Western Rv Country

Western RV
BEWARE OF DECEPTIVE AND UNETHICAL SALES PRACTICES!

We have all been the victim of strangers one way or another and usually survive but when the culprits introduce themselves and smile at you under a recognized banner it is hard to forget.

Our dealings with the staff at Western RV in Airdrie was short and has turned out to be anything but sweet, in the end we feel as if we have been cheated by a fly by night vendor not a national RV chain, below is our story.

After a month of searching the private sector for a trailer we decided to peruse the dealerships counting on their reputations to serve us well, we had recently found a beautiful plot to downsize to and our dream was coming to fruition all we needed was an appropriate trailer to use as a tiny home for our exciting future.
At Western RV in Airdrie we found a 5th wheel that excited and suited us we found ourselves sitting in the office everyone smiling and seemingly sharing in our excitement when we said we wanted the Jayco Pinnacle listed at $69,000.00, we need delivery as we don’t have a transport vehicle.

Here is where Western RV really got involved as we had served our selves in the sales department..

To be fair we cannot complain too much about being the victim of the ‘hard sale’, after all sales is their business and Lanette Andreas the financial manager is a professional, she smiled with us and shared stories and expertly used our excitement while working her keyboard and here is where ethics and professionalism are put to the test.

The issue at hand is about an insurance policy by Global Insurance sold to us by Lanette Andreas but other events in the sales department described below that we previously chocked up to the hard sale and laughed off at the time but now in light of the way we have been treated are beyond suspect and raise ethical points we wish to warn other consumers about.

A high point of the hard sale was when Lanette Andreas the financial manager pulled out the Global Insurance brochure as a visual aid and asked while writing the number $5000 down “ do you know how much to replace the refrigerator??? $5000.00!!!,,, specialty RV etc. etc. complete fear mongering as she worked the sale, total 5 year coverage, replace everything, etc. etc. oh it’s only a few extra dollars in payments…. “

To cut a long story short we are now 4 months on our property using the 5th wheel as a tiny home and the heater stops working and we wish to make a claim and use the all encompassing Global policy.
We called the number on the brochure, the one Lanette Andreas wrote $5000.00 on and after being informed that we were not covered we reached out to Western RV confused.

After much time and back and forth on the phone and emails with Shirley Westerveld and Lanette Andreas and Cathee SanGregorio of Global insurance we were informed with certainty we were covered and waited eventually we received a call from one vendor, we explained our issue and waited and waited another month and no call back so we reach out again and were informed that he could not service us or our heater for 4 months, this being October in Canada it is not a service in any context.

We again reach out to Western RV and all involved are confused as to why we cannot get serviced more back and forth and eventually we are recommended canceling the policy.
We thought we were receiving advice and customer service from both western RV and Global insurance and the cancellation was a move in our best interest.

More months pass and we continually reach out to Western RV for the status of our refund, now everyone is passing the buck and start to not respond to emails, there was even a lost check(!?) at one point that suspiciously no one knew the amount of and finally in April we find out by contacting our bank that our refund is $1395.00 from a policy of over $3500!!! which we received no service on at all only the proverbial run around with wasted time and energy.

After complaining to Shirley Westerveld and Lanette Andreas we soon receive an email from their sales manager Brendon Urban informing us with all due respect, of course, that we were covered for 4 months before ‘we’ decided to cancel our policy and that we have been pro rated and that there will be no further compensation. Case closed.
Customer service at it’s best, no concern no compromise no effort to make it right just a big ‘gotcha’ and stop calling.

As evidenced by our email chain of months we never expected anything less than a full refund and this is where the deception and questionable business practices at Western RV cannot be denied.

Knowing we were expecting a full refund had either Shirley Westerveld or Lanette Andreas clearly told us at the beginning of our complaint (months ago) that we would not receive one or even try and explain why we didn’t deserve one it would not change our position that if we can’t get service there is not much point in insurance to cover that non service but we would not have been deceived and therefore felt cheated and be in a position to question Western RV business ethics.

However after months and the countless phone calls and emails when Brendon Urban the sale manager informed us he checked the facts he did not acknowledge our expectations or explain why no one was upfront with us for months which to this consumer exhibits deception and does confirm that someone was lying: either Shirley Westerveld and Lanette Andreas to their sales manager (?) or the three of them conspiring and lying to us the customer, either way their professionalism is suspect and the facts display we were deceived presumably with the hope that with time we would just go away.

