ComplaintsforRV Value Mart Inc
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Complaint Details
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Initial Complaint
05/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Our camper was injured in a storm by a tree. It needed a new roof. When we took it for an estimate we had an appt to they look at it and when we got there we had to leave it there and then go back for it because they had no one there to estimate it. They then made the appointment for drop off as April 24 to get fixed. Pick up would be May 5th after completion. We hadn’t heard from them so called today May 4th to check on the status, and they still have not touched it because they had a big open house at their facility and left all the customers campers just sit there. We are a seasonal site that opened up on April 1 and we would’ve been camping by now but we’ve lost time already and they’re even making us lose more time because of delaying the fix of it .Business response
05/31/2023
I believe the job was completed in the customers requested time frame and that the customer is now in the possession of his his completed and finished trailer.Customer response
06/05/2023
[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:the job was completed two weeks late and was damaged when I arrived and needed to be repaired while I waited. No one inspected the job upon completion and I had to show them what was not completed correctly and was damaged by them. A new power vent they installed was broken. The awning they reinstalled was not adjusted properly. The side of the camper was damaged while there.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*******************Initial Complaint
11/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I put a $500 deposit on a unit on a Saturday and by Tuesday, decided to cancel the purchase. I was never informed that the deposit was non refundable. What kind of business takes a deposit and makes it non refundable?Initial Complaint
05/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a camper from from this business at the ******* RV show in September 2021. Noticed some things that needed fixed. We were told by a rep from the business that RV manufacturers are rushing builds because of the demand. We were advised that issues would be fixed when we picked up the camper the following month at their Manheim location. Picked up the camper a month later and some of the issues weren't fixed. They attempted to fix some of the problems on site and then were told to schedule a service and the work would be done since it was under warranty. On November 2nd, 2021, the business scheduled a warranty appointment for February the following spring. I declined becasue I didn't want to pull my winterized camper out of storage in the middle of winter and asked for a date closer to spring. New date set by RV Value Mart was March 28th, 2022. Dropped off the camper the day before the service date with a list of things that needed fixed. Camper sat for 2-1/2 weeks at their location and wasn't touched. We had a camping weekend scheduled so we had to go get the camper. Service department was very evasive about the service until someone eventually told me that nothing was done. Claimed that we should have been told it would be a six week wait. I told them I had an appointment that THEY set. Was told they don't have the help. VERY POOR COMMUNICATION! This was never explained until I picked up my camper. I have no confidence in their service and I am looking elsewhere for warranty work. Otherwise I will do the work myself. Complained to "Nate" and asked for owners names. Was offered to have service performed at their Willow street site and they would contact me. Haven't heard a thing. Non-existent communication. Despite complaints on ********, and messages with the company, still no communication or resolution. I am so fed up with this company and their poor customer service. Can't understand how they stay in business. Just want my camper warranty repairs.Business response
05/30/2022
When management found out about this issue we same day Ryan from our Manheim division picked the unit up and delivered to our Willow Street location to get repaired. When the repairs are finished ** **** will pickup the unit at the Willow Street location to make sure that the repairs are completed.Initial Complaint
04/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We purchased a brand new camper from ** Mart in February of 2021. Which of course included a warranty, and we purchased a extended warranty. I have been trying to get some warranty work done for months now. I've called at least 5 times, sent numerous emails(with all the pictures of the warranty work that needs to be done), and I've only received 1 reply via email, and have not had 1 phone call returned. I have talked to **** twice. Once on my original visit which was in person on Tuesday February 8th, and the second time I actually got ahold of him at the ** Mart and he apologized for being busy and not getting back to me. I'm not the kind of person to ever do something like this, but this is getting ridiculous. We have friends at our campground that bought campers when we did, and they said they've been contacted about their warranty work. Look I understand that they're busy, I'm not doubting that. But this work has got to get done. Period. We spent a pretty ***** on this camper with the extended warranty, and we just want to get our minor repairs done.Customer response
05/18/2022
The business RV Mart did in fact contact me. They have been helpful and the situation is heading in a positive direction. I want to thank the BBB for helping my family and myself with this situation. I never wanted to be a burden, I just wanted to know what was going on, and now I have a better idea of what is going on.
I think we're good to go.
Initial Complaint
04/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 9/17/21 we purchased a RV from RV Valu Mart @ the RV Show in Hershey, PA, giving them a $1000 deposit for the order. We were told that it would be a few months before our RV was delivered. On 1/15/2022 we received a call from this business stating that our RV was ready for pickup. Arrangements were made to pick up the RV on 2/7/22. Approximately two hours prior to our arrival, we received a call stating they found fiberglass damage to the front end of the RV and also a crack in the kitchen countertop and we would not be able to take possession of the RV until repairs were complete. Being that close we decided we would still go to the dealership and do a walk-through to see if there was anything else that needed repair. We continued to check back with the dealership every two to three weeks for progress updates. In early March they had an outside vendor fix the fiberglass on the front of the unit. When we asked about the countertop, we were told that parts had been ordered but given no timeframe as to when it would come in. We asked about them using an outside vendor to replace the countertop and was told that it would void the warranty on the RV. Our question, isn't the warranty already voided because the fiberglass repair was done by an outside vendor? We have never received a call from the service manager, **** @ the Manheim location since this all started. On 4/4/22, we spoke with **** * the general service manager of RV Valu Mart, he had no prior knowledge of our situation. He said he would look into the problem and get back with us. We still haven't heard from him. He gave us the sales rep ***** * if we decided to go with another model on their lot. We asked about a refund and Ernie said it was their policy not to refund any deposits. We contacted Heartland directly and was told they have countertops in stock and ready to ship. We asked about the warranty and because it was done by an outside vendor it was voided. We'd like our deposit returned to us.Initial Complaint
03/11/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
VERY BAD BUSINESS ESS ETHICS!!!!!!I made a deal to purchase a camper and trade my camper. I drove from NH 300 miles away 600 miles round trip. When I got there with my trade and the money to purchase they tried to low ball my trade. They contracted to give me $14,000 then tried to offer $8,000. I tried to negotiate a solution but they would not even talk. I want my travel cost to drive back and forth with my camper. 3 hotels $850 Fuels cost $450, vehicle cost $400 meals $400. Total three days due to a snow storm. Plus three days of my time. Total $2100 I have missed out on other deals and lost a lot of time and effort to make this one happen.Business response
04/04/2022
When ***************** arrived there were some issues with his trade causing some concern with our staff. We have reached out to ***************** and were able to reach a resolution without using the trade and made a straight deal not using the trade. We appreciate him for working with us to reach a solution that worked for him. We want to that ***************** for his business look forward to working with him in the future.Customer response
04/04/2022
[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 had emailed the BBB and requested that the complaint be removed because I had resolved the issue.
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
*************************
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Customer Complaints Summary
13 total complaints in the last 3 years.
6 complaints closed in the last 12 months.