Business Profile

RV Dealers

Fraserway RV LP

Headquarters

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Pattern of Complaints

Complaints

This profile includes complaints for Fraserway RV LP's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

26 total complaints in the last 3 years.
9 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:02/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
No response to warranty issues.
Customer Answer
Date: 02/05/2024
Hi I have made several attempts to contact the seller but I have not gotten any response.I have left several messages and nothing. I have several issues with my RV that I have purchased the extended at site warranty that needs repaired. This unit can not be moved as it is a destination trailer. I have a 7 year warranty and they wont call me to get it fixed and I cant use it properly since last May 2023. I want the items repaired that I bought warranty for. The warranty was several thousand dollars.
Business Response
Date: 06/05/2024
**************, thank you for speaking with our Sales Manager today. We do apologize that we didn't return your call in a timely manner. We are in the middle of hiring for the season so we hope to be much more responsive! We understand that there is a plan in place, that you felt very comfortable with the talk and that you may wish to withdraw your complaint. We do thank you very much for giving us the opportunity to make things right again. Sincerely Fraserway RV
Customer Answer
Date: 16/05/2024

Complaint: 21652975

I am rejecting this response because:
still waiting for phone call to have repair person attend site. Was told I will get a call. That was a week ago. Still no call.Spoke with ****** and was told someone will call to set appointment. Still waiting.

Sincerely,

*********************
Business Response
Date: 17/05/2024
Hi **************, I'm sorry that you thought that Fraserway RV would be contacting you again. As your unit is no longer in the manufacturer's warranty, you will need to contact your Extended Warranty Provider: First Canadian. They can be reached at ************** (this number should be located on your Extended Warranty paperwork). First Canadian will be able to provide you with a list of mobile technicians who are closest to you so they can visit, diagnose the issues and submit the claim to First Canadian. Unfortunately, Fraserway RV does not offer mobile service so we're unable to help. We're glad that you have First Canadian coverage however and trust that they will address your concerns. Sincerely Fraserway RV
Initial Complaint
Date:24/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My name is *** *** my husband is *************.We purchased a 2022 ****** travel trailer from Fraserway RV in ******** BC in April 2023. It appears something happened in the trailer from the time we agreed to buy it and the time we went in to pick it up after they prepped it for us to pick it up.We took the trailer in for the before 90 day warranty fix **** They repaired a couple of minor things but if you look in the photos you will see the recliner has major issues on the left hand side. The footrest is obvious and the back right hand corner of the left recliner is sagged down. Something is obviously bent. It used to bind and click too but they seemed to have done something for that part.The blind behind the recliner doesnt work properly either. It had dirty hand prints all over it when we got it.Fraser Way Kamloops assured us this was all warranty among the other couple things that they did repair.After one servicing you can see in the photos that the service person didnt know how to close the stairs to the bedroom area and bent the door frame and the bottom of the door We have been fighting this for a year now and it is very frustrating.When we go in there they act like there never was a file made on our trailer and they know nothing about our trailer.We have taken the trailer in a couple of times cause they say they are ready to fix it then they say they have to order parts.We bring the trailer home to wait. Then after the three week wait for parts they again act like they have no files on our trailer.I know there has been management and staff turn over in this location but how does that make our files just disappear?Please help us get these items fixed up.Very Frustrated Fraserway RV Customers *** and *** ******************* Fort BC ************
Business Response
Date: 26/04/2024
Mrs. **** thank you for speaking with our Service Manager. He has been able to source a replacement sofa for you and apologizes for the delay. It took some time to track down the correct model for you. I believe that all of your concerns are being addressed and hope this will restore your trust in us. Sincerely Fraserway RV
Initial Complaint
Date:02/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have had various dealings with this RV lot. I purchased my trailer in July of 2023. There was manufacturing warrenty work that needed to be completed. As I well as some bogus protection spray that I paid at least 2000 extra for and now have gone almost a year with out. I constantly keep getting the run around from this lot. I even had my trailer there for 3 weeks and they said that they had addressed issues to which they have not. Broken pieces In the trailer which remain broken. Ive been told every single excuse under the book
Business Response
Date: 08/04/2024
******************, as we have shared with you the Paint & Fabric protection that you purchased was applied. However, as you are unhappy with the result, we will be refunding the payment and applying this to your loan with the bank. We are working on resolving the items you have identified to us with the manufacturer under their warranty and will complete this work as quickly as we can, understanding that we do not control the delivery of parts, but we do our best to expedite where we can. Sincerely Fraserway RV
Customer Answer
Date: 08/04/2024

Complaint: 21512021

I am rejecting this response because:

Shared with me? I have been asking about it since we took the trailer home It was never applied because you were waiting for a front exterior decal in order to apply it. It was only 3 days ago that you tried to claim that you applied said fabric and paint protection.The trailer was purchased in July you NEVER applied the paint protection. And if you did I would LOVE to see the work order. But even if you did have one Im sure it would just be a doctored one. I have yet to see this cheque or have proof that this was actually applied to the loan. You did not complete the work as quickly as you could. No one even ordered parts until February. And that was only after months of me hassling you guys. I kept getting every excuse under sun. Poor staffing, a surgery, this person was terrible at their job, that person didnt communicate. YOU GUYS ARE THE **** IN CUSTOMER SERVICE. I am the consumer and when I pay 50k for something Id hope to receive better customer service than what I have with you. You arent taking any blame for your poor customer service yet again, just blaming it on something else.

