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:10/06/2023

  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 motorhome 15 months ago, brand new, $350K +. and once I drove it off the lot, the company will not answer calls or emails. I need information regarding an extended warranty I purchased and have been trying for FOUR MONTHS to reach someone at **********************.

  Business Response

  Date: 11/14/2023

  We apologize for the customers experience and the delays. We have been in contact and worked with the customer to get the issues resolved.

• Initial Complaint

  Date:09/25/2023

  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.

  Refrigerator not working since the day we bought it. Also the leveling system has not worked since the day we bought it all doors will not shut screws are popping up through the floors. Also a hot water heater not working. ******** generator, not supplying electricity to the camper. The leveling system TV has not been working. toy hauler screen room not working. We have been in this camper for a month with no fridge raider only living on bag ice have lost at least $200 in food twice this Camper needs to be replaced with a new camper that works. This camper was not inspected for a whole year. That sat on the lot.

  Business Response

  Date: 10/16/2023

  We apologize for the customers experience and delay in resolution. The customer is currently using the ** out of state and unable to bring the ** back to ******, ***** for repairs.  The General Manager has personally connected the customer with Heartland **s service division who is currently working with the customer to get the repairs done including sending a new refrigerator that is on the way to the customer.

• Initial Complaint

  Date:09/23/2023

  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.

  Finance Director was not in the office the day we had our scheduled demonstration (June 2, 2023). We called ahead of time to let them know we did not want the automotive insurance policy add-on that was previously included in the purchase and sales agreement. The manager had the print out ready for me to sign, indicating that I wanted to waive that policy and he called *********************** by phone to let him know we were in his office and signing the paperwork. He said we could leave it on his desk and he'd take care of it. Fast forward to July 11, when I sent him an email, requesting the loan paperwork information because we did not hear from the loan company yet and we wanted to be sure we weren't late on our first ** payment. We also had wanted to see for ourselves whether the automotive policy add-on had been deleted. He never responded. I called him twice that week and left messages with whomever answers the main line. No call back. Once again, fast forward to Sept. 19 when I had to call the loan company to inquire as to whether or not Blue Compass RV filed the paperwork to reduce the $7,000+ add-on insurance policy. They had not and it was included in the final loan amount that we have been paying for. Unfortunately, the loan company couldn't remove it and suggested I reach out to ********** which is the third-party Blue Compass RV uses for this policy coverage. I called and they don't remove contracts over the phone. I went to their website and they don't cancel contracts directly; you have to reach out to the dealership where the ** was purchased. Great...So I called yet again at the ************* location where we purchased the very expensive ** and, you'll never guess...*** wasn't available at the moment to take my call. I told the customer service rep. on the line that this always happens and he has my name, email and phone number, but fails to call me back. She said he would call me back later on that day, to which I replied, "I've heard that before." That was at 10:48 am on Sept. 22nd. It's now 5 pm on Sept. 23 and I have yet to hear back from ***. At this point, I'm going to have to file a complaint with the ************************** as it feels that this company and director is taking advantage of me, failing to return my calls so he can keep whatever lovely commission he received by signing me up for the $7k+ policy. In the meantime, we'll have to unfortunately continue making the loan payments with the incorrect final dollar amount while I wait for this issue to resolve. I would have also liked a corporate phone number on the BlueCompassRV website so that I could share my experience there and possibly reach a resolution outside of possible litigation, or having to write a review in order to have someone return my calls. We would never recommend anyone buy from this location, or a BlueCompassRV location after this experience. With so many other ** dealerships in *********** and within *************, you may be better off not having to deal with this particular location/company who continues to keep incompetent employees on their payroll who intentionally exploit their customers.

  Business Response

  Date: 10/11/2023

  We apologize for the customers experience.  The Regional Director spoke to the customer and has received the signed cancellation form. He will process the cancellation and follow up with the customer with an update.

• Initial Complaint

  Date:09/21/2023

  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.

  Lied about everything then sold ** a2020 Jaco eagle 317Rlok that has no title can not get a tag for it they are telling me to get a bonded title for it double the price for it and have to hold it for four years and if anybody fails a claim against it can take it and I have no legal recorse

  Business Response

  Date: 10/05/2023

  We apologize for the customers experience.  We provided the customer instructions for completing the necessary paperwork for registration in his home state, but at this time he is unwilling to finalize the registration.

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20639294
  
  I am rejecting this response because:
  I should not be responsible for getting a ********************* to hold for four years and cost me more money and if anybody files a claim can lose it and being how last people that owned it can come take it with me having no legal recorse plus check for the sales tax disappeared that I have already paid for in the price of financing 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/12/2023

  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.

