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:11/06/2024

  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.

  I purchased a 2024 **** **** Geneva from Blue Compass Loveland and have had nothing but issues. Initially it was in for minor things like the awning not working properly. Since then and after MANY ignored calls for service appointments, there have been issues with the generator, stove, locks, fans and more awning issues. I have NEVER been able to take it out not have some issues from it. Since ******** location closed a few months ago, the ******** location has refused to help with any issues. They don't even get me in for an appointment. I have a record of all of their mistakes, including having me send my ** to ************* to a generator company only to find out from that company that they don't service that generator. I let Blue Compass know, they apologized and offered to pay the $300 that I paid to have the ** delivered and picked back up and of course never did and never took my calls again. Currently I am speaking to an attorney about what my options are. They need to just take this ** back as it is a lemon and has been from day 1!

  Business Response

  Date: 11/07/2024

  Response to BBB
  Thank you for the update regarding the check and the remaining repair work on ***** ******** motorhome
  A check request was submitted Sept. 30th and a check was sent to customer October 22, ******** check was for reimbursement after first generator repair facility was not able to fix.  The generator has been repaired to my knowledge. 
  Regarding the open ticket for the awning repair, I would like to reschedule the missed appointment we had for the customer on October 1, 2024. to ensure this is addressed. Could you please provide available dates for the **************** location? Additionally, I would appreciate confirmation of any remaining work that might still be outstanding after the awning repair.

  Blue Compass Office Manager to Longmont Svc, Mgr, confirming the $300.00 reimbursement check had been sent out on:  10/22/2024.  

  Thank you for your assistance in resolving these issues. I look forward to finalizing these repairs soon.
  Best regards,
  
  **** ******
  Sales Manager
  ************

  Customer Answer

  Date: 11/19/2024

  I have never received a check nor have they kept any appointments with me. 

  Business Response

  Date: 12/05/2024

  Blue Compass RV's three Colorado locations are committed to providing ***** ******* and her Motorhome the service she is requesting.  Our Loveland location was consolidated in late June 2024 and the ******** location had an, agreed upon, scheduled service appointment on July 16th 2024 (see attached internal Blue Compass service calendar appointment for ******* on July 16th at 9a) to drop their motorhome off for repairs that the customer never showed up for.  We have called the customer numerous times to re-schedule this missed appointment and have not been able to schedule them back in.  Blue Compass business office did send a check for ****** to the customer for time they spent driving to a generator shop (no generator repair is done on-site; this service is sourced through the generator original equipment manufacturer/OEM).   That check was sent to the address on file at Blue Compass (*************************) on October 22nd.  We see a new address listed on BBB under "CUSTOMER EXPERIENCE INFORMATION" as:  *************** ******************************   

  Sales Manager at the ******** location has called ***** ******* again today (12/5/24) and left a message asking her to confirm her address for the reimbursement check AND to speak with her about scheduling her back in for repairs. 

  The Blue Compass RV business office has tracked this parcel and is still showing "not delivered".  Blue Compass business office will re-issue another $****** check and have it sent to the ******** location for the customer to pick up.  

  To reiterate, Blue Compass is committed to correcting any issue on the customer coach.  We just need a call back to coordinate her in for drop off/diagnosing/repair.  

  Thank you, Blue Compass RV Longmont Leadership Team. 

• Initial Complaint

  Date:07/24/2024

  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.

  In March, Blue Compass sold our RV on consignment. The agreed upon minimum paid to us was in excess of the remaining loan. To Blue Compass credit they paid our bank loan off in a timely manner. However, they have not sent the difference to us. They owe us over $1000 dollars. We have called the new Longmont sales manager multiple times and he states he has requested information from the main office in *********** yet we have never received any communication back. We have left two messages with the Wheat ridge office and no follow-up communication. We have used the online contact form and received no follow-up. They are simply avoiding paying us what is owed.

  Customer Answer

  Date: 08/22/2024

  This issue has been resolved and money owed has been paid.  The payment was the direct result of BBB contacting Blue Compass and was not addressed prior to your involvement.  I am happy to provide the voicemail if necessary.

