401 Auto RV Canada Reviews (%countItem)
401 Auto RV Canada Rating
Address: 974 Syer Line, Fraserville, Ontario, Canada, K0L 1V0
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Went to camp mart to look at trailers. First time buyers. Told that our credit score limited what we could purchase. Only trailer we looked at that was attainable was a grand river they said. we were told my credit app did not pass "muster" so my husband was asked to complete app. No problem getting credit from there for this trailer. My husband was unemployed at this time so this made no sense. Checked credit report after purchasing to find my credit is very good which was unnerving but we had purchased the trailer, liked the trailer so we moved on even though it was deceptive sales tactics. My concern then, was my credit was in tact. I was panicked. Day of delivery July 6th the trailer was brought to our site but, was not what we purchased. This trailer had no oven, wall design was different, lighting was different, fridge was smaller, TV's were not the size they promised(in fact a tiny tv was just laid on a bed in an open box), plus other things. We called and were told " we were lucky to have a trailer" and these were only "slight differences" and that we were told about them. We were not. Requested it be sent back repeatedly .. answer was no. asked about a 2000 refund in lieu of what we were missing. told no. We were told the trailer we went through was sold in this same discussion. We had the *** of the site waiting over an hour to move the trailer to the site. We decided we would call head office and rectify the next day and put trailer on site. We were worried about the loan details, as we did not get copy of purchase agreement until the trailer came to the site. Asked for it, but not provided... 10 minutes after trailer is in place, and fees paid to do so, the manager calls back and says you can send it back if you like. it was too late at this point. I decided I would contact head office for some closure to this problem. Emailed three times and have heard nothing back in relation to the events at time of purchase, the deceptive sales tactics, and the wrong trailer being delivered.
On June 13, 2020 We purchased an RV/trailer from 401 Auto/RV Inc also known as campmart. We dealt with the ***. D/T covid we had researched trailers online prior to going to their Peterborough location, we picked out 2 that would suit our needs length wise and price wise. We told *** we would be financing and that we expected not to go any higher then $80 per week. D/T covid everything was discussed at our truck in their parking lot as we were not allowed to go into the office. *** presented us with an invoice that included typical ad ons such as frieght, pdi, licensing but it also included warranties and protections we were told by *** just like buying a car these are all added to the purchase price. He also told us when we asked if they did delivery and set up to our site that they did the delivery free of charge but not the set up which normally is the levelling and hook up of all sewer and water. Apparently this was not the case as we found out day of delivery when they dumped the trailer at the campground office as outlined in an earlier complaint and the issues that came along with this which all but the service of a broken door was rectified. Purchase was done on June 13, 2020, delivery took place on June 25, 2020. On July 2 we spoke to an RV dealership in Pembroke close to where we were camped. We spoke to him about the door issue and that we were upset that it was not being fixed esp since so much money was paid on all these warranties that we had no choice in. We were informed all those additional costs were optional and we should have been told this and asked if we wanted them by the ***. We were not asked or informed and had we have been we would never have agreed to purchase them to the tune of $4995 for one and $4996 for another and $1700 for ins. Upon return to the trailer I immediately called head office left numerous messages and left a voice mall for *** the *** at the Peterborough location. *** called back that evening, we tried to tell him we had no idea he replied with you're just mad that we aren't servicing your door and about delivery so you're saying that you didn't know and that *** never told you, but he did he always tells people they are optional. I again reiterated he did not and I would be saying this or calling if he had and that I literally found out from another dealership we should have been told. I said I want something done, he has done nothing, and said can't change it its to late he also has not given me a written email regarding our door being serviced by Sept or Oct of 2020 as he promised he would. I spoke to *** and was told *** is one of our best salesmen and no way would he not say it was optional, again I reiterated he did not. *** continued on to say he would talk to *** and get back to me .....7 hrs later I still have not heard back from him. I contacted the company who does the ins on the finance and told them what happened they will be they said crediting my creditor, the company who does the so called protections told me to call my lawyer even after I explained that the dealership never informed us these charges were optional and not part of the purchase price as they led us to believe. My husband and I purchased this trailer for our retirement, we are on a fixed income and would never have purchased $10,000 in warranties and protections, we didn't do it with our truck but of course that dealership gave us the option and were honest. It is very upsetting and the lack of communication doesn't help and basically being called liars is completely inappropriate....I have no reason to lie about this, yes we are upset at the way the delivery went down and the non servicing of a door broken upon delivery (which should never have been delivered in that condition) *** We do not want these warranties and simply want to be credited for them as we were never given the option not to purchase which I believe is illegal on their part not to tell us they were optional.