  Bought an RV from CCRV, ************** Explorer USA, Blue Compass or whatever else they want to go by. On three different occasions while service was being performed at their Rockport location they have caused damage to our unit. The service manager ***** then speaks to you like you are stupid and they refuse to allow you to contact any of his supervisors. General Manager will not call you when you file a complaint just tells ***** to call you and then he questions why you went over him. This has always been warranty work, they have hit the camper twice, fought to have it repaired, still not repaired correctly, this occasion they caught the newly installed refrigerator on fire. It went on June 7th 2023 and here we are still waiting. Been waiting since July 4th 2023 when it caught fire and keep getting excuse after excuse.

  Business Response

  Date: 10/04/2023

  We apologize for the customers experience. The Service Manager spoke to the customer and the issue has been resolved.

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20592423
  
  I am rejecting this response because:

  We were treated unfairly, damage was caused on three different occasions to our unit. Damage was done to the front corner, under the fifth wheel hitch, and inside the refrigerator cabinet. Repairs were made to the front corner and under the fifth wheel hitch. The paint does not match the factory paint. Fire extinguisher dust was left in the refrigerator cabinet. They finally replaced the refrigerator after weeks of them not admitting fault so again we were stuck for over 10 weeks without a refrigerator. The only reason it was replaced is we finally located an email for the regional manager. General Manager refused to contact us several occasions and kept having the service manager contact us.  Speaking with Attorneys for further action.
  
  Sincerely,
  
  ************************

  Customer Answer

  Date: 10/05/2023

  The only thing fixed was the refrigerator. Paint still does not match from damage done to our unit twice. Service Manager was rude several times and continually said not there fault, after investigation, was determined they were at fault. Fire extinguisher dust still in the refrigerator compartment. Nothing was handled until we reached out to the regional manager. After speaking with the regional manager the only time the service manager spoke to us was after this complaint was filed. 

• Initial Complaint

  Date:09/12/2023

  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.

  When the guys came to fix 3 problems, only 1 was complete. About 8 days before they came I noticed floor damage. They took a couple pictures and service manager said he would get back to me in a week. That was 4 weeks ago today. only microwave replacement was complete. Awning replaced but still needs end cover. Replaced speaker but that did not work. In the wall or its the system. To make a long story short, they delivered this product to me with defects that I think they knew about. this should not have been delivered to me in this condition. I spent good money for this rv and feel I was taken advantage of. I want what I paid for. Thank you

• Initial Complaint

  Date:09/10/2023

  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.

  Purchased on 27 Jan 2023 a Manufacturer: Jayco ************ Point Model: 382FLRB. My Wife and I had an appointment to do walkaround before they would deliver. We found out that the front door was crushed when it was moved from the ** show. They had tried to close the slide while the door was still open, it had to be replaced. ******* center replaced the door with one from another ** that was on the lot. The door decals did not match, and the door would not close properly because the door frame is uneven and had possible interior wall damage. JWRAP Scratches on rear panel from when ** service center was moving it on the lot. The entire ** Roof membrane had to be replaced, because it had wrinkles, dips, and bubbles.The **** was leaking hydraulic fluid and could not level the **. A window blind would not go up and down. Wood trim moldings fell off the wall in living room. All the waste valves were very hard to open or not working as should. Kitchen appliance slide out inoperable, and ** *********** center said the motor needed to be replaced. ** One now Blue Compass RV has been working to fix this ** since 20-FEB-2023, work order date.This was a brand-new **, all the problems should have been fixed before it was sold to anyone! Some of the items they said they didn't know about, but the Front Door, one Slide out inoperable and JWRAP Scratches ** ONE did know! The item should have been repaired through Blue Compass and the Manufacturer ***** and not sold to someone and then use their manufacturer Customer Warranty to fix the repairs!! Here it is September 10, 2023. Blue Compass RV, found an additional problem with the slide and they had to order a wiring harness that was not working. We still do not have the **!

  Business Response

  Date: 10/04/2023

  We apologize for the customers experience. The Service Manager spoke to the customer and is working with him to get the remaining issues resolved.

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20581925
  
  I am rejecting this response because:
  It's been 8 months a d they said they are still working on the Fith Wheel repairs. We want compensation for delay and hardship or our money back!!!!

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

  Customer Answer

  Date: 11/08/2023

  Blue Compass said the Fifthwheel was ready. We had an agreement that we could have an outside inspector to inspect the fifth wheel. The ** Doctors in *************** came by and started the inspection. They found the new roof needed replacement and that it was in worse condition than the original roof.  The black water holding tank was disassembled and sitting on the ground. These repairs and or replacements have been going on for nine months.  ***** not satisfied and we want our money back.  Please reopen this case, we were waiting for ******* to send us over numbers for a swap. We did not see that email.  Thank you, **** and *****************

   

   

   

• Initial Complaint

  Date:09/09/2023

  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.