Sincerely,

***************************/ *********
Business Response
Date: 09/04/2024
******************, the Paint & Fabric has indeed been applied to your unit. To claim otherwise is to suggest that we are lying which is not behaviour we condone. The agreement to refund you for this work has only just been discussed and so we haven't yet had the opportunity to move forward with the refund and application to your loan. We do apologize that we have not been able to address this as quickly as you would like but hope that you appreciate that our refund is offered as part of our apology.; Sincerely Fraserway RV
Initial Complaint
Date:19/03/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Signed purchase: Nov 23rd 2023 Black Friday sale 2021 23ft Motorhome Day of signing: propane valve shot off, so they couldn't give us the unit right away. Was delivered 2 days later on Nov 25th.Black Friday sale had $1000.00 cash back, ********************* gas lit us into saying we didn't qualify, was getting finance agent to fix it. Nothing was done until I came in on Jan 2nd 2024. (After warranty refund was impossible)December 13th, we began moving items into the motorhome. We removed the mattress and found Black mold, I started pulling off panels, and have pictures and video of water damage and mold under the fridge/kitchen frame falling a part. Also mentioned to agent early on, but ignored and we agreed to deal with it after the money was dealt with. (This was when we were on good terms, until catching them in ****).I recorded via video and pictures for documentation of everything. Showing them multiple things as evidence. They hold no accountability and refuse to accommodate.If the unit did not have previous issues, we would be living in it not a problem. However, now they want us to pay for living arrangements as they fix it. Which could be however long, so we request they pay for accommodations while this is being completed.List of problems upon proper inspection (before using unit even once):- Black mold under mattress (back, passenger side)- Black mold (size of my forearm) under fridge, water stains on all the supports.- No bolts in passenger headlight (found out in March, when people kept highbeaming me)- Sewer Door was not installed properly - they replaced... with the wrong size (2 months still nothing)- Unit had dead batteries (after fighting, they reimbursed)- No maintenence logs / generator broke down after a couple uses. Fixed myself - more but running out of chars I audio recorded all interactions, wrote a review since sales/finance ***d multiple times. They ********** legal action.If this is not resolved, next steps commence.
Business Response
Date: 19/03/2024
We have requested repeatedly that you bring your unit in for our investigation so we can determine the extent of any issues and repair them on your behalf. To date, you have refused to do so. Without the return of the unit to our ****************** we are unable to assist you as we do not offer mobile support. Please be aware that no legal action has been discussed or '**********'. We asked that you remove a review from ****** as we had not had the opportunity to take care of your concerns. We remain ready to complete any required work, but you must be willing to bring the unit into the dealership. Sincerely Fraserway RV
Customer Answer
Date: 20/03/2024

Complaint: ********

I am rejecting this response because:
Bet, you honestly have no idea what is going on. Screenshot is attached
Also, I have been saying over and over again, that until you agree to pay for hotel accommodations even for diagnosing (although, as mentioned, it is like giving a ******** the right to decide if they are guilty)
You guys continue to ***.

You were aware upon selling to us that we'd be living in it once moving out of previous home. If the unit was not improperly cared for (the mold and many issues you neglected to do during this so called "inspection" I would NOT BE HAVING TO COME INTO FWRV TO GET IT FIXED)
Thus, the only way you get out of this is by doing that, but you don't want to. So my previous resolution is required.
Resolution is only payout due to I'm not letting you touch our motorhome after you continue to *** and railroad us.

