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Complaints
Customer Complaints Summary
- 9 total complaints in the last 3 years.
- 2 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:11/02/2025
Type:Service or Repair IssuesStatus:UnresolvedMore 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 been dealing with the same issues on my trailer going on 2 years now and every time I contact someone I get told they are working on it or that they have not heard from anyone on it yet. I have left VM for many of the service staff there with no call backs in any way. Jayco says that they are a great dealer of their and everyone say great things but if I were Jayco I would terminate them. ***** makes a great product but if they are not backed by a great dealer then people think that they are junk.Business Response
Date: 12/02/2025
According to our records, the last time we visited the customer's trailer onsite was Sept 2024 to address concerns about the exterior marker lamps. No other outstanding items are listed in our system. We are happy to assist with any new concerns; we expect to begin our onsite season in April 2025.Customer Answer
Date: 14/02/2025
Complaint: 22928870
I am rejecting this response because: Yes you fixed the marker light issue but if you look at the history you also looked at the leak on my kitchen slid that caused some damage to the ceiling. I have been trying to get a straight answer from ****** and then from ******* on when I will hear back on this topic. The repair person has sent the picture to the service department 3 times and still no confirmation that a repair will be completed. Last year every time I ****** it up to ******* I was told that you still had not heard from anyone of the repair and that you could not find the pictures from the repair guy. He noted that the roof membrane was leaking due it not being installed correctly at the factory. The factory eternabond tape that seals the outer edge of the roof was not installed correctly and this was causing the water to enter the kitchen slide. I did email ******* earlier in the week about this issue and I still have yet to hear anything back on getting this resolved
Sincerely,
*** ******Initial Complaint
Date:27/06/2024
Type:Service or Repair IssuesStatus: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.
On May 4 2024 I purchased a motorhome from RV Canada at *******************************************. ************. The cost of the ** was approximately ********** RV Canada committed to fixing issues brought up during our inspection, a brand new mattress for the bed, holes in the paneling. Filling up the fuel and propane tank. The ** was picked up towards the end of May. There was a more pressing situation with regards to the person the ** was going to house and so we post poned servicing these issues so we could get settled. Not one of the items promised were actually done. The fuel and propane were not filled. The mattress was not delivered. I do not even have keys to lock the door of my **. I have sent several emails to have these items fixed and delivered. I have left countless messages with reception, voicemails on individual answering machines. My attempts at contacting anyone I dealt with since May 18th 2024 have not been responded to in any way. My spouse drove to the location last Wednesday June 19th and spoke to a man named ****** who claimed to manage the entire location of the ****** of Wales store who assured him he would be in contact with my by end of business day and that did not happen. I received a voicemail on Friday the 21st of June asking me to return his call which I did and he was not in so a message was taken by the receptionist. We are now days away from the month of July and still no response from anyone in finance, sales or service. If RV Canada is not willing to respond to my requests to have a safe and secure ** as promised and complete the work necessary, give me my money back and I will take my business elsewhere!Business Response
Date: 09/07/2024
Against our better judgement and in an effort to satisy the customer, we allowed the customer to pick up the unit before it was completely ready. The customer waived having the pre-delivery inspection and repairs completed and the mattress installed because the unit was required immediately. We rescheduled other customers and deliveries to at least ensure major appliances and and systems worked, with the understanding that the other items would be addressed when scheduling permitted and when parts arrived. Many of the issues have since been resolved. For the fuel and propane, the customer agreed to fill both and send us receipts to be reimbursed. It appears we have not received those receipts, at this point. ***************** should be contacted to make an appointment to address any remaining outstanding issues.Customer Answer
Date: 11/07/2024
Complaint: 21908853
I am rejecting this response because:Your response is absolutely untrue! If these issues were resolved, a complaint would not have been filed.
Yes, it was agreed upon pick up of the ** that the issues that were not impeding the immediate use of the ** would be addressed at a later date, the problem is that I have been unable to schedule these repairs as no one has responded to any of my inquiries, phone calls and emails. Not even after an in person visit were my issues resolved. We were told there were 7 brand new mattresses in the back by the manager **** and he said one should have been taken off an ** in the showroom and provided the day of pickup.
The final bill of sale included having all fluids topped up prior to us picking up the ** and that was never waived. That is just the very basic requirement to drive off the lot! Not even windshield washer fluid was added, it was empty. The receipt for the fuel was submitted 3 days after we took possession of the ** and it was reimbursed on the spot.
The day after this complaint was filed, I finally received a phone call and was able to obtain the actual keys to the ** door and storage compartments. (That required me taking the door handle apart to find a code) and have since made an appointment to have all other issues addressed.
It is absolutely unacceptable customer service. The very basics for safety were not even met. No apology or reason was provided or offered as to why no phone calls, messages and emails were returned even when facing the service manager face to face.