Thank you *** for bringing this matter to our attention. And
thanks to our customer for her business and her patience during these difficult
times. After purchasing the trailer, our customer has been in
contact with our HQ and local dealership on many occasions. To which we made
every attempt to satisfy her requests. There is a backlog in the RV industry,
and we are trying our best to work through it. We have been in contact with our customer multiple
times since they’ve taken possession of their trailer. And each time we have
made our best attempts to satisfy her requests. We are trying our very best
during these difficult times. Due to the limited Camping Season this year that was cut
short as a result of COVID closures, our servicing has been limited to
Emergency Services ONLY during the Camping Season. All other non-emergency
repairs will unfortunately have to wait until the end of the season. Our
customer was informed of this unfortunate timing and parts matter that is not
in our control. Unfortunately, her service request is not an emergency repair,
and as such it would have to wait until the end of the season to be
completed. We have not denied service to our customer, and as
a matter of fact we have instructed this client that we can service their
trailer at the end of the season once time permits, and she will be
prioritized. Or if they can bring the trailer to us, we can fix the sliding
door issue sooner. If neither of those options are possible, we advised they
could seek servicing from another authorized facility that may be able to
repair their trailer sooner than our schedule allows. And we will cover the
cost.As a result of her previous inquiries: We have already
included a complimentary in store credit worth several hundred dollars in our
camping store, as well as a set of camping chairs and a start-up package to get
them set up with hoses and other such camping necessities. Regarding the request for contract cancellation: We are
unable to grant the request. All documentation is reviewed with our clients
prior to taking possession of their trailer. Our rep went
over each document in detail and explained each of them thoroughly. The client
chose to accept the deal as presented and indicated so by signing each one of
them. (It is clearly stated on the contract All Sales Final and there is no
cancellation.)We consider this matter closed as we have provided the
client with multiple options to remedy this situation.Once again, we apologize for not being able to assist her
based on her preferred timeline, however due to the COVID-19 pandemic and a
spike in families wanting to go camping and to self isolate, we find ourselves
without a quick and ample supply of RV parts from the USA. We wish it were
different, but the market is bigger just than one company. We thank our customer for her patience during these
difficult times. Please feel free to reach out in mid September and we will
prioritize her scheduled off-site service. Alternatively, if she can find a
local RV repair specialist that can perform the warranty repair quicker, please
have them contact us for pre-approval and payment, we will be happy to assist.
Please understand this is our final position and no further good will can be offered.
We purchased an RV from 401 Auto/Campmart , Peterborough location. It was a disaster from the get go, day of delivery to the campground was awful. Once *** the *** sent someone back out to actually put it on the site along with the missing set up kit (and to his credit he did try to appease us with 2 camp chairs and some chemicals) we finally were able to settle in at 9:30 pm Thursday June 25 and became aware that the door to the bunk room was broken it appears to be a missing clip. I emailed and called Friday, email 2x again on the weekend with no response called again Monday June 29 got the major run around and no answers. Tuesday June 30 I was told they are not able to service this as they are not doing service, this is warranty work and the reality is this trailer should never have been sent out to us in this condition. The girl proceeded to tell us they might be able to do it in October......the campgrounds close in Oct, I was then transferred to *** who asked me to email pics and perhaps they could get the part and we could pick it up. I emailed him the photos and got no response. It is a pocket door and there is no way we can fix this as the entire door will have to be taken off nor should I have to drive out of my way to pick up parts for a door that should not be broken on delivery. The door is a safety issue as it sticks out and a child or adult could be injured and the door damaged even more if a person did catch this and trip while entering or exiting the bunk room. The customer service is atrocious, once they have your money you are fluffed off. We paid alot of money which included a service warranty and we are disgusted and very upset by all that has happened. We simply would now like the door fixed so we can mofe on from this terrible experience.
