ComplaintsforHolman Motors, Inc.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We were in the market for a used RV. We saw one listed as "For Sale" both on RVTrader.com and the Holman RV website. I called to inquire about this specific RV. I then actually spoke to the salesman who had just taken this RV in on trade for a new unit. Was told the trade-in had not even arrived on the dealer lot yet and we had arrangements made with the salesman who worked the trade, and was assured we would be Facetimed as soon as the RV arrived. And I specifically told him we would put a deposit on it to hold it prior to that, and would buy the unit as long as it was even in fair condition. But we were a cash buyer, and were told that they had no way of placing any sort of hold or reserving any unit that had not arrived at the dealership, no matter what. We had already arranged to drive 7 hrs to pick up the RV this weekend. We were called today and informed that the RV in fact showed up a day early, the trade-in was made, and the RV was already sold to another person by another salesman and out from under us. And we were told this was all because the other deal included their buyer securing financing. And apparently a "financed" deal and a buyer filling out a credit app is allowed to reserve campers that aren't on the lot and hold one, and jumps all other people who may have already committed to the RV or were rightfully ahead of them in the queue for any given camper that were cash buyers. A very shady and dishonest way of doing business, and definitely a bad look and terrible experience from a buyer ready and willing to pay cash...and who was told they had the first queue position on a specific camper verbally. If you need financing, then by all means they'll likely take care of you since it nets them more revenue. If you are a cash buyer that is ready to purchase, the things we were told turned out not to be true and the unit was sold out from under us.

  

  Business response

  03/14/2024

  We are very focused on customer satisfaction and try to look out for our customers welfare. Holman Motors has a policy to not hold vehicles for a customer that has a contingency such as an inspection.  The only way we put a temporary hold on a vehicle is when a customer is in route to see the vehicle.  Pre-Owned RVs vary greatly in condition and need to be personally inspected by the buyer. We are sorry if this person feels this was sold out from under them but as mentioned we do not hold vehicles and all units are a first come first service basis.   

  Customer response

  03/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  The dealership states that they do not allow any holds on units pending inspection and that units are on a first come, first served basis.  However that is not what we were explicitly told by the dealership.  We were informed that those buyers who filed a credit application could put holds on units. Prior to the unit even arriving on the dealers lot.  In effect, jumping ahead of cash buyers who needed no credit application.  It is a dishonest and unfair business practice to list units in inventory and even assign them Stock Numbers and post them on the website as For Sale, when they actually have not even arrived at the dealership yet and have never been in the possession of the dealership.  You are advertising a unit for sale that, at that moment, cannot even be purchased or inspected for purchase by a cash buyer.  
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  06/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Several months ago, my wife and I purchased a 19' **** travel trailer from Holman Motors. At the time, we were quite happy with the purchase, although we identified some repairs that needed to be made before we actually took delivery of the unit. When we did finally take delivery, we noticed that the repairs we identified to the sales associate still were not complete: The entry door still was not closing correctly, and a piece of glass that was in a cabinet above the bed was still cracked. Nonetheless, we had a camping trip lined up in the next week and didn't have time to leave the camper at the dealership for repairs. Some time after our trip, we brought the camper back for repairs (all covered under warranty). In addition to those two pre-existing issues, while we were camping (the one and only time we've had a chance to camp in it) we noticed at least three other issues: (1) When the water lines were pressurized (the water pump turned on), there was a leak underneath the camper, coming out from behind the plastic seal that covers the underbelly. (2) The plastic cover to the heater had broken or fallen off. (3) A dome light above the bed was cracked. Our camper has now been in service at Holman for going on two months, unusable, and as of this date, still is in service. After so much time and frustration, and so many missed opportunities, we now feel quite unhappy with this purchase, the apparent low quality of the unit, how long repairs have taken, and how many camping trips we've had to cancel or postpone because of these issues. Several of these issues should've been fixed before we took delivery of the camper, which speaks to the general lack of quality control when these campers are delivered (or lack of attention to detail by the sales or service associates). But overall, the quality of the unit, and our overall experience with service, has left us feeling extremely disappointed.

  

  Business response

  06/13/2022

  we are sorry they experienced the issues they have had with the camper.  

  Here is our timeline from our records with regards to the customer concern voiced to BBB.

  Took delivery of new RV  1/6/22.  Returned for service 3/30/22 with 6 MANUFACTURE DEFECTS. 4 REPAIRS MADE, 1 COULD NOT DUPLICATE  1 PART ON ORDER, CUSTOMER TO RETURN WHEN PART COMES IN. CABINET DOOR. WORK COMPLETED 4/22/22.
  

