ComplaintsforBuckeye RV

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4-30-24-We dropped new Heartland Bighorn off for warranty work, the appointment was made in 1-24. We told them the Black tank seal was not sealing and could not be sealed. The cable on the TVs did not work correctly and asked to have a few other things looked at. I then notified them that there was a recall a few weeks later. I called in the beginning of June asked about the progress, stated they had looked at the door, hard to shut and determined that was normal and looked at the shower that we thought was leaning and far from the wall they had caulked the shower enclosure. They said they had ordered the parts for the black seal and submitted the claim seal the cable to be replaced. I called back a couple weeks later and they told me Heartland Warranty website was down for a week or so and so it had just been submitted. Called back the first week of July they told me the parts were on the way and could be another week or so. Called back July 11 told all the parts were there and they would start on it the next day at the latest the 15th. I told them I have trip planned and latest to pick-up would-be the 7-26. ****** the service manager told me it would be completed by the 24 latest the 25. Called the 25 to confirm pick up on the 26th was told the camper had not even been started and that they would not be able to get it completed on the 26th because they had new shipment of campers coming in. ***** told me she would call me back on the 25th to let me know if they could get the work completed on Monday the 29th. Waited till 4:45 heard nothing, so called back, no answer. Finally called back ***** said she was waiting for ****** to let her know if he could complete the work on Monday and he told her he could complete the recall work and the black tank valve but not the TV issue. I called Heartland today they told me no parts even ordered till June *****th, no claims exist. Picked up camper not fixed to take somewhere else. Terrible service. 3 months.

  Business response

  08/02/2024

  ******************, first of all we only had the camper because you wanted to leave it here, free of charge. We told you that we would need to get warranty claims submitted to for a brand that we don't carry, and you didn't buy from us. We told you that this could cause delays in parts and approvals, not to mention they had a full system parts ordering failure for two weeks that caused them to not be able to ship any parts. We called and kept you updated throughout the process, but it is absolutely not fair to accuse us of nothing being done, because we called to tell you that as the camper was in the shop being worked on and you asked if it would be done tomorrow (Friday), when the date was never noted to be completed by, we said it would be done by the following Monday. Instead, you decided to show up and just take the camper knowing that it was in the midst of being worked on and not complete. To accuse us of not doing anything and leaving it in this state is false and inaccurate. As with any RV left for storage or service it is required that the owner keep their insurance on the camper while it's on the property, that is standard operating procedure for any business. Your assertion is ground for defamation, and we do not take that lightly. It's unfortunate that you feel this way, but as we told you, we have all of your parts here still ready for your work to be completed, should you want to complete it.

  Customer response

  09/10/2024

  Hello we dropped our camper off April 30 for service not for storage. I was never updated by any phone calls from the service department. I called regularly to see what was going on and always told no parts arrived. The system you are talking about being down for 2 weeks by heartland was never down for 2 weeks, I called heartland to confirm it was down for approximately 3-4 days. I was told be ****** on the 11 of July it would be completed by the the 25 July latest the 26. When I called to confirm pickup I was told it hasnt even been started so why did we pick it up cause you lied about the completion date and you said you would not be able to get all the work completed by Monday after 3 months of it being there for SERVICE not storage. Why you keep saying it is our responsibility to have insurance on our camper is dumb we did have insurance that gives no excuse for your service manager to say people can come on your lot and get into peoples campers. DUMB. There was nothing done to our camper beside caulking a shower oh and leaving exposed wires and our fireplace sitting on our couch which we werent told about prior to leaving. Service there is awful 

  Business response

  09/12/2024

  ******************, first of all we only had the camper because you wanted to leave it here, free of charge. We told you that we would need to get warranty claims submitted to for a brand that we don't carry, and you didn't buy from us. We told you that this could cause delays in parts and approvals, not to mention they had a full system parts ordering failure for two weeks that caused them to not be able to ship any parts. We called and kept you updated throughout the process, but it is absolutely not fair to accuse us of nothing being done, because we called to tell you that as the camper was in the shop being worked on and you asked if it would be done tomorrow (Friday), when the date was never noted to be completed by, we said it would be done by the following Monday. Instead, you decided to show up and just take the camper knowing that it was in the midst of being worked on and not complete. To accuse us of not doing anything and leaving it in this state is false and inaccurate. As with any RV left for storage or service it is required that the owner keep their insurance on the camper while it's on the property, that is standard operating procedure for any business. Your assertion is ground for defamation, and we do not take that lightly. It's unfortunate that you feel this way, but as we told you, we have all of your parts here still ready for your work to be completed, should you want to complete it. We will not stand by and allow ****************** or her family members to defame and slander us. We have told her numerous times the situation and if she doesn't want to accept it, that's her decision. This is closed.

