Complaints

This profile includes complaints for PPL Motor Homes's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PPL Motor Homes

  10777 Southwest Fwy Houston, TX 77074-1003

  
• 

  PPL Motor Homes

  500 N Highway 287 Decatur, TX 76234

  
• 

  PPL Motorhomes

  2408 N Main St Cleburne, TX 76033-5016

  
• 

  PPL Motorhomes

  14400 S US Highway 441 Summerfield, FL 34491-3474

  
• 

  PPL Motorhomes

  5270 N IH 35 New Braunfels, TX 78130

  

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:06/09/2025

  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 purchased a 2015 Class A Motorhome on May 30, 2025 from PPL Motorhomes. We received an email from the General Manager, ****** ***** laying out all of the benefits of purchasing the $800 inspection - which we did purchase. One of those benefits included "30 nights of FREE camping with Thousand Trails! *** is one of their preferred dealers and we are offering this $545 value at no obligation to our buyers." The email is attached.Although we asked both the salesman, *****, and the account executive, ******, about the offer. ***** wasn't aware of it and ****** simply stated, 'Oh yea, we have a ** Code for that' and it would be given to us. Upon signing all paperwork, we got the ** Code (after asking twice). Although an offer for a camping pass for 'Thousand Trails' was listed, the ** Code itself had no information regarding such a pass. It did have an offer from ***, a discount, of which we are currently members among a few other items which have little to no value. That email is attached as well. The ****************** was what piqued our interest and helped us make a decision to purchase the inspection. We were unsuccessful in reaching ******, so we looked at the email for the sender - as you can see it was the General Manager, ****** *****. We reached out to ******. ***** stated he checked with management above him and they 'no longer partner with Thousand Trails and they only offer what is on the ** Code'.

  Business Response

  Date: 06/12/2025

  Thank you for taking the time to share your feedback about your experience with us at PPL Motorhomes.  We truly value your input, and we want to address your concerns as comprehensively as possible. 
  First and foremost, we apologize for any inconvenience or frustration you have encountered during your journey with us!
  We have discontinued our relationship with Thousand Trails, and we have no way to reinstate it for one customer. The free ****** pass was offered for quite some time to our customers as a perk for purchasing a used RV from us. It was never offered as a perk for getting an inspection done on the unit you were purchasing. The inspection is to ensure the major items are working as designed, which we also demonstrated to you during your closing consultation prior to signing any documentation. 
  We do offer several other perks for our customers, and it was an oversite on our part that the Thousand Trail Pass was still listed on the email you received. We have explained several times that the email was sent in error. Again, we greatly apologize for any frustration this has caused. 
  At PPL Motorhomes, our goal is to provide exceptional service and support throughout your RV ownership experience. We are committed to ensuring that your RV is in the best possible condition. This is the main purpose of doing our inspection. 
  If you have any further concerns or questions, please don't hesitate to contact me directly at *************************************** satisfaction is of the utmost importance to us, and we are determined to regain your trust. 
  Thank you for bringing this issue to our attention. We hope that you will give us another chance to exceed your expectations in the future. 
  We respectfully decline your request for a refund for the $545 value amount for the 30 nights of Free Camping with Thousand Trails. 

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Of course, we realize that this is/was a perk and not attached to our decision to get the maintenance plan HOWEVER, $799 is a LOT for an inspection and when my husband and I were discussing the exorbitant cost of the inspection, the nearly $600 in savings for the next month's trips was DEFINATELY taken into account.  Campgrounds cost - even KOA's.  We planned to go camping for 2 weeks in June and another 8 days in July.  That $800 for an inspection would have covered most of that cost, BUT we were DEPENDING on the 30 free days.  So, you see - what you decided was a 'perk' WAS the ONLY reason we went with your overpriced inspection.  

  I do believe your 'error' was misrepresentation of a 'perk' and misleading to the buyer as well as false advertisement. 

   I believe we are entitled to compensation.

