

  We have already spoken to the customer regarding this matter. The customer and the Service advisor walked around the unit before he left. There is nothing more we will do on this matter.

• Initial Complaint

  Date:06/01/2023

  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.

  New trailer purchased 5/28/23.Purchased online a via text and phone.$35500 paid before tax and registration.Via text with salesman/ part owner I was told I would receive said Trailer with 2 new deep cell batteries and 2 new full propane tanks and that the trailer would be camp ready leaving the lot. For a specific monthly payment all this included.. upon pickup of the trailer my salesman was not there that day. They denied me the tanks and batteries I tried to show them the texts and they wouldnt even look at them. Told me these items were not in the options I paid for. I let them know that it was my understanding that these items were included with the trailer sale and not an added option as this was my first trailer purchase. Also that the salesman included this in his sales pitch to me I hadnt even asked for them. After debate I was given 2 empty used propane bottles and a used battery that is low on volts the day I got home. The trailer did not come with any sort of Monroney or msrp sheet. This worrries me as they now seem shady to me after This experience how do I really know what I paid for is received.

  

  Business Response

  Date: 06/01/2023

  I have attached a copy of the due bill for this unit.

  Per the due bill which is signed by the customer, there is no mention of batteries or Propane promised on this contract.

  Nothing else will be offered.

  Thank you

• Initial Complaint

  Date:03/19/2023

  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 bought a Coachmen, Brookstone 290RL 5th wheel travel trailer on 5/08/2021 from Best RV in Turlock. On 9/8/2021.I submitted a punch list for warrantee repairs including a large lower slide seal. I traveled 2.5 hours and stayed the night in a RV park so the trailer could be at the dealer by 9am for repairs on 09/13/2021. Approx. two weeks later I was told the trailer was ready. I drove back down to discover that only some of the repairs had been done, primarily the slide seal as I was told it was being ordered. Over the next few months and after making multiple inquiries about the still needed repairs I was finally told the parts were in so I scheduled an appointment. As stated earlier I again stayed the night in a RV park and brought the trailer in on 3/7/22 so it could be there by 9 am. Approx. three to four weeks later I was told the repairs were done. When arriving I noticed several things were not completed on the inside of the trailer and spent about two hours helping the tech fix blinds and valances that were falling off. Approximately two weeks later while cleaning the trailer I noticed I could see day light in the corners of the main slide. Upon further review I saw that the repairs were not done correctly and parts were missing on the slide corners.I have been told on several occasions that Best RV will honor the repair and I have even told them that due to the hardship it causes to ***************** to their shop they can send me the parts and I will install them myself. As of this writing I have yet to have this issue resolved. And have to be the one to reach out for check in after a month of silence.

  

  Business Response

  Date: 03/21/2023

  The customer is under extended warranty. We cannot ship part's to customer's. The customer is more than welcome to make an appointment to bring the  unit in and we will address and repair his concern's. We have also relayed this to the customer via email today.

  Thank you

  Customer Answer

  Date: 03/26/2023

  I am rejecting this response because: ***** and I have been in contact off and on for almost a year regarding this issue. I am shocked at her response and feel that it is being done in retaliation for my complaint made to the Better Business Bureau (BBB). *********************** and **************** are very aware of the hardship this action would cause me financially. They are totally aware that I have to take two days off work in addition to the fuel costs for two 300-mile round trips (drop off and pick up).
  We have discussed the improper installation by Best RV technicians and have agreed that Best RV would make it right. (Having me come back down to Best RV for a third time is not making it right) It has been acknowledged by Best RV staff *********************** and Zee Ammari that this repair had been done incorrectly and at no fault of my own. Due to this Zee agreed to save me the time and financial hardship this would cause me and just ship me the three items needed for the repair. On January 19, 2023 during a phone conversation with *** and ************ stated If we have to, we could make an appointment and we could get it down there. But we did this twice already and it was the wrong seal and not done correctly but was assured by ***, with ***** listening to this phone, I dont care about the warranty or the factory I can use the extra warranty and it doesnt cost you nothing. Two days loss of work and 600 miles in fuel would not quality as it doesnt cost you nothing.   
  I would humbly request that Best RV hold up their end of the agreement by shipping me the correct parts needed for the repair.   
  

  

  Business Response

  Date: 03/31/2023

  Good afternoon after further review, We understand the customer doesn't want to make the trip down here. We will need a signed Work order and a piece of the seal to order the correct seal.

  We also need to know how many feet the customer needs. We ask for a piece to make sure they order the correct seal, as *******. changes part and part numbers quite often.

  So if the customer could send us a small piece, we will email over the work order to be signed and the seals will be ordered and shipped to him.

  Thank you

  Customer Answer

  Date: 04/03/2023

  I am rejecting this response because: On January 19, 2023 during the same phone conversation, discussed in the previous email, with *** and ***** these actions were requested. After further discussion it was determined and agreed upon that Best RV staff removed and disposed of the original and correct seal including the slide corner pieces. Due to this there was no way I could send them a piece of the seal as it is gone. As to the length request it was noted to an email sent to *********************** on January 26, 2023 that there are multiple 290 RL Brookstone 5th wheel trailers on the property.(see attachment)
  Additionally, I submitted photographs (see attached) that show the original seal prior to it being removed (these have also been submitted to Best RV on at least two separate occasions). This can be used for comparison to the models on site. I believe Best RV should have all the measurements readily available including the original work order as stated above. I further believe that the 2022 lower seal would be an improvement over the 2021 model as it should have been modified to correct the factory design that gets caught I the slide rollers as happens in the 2021 models.

