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:05/23/2025

  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.

  Bought this RV 03/27/2025. Terrible processes. Would not disclosed the actual documents with numbers of what was being added. When requested. Was dishonest about the damage and falsely reported that everything was operational, when the slide was not. Very unorganized and dishonest company. Service **** informed me that they would make things right, asked them to set up the appointment at my closest dealer in ********, they haven't. We paid for a PDI that never happened, or the slide issue would have been fixed or disclosed to us prior to us flying down. They advertise that they will pay your expenses to come down to there dealership. Nearly two months still no reimbursement for our flights and lodging.Thee most absolute atrocious part of this whole ordeal, is we haven't been able to use our Motorhome due to Demontrond is yet to relinquish our registration funds or title, so we can register our motorhome. We have had to now cancel two vacations because of there incompetence. Our temporary registration expired 30 days after purchase. And they were made aware of this prior Based off our horrible experience and my opinion DO NOT do business with this company, particularly Demontrond RV **********. Awful business practices.

  Business Response

  Date: 05/28/2025

  Regarding the transaction, our finance manager, **** ******, has been actively communicating with Mr. **** over the past few days to facilitate a smooth process. Following established procedure, the brown Power of Attorney (POA) was mailed to ATC on May 23, 2025. Typically, *** requires approximately one to two weeks to process these documents internally before forwarding everything to the Department of Motor Vehicles (DMV). To further expedite matters, a check was mailed to Mr. **** yesterday, May 27, 2025.

  Thank you.

• Initial Complaint

  Date:05/09/2025

  Type:Sales and Advertising 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.

  We purchased an ** from Demontrond RV Spring ***** location. When time to take possession of the ** we found numerous items not taken care of. We addressed our concerns with our sales person and his manager and assured this would be taken care of. We needed to leave to return home as we had a transport company delivering the ** to our property. When the transport company arrived we soon found no one had keys to the door or storage bays. Luck be the doors were not locked, yet we can lock the ** to make secure. Also we were told by the sales manager during our final inspection that a spare tire would be installed, and upon delivery there is no spare tire. Weve made numerous calls and emails to **** ********* who is the ** and still no follow up are solution.

  Business Response

  Date: 05/13/2025

  On Saturday, May 10th, **** ********* contacted **** ****** to discuss a previous issue. We promptly assured Mr. ********* that we would overnight his keys to him, which he confirmed receiving yesterday. Further addressing the situation, we also communicated our intention to reimburse him for the cost of a spare tire for his RV. We anticipate that this reimbursement will fully resolve the matter. We appreciate Mr. ****** patience and are grateful for the chance to rectify the situation and demonstrate our commitment to customer satisfaction.

  Customer Answer

  Date: 05/19/2025

  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 emailed May 12, 2025, Mr. **** ********* ******************************************* with a statement for the replacement tire. As of today May 19, 2025 I have not had any response from Demontrond, Mr. ******************* respond with a time frame which I will receive payment of $242.71 for the replacement tire. 
  
  Regards,

  ****** Flores 

  ****************************;
  Shiner, ***** 77984
  
  
   

  
  

  Business Response

  Date: 05/22/2025

  Dear Mr. *************** email confirms that we have processed and sent a reimbursement check to you for the cost of your spare tire. We believe this resolves the matter in full.
  We sincerely apologize for any inconvenience or delay you experienced in receiving this reimbursement. We value your business and appreciate your patience.
  If you have any further questions or concerns, please do not hesitate to contact us.

   

     Ms.***** ******
     Director of Business Development
    DeMontrond RV Group
  
  

  Customer Answer

  Date: 06/09/2025

  [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.  
  