Sincerely,
*******************************Business Response
Date: 29/07/2024
I want to sincerely apologize for the oversight and for the frustration experienced by ******************** with the delivery of her motorhome. I understand from her message that her issues were not properly resolved in a timely manner. Its clear we failed to meet expectations, particularly in the areas of communication and service quality. Excuses aside a rushed delivery should not have caused this many issues. With respect to the outstanding issue with the mattress, our sales manager was correct in stating we have several new mattress on site. However, he did not realize the mattress for ************************ motorhome was a specialty mattress and had to be ordered from the factory in the **** These orders can somtimes take soem time to arrive at our repair facility.
As a gesture of goodwill, we would like to offer a ******************* a complimentary winterizing once she is finished camping for the season. Once again, I apologize for the inconvenience and frustration this has caused. We appreciate these issues being brought to our attention. We value customer feedback and are committed to making the necessary improvements to better serve ******************* and our future customers.
Sincerely,
*********************************
General ManagerInitial Complaint
Date:20/10/2023
Type:Service or Repair IssuesStatus: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.
PLAINTES CONCERNANT RECLAMATION POUR REPARER NOTRE ROULOTTE Bonjour Le 22 janvier 2020 nous avons achet notre roulotte JAYCO JAY ****** 267BHS VIN 1UJBJ0B2L17W0476 au montant ********* incluant assurance de *******de SAL (Industriel Alliance)En 2020 et 21 nous ne lavons pas utilis cause du covidet lan dernier nous lavons utilis environ 1 mois au total car nous ne sommes pas des camp**rs saisonniers et quautrement notre roulotte est toujours dans notre cour, cette **** 2023 nous lavons pris et le chauffe-eau au gaz ne fonctionnait plus et une couple de semaines aprs ctait la fournaise qui ne fonctionnait plus.Nous avons achet 4 roulottes de chez rv canada ****** et nous avons toujours ** des problmes concernant les rparations. Nous avons emport notre roulotte le 15 septembre 2023 et maintenant ils doivent remplacer le bloc dalimentation et les lignes gaz.RV canada a envoy une requte le 12 octobre a *** assurance et que lassurance la retourne a rv canada le 13 et que rv nous ont appel s**lement le 18 octobre 4 :45 pmnous avons r** la requte et la rponse de lassurance et non de **** rv canada nous a dit de contacter lassurance nous-mme.Mais jayco a une garantie de 2 ou 3 ans et je crois sincrement que cest un dfaut de manufacture et que ceci devrait tre couvert par jaycoje vous ****xe achat/copie contrat dassurance et courriel de ***(industriel alliance) qui nous refuse, ainsi que la requte de service $2771.81 que rv canada nous demande et nous dise que probablement on a t dans la grand herbe pour avoir fait cela et qui nest pas le cas du tout.Svp nous rpondre ds que vous pourrezcar cela fait 2 fois que je dois me battre pour mes roulottes avant une 33 pieds 2017 de ******* ctait un problme similaire leau avait entr aprs 2 mois dusure s**lement.Jattends de vos nouvelles impatiemmentBusiness Response
Date: 13/11/2023
We are sorry to learn of the difficulties you are experiencing.
You purchased and picked up your trailer in the June 2, 2020. ********* limited warranty expired June 2, 2022 and the structural warranty from Jayco expired June 2,2023. You maintain your extended warranty from *** / IA which will cover certain components and repairs as outlined in your extended warranty agreement.
The issue you are experiencing relates to a faulty propane manifold which feeds all the appliances in the unit. Due to the method the manifold and lines are manufactured, removing the lines from the manifold will damage the gas lines.
*********** quotation includes the supply / install of a new manifold (covered by your extended warranty, *** / IA) and the supply / install of new propane lines throughout the trailer. Unfortunately, the bulk of the cost of the repair are items not covered by your extended warranty.Customer Answer
Date: 24/11/2023
This issue has not been resolvedwe still have to pay and it doesnt make sensethank ********************
Initial Complaint
Date:01/08/2023
Type:Service or Repair IssuesStatus: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.
On May 25th I reported my interior wall was bowing, then on the 11 of June I added that my hot water tank was no longer working. I Signed the work order on the 19th of June which was approved n the 21st. No one has come to fix the problem. I have putt the 100 deposit and I paid a lot for the warranty where they come to you. I have now been without water for over a month and my camping closes in 4 weeks. I also advised that I needed an inspection with them to keep my warranty valid and still have not heard from them.Business Response
Date: 03/08/2023
We apologize for the delay in reaching your trailer at your
campground. We continue to experience labour shortages and long lead
times to respond to on site service calls. We have ongoing arrangements
with independent mobile RV repair service companies to help with our back log.