• Initial Complaint

  06/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We bought this camper Feb. 2022 brand new. The middle of May 2023 we had to bring our camper in for the fourth time. This is a brand new camper. They had to fix the hot water tank this time. When we brought it home the refrigerator did not work. We contacted them and said we had camping scheduled and would bring it in after that. While camping the water pump quit working. We took it back in and let them know also about the water pump and we had to hand crank the awning in to look at it. May 30th they called stated it needed a battery for the awning. The gentleman on the phone quoted me for everything $237. They called back on June 1st and quoted me at around $300. I questioned them regarding it. He spoke to someone and they stated that I was correct and fixed the price. Today June 2 2023 my husband picked up the camper and they charged him $503.76. Prior to taking the camper home he walked around it twice. When he got home the cover door on the outside of the camper protecting the water heater items is now missing. This camper is too new to have this many issues. I would like a refund on what they overcharged me and also bring a replacement door to my home. My husband is handicap and it is hard for him to constantly be hooking up to the camper to haul it to the dealer that is 10 minutes away.

  Business response

  06/29/2023

  **** ******, Jr.
  10:53 AM (3 hours ago)
  to me, BRV:
  
  Hello,
  
   
  
  On the overcharge, 1.6 hours of labor was added to the work order by mistake. It was recognized and admitted to the customer and addressed to resolve the overcharge. Mr. ****** came in and we explained that he could swap the check for a new one since we had not deposited it yet, or we would have to deposit it and then wait for the check to clear the bank, and then we could issue the refund at that time. Mr. ****** did not have a check on him to swap out, so he opted to wait for the first check to clear. On Friday 6/16/23 we left a voicemail for Brandi asking her if she could show me her bank statement showing the check had cleared the bank and so we could get her the refund sooner. We also let her know that we had a water heater door for her here and would like to get them to her at the same time, we have not heard back from her.
  
   
  
  We are considering this situation resolved.
  
   
  
  Thank you.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a brand new 2019 flagstaff camper. The camper leaked the first year we had it. We sent the camper to be worked on and they sent the camper back to us full of black mold

  Business response

  08/26/2022

  The last time Mr. or Mrs. ****** was in was at our facility was March of 2021 and there was no mention of a leak or black mold in any capacity during or after the visit. The camper was not returned to them in the stated condition. Their lifetime warranty is inactive due to not staying up with their inspections. There has been no other contact by the customer ever mentioning this. If the customer had water get into their camper and they let it sit for an extended period of time without monitoring or addressing it, those photos are from that situation with near certainty. There is more than enough time since the last time they were here and now for them to have caused this through no performance of routine maintenance (which they demonstrated by not keeping up with their inspections) and/or damage of their own, and now they are trying to pin it on us. There is no validity to this claim against us and we consider this claim closed. 

  Customer response

  09/07/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17768614
  
  I am rejecting this response because: for a company to sell someone a camper that ended up with black mold, and the company’s BEST response to this was to spray the mold with killz and bleach is completely wrong. I’m not asking for much. I just want my camper fixed so that I know it’s safe to be used for my child to be in it. That is all. Once again I have tried repeatedly to contact with no response. Thank you. 
  
  Regards,
  
  ******* ******

  Business response

  09/15/2022

  We did not sell the customer a camper with black mold, as we've already stated. An owner can end up with black mold in their camper due to not properly maintaining their investment. If the customer wants to discuss this further they can drive the less than 5 minutes into the dealership, with all their documentation. We are not continuing this back and forth. We have stated everything accurately and are closing this situation.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2022 valor 43v13 fifth wheel from buckeye .they told me this camper had several components that have lifetime warranty and I purchased extra warranty for additional five years on several other components .they stated to me they had taken the camper to there main lot in Jeffersonville two weeks prior to my purchase on July 1st 2022 and have been going through the camper to make sure there no issues.anyway two days after having camper in a lot 35 minutes from them my fridge quit working I have toilet leaks a propane leak several stops of molding fallen off black and grey water do t work properly and labeled wrong .hand rail screws were stripped out on stair way drawers falling apart etc..there service man told me after purchase that he had just recieved camper one hr earlier then when I picked up.they knew I bought it because my family travels for work and have to live in it .i called them immediately as issues occurred and there explanation is if you don’t bring it in we don’t fix it .they drove to my old camper to look at before trade but not willing to send maintenance to fix there guarantees and warranties once they recieved there 108,000.00 dollars from me .i am still living with no fridge and no help from them and I am only thirty minutes from there shop.they lied about nearly everything .what good is purchasing there warranty if they can’t back it up and do the work .they plainly told me before receiving the money that any issue that can fix it knowing I could not bring it in due to living in it

  Business response

  09/06/2022

  There is a new refrigerator on the way for the customer from Way Interglobal. We have been to the campground twice after hours to look at the refrigerator. The only other concern he had mentioned to us was the water leak in ceiling light and we already fixed that. We had to diagnose the refrigerator two different times and then get authorization from Way and Alliance to replace the refrigerator. Waiting for parts and authorizations take time and are out of our hands and we are just an intermediary on warranty related items. We are waiting for the refrigerator to arrive. The case is closed pending it's arrival.