• Initial Complaint

  Date:01/10/2024

  Type:Product 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 am a senior citizen living in Texas, on 12-5-2023, I inquired about a 2010 Pleasure Way class B van for sale at Blue Compass RV. I was prompted to put a downpayment on the unit and an inspection could be done, and that other people were interest in the van and had put backup money down, I told them to go ahead and sell it. I was assured by Teran Morrison salesman, by text message that a refund would be given if the funding didn't go through. I had some friends that live in the area look at the unit, they felt it was in good shape for its age even though no test drive was offered. "This is an as purchase". The inspection was finally performed 12-19-23, and Brandon Wark text saying the van was road worthy with no issues. They sent me incorrect paperwork which my CU would not accept, and the sales manager Brandon Wark was prompting me to sign anyway and would send a refund of the overage, saying they couldn't get new papers sent before the holidays on 12-29-23. But time ran out as my loan application expired on 1-1-24. and requested my money back, I was then told by Brandon Wark that the van supposedly needed $2700 worth of repairs and they were keeping my downpayment to go towards the bogus repairs. I was never informed of any repairs needed or being done, nor was I given a list of what was supposedly done and had already been told by text it was good to go with no issues. I told Brandon that was a scam because of my age and because I lived out of town. As of 12-29-23 the dealership has cut all contact with me. And the van is back up for sale. All I want is my money back so I can find another van to live in. I have the text messages and the incorrect paperwork included.

  Business Response

  Date: 01/17/2024

  This customer Carol Garner purchased the unit out of state via phone. She gave us a partial down payment while she applied for financing on her end. She had us inspect and spent our money (sale prep) the coach for her arrival the last week of December to complete payment and drive the coach home. We have spent nearly $2700 on parts and labor at her direction to make sure she could fly in and drive home. She had the unit tied up with her signed buyers order and earnest money since the 5th of December. We told her that is there were something catastrophically wrong or we misrepresented the unit, we would in fact refund her.  None of these things were the case here.  In the 11th hour before her flight to Denver, her bank turned her down and rejected her financing. She also insisted on getting her own and not let us assist her. She called us the day she was supposed to fly to Denver and pick up to tell us that, her bank turned her down at the last minute.  We let her know that if she doesn't continue with the purchase after having the coach off the market for a month, and money spent on her behalf, there would be additional money due from her.  At this point, even though her complaint isn't valid, i refunded her $1000 to her Credit card before she even filed a (NON warranted) complaint.  She can validate her refund.  I need to discuss the service bill she left the dealership losing.  Earnest money is just that. Dealers can't hold vehicles unless they are sold on a purchase order signed with earnest money or partial downpayment. We have all of documents in line and signed.  

  Customer Answer

  Date: 01/29/2024

  Hello in regards to the complaint against Blue Compass RV and ******** ********. I have been trying to respond and the link would not work for me till you sent this email today..

  I have in writing, if for some reason the loan did not get approved, I would get my money back. I was told numerous times that the vehicle had a back up buyer with a deposit placed on it, when I told them to go ahead and sell it, They said no we dont really have another buyer. I have that in writing. When the *** department, contacted me, a girl named ****, I explained to her, *** was  very premature as the correct paperwork hadnt even been sent to me, and the loan was not secured as of that time, I  could not fly up there till the week of January 15, **** which the salesman and the sales manager knew, I have that in writing. On the 20th of December when I was called to say the inspection went well. The unit was roadworthy and would make it to *****. The only thing they did was replace a faucet and ordered a lens cap for an outside light which I have that in writing. Then their high pressure sales tactic was to tell me they had to spend $2700 for repairs which I was not informed about, and I was never even given a list of the items they supposedly had to repair. I called their bluff and said youre lying, trying to pressure me into paying for something that didnt happen. This dealership cant even be honest enough to send me the correct paperwork. They expected my credit union to give me a check for an overage and they would send me a refund, My credit union refused to approve the loan because of the incorrect amount and the dishonesty, so my loan was denied for my protection. the dealership figured they would scam me out of my deposit for a bogus repair that never was done in order to keep my deposit.

  I am satisfied with the outcome of this case,  I am warning people to look at the reviews, and their paperwork, read the fine print before you sign with this shady dealership.

• Initial Complaint

  Date:09/01/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 purchased a new camper from Blue compass this spring. It has been in the shop fives separate times for a water heater issue that they couldn't figure out. After that was fixed it developed a water leak that that caused almost $3000 in damage. The camper has been in the shop since late July with weeks of waiting for parts still ahead. I have emailed multiple times with no response for weeks. We had a regional sales manager reach out and he promised to call back within 24-48 hours. He never called back at all. We now have to hire a lawyer to get this camper bought back from us. The whole process has been a nightmare.