  We understand it is not ideal that all the repairs were not completed.  In this period after Covid supply chains are stretched thin and all industries are seeing delays in parts for all sorts of things.  The part that needs replaced is not a part that will stop the customer from camping or make the camper unusable.  As soon as the cabinet door comes in, we will get it installed quickly and if that is all we need to do at that time to the camper we may even be able to complete the repair while they wait.

  Customer response

  06/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  My wife and I have long since determined that this camper--advertised and sold to us as much more high-quality than typical campers--has been a major disappointment, as has the service at Holman, supply chain issues or not.  We request nothing less than a full and complete refund.
  
  
  **** ******
  

  

  Business response

  06/27/2022

  We are sorry that The Warrens are not happy with our response.  They were told they could use the camper while we were waiting for a cabinet door.  The camper has been repaired and ready for pickup.    The problems with the camper do not qualify for a repurchase.

  Eric Holman

  Customer response

  06/28/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  We requested a repurchase—to return the RV.  The owner denied our request and has so far only offered hollow apologies.

  
  Regards,
  
  **** ******

   

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a brand new camper 90 day warranty from Holmans one-year warranty from manufacture and a five year warranty for a park model option which means they cover everything I have had several leaks and several issues and cannot get Holmans to cover or fix anything they send someone out and give me an excuse as to why they cannot fix it will not recommend will never buy from them again and will be seeing them in court if they don’t get it resolved.

  

  Business response

  02/23/2022

  Mrs. **** did contact our service department soon after the ice storm we had here in the Cincinnati area.  She mentioned that she did have water leaking at the slide out and wanted us to come out and repair the camper at her location because she is living in the camper.  We asked that Mrs. **** first remove the ice from the slide out room roof and after she had that accomplished to call us back and let us know when the roof was clear.  The mobile technician does not clear the roof and charges for a service call each time he has to come out to the camper.  Trying to make sure that Mrs. **** did not have any unnecessary charges and the technician come out only to tell her he cannot see where the leak is coming from due to the ice on the roof of the slide out and camper.  I can understand Mrs. **** frustration with water leaking in the camper however these units are not meant to have the slides open during an ice storm.  These seals are designed to keep rain out not Ice and that is the weather we were dealing with most recently.  Ice acts differently than just rain and that makes it very challenging for the seals to keep the water out since the bottom melts first while the top holds the seal up allowing the water to come in side the camper.  This is not what the seals are designed to work for and do fail when put in this situation.  We have not been told buy Mrs. **** that the ice was removed and she was ready for us to send someone out to the camper to inspect where the water was coming from to get inside the camper.  Since she had not called back, we assumed when the ice was removed from the roof the leak stopped and the camper did not have a leak any longer.  Now not all repairs to campers can be made in the field some do require that the travel trailer be brought back to the dealership to get the necessary repairs completed properly.  While there are a lot of things that can be done in the field and her extended service policy will pay for those things to be repaired.  There may be some items the camper would have to be brought back to a service facility to get repaired.  With out inspecting the camper I could not tell you whether this camper could or could not be repaired in the field.  If you are still having an issue you need to contact the service department so that we can make arrangements to get the concerns corrected for you.
  
  Thank you,
  Luke H

  

  Business response

  02/23/2022

  Mrs* **** did contact our service department soon after the ice storm we had here in the Cincinnati area.  She mentioned that she did have water leaking at the slide out and wanted us to come out and repair the camper at her location because she is living in the camper.  We asked that Mrs. **** first remove the ice from the slide out room roof and after she had that accomplished to call us back and let us know when the roof was clear.  The mobile technician does not clear the roof and charges for a service call each time he has to come out to the camper.  Trying to make sure that Mrs. **** did not have any unnecessary charges and the technician come out only to tell her he cannot see where the leak is coming from due to the ice on the roof of the slide out and camper.  I can understand Mrs. **** frustration with water leaking in the camper however these units are not meant to have the slides open during an ice storm.  These seals are designed to keep rain out not Ice and that is the weather we were dealing with most recently.  Ice acts differently than just rain and that makes it very challenging for the seals to keep the water out since the bottom melts first while the top holds the seal up allowing the water to come in side the camper.  This is not what the seals are designed to work for and do fail when put in this situation.  We have not been told buy Mrs. **** that the ice was removed and she was ready for us to send someone out to the camper to inspect where the water was coming from to get inside the camper.  Since she had not called back, we assumed when the ice was removed from the roof the leak stopped and the camper did not have a leak any longer.  Now not all repairs to campers can be made in the field some do require that the travel trailer be brought back to the dealership to get the necessary repairs completed properly.  While there are a lot of things that can be done in the field and her extended service policy will pay for those things to be repaired.  There may be some items the camper would have to be brought back to a service facility to get repaired.  With out inspecting the camper I could not tell you whether this camper could or could not be repaired in the field.  If you are still having an issue you need to contact the service department so that we can make arrangements to get the concerns corrected for you.
  