Sincerely,

*************************
Business Response
Date: 20/03/2024
************** - without our physically seeing the unit we cannot move forward. As shared numerous times, the decision to live in the unit it yours, however that does not change the fact that we must have the unit on site to repair it. We are not accountable for your accommodations while this is underway. When sold, there was no evidence of mold nor was there any indication that mold would be an issue. We are however completely ready to address this for you.
If you will not bring the unit to us to let us look at it, we will be unable to assist you.
The choice is yours. We've been fair to offer you the same remediation that we would any of our customers. There should be no charges to you regarding the repairs. However, any costs associated with your alternate living arrangements would be your own. The unit was not sold with the understanding that mobile support would be offered. This is not a service that we provide.
Fraserway RV

Customer Answer
Date: 20/03/2024

Complaint: ********

I am rejecting this response because:
As mentioned and shown to you, I have caught you in many ***s. I hold the audio recordings of every interaction (Legal as single party consent, as my person is allowed to be authorizing the recording if I am in the recording itself) as stated and shown to you, you continue to pivot and say you don't hold responsibility and are doing a good deed to us. You ***** in factors to complete the sale doesn't abolish you from accountability and laws.
As to your "mobile" option, I have not once, said or asked you to come to US to fix this. I have and will always stand on that you have to accommodate living arrangements to do this. HOWEVER, that was previous, money is due to us now for the replacement at your cost of the kitchen and the top of the bed. Warranty is to be refunded in full and voided.
There is absolutely no other way as you have shown your practices at FWRV is deceptive and quality is not cared for even on products you manufacture.
Your company was aware of all situations (audio recording as proof), and you guys also said that everything was good to go and inspected.
These screenshots were from Dec 13th, less than 2 weeks after delivery - without us even being in the unit.
No water, Nothing in the system as we still had the pink antifreeze stuff in our systems.
Your solution has and always stayed what you said, but, that is not an option as you won't do the part that is essential to own up to your side of accountability.
This is not a discussion, if taken to court you would be forced to refund in full as well as take the unit back. Evidence, dates, and lack of effort, with the ****** of legal action based on truthful interaction backed up with audio and text conversation all would be public. You didn't wish to take me serious for coming up what? 5 months?, I even brought the water damage up on Jan 2nd after the holidays were done. This was when I had to go in to get you guys to GIVE US THE CASHBACK.
I am and have been giving an amicable option of refund of warranty, money AT COST for replacement of kitchen (structure material), and bed top. (In cheque, as we are already paying the finance and have to do the repairs ourself due to your lack of quality on your products.)

Out of all options, this is your cheapest, as well as evidence of your practice is dealt with. The more you ignore the fact that you keep *****, the more it will be shown.
Before you respond, I'd suggest taking the time to discuss with the owner. You have no idea of what is going on, as even in this conversation I have caught you in your ***s. which you think to turn it into ignoring the fact that you just perjured yourself.

Sincerely,

*************************
Business Response
Date: 21/03/2024
**************, we have always stated that we want to see your unit in order to repair it. There is nothing to be gained by going back and forth in messaging. You want your unit fixed. We want to fix it for you. We cannot fix it while you live in it. We will not be paying for your accommodations as it is your decision to live in the unit. Many customers who opt to live in their units understand that they must find alternate places to stay if work is required. This is not something that we are asking of you exclusively. Having conducted business in the ** space for over 55 years we have built our success of acting with integrity. Unless you are willing to bring the unit to us and **************** for repair, then there is nothing further for us to discuss. Sincerely Fraserway RV.
Customer Answer
Date: 23/03/2024

Complaint: ********

I am rejecting this response because:
Listen, you want to stay on that point. However i have audio proof, that it was made aware upon purchase that we would be living in the unit.

if the unit was up to par and promised in the condition that your staff presented (as in the audio recordings), I also have my parents as witness to this as well.

Then there would be no out-going money. As I said, the accommodation is required for you to do anything further. It isn't a question if you will, that is something you must bear due to the ***s and deceit.

You have ***d in this very discussion about legally *********** us.
I wanted this dealt with privately, but I will just make this more and more public.
That is the only way this is getting resolved.
Either that, or I'll gladly show the news stations I have contacts with and marketplace my evidence of your practice.

Sincerely,

*************************
Business Response
Date: 28/03/2024
************* while you disclosed that you would live in the unit, Fraserway RV never indicated that we would support you with mobile service, nor that we would cover accommodation. We have however repeatedly offered to repair your unit. There have been no ***s or deceit. Given your unwillingness to work with us, we now consider the matter closed. When you are prepared to be reasonable and bring your unit in for repair, we will be ready to assist. Fraserway RV.
Customer Answer
Date: 28/03/2024

Complaint: ********

I am rejecting this response because:

Answer me these two questions:
Did you deny *********** with legal action upon us?
Did I ever ask or tell you to give mobile services? If so, please do supply evidence, because I never did.
You literally have a fleet of rental units, if you literally have an issue paying for accommodations, then issue a temporary rental that is waived. All we want is for you guys to fix this in a timely manner, we don't know if it'll be 7 days, or 2 months. Nor will you give a solid answer due to you want to escape accountability. I've told you to consider the replacement of the entire kitchen/top of bed. So give an estimate off that, is it so hard to do your job? Even as an owner this is a simple consideration considering the fact that yes, even in this discussion you have ***d about legal ******s. Where I provided proof of ********************* *********** in email.