  
  **** and **** ******
  
  
   

  
  

  Business Response

  Date: 06/20/2025

  Mr. and **** ******, 

    I am following up to ensure that the issue you experienced has been fully resolved. I understand that you spoke with our General Manager, ****** ***** and he explained the confusion among our team. Apparently we are still contracted with Thousand Trails, and he did send you the information in order to get enrolled. 

  We sincerely apologize for any frustration this must have caused you. We are truly sorry for the inconvenience. This is not the experience we aim to provide. 

  Thank you for your understanding as we worked to resolve this. We truly appreciate your patience. 

   

  Should you have any further questions or concerns, please don't hesitate to reach out. 

   

  Best Regards, 

  ***** *******, Customer Relations Manager **********************. 

  ************************************************************  or *********************

• Initial Complaint

  Date:05/20/2025

  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.

  Company appears to be attempting a bait and switch. The online price has been shown for several days with a note saying price is valid until 5/24/25. I have confirmation from their website stating I ordered the refrigerator. Multiple texts and email have gone unanswered. I finally called and extremely rude and unprofessional employee answered the phone who stated they had received my messages and chose not to respond because the online price isnt actually the price they sell them for.

  Business Response

  Date: 05/20/2025

  Dear ******, Thank you so much for taking the time to leave us your review. We apologize that our service did not satisfy your expectations. Please know that PPL Motorhomes would certainly not be in business for over 50 years if we were scamming our customers. The refrigerator you ordered online, was unfortunately marked as the incorrect sales price on our website. We apologize for the error, please know we can not sell a $2400 refrigerator for $500. I believe we communicated to you that, "we could not get you that fridge at that price, sorry you placed the online order, if there was a hold on your card it will be released by your bank."Again, we apologize for any inconvenience and frustration this may have caused. Our customers happiness is always our highest priority. Thank you for your understanding.

  Customer Answer

  Date: 05/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I understand the company has stated that there was a pricing error. However, the concern is that this error was only acknowledged after I followed up with a phone call, as previous messages and emails went unanswered. Additionally, there was a significant delay in updating the price even after the issue had been identified, which raises concerns about whether this may have been an intentional tactic to drive traffic to the site. Furthermore, the representative spoke was discourteous and did not offer any solution to address the companys mistake.
  
  
  
  Regards,
  
  ******
   
  

  Business Response

  Date: 05/28/2025

  We are very sorry for the trouble with your online order, and I do agree that it took too long for this issue to be resolved on our website. However, we do have records showing that you sent a text to our Cleburne location on Monday, 5/19/2025 regarding your online order that was placed on Sunday, 5/18/2025.That was then relayed to our main office in *******, where all the calls and online orders are processed.? 
  We do not engage in "bait and switch" tactics. We only have one person in our parts department now answering calls, responding to texts, as well as processing all online orders and purchasing parts for all our locations. Not an excuse, just a reason for the delay in responding. Our parts person is not authorized to make any price adjustments. This was sent to our IT administrator and to our director of parts to be corrected on the website.? 
  This was a human mistake in the pricing on our website. We do apologize for the inconvenience. Please understand we cannot honor the price for a refrigerator that we do not carry in stock, we would have to order, and sells for $2300.00.? ?I apologize for taking so long to correct the pricing on our website. Unfortunately, mistakes do occasionally happen, and we will try to do better in the future. 
  Ms. ********* has been with us for a long time and is very professional at all times with our customers. She did not say "she chose to not respond because the online price was not actually the price, we sell them for." She knew right away it was not correct, as she does all our purchasing for our six locations. She did, however, say "that was unfortunately a mistake on our website, and we cannot honor the price of $500.00.? She did say the order would be cancelled, and the monies credited back to your card. " 
  Thank you for your feedback. We apologize for any frustrations you experience with us at PPL Motorhomes. This is not our usual standard. We appreciate your understanding.? 

   

• Initial Complaint

  Date:04/20/2025

  Type:Customer Service 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 sold my RV through PPL on 20 March and here it is 31 days later and I still do not posses the proceeds from the sell of my property even though it has been given to the buyer. I need the BBB to reach out to this "institution" and to let them know a law suit it just days away if my money isn't in my account immediately.