  Thank you,
  Luke H

  

  Business response

  03/31/2022

  So far, we have done everything we can for Mrs. ****.  We have gone above and beyond what the manufacturers warranty requires the dealer to do for Mrs. ****.  We have offered to come get the camper to make the repairs here at the dealership that she has requested.  When we called to schedule this with her again, she requested that we have an outside company that does mobile repair to come and make the repairs.  We did accommodate Mrs. ****’s request, and had the outside company go back out to the camper and see if they are capable of addressing the customers concerns.  I have been notified that the company has already come back out and applied more sealant to the customer’s roof.  None of these items are covered under warranty and Mrs. **** has not been sent one bill for these expensive repairs so far.  Mrs. **** is welcome to continue with the outside company that does the service calls however Keystone does not cover that portion of the repair bill.  It is clearly stated in her warranty that all repairs are to be done a dealers’ facility and they are not responsible to go to a customer’s unit and make any repair at a site other then a dealerships service facility.  It is the customers responsibility to get the camper to the facility and like all other items that have to be brought in for service that yes, the camper will be down for a period of time to make those repairs.  In the instance of setting the camper up after it is returning to a campsite that is the customers responsibility as well a delivery driver is just that someone that is going to deliver the camper back to you in the event you do not have a truck to transport the camper.  This is also not included in the warranty from the manufacturer that the customer would be responsible for if they do choose to have the camper brought back to the dealership for repairs.  These are all responsibilities of the customer are listed in their owner’s manual and explained clearly for the customer.  If the customer has a question about those responsibilities, then those questions should be directed towards the manufacturer of the unit.  Holman Motors is a repair facility that is capable of making these repairs to the camper when it is brought back to the dealership for those repairs.  We are not capable at this time to make these repairs in the field and are not required buy the manufacturer to do so either.  Sealants and other maintenance items are things the customer will be required to do continually to their camper for as long as they own the camper.  This can be something that needs to happen as often as monthly but the manufacturer lets reminds you that it must be addressed no more than every 6 months.  That does not mean that it is a covered issue if it needs to be reapplied earlier.  These are just guidelines and it is up to the customer to maintain their camper at all times.  I cannot continue to send out an outside company to Mrs. **** without her paying for the service call portion and any of the bill that is not covered by the factory.  These are items that she would be responsible for and need to pay the technician that comes to do the work at here site.  We are happy to submit any other issues to the factory for warranty authorization but most repairs must be authorized before they will allow them to be repaired.  This usually takes multiple trips for a mobile tech to do and that is why we don’t like to use them in the field.  The warranty period is supposed to be done at the dealership whether it is convenient or not for the customer that is just the rules set forth by the manufacturer.  We as a dealer must abide by them to get paid for the repairs that are requested to be addressed by any customer.  If we don’t follow those rules, we don’t get paid for the work that is performed.  I understand this may be inconvenient for Mrs. **** but Holman Motors does not make the rules we are merely following the rules set forth by the manufacturer.

  

