Complaints

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

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  Fraserway RV LP

  30440 S Fraser Way Abbotsford, BC V2T 6L4

• 

  Fraserway RV LP

  747 Cliveden Pl Delta, BC V3M 6C7

• 

  Fraserway RV LP

  7818 Hwy 97S. Prince George, BC V2N 6C9

• 

  Fraserway RV LP

  2866 Mount Lehman Rd Abbotsford, BC V4X 2N6

• 

  Fraserway RV LP

  5362 County Rd 27 N RR1 Cookstown, ON L0L 1L0

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:16/08/2023

  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.

  I purchased the RV, a 2020 **** ****** **** at Fraserway Abbotsford on April 18/23. I later learned from a 3rd party of the weight capacity issue the RV has. To stress the gravity of these safety limits, **** ***** ****** own webpage states "******** *** ***** ******** ********* ** ***** ** ***** ******* ** *** ****** ****** ***** ****** **** ****** *** *** **** **** ** *** ***** **** ** *** ********** **** ** ********* ************ *** ****** ******* **** *** **** *** **** ****** *** *** *** ** **** *********." After reading this I went looking for the yellow OCCC sticker and it was not displayed on the coach door as specified by Thor. I discovered it in a more obscure location. I would not have purchased the RV had I been aware of its serious design flaws regarding capacity. The 779lbs is not sufficient given 2 to 4 occupants, there are 4 seatbelts, spare tire, steel rack, personal belongings, gear, propane 68lbs, freshwater tank 257lbs etc... A conservative estimate is over 1200 lbs. Once the vehicle is overloaded the stopping capacity is comprised putting the occupants and other motorists in peril. This also raises the issue of liability should an accident occur while operating the RV over capacity. I visited Fraserway Cookstown Ontario on July 15/23 and voiced these concerns. I made it clear that had the capacity been disclosed to me during the purchase process I would not have bought it. They said they would speak to Thor. I sent Fraserway an email with all the capacity numbers that day. On July 25/23 I received a email from Fraserway Cookstown ignoring my concerns. They made no offer to take the RV back. They confirmed the capacity numbers and gave me Thors customer service phone number. I wrote an email on July 30/23 detailing all of my concerns and grievances and again asking them to take it back. I have not received a response of any kind to date. Fraserway has taken advantage, knowingly put my safety at risk and provided absolutely no customer service.

  Business Response

  Date: 30/08/2023

  Mr. ******** - we are currently involved in conversations with **** to review your concerns and to seek clarity on the information on their labelling.   If you could kindly allow us a few more days to ensure we get the right information we would appreciate it.   Please know that we take your concerns very seriously and will be in touch with you shortly.   

  I'd like to also apologize that we have not, to date, appeared to give your concerns the consideration and review that they deserve.

  Allison B*****, Manager, Customer Experience, Fraserway RV

  Customer Answer

  Date: 07/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I thank you for your message. I have a maximum of 10 days to respond,  I am awaiting your follow up message and its day 7. As the matter is not resolved as of yet, I have to reject your response. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 07/09/2023

  Mr. ******** - we have been advised by **** representative Kyle P***** that he left you a voicemail so that he could go through your concerns and provide further information regarding how **** utilitizes its capacity labels. As your main concern is with regards to how the manufacturer has labelled its product and the related safety concerns it is best for **** to address them directly as the manufacturer.  All their vehicles have to pass inspection prior to sale so as it stands, Fraserway RV would not proceed with a refund unless supported by Thor.  We have requested that Mr. P***** reach out to you again.  Sincerely Fraserway RV

   

  Customer Answer

  Date: 08/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:My concern is not HOW it is labeled but WHAT the label says. The OCCC is very clear. You have 779 lbs for occupants and cargo. As I stated this is not sufficient. I had a conservative estimate of over 1200lbs. Even if all of the tanks are empty, (which I did not originally account for as this is an RV), the estimate was based on 2 people at 152lbs each. Not anything over 152lbs and certainly not for 2 additional occupants as there are FOUR seatbelts. I brought my complaint to Fraserway as that is where it was purchased I and paid RETAIL for it. Once again I am not concerned about how it is labeled. My complaint is Fraserway neglected to make me aware of the label and it was not on the coach door in plain sight. Had either of these occurred I would NOT HAVE PURCHASED THE RV. **** built a product that cannot be safely used as intended and I should not have to keep it. That said, I am willing to take their phone call, but this matter is not resolved until I have returned the RV and received a refund.

  
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:27/07/2023

  Type:Service or Repair 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.