  Business Response

  Date: 04/23/2025

  Thank you for taking the time to share your feedback about your experience with us at PPL Motorhomes. We apologize for any inconvenience or frustrations you have encountered during your journey with us. 

  "We received the title on the 18th  of April . As you know we dont send out funds until the title is received and we also let the seller know that multiple time and sent him the contract that he signed stating that fact."
  
  "We need two people from accounting to sign off on the accounts payable before sending out payables and for one reason or another ****** and ***** were off until today.  We have tried to communicate as much as we could to Mr. ******* but he doesnt seem to want to understand no matter how we explain to him."
  
  I am including an attachment that you initialed stating we do not release funds until when have received the title from the lender. We do apologize for the delay, and your $4227.65 was sent ACH on 4/22/2024.

  We appreciate your business with PPL Motorhomes. 

   

   

• Initial Complaint

  Date:04/04/2025

  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.

  A copy of the inspection. We payed for an inspection and cleaning and I don't believe they did ether one. The owners pay them for the samthing to get them to sale it for them, so they don't lose any money they make money off us again. We never had a fifth wheel so when we got home we called to have inspection of our own the *** said what did they inspect I said I don't know he said he didn't what to charge us for something they inspected I went to get the paper work and there was no copy. I called them several times over a two weeks they kept saying they would send it never got it finally after a few times I got to talk to ****** manager he don't have a copy but he could send what was done over a week still to these day nothing and we payed for a cleaning never done I worked for 2 hours just cleaning the scum off bathroom! never got a copy that was done! I know they have excuse for everything they are good at that! They are going to cause someone to have accident and get sued because of there BS. I thank they should return 1200 for something they can't prove they did! We went back to them because they tryed to sale us one that our truck could not pull they don't know the wight on there thangs loaded or empty but they returned our 1200 we thought that was pretty honest of them so we didn't believe what people had said about them. We were wrong!

  Business Response

  Date: 04/21/2025

  First and foremost, we apologize for any inconvenience or frustrations you've encountered during your journey with us. We truly value your input , and we want to address your concerns as comprehensively as possible. I am including a copy of what was found and repaired by the seller during the inspection. As far as the cleaning, we wish you would have mentioned the cleaning concerns at the time we performed your walk-thru. We would have been more than happy to re-do the cleaning, or refunded the amount for the cleaning. We try our very best to be a transparent as possible, an example of which the first unit you were interested in and it was discovered your truck could not pull the weight, we refunded your monies. Three weeks later you came back to purchase this unit. 

  Please know our goal at PPL Motorhomes is to provide exceptional service and support throughout your RV ownership experience. I hope this record of what was inspected and repaired at the cost of the seller satisfies your concerns. 

   

  Sincerely, 

  ***** *******

  Customer Relations Manager 

   

  (Will send attachment separately to the BBB in case there are any issues opening the attachment.) 

  Customer Answer

  Date: 04/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  We talked to ***** and he said they could not find the inspection that they did on ours so he sent a rubber stamped one that covers all rv it does not cover ours. And as far as a cleaning goes, why would I drive 2 hours there and 2 hours back for you to clean? I have already did it! and we thought all that walk through thang was a courtesy thang. So what you are saying we could have walked away from the deal and lost that money we have put down for a deposit?, we already sign everthing by then when we got these paper to sine I said something to him about the charge and all he said I sorry that is part of the deal. So by the time we got home the next day and got ele and thought it I thought who cleaned these! I have been a housekeeper for years and was supervisor and these was disgusting. I don't know how to send you anything or what u mean! Just give use a refund on the walk through and cleaning and the inspection that was never done because they said they can't find it and there is no proof that one was done. 
  
   
  

  Business Response

  Date: 04/23/2025

  Mr. and **** ******, 

   We did perform an inspection, for which I have included a list of items we found needing attention, that the seller did have repaired. It appears you closed on this unit 2/21/2025. As we mentioned previously during the walk thru of the unit, had you mentioned you did not feel the cleaning was up to your standards, we would have been more than happy to address it right then. We could have either had the unit re-cleaned, or refunded your monies for the cleaning. 

