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Wagner's R.V. Center, Inc

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Reviews Wagner's R.V. Center, Inc

Wagner's R.V. Center, Inc Reviews (12)

Please call the customer… this was resolved yesterday… [redacted]Wagner's RV Center, Inc.920-434-2380 (phone)920-676-7903 (cell)

Please note that the exact date on the purchase contract was July 25, 2017.  This is the same date the contract was signed by both the customer and the dealer.  This contract does not indicate a financing contingency; it is clearly marked as a cash transaction.   Although...

Wagner’s RV introduced the customer to the finance company, the customer was not required to purchase a camper from Wagner’s RV in order to finance with that company, nor was she required to finance at all.   The customer states in her complaint that she notified us on the 29th, 4 days later, that they could not afford the payments.  We have less expensive campers on our lot, however, as she stated in the complaint, the customer had already negotiated a purchase contract with another dealer, financing with the finance company we referred her to, likely with similar terms. The penalty as shown on the face of the purchase contract states “if cancellation is initiated after 24 hours from acceptance by the dealer, the amount forfeited is 5% of the total cash price of the recreation vehicle”.  A calculation of this penalty results in $1,207.45 (5% x $24,149).  The salesman explained that although we have the right to request the full cancellation fee we will keep the $100 deposit and not request additional funds from the customer.  The reason that purchase contracts are signed by both parties is to insure that both parties have a clear understanding of the deal that was negotiated.  We realize that embellishing the story provides for better reading, however, we do not believe that [redacted] statements are an accurate statement of the events that occurred.  Our error is that we did not maintain detailed records of successful and unsuccessful attempts to contact the customer.  Regardless, we have issued a refund in an effort to close this complaint.  A refund check for $100 addressed to the customer was mailed by US certified mail the morning of October 18, 2017.

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I am writing to let you know that my complaint against Wagner’s R.V. Center has been resolved as of today 4-13-16. They ended up giving us a different color we like and no leather couch. I sent a complaint in last night ID #[redacted] April 12, 2016. My husband went down to there RV Center this...

morning and they showed him this other color which we both agreed was okay. Not sure what to do about the complaint I just filed so I decided to sent an email first. I will also try calling in the morning.My husband went to Wagner’s today and our complaint was resolved. We are getting a color we like and have agreed to take it. I was not sure what to do with my complaint ID #[redacted]. We feel that that this was a good compromise. I am sorry to have bothered the Revdex.com since we got the issue resolved so quickly. I just didn’t know where to turn. If you have any questions please call me.Thank You,[redacted]

Mr. [redacted] picked up his unit today... and we paid him the $40 that we thought he received the first time.  Mr. [redacted] is still not comfortable with this unit because he found 2 small problems with the unit when he looked at it that were new issues not on the work order.  The first is a small light on the electric jack that is likely a light bulb related issue and easily resolved.  He stated that the light worked when he dropped it off and since we use a tractor to move the unit we never had the chance to see that it was not working.  The second was a toggle switch that is loose and also not addressed on the work order and not noticed by our technicians.  This issue is easily resolved by securing the switch.  A third issue is that some small blue door prop that was holding the refrigerator door open is apparently missing... we can get him a new one.  Mr. [redacted] is still thinking that he might want to trade this 2016 unit in for a 2017 model, and we will quote him a price to do this, however, he needs to be aware that there will be a price difference to upgrade.  He stated that he may call and speak with the sales department tomorrow.  We would like to offer a complementary service call to Mr. [redacted] to fix the couple small issues so that he does not have to make an additional trip to the dealership.  We are positive that this unit will be problem free for the 2017 camping season.

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

When we spoke with Mrs. [redacted] on January 11th she insisted that she wanted to speak with Mr. Wagner and was told that Mr. Wagner was out of town on business for the entire week.  Mrs. [redacted] had not yet met with her insurance company and we asked that her insurance company contact us so...