  Bought a 2022 Camper(new) a few months back from Fraserway, since there have been several small issues with the Camper. I took them to get fixed #1 zipper #2 Screen on door #3 Awning was warped #5 end of rails for beds warped and we were not given the proper go over of the unit. I noticed these problems on first use of the camper or the First use of item. After taking it in I was told the Screen was fixed , there was no Zipper issue and I was told no issue with the awning. At the time of pick up atleast 1 staff member was rude and blamed the issues on me and I stated "this was the first time we had had it out" again I was also told there was no issues with atleast two of those items. after the fact we took the camper out and The screen came out of the door again , The zipper to the window completely fell off , and the Awning that they stated was not warped ended up so warped it put wholes throughout the awning. after several attempts to contact the General manager I emailed the *** , the ** was then supposed to call me regarding these items and he did not , instead he later emailed me and stated he got too busy , I waited to hear from him again! and once again I had to contact the ***. The ** finally calls me and we agree on a meeting where he would come to my home , he would do a run through on the unit and talk about all the issues I have had , I waited an hour and he did not arrive , he didnt even have the consideration to call me , this is the next step. I am looking for my awning to be replaced , screen and window zipper to be fixed , pull out bed railes to be fixed or replaced and compensation for my time.

  Business Response

  Date: 28/07/2023

  **********************, if you recall, we initially invited you to book an appointment with our Service team which you did not wish to do.  Eventually an appointment was made, and we did fixes to the concerns we could find.  However, some of your concerns we could not duplicate in the shop.  Without being able to replicate the issues, it was impossible for us to fix them.  with the flooding situation impacting the operation of the Dealership, the General Manager completely lost sight of his arrangement to visit you. His immediate concern was for the safety of his team and restoring the dealership to full operation.   We hope you will excuse his oversight given the circumstances.  The General Manager has been in touch to apologize and is now awaiting convenient dates from you to review the unit and it's operation.  Our intention is to take care of all your concerns and work with the manufacturer for all necessary repairs.  Please give us the opportunity to work with you on a successful resolution.  Sincerely Fraserway RV  

  Customer Answer

  Date: 01/08/2023

   
  Complaint: ********
  
  I am rejecting this response because: You have provided incorrect information , I have wasted my time on several occasions waiting on the GM. 

   I DID infact have my unit in at Fraserway , I was ensure my issues had been taken care of. The first trip out with the Unit the issues , the VERY SAME issues came up again , on this occasion I did not put up the Awning , The next outing after this is when I noticed the awning had warped worst and tore the material. While attempting to have this fixed *************** stated ********************* would call me said day , ********************** did not call but e-mailed me late that day 7:20 pm , while I had awaited his call throughout the day. On this occasion ********************** asked if we could arrange a time that he could come to my residence or I could go to their shop , I emailed back that same evening saying that I appreciated it and could come to Fraserwaymy email was sent less than 3 hours later at 10:12 PM the evening of July 14th , July 19th I still did NOT get a return email or call from ********************** once again I e-mailed with the previous sent email with a question mark , NO ANSWER back. after once again getting no answer I emailed *************** , not until I emailed Al did I get any reply back from **********************. I then spoke with ********************** and that is when the date of Wednesday the 26th was agreed upon , and while I can appreciate that NS had had major flooding , I myself had flooded for the 4th time , I had to leave work and ********************** did not even have the common decency to call me to reschedule. This process has been going on since June 5th!!!! two months of attempts to get items fixed , two months of being tugged along by ********************* and his staff , I have wasted more than enough of my time , again including leaving work early to deal with this. I am looking to have said items fixed , I am looking to have the unit gone through once again to ensure there are no more issues , and I would like to be compensated for the time I have wasted dealing with these matters. I realize ********************* has had issues from the weather at Fraserway however again I have a life as well , I have children , I have work , I have had extensive damage to my home from the storms however I DID NOT miss our meeting and if I would have I can ensure you that I would have at the very least called. with Tax my unit is over 30k , it has been out a handfull of times and has had some issues with it (that I would like fixed) my biggest irk is that no one at this company truely cares , I am a paying customer and deserve to be treated as such , I dont even need these items fixed ASAP , I just want them fixed because i DO NOT want to get down the road after the warranty ends and have things that need to be fixed. I am tired of wasting my time ,I am tired of broken promises. My asks are as such once again my issues fixed , gone through to make sure there are no more current issues and compensation for my time. I have zero faith in Fraserway , I have 0 Faith in *********************. This company from what I have seen so far has one graet staff member ****** who works in the service department , The entire local company could learn alot from this lady on how to deal with customers. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/08/2023

  **********************,

  ***** our General Manager emailed you on July 28th asking for a convenient time to visit and provide an overview.  He did apologize for not making your appointment but to date has not heard from you about a convenient time.  He is anxious to take care of things for you.  With regards to your request for compensation, we would be happy to put $100 onto your Loyalty Card for future shopping with Fraserway RV.  If this is acceptable, please advise ***** at your visit with him.  Sincerely Fraserway RV

  Customer Answer

  Date: 02/08/2023

   
  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:14/06/2023

  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 March of 2023 we sold a motorhome back to Fraserway RV in Airdire, AB that we originally purchased from them in July of 2021. At the time of the sale in March we were advised that we could cancel the 7 year extended protection plan with ********* that we purchased with the motorhome in June and receive a prorated refund for the remaining term of the coverage. We were notified by Fraserway that the cancellation had been processed on March 14, 2023 and cheque would be issued in 4-6 weeks. We received confirmation from ********* that the policy was cancelled on March 15 2023 and that we were to contact Fraserway RV for further information. I sent a message requesting payment on May 24, 2023 and another request on June 14, 2023. Fraserway RV has not responded to either request.