  
  
   
  

• Initial Complaint

  Date:03/22/2025

  Type:Sales and Advertising 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 was the seller to the dealership who stated they already had a buyer. The transaction was completed, our loan was paid off by the dealership (albeit late), and the dealership received the title. Some 3 months later, the dealership began requesting another POA to be signed but could not or would not provide a justification for it. Every 2 weeks or so, someone new from the dealership calls to demand I sign another POA but refuse to provide justification for it. On a couple of occasions, they mentioned the "dates were wrong" and either the Texas state DMV or ************* required different dates. I contacted the *** and Harris County Tax who stated there existed no such requirement and further confirmed that the dates on the two original POAs were acceptable.Each new call I receive, I state that all I need is a justification for an additional POA and the dealership either refuses or in unable to provide any. After several months of this, it is now considered harassment.Earlier this week, they began having their attorney continue the harassment and has now resorted to issuing threats. We have advised the matter is closed and to not contact us but they continue to ignore the request.Some research indicates that the dealership may be trying to cover for a mistake, tried to sell the vehicle before they had legal right to, or is engaging in some sort of fraud. We do not know for certain because they refuse to provide any reason for their request. It is on the advice of counsel to not sign an additional POA and to never falsify documentation as they are asking me to do.I am certain that the BBB has the ability to surface any improprieties resulting in an end to the harassment we are experiencing.

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  Please allow this message serve as my retraction of complaint ********.
  
  Thank you for your attention on the matter.

  Regards,

  
  ***** *****
  

  
  

• Initial Complaint

  Date:02/11/2025

  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.

  Purchase a new RV trailer back last august. They overcharged me for the taxes. They admit to doing it. They are not sending me my refund until they collect from some third party we have nothing to do with. It's been weeks and not hing is happening.

  Business Response

  Date: 03/11/2025

  Please see the attached a copy of the check we sent **** ***** for the tax overage. The check was for $676.73. It was sent via ***-Ex on February 22, 2025. Attached is that information as well. 

• Initial Complaint

  Date:12/03/2024

  Type:Order 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.

  On 10/03/2024 we purchased a 2024 Entegra Anthem 44D. We are Florida residents and had a 2020 Tiffin trade in. Dealer did include Florida sales tax in total payment and signed paperwork to have our Florida plate transferred from our trade in to the purchased vehicle. Dealer supplied a Texas temporary tag that expired yesterday (12/02/24). Florida DMV has not received any information from the dealership so we do not have a title or tag that would allow us to move the vehicle out of our driveway. We contacted Texas DMV and were told that they had issued a title and Texas tag for this vehicle on 10/31/24 (to a different individual with a Texas address). Despite texts and calls to numerous individuals at DeMontrond RV to get ahead this prior to the expiration date of the temp tag, we were given no information on the status. Dealer has $19,089.26 in Florida sales tax that must be remitted before a tag can be issued. We also paid $469.35 for the tag fee which far exceeds the cost of a tag transfer in FL. The dealer also postponed our original closing date of 9/29/24 due to internal issues and promised to pay our additional expenses because of the extra days. We provided them with a copy of the bill we paid for the extra days at the campground. That became another item that they would “check and get back to you” with no reimbursement or returned call. We first talked to them regarding their failure to pay off our trade on 10/23/24 and continued to try to get information about the title and plate for the purchased vehicle nine (9) times through 11/29/24 only to find out our coach had been titled and tagged to someone else on 10/31/24.

  Business Response

  Date: 12/09/2024

  This unit was brought into
  our inventory via consignment by another customer. When the unit was sold to
  Mr. Richard ***** on 10/03/2024, we paid off the previous owners’ lien to BMO
  Bank on 10/23/2024.  The title was issued
  on 10/31/2024 to the previous owner without a lien. We received the title
  without the lien and submitted the title application for Mr. ***** along with
  the sales tax required for Florida to ATC, a third party that completes out of
  state title work on our behalf. Documents were submitted initially on 12/2/2024,
  and then resubmitted after they kicked it back requesting an additional
  document on 12/5/2024. We are hoping to have Mr. ******* title and registration
  completed in the next week or two.
  

  Customer Answer

  Date: 12/11/2024

  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.  
  