*************************
Customer Answer
Date: 28/03/2024

Complaint: ********

I am rejecting this response because:

Answer me these two questions:
Did you deny *********** with legal action upon us?
Did I ever ask or tell you to give mobile services? If so, please do supply evidence, because I never did.
You literally have a fleet of rental units, if you literally have an issue paying for accommodations, then issue a temporary rental that is waived. All we want is for you guys to fix this in a timely manner, we don't know if it'll be 7 days, or 2 months. Nor will you give a solid answer due to you want to escape accountability. I've told you to consider the replacement of the entire kitchen/top of bed. So give an estimate off that, is it so hard to do your job? Even as an owner this is a simple consideration considering the fact that yes, even in this discussion you have ***d about legal ******s. Where I provided proof of ********************* *********** in email.

*************************
Customer Answer
Date: 28/03/2024

Complaint: ********

I am rejecting this response because:

Answer me these two questions:
Did you deny *********** with legal action upon us?
Did I ever ask or tell you to give mobile services? If so, please do supply evidence, because I never did.
You literally have a fleet of rental units, if you literally have an issue paying for accommodations, then issue a temporary rental that is waived. All we want is for you guys to fix this in a timely manner, we don't know if it'll be 7 days, or 2 months. Nor will you give a solid answer due to you want to escape accountability. I've told you to consider the replacement of the entire kitchen/top of bed. So give an estimate off that, is it so hard to do your job? Even as an owner this is a simple consideration considering the fact that yes, even in this discussion you have ***d about legal ******s. Where I provided proof of ********************* *********** in email.

*************************
Initial Complaint
Date:05/02/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I will provide a full timeline as well as supporting documents in the attachments below.
Customer Answer
Date: 06/02/2024
We would like all repairs and work completed at no expense to ourselves. Our compliant for posting is listed below
On August 8th, 2023 we purchased a 2023 Thor Windsport 31C from Fraserway RV in ********. During our walk around some items needing repair were noticed and a list was started by the our salesman and we were instructed to compile a list of deficiencies while on our first trip to be taken care of upon our return at no expense to us. We brought the unit home and opened the awning fully and saw the awning had holes in it. On Aug 9th we notified the dealership of the holes and requested a new awning be ordered. We believe the dealership knew about these holes prior to the sale as they only opened the awning out half way for our walk around to learn about the unit. We thought this was very odd as you would think they would want the awning to look as impressive as possible.
5 hours after leaving on our first trip the only door into the unit failed miserably. At first it was stuck closed and we had to be rescued from the exterior. Repairs were made at a sister dealership in ************* ** but after leaving, the door was stuck closed again. It then began opening and the stairs would pop out while driving down the road as the deadbolt and latch system failed.
For the rest of our trip we had to hold the door somewhat closed with bungy straps. Over 25 items were recognized as needing repair or adjustment while we were away. Some cosmetic but some that were safety hazards for travelling down the road.
We returned the ** after our holiday on Aug 23rd, 2023 with a complete list of deficiencies. We heard nothing from service and followed up Sept 1st. This is when we were told that there would be charges to us for diagnostics performed for each line item on our list. We disagreed and asked for a manager to follow up with us to discuss.
Sept 7th and 8th we followed up again as we had heard nothing. We received confirmation on Sept 9th that the manager knew we wanted to speak to them but no contact was ever made.
September 22nd, still no contact from a manager and no repairs completed.
October 4th we consulted a lawyer to find out what our rights were.
October 14th Demand letter sent to Fraserway RV.
Dec 20th response from opposing council shows that no repairs on the ** were started until Oct 5-11 including the awning that should have been ordered Aug 9th. Fraserway RVs council also stated that we needed to provide authorization for the work being outsourced in this same letter. No one from the dealership has ever contacted us for this approval and we dont feel it was necessary as we already provided the list to them of what we expected to be repaired.
On our work orders the date in states Aug 25th, 2023 and the date promised states September 13th, 2023. These dates were never discussed with us and were definitely not honored as we still do not have ****** back Feb 6th, 2024 and as of Dec 20th we can confirm that 6 items were still not repaired.
Business Response
Date: 06/02/2024
Ms. ******* as shared via our exchange of legal letters, all work on your unit was stopped when you initiated legal action in October.. Your most recent letter received January 31st has provided us with your instruction to complete the repairs. The awning had been noted and a replacement was ordered. We will continue to work with you to fix all issues - the majority of which were completed at the time of your initial legal letter. It is standard for warranty repairs that appear to need investigation to be charged a diagnostic fee. This is for the time that the technician needs to spend to fully understand the required repair. Not all issues have an apparent repair,and the manufacturer requires us to specifically indicate the issue, the root cause and the required parts/time to repair. Only when this full information is provided to the manufacturer do we get their approval (or sometimes rejection) to proceed with the work. To date, we foresee no issue with warranty covering the various issues you have outlined. Fraserway RV is prepared to cover the diagnostic fees on your behalf. Please note that dates provided on a work order (such as promise dates) are provided as guidelines. Repairs are always dependent on part availability and the speed of delivery from the manufacturer - neither of which Fraserway is able to control. We are pursuing the conclusion of the work on your unit now that you have given your direction via your lawyer. We look forward to returning your unit to you and will be in touch regarding time frames. Sincerely Fraserway RV
Customer Answer
Date: 06/02/2024