that we could put her insurance company in touch with our insurance company.   Mrs. [redacted] was understandably very upset, after all this was within hours after she woke up to something that could have been more tragic than it was.  There was nothing we could say to Mrs. [redacted] at that point in time that could satisfy her.  Our Sales Manager, [redacted], called and spoke with Mr. [redacted] a couple days later and was told by Mr. [redacted] that they were not asking us for anything, but that he wanted to put us on notice that their insurance company would be contacting us.  [redacted] thanked Mr. [redacted] for the information and said that we would wait for the insurance company to call.Mr. [redacted] arrived at the store on Monday, January 18th to drop off pictures, the police report, and a two page letter to the company that asked Wagner’s RV to compensate them for damages.  Mr. Wagner returned to the store Monday afternoon, reviewed the information that was dropped off and directed [redacted] to follow up with Mr. [redacted].  Mr. Wagner delegates customer matters to [redacted] who is a long-term employee and manager, and is easily reached at the store.  On Tuesday morning [redacted] called Mr. [redacted] to clarify that the insurance company was going to follow up with us, because the letter that Mr. [redacted] dropped off did not seem to be consistent with the conversation that he had with Mr. [redacted] the previous week.  Mr. [redacted] stated that they had deductibles, missed work and incurred other expenses that he felt Wagner’s RV should reimburse them for without allowing the insurance companies to follow the procedures that insurance companies require.  [redacted] explained that we could not bypass our insurance company, but we would call the agent right away without waiting for their insurance company to contact us first.Immediately after [redacted] spoke with Mr. [redacted] on the 19th we contacted our insurance agent and provided a copy of the information to the agent.  The agent called Mrs. [redacted] on the 20th to let her know that he would be communicating with the insurance company and to ask for additional information (including the name of their insurance company as we had still not heard from them).   We believe that the insurance company will follow up with due diligence.Although Wagner’s RV empathizes with Mrs. [redacted], we cannot simply write a check when an insurance policy is in place.  We have insurance coverage to protect our customers in the event one of our employees made a mistake.  The insurance company requires that we notify them and allow the adjusters to determine the cause of the casualty, because if they determine that Wagner’s RV is at fault Mr. and Mrs. [redacted] will be compensated for all of the items that they list in the letter.   At this point, the only determination of fault has been by Mr. and Mrs. [redacted] who are not automotive wiring experts.  They are not taking into consideration that a road hazard or snow/ice chunk could have disturbed wiring below the vehicle causing the wiring that worked fine for 18 months to suddenly short out and start a fire.  Even though brake controls have breakers, fuses, and other protective devices included in the components, it is possible that something malfunctioned.  In all of our years of business we have not heard about or experienced a break control causing a fire in any customer vehicle, but it’s possible that this is a first.  If Wagner’s RV is determined to be at fault we will make sure that Mr. and Mrs. [redacted] are reimbursed for the expenses listed in the letter, however, we ask that the adjusters are permitted to do their job.[redacted]Wagner's RV Center, Inc.920-434-2380 (phone)920-676-7903 (cell)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
 I don't know who Mr. [redacted] is, but I arrived at the dealership with my husband, [redacted]. When we spoke to [redacted] a few months ago, he informed us that since they are a Crossroads dealer(Rezerve is made by Crossroads) that  they would take care of the warrantee work, but could not do it until after the high season. We were scheduled for Sept. 29,2014 at 11AM. We were told this was the earliest they could do it, so we agreed to the appointment. I don't what else to say other than it seems as though my appointment was superseded by Mr. [redacted]'s Puma. I have no argument with Wagner's policy of taking care of their customer first, but the service department never should have booked our work if they were not going to service our rv. At the very least, they should have informed us of the cancellation of our appointment. I am disappointed in the outcome of my complaint as I feel that Wagner's is in simple denial of the entire situation.
                                        ... Cordially,
                                        ...

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  As long as the $100 refund check is delivered and valid:I would like to thank Wagners Rv for resolving this matter. Congratulations also on 50 years in business! With that being said, I would assume Wagner's has made it this long in business by keeping good records. Fortunately for Wagners, we have kept records and would be glad to show them when we have contacted them and when they have contacted us. On that point, we never received ANY copies of said contract, as it was being financed and were waiting on approval. Once the terms of the approval were not satisfactory to us (and according to the sales agent, we would receive a refund if not satisfactory) we contacted Wagners to receive our $100 hold back. After numerous unanswered phone calls, we were finally told that according to the contract we were binding on the sale and forfeit the $100. I had asked for a copy of said contract, as we don't ever recall seeing anything on forfeiting the $100. The copy has never come. I appreciate Wagner's assuming that we settled on the same terms, but on a different camper from a different dealer, but again, they are assuming. Again, Wagner's doesn't get to decide what is acceptable to us, and what is not. I would also like them to know that as far as customer service goes, they need to change their policy/procedure when it comes to their salesmen and contracts. They should not verbally guarantee to return/refund a deposit if that is not what they will do. They should be going through the "details" of contracts with consumers when signing, as opposed to just having them sign in the box and move on to the next sale. Lastly, they should not be taking the word of a third party as gospel, instead of contacting the customer themselves.
Regards,
[redacted]