We spent $69,000 on our unit and more in up sales with full disclosure as to where and how we would be using our unit all in good faith, we followed the recommendations to the smiling staff at Western RV and now we get treated like we are trying to play the system when they could have, should have at least tried to make it right a it was in their power to do so.

Disputes over refunds happen every day, we have all made questionable decisions and have been caught by the hard sale but this is not the only questionable ‘service’ we received at Western RV.

The Global insurance policy is what is at issue here however this combined with selling us a loss of payroll insurance policy for, over $6000. again: “ just a few extra dollars a month in payments” could have been a mistake, as it turned out that policy does/did not apply to a self employed person or a retiree, our status Lanette Andreas a ‘professional financial manager’ presumably licensed was fully aware of as she explained how rich and secure we actually are with the policy she tried to take a commission on while signing us up.

Being on a roll with the gullible marks high and excited about their new life sitting across from her she continued to try and sell us a rodent preventative product/service (?) for 17,,, 17 I asked? 17 dollars? , no she responded, busted $1700.00 she replied aware of our alarm she held up two fingers an inch apart “ do you know how small of a space a mouse can get through? , again: only a few dollars a month on your payment.
Uh gullible yes but no thanks!
It did not dawn on us in the moment to question and put Lanette Andreas on the spot as to how the $1700.00 would be applied to a trailer??!!

Is it illegal or unethical to try and up sale, no, Is it possible to make a mistake selling a policy that doesn’t apply, sure,
or one could surmise gouging or we’re not sure whats worse: negligence?
Whatever it was it was not in the customers best interest and these incidents combined are at the very least questionable.

We were not on the Western RV dealership property for even two hours including us serving ourselves, we found the unit without a sales rep, we didn’t ask for a reduction in price we happily paid for delivery, all smiles taking our money more smiles while up selling us, purported concern and assurances when the very first and consequently only problem we tried to address and then suddenly no returned calls and a firm and final worded email from a manager.

Evidently too bad for us nothing broke down in the first 30 days at our stationary site where Western RV delivered our unit so any and ALL moral and ethical responsibility is absolved by Western RV because of fine print.
Confusing about the deceit though(!?)

We accepted Western RV’s recommendation on canceling the policy and Global Insurance gets their fee and Western RV gets a full commission and we are charged more than $2000.00 for 4 months of non service. Talk about equity! Talk about customer service!

In hindsight the whole Global policy sold by Western RV is suspect, as the saying goes: If it sounds too good to be true,,,,, the way Western RV and Global Insurance work hand in hand is also suspect, concern really started to rise when we realized that we were not issued a check but it was issued to Western RV and they did their own math and applied what they thought was fair?!? Self regulation?

Curious that the non applicable payroll insurance policy we had to cancel issued the check to us?!

A 5 year complete replacement package on a 5 year old used unit paid in full at purchase, not one serial number of one appliance recorded, not even a manifest of components, imagine?!


All smiles are not sincere.

Please: BUYER BEWARE of DECEPTIVE and UNETHICAL SALES PRACTICES!

Stephen Tooby
Preeti Gahlot

We made our second purchase from Western RV Country, a pre-owned class A motorhome. After we took delivery, there was an unforeseen issue with the unit but Western RV Country stepped up and went above and beyond in making it right. We would like to acknowledge the great staff for their diligence and willingness to accommodate our needs! Mike and Deany in finance, Dean the service manager and of course, Johnny in sales who is a joy to deal with! He always treats us like family and has an awesome sense of humour (love that guy)! Thanks to you all!

The dealer in okotoks is a joke went in to buy a 85000k trailer had no problem with getting a salesman to tell me nothing g but lies when all down on paper it ended up to be 10000 more there finance guy is a arogant pick and they never call back waited over a week for a call back and never did said screw them best part is that it was a cash deal there loss

I had an issue that I believe was an issue with the dealership and not with the actual workmanship from the manufacturer. Even though there was a lapse in time that perhaps Western RV could have refused to deal with me over this, Mr Urban dealt with this and I am very satisfied with the outcome and with this dealership. So.. the big "thumbs up " to Mr Urban and a very warm "smiley face" to Shaun in the Service department ..