  
  The issue is not resolved. The dealership had possession of the cleared title and made no effort for OVER A MONTH before submitting paperwork to their title processing company and just happened to do that submittal on the date the temporary tag they issued us expired. The dealer was aware we would be unable to travel in the unit without plates but made no effort to process our title work before the temporary tag expired. 
  Although we have responded to every request sent to us by the dealership, they have still not contacted us beyond those requests, have not responded to messages left by our lender, or made any effort to get us an extension on our temporary tag so that we could take planned trips. We are not satisfied with their response that the title transfer is being processed. We have no evidence that there is any validity in that statement. We are now approaching the fourth month without a title or permanent plates on this motorhome. We have lost money on reservations and spent hours trying to find a resolution. Because the dealership held the monies for the sales tax and would not provide us with a copy of the Florida registration paperwork, we were unable to work with the Florida DMV to transfer the tag from our prior motorhome (which we traded to the dealership).
  
  
  
  Regards,
  
  
  
  Richard ***** and Linda ******
  
   
  

  Customer Answer

  Date: 01/10/2025

  Better Business Bureau:
  
  
  
  This letter is to inform you that DeMontrond RV has carried out to my satisfaction the resolution it proposed for my complaint, filed on 12/3/2024 and assigned ID ********.
  
  
  
  Regards,

  Please See Attached

  
  

• Initial Complaint

  Date:10/18/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 25, 2024, my wife Anny ******* **** and I purchased a 2022 Thor Sequence VIN ***************** from ********** Trailers, a unit of Demontrond RV. The purchase included the trade-in of two (2) motorhomes, one of which had been purchased in June 2022 from the Demontrond Conroe facility.
  
  At the ********** dealership, we signed documents to transfer title on the two trade-ins as well as the vehicle we were purchasing. As of this date, October 18, 2024, title to the 2022 Sequence has not yet been transferred and the vehicle has not been registered in our names.
  
  Over the past 4 plus months, I have made multiple telephone and in-person inquiries. I have talked with the original salesperson, the sales manager at **********, the General Manager at ********** and the title clerk who apparently works at the Demontrond Auto Group business office. I have also been in contact with the Demontrond RV Spring Sales Manager and Finance Director.
  
  When I first asked about the permanent license plates for the vehicle around July 20th, I was informed by the sales manager at **********, Larry ******, that there was an issue with the odometer reading documented by the Texas DMV when the vehicle was received as a trade-in from a previous owner. It is my understanding that the odometer issue has been rectified, and that clear title has been issued on September 27, 2024.
  
  We have signed additional documents to correct mistakes on the documents signed at closing on May 25, 2024. Most recently we were asked to sign a revised Odometer Disclosure Statement as well as a revised Application for Texas Title and/or Registration.
  
  In addition to the title/registration issues, we have not been successful in obtaining a prorated rebate for the extended warranty purchased for the vehicle purchased in June 2022 and which was a trade-in on the purchase of the subject vehicle.
  
  We need help to get this dealership to complete the transaction for which we have done everything asked of us.

  Business Response

  Date: 11/15/2024

  We
  are familiar with Mr. and Mrs. ****** situation and have worked hard to stay in
  contact with the ****** while we rectified the title issue. 
  Unfortunately, when working with the state regarding titling, there are very
  specific requirements and signatures when rectifying a previous error.  In
  this situation, an error was made on the previous trade-in, which Mr. and Mrs.
  **** purchased. Additionally, there are often long wait times as we must rely
  on the US Postal Service, which is also time consuming. While we understand the
  ****** concerns, we are happy to report we were able to title their vehicle
  with the correct mileage on 10/21/2024.  At this time, this problem has
  been fully resolved.
  

  Customer Answer

  Date: 11/15/2024

  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.]
  
  Yes, the title and registration issue were resolved, but the matter of the prorata rebate on the extended warranty on the vehicle which was traded in has not been addressed. This has been discussed with numerous representatives of Demontrond/**********.

  
  
  Regards,
  
  Russell ****
  
  
  
   

  
  

• Initial Complaint

  Date:10/18/2024

  Type:Delivery 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.

