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Western Trailer & RV

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Western Trailer & RV Reviews (1)

Purchased a 2015, [redacted] in July 2014 from Ontario. In April 2015 we noticed the front end was rippled. [redacted] and the dealership we purchased it from advised us to take it to a locally approved [redacted] dealer for warranty work. We were referred to Western Trailer and RV,as [redacted] was not satisfied with the quote for work from the Regina dealership.In June 2015, we attended Western Trailer and RV who committed to doing the work. After several delays with ordering parts, it was agreed we would bring the camper to them in Oct for completion of the work. We were advised they had all the parts.In April 2016, we were notified they would be starting the work with completion by May long weekend. Stopped in the dealership at Easter, they apologized for the delay assured it would be done. Then more issues, parts dropped, need to reorder so camper not done.In June advised new parts were here - 2 hours of work it would be done and we would have it before June 24th.We attended the dealership on 22nd, camper in pieces, work not done. They offer us another trailer to cover that week we required one for a family reunion. Throughout these 8 months we continue to contact [redacted]. Reassured all work will be covered under warranty, not sure what the delays are in getting the work done. They can only continue to follow up with [redacted], manager at the dealership.June 29th, [redacted] advises they talked to the dealership, they will be taking it into the bay on July 6 for completion of work.July 6th speak to Western again, promise it will be done on July 8th. We ask them what they want done with their trailer that we still have. Advise they will get back to us.July 11, 12, 13 left messages at Western. No response to date. On July 12th , [redacted] advises there is more damage. No further details available. We have left multiple messages for mgn at [redacted] and Western on the status of camper, warranty work.[redacted]Desired SettlementWe would like the dealership to advise of the status of our camper as well as the what they want done with their camper. We want our camper repaired immediately with an extended warranty. Failure to do so replace with a new camper or through [redacted] refund our money.[redacted]Business Response The customer was made aware at the time the RV was dropped off that we did not currently have a facility to perform the repair. Our shop was ready for use at the beginning of February. The parts supplied by the manufacturer were incomplete and several orders had to be made to fulfill all the requirements of the repair. During this time we had some personnel issues that set the repair back again. Once the repair was not completed on the specified timeline our dealership arranged the use of a RV at no cost to the customer until the repairs were completed. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)We originally took the camper to the dealership in June 2015. At that time we were told they were ordering parts. Over the summer [redacted] identified that parts weren't ordered, dealership finally advised in August that they didn't know how to order the parts and had to go for training. When we dropped if off in Oct they advised they were looking for a new facility. [redacted] advised they had the parts.In April when they started the work the original date to be done was by may long. Dealership told us they dropped the parts and had to order more. In June more parts arrive told us 2 hours of work left, we see the camper and it is in pieces and ceiling panels still damaged. We were given a camper June 22 to use for 1 week. Spoke to dealership on July 4 and asked what they wanted done with this camper. Advised they would get back to us including coming to pick up. Advised our camper would be done July 8. At no time were we advised we. Could use this camper beyond that date plus we missed camping from may long till June 24. I phoned dealership in July 11' 12, and 13 trying to get status in our camper and what to do with their camper. They did not return our call. [redacted] advised us the dealership ordered more parts July 12 and again this past week. Never has anyone said parts were defective, never have we been offered a camper to use from may onwards with the exception of June 24 till July 3. Final Consumer Response [redacted] I attended the dealership on August 2 at noon (I needed a cord for our coolertron and was in Moose Jaw for work). I didn't know [redacted] from Western had sent an email that morning saying the repairs were done but the trailer needed to be cleaned and he would provide an update. When I went through the camper to look for the cord, I noted yep the trailer was fithly, several items that we had previously noted had not been fixed e.g. MP3 player had not been replaced, trim on counter top was still loose and cupboard above sink come sopen when travelling (we have a child lock on it to hold it close). [redacted] indicated he knew nothing about those and would be calling[redacted]. I also asked him about the camper that they lent us and authorization from them to use it beyond the 1 week in June. He indicated yes we could continue to use it and asked whether [redacted] , the General Manager had called me back (when I phoned on July 11, 12 and 13th prior to filing the complaint). I advised him no one called us. He apologized. I followed up with an email to [redacted] and phone call asking what was going on with these other repairs, plus wanting in writing what warranty coverage do we still have once we pick up the camper and the items repaired, compensation for not being able to use our camper etc. Wes emailed Aug 8th, indicating they still had to put the front decal on the camper and that was scheduled to be completed Aug 10th. He would contact when it was done. I asked again about the other repairs and the status. He did not and has not responded again. On Aug 10th, [redacted] emailed suggesting we pick up the camper and then bring it back again to finish the repairs. They were following up with Western to send a new authorization for the outstanding items, then parts would be sent. I indicated that was not our preference as time/cost to us (we take their camper back, pick up ours, then have to take it back again). [redacted] emailed on Monday August 15th, advising we will continue to have warranty on items repaired but I should also find out from the dealership what their warranty on their work is. They did not indicate how long the warranty would remain, nor did they answer any of my other questions posed to them over that last few weeks. No update on the outstanding repairs.I responded to the email on Monday wanting these answers and reconfirming we are not picking up this camper till it is done and I know what we will be covered for and compensation. So the short version - camper is still in Moose Jaw, not all reparis completed and waiting for information from [redacted]e re warranty, compensation etc. I will call wes re their warranty but won't do that till I know the other repairs are getting done. [redacted]

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Description: Trailers - Camping & Travel

Address: 1708 Main Street N., Moose Jaw, Saskatchewan, Canada, S6J 1L4

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