Arbutus RV & Marine Sales Ltd - NANAIMO

I went to Arbutus RV not knowing what to expect. I’m always worried about purchasing and pressure from sales people but this experience was amazing! Karen met me on the front step and showed me the trailer that I wanted to see. It wasn’t exactly what I expected when seeing it in person so she showed me a different one that she thought I’d like and it was absolutely perfect for me! There was never any pressure, Karen was full of information walked me through everything step-by-step, answered all of my questions with a smile and made me feel comfortable before I decided to purchase it. Even after I purchased it and it was on the lot until I was able to bring my truck to get fitted with the sway bars, she continued to assist me with my questions via text or telephone whenever I needed more info. I would recommend Arbutus RV and have already recommended them to several people and told them to go see Karen! Thank you for making my experience with buying my first big trailer an amazing one!!!

We had a fantastic experience dealing with the Sidney Arbutus RV location. We worked with K.C. and couldn't ask for better service. She was helpful with our initial search for a travel trailer, and kept us up to date throughout the entire process once we had decided on the perfect trailer for us.

Great RV sales place.. Great customer care with the folks taking ample time to explain things... so good in fact I placed my order for my new RV for spring delivery! So excited!

Absolutely horrible place. Came close to buying an RV I saw on their website but after dealing with them and seeing their shady tactics immediately declined. I dodged a bullet for sure. Apparently the company owners don't even look at the reviews or care about them because nothing is being done to change things

This had to be the worst & most painful company I’ve ever dealt with! Bought a brand new RV! And let me warn you, once you drive off that lot, you’re not worth their time anymore, no matter how much insurance or warranty you bought! I had to literally walk in there not once, but 3x for help! with my child, in tears, because we were cold at night, Our battery wouldn’t hold power! This was days after having the trailer delivered! After the 3rd time, Colin finally offered to come over on his own time! They failed to mention me coming there 3x in tears and frustrated and tried stating it was out of goodwill on the work order written months after?I wasn’t letting down! I’m sure a single mother in tears with a brand new trailer also didn’t look good on the business! After he did the work, I didn’t get any receipts or records of his work! Until 2 months later when I needed for insurance! As my tap malfunctioned! December I had my awning completely tear off the side of my trailer after pushing the button to close it, I called Arbutus and I was connected with service, I was texting the service technician and he told me he would deal with it the next morning, this was December 23 after the holidays I went back into Arbutus January 4 approximately, i hadn’t heard anything yet, and nobody knew whom I was speaking with I gave them the phone number I was texting! and still nobody knew who I was texting! So I called the number and asked, turns out the guy had quit!! and nobody knew about his customers or anything, I went and told Colin this and he told me to call ICBC and report it, I said I bought warranty, why did I buy warranty? he said it was weather related! I told him I just finished explaining the story to you and I pushed the button it has nothing to do with weather! long story short we had one of there technicians come and look at it! and I was right it was from the button, lights popped out, which caused the arm to pop and tear the fabric off, it wasn’t from the weather! Yet still nothing has been done till this day or I have not been contacted about it. Also beware Colin said that “an awning is not for rain” even though on my tour I was told awning arm bend to let rain roll off “it’s for shade only” so make sure you be careful if you do buy a trailer there! make sure you do ask that question. I called Colin January 19th desperate and asked for help my trailer had flooded from one end to another mind you I had this call on record he said there was nothing that they could do, and all I should do was replace the tap in trailer! It had literally been flooding for two days, gone away for my birthday and nothing they could do to help me, not even guidance to call insurance to call an estimator to call a company anything no help just a simply replace the tap! Are you kidding me!?? After asking the company for my records of everything they’ve done on the trailer since I bought it, they lied tremendously on their work reports, I questioned every single one of their false statements, with no reply back I’ve even contacted the Manager of the company and have heard nothing back from them this is now March and this happened January 19th 2022 I was hoping to deal with the Manager on this horrible experience, as one should! Therefore if there was a star lower than 1 you guys would certainly get it!

Arbutus is an official service center for RPOD on the Island. After having some issues with the trailer that was bought brand new on the mainland I was directed to Arbutus by Forest River. I presented a list of deficiencies as was advised that some parts would be needed. Haven't heard from them for three months so phoned to followup. Now it has been a year, nothing's been done and the warranty expired. I was told by the tech that I shouldn't bother and do the repairs myself.

Recently purchased a travel trailer at this location from the Finance Manager Lana McAlpine. Had amazing service, and Lana and Colin were extremely helpful and care so much about their customers. They spent time to find just the right trailer for us, and really bent over backwards to make sure we were happy. Thanks guys!

They failed to 'notice' something that was on the inspection report. I gave them the benefit of the doubt at first, but we got the inspection report from them and it was clearly marked as needing repair. Unless you like holes in your muffler/exhaust and dishonesty, you might want to look elsewhere.

Thanks Jim and Lana. We had a great experience, Jim was patient picking out an RV that was right for our family. The delivery was great, walked us through the whole RV, showed us all the equipment and a full safety check. Great experience overall.

Debbie Hartz of Arbutus in Mill Bay is a true example of what customer service should be. About a week and a half before Christmas 2020, in the middle of Covid, Debbie responded to my desperate situation with evident empathy. She worked hard to find me a unit that fit my needs and budget. After hours, on the evening that Arbutus closed for the holidays, I signed the papers for my new home. It was the best Christmas present I could ever hope for. A huge weight had been lifted. I was overwhelmed with emotion as was Debbie. She even gave me a house warming gift. I still share my journey in this RV lifestyle with her. She always answers my calls and texts even months after the sale. Debbie is people and detail-oriented and wears her heart on her sleeve. She listens to her customers needs and works tirelessly to fulfill them. Her experience and knowledge is vast and firsthand as she not only sells RV’s, she lives in one. Arbutus in Mill Bay has a valuable asset with Debbie Hartz on their sales team. Thank you so much for all your hard work during my time of need. I am forever grateful.

Directions to Arbutus RV & Marine Sales Ltd - NANAIMO with public transportation

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