  Sold my motorhome to DemontronRV in Texas City on September 29th, and was assured that I would receive a check within 10 days. No check or explanation has been received despite three requests for an explanation. I am owed $39,500.

  Customer Answer

  Date: 10/22/2024

  Better Business Bureau:
  
  
  
  This letter is to inform you that DeMontrond RV has carried out to my satisfaction the resolution it proposed for my complaint, filed on 10/18/2024 and assigned ID ********.
  
  
  
  Regards,
  
  
  

• Initial Complaint

  Date:09/30/2024

  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.

  Trailer was dropped off before Memorial Day weekend May 2024. 6” limb fell on back of RV. Was told by Demontrond RV it would be 4-6 weeks. Over 4 months later still getting excuses. Every week being told they lost a tech. Bunch of BS. Worst company ever. They refuse to communicate. Body shop manager and shop employees can’t get job done. FO KOT HUY FROM DEMONTROND RV

  Business Response

  Date: 10/02/2024

  This rv has been in the shop by or the described time. Due to employee turnover and delays in parts. We have a working plan in place and will have the rv repaired before the end of October. 

• Initial Complaint

  Date:09/18/2024

  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.

  On 9/23/2023, we purchased a GeoPro trailer from DeMontrond RV in Spring. Within a month, the trailer went in for warranty work on a leaky toilet with damaged pressed wood behind toilet, fix loose cabinet doors, and replace broken window handle. After another trip, we still had water leak from toilet, loose cabinet doors hinges, and heating pads coming off the holding tanks. Trailer was taken back again and the tank pads were replaced, but other repairs were delayed due to flea infestation we picked up on the last trip. After that was eliminated, trailer was taken back and we were advised toilet leak was fixed, cabinet door hinges were fixed, and the drawer glides on under-seat storage were replaced. However, swollen wood behind the toilet was not fixed, and I was told it would only take two weeks to order and come in. We took a third trip in the RV, and upon hooking up water, noticed the toilet leaking again, though it appeared to stop after a bit. The door hinges are still loose and the screw holes appear stripped. Getting call-backs from the service department is like pulling teeth. They are great at selling the RVs, but don't expect much, if any support after the purchase is completed.
  
  We now need to have the "Warranty Forever" service completed and documentation submitted by October 23rd, or the warranty, which we paid extra for to have additional coverage, becomes void. We also need the remaining warranty work to be completed PROPERLY. Unfortunately, you cannot reach a person in their service department and are just sent to voicemail, and those calls aren't returned in a timely manner, if at all. And if you call the dealership to ask for a manager, they are conveniently off or away from their desk, and again, you only get voicemail.
  
  I would simply appreciate being able to get the warranty work completed as promised, and to get the needed service check performed within the required timeframe, but I need someone from DeMontrond to call me back to schedule.

  Business Response

  Date: 10/11/2024

  Good Morning,

  I am reaching out to client now. I will make sure they are scheduled asap to come in and get warranty repairs finalized.

   

  Thank you,

• Initial Complaint

  Date:06/18/2024

  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.

  We purchased a Thor motorhome on 2/15 from DeMontrond RV in Spring, TX. Our motorhome went to the dealership on 2/27/2024. The motorhome was returned to us on 3/25/2024. We went on our first trip. We were scheduled for a month at Camp Fimfo in New Braunfels. We were only able to stay for 2 weeks. Our microwave did not work and we had no oven. We found many other issues with the motorhome. We left a message for the general manager on 4/9, 10, 11 & 12. Finally got to speak with him on 4/15. He said to schedule in the motorhome and everything would be taken care of. We took the motorhome back to the shop on 4/25. We told them we had a trip planned in June. Our motorhome is still in the shop. All of our contacts have either been fired or quit the dealership. We have also spoken with Thor. We still have no idea when our motorhome will be ready.

  Business Response

  Date: 07/15/2024

  DeMontrond RV's management have met with the customer on two occasions and discussed the repairs and delays that have had the customer concerned. The customer met directly with the location store manager, and they are working on the resolutions. At this point the repairs are proceeding forward.