ComplaintsforBob Hurley RV Center LLC

• Initial Complaint

  02/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In November of 2021, I took our 2017 Gulfstream Conquest motorhome to Bob Hurley RV in Tulsa. I requested they repair a battery electrical problem. Also, to fix the cruise control and winterize it. I had been referred to them by a local Ford dealer who said that they couldn't do the front-end alignment that it needed, but Hurley RV could. After taking the RV to Hurley and leaving it I waited for *****, the service advisor, to give me progress information. She called and said that they had completed the work, but had to take it somewhere else for the alignment. I assumed that meant we could pick up the RV soon. I have contacted them many times by phone and email Every time I call, the receptionist tells me that ***** isn't at her desk and leave a message. I leave messages and still no call from her. I emailed the dealership with no success there either. I don't know what it will take to get my RV returned to me. It has been three months now! I should have read all of the complaints on their BBB page BEFORE I took it to Bob Hurley RV.

  Business response

  03/31/2022

  Business Response /* (1000, 5, 2022/02/25) */ Mrs.****** we apologize for the delay in repairs, however everything we can do has been done. We have your coach at a ford dealer for cruise control repair's and battery drain, that they have not started on unit as of today, We are very sorry that we cannot get dealer to move any faster. I have spoke with Mrs. ****** and she is aware of our challenges. Consumer Response /* (3000, 7, 2022/03/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were referred to Hurley RV by a Tulsa Ford dealer who said they don't work on RV's. They have had it for over three months! I have been paying $165 for a storage place Since November and we had to miss a trip to a family reunion. I have a hard time believing that ************** is the only place in this area that can do the work. I still don't have my RV! Business Response /* (4000, 9, 2022/03/05) */ Mrs. ******, Nothing has changed since we spoke on the phone. I understand you frustration, however please understand all house repairs are done! We aren't a chassis mechanical shop. So therefore we must rely on other dealers to make chassis repairs, it's truly out of our control. Please feel free to come get your unit and take it to whoever you would like to fix chassis side of repairs. Consumer Response /* (4200, 11, 2022/03/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is absolutely no excuse for taking my RV anywhere and leaving it for almost four months without informing me. How am I to know what they may have done with it during that time. It was left out on ************** lot in rain, snow, sleet and freezing weather for all of this time! Why wasn't your service advisor checking on it periodically and giving me a progress report. As far as I knew, it could have been sold. You say that you did some work on it, prove that to me, show me where and what you did. Business Response /* (4000, 13, 2022/03/18) */ Mr. ****** if you would have paid your bill, you would have got copy and known what we did. As shown on RO file that you were notified on 11/11/21 that we were sending to ******** for chassis repairs. I will try again to explain, we are not a ford authorized chassis dealer. We don't have the equipment to work on ford chassis, Please submit payment for repairs performed. (please see attached) Consumer Response /* (4200, 15, 2022/03/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the first time I have been informed that you did any work on our GULFSTREAM. Of course, one of the work is visible. I will have my bank send you a check. I noticed the remarks on the invoice indicate that you told us about taking it to *********. Yes, I knew that you were planning to do that, and November was the last time there was any communication about it. I can assure you that if I had known there was no reasonable time for it to be returned, I would have taken it back. I am out $660 for keeping my storage space because the lot had a waiting list for an open spot. The reason that we brought you the RV was that the Ford company we initially took it to referred us to you. He said you were formerly a Ford dealer and could fix it. Consumer Response /* (2000, 16, 2022/03/24) */ You may close this file now. I finally got my RV back. Thanks for your help.

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2021 motorhome on September 4th. After 3 months I still don't have a title. They have tried to get me to accept the title for a 2020 motorhome. They lied and told me that it was a 2021 and it is really a 2020. I purchased a 2021 and when I sell it I will be selling a 2020. I can't get it titled because the sales paperwork is 2021 and the title is 2020. I have tried to contact attorneys with no luck. I have all the proof that this is a fraudulent sales. They have the motorhome for repairs and now they won't return my calls. I am now homeless. This rv is my home with all my belongings in it.

