Arbutus RV & Marine Sales Ltd - COURTENAY

Fantastic! Casey was lovely, she sold us a Great Camper that we will love for years to come. Richard showed us how to use everything and as newbies he was patient and had a great sense of humour. Lastly Sam our finance gal, worked through all the paper work with ease. Thankyou for the great experience.

Took our unit in for some repairs. No communication on their part. It took over 3 weeks to repair a 10 hr job. They had the supplies in shop. Over priced for work done. Never will go back

KC and the rest of the guys at Arbutus Melville have been amazing. Even though our little RV only cost $6000 they treated us like we'd spent $100,000. Nothing was to much trouble. They took it down to Sydney to make the final walk round more local for us and those guys were just as amazing. Thanks again guys. You renewed our faith in customer service !

We lost the cover to our battery case on the weekend so stopped in and the parts guy was very helpful and friendly and got us on our way quickly, without charging for the piece. Thank you so much! I will definitely recommend you guys & use you for any future RV needs when in the area.

I am surprised this RV dealer doesn't show that it values customers by being able to schedule annual maintenance within a few months ahead. I was told they wouldn't be able to look at my RV for 3 months, and then they wanted to keep it overnight indefinitely, while they performed the routine caulking checks and wheel bearing repacking and brake check. I was also going to have them swap out my batteries and upgrade to LifePo Lithium his year. Arbutus Parts department had never heard of bluetooth technology built into batteries, but it's been around for a few years now and is a common feature in Battleborn, SOK, and Renogy lithium batteries, I can't wait months to do maintenance tasks and it's not a big enough job to warrant having my RV tied up at the shop for an indefinite period. I quickly found someone else who could perform the required work. And if all works out, they'll be my go-to shop instead of the dealer I bought my new RV from. Service and parts are both lacking at Arbutus RV and this should concern anyone looking to purchase an RV from them. Older: Other issue is going in for parts- I needed some light bulbs, so I expected the guy at the parts desk to look up the part number and get me the right bulbs, as is commonly done with automotive parts sales. The parts guy working the day I went in told me he couldn’t look up parts for the RV I bought from his store 2 years ago. Instead he told me I could go home and look up the part number and come back with it. I feel that parts look up and product knowledge are key to providing great customer service and I have edited my review to reflect this.

After selling our home to buy an RV and try out the “full time RV living” lifestyle, we were caught up in what seemed to be a bait & switch situation…….. We were told by Courtenay Arbutus RV a Solitude 380FL was on the way, they had one on the lot that was already spoken for, but we were able to have a look inside anyway, we decided this was the one we wanted and placed a deposit on the one that was coming in. After a 3 month wait we were informed our unit had arrived and could go have a look at it. Our 380FL became a completely different model that we had never even seen before. This alone was an incredibly heartbreaking situation, as we had spent months looking for the perfect RV home to live in - and ended up with absolutely no choice in our eventual unit, with only two weeks left before we had to vacate our home. We still wanted to give Courtenay Arbutus the benefit of the doubt over whether this was a terrible incompetence or deliberate deception - until they left us stranded just two weeks later at Seal Bay RV Resort, not even bothering to notify us that our scheduled move (which was part of our agreement when we bought the RV) and servicing ( booked well in advance) was cancelled, they just simply did not show up. We also ran out of propane 5 days after buying the unit, they said they filled both 30lbs tanks before they delivered it to our spot at Seal Bay for us, which they did not. We incurred the extra expense of having to hire a towing company to move us to our new spot at Cape Lazo RV Resort the next day, as well as paying for an extra night stay at Seal Bay. Since the day we accepted delivery of the “make-do unit”, we have been plagued with non stop issues (leaking pipes, malfunctioning toilet, and missing accessories to name a few) that Arbutus will not assist with. We finally got permission directly from the manufacturer of our 5th wheel to bring in another company to fix the non stop leaks that came with the unit as it is under warranty, and now the manufacturer is also trying to help us locate the missing accessories that they had already shipped from the US for our unit on Oct.15th 2021 (as of this writing it is November 16th 2021). They have not returned the manufacturers calls either. I could never in good conscience recommend Courtenay Arbutus RV dealership to anyone. Updated Dec. 14th 2021- We finally got a call from Arbutus RV informing us our 2 remote controls that were missing when we bought our unit can be picked up. They had them for a month before they called according to the tracking infor.

Absolutely terrible customer service. They will happily take your money for a new unit but the parts and service and any type of support after the sale is utterly non existent.

I bought my RV at Arbtus Coutenay then I had moved 3.5 hours away to where there was no one to do warranty repairs and called back for help and was treated terribly! I called to speak to the manager and he didn't even listen to me and he was very rude and put me on hold then transferred me to the service department without speaking to me any further. I felt that because I was a single female that they had zero respect for me. When it came time for me to sell my trailer 1.5 years later, one of the sales members' was going to charge me a 30% consignment fee and I received awful customer service. I gave him my address to mail out my consignement documents and he had my phone number but then I didnt hear back from him for weeks only to find out he was mailing my documents to an address from 1.5years ago!! He didnt call me back when he said he would so I looked up another, better place to consign my trailer. I had paid in full for my RV at Arbutus and as soon as I walked out the door, they didn't care about any of my trailer concerns and new potential buyers came first as they had told me they were too busy. Then, I found Oceanside RV consignment in Parksville and read the reviews. I called Oceanside RV and was in luck as Kody was going to help me. Right from the start, Kody was respectful and his customer service skills are some of THE BEST I've ever experienced! The flow of communication was seemless and he kept me updated with everything I needed to know. After only 4 days my trailer had a potential buyer!! Everything on my trailer had been kept up and was in excellent condition. Also Oceanside RV onsignment rate was excellent and MUCH less than the shotty Arbutus. Oceanside RV gave 100% respect towards me. The new owners have my lovely, well cared for RV that I sold to move, so I was willing to give a great price for the RV Kody is a superstar and a pillar of the North Island communities. He will put you and your needs first and confidently ensure you get only THE BEST service. Oceanside RV! This world needs more of you!