  Two months later unfortunately, we can take no responsibility for the cleaning issue. 

  Rest assured, PPL Motorhomes has been in business for 53 Years. We take great pride in the services we perform. The inspection was performed, see the previous attachment on what was found to be an issue, and was repaired at the seller's cost. And the cleaning is not a "detailing", however it you would have mentioned it at the time of your walk thru we would have done whatever we could to accommodate you at that time. 

  PPL Motorhomes greatly appreciate your business, we do however declined your request for a refund on these items. 

  Best regards, 

  Customer Answer

  Date: 04/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  I am not happy with what the business said. These businesses has gotten a lot of complaints about how they work. And we have never doubt with a business like these people. I will have to seek other options. Thank you BBB 
  
   
  

• Initial Complaint

  Date:11/07/2024

  Type:Billing 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.

  They charged us for services they did not provide. They told us we were getting a *** type service complimentary, then charged us $3600. No copies of our signed documents.

  Business Response

  Date: 11/08/2024

  I know you spoke with our Business Manager, Wes ***** in our Cleburne location today regarding your purchase with us on 5/1/2024. We are including documentation showing what services you wanted and were charged for. 

   $92,924.67 IS THE AMOUNT HE FINANCED. HE PURCHASED $13,000 IN EXTENDED WARRANTIES. I ALWAYS GIVE ALL CUSTOMER COPIES OF COMPLETE WARRANTY CONTRACTS AS WELL AS BANK CONTRACT AND BUYERS ORDERS. I PUT COPIES IN FRONT OF THE CUSTOMERS ALONG WITH ANY KEYS AND A COPY OF THE TEMP TAG REGISTRATION IN THE WHITE IMPORTANT DOCUMENT FOLDERS.

  They just called up here and asked about their warranties and they definitely have copies of everything. As they now want to cancel the roadside and tire wheel as they get those products already from good Sams as they are members. They were very nice. They are wanting to re-finance their RV loan and that's what is bringing all this up now. We did not charge $3600 for an *** service, please see attached documents. Signed documents were provided. 

  Thank you for reaching out, please let us know if you have any further questions or concerns. 

  Best Regards, 

  Customer Answer

  Date: 11/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:10/24/2024

  Type:Billing 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.

  Oct 5 and Oct 24, 2024 Unathorized charge to my Credit Card Billed for make ready on an RV, and work was done poorly Left the business without trailer lights and trailer brakes properely hooked up.

  Business Response

  Date: 10/28/2024

  Good afternoon, *** ****, 

  Please see the attachments for the Credit Card charges that you authorized and signed. One was for the Pre-delivery inspection and the other for the ******* money. We have provided this information for you previously as well, when you spoke with our General Manager in our ************* location. 

  I hope this is the information you need to show these were not unauthorized charges to your Credit Card. 

   

  We thank you for your business, and hope you enjoy your Heritage Casita travel trailer. 

   

• Initial Complaint

  Date:09/18/2024

  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.

  I took my vehicle to *** to have warranty work so good *** I have an extended warranty with them. My air conditioners quit working now. I got a $5300 bill *** I havent got a new bill with the adjustment. Im waiting on this lady named ***** and she wants to settle up, but I havent found out exactly what they have done to warrant this big of a bill no details of why the bill is so high so I hope you can help me with this. Thank you. She states she would settle for $4480.59. I think thats a little high for two air conditioners, but I havent got a new statement from her as to what really went on if you could help me in this area would be

  Customer Answer

  Date: 09/18/2024

  Better Business Bureau:
  
  This letter is to inform you that PPL Motor Homes has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/18/2024 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  Date:09/16/2024

  Type:Billing 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 I went to PPL I was assigned to Paul *****. He is a charming salesman, but ultimately dishonest. I was prepared to pay cash for the 2018 Airstream. Paul gave me a persuasive pitch about helping his family by financing a portion of the price for six months. He did tell me that he and PPL would receive a finder’s fee and that I could pay the balance off after six months. Oh, he forgot to mention that the interest rate would be 12.9%.
  