Review: We purchased a Puma 39 ft camper from Wagner's at the RV show in Green Bay the end of January 2016. The original paperwork had no vin numbers on it. They called us to come in and sign papers for financing and the title of the trailer. They said the paperwork was sloppy so they redid it. We did not notice that they put a number on this paperwork. We asked where the trailer was and there reply was it is out back. When we called to take a walk thru and check things out before they were going to deliver it. We went and when we walked in we knew it was not the trailer we purchased at the camping show. We are not saying the camper was not the right style but the colors inside were not the same. I had asked the salesman at the show if we were getting the camper we walked thru and he said yes, it was our camper. Now they are telling us that because of a vin number put on the paperwork by the person who did the paperwork at the office that was the color we chose. We went back to the dealership and they told us they didn't know what happened but they didn't have that camper and they couldn't get the color anymore. Told me to pick a different color because Puma discontinued the grey. All the other colors had leather couches and I told them I do not want a leather couch. I had two people tell me that I didn't have to get leather and could get fabric. Okay as long as it was the same style that was in the original camper. Then I got a call and they said I could not get anything but leather. I was very upset. Then we went to the other dealership in Cleveland, WI to check out a color which we did not like. The person out there said they would do what they could to get a fabric couch. For us not to worry about it. Then I got an email from one of the salesmen there and he said that color gray was not the one at the show. We know what we saw. Also said there was nothing that could be done now because we took ownership when we signed the paperwork and title paperwork. We are stuck with something we do not want. Also said to go ahead and contact a lawyer because we signed a contract. I am at my wits end. Not sure what to do. All we want is a different color. With a fabric couch. They said our trailer is now used even though it has never been off there lot. I know we signed the paperwork but we have never taken it off the lot and we didn't think to check it out before signing since we thought it was the camper that we purchased at the RV Show.Desired Settlement: We are willing to settle for the chocolate color with a fabric couch or a full refund

Consumer

Response:

I am writing to let you know that my complaint against Wagner’s R.V. Center has been resolved as of today 4-13-16. They ended up giving us a different color we like and no leather couch. I sent a complaint in last night ID #[redacted] April 12, 2016. My husband went down to there RV Center this morning and they showed him this other color which we both agreed was okay. Not sure what to do about the complaint I just filed so I decided to sent an email first. I will also try calling in the morning.My husband went to Wagner’s today and our complaint was resolved. We are getting a color we like and have agreed to take it. I was not sure what to do with my complaint ID #[redacted]. We feel that that this was a good compromise. I am sorry to have bothered the Revdex.com since we got the issue resolved so quickly. I just didn’t know where to turn. If you have any questions please call me.Thank You,[redacted]

Review: Two months ago I scheduled a service appointment for warranty work with the service manager, [redacted], from Wagners RV Center in Suamico, Wisconsin. I drove 150 miles one way to my appointment. I arrived early to the appointment and spoke with Mr. [redacted] who had my appointment on the books but refused to do the service work. He refused because he said we did not buy our RV from their business. However, two months ago when I spoke with him he said he would do the warranty work since they are a Crossroads RV dealer and and our RV is a Crossroads RV. I requested compensation for a 300 mile round trip drive with no service work done and he turned his back on me and walked away. I believe we should have been compensated for a full day drive and gas without any work being done nor an apology given.Desired Settlement: $150.00 for gas and the loss of one day due to driving to the business.