Complaint: 21245748

I am rejecting this response because:

Sincerely,

******************
Customer Answer
Date: 07/02/2024
In your reply you state that all work on your unit stopped when you initiated legal action in October We had to initiate legal action because we heard nothing from you and no *** repairs had been started on our unit including replacement of the awning that was requested to be ordered August 9th, 2023. The first time a technician looked at our unit was October 5th, 2023 which proves that part availability and speed of delivery from the manufacturer is simply an excuse for poor customer service.

As you also stated, dates provided on a work order (such as promise dates) are provided as a guideline. If this is true perhaps you should change your paperwork to state approximate, predicted or possible date, as the definition of promised is TO TELL SOMEONE THAT YOU WILL CERTAINLY DO SOMETHING OR ASSURE SOMEONE THAT ONE WILL DEFINITELY DO, GIVE, OR ARRANGE SOMETHING OR DECLARE THAT SOMETHING WILL HAPPEN.
If you required consent for items on the list of deficiencies, which we were instructed to compile by Fraserway RV, why did we not hear from anyone between August 23rd when we dropped the unit and Oct 17th when we had no choice but to hire a lawyer to get results? The list we provided was sufficient evidence we wanted things fixed immediately. You have had possession of ****** since Aug 23rd, 2023 and we are now at Feb 7th, 2024 without repairs being completed.
We do not feel that any of the items on our list should be considered warranty items needing manufacturers approval as this was a brand new unit and the items should have been noticed during the *** (post delivery inspection).
If it is standard for warranty repairs that appear to need investigation to be charged a diagnostic fee why are customers not being told this? We purchased an 84 month/100,000km extended warranty and we were never told about a possible diagnostic fee for warranty items under the manufacturers warranty or the extended warranty.
I am hesitant to believe your statement that you will be in touch when repairs are complete as this is the first time you have responded and it took hiring a lawyer, filing a complaint with the *** (***********************) and filing a complaint with the BBB (Better Business Bureau).
Business Response
Date: 12/02/2024
We do apologize if you were in touch and we failed to respond, but at no time did our General Manager receive a message that you had called. As we do value our customers, it's never our intention to deliberately ignore someone who reaches out. The outstanding items are anticipated to be completed within the next two weeks and we will ensure to call to advise when all is ready for your review. Sincerely Fraserway RV
Customer Answer
Date: 13/02/2024

Complaint: 21245748

I am rejecting this response because:
We have written proof that both the service manager and the service department were notified that we were wanting to speak to them. Regardless of our multiple attempts to reach out for answers, should it not be standard practice to communicate regularly with your customers by providing updates on the status of their repairs? We were never provided any updates on when all our completed repairs would be done or when we could anticipate getting ****** back until your reply February 12th, 2024, six months after this all started and we still arent finished yet. After delving further into your negative ****** reviews and the negative BBB reviews, we can now see that standard practice for Fraserway RV seems to be leaving your customers in the dark with many lengthy delays for completing any warranty work. We are not alone when it comes to lack of communication regarding repairs after the sale is complete.

We only had possession of ****** for 15 days and we were able to discover over 25 items needing attention. If and when we get the ** back again it is very worrisome to us that many more deficiencies will be discovered. Spending $200,000(two hundred thousand) on a Motorcoach and having this many problems and the worst service after the sale was complete is unacceptable

As it does not appear that this will be resolved to our satisfaction, our only choice is to elevate this claim to the next level. We will be in touch.

Sincerely,
Holly
Business Response
Date: 29/02/2024
*****, while you have been in touch with individuals in Service and Sales, at no time did they forward on your concerns to the General Manager. We do apologize, but as shared before, our GM would never ignore a customer. The individuals that you were in touch with have also left the company. We agree, communication was poor at best, but our new Service Manager and our General Manager have reached out to you and left a voicemail as you were unavailable. They very much want to assist. If you could kindly reply to the General Manager, ***********************, he is very aware of your concerns. His number is ************. If you recall, we did everything we could to get your unit to you in a very short period of time in order to meet your personal request to commence your ************. While we have failed your expectations post sale, we do want to partner with you and hope that you will remember that we worked hard to ensure you could meet your departure plans. Our intention is to get your unit back to you. We will continue to try and contact you so that this can be resolved. Sincerely Fraserway RV
Customer Answer
Date: 04/03/2024

Complaint: 21245748

I am rejecting this response because:
While we do appreciate the extra efforts put in by our salesman to get our unit delivered quickly, our dispute is based on the customer care we received after the sale.

