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:05/12/2023

  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.

  Purchase of Winnebago Voyager April 18, 2023. Paid $65,995.00 (before tax and ****** trade in of $21,000.00) Theater seating delivered broken. The theatre seating was repaired by Great Escapes prior to delivery. The business is committed to delivering a new and functioning theater seat from the manufacturer. The seating product was broken and damaged while in their possesion.Duing walk through of the trailer, we discovered that the theatre seating was severely broken. It looked vandalized. Mislead by Great Escapes to believe that a replacement theater seating was on order we waited with the broken unit in the trailer. We were informed that it would take around 3 months. This was after Great Escapes failed repair, which caused further damage to the already poor condition of the unit from damage. They pursued the repair, claiming that ********* would not provide them with a new unit. We feel that the repair was rushed to get the unit off their lot and into our possession. At the time we were feeling forced into this circumstance. We feel that the negligence of the trailer while in the possession of Great Escapes is not our concern or responsibility in the first place, and that a replacement in the circumstance is a normal and reasonable expectation. We require a factory replacement to make it right.

  

  Business Response

  Date: 06/12/2023

  The manufacture of the coach *********************** who holds the warranty on the trailer has decided to replace the bottom section of the theatre seating in question.

  We have done all that ********* has asked, pictures and information of the issues with the theatre seating. ********* who is working with the manufacture of 

  theatre seating (******* Industries) have decided on this solution. We the dealer, Great Escape RV, do not hold the warranty on this unit. Same as in the automotive 

  industry, the dealer does not hold the warranty on the unit sold, the manufacture does - ie: ***** GM, Stallantis, etc. The dealer is told what the repair or replacement of a

  component will be. 

  As for the length of time in our response, we have multiple customers, who like ******* have their unit parked at a campground, (which we delivered), and it does add

  to the complexity of the process. Due to this with multiple customers, we are reviewing the feasibility of keeping mobile service. 

  I understand ******************* frustration, but this is the warranty process, as per the manufacture of the unit. 

  *********************
  Service Manger 
  Great Escape RV ****** 
  **************************************************************************************;
  N5X 4B2 
  ************
  *************************************

  Customer Answer

  Date: 06/12/2023

   
  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,
  
  ***********************