  Next came the pitch for insurance. I initially said no. Paul told me that for $1000 everything on this used motorhome would be covered for 12 months. During his pitch he took a “call’ from a recent buyer. His side of the call went like this: “I am sorry that you are having a problem. When I offered you the insurance you declined. Unfortunately you are on your own.” Hearing only Paul’s side of the ‘call’, I reconsidered and said yes.
  
  I found to my dismay that no such one year policy even exists. The policy Paul sold me costs $10,000 for 3 years. It does not cover ‘as is’ problems on a used motorhome. I discovered this after my first trip. I brought the RV back to PPL with multiple problems. The insurance covered $229 on a $1500 bill. I wonder what Paul’s commission was.
  
  When I discovered that I was paying $10,000 for insurance, I tried without success to get in touch with Paul. He did not return my calls. Finally I went to PPL and asked to talk to the General Manager. Geno ********** is also charming. As I told my sad story he listened carefully and even took notes. He promised to have the insurance charge removed from my balance at ******* ****** Credit Union. That was in July. In August I made another long trip to PPL to see Geno. He reassured me the charge was in the process of being removed. “Please give it another few weeks.” It is still on my loan balance.
  
  The 6 months required to earn PPL their finder’s fee is now up. I don’t find that coincidental. I am an 80 year old senior citizen

  Business Response

  Date: 09/18/2024

  Good morning, Nancy, 
  
  
   I hope this email finds you well. I would like to express my sincerest apologies for not meeting your requests for the cancellation of your extended warranty.  I did speak with Albert ******, our business manager who sold you the warranty.
  
  
  This was his response; " I do know that she was a very pleasant lady at the time of closing, and she was very aware of her warranty coverage, but I’m also surprised that she had several issues that this warranty couldn’t cover.  She purchased a Protector 1 warranty, and I made sure to upgrade it to cover her diesel components as well.  I don’t know, nor ever discuss, about a $1000 warranty that is good for 12 months so I’m not sure where that came from.  I always staple my business card to the folder that has all their warranty coverage copies and always tell them to call me first if they have any issues or need assistance in filing a claim for their warranty."
  
  
  Nevertheless, you made two long trips to come in personally and speak with our General Manager, Geo ********** about cancelling the warranty.  Unfortunately, it does appear that this was not taken care of.
  
  
  Could you please provide me with the current Mileage on the odometer? We need that to get this cancelled for you. Once I have this information, I will provide you with documentation of the cancellation.
  
  
  
  
  On behalf of PPL Motorhomes, I apologize for the inconvenience and frustration you have met during your journey with us. Your experience fell short of our usual standards, and for that, we are terribly sorry.  I greatly appreciate you're bringing these issues to our attention, and we hope you will give us another opportunity to exceed your expectations in the future.
  
  
  I look forward to getting the current Mileage on the Airstream Van Conversion so we can get this taken care of right away for you. 
  
  
  Respectfully, 
  
  
  Paige 
  
  
  Paige ******* *******
  Customer Relations Manager, PPL Motor Homes 

  9/18/2024

  Nancy, I sent an email this morning and thought I would send you a text as well. I am responding to your BBB complaint and your requests for extended warranty cancellation.
  
  I see where you made two long trips to come in personally and speak with our General Manager, about cancelling the warranty, in July and August. Unfortunately, it does appear that this was not taken care of.
  
  Could you please provide me with the current Mileage on the odometer? Once I have this information, I will provide you with documentation of the cancellation.
  
  On behalf of PPL Motorhomes, I apologize for the inconvenience and frustration you have met during your journey with us. Your experience fell short of our usual standards, and for that, we are terribly sorry. I greatly appreciate you're bringing these issues to our attention, and we hope you will give us another opportunity to exceed your expectations in the future.
  