Business

Response:

Our records show that this appointment was made in the name of [redacted] from Montello for his 2014 Puma 26RLSS that was purchased from us in August of 2013. We were happy to service Mr. [redacted] Puma which was still under warranty when the appointment was made and Puma is very easy to work with even if the repairs are made during the month after the warranty date. In addition, some of the problems that [redacted] noted (when the appointment was made) are items that we routinely fix under our goodwill policy for customers who purchase their units from us. When Mr. [redacted] and Ms. [redacted] drove in with a new CrossRoads ReZerve unit we were shocked that they arrived in the yard requesting warranty work on a unit that we don't even sell. [redacted] had no choice but to turn them away for the following reasons: 1) the repairs they requested are items that can only be claimed under warranty by the selling dealer (or a dealer who sells the brand) and we were not an authorized dealer for the ReZerve brand; 2) some of the requested repairs are goodwill items or adjustments that we would not be compensated for; and 3) our service department was already overloaded with units that were purchased from us and those customers must be given priority. [redacted] explained to [redacted] and [redacted] that the repairs that they were requesting needed to be made by the selling dealer and claimed under warranty by a dealer who sells the ReZerve product. In fact, some of these items receive a very limited amount of warranty compensation, but for units that we sell we are willing to spend the uncompensated time because they purchased the unit from us and we feel that it's our responsibility to take care of the customer. The dealer that sold this unit to [redacted] and [redacted] likely has the same policy in place at their dealership. We are not sure why they would choose to travel to us rather than take this unit back to the selling dealer. We are very sorry that Mr. [redacted] and Ms. [redacted] spent one day and 300 miles traveling to our dealership, but we were not aware that they switched units or we would not have scheduled the appointment. We are sure that our customers who purchase their units from us would appreciate receiving priority over those who purchase brands that we do not even sell from another dealer. We sincerely hope that the dealer who sold them their unit will take care of their problems and recommend that they schedule their service at that dealership in the future.

Consumer

Response:

Review: In July of 2014, my husband and I purchased a Jayco Feather Light camper from Wagner’s RV. Shortly after the purchase, we had our Mazda CX-9 wired to tow our new camper. Wagner’s RV installed a break harness to our vehicle in July of 2014.

On the morning of January 11, 2016 at approximately 3:00am, an awful burning smell had woken me up. After checking on my two children in their bedrooms, I proceeded to check out the rest of my home. I could barely see through my living room to the basement and garage entrance. I then woke my husband. We then proceeded to check the basement, attic, and garage. Upon entering the basement, I could not see my washer or dryer that were approximately 30 feet away from the bottom of my stairs. Thereafter, I entered the garage. The garage was filled with smoke as well. The smell was overwhelming and I could barely catch a fresh breath. Upon not seeing any flames in the garage, we had just thought it may have been from our wood burning fire place. My husband then checked the chimney. With all areas being negative for an active fire, we opened several windows in the house to air it out, in hopes to get rid of the smell. We did not return to bed.

At approximately 6:30am, my husband entered the garage to start my car before I was to go to work. He came in the house and said my car was not starting. At this point, it was starting to get a little bit lighter outside so we could see what transpired overnight. The lighting on our garage is very dim, thus why this was not noticed sooner. Upon looking my CX-9 over, he discovered that the vehicle had started on fire at some point throughout the night. This being said, there are pictures enclosed for you to review into regards of the wiring that was installed on my CX-9 by Wagner’s RV in July of 2014. Also upon inspection, the wire harness was hanging below my vehicle visibly burned and also sparked when touched. We then immediately called Ashwaubenon Police and Fire Department. . Upon their arrival, the vehicle was pushed out of our garage onto our driveway awaiting a tow truck.

This could have been an extremely deadly event, had the window been cracked on my vehicle or a garage door left open to supply this fire with more oxygen. As said earlier, I have two children in my home and I am very thankful our family was ok and safe despite what we believe was faulty wiring done on my vehicle by Wagner’s RV. This is something that should have never happened.

With this being said, we most certainly believe the break control wiring harness was to blame for this. Reason being, the entire drivers side of the vehicle was the only part of the vehicle that was damaged alongside the wiring. Front the divers seat, all the way to the back of the vehicle. (This can be seen in the pictures attached as well) Our vehicle has not towed our camper since 8/18/15 from Surgeon Bay to our home in Ashwaubenon. Furthermore, our vehicle had not left the garage from 2pm Sunday, January 10, 2016, until it was towed to Williams Auto Body, so it would be likely that it would not be anything due to the vehicle recently being in use. We have also contacted Cliff Wall, where our Mazda was purchased to ensure there are no recalls or complains of a 2014 Mazda CX-9 starting on fire without being provoked. The VIN number came back to that make and model of vehicle never having this issue in the past. No complaints have ever been filed against Mazda in this matter.Desired Settlement: In addition, we have never been able to speak with Mr. [redacted] about any of the issues and were told to deal with their insurance company and a salesman named "[redacted]" of whom has never contacted me. We would like compensation for the deductible that we have had to pay from our insurance, lost wages for 1 day, a few of my children's belongings that were in the car, a refund of the brake control they installed, as we will have to replace this elsewhere on a new vehicle, and an apology, of which we have yet to get.