Your file was given to one of these independent RV repair
companies last week and they will contact you shortly to make arrangements to
visit your trailer and make repairs.
Please expect a call and site visit by Aug 11 2023.
Thank-you
for your patience.Initial Complaint
Date:13/06/2023
Type:Service or Repair IssuesStatus: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.
We purchased a 2021 fifth wheel from RV Canada in Ottawa last fall, it was delivered to our camp site in Notre-Dame-du-Laus. The delivery man fell into a ditch with the fifth wheel and did some damage, bent the rack for the spare under the back end, made a long scratch and punctured a hole under the front hitch part. We were told that they couldn't come back to repair the damage and replace the rack due to the cold weather that fall. After speaking to the customer service we were told they had all the equipment to repair it and would come back early spring with the warmer weather to do the repairs. Now they are just stalling and asked if they could put it off until the fall,,, we said no that we would like the repairs done now. We have other minor issues and wanted to have it looked at at the same time. They sent us a bill before they come out but we have the top of insurance we purchased at the same time. We believe they are trying to separate their repair with the other minor repairs and charge us for coming out to us.Business Response
Date: 30/06/2023
We apologize for the delay in reaching your trailer at your
campground. We continue to experience labour shortages and long lead
times to respond to on site service calls. We have ongoing arrangements
with independent mobile RV repair service companies to help with our back log.
Your file has been given to one of these independent RV
repair companies and they will contact you shortly to make arrangements to
visit your trailer and make repairs.
Please expect a call and site visit by July 7 2023.
Thank-you
for your patienceInitial Complaint
Date:07/11/2022
Type:Service or Repair IssuesStatus: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 Trailer at RV Sale August 2022
-Sold us the wrong trailer
-Advised we can give it back or they can fix the deficiencies
-We advised if they fix the deficiencies we will accept it
-They did not fix the deficiencies
-They will now not take back the trailer
August 10th
Went to RV show and agreed to purchase a trailer. We looked at a few models but ultimately agreed on the unit we were standing in. There were 3 people with me at the time who can confirm that we agreed to purchase this trailer that we were standing in. We have a sold sign which was put on the trailer we agreed to purchase. Sold sign photographed and we can confirm it was put on the trailer we wanted. Sales person mixed them up and put the wrong trailer information on my bill of sale. Same make and model but not the same unit we agreed to purchase.
October 25th
Received a phone call from ****** at RV Canada (carp). Confirmed with her verbally that ALL items have been addressed as per ***** ***** requests after our meeting. ****** advised that all items were done. Advised if everything we had issues with are fixed, they can deliver it.
November 4th
Trailer was delivered. We noted that not one item on our list was completed and that the trailer had more damage to it this time. Contacted ***** **** right away and confirmed with her that nothing has been fixed and noted the further damage. She advised she will get back to us right away. Called us back and advised they will take the trailer back to fix the issues.
Called RV Canada to request a meeting with the manager as they have had many opportunities to fix the issues and have lied already about them being done. Got a meeting with the Manager – ******* for Monday at 9am. Nothing was resolved during this meeting. He brushed us off and said he would get back to us.
They are now refusing to take back the trailer.Business Response
Date: 08/11/2022
the customer purchased a
trailer in August 2022 and signed all paperwork completing the sale shortly
thereafter.
September 13th the
customer and her father came for the demonstration of the new trailer. There
were concerns that the trailer purchased was not the same camper the customer
had visited at the Canadian Tire Center Sale. On or about September 14th, the customer and a sales manager corresponded about the issues that arose while visiting the trailer on
September 13th. At that time, the option was given to cancel the
sale. It was then agreed that the customer would visit the camper again and
review the deficiencies. On September 21st, the customer visited the trailer again and it was determined the issues were minor and that the sale could be completed, provided the minor repairs woud be made.
The items that require repair are
as follows:
3 Cabinet
doors to be installed in the spring, onsite (the customer had agreed to this).
Door side
rear compartment door (We have ordered the part and it will also be installed in
the spring on site)
Relocating
the battery box (we can install a piece of wood across the supports and turn the battery box sideways. the customer was content with this fix.) This is a
modification requested by the customer and not part of the original sale.
Installing
of the sound bar on site in the spring. (Missing an accessory that we will
provide)
On
October 25th, the customer was contacted to let her know what parts are on
order. Miscommunication may have occured here as parts were approved and ordered for a
spring install, but were not physically installed. It must be noted once again that
we are talking about 3 cabinet doors and a compartment door. All items in the
unit are operational and working as intended. We are correcting the minor
deficiencies by ordering replacements parts.
On November
4th, the trailer is delivered with the plan to install remaining
items in the spring. The only item that should have been placed in the unit
prior to delivery was the sound bar which we will also rectify.