  Respectfully,
  
  - Paige Barrett, Customer Relations Manager, PPL Motor Homes

   

   

   

   

• Initial Complaint

  Date:03/17/2024

  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 took my Rv to PPL in Elreno ,Oklahoma for consignment to sell and I winded up owing $1k and missing stuff from my Rv. Dropped my Rv off everything went ok I get told that if I want them to clean my Rv or spray the outside when it gets dusty or dirty I would have to pay $500 or come up there every week and wash it myself. Then I get a call that someone was looking at it so they unwinerized they did not buy because they found one cheaper somewhere else, then called me a week later saying I would need to pay to have it winterized again and now there are things wrong that they need to fix my Rv was 100% working and in great shape. They then charged me for a full tank of fuel and only put 1/2 tank in. To top it all off when they finally let me come pick it up I am missing my $500 electrical surge protector and adapter. They said they threw it away and would not replace it. Overall I wish I would’ve NEVER taken it there and are very shady.

  Business Response

  Date: 03/19/2024

  Matt, thank you for taking the time to share your feedback about your experience with us at PPL Motorhomes in El Reno. We truly value your input, and want to address your concerns as comprehensively as possible. *We do offer a continuous cleaning, that is totally optional. *It would appear we had a potential buyer coming to do a test drive, unfortunately we could not do that without adding fuel to your 2016 Motorhome. (Fuel tank fill.) * The potential buyer opted for a pre-delivery inspection . In order to perform the inspection, the unit had to be de-winterized. Several issues were found; 1. Missing Fire Extinguisher.2. Sink sprayer was broken and leaking. 3. Water Pump was not working. 4. Monitor panel for the tanks , wires were installed backwards. 5. Most of the sealants on the roof were cracked and separating, needing resealing. You opted to not repair any of these items, which of course is totally up to you. It also appears we had three potential buyers, which declined due to "priced too high." We tried many times to contact you to discuss updating the price, and you were unresponsive. Regarding the Surge protector, these are items we can not sell with the unit due to liability issues. We specifically state any and all items left in the unit will be disposed of due to the fact we can not resell or be responsible for. First and foremost, we apologize for any frustration you've encountered during your journey with us. We are sorry you decided to Unlist your unit with us. PPL Motorhomes goes to great lengths to ensure transparency and integrity. When a buyer chooses to purchase an inspection of a vehicle that they have shown interest in purchasing, PPL does provide our service personal a detailed checklist to follow. If we find any of the 19 Major Appliances/Safety items are not in working order, as a courtesy, the PPL Service Department contacts the Seller to advise and provide a cost to repair the components that are not working. The seller can agree to make repairs-or choose to sell the unit in its current condition. At this time, PPL feels we have honored all aspects of the listing process. We respectfully disagree with your accusation of PPL being "Shady". We would not have been in business for over 50 years without integrity.

  I will send documents in a separate attachment to BBB email. 

  Thank you again. 

  Customer Answer

  Date: 03/20/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  All personnel items were removed and asked the sale person if I should leave the surge protector and adapter since it was hooked in line with the generator and electrical cord then when picking up was not plugged in anymore there was no reason to remove it.
  

  The buyer did not back out do to not fixing anything they backed out because price I have voice messages that say the exact same thing from ppl employee. The things that were said to need fixing was way overpriced and not needed. And one problem was also caused by them.  The cost to keep re winterizing every time some wants to look at it would be astronomical. The buyer inspection should also cover the cost to re winterize the Rv. 

  I was told several times again by your employees that the Rv was filled up but when I got it it was half full and my tank is 70 gallons it would be way higher then half a tank. 
  

  I brought my Rv to consign where the dealership would have made over $5k on my deal but instead I wind up owing almost $1k. 

   

  
  

  Business Response

  Date: 03/29/2024

  Good Afternoon, 
  
  I have attached the following documents regarding Personal effects and Fuel. The seller is told upon listing all personal effects will be removed from the vehicle and a documented signature is signed with the seller's understanding. We do not keep surge protectors due to the fact they may be faulty and could cause an electrical fire or if it is damaged/stolen by customers. Seller was reminded of this before they left. 
  
  As for the fuel we only refuel the vehicle halfway for test drives and to test safety features if the fuel falls below 1/4 of a tank. The seller has an understanding of this before the unit is fully listed. The unit was refueled for WO I160 for the buyers he had prior to unlisting is refueled for a test drive. Please see the attached WO'S. Please note that the WO copy I provide will not be signed as I have the other document authorizing refueling in advance. 
  