  Customer response

  09/20/2022

  I did email back a response stating buckeye was lying and I have proof but
  like every other honest American I will just have to face the fact this
  countries money gives no care at all to the middle class but times coming
  we are going to stand then there will be some reckoning

  Business response

  09/20/2022

  As we have mentioned in our reply, we are at the mercy of parts shipping and accuracy. We are not lying and will not be accused of being liars. Additionally, we will in no way stand for being threatened by anyone. For this customer to say that they are part of some large conspiracy theory against "the middle class" and then threaten us violently with "some reckoning" is not only outrageous, it's illegal. We will not allow it and are fully prepared to file charges against this individual. BBB, please reach out to us directly with your legal department since this happened across your platform we will need additional information from you. This case in closed and any further commentary can be done through our attorneys. 

• Initial Complaint

  07/27/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Traded in a camper on a new one on June 30, 2022, the dealer messed up title documents and didn't pay the loan that was open on the camper traded in off. Had to go back 2.5 weeks later to sign documents to fix the title issue and they said they would next day the payment to the lender. It is now almost another 2 weeks later and the loan is still open. I have been getting phone calls about late payments, my credit will now be impacted by this. The dealer has been called numerous times and voicemails left, but no response from the dealership at all.

  Business response

  08/25/2022

  We did not mess up any title documents, the information provided by customer was not accurate and thus required items to be completed with the correct information. The paperwork was absolutely overnighted and the unit paid off the next day as promised. We already received the title weeks ago, so obviously it was completed as we stated it would be and within the allowed time frame. IF the customer thinks that the loan is still open because it's on their Credit Karma or something still, he should understand that those sites and the credit bureaus operate generally a month behind and not in real time on loans. We consider this complaint unfounded and fully completed. 

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a brand new camper, it's never been used but we realize after getting it home that it's been damaged almost like it was in the tornado that hit up there but their saying it wasn't theres roof damage the bumper was dented door frame messed up and other damage but their not want to fix the roof at all their saying it going to take up to a year to fix it because their wanting to turn it in on my warrenty instead of responsiblity for the damage themselves they have fixed a few things but it's like they took parts from another parts from another camper to fix the few things they fixed. We went up to take pictures of the camper found the replacement bumper is faded to almost white like it was a used part there is now a small hole in the outside metal, also the replacement sink was a square instead round shape the replaced the sink cover in the kitchen with a sink cover that doesn't match the counter top like its suppose too. The door frames no longer match. And I found water on the floor where something is leaking. I'm fed up.

  Business response

  08/26/2022

  This commentary from Ms. ***** is not not accurate. The bumper she is referring to she claims that it was damaged, it wasn't, but we went ahead and replaced it with a brand new bumper anyways. Now she is not happy because she thinks the shade of black of the new bumper is different than the old bumper. We have informed it if they wants it painted to another shade of black we could do that for her. He claims about the rood are entirely cosmetic and completely within the normality of how camper roofs can set. Even though we informed her of this and said we would still be willing to submit it to the manufacturer for warranty coverage knowing that it would be denied. We did submit it to the manufacturer and they said that it was normal and cosmetic and denied repairs to it as there was nothing to fix. We informed her of this and she still didn't accept it. We can only repair warranty claims that the manufacturer allows us to repair. At this point she needs to take that up with the manufacturer if she isn't happy with the roof. They didn't say it would be a year to fix it either, they were referring to the one year manufacturer's warranty length. So she's confused there. With regards to metal siding and the door these take months to get in on order from the factory, that is completely normal as they are not readily available on store shelves and made only at the factories and then shipped to us. They unfortunately shipped the wrong metal and door twice, thus causing even further delays that were completely out of our hands. Finally, none of these items have in any way stopped the customer from using the camper and bringing it back when the warranty parts arrived to have the repair done. We told her that multiple time to pick it up and her response was "gas to too high to come get it." We informed her that is her decision, but not to complain to us if there was a parts delays that are out of our control and she couldn't use the camper because it was sitting here. She can use the camper completely and she it the one who decided not to drive here to get it. We have been in constant communication with Ms. ***** about this updates to the parts and repairs and will continue to until the parts arrive and replaces. We consider this matter closed.

*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. ↩