Please let us know when the voicemail was left and what information was provided updating the status of our Motorcoach and repairs being completed as we do not have a voicemail from a service manager or the general manager.

I believe our email is on file and we would prefer all communications be in writing as advised by our lawyer.
Sincerely,

******************
Business Response
Date: 04/03/2024
*****, both ***********************, General Manager, and *********************************, our new Service Manager, have tried to contact you last week and again today with no success. They do need to speak with you or your husband so that we can work to resolve this with you rather than messaging back and forth through the BBB. They share that the awning was ordered, the headlights adjusted, a new door sill is ordered, and the final steering adjustment will be completed once the weather improves as this will require a road test. While Fraserway can't control the delivery speed of items from the manufacturer we have done all we can to ensure their prompt arrival. Your preference for email communication has been shared but a phone call is required so that **** and ***** can ensure things stay on track and a better relationship established. As mentioned, the previous parties you were speaking with have left the company and did not share details with ****, so he is hoping for the opportunity to restore trust. Please do return his calls at your earliest convenience. Sincerely Fraserway RV
Initial Complaint
Date:03/01/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I hope this email finds you well. I am writing to express my deep concern and frustration regarding the recent experience with my RV repair appointment, which was scheduled for November 21st.
When I initially booked the appointment in August, there was no mention of additional fees for inspections. Furthermore, when purchasing insurance for my RV at the time of acquisition, I was assured that it covered all necessary aspects. To my surprise, after waiting for a month without any progress, I discovered that, regardless of whether the repairs proceed, I am expected to cover a diagnostic fee of approximately $500.
Additionally, I was informed that my RV had been sent to the manufacturer, not remaining in their company's possession as initially conveyed. This conflicts with my *** tracking, which indicates that my RV has not moved from their premises. I find this discrepancy concerning and would appreciate clarification on the current location of my RV.
The lack of transparency and conflicting information regarding insurance coverage and the status of my RV is deeply unsettling. I had planned to use my RV during the Christmas holiday, but it remains parked at their facility with no indication of when repairs will be completed.
I request immediate clarification on the inspection fee, the actual location of my RV, and whether the repairs, if conducted, are covered by the insurance I purchased. This situation has caused significant inconvenience, and I trust that you will address these concerns promptly and transparently.
Thank you for your urgent attention to this matter.
Business Response
Date: 04/01/2024
Mr. ***, please let me clarify the situation for you.
1. Diagnostic Fees: these are standard for all RV warranties. If there is an item that will take the technician time to investigate, there is a fee charged for that time which the manufacturers do not cover. We have estimated diagnostic fees of $500 but they may be less once we proceed with the work. This information was explained when you dropped off your unit and is also included on our Work Order which was signed by yourself. I have included a copy for your reference.
2. Your RV remains at Fraserway. What was sent to the manufacturer was the warranty claim for the repairs. The manufacturer has just responded to this claim today and Madison, your Service Advisor, has been trying to reach you to discuss.
3. At this time, as your unit is actually out of the manufacturer's warranty, we attempted to see if the manufacturer would still cover some of the costs. We have been able to obtain coverage of some of the repair time and Madison will be calling to explain next steps today.
4. Madison has been speaking frequently with your wife and has also sent text messages to try and reach you. She will be calling you again today.
5. Your unit could have been used over the Christmas holiday if you had shared this with us but as we heard nothing about this, we have kept the unit here for repairs.
I hope that this clarifies the situation for you. Sincerely Fraserway RV
Customer Answer
Date: 11/01/2024

Complaint: ********

I am rejecting this response because:I bought Trailer and Coach Specfic insurance of **** from Fraserway RV LP(Abbotsford).The insurance policy does not explicitly mention the need for me to cover diagnostic fees; it only states a $100 deductible. When I took my RV in for repairs, they didn't specify that I had to pay this fee. They asked about maintenance, and I declined, handling it myself. I signed without realizing I was agreeing to cover diagnostic costs. They didn't contact the insurance until I did, and now they say the insurance covers parts and labor but not diagnostic fees. However, the diagnostic fee is as expensive as the repair cost. This seems deceptive, and if I had known, I wouldn't have purchased this insurance. It was pushed on us when buying an RV from Fraser Way, and the insurance company is ***** ******** ********** ***** ***** ***** ** *************************.It's unfair to me.

