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:07/12/2023

  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.

  I purchased a motorhome from Pop Sells (RV, Yachts, etc.) approximately 6 months ago. Many things that were wrong with the coach were NOT disclosed by Pop Sells (water leaks, issues with flooring, jacks not working, etc.) I have spent approximately ***** dollars in fixing the issues. I was then contacted by ***************** to see if I was interested in selling my motorhome (one of his reps was initially in contact with me). *** called me and i informed him that the electrical panel failed on the motorhome and that I needed someone to fix it. He stated that he would help find someone. Since then, he continues to send me emails about people interested, but I always reply back with (MY MOTORHOME IS STILL BROKEN). I have also left messages on his VM, but no call backs). This business is a sham.

  

  Business Response

  Date: 07/20/2023

  Pop Sells is a For Sale ******** marketing platform.  We work with our sellers to ensure that our listings are accurate and encourage all buyers to get a professional inspection prior to purchase.  You chose to do a personal inspection, which is in the contingencies document signed on March 31, 2023.  After your personal inspection and test drive, you bought the motorhome.  This  was a fully disclosed as is purchase.  We are genuinely sorry that youve had unexpected repairs and we are currently helping you sell your RV and find a new one.  

  According to our records our salesperson, who is trying to help you sell this motorhome, sent you a recommendation for a local RV repair service on June 16th, 19th and called the recommended repair service on June 21st as a courtesy.  Repair and inspection recommendations are not a part of our standard service agreement.  However, we try to help our customers find the resources they need locally whenever possible.  

  Once the seller's agreement is signed, we can not remove your listing without an addendum or cancellation, and you will continue to receive interested buyer leads.  That is the core of our marketing platform - bringing buyers and sellers together.  

  We have escalated this matter to management who will contact you directly to find the best resolution for you.  We appreciate your support of Pop Sells as both a buyer and a seller, and we will continue to do our best to make both buying and selling your RVs a positive experience.

  Customer Answer

  Date: 07/21/2023

   
  Complaint: 20311198
  
  I am rejecting this response because:

  Im fully aware that I bought the Motorhome; thats on me, although the listing was not accurate and had not been updated by your team  

  You failed to mention the multitude of unanswered messages Ive sent *******, and not one person has gotten with me about whether or not they spoke to an RV tech, so if you have that somewhere, Id like to see that (as I have all communication on my end that shows unanswered emails and calls that have not been responded to).

  You may try to spin it away, but the lack of communication is verifiable on my end  

  Your company embodies the Used Car Sales feel everybody hates. 

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

  

  Business Response

  Date: 07/28/2023

  Management has reached out to this customer and is having him reassigned to another salesperson to help him sell his RV, and perhaps find a new one.  Management is also looking into the original listing, documents provided by the seller and will use any findings to improve future listings and agent training.  We sincerely apologize for any inconvenience this process may have caused and look forward to finding a satisfactory outcome for this customer.
  

• Initial Complaint

  Date:11/10/2022

  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.

  I have paid anything. I canceled my listing and they call me 4 months later trying to collect a commission. After it's been cancelled. Tying to say the person who bought it was a user on their site. But it had been cancelled way before this person contacted me. They now who i sold it to but try to charge 10% of the list price for commission. I didn't even sell it for that and the person came from a referral from a friend not their scam website. I came in as a direct from ******** marketplace not from ******....

  

  Business Response

  Date: 11/15/2022

  It was our pleasure to assist with your Wolf Pack travel trailer. We appreciate the opportunity to confirm that Pop sellers enjoy the option to market on their own while using our professional marketing services. Our agreement is straightforward, and we simply ask sellers to let us know of potential buyers identified by their own advertising. In return, *** provides each seller a detailed weekly report of all buyer activity generated through our services. Neither party should ever be surprised by the origin of a prospective buyer.
  
  The name of the buyer in question was presented to you on March 4, 2022, in accordance with our marketing agreement. This buyer's name also appeared on the 17 weekly seller reports you received between March 8 and June 27. The text provided here shows that the Pop buyer contacted you separately on June 1. You advised us on June 20 that you had decided not to sell the travel trailer, and we cancelled the listing for you.  This buyer's name also appeared in the cancellation confirmation you received on June 27. 
  
  Very rarely, a Pop seller will proceed with a sale outside the parameters of our mutual agreement. It's not unreasonable for a business to resolve the breach of contract, using the remedies defined in that contract. Pop does not take such action lightly, and we do not select arbitrary amounts.  The marketing agreement you signed states "should Seller complete a transaction with a buyer procured by Pop, Seller shall be obligated to pay a commission to Pop in the amount of 10% of the last advertised Selling Price (as authorized by Seller) or $2,750.00 whichever is greater."
  
  A member of our management team will contact you to address any specific questions you may have about your marketing agreement and this buyer. Thank you.

• Initial Complaint

  Date:10/21/2022

  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.