Thank you *** for bringing this matter to our attention. And thanks to our customer for her business and her patience during these difficult times. It seems this client has filed multiple inquiries with the *** (please see ID#***)After purchasing the trailer, our customer has been in contact with our HQ and local dealership on many occasions. To which we made every attempt to satisfy her requests. There is a backlog in the RV industry, and we are trying our best to work through it. We have been in contact with our customer multiple times since they’ve taken possession of their trailer. And each time we have made our best attempts to satisfy her requests. We are trying our very best during these difficult times. Due to the limited Camping Season this year that was cut short as a result of COVID closures, our servicing has been limited to Emergency Services ONLY during the Camping Season. All other non-emergency repairs will unfortunately have to wait until the end of the season. Our customer was informed of this unfortunate timing and parts matter that is not in our control. Unfortunately, her service request is not an emergency repair, and as such it would have to wait until the end of the season to be completed. We have not denied service to our customer, and as a matter of fact we have instructed this client that we can service their trailer at the end of the season once time permits, and she will be prioritized. Or if they can bring the trailer to us, we can fix the sliding door issue sooner. If neither of those options are possible, we advised they could seek servicing from another authorized facility that may be able to repair their trailer sooner than our schedule allows. And we will cover the cost.As a result of her previous inquiries: We have already included a complimentary in store credit worth several hundred dollars in our camping store, as well as a set of camping chairs and a start-up package to get them set up with hoses and other such camping necessities. Regarding the request for contract cancellation: We are unable to grant the request. All documentation is reviewed with our clients prior to taking possession of their trailer. Our rep went over each document in detail and explained each of them thoroughly. The client chose to accept the deal as presented and indicated so by signing each one of them. (It is clearly stated on the contract All Sales Final and there is no cancellation.)We consider this matter closed as we have provided the client with multiple options to remedy this situation.Once again, we apologize for not being able to assist her based on her preferred timeline, however due to the COVID-19 pandemic and a spike in families wanting to go camping and to self isolate, we find ourselves without a quick and ample supply of RV parts from the USA. We wish it were different, but the market is bigger just than one company. We thank our customer for her patience during these difficult times. Please feel free to reach out in mid September and we will prioritize her scheduled off-site service. Alternatively, if she can find a local RV repair specialist that can perform the warranty repair quicker, please have them contact us for pre-approval and payment, we will be happy to assist. Please understand this is our final position and no further good will can be offered.
Complaint: ***
I am rejecting this response because: your rep never told us the extended protections were optional they were presented to us as part of the purchase price, had he of told us they were optional we would have declined over $10,000 worth of these so called protections. We have managed to cancel the disability and life insurance.....why would we purchase disability insurance when I am disabled and in rec't of permanent disability benefits from WSIB d/t a work place injury. We only found out about these protections being optional when we were at another RV dealership picking up stands for the sewer pipe and also asked about getting a part for the door to fix it. Being on a fixed income why would we have purchased extended protections we didn't need or want. Your *** never told us they were optional and this was discussed a parking lot in our truck thru the window we were never allowed to properly discuss anything and the conversation did not include anyone other then your *** and myself and my husband so you can't say he told us because you weren't there. Your company has ignored at times and not followed thru on return calls. *** never called me back regarding this when he told me he would look into it, but said he found it hard to believe we were not told these protections were optional, same as *** who also stated the *** did tell us, *** also never followed thru with a written letter stating that the door would be fixed at anytime in the future as he told us he would. That was the very least with regards to the broken door that should have been done especially since it should never have been delivered in that condition. There have been multiple issues with this sale but the door and not being told about the warranties being optional are the most concerning. Taking advantage of people is wrong and we should be refunded as we never would have agreed to these if we'd been told they were optional. It seems once you got the sale you don't care, you have done nothing to rectify this issue except deny deny deny and say we were told by your *** we were NOT and have no reason to lie. This company is dishonest and *** people by misleading them into believing these extended protections are part of the purchase price, I would have been completely unaware of this if not for an RV dealership in Pembroke, Ontario who informed us and told us you are suppose to legally tell us they are optional, which was on July 2, 2020 the day I called head office and the Ptbo location to be told were told, we ABSOLUTELY WERE NOT and its unacceptable the way you've treated us by doing this and by not rectifying this issue.