Sincerely,

****** ***
Business Response
Date: 11/01/2024
Mr. ***, it is the responsibility of any person purchasing a product or signing any paperwork to read it through to ensure understanding. You were not forced to purchase or sign anything but making the decision to purchase Extended Warranty was a good one as it will cover many possible repairs that you may need during your ownership.
Fraserway RV believed that the repair that was needed was something that the manufacturer should cover. Even though you were out of the manufacturer's warranty, we were able to get their approval to cover 3.9 hours of the required work. They were not obliged to do so but we advocated on your behalf. The remainder of the work was submitted to your Extended Warranty who have agreed to cover the additional 2.1 hours. However, as the repair is being partially covered by the manufacturer, the Extended Warranty provider will not cover the diagnostic fees, nor will the manufacturer (manufacturers never cover diagnostic fees) so the responsibility is yours to pay for this time. Please read section 6 Policyholder's Responsibilities which states how these fees are handled (points 2.E and 2.G).
Our work orders clearly state that the customer is responsible for any related diagnostic fees, and you signed your agreement to this when you dropped your unit off with us for repairs.
We look forward to completing the work on your behalf and reviewing what was covered by warranty and then settling your account.
Sincerely Fraserway RV
Initial Complaint
Date:01/11/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing regarding an East-***************** *** travel trailer we bought in January 2023 for a trip across ******. The trailers front storage door falls down about 10 inches when we open the door and has to be lifted to close. This started 1 week into our trip. The trailer is now in a heated storage area surrounded by other trailers so we can not get it out until the spring. We have sent pictures to Fraser *********************** showing the defect and requesting it to be repaired under the 1 year warranty at their ******* *********** service centre. They have said they need the trailer and we have stated it is in storage so that is not possible but we can take the door off and bring it to them to repair. They said this would not work. We are requesting they repair the door and we will bring it into their service centre. This is a very reasonable request for a unit that cost $66046.63. We had issues with the trim coming off on 2 doors and the table mounts into the wall failing so the table was not attached to the wall as it is suppose to be. I did both these repairs but I can not repair the door hinge so I am requesting they do this.Sincerely ***********************
Business Response
Date: 06/11/2023
**************** - we do want to assist you, however, in following the manufacturer's warranty requirements, we must see the full unit to properly diagnose the issue. Although it would seem that the door can be repaired independently, as it comprises part of the structure of the *** the warranty claim would most likely be denied by the manufacturer based on their current guidelines. What we are doing is submitting as much information as we can, explaining that the unit is now in storage and requesting that an extension be made to allow us to address this in the spring. We will do everything we can to advocate for you with the manufacturer and will be in touch once we hear back from their Warranty team. Sincerely Fraserway RV.
Customer Answer
Date: 08/11/2023

Complaint: ********

I am rejecting this response because: If I am not able to bring in the defective door to have it fixed before the warranty is over it makes no sense. If the warranty is extended that would be okay as it is the only issue with the trailer. This is ridiculous that we cannot just bring the door in with photos of the unit that the manufacturer requires for warranty. FraserWays should be able to tell us which photos are required.

Sincerely,

***********************
Business Response
Date: 24/11/2023
Our National Warranty team has been working with the manufacturer of the unit and has secured an extension to the warranty to cover the door repairs once the unit is able to be brought to the dealership. The extension will be for the door only, not for the entirety of the unit. We hope this will serve the ******* well. Sincerely Fraserway RV
Customer Answer
Date: 28/11/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:07/09/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I put a deposit down on a trailer and the deal fell through. I went to the dealership to get the refund of the $2500.00 I put down to secure the deal. They originally refunded it as it showed on my credit card as authorized then before it could get posted they cancelled the refund. The credit card company has no record as it do not get posted and they are refusing to help me
Business Response
Date: 07/09/2023
Mr. ***** *******************, our Finance Manager has spoken with you several times to explain that while the refund has been issued by Fraserway RV, the bank can take up to 10 days to process it so that the funds are restored to you. Please find a copy of the refund attached to our reply. With the refund being processed by us on August 31st, there still remain a few days for the transaction to be posted by the bank. We hope this helps to clarify things for you. Sincerely Fraserway RV
Customer Answer
Date: 07/09/2023

Complaint: ********

I am rejecting this response because:
*** has told me while it was originally there the transaction was canceled by Fraser way and is no longer in processing. Please refund my money as it was supposed to be.
Thank you
Sincerely,