  Business response

  01/13/2022

  Business Response /* (1000, 5, 2021/12/14) */ Ms. ****, I have spoken with the sales manager and he informed me that he had offered to pay for your TT&L if you were ok with the motor home being a 2020 model and you had accepted that offer. If that is no longer the case then the General Manager said we can have you return the unit with a full refund.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 9, 2021, my wife and I purchased a 2022 Keystone Alpine 3712kb from Bob Hurley RV in Tulsa, OK for approximately $80,000. The Alpine was delivered to us on Friday, October 15, 2021. We were told at the time of purchase that the Alpine would be inspected prior to delivery. Within a few days of receiving the Alpine we began noticing the following issues: Remote to fireplace would not work (Bob Hurley RV corrected this by replacing the remote) Bathroom sliding door has fallen off the track two times. The furnace makes all kinds of horrible noise when it is on (Bob Hurley RV service tech, *****, took the furnace apart, but did not fix the noise.) Air flow from the air conditioner ceiling vents is non-existent in the living room and kitchen. (Service tech, *****, attempted to fix this by placing blocks of wood inside the vents. I'm not sure how that is a "repair" considering that the blocks of wood will bounce all throughout the camper vents if/when we move the camper). No air flow in floor vents in the bedroom and bathroom. Intermittent hot water from the "on demand" hot water heater. Screen door will not latch. (Service tech, *****, temporarily fixed this with a piece of cardboard, but the problem is arising again as it was not a permanent fix.) We found crushed ducting for the floor vents and corroded, broken wires on the hot water heater. We have attempted phone calls, voicemails and emails numerous times. The service tech has been sent to our camper two times, and has not repaired ONE major issue (air flow through vents, hot water heater). The sales manager, service manager, and general manager have all been left voicemails and we have not received one return call from any of them. The only response we can get is from the service writer, *****, through email.

  Business response

  11/22/2021

  Business Response /* (1000, 5, 2021/11/09) */ I've spoke with Mr. ******** and we are scheduling time and date to fix his issues.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We started being in contact with Bob hurley a couple weeks ago. Everything was going great, we picked out an RV online. Worked with "****" (******) and we told him via text that if my husband didn't get approved we had a co-signer available. ****** took the cosigner info incase he didn't get approved so he could submit it as soon as he know **** wasn't approved alone so we could get approved quickly. ****** got back with us on an offer, with **** approved on his own. We accepted that offer and then scheduled to come sign that evening instead of the following Friday morning like we originally planned because we were ready to sign and get things done. They said said was fine but that ****** was at a football game as he is coach too so they had us work with ******. When we got there, ****** wanted to show us the 5th wheel. And we loved it in person and then he said "so we have hit a little snag" and then he said that they ran the cosigners credit and because of that the banks dropped **** out of the running all together and accepted the cosigner only. We asked how they could rescind the offer and he said the banks just do that sometimes. We declined because it wasn't going to be on our credit anymore and he said "it's okay. We know it's good and under the cosigners name. We can still do it" and followed us saying this while we were trying to leave. We refused and said they were never allowed to run ***** credit information unless **** was not accepted. They tried to still sign us onto the title even though it was in ***** name. The next day the manager suddenly had the original offer and we signed and accepted the vehicle. Upon getting it home, it has a lot of issues. We have a full coverage warranty yet the issues they released it with should have been repaired before release. They keep saying they will send a mobile tech out but have not for 4 business days now. They have lied, blamed other employees. And even tried to say it was only suppose to be "as is" They lie.

  Business response

  11/08/2021

  Business Response /* (1000, 5, 2021/11/08) */ I talked with Mrs. ***** and we have came to a agreement, I believe the complaint has been resolved. Consumer Response /* (3000, 12, 2021/11/29) */ I have spoken with *** Hurley with Bob Hurley RV. He said he would try and get the potential cosigners credit fixed as it was in fact ran wrongfully. There is also the matter of the major issues with the 5th wheel that was not inspected or fixed before releasing it to us even though they delayed releasing it to us because they were "repairing and doing a deep clean" the 5th wheel was dirty, damage to the sink, links into the cabinet. Refrigerator does not work. Bedroom door off rails and rail is damaged. Bathroom vent is damaged and it rains in the bathroom. Main door lock is not fully functional and will not lock from inside. Kitchen faucet leaks. They sent ***** out and he said he needed to order parts. He partially fixed the kitchen faucet but did not fix the leak. He turned on the refrigerator but it turned back off within 10 minutes. I have spoken to "**" in the parts and service department and she assured me that all the parts would be in by November 19th and they would come out and service the vehicle. I have made 5 calls since that day and have not reached anyone but the front service desk and transferred to someones voice-mail. I am sure they are avoiding doing the work. We have a 5 year warranty that they are refusing to uphold and have not yet had the vehicle in "working" condition since we bought it. Will be contacting them again today. Business Response /* (4000, 14, 2021/11/30) */ Yes, we have spoken about credit pull however, *** and **** both sent credit application through our online portal giving us permission to pull credit, fact! (see attachment). Please understand **** sighed the "as is" paperwork, nothing promised, fact! (see attachment) Mrs ***** if you're not happy with the trailer please bring it back and I will refund 100% of your monies!

