Complaints

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:19/12/2024

  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 ** from Voyager **. the date was Oct 21/2024. The price i paid was $58.798.55. I had it delivered because I was not feeling well. I was not given a tour of the ** which you would think you would do that. Just gave me the keys and left. So I tried looking and figuring things out. Alot of the panels i could see there was repairs there, the heat register in the back of the unit was blowing cool air, many panels had be removed, no heat in the front of the **, I tried calling everyone. The dealer and the manufacturing company. All i got was, call them, email someone, can't help you. Just today i found the battery was not charging. It was half charged, and I have had it plugged in since new. The power went out this AM. There dealership is about 5 hours away So there is no way too spending a ton of money, travel over 3 mountain passes. And get all this stuff looked after. I dont know what to do. I just really need help.Thanks for your time.*** *****

  Customer Answer

  Date: 20/12/2024

  When I had the unit dropped i was given I was given a PDI form. (pre delivery inspection) All the boxes were checked off as ok. There was no way that the tecks did not know about the issues with this unit. I wasnt given a chance to do a inspection myself. The driver just gave me the keys and left. 

  

  Business Response

  Date: 21/12/2024

  Close to the time of original purchase, the customer was informed multiple times that it is in his best interest to pick up the ** here at our dealership, so we can go over all of the operation systems with him. And that the delivery drivers that we use to deliver **s around ** are just that, delivery drivers. (not ** techs) So the fact that it was not picked up in person, was the customer's choice, and out of our control.

  After the unit was delivered, the customer did phone us a few different times to discuss possible issues that he was having.  We were empathetic to the learning curve he had with a new **, and then helped answer as many questions as we could, remotely.  We also offered to pay for a ************************* that lives close to him, to go to him to help him through any issues that he might be having, including paying to have that Mobile Tech do a full walk-around (orientation) of the ** for/with the customer.  However the customer did not seem interested in that, and was not willing to try to arrange that.  We also of course told him that if he brought the ** back to **, we would give him priority service to look over any possible warranty issues, and also give him a full walk-through of the **. (customer made clear that he would not do this). We also offered the customer to take the ** to an ** dealer (or repair facility) closer to where he lives, and then we could work with that ** dealer to help him through any issues. (customer again wasn't interested in this solution)

  ************ (the manufacturer) also has a great ***** customer service line, where they can help customers like this that are not able or willing to take their ** back to the dealership where they purchased it from - and they often arrange for any fixes remotely.  We offered that multiple times, but are unsure if the customer took the initiative to try this as well.

  The customer complained about the location of the heating vents, wanted more vents and wanted them to have been in different areas.  However we informed him that due to the ** having 2 slide-outs and only being around 24ft long, that the manufacturer puts them in the best available areas as deemed by their engineers, prior to them manufacturing the **.  The furnace and heating duct location is determined by the manufacturer (not the dealer) and is all in the same location as when he agreed to purchase this particular **.  We did tell the customer that IF he wished to change how the ducting was done (by the manufacturer) and wished to put an 'elbow' (or other type of re-routing) that if he went to his local Home Hardware, that they could give him ideas on part(s) that could help ... and that we would even help with the costs of those. (again, did not seem to interest the customer)

  We also mentioned that IF he was going to be residing in the Trailer in the winter months, that like all **ers who do the same, he would need to do some research as to how he needs to assure that he can make this work (not have water lines freeze up, and keep the temp at a reasonable level inside, and not have condensation build up etc) ... and we made a recommendation of skirting in his trailer, having separate electric heating sources (inside and also under the skirting), and making sure to have a dehumidifier inside as well.  

  The TV streaming was an issue for the customer, so we encouraged him to have a TV company come look at it, or take it in to a TV/Electronics shop locally. (as again, we are many hours away ....) because IF there were any issues with the TV, then that would be covered under warranty and we would assist him with getting a new one under warranty.  OR if it was an internet (or streaming) issue in his ** park (or with any of his personal devices that do the streaming) ... then they could tell him that as well.