Business

Response:

When we spoke with Mrs. [redacted] on January 11th she insisted that she wanted to speak with Mr. Wagner and was told that Mr. Wagner was out of town on business for the entire week. Mrs. [redacted] had not yet met with her insurance company and we asked that her insurance company contact us so that we could put her insurance company in touch with our insurance company. Mrs. [redacted] was understandably very upset, after all this was within hours after she woke up to something that could have been more tragic than it was. There was nothing we could say to Mrs. [redacted] at that point in time that could satisfy her. Our Sales Manager, [redacted], called and spoke with Mr. [redacted] a couple days later and was told by Mr. [redacted] that they were not asking us for anything, but that he wanted to put us on notice that their insurance company would be contacting us. [redacted] thanked Mr. [redacted] for the information and said that we would wait for the insurance company to call.Mr. [redacted] arrived at the store on Monday, January 18th to drop off pictures, the police report, and a two page letter to the company that asked Wagner’s RV to compensate them for damages. Mr. Wagner returned to the store Monday afternoon, reviewed the information that was dropped off and directed [redacted] to follow up with Mr. [redacted]. Mr. Wagner delegates customer matters to [redacted] who is a long-term employee and manager, and is easily reached at the store. On Tuesday morning [redacted] called Mr. [redacted] to clarify that the insurance company was going to follow up with us, because the letter that Mr. [redacted] dropped off did not seem to be consistent with the conversation that he had with Mr. [redacted] the previous week. Mr. [redacted] stated that they had deductibles, missed work and incurred other expenses that he felt Wagner’s RV should reimburse them for without allowing the insurance companies to follow the procedures that insurance companies require. [redacted] explained that we could not bypass our insurance company, but we would call the agent right away without waiting for their insurance company to contact us first.Immediately after [redacted] spoke with Mr. [redacted] on the 19th we contacted our insurance agent and provided a copy of the information to the agent. The agent called Mrs. [redacted] on the 20th to let her know that he would be communicating with the insurance company and to ask for additional information (including the name of their insurance company as we had still not heard from them). We believe that the insurance company will follow up with due diligence.Although Wagner’s RV empathizes with Mrs. [redacted], we cannot simply write a check when an insurance policy is in place. We have insurance coverage to protect our customers in the event one of our employees made a mistake. The insurance company requires that we notify them and allow the adjusters to determine the cause of the casualty, because if they determine that Wagner’s RV is at fault Mr. and Mrs. [redacted] will be compensated for all of the items that they list in the letter. At this point, the only determination of fault has been by Mr. and Mrs. [redacted] who are not automotive wiring experts. They are not taking into consideration that a road hazard or snow/ice chunk could have disturbed wiring below the vehicle causing the wiring that worked fine for 18 months to suddenly short out and start a fire. Even though brake controls have breakers, fuses, and other protective devices included in the components, it is possible that something malfunctioned. In all of our years of business we have not heard about or experienced a break control causing a fire in any customer vehicle, but it’s possible that this is a first. If Wagner’s RV is determined to be at fault we will make sure that Mr. and Mrs. [redacted] are reimbursed for the expenses listed in the letter, however, we ask that the adjusters are permitted to do their job.[redacted]Wagner's RV Center, Inc.920-434-2380 (phone)920-676-7903 (cell)

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

There are several inconsistencies in this response. Let me start by setting an accurate timeline of events. As I believe this is important to set straight due to the fact the business’ response was not accurate.

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Description: Recreational Vehicles - Dealers, Recreational Vehicles - Equipment, Parts, Supplies, Trailers - Camping & Travel, Recreational Vehicles - Repair & Service, Campers - Dealers

Address: 1751 Wildwood Dr, Suamico, Wisconsin, United States, 54173-8418

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