Purchased a $69,990 fifth wheel and was supposed to have delivery on June 1st only to have them tell me they damaged (dropped it)it the day before. So they got another same model and colour brought up for us only to find out that one also damaged in transport. Are you kidding me how careless can you be. The fifth wheel had to be delivered as we had no way of hauling it at the time (our camp ground or land was only 12 minutes away) delivery happened and didn't go very well the person that had delivered lowered the rear stabilizer bars prior to levelling the front so there for the rear bars calasped under the pressure. We also purchased onsite for our unit. Well as we had the unit the only on site we got was over the phone what a joke. The cable guy came to put our Tv box in the cable was not crimped nor was it hooked up properly it was all backwards and hooked to itself the cable guy couldn't stop laughing. I called the sales manager (Rob) only for him to tell him that he would resolve the issue even if he had to get the parts from another camper. So that was Saturday he did call back to tell me the service guy is removing the bats now and will be out tomorrow (Sunday Father's Day ) to put them on. I said awesome thank you. I called towards the late afternoon as we were leaving that day and he snapped at me saying its father day really is it that bad it's not an emergency well that's how you treat a customer. So then he had said the parts were coming from his shop and would be there Monday and promised they would be in my camper by Tuesday and that I did not have to be there for this to happen. Well that Friday I went to the camper still no stabilizer bars were replaced so I called my rep he said the parts are not even in WTF I called the sales manager and left message I'm still waiting in call DO NOT BUY from this company go elsewhere there customer service is next to none. But they can tell stories really well

Bought new 65k fifth in april 2015.
Darren Wells the GM boasted about thier service before and after sale. Pick up day the coach was filthy, main slide was slanted. Exterior cracked within two weeks. Shower leaked from beginning, you could see daylight from in side the unit looking down the wall where it meets the floor. Electric jacks busted. Went back to factory in US for winter. I was promised two new exterior walls from 2016, new jacks, bonus led tv. Bonus Onan generator for troubles. Went to pick up trailer yesterday after being in US. Trailer was filthy even after the General Sales Manager Darren Wells promised it would be cleaned and serviced just like a new unit. The living room slide was still not true and slanted meaning eating meals on an angle while sitting, things roll off the kitchen table. The RV tech told me I had to live with it because that's how those slides were. Are you kidding me? I left the trailer there and am taking them to court.

If anyone on here has paid a deposit and it was not given back to them after backing out. Call amvic and they will help you out. Weather it's a camper or a vehicle.

Ross and his Sales Assistant Laura helped us purchase a used 30 foot Wolf Pack Toy Hauler. They spent a lot of time going over their large inventory and found us exactly what we were looking for. When we picked up our RV we had no issues and the Service Department showed us exactly how to maintain and care for our RV. We've already enjoyed a trip to the West Coast. When we purchase our next RV we will be sure to call Ross and Laura!

Bought a bran new trailer, had to bring it back twice in 4 months for repairs. Now I have the slide out seal that is breaking apart and I called 3 times already, was told that the service manager would call me back 3 times and he never did. Dunno what to do anymore beside going there in person and start breaking legs.
Worst customer service ever, try to buy somewhere else if you can.

Friends of our were thrilled with their RV and service from Western and referred us to check them out. I don't know why Western RV has so many complaints. I guess more people take the time to give bad reviews than to give good ones!!! Lyle was our Sales person and he helped us find the right RV for our family. We didn't have the best credit but Lyle helped hook us up with the right financing person. When were went through the walk-through inspection everything was perfect. I recommend friends and family to purchase their new RV from Western RV :)

Go buy it form someone else. Don't even bother this place. I waited for a fridge replacement, cup holder, fixing the vent...... etc for over 3 months and find out they never ordered. Of course in the meantime, I called them so many times that they keep telling you it takes 6-8 weeks and that's why you have to be patient. Their inspection required you to leave your RV there for over a week. I need to go there again to leave my RV there again after the 1st inspection because one of the parts personnel resigned.

If you ask them about how many tires on the RV after you bought it, they will tell you to go count it. If you ask what is the size of the tires, they ask you to get it from the tires yourself. They don't even know a thing.

Do go buy it somewhere else. Never get it from them. You will never be able to find any help or replacement of anything

So I have a question my husband and I went too look at a trailer and we thought we had done our homework on the trailer and our financing and the amount of interest we could afford turns out we didn't do enough homework on it. We put a deposit on the trailer and then we signed a paper saying we were going too take it, not aware if we would be approved or what the interest rate would be. Anyways long story short they don't give us our deposit back. We can't comfortably afford a trailer with those high of payments with that interest rate they gave us so we backed out. Is that a legal binding contract or is their anything else they can do too us. Or all they can do is keep our deposit?

Talked to owner bruce urban about warranty that we have been waiting 9 months for!!! And this is the owner he said no one is ever 100 present happy with service or purchase... So he was done with us not giving any answers great job Bruce... Don't buy western once u own it they don't care at all!!!!

