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:04/02/2024

  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.

  Dear Layzee Acres Management
  I am writing to express my deep disappointment and frustration regarding the numerous issues I have encountered with my recently purchased 2022 Jayco Pinnacle fifth wheel RV. I believe it is crucial to bring these matters to your attention in the hope of finding a prompt and amicable resolution.
  To provide you with a comprehensive overview, my wife and I purchased our RV from Layzee Acres on May 15, 2023, for a total of $158,725.45, inclusive of HST with additional accessories. We were assured by our sales representative, ******* *******, that the RV would be fully prepared for our planned 62-day tour to Alaska, which commenced on June 9, 2023.
  However, upon taking delivery on May 25, 2023, and subsequent inspection, it became evident that the pre-delivery inspection (PDI) was not carried out with the diligence and expertise we expected. This lack of attention to detail has resulted in a myriad of issues, including plumbing leaks, malfunctioning gauges, a problematic refrigerator, and inadequate caulking.
  Despite our attempts to rectify some of these issues ourselves, the overall experience has been marred by constant challenges. Notable problems include a refrigeration system, converter set for lead acid batteries instead of lithium, incorrect wiring of the motion sensor in the pantry, tank level sensors never worked, and persistent refrigerator issues leading to the loss of food during our trip.
  Of particular concern is the discrepancy between the tire manufacturing date (12/22) and the RV manufacturing date (06/22). The uneven wear on the tires and the subsequent revelation from a tire store about a bent axle further raise doubts about the quality of the RV's assembly.
  Furthermore, the dealership's failure to adequately address our concerns during the limited one-hour orientation and the subsequent lack of follow-up contribute to our frustration. The issues have persisted throughout our Alaska tour and subsequent travels.
  I have diligently documented each problem, repair, and communication with Layzee Acres. Despite efforts to address these concerns with the dealership, the lack of a satisfactory resolution prompted me to contact Jayco directly.
  I understand that issues may arise with RVs, but the extent and nature of these problems indicate a failure in the initial preparation and inspection process, which significantly impacts our ability to enjoy the RV as intended.
  I kindly request a thorough review of our case and a prompt resolution. In addition to the inconvenience and stress caused by these ongoing issues, the financial burden of purchasing a new refrigerator, addressing tire concerns, and other necessary repairs have placed an unexpected strain on our resources.
  To expedite the resolution process, I would appreciate a response within 30days. I am open to discussions regarding compensation for the costs incurred due to these issues, as well as any necessary adjustments to ensure the RV is in optimal condition.
  I believe that a fair and equitable resolution is in the best interest of both parties. I am hopeful that Layzee Acres will take this matter seriously and work collaboratively to address and rectify these issues promptly.
  Thank you for your attention to this matter. I look forward to a swift resolution.
  Sincerely,
  ***** & **** ******
  ******************

  Business Response

  Date: 19/03/2024

  On May 25, 2023, the date the customer took possession of the trailer, the customer signed a check out form and did not note any issues or concerns.  The plumbing system contained water at the time and the customer would have had the ability to test it during the orientation. 

  On June 19, when the customer was already on their big trip out west, there is an email from the customer stating that the fridge and freezer seem to cool and freeze ok.  This email supports the argument that the fridge was working properly at time of taking possession.

  There are several emails dating to June 2023 where Layzee Acres provided troubleshooting and diagnostic assistance by phone to try and assist with the fridge.  Ultimately the customer was advised to deal directly with ***** to find a local ** service center that would be able to perform the necessary warranty repairs.  Layzee Acres performs warranty work on trailers brought back to its service center.  While we can and do provide phone support for people that are travelling, customers ultimately need to find local ** technicians that work directly with the manufacturers, who ultimately need to approve warranty repairs. 

  We have emails from the customer that indicate that at the end of June, 2023, after the discovery of the fridge and some other issues we provided assistance with, the customer was satisfied with our services. 

  An email to the manufacturer on June 30^th states that ***** and the team at Layzee Acres have been very helpful

  Another email to Layzee Acres Service on June 30^th states Thank you very much for the help from everyone at Layzee Acres

  There is an email chain between the customer and the manufacturer, Jayco, which indicates that the customer ultimately made the decision to have the ** fridge replaced with a residential fridge.  The ** fridge was apparently left with a dealer in ******************.  This work was clearly not warranty approved and it is our assumption that the manufacturer has declined to pay for the costs incurred.  Now the customer wants ******************************************* to pay for the costs incurred, which we are also declining to do.    

  We are willing to assist the customer with any outstanding warranty issues if the trailer is brought to the Layzee Acres Service Centre.

  *************************

  Layzee Acres ** Sales

  Customer Answer

  Date: 25/03/2024

   
  Complaint: 21244274
  
  I am rejecting this response because:

  The warranty issues is not my complaint

  I am writing to express my deep concerns and dissatisfaction regarding the condition and quality of the ** that my wife and I purchased. Despite our considerable investment of $140,000.00, the ** has presented numerous safety and functionality issues that should have been addressed prior to delivery.
  

  Upon contacting Layzee Acres shortly after acquiring our ** home, I inquired about several concerns a few days after we had got home with our **, particularly regarding the fridge. However, I was dismayed to learn that the earliest available service appointment was not until May 2024. Furthermore, during the initial inspection, which lasted