  I listed my motorhome with POP RVs to sell it with a 10% commission.In August I received notice from POP RVs they had a registered potential buyer.Pop RVs coordinated time for an inspector to come and inspect the motorhome.Inspector did not check to see if there was any obstruction before initiating slide on passenger side.Result: Passenger seat Upholstery received significant damage and slide trim board was pulled loose.It was noted that inspector left motorhome unlevel. Jacks were partially down making it very unsafe to walk in. Upon trying to level it, it was discovered that jacks had no power. ***** were unable to go up or down making it impossible to move slides in or out. Therefore, making it undrivable. ***** worked prior inspection.And it was also discovered that inspector caused the water heater to start leaking.POP RVs says they are not responsible.Inspector will not answer text messages requesting payment of $500 for outside contractor to find problem with ***** and for stopping water heater leak. THIS AMOUNT DOES NOT INCLUDE DAMAGES TO PASSENGER SEAT OR SLIDE TRIM.A text request to inspector for insurance company name has also been ignored.POP RVs has expressed no involvement and no responsibility for damages caused by inspector. ****** contacted me and coordinated inspection time. I had no knowledge of the inspector. I was only told when he would be here.I have reached out to POP RVs, *********************: phone, email and text to salesman.POP RVS stand is they did not hire the inspector the potential buyer did. Leaving POP RVs blameless.I have repeatedly ask for the potential buyers information. POP RVS HAS NOT PROVIDED THAT INFORMATION. I HAVE ASKED FOR ******** to make $500. recovery of my expenses for motorhome jacks and water heater repair, since inspector hasn't. I have Not asked for damages cost.POP RVs, potential buyer and inspector are responsible.I would like buyer info to initiate sale of motorhome, damages payment.

  

  Business Response

  Date: 11/17/2022

  Pop provides marketing services in the pre-owned ** market, and we match private ** owners with road trip adventurers every day. Pop sellers appreciate that they retain possession and usage of their **s while we handle the marketing. Pop buyers appreciate our professional processes and the opportunity to do a full inspection of any unit prior to purchase. Pop is not affiliated with any inspectors, so each buyer chooses a third-party inspector and defines the scope of work, then pays the inspector directly.
  
  You listed your Georgetown with Pop on July 5, 2022. Pop has never inspected your unit, and we do not have any maintenance records. We are aware, through photos that you provided, that the 12 ton ** was once parked in a grassy lot rather than on a hard surface. You noted that the photos were a couple of years old and the "motorhome doesn't look as good now. I've been trying to get it cleaned up ...move out." You also provided photos of the seats and couches, noting that the leather was peeling off due to "cheap" materials. You further acknowledged that the coach had been vandalized. While we understand that the ** is currently parked near a commercial building, we are not aware if the unit was stored or maintained properly. We also cannot confirm the past or current condition of the coach or its features.
  
  We quickly brought you a market value offer on July 14, and you declined that offer on July 18. On August 9, we notified you of another interested buyer, and on August 10, we presented an above market value offer from that buyer. You accepted the offer on August 12 and were sent a copy of the fully executed agreement, which included the buyer's full name.  At that point, you had both the buyer's full name and the buyer's full company name. This buyer information was also included in your weekly seller report dated August 23.
  
  The agreement you signed allowed the buyer time for an inspection, at his sole expense, with closing no later than August 31, 2022. The buyer selected an independent inspector and scheduled for August 18. You received the inspector's name, business email, and phone number on August 16. You also received a checklist to make sure your ** was ready for the inspection.  Unfortunately, on August 18 your unit was not prepared properly for the inspection, and the inspector could not complete his work.  The unit was plugged into a wall outlet and the generator was extremely low on oil.  You notified us on August 18 that the inspector had done some damage, but did not provide any photos or estimates for repairs. You advised that the deal was off the table and noted that "because of the above mentioned problems and delays I had to make another payment for nearly $900."  Your financial commitments to your lender are yours alone; they are completely separate from any other entity or individual, or any potential sale.
  
  On August 29, we again made sure you had the contact information for the third-party inspector. You advised that you would give the inspector until September 30 to pay you $500. While this number was not supported by any photos or receipts for repairs, you noted that it was for work done on the jacks and water heater, rather than any interior damage to seating or trim.  
  
  You cancelled your listing on September 1.
  
  On October 13, you advised us that the inspector had not responded to your demand. You stated "I expect POP RVS to make payment of $500. due immediately. If I don't hear back from you, I will file complaints with the BBB, FTC and the ***** Attorney General.  Make it easy on yourself. Won't cost me a ***** to file complaints but they could be very costly to your business reputation."  As before, this $500 amount was never supported by any photos or receipts for repairs.
  
  On October 23, you stated you would like Pop to "open negotiations for sale" with the buyer who had once been interested. As your listing has been cancelled since September 1, Pop can no longer represent your Georgetown in any advertisements or negotiations.
  
  Pop has provided you all information for reaching the third-party inspector, including his business email, his phone number, and the company through which his certification was issued.  Pop does not have any authority over this individual or these companies. You have also had the buyer's full name and the name of his business since August 12. We must again respectfully decline to remit an arbitrary payment of $500, and we encourage you to use the contacts previously provided to pursue a satisfactory resolution with the third-party inspector. Thank you.