  Business Response

  Date: 15/06/2023

  **********************,  please accept our apologies that the communication around your refund has not been as we would have hoped.   In speaking with the team today, I hope you are satisfied that action has been taken and the cheque processed.  We anticipate it being with you within a week.  Again, we let you down and we do apologize.  Sincerely Fraserway RV 

• Initial Complaint

  Date:09/05/2023

  Type:Service or Repair 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 Purchase a used motorhome on April 19 2023
  I dealt with Ian Gorst, Ian assured me that a complete inspection is done. I did express my concern about the the unit having a pull and he said he would have it check out and give me the inspection report. which I ask for several time and got, I get it for you, he said all was check out fine finally Mailed it to me after I purchase the motorhome. It Showed that 2 Ball Joints have minimal play, they should not have any Play, I Believe that Ian deliberate in not telling us that they were bad. If I had known they had play i would made the replace them before I purchase The unit or not but it. Now I'll be Looking at possible $2500.00 to replace them

  Business Response

  Date: 15/05/2023

  Mr. ******* - our General Manager of Kelowna has been in touch with you to arrange to have the work completed nearer to your home with Fraserway RV taking care of the bill.  We hope that you will be happy with this resolution and we also apologize that the information wasn't shared with you at the time of purchase.   Rest assured that your unit was sold with all required inspections having been passed but we understand your concern and want to make things right.   Sincerely Fraserway RV

  Customer Answer

  Date: 16/05/2023

  
  
  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.

  They Have agreed to pay for the 2 ball joints that are loose 

  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:05/12/2022

  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 bought a 2022 ***** *** * ***** model **** H Oct .31st 2022 They replaced mattress ..stained ... electric wires under trailer hanging down ,,propane line hanging down ,,magnet on door storage not working ,, Solar panel not working ,,, Brakes not working ..I took it back a few days later .. they ordered parts 2 weeks ago not fixed yet ,, I asked for my money back Fraserway Lacombe Peter and Bruce will not give me my money back ,, I want a full refund ,Trailer is a Lemon ...I paid Cash $ 25,750 total ... who knows what else might be wrong Never used Trailer only had it a few days here in Rimbey Alberta 30 miles from Lacombe

  Business Response

  Date: 05/12/2022

  Hi *** ******,   the majority of the issues you share were taken care of before you picked up the unit from the dealership.  We have taken a careful look at the brakes and have not discovered any issues.  We have taken them apart for close examination and will be conducting a road test this week.  Your safety is our primary concern.   The solar panel is being diagnosed and will be repaired/replaced if needed.   Your unit is in excellent condition and is not 'a lemon'.  RV's are non refundable purchases but your Jayco comes with a two year warranty (one more year than any other manufacturer) so you have peace of mind.  We will be fully supportive of the unit through the manufacturers warranty and will be in touch once the brake test is complete and the solar panel addressed.  Sincerely, Fraserway RV

  Customer Answer

  Date: 06/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  *** *** **** ****** i was told Fraserway replaced some Brake parts  ,, so there was something wrong ...  hope i do not have anymore problems with this Trailer  ,,, sad i can not get my money back   ,, i say a Lemon  ...thanks 

   

• Initial Complaint

  Date:13/07/2022

  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.

  Purchased a brand new ****** Trailer from Fraser Way RV
  Purchased all warranty's that were offered.
  Have had the trailer in every spring for work that never gets done
  Zero customer service when needing information on Warranty for our unit.
  Door is damaged due to Fraser Way not fixing the door EVERY single year for 3 years.
  Awning leaks terribly, keep being told it was manufactured this way or they'll look at it but never do.
  Inside fixtures slowly falling apart, bottom piece of cupboards etc.
  Advised that all our issues will need to be processed for our additional warranty "if they will cover the repairs" these are issues they have records of being brought in for and never being fixed.
  You cannot speak with anyone at this location for repair. We left our trailer at the dealership for over a month PASSED our appointment date. Nothing done as they couldn't get to it, yet they refuse to contact the customer to tell them they won't be working on your unit. Took our unit for a long weekend and advised that we would bring it back after the weekend. Rec'd a call during the long weekend telling us they were ready for us and if we didn't show up we would lose our service spot.

  Business Response

  Date: 12/08/2022

  Ms. *****, at each visit we have
  done our best to address all your concerns through the manufacturers warranty
  and now your extended warranty.  The
  awning has been resealed multiple times and will require on going maintenance
  by yourselves to ensure the seals stay intact to prevent leaks.  The door has been looked at and adjusted
  slightly but in each instance, we were unable to duplicate the issue and
  advised you to use the deadbolt to ensure the door cannot open during transit
  which is the cause of the damage.  During
  one of the service visits you were unhappy that we weren’t working fast enough
  and elected to pick up the unit and return it at a later date.  We were in touch to advise you when the
  trailer was going into the work bay (Aug 4) and to update you on the status of
  your extended warranty claim (Aug 8).  There
  is a current outstanding bill of $570.03 that we look forward to receiving
  payment for.   Thank you.   Fraserway RV.