  Business Response

  Date: 09/26/2023

  from: Brian Strain <[email protected]>
  to: Clay Andersen <[email protected]>
  cc: Justin Slusser <[email protected]>
  date: Sep 26, 2023, 1:29 PM
  subject: Re: Response Required | BBB Complaint ID 20553231
  
  Clay, Jason Crooks has been in for service for the water heater 3 times. The customer did not have a service appointment each time they dropped off (Operation works off of scheduled appointments...booking out 3-4 weeks).  To include the latest, most recent, drop-off.
  
  Blue compass has an appointment schedule we use to coordinate service work. We accommodated Jason (customer) on each occasion that he came in with no appointment.
  
  The customer rents out this unit (which nulls and voids the OEM warranty IF they were told....OEM has not been told the customer rents this unit out for profit) and this is the reason Blue Compass has helped the customer in keeping the unit in his position.  The Loveland/Longmont Service Team has never turned away Mr. Crooks when he shows up without a scheduled appointment.  
  
  The customer brought the unit back for a water leak. Once again with no appointment. We got then in right away and fixed the leak. This has been approved for repairs from the factory. Parts were ordered but have not arrived yet. These are cabinet parts and do take weeks to get in.
  
  Customer have been called and emailed on several occasions that they could take the unitil parts arrive. They have refused to take the unit off the lot until all parts are here (Blue Compass does not control which repairs get approved while under OEM warranty and does not have control of how fast parts are sent from the OEM).  Again, the customer has been communicated with and Blue Compass is committed to getting all of our customer units corrected and back on the road to include Mr. Crooks.  
  
  Unit is still at Loveland location and parts were received today (9/26/2023).   The customer has been emailed that his parts have arrived, and the work is in progress.  Customer has acknowledged this most recent communication piece sent out today by Loveland Service Dept.  See below..
  
  Brian Strain
  Mtn. West: Market VP. Cheyenne, Grain Valley, Longmont, Loveland, Park City. 
  Email: [email protected]
  Direct: (303)217-3734
  301 East Las Olas Blvd.
  Suite 700
  Fort Lauderdale, 
  FL 33301
   

  Customer Answer

  Date: 09/26/2023

  Complaint: 20553231
  
  
  
  I am rejecting this response because I purchased a brand new camper with the expectation of being able to use it when I wanted and I have been unable to use a undamaged camper for over two months since purchase. I was informed the first time I brought the camper in for repair that I was supposed to make an appointment just to be seen. Blue compass worked me in and I bought pizza for the entire service staff as a sign of appreciation. The fact that I didn’t make an appointment and I dropped it off to be worked into the schedule when the department had time does not negate the fact that I did not have use of an undamaged camper for over two months. It would have been even longer had I followed their 3-4 week wait time for each time it was brought it for the continued problem with the water heater. I was notified today that the parts were in only after I emailed them first for an update. Stephanie in the service department responded promptly and politely to my inquiry. 

  
  
  
  Regards,
  
  
  
  Jason Crooks

• Initial Complaint

  Date:07/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a "brand new" xLR hyperlight 2513 toy hauler on trade in of smaller unit. Transaction made in April 2022. Rushed through walkthrough of the new unit because "store closes at 5pm" maintenance tech told me he tested everything and if he was buying the unit he would take his family out in it tomorrow. After rushed walkthrough i was sent off without any of my finance or warranty paperwork from transaction. took trailer home where noticed the hitch that was reused (and was told would work) now sagging and bent under tongue weight of new trailer. parked trailer for rest of the week. That weekend tried to fill the water tank and was unable to do so. The Ac unit also did not blow out cold air. After a rain storm i noticed the large front window leaks in water and was sporting a hairline crack along the lower section to mid point of the window. among other issues were debris from construction that were left all over inside the trailer and inside closed paneling (electric tape roll/flooring cutouts). window latches were damaged on multiple windows, door latches did not engage to keep the door shut unless deadbolt was engaged, all of the loading ramp screws on floor and wall were not finished in and flush with the floor, several screws/nails were unfinished under the vinyl flooring ( have since ripped through the flooring), tv mounting screws were missing. The fuel pump and hose had enough length to reach maybe 12 inches out of the trail making it impossible to refuel anything. the exterior skirting and roof seals began to separate and peal from the trailer. The end result of all of this is that I have had the trailer now spend more time in for service than it has spent with me and my family since purchasing. The issues have still not been fully resolved and it is near a full time job to contact the dealership to get help with these issues, Meanwhile I have had to pay registration, loan payments and insurance while being unable to use the trailer for over a year.