  Purchased a new Aurora camper mod number 28 BHS on 7/28/23. Told the salesperson specifically we did not want the display model after hours of arguing the fact decided to accept the display model after we were told we would have to Rescedule pickup among other concessions we would have to make. Inspected camper it had not even been cleaned medal shavings and wood shavings everywhere, foot prints on sofa and table area. Stain in bathroom cabinet. Scratches minor on paneling corners. Was told my existing hitch and sway bars would be transferred by sales now I was told not on the order so I would have to pay to have them switched. After arguing for another hour and being avoided by sales office the hitch was finally switched. Was totally discussed by now camper still not prepped properly. 5 hours later which was suppose to be 1 hour we said lets just take it and clean it ourselves mind you I have my wife and handicapped sister with me all this time. Got camper home missing remote for the awning called to have them order a new one tree weeks went by no remote called them said it would be 1to 2 weeks more I personally believe it was never ordered and maybe still isnt. I do not understand how a place of business can operate and treat customers like this and get away with it and stay in business.

  Business Response

  Date: 10/04/2023

  We apologize for the customers experience and delays. The Parts Manager spoke to the customer and is personally assisting to resolve the open issues. The awning remote has been overnight shipped to the customer.

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20579157
  
  I am rejecting this response because:
  The main complaint wasnt even mentioned by responding business. A two word appology does not even begin to makeup for the way myself and wife were treated. Im sure there is more that this company can say and do make up for the way we were treated and outride lied to. And there should be no excuse for things like missing remotes and things like the prep and the cleaning of this unit.  If it were possible I would return this unit and get my original unit back. And the reply I got only solidifies the kind of company this really is. Only cares about the profits and not the customers.
  Sincerely,
  *************************** Msgt Retired USAF
  ***************************

• Initial Complaint

  Date:09/08/2023

  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.

  We purchase our Hurricane Motorhome from RV one in 2017 - the sale was great - however the service since has been nothing short of terrible terrible terrible!!! There is nobody at the service center for RV ONE and now Blue Compass that can accomplish anything or take ownership of what is going on there. Most recently - I took my RV to Blue compass on 8.4 -I scheduled the appointment originally in JUNE but had to wait until august for availability- I called weekly trying to see when the camper would be done - The issue was the Jacks were not coming down, every time I called I got a different person that would give me a little info and then state they would need to research and then would never call back. The week of August 28th they told us that the person working on the camper had been let go and they had no records of what was going on with our camper that had been sitting on their lot for way too long for nothing to have been done to it. After a month of no resolution we went and got our camper with nothing resolved - they were supposed to order a part that day that should have solved the problem and would call us when the part came in. once again they never called and when I called today they had dropped the ball again!!! I will NEVER go back to Blue Compass after this terrible experience that resolved nothing - please work with this company to try and get them to a better place consumer service wise. Campers are not cheap and when you need to get something fixed the availability is very limited as to where you can go - Blue compass just took over RV one and I was hoping for some improvments but that has definaly not happened.

  Business Response

  Date: 10/05/2023

  We apologize for the customers experience and delay in resolution. The General Manager has spoken to the customer but he does not wish to bring his Motorhome back to have us correct the mistake.

• Initial Complaint

  Date:09/07/2023

  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.

  On 7/3/23, we went to this business to pick up a travel trailer. We viewed the interior of trailer and there was no damage. We agreed to the sale and placed $1000.00 deposit. We picked up trailer on 7/21/23, and we left the lot without viewing the trailer. When we parked elsewhere, we entered the trailer and noticed refrigerator door damage that was not there on 7/3/23. We Immediately called the dealer about the damage. They said to file warranty paperwork at the ************ store where we live. The warranty request was denied by manufacturer. The Manufacturer did indicate they would send me a door but would not pay for installation and we will need to contact dealer seller. Dealer seller will not pay for installation, indicating damage was not noted on 7/3/23. Damage was not noted because it wasnt there on 7/3/23. When speaking with the service manager, they indicated no one was in the camper between 7/3/23 and 7/21/23. However, after continued discussion, they did indicate a tech was in the camper two different times between 7/3/23 and 7/21/23. We would like the dealer seller to pay the installation cost of the refrigerator door as the damage was done on their lot/place of business.

  Business Response

  Date: 10/04/2023

  We apologize for the customers experience. The General Manager spoke to the customer today and is going to have her refrigerator door installed at a closer Blue Compass location.