• Initial Complaint

  Date:10/14/2022

  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.

  I've been TRYING to purchase through Pop Yachts since August 27th! I've been re-assigned 3 closing agents, 1 director of closing, 2 boat brokers, ............ we WERE supposed to close on Thurs the 13th (ie. "today" before Midnight) - It is almost like they just DO NOT WANT to make a sell.They have come up with every excuse in the book ... to my knowledge, the ONLY thing that they have done thus far, is presented my offer to the seller/owner (who accepted), drafted a tentative agreement, and now playing Pass-The-Buck Email-style!!!!!!!! #SoFrustrated They are SUPER TOTALLY UNPROFESSIONAL!--******** and I had a discussion via email after 5:05 p.m. last Friday evening after close the business when I got the email from ****** saying there was a yet a brand new third closing agent starting. That was before I knew she was taking Monday and Tuesday off. I'm copying you on this email that I just sent ******** because she says she has not gotten a response yet. I also see that you were copied on the last email from ******, go back and reread it real carefully, cuz my response wasn't all that nice but after rereading one of her lines in the email I am really livid. Please see me venting about the advice that you're closing agent is suggesting that I purchase something that requires a loan, legal documents, and a closing agent site unseen.Which manager did you send it to? I'm taking it you have not gotten a response yet?So this new closing agent that started 5 minutes after the close of business on Friday and took Monday and Tuesday off sent me an email today, half the email is whining and complaining and crying about the hurricane - having to come back to work early to help me 'button this up' - but she just started this on a four or five day holiday weekend for herself, Hurricane not withstanding - she claimed to have been assigned to me after COB last Friday but then took a 5 day weekend. We were supposed to close today/yesterday - Oct 13th - they don't care!

  

  Business Response

  Date: 11/15/2022

  Pop takes pride in providing professional marketing and closing services to our customers, and we sincerely apologize for your frustration. 
  
  Based on your search criteria, we recommended a **** Cruisers to you on September 4 and again on September 9. This boat is located in **********, and you are in *******************. Pop specializes in transactions where distance is involved, and our team works diligently to execute each transaction smoothly. You initially viewed the Cruisers online on September 9, then made an offer the evening of Thursday, September 22. The seller accepted your offer on September 23. The straightforward purchase agreement provided time for you to complete a survey and water trial. The closing date was set for October 13.   
  
  On September 23, you quickly made the deposit defined in your agreement, and our system assigned a Closing Advocate. As that advocate was out of the office, we manually assigned a different closing team and introduced you to them via email within a half hour. There was communication from Pop over the weekend and through September 27. You were also working on financing with a third party (********). 
  
  Unfortunately, Hurricane *** was making its way toward our ******** headquarters. Our office and both members of your closing team were impacted by ***'s September 28 landfall and aftermath. We resumed communications on Monday, October 3. You graciously acknowledged that you were not personally concerned about the delay, but your lender was anxious to get logistics since the loan approval would expire on October 27. On October 5, we asked you to contact a professional ************** to the boat to commission the scope of inspection you wanted. (*** is not affiliated with any surveyors, so each Pop buyer has a separate agreement directly with the independent surveyor of his or her choice. The buyer also pays the surveyor directly for the services performed.)  You initially contacted the surveyor the evening of October 7, then communicated with him again on October 8 and October 9. You shared that the surveyor initially indicated availability for an October 21 survey, then stated he was familiar with the boat and declined to accept your survey request. On October 10, you updated your Pop sales consultant, noting that the surveyor suggested a different surveyor and provided the local ** Pop consultant with the contact information.
  
  On Friday, October 7, your lead Closing Advocate resigned, and the deal was reassigned to another Closing Advocate. As this individual was in ***'s direct path and still significantly displaced, our Director of Closing stepped in to communicate regarding the survey.  ****** returned to the office on October 12 and immediately contacted you. Again, you graciously responded with "I really feel like this boat has enough things going for it (stuff that other boats do not have) that unless it was something pretty catastrophic we'd still be a 'go' for the purchase/closing. What are our options?  I am guessing that closing tomorrow will be postponed - at the very least." ****** quickly responded with "We can go to the seller to extend the date out a few days if you want to speak with the mechanic. Another option is to just buy it "sight unseen" but it is 100% your call."  She was simply stating that this is an option for some buyers. We appreciate that the option was not an acceptable solution for you and are sorry for the impression it made.
  
  By October 13, the original contractual closing date, you had not yet identified your surveyor.  We prepared an addendum for you and the seller to extend the closing date to October 21, and your survey was scheduled for Monday, October 17.  Ultimately, you determined that the boat would not meet your needs.  You cancelled your offer on October 19, and we promptly refunded your deposit.  
  
  Thank you for the opportunity to work through the many unusual variables which contributed to your experience. We've revisited our internal communications policy so back-up team members can effectively step in to exceed customer expectations, and we will make sure a similar situation cannot occur again.  
  
  It's been our pleasure to assist in your quest for a boat, and we look forward to working with you next spring when you resume your search.  You're still browsing some listings ... we're ready when you are!