ComplaintsforCraig Smith RV Center

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our salesman at Craig Smith RV was great. We have had the camper for less than two months and have had 3 problems. The electric cord was faulty and was replaced and covered under the insurance that we bought. The hot water tank was not working properly and after a lengthy discussion was repaired by the dealer. The camper has 3 slides and only one is working properly. Two slideouts will not retract as they should. Craig Smith is saying that it is our responsibility. We will have to find someone to come and diagnose the problem. If it is a “failure” it will be covered under the warranty that we purchased. If it is an adjustment problem we will be responsible for the cost. Less than 60 days since purchase and they are done…they have their money.

  Business response

  10/09/2023

  I'm sorry you've had issues with this camper. We tried to help you get the first two resolved fast and I believe we did. When we said it is your responsibility, we are referring specifically to getting the problem diagnosed. We are hopeful that your warranty will cover it.  We also offered to come diagnose it offsite (which we typically do not do), but you didn't want to pay. Please let us know what the mobile repair find and we can go from there. We are by no means trying to wash our hands of this. We want you to be happy. 

  Customer response

  10/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: I agree that the first two issues were resolved.  It is correct that we do not want to pay for the issue with the slideouts to be resolved.  The camper was delivered to me on August 22, 2023 but couldn’t be used until the 23rd due to the hot water tank issue.  The slideouts were opened then when the camper was delivered by Craig Smith repairman.  When we tried to close them on October 8, 2023 two of the 3 slideouts malfunctioned.  We had never tried to retract them between the time the repairman opened them and when we closed them on October 8th.  I have to believe there was an issue with them when we bought the camper and think it would be fair for Craig Smith RV to repair the problem at no charge.
  
  Sincerely,
  
  ***** *******

  Business response

  10/10/2023

  As I said in the previous response, please let us know what the mobile repair man finds. We can discuss it then. We are not washing our hands of this. 

• Initial Complaint

  07/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We came in & looked at a specific trailer, agreed on a deal, and put money down. They had some minor things to fix that were pointed out then. We showed up to pick up the trailer, and I noticed that it was a different trailer. I brought this up, I was told that it’s the same model & they had several of this model, and when that is the case, they pull the oldest one out and deliver it. I took this to mean that it is common practice. It wouldn’t be a big deal if the trailer were identical to the one we looked at. However, the trailer they delivered to us was three months older. Outlets are in different locations than anticipated (not a huge deal, but annoying). The biggest problem is that the dinette and sofa are in a different configuration. We had planned on the couch being in a specific location to accommodate a kennel for my K9. The trailer was missing stickers in the wet bay for the water heater bypass, rather than putting an actual proper sticker on, somebody wrote “bypass” on a piece of tape with no further explanation. The trailer was delivered with damage to trim pieces (not a huge deal, but it shows an incredible lack of attention to detail). I was told by the salesman that I could take my trade in home, and we could call the deal off (I’m not sure what would’ve happened with the deposit that was not addressed). Or I could wait a week & get the trailer that we agreed on. However, that was problematic due to my needing a trailer for the next day. Or I could take the older trailer, which was not the agreed on trailer & not ideal for our situation, but I could have it immediately. I felt like they should’ve offered to something to compensate for the difference, & I was disappointed that none of the “big bosses” could be bothered to discuss the situation with me. I’ve never filed a complaint or even written a negative review of a company, so I feel bad even writing this, but I feel like others should know to be careful.

  Business response

  07/10/2023

  There was a call yesterday between the customer and one of our managers. The customer put the same review on google, and after the conversation he removed it. Knowing that, we are confident that the customer is pleased. The dealership will make sure the items get fixed that he is concerned about. 

• Initial Complaint

  05/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Paid $10,000 Deposit for a tractor , that was promised in 3 days , then promised again the next day , then promised again , and no tractor . Tractor supposedly arrived on the 5th day ( not verified) . A refund is being denied when no product or service has been provided in due time . I understand that sometimes unforeseen issues arrive that cause your delays , however this is excessive . I an requesting a refund

  Business response

  05/26/2023

  ******,

  Your complaint seems to be lacking some crucial information about what really happened. I hope this will jog your memory. You and your son have been in countless times looking at tractors. My staff has been extremely accommodating and never pressured you to make a decision. Last Friday, you found the perfect tractor and happened to find a better price at another dealership. Knowing you live right down the street, I agreed to match their price. That price had virtually no profit, but I wanted to earn your business. I appreciated the opportunity, given what my two businesses have spent with yours the last 25 years. The next day you brought in $10,000. We told you that the tractor was out of state and that we would pick it up next week. There was never anything mentioned about three days. Our company policy is and always has been, to collect a non refundable deposit for a special order. You signed it without a problem on Saturday and everything was fine. Monday, we had to hash out the details with the other dealership to buy the tractor and arrange pick up. We did that as soon as we opened that day. Tuesday morning our driver left with the trailer and within 20 minutes the trailer brakes locked up. Luckily, nobody was hurt and we fixed the trailer later that afternoon. We did our due diligence and called you. At that point in time, you were very understanding. Wednesday our driver called off and I understood why you were irritated.  We then assured you another driver would be picking up the tractor yesterday. You told our sales manager to stop lying, which he was not. 

  Yesterday, our driver arrived on time and left to pick up your tractor. **** ***** called you around 3:00 PM to let you know your tractor would be arriving soon. To his surprise, you told him three times you no longer wanted it. I called you myself shortly after that. I was disappointed how you spoke to me. You continuously swore at me and then started the threats. You said you would slander my businesses all over the internet and sue the hell out of me. Again, all of this caught  me completely off guard. We had the tractor at our facility yesterday, just like we told you on the phone. You didn't want to hear it and said you didn't need it anymore. At that point I had a feeling you decided to buy something elsewhere. 

  I want to mention your comment above about the tractors location not being verified. **** ***** sent you a picture at 5:34PM yesterday that showed the tractor inside our building. You then mentioned suing us again. In the midst of all this, your son came into my business and made a scene. I tried telling him upfront that I would not speak to him about the situation because he was not the one buying it. ***** continued to be rude and it got to the point where I had to ask him 4 times to exit the facility. He did mention you guys decided to buy another tractor somewhere else yesterday. I explained that it has nothing to do with our transaction.

  The reason we take non refundable deposits is because we've dealt with plenty of situations like this. If I have to go and purchase a piece of inventory that is specifically for someone, the money is non refundable. It states it all over the piece of paper you willingly signed. I paid a driver, fuel costs, wear and tear on the truck and trailer, and over $25,000 for the tractor. I am now stuck with the tractor and have to find a new buyer. I also incur holding costs for the tractor. The bottom line is, nobody ever told you we'd have it in three days. My whole staff did their best getting it to you in 4 business days. Knowing who you were, I neglected to charge additional fee's because of where we had to pick it up from. I figured you'd appreciate that. I was wrong. 

  You can come purchase the tractor that we bought for you, or the $10,000 will remain non refundable. It is my desire to see you get the tractor that you ordered from us. 

  Respectfully,

  ***** *****

  Vice President 

   

   

   

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