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:05/20/2024

  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.

  So let me start by saying this was supposed to have been the start to a new journey for my fiance and myself into full timers, we were so very excited for this and studied on it for a couple years before we made the decision to do this. We purchased a brand new 2023 Hampton 380rks in August 2023. Dealer offers a 1 year warranty keystone has a 3 year warranty and we wanted to feel protected in our new purchase so we also purchased the 7 year extended warranty as well. We paid for delivery and had the camper 2 days after purchase. This unfortunately is where things start going down hill. The camper arrived at our lot and upon hooking the unit up to power and water we immediately noticed water coming from underneath our kitchen sink. I take a look and found the fittings were loose and tightened them back up no big deal. We'll later that evening as we're getting settled in to the camper we decided to try the shower. Once in the shower we realized it to was also leaking around the frame of the door. So less than 24 hours we have had 2 water leaks. In less than 24 hours I have called the dealership to see about getting these issues taken care of. Which at first they were willing to help and fix the issues. Mobile repair tech comes out issues taken care of all is well. Now a week has gone by and it's time to drain and flush the black tank. I go to do so to only find out that the black tank flush doesn't work at all. Now remind you they have a pre check list they supposedly did before delivery which includes hooking water to unit to make sure all is working right. Obviously they did no such thing or they would've have found the leaks before delivery and found out that the CHECK VALVE for the black tank flush was install backwards. I again reach out to them again and ***** the service advisor acknowledged this is a reoccurring problem from the factory they have seen many times before. So they knew it could be a potential problem and still didn't check it before delivery. So again less than a week of having the camper I have called to make another warranty claim. They came out and fixed it and problem solved. Fast forward to a week ago we now have a sliding glass door that is leaking water around the frame excessively. Now black tank flush system started leaking again as well behind the access panel in our unit. The dealership is now not wanting to cover the problems or damage to the unit that is still less than 1 year old. We haven't had it for a year and have had nothing but a horrible experience. Hopefully once we're able to take up our claims with the extended warranty this process will go smoother. I definitely don't recommend this dealership it has been nothing but a nightmare from the start! THE CAMPER ISNT EVEN A YEAR OLD YET!!! Any one that wants more pictures of our conversations and damage to our unit feel free to msg before purchasing from this place. I have a whole folder to share

  Business Response

  Date: 05/31/2024

  We did not sell a Camper to the person who submitted this complaint. From our understanding the mother of the fiance to the person who wrote this complaint is the owner of this Camper. We have no information on any contractual arrangements between the person who sold the camper and the person writing this complaint. 

  We are an authorized dealer who sells campers on behalf of the Manufacturer. In this case we sold a new camper. All new campers are sold with a 1 year manufacturers warranty. As a dealer we offer NO WARRANTY as it is covered under the Manufacturers Warranty covered in our dealership agreement with the Manufacturer. Our client signed a form stating the following "ALL WARRANTY REPAIRS MUST BE COMPLETED ON RECREATION USA LLCS PREMISES. UNDER THE ***** OF OUR DEALERSHIP AGREEMENTS WITH OUR MANUFACTURERS, WE ARE PROHIBITED FROM COMPLETING ANY WARRANTY REPAIRS OFF SITE OR AT 3RD PARTY LOCATIONS." when they purchased their camper. 

  The terms of the Manufacturers Warranty are available on the Manufacturer's Website. 

  Prior to the sale, and within in 48 hours of the client arriving to pick their camper up, and during the final sales process we stage all campers, hooking up water and power to the camper and then demonstrate and educate the client on all operations of the camper. This includes but is not limited to operating all appliances, running faucets, showers and toilets. So we effectively test the camper 3 times before it is delivered to the client. The client also signs a form stating that they are satisfied with their walk through and  understand how to operate the camper, and set up the camper. 

  The campers that we sell are not designed to be lived in on a full time basis, and the Manufacturer has a disclaimer in their Warranty Documentation that declares this. 

  We are happy for our client to return the camper so as we can address all issues that he has that would fall under a warranty claim. The client also has the option of taking their camper to any other dealer to have their warranty claims satisfied. 

  Having stated this we did as a measure of good faith, dispatch a mobile warranty service technician to assist our client at our expense which we never recovered form the Manufacturer. We spent $1184.21 in delivering this service. 

  As for the specific problems, we can not diagnose these from afar, we need to see the camper. However all Camping people know to check all plumbing for leaks after they transport their camper. Plumbing fittings vibrate and do become loose during transportation. 

  We are a highly respected dealership selling over 1000 campers in any given year. 

   

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21726139
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/26/2023

  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.

  Sold 2022 5th wheel without disclosing it was as is and certifying that they went through it and everything worked. They did not disclose a material defect that the half bath was not working and had a major leak. They knew we were ***** miles away and relied upon their advertising and sales assurance that the unit was in good working condition. They lied. When they delivered the unit within two days we found several leaks and ******************* the bottom. I informed them. The manager ******* said that I drilled the holes. After a week or two the agreed to send a repair service to examine and provide them a repair estimate. That repair service failed to provide a repair estimate and the sent another repair service. That service provided an estimate and ******* refused to repair the unit. Deceptive advertising and predatory sales to a disabled veteran who was ***** miles away. This unit is a 2022 and was never titled so why they wont make it right? It has been 30 days and now its time to hold them accountable. They never once told me the unit was as is or there were any material defects.

• Initial Complaint

  Date:01/24/2023

  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.

  I paid cash for a 2022 new camper. I turned on the water and every sink leaked, the water heater leaked, and the shower leaked. The shower was not even seals along the seams. Water got everywhere. We called the store. They first claimed that could not have happened. After some discussion, they agreed that they would come to our site and make the repairs. They didn't show up. I called them the following business day and they finally said they did check the plumbing. Said they would take care of it. I have not heard back since. This was the ************ location located on 544. I called the longs location and spoke with ***** the service manager. He promised to get **** to contact me with the plan for repairs. Still have not heard a word. I have never seen such poor service. Not answering their phones, avoiding their customer. I paid cash in full. This was all I had.

  Customer Answer

  Date: 02/06/2023

  Business resolved my issue and complaint