Wouldn't negotiate on the trailer, wouldn't negotiate on the PDI charge on a new trailer. Succumbed to pay their full pricing, then the day before we were supposed to collect the trailer, after numerous un-returned calls to see what was going on and to see if we were still good for the next day, we were told that as we weren't happy about paying their PDI charge, we can take our business elsewhere.

Now after reading their multiple one star reviews EVERYWHERE, I'm SO glad we didn't buy there. The funny thing is, in their email telling I should shop elsewhere, they said they have the best service both customer and vehicle, yet nearly ALL the reviews are about how terrible it is.

Need to wake up and smell the shit you're having, take note of all the negative reviews you're having and do something about it!

We went in and after several days of discussing prices, decided to purchase a motorhome for an agreed upon price of $79,000. We were asked by the sales manager when we wanted the rv as several things had to be done. The items agreed that they would do were replace a solid window with a broken seal, put in missing coach batteries with new ones, service the generator and ensure it worked and a full mechanical inspection. It was also agreed that we would split the coast of a wheel alignment. We decided we would pick up the coach the following Thursday or Friday. We signed the deal on a Thursday and the manager took it upon himself to take a $2500 deposit ( which I was aware of and signed but originally the deposit was to be $500). I called the following Monday to get the serial number to insure the coach and proceeded to book a campground for the weekend to test out our new coach with our grandson.

My husband was working in Airdrie all week and told me that as of Thursday evening that they had not moved the coach. We had taken it for a test drive and when my husband pRked huge coach it was crooked, that's how he new they hadn't moved it. On Friday morning I called to set a. Time to pick up. Our coach, only to be told that they had no idea we were picking it up and it wasn't ready.

I told the sales manager (Rob) that we had discussed this already, twice and if there was an issue they should have told us at the time we signed the papers. He called me a liar and stated we hadn't given him a pick up date. Hmmm, that's professional. We told them that this was our a binges and if thisisthewy. They treat their customers BEFORE they pick up their rv's, what would service be like AFTER.

They have decided to keep our $2500. My husband would like everyone to know that Western RV has taken $2500 from a 72 year old pensioner and his wife (who is on a medical disability)and could care less about us or anyone else. The owner called us and even tried to lay blame on the fabulous young man (he was new) that showed us the coach. His sales manager bullied his way in and took over the sale. I can't believe they would throw this nice young man under the bus.

Please everyone, do yourself a favour and take your business elsewhere. Western RV only care about profits, not people.

We originally came in to buy an RV for a set cash amount. We were given a salesperson who we were NOT comfortable dealing with even though we had asked for someone else. After choosing an RV we saw online , advertised with a full winter skirting package we asked the salesman if we could see the skirting. They said they were going to look for it as it must have been stored away. We offered them 1,000 less than the asking price, they denied our offer saying they don't accept lower than what is advertised. Then we said we would do 1,000 less without the winter skirting only for them to tell is there was no winter skirting either and they still would not take anything off the price. Frustrated and ready to leave we were waiting for them to finish discussing who knows what we walked outside to look at something else. My fiance went to walk into an rv and the stairs were covered in ice an he slipped and fell backwards onto the cement, slicing open his finger and badly hurting his back. All they were really concerned about was whether or not we were going to sue them and still didnt offer is reduction in price on anything. The products are cheaply made and over priced and they are untrustworthly , self righteous , crooks. Go somewhere else to buy an rv or anything related

Put a deposit down to transfer one of their units from Kelowna to Airdrie and was told that if we didn't like the trailer they would refund the deposit. Our salesperson wrote this statement down on the paperwork. Trailer came in damaged. Told that we could bring back in the fall to have it repaired. We passed on the trailer but were not refunded. They got our $1000 and didn't seem to care about our business. Also tried to charge for standard equipment ($299 spare tire). We Went to Bucars very happy. Better product and service and no surprise charges after.

Took my RV in for some very minor warranty work for paint blemishes. They mentioned that it could take a few days, to even a week or two. I'm going on 3 months now, have called several times, and have not yet got a return call; I finally spoke with Matt, one of the managers, and he said that they were just getting metal on order for it now!?!?!?! this is the absolute worst service I've ever heard of - don't buy anything here, don't get anything serviced here - at best, they are incompetent fools!

Bought a new RV back in Feburary, I still dont have it home. The service dept. to put it bluntly is crap. Look for your new RV somewhere else.