  Please let me know if there is anything else I can do. I have reminded the seller of these items come to the time he unlisted. Looking at my notes in the Seller Program he did call in about the surge protector and that he was reminded again I do not keep these items and that he understood. I have attached a screenshot so you may refer to it as needed. 

  I do apologize but in light of the documentation attached that was presented to you and you signed, we will not be able to offer your request of the $1000 refund. 

  Respectfully, 

  PPL Motorhomes 

  Customer Answer

  Date: 04/25/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  
  
   Hi. No this is not resolved. I never got a email that they had responded after their first response. I would like to keep the complaint open. 
  
  

  Business Response

  Date: 04/26/2024

  Matt, I am assuming you are saying you never received an email from BBB that we had responded?  You should be able to see the full record of communication. Please refer to our response from 4/2/2024. This includes the documentation you signed mentioning our policy of not leaving any items in the RV listed for sale. My records from the BBB show, that on 4/17/2024, this complaint was closed due to no response from you, then on 4/19/2024 they sent you another correspondence to complete regarding the case being closed. 

  We have provided multiple documents that you signed off on, stating you were aware we are not responsible for items left in units listed for sale. I apologize for your frustrations through this process; however, we again respectfully decline your request for the $1000 refund. 

  Sincerely, 

  Customer Answer

  Date: 05/06/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  PPL took stuff out of my RV that was not personal items they were items that were either attached to something in the Rv or it replaced something in side the Rv. The electrical surge protector was plugged inline with the electrical cable if that was a personal item or something that can not be sold with the Rv then the 50’ electric cable would have also been that as it was replaced and was not the original cable. The stainless trash can with auto lid that was put in there to replace the non usable one from the factory should not have been taken out. We replaced the couch with duel recliners so if your crazy thing about everything is a personal item those would have been removed also. You service department or whatever goes through the Rv are stealing items and you are blaming it on some stupid thing that you say is a personal item. The fee that was charged to the potential buyer to check the Rv should not go to the dealership and should go to the cost of re winterizing of the Rv as it was winterized before it was dropped off. The scam is y’all are all good to take over $5k of the sale but then still want to try and screw over the seller. I gave no permission for my Rv to be un winterized if I was to be charged to me again. Not only am I filling this with the BBB. But I am reaching out to local news outlets as this seems to be a normal procedure of your company and you have done this to others I have been in contact with. 
  
   
  

  Business Response

  Date: 05/09/2024

  Regards, 

   It would seem we have been dealing with this for 2 months now. We have provided all of the documentation that you were aware of and signed. We have detailed notes in our system showing we did our best to sell your unit.   Please see below: 

  10/30/2023 01:15pm, Seller is pretty far upside down on their lien and acknowledges he will need to come to the table. If needed in the future, he is willing to listen to any offers. He's owned this unit since Feb, and he just can't use it. He's so busy that he hasn't used it any more than twice. Minor body damage at rear corner, scratches and scrapes, the tires are 7 years old minus one (seller doesn't know why), took out couch for 2 recliners. For the most part seller might not be willing to do work orders, Otherwise, bring offers.

  12/05/2023 11:52am, Automatic Notes Earnest Money Contract failed.  Reason: PR - COULD NOT AGREE ON PRICE - DID RESEARCH THINKS WERE TOO HIGH GOING TO SWITCH UNITS.

  
  01/09/2024 10:33am, Cody let me know there is an offer out on his unit for 48k. I did give the seller a call, but he was not available. I did leave a voicemail for him.
  
  01/15/2024 03:47pm, Automatic Notes: Email Update (contents below) sent to, Business Department, 
  Team,
  
  I've been having difficulties getting a call back from Mr. ******* regarding the outstanding balance of $235.19 for the winterization service. I have left messages on 01/09, 01/11, 01/12 as well as followed up with him today. I have also followed up via Kenect each day as well. 
  
  I could use some help getting in touch with this customer regarding his outstanding balance. 