Sincerely
I purchased a vehicle from 401 Auto in Fraserville, ON and had nothing but horrible issues with them since day one! I could not see the vehicle before purchasing as they explained that it was located at one of their other locations and they would have to have it transported to Fraserville location for pick up. The *** was completely rude to me *** when she came to drop it off, never kept me in the loop as to what was going on with the vehicle (took 2 weeks from the day I signed to the day I actually received the vehicle) and never completely disclosed all the issues that was wrong with the vehicle. Also, she told me that my payments had dropped by $10-$20 bi-weekly (which they did not) and that the vehicle would be cleaned before I would receive it (which it wasn't).
They stated it would be checked by 3 mechanics before it got placed into my hands. A auction inspection, their own mechanic would inspect it and it got inspected by *** in *** for the safety. ABSOLUTELY NO WAY IT SHOULD OF PASSED SAFETY. There was a huge oil leak that involved having to replace the entire oil housing and filter, it needed an alignment, the starter went within 45 days of owning the vehicle, they never properly torqued the motor mount back on after changing the starter so it caused the vehicle to make awful noises and shaking while driving, the transmission has leak in the coolant lines, the brakes (that they stated they changed before I got the vehicle) were completely worn down and the brake rotors are completely rusted. THIS IS ALL WITHIN THE FIRST MONTH AND A HALF.
I was lied to since day one AND THEY DO NOT CARE. They refuse to take the vehicle back after numerous times of me stating it was illegal to pass the safety in the first place.
There is so much more but this is all it will allow me to fit here.
Product_Or_Service: 2014
Initial Business Response /(1000, 12, 2018/04/12) */
Good Morning.
*** here, *** of 401 Auto ***. As the *** of *** here at the HQ in ***, I am fully aware of this client's past complaints. However, this is the first I have heard of this complaint through the Revdex.com. ***.
Regarding this complaint:
All of this client's concerns have been taken care of already. We have helped this customer above and beyond what we are required to do contractually, as the client simply purchased a used vehicle from us.
We have spent over 1000 dollars in good will to date, which is now exhausted and cannot continue.
Service and maintenance is a routine part of owning a vehicle, and although we sympathize with the client's financial position (to the tune of over $1000 already), we cannot continue to pay for maintenance repairs for their used car purchase.
We can however assist them in the future with a 20% discount on all parts and labour if they would like to do so.
The vehicle was certified at the time of sale at the *** standards, and the work we did after that was maintenance related.
We are happy to help all of our clients out whenever possible, and in this particular case we have already done so.
Please extend our best wishes to the client, and that we cannot cover their lost hours of work for maintenance on a vehicle.
This is simply not realistic.
Many thanks
***
Initial Consumer Rebuttal /(3000, 14, 2018/04/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You did not pay for over $1000 towards this vehicle - nice try. As for the "good will"- you only covered SOME of the vehicle repair costs that your company caused or hid from me in the first place.
As for the safety being done - it was completely illegal. Absolutely no way this vehicle should of passed safety with the issues it had when I received it.
As for the discount on labour - ABSOLUTELY NO WAY would I ever trust your *** to fix my vehicle again since YOUR *** couldn't do it right the first time. I wouldn't trust your business with a pencil.
Also, with the money you did offer to me, it came with a *** request as well, to sign a letter stating I would not take you to court for all of the undisclosed information that should of come with the vehicle before selling it. ***
Final Business Response /(4000, 16, 2018/04/19) */
Good Morning
We went above and beyond for doing maintenance to the vehicle.
Although the consumer is not happy with us we will never deny any of our customers service. There will be no more good will service but they are welcome to come in for service at anytime.
As a last gesture of good will we will offer a free oil change and a hundred dollar ***.
We have no ill will towards the clients and I hope they will be long term clients.
Thank you
***
Final Consumer Response /(4200, 18, 2018/04/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all - you DID NOT go above and beyond for maintenance on this vehicle. You have only made me have to fight with you to take care of your own responsibilities, when they should of been done in the first place. And now you refuse to fix the issues that were promised to me were done before I even got the vehicle. And the time I did bring it back to your dealership to be fixed IT WASN'T EVEN DONE PROPERLY!
Second of all - I was NEVER offered a free oil change or *** and still have yet to hear anything from you. I WILL NOT be bringing this vehicle back to you to do any work, as I've stated before. Your *** couldn't fix a vehicle properly if their lives depended on it.