This sale
is complete, and in the spring, we will remedy the outstanding items, on site and at no cost to the customer.
We remain committed to our customers' enjoyment of their camping experience.Initial Complaint
Date:09/10/2022
Type:Service or Repair IssuesStatus: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.
On may31 st I sent this to RV Canada.
Hello. This is ***** ****. I purchased this trailer, and it was delivered a few weeks ago. I have noticed many defects and repairs that need to be done. Some problems like the outside awning are not installed properly, and the screen doors are missing as well. The shower door opens automatically, and the bathroom floor problem is important to check. The shade on the windows is not installed. The chair needs to be replaced. Not mentioning other serious repairs. I attached the videos to have a visual input of the problems.
******* **** ******* ******* ******************************************************************************************************************************************
I would also like to receive the PDI list that was for the original inspection and timelines for repair.
I am very disappointed, and I would like to request someone to come over here to replace and fix everything urgently. I can’t move the trailer with the deck so someone must need to come here. From the day I received the trailer the delivery person broke the lifts on the end and bent them and told me I would have someone reach out to me, but nobody reached out. From this time there has not been any communication whatsoever with RV Canada.
I spent a lot of money on my deck and stationed the trailer. We also recommended other people to buy trailers and until this trailer is 100%, we will not be recommending any others. I need someone to contact me and be transparent not just do a sale and not follow up.
I expect a response as soon as possible. ** ***** ****** ** ***** ********* Thanks!Business Response
Date: 26/10/2022
Many events have transpired since May 31, and the date when
the videos posted were created. We visited your site on July 13 2022 to
replace the bent stabilizer jacks as promised and to assess other concerns you
listed to us. Since this visit we have processed several claims with
Forest River and have secured approvals to make repairs. We had lined up
a mobile tech to again visit your trailer onsite and which point the decision
was made to pickup your unit (at our cost) and bring back to our service center
for further repairs. Further, an appointment was made for you to meet
with the service manager and walk through your trailer. You did not show
up for this appointment. The idea of you walking through the trailer was
to ensure all your concerns were noted and addressed. Then our plan is to
make repairs over winter and then place your trailer back on your site (again,
at our cost).
Here are specific responses to your videos posted:
Bathroom Door & Floor – we have approval to
repair the issue outlined with the shower pan. You were informed of the
same a few weeks ago.
Bedroom Door Problem – the doors on these trailers do
latch snugly to the frame… the fix is a simple adjustment
Bent Bracket – this was replaced on July 13, not sure
why it was posted on this forum
Broken chair – if there is a manufacturing defect
with the furniture, we will certainly note with Forest River. We simply
do not poke every square inch of the furniture during our PDI to ensure there
are no concerns like you discovered
Cabinet near the couch – this is a simple fix also,
the staples holding the panel simply came loose.
Drawer door – a simple adjustment will ensure the
drawer closes properly
Entrance door screen – you mentioned it is missing…
in the video labeled ‘window shade’ the screen is sitting behind the sofa.
Unfinished ceiling – this is how they are
manufactured. Look at any other Wildwood trailer and you will see the
same construction process
Awning – approved by warranty to repairInitial Complaint
Date:13/09/2022
Type:Service or Repair IssuesStatus: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 a new Jayco RV from RV Canada in June 2021. The ******* ***** ******r also sold me a full onsite warranty/ mouse protection along with whatever other coverage was offered. The trailer was delivered and within a week I had a need to contact the service centre regarding warranty issues (I can provide a list of all issues) to date the list has grown and I have been waiting over 16 months. With the only response being we are working on getting a date.
The panel for the black and grey water has not worked since day 1. The main bedroom has leaked since day 1 any time it rains. The main front window is not installed properly. The outdoor fridge has not worked since May of this year; the same for the TV (both are factory installed and covered under warranty). No one will call my husband or myself back regarding our issues; in fact we have been told things are not covered which are clearly stated they are on the purchased warranty. I am seeking the work to either be completed in entirety ASAP by RV Canada under the warranty they sold me and I have been paying for. Or I would like a full refund including all payments and interest from the date of sale to the date they take possession back.Business Response
Date: 20/09/2022
This camping season has presented itself with many challenges
for RV service centers. There has been an increased volume of unit sales
and subsequent need for service. We have also seen a large
shift in the number of customers parking their units and requesting service
on-site at a campground. Labour shortages are an issue in all industries,
and the RV industry has not escaped this added difficulty.
In an effort to reach and cover our service calls, we have
secured arrangements with three independent mobile RV repair service companies.
Your file has been given to one of these independent RV
repair companies and they will contact you shortly to make arrangements to
visit your trailer and make repairs.
Please expect a call and resolution by Sept 30 2022.
Thank-you for your patience.
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