*************************
Business Response
Date: 11/09/2023
******************, our Finance Manager has been in touch with you and explained that the refund has been posted to your credit card and he encouraged you to check with your bank again. He invited you to get in touch if there were any further issues and as he hasn't heard from you, we're hoping this situation is resolved to your satisfaction. Thank you. Fraserway RV
Initial Complaint
Date:06/09/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Basically the problem is that they've come up with a new policy that I have to pay them 155.dollars per warranty repair item which is not how warranty works I was told by **** the guy who sold me the unit there was a 1yr no charge manufactures warranty now when I want a repair within that yr.i have to pay 155.per item plus they get paid from manufacturer for parts and labor looks to me like there double dipping and does not sound fair or legal..hope you can help..I am also contacting the manufacturer to c if what there doing is legal
Business Response
Date: 06/09/2023
Hi **************, the fee you are referring to is the Diagnostic Fee that is standard in the industry (including car repairs) and is not part of what is covered by the manufacturer's warranty. Basically, if we anticipate that it will take some time for us to determine what the issue is, we will **********/2 hour to an hour of 'diagnostic time'. Beyond that, if approved by the manufacturer, all items are repaired under warranty. In calling the manufacturer you will find that this is normal - and perfectly legal. We do see that you removed some items from *********** list as you were not comfortable with the diagnostic fee. With your approval, we'll move forward with the remaining repairs. Sincerely Fraserway RV
Initial Complaint
Date:31/08/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In May 2022 I purchased a 2022 **** ******* ****** ******* From your Edmonton location Stock Number *****. When I picked up the unit in June 2022, I have had nothing but problems with the unit. I have reported my concerns to Fraiserway RV Edmonton, where I purchased the Travel Trailer. The Service manager had attempted to correct the issues remotely as I live 224.6km return from the location to no avail. The issues with the unit are: 1) Constant beeping from the control panel. a) The service manager attempted to assist with this issue remotely by telephone to no avail. 2) There is no water when not connected to the city/town water source relying on the potable tank full. 3) There is no hot water when connected to the city/town water source. 4) There is no hot water when using the onboard ** Gas when connected to the city/town water source or when connected to the potable water tank. 5) Electric kitchen vent not working. 6) Window shade clips are broken. a) The Service manager was to send me clips (which never happened). 7) Television is missing the remote. a) The Service manager was to send me clips (which never happened).
Business Response
Date: 06/09/2023
************, our General Manager has been in touch with you and is ready to ensure that we work with you to address all of your concerns. We hope that this will reassure you of Fraserway RV's commitment to it's customers. Sincerely Fraserway RV
Customer Answer
Date: 11/09/2023

Complaint: ********

I am rejecting this response because:
I no longer want the unit as there are too many issues.

Sincerely,

*******************************
Business Response
Date: 12/09/2023
************, as with any major purchase such as a car or house, RVs are not returnable items. This is why they come with a manufacturer's warranty to allow the dealerships to address any issues. The dealership is ready to work with you and the manufacturer on the concerns you have listed but a refund is not something that is offered. Sincerely Fraserway RV
Customer Answer
Date: 12/09/2023

Complaint: ********

I am rejecting this response because:
I am not seeking a refund! I want my loan paid out from todays remaining amount and no longer be responsible for the loan agreement as well as no blemishes on my credit history.

Sincerely,

*******************************
Business Response
Date: 12/09/2023
************, Fraserway is not able to pay out your loan. The loan is an agreement that you signed with your financial partner. Fraserway's role is to work with the manufacturer to attend to any issues with your unit. As you are in discussion with our General Manager regarding the service work required, we will continue to look after your concerns through the warranty process. Sincerely Fraserway RV
Customer Answer
Date: 16/09/2023

Complaint: ********

I am rejecting this response because:
According to the sale agreement. The buyer must be satisfied with the goods provided. It is very evident that due to the state of the issues of the goods provided, I am not satisfied. Therefore, the information in the sale agreement is not accurate and I, the buyer, am *********** cancel the agreement.

Sales Agreement / SELLER'S ASSIGNMENT - TERMS & CONDITIONS:

9) In the event that any information or any statement in the sale agreement for the property, or in any addendum to the sale agreement, is not accurate or if the borrower/co-borrower(s) is or becomes *********** cancel the sale agreement and/or this Agreement for any reason, the Seller shall immediately repay to the Bank the full amount paid by the Bank to or for the benefit of the Seller in connection with the assignment of this Agreement by the Seller to the Bank and all charges and fees of any nature or kind whatsoever, including interest, that would have been due and owing by the borrower/co-borrower(s) to the Bank under this Agreement up to the date of such cancellation as if such cancellation had not occurred:(i) upon the Seller becoming aware of any such cancellation or right of cancellation; or (ii)upon written demand by the Bank, whichever comes first.

Sincerely,

*******************************
Business Response
Date: 25/09/2023
************,

Your understanding of the Terms & Conditions is unfortunately not accurate. RVs are not refundable items which is why they come with a manufacturer's warranty. Our responsibility is to work with the manufacturer to address all issues and concerns. We will continue to work with the manufacturer on your behalf,but we will not be able to refund your purchase.
Sincerely, Fraserway RV

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Fraserway RV LP is NOT a BBB Accredited Business.