  01/16/2024 03:04pm, Called SELLER TO UPDATE PRICES, SELLER HAS BEEN UNRESPONSIVE UP TO THIS POINT!! LEFT V/M TO FOLLOW UP WITH US!!

  01/26/2024 05:12pm, Automatic Notes: Earnest Money Contract activated.  Negotiating on Price. Customer:
  
  01/26/2024 05:42pm, Automatic Notes: Vehicle is now in Pending status.  Price is $54,995 Customer: 
  01/26/2024 06:12pm, Automatic Notes Earnest Money Contract failed.  Reason: FN - BUYER COULD NOT GET FINANCING. 

  01/27/2024 10:29am: AH showed liked it but could not get financing
  
  01/29/2024 02:05pm, Automatic Notes Current Sale 02/01-02/10: Sale Price was changed from 0 to 54995
  
  01/29/2024 02:05pm: Called seller to update prices, seller was n/a. I will follow up in a few days
  
  01/29/2024 03:53pm, AH showed - thought it was priced too high
  
  01/29/2024 03:58pm, AH showed - out of their price range -
  
  01/31/2024 01:12pm, Automatic Notes: Unlist was scheduled.

  01/31/2024 01:15pm, Madison House:  Talked to owner of vehicle: Seller called in and said he would like to unlist his unit. He said he was disappointed he came in with a winterized unit and after the deal he had pending failed, the unit was unwinterized for the test and wasn't covered by the earnest money. Thus, the seller had to pay for another winterization. Plus, the seller felt nickel and dimed on everything else. I apologized for his frustration and told him if he would like to try and have his unit on a special while we had another week left with his unit, then I would recommend it. Seller said he's dropped the price as far as he could, and he would rather let it rot before dropping the price again. I did remind the seller of the 15 days' notice and the seller expressed to me that he has been trying to get in contact with me earlier and that if we waited two weeks, he would be out of town. I decided it would be best to unlist him prior to the 15-day agreement so that he can be accommodated by his work schedule and that he has a due balance of 900.07 for all work orders and detailing.

  02/19/2024 03:06pm, Madison House:  Talked to owner of vehicle: Seller called in wanting to know what happened to his surge protector. I explained to the seller any and all personal effects left in the unit will be donated or discarded. The seller was upset because it was attached to the electrical cord itself and that we still used the power cord itself and nothing went Arry. I did explain to the seller is a risk we do not run in case my buyers get hurt. Seller was disappointed but understood.

  Mr. *******, I have spoken with our General Manager at our El Reno location, and our appraiser that you worked with. They state the surge protecter is an add on. It does not come factory with one and we throw them away if left. You signed a form that everyone is given letting you know that we will throw those things away. We do a really good job of explaining this (I listen in on this process often). It would appear we showed your unit several times, but it did not sell due to most everyone saying they thought it to be not in their price range. As you can see, we tried many times to get in touch with you unsuccessfully. 

  Again, I am sorry we cannot come to an agreement in this matter. 

• Initial Complaint

  Date:12/23/2023

  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.

  Purchased a travel trailer on September 8th from the Cleburne location. Got the extended warranty for an additional $2000 with the option of cancellation within 30 days fully refundable. Canceled the warranty on October 6th. Was told the check would be mailed to *** later that day. Called *** the next week but no check received. Spoke to PPL the following week and was assured refund was sent. Called *** the following week and still no refund. Called PPL again and requested proof of refund being sent. Was given a screen shot of ***** tracking that was sent November 21st. Called *** the following week and was told check was returned due to no loan number attached to it. Called PPL again and was told a new check was sent out with the loan # I gave them. Again spoke to *** and again no check. Spoke to PPL again and was given another screen shot of another ***** tracking # that was sent on December 20th. *** still has not received refund. Which was canceled in early October.

  Business Response

  Date: 12/27/2023

  Hi, we're so sorry your refund has taken so long. I've reached out to the General Manager at PPL Cleburne to see why the refund check has taken so long to get back to you. I hope to have an answer or at the very least an update, before the end of the week to you. We apologize for your frustrations and hope to resolve this as quickly as possible. We thank you for your patience. Have a great afternoon!

  Customer Answer

  Date: 01/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.