  Voyager ** has never turned their backs on this customer, nor has ************ **.  He agreed to purchase a particular brand new trailer, for an agreed upon & fair price ... and Voyager ** followed through.  The customer himself chose not to pick it up from our location, and was aware that this meant he could not get a full walk-around orientation ... but he made this choice.  The customer was aware that he lived far outside of our own ************** network, meaning he would have to find someone locally to help with any of his ** repairs and/or maintenance that is part of the ownership responsibility of an **.  His new ** is backed by a full factory warranty that is in place to help if he needs any repairs in his first year of ownership ... however the customer seems unwilling to make any necessary steps to get things repaired, if and when the need arises.  

  Like any customer who purchases from our dealership, we are here to support this customer if and when needed - and so is the manufacturer.  However the customer needs to help facilitate things, being that he has parked his ** (seemingly permanently) unable to take it anywhere to get assistance, nor arrange any ** tech professionals to come to him to look at things.  This is what owners of any **/Vehicle/Boat/etc must do ... if and when they need service, they have to make decisions regarding how/when to get things addressed. 

  Customer Answer

  Date: 24/12/2024

   
  Complaint: 22710433
  
  I am rejecting this response because: I want one of them to come here and look and explain what i see. There are 3 mountain passes between us and do not want to pull a tralier across them in the middle of winter. I will even pay for there gas. You can say take a picture all you want but the best way to see it is in person. 
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 06/01/2025

  As we've mentioned, the customer's ** is far outside of our ***************** range.  However we have offered to cover/pay for a ************** call-out fee for an ** ************** company that does service his area (i.e. in the ********* region) ... as they can view/assess any potential factory warranty shortcomings, and then help come up with a repair plan if necessary.  ***************** can get involved if any warranty issues are discovered to need a repair, and/or they can also recommend any other potential changes/fixes to the customer that may be outside of the warranty, or the standard build/layout of the trailer.  

  Once again, Voyager has not turned their back on this customer ... nor has Grand Design.  ****************** is here to help, and plans on helping if we get any concrete direction from a repair company and/or Grand Design.  However to-date, the customer has not proceeded with pursuing any ** repair professionals to take initial look(s) at the ** or any perceived issues with it. 

  Therefore, as an upstanding business who is know for helping it's customers ... and as one that has helped this out-of-town, permanently-parked customer as much as we can (until he takes the necessary steps/initiative) ...  there should be no issues/complaint here to the BBB, and this should be closed. 

  Thanks

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 22710433
  
  I am rejecting this response because: If the company will arrange to have a licenced RV tech to come and do a inspection and complete all warranty repairs I will withdraw my complaint.
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 15/01/2025

  As mentioned numerous times, the customer (owner of the *** needs to arrange for someone in his area to come to view his ** and get a quote done on what possible repairs/etc are needed, as we do not have any locations nor contacts in his area.  This is the responsibility of the customer (and all out of town customers living outside of the service area) to make arrangements for any warranty/maintenance or service work.  We will cover up to $150 in a service call, and then once a quote is done ************ can determine what repairs that may exist, fall under their factory warranty policy. (and ************ can/will work DIRECTLY with the customer, and/or with the ** repair person(s) that the customer sources and chooses to have perform the work.
  It is fairly straight-forward, but our hands are tied on this until the customer has a certified ** Technician come to his ** to have a look.

  Once again we request BBB close this complaint, as there is nothing here - and we continue to go around and around with no progress.  The customer needs to act in order to get any progress on this ... 

  Thank you.

   

  Customer Answer

  Date: 21/01/2025

   
  Complaint: 22710433
  

  
  I am rejecting this response because:

  I will be taking the ** to Runners ** in *********. The pictures will prove that the ** was a used ** and that they were poaching parts from it. They knew that there was no heat in the bathroom and the pictures will show that they had tried to fix it and failed. I had started the complaint with in the 30 day  guarantee i and they would not honor that. It will cost me alot of money to do this. Gas, meals and hotel stays. I just want the company to do the right thing.
  
  Sincerely,
  
  *** *****