  Business response

  03/31/2022

  So far, we have done everything we can for Mrs. ****.  We have gone above and beyond what the manufacturers warranty requires the dealer to do for Mrs. ****.  We have offered to come get the camper to make the repairs here at the dealership that she has requested.  When we called to schedule this with her again, she requested that we have an outside company that does mobile repair to come and make the repairs.  We did accommodate Mrs. ****’s request, and had the outside company go back out to the camper and see if they are capable of addressing the customers concerns.  I have been notified that the company has already come back out and applied more sealant to the customer’s roof.  None of these items are covered under warranty and Mrs. **** has not been sent one bill for these expensive repairs so far.  Mrs. **** is welcome to continue with the outside company that does the service calls however Keystone does not cover that portion of the repair bill.  It is clearly stated in her warranty that all repairs are to be done a dealers’ facility and they are not responsible to go to a customer’s unit and make any repair at a site other then a dealerships service facility.  It is the customers responsibility to get the camper to the facility and like all other items that have to be brought in for service that yes, the camper will be down for a period of time to make those repairs.  In the instance of setting the camper up after it is returning to a campsite that is the customers responsibility as well a delivery driver is just that someone that is going to deliver the camper back to you in the event you do not have a truck to transport the camper.  This is also not included in the warranty from the manufacturer that the customer would be responsible for if they do choose to have the camper brought back to the dealership for repairs.  These are all responsibilities of the customer are listed in their owner’s manual and explained clearly for the customer.  If the customer has a question about those responsibilities, then those questions should be directed towards the manufacturer of the unit.  Holman Motors is a repair facility that is capable of making these repairs to the camper when it is brought back to the dealership for those repairs.  We are not capable at this time to make these repairs in the field and are not required buy the manufacturer to do so either.  Sealants and other maintenance items are things the customer will be required to do continually to their camper for as long as they own the camper.  This can be something that needs to happen as often as monthly but the manufacturer lets reminds you that it must be addressed no more than every 6 months.  That does not mean that it is a covered issue if it needs to be reapplied earlier.  These are just guidelines and it is up to the customer to maintain their camper at all times.  I cannot continue to send out an outside company to Mrs. **** without her paying for the service call portion and any of the bill that is not covered by the factory.  These are items that she would be responsible for and need to pay the technician that comes to do the work at here site.  We are happy to submit any other issues to the factory for warranty authorization but most repairs must be authorized before they will allow them to be repaired.  This usually takes multiple trips for a mobile tech to do and that is why we don’t like to use them in the field.  The warranty period is supposed to be done at the dealership whether it is convenient or not for the customer that is just the rules set forth by the manufacturer.  We as a dealer must abide by them to get paid for the repairs that are requested to be addressed by any customer.  If we don’t follow those rules, we don’t get paid for the work that is performed.  I understand this may be inconvenient for Mrs. **** but Holman Motors does not make the rules we are merely following the rules set forth by the manufacturer.

  Customer response

  04/26/2022

  **** ***** ******** ******* ** ****** ******** 
  
  please let me start by saying that they did send Champ T out and I am waiting for it to rain to see if the camper leaks again however the accusations that he makes above are completely false and now that I am out of my mind 90 day window with Holmen because they postponed everything for so long I am in the manufactures warranty now but it is Holmans that sent camp tech out every time gave me the number to call and told me to call them until this message I did not even know that camp tag was not a part of Holmans I will respond again it is supposed to rain this evening not just a sprinkle a good rain and let you know if the repairs done to the several cracks that they found  have been fixed I did ask Champ T for pictures of what they took and he has not given them to me I will ask again but he showed me on his phone there were several cracks. I paid a lot of extra money to have the park model warranty since I did not have a way to transport the camper and I was told and it does state in my documents that they will come pick the camper up for any repairs needed so for him to say they’ve gone above and beyond and are doing me a favor I disagree with the job would’ve been done correctly from the get go we wouldn’t be here today. I’ll send a second email with pictures of all my warranties and text messages of communication
  
  Regards,
  
  ********* ****
  **** ***** ********* ******* **
  Repairs have been completed thank you for all your help
  

  Customer response

  04/26/2022

  Date Sent: 4/2/2022 7:46:09 AM
  Better Business 
  
  please let me start by saying that they did send Champ T out and I am waiting for it to rain to see if the camper leaks again however the accusations that he makes above are completely false and now that I am out of my mind 90 day window with Holmen because they postponed everything for so long I am in the manufactures warranty now but it is Holmans that sent camp tech out every time gave me the number to call and told me to call them until this message I did not even know that camp tag was not a part of Holmans I will respond again it is supposed to rain this evening not just a sprinkle a good rain and let you know if the repairs done to the several cracks that they found  have been fixed I did ask Champ Teck for pictures of what they took and he has not given them to me I will ask again but he showed me on his phone there were several cracks. I paid a lot of extra money to have the park model warranty since I did not have a way to transport the camper and I was told and it does state in my documents that they will come pick the camper up for any repairs needed so for him to say they’ve gone above and beyond and are doing me a favor I disagree with the job would’ve been done correctly from the get go we wouldn’t be here today. I’ll send a second email with pictures of all my warranties and text messages of communication
  
  Regards,
  
  Christine ****
  
  **** ***** ********* ******* **
  Repairs have been completed thank you for all your help
  

*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. ↩