• Initial Complaint

  10/05/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  purchased a 2016 jayco 212 qbw from Bob Hurley, vehicle appeared to be in good shape and price was fair for a vehicle in good shape, upon arriving home it was noted the trailer had a soft spot in the floor denoting water damage. it was not disclosed by the dealer nor did I notice it at the time of the sale. a soft spot is a structural concern as well as a possible airborne contamination hazard from mold and mildew. I contacted the sales man 0n 09/27/2021 who said he was sorry and what could he do to help, i asked if there was anything the dealership could do, he said he would talk to the sales manger. I called the general manager on 09/28/21 he said he would look at the deal but the sales manager was out until 10/1//2016. The soft spot greatly reduces the value of the trailer, The dealer never called emailed or made an attempt to contact us after the email to the salesman or the phone call to the general manager. they should have called, and let us know something.

  Business response

  11/09/2021

  Business Response /* (1000, 5, 2021/10/07) */ Mr. ********, came to the store walked through unit and offered to purchase our unit. Nothing was hidden and/or not disclosed. He signed an as is form, however I will give Mr. ******** 100% of his monies back. Sorry, I cannot do anything about credit pull. Sincerely, *** Consumer Response /* (3000, 7, 2021/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The sales manager failed to let finance know that my credit pull needed to be at the credit union so he ran it at bob hurley for a higher rate. financé told us it was thier mistake and would have to pull credit a second time called credit bureu said bob hurley could remove one pull, but bob hurley would have to do it. I have repaired the water leak in plumbing, fixed refrigerator and repaired wall leak and water heater vent. Returning the unit would be in the dealer favor as everything is repaired less floor that can't be repaired as it goes under the wall. A structural issue reduced the value of the trailer by 3k that's what I would like to see. Dealer did call direct I attempted to call back receptionist it stated "highly unlikely bob hurley would call a customer" so I am unable to return his call I do not know what he had to say. Business Response /* (4000, 9, 2021/10/14) */ I have offered 100% of his monies back! That's the best we can do. Sincerely, *** Consumer Response /* (4200, 11, 2021/10/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will try to call Mr. ****** this week, if his front desk will allow. After reading the response, I think I need to clarify, I don't dispute the as is. What I am disputing is the dealer should not have sold the trailer with a structural issue without at least saying something concerning it. If I would not have put a lot of labor and parts in this rv, the offer would be fair to just return it, however despite the structural everything is repaired less some wireing and the unit is in much better working condition than when purchased and would be far in the dealer favor as everything works now. The problem is the value, as soon as an rv has a structural concern the value is far less, I want that differance 3k, the dealer said this would not happen, he wants the fully functional trailer back, and no compensation for labor and parts, and then turn the unit for a greater profit. I can't accept this as a resolution.i do believe we are at an impossible. As for the credit bureau, they contacted me and said I would have to live with the dealer foul up for 2 years, I will have multiple credit pulls on my credit report because the dealership members couldn't talk to one another 858 to 811 credit score because of this dealer!

• Initial Complaint

  07/27/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Drove to Bob Hurley RV Oct 5 2020 purchased '15 Forest River HW popup camper Camper was set up sales person showed me all features advised that all was in working order Escorted me to finance dept & said we will lower and attach to your pickup while you sign all paperwork At no time an accident was mentioned nor plywood underlayment in top had dry rot nor mechanism that raised & lowered camper was not plumb & square Put in storage when getting home brought out this May it had leaked & full of mold After a few times raising & lowering the camper top myself it became evident the top & it's components were not aligned properly & mechanics that raised & lowered top were not functioning properly one very serious result of twisted support structure & rotting plywood is the seams of metal skin move & separate when top is being raised & lowered opening caulk joints everytime allowing rain water to enter camper and soak interior in locations damage from accident included waste piping below

  Business response

  08/31/2021

  Business Response /* (1000, 10, 2021/08/23) */ I believe we got Mrs. ******* handled by purchasing unit back. She said she would withdraw complaint. Consumer Response /* (2000, 12, 2021/08/23) */ I returned camper and we agreed on payment back to me and I received that check today!!! Should I update the website? I'm very pleased with resolution. They were very kind and treated me with respect and hoped I would do business with them in the future. Thanks for all your help

*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. ↩