  In closing I feel that Best RV is making an attempt to "make this right" and I appreciate *********************** and Zee Ammari assistance in this matter and anxiously await the work order and the parts. 
  

  Thank you

  
  

• Initial Complaint

  Date:03/03/2023

  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 this used RV Presidents day weekend. We included a 2 year full warranty. We had to wait until Thursday the following week to get it as they told us the service department had to go through it "with a fine tooth comb"., to make sure everything worked and was cleaned. On the drive home we heard many strange noises like grinding, motors turning on, humming sound ect. I tried to call but it was closed. The following day I tried several times but was left on hold 30 minutes plus. I tried again the following day with the same issue. I finally called for the finance person who helped withe sale. He '*****' told me he would talk with service and some would call me in a few minutes. Several hours later with no call, I called ***** again who put me on hold for about 5 minutes. Finally I spoke with the service department and explained all the noises and expressed my concerns about even doing it back to them. He told me they do not do any mechanical or engine work there. I told him I have a warranty and he told me he would have to speak with the ** of service and would call back. It has been an entire week and have not heard from them. What is my recourse of action? Now there is a major leak in the roof as well.

  

  Business Response

  Date: 03/06/2023

  The customer did speak to the service department and was advised they will need to contact any shop that can work on the chassis, IE, ************ GMC or ********* As for any other issues. This is a used unit sold AS-IS. 

  The customer did purchase and **************** contract that takes about 30 days to process to become effective.

  Nothing else is promised.

  Thank you

  Customer Answer

  Date: 03/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:11/07/2022

  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.

  My fifth wheel was dropped off at Best RV 5 months ago for repairs including a replacement slide, warranty work, repairs to the main door and steps. We paid over $6000 at that time and had filed an insurance claim prior to the 5th wheel being left at best RV for the damage to the slide. The slide was not ordered for approximately two months and required ongoing emails between my girlfriend and the service rep saying the part had been ordered but when we contacted ******* ( maker of the slide) it had not been. Then were told delays in manufacturing caused delays but when slide was received it would take one week for install and trailer would be ready. We were assured that all remaining work had been done. Trailer was dropped off this week and the door has not been painted to match the trailer and the steps are still not functioning. I have spoken with ****** and he acknowledged that it was his mistake that the door was not painted and steps were not correct stating it had been here so long I honestly forgot. He said that if we brought the trailer back (6+hours round trip) he could fix the door and the steps in a day. I said that was not a reasonable solution due to time and expense on our part and offered a solution of them bringing a prepainted door and step repair to the trailer location and them taking the previous door and steps back to best rv. He said that he would have to discuss it with his boss, ***, and have Zee call me back. At **** today, I received a phone call from Zee stating that we will not do that. You did not tell us to paint the door so we didnt. I would normally charge you for that but offered to paint the door for free and it would take two days, depending on the weather. I informed him that it would take time and expense on our part to make that happen and he said whenever you come by here we will do it for you that day. He states that we did not mention the front steps were an issue and that it was not on the work order. There is more

  

  Business Response

  Date: 11/10/2022

  Good afternoon, Here is the response to this complaint. 

  The customer was charged for a replacement entry door, parts and labor. There would be and additional charge to paint the door if needed and this was left off the repair order in error. This would have been a few hundred dollars extra to paint it. The doors come in white from the vendor.

  As for the step, there are no charges for this as it is not listed on the work order.

  As a goodwill, we advised the customer we are willing to paint the door free of charge, but this will need to be done here and the process will take 2 days. They were advised as soon as they are ready to make a trip this way we will take care of painting the door.

  No other items will be promised.

  Customer Answer

  Date: 11/10/2022

  I am rejecting this response because: When paying for body damage it is customary to restore the vessel as close to the original condition as possible. ****** said he forgot to get the door painted, that he used to do paint and has OCD about those kind of things and couldnt believe that he had forgotten to get that done. Everywhere else Ive ever dealt with for body work, it is implied that matching paint is part of the deal and we did not have anything to do with the work order, so that it was left off is on the ******. I felt having keys sent with the door was also implied, yet the trailer showed up locked without keys. We use this trailer for work and it took 5 months to get the trailer back. After multiple phone calls, and two months, it was determined that the slide out that was needed for the repair had not been ordered. I dont want to turn my trailer over for two days because I strongly suspect that it will be held for months, with little to no communication, and the job may not be done correctly anyway. The steps were brought up multiple times. I told the individual I dropped it off with, showed him the problem and watched him write things down. ****** asked me on the phone about the steps, stating that they had tried to straighten the back steps and I had explained that I needed the front steps fixed. I talked to ***************** on 10/26 about the steps and showed him the issue. Order a new door, get it painted and swap the doors out. The lack of communIcation and service at ****** has caused serious hardship. 
  

  v/r

  ***************************** and *************************

  
  

  

  Business Response

  Date: 11/11/2022

  The customer came and went over the unit for approx. 4 hours to check all the repairs. then came in the ************** and said it's all good, and paid to have the unit transported to them at that time. At no time was anything mentioned about the door. Regardless of what was said by the service advisor, there are no charges for the paint work or the entry step on the repair order. Again we are willing as goodwill to have the customer bring the unit here and we will paint the door free of charge. As stated previously, this will take 2 days. We will not keep their unit for any extended length of time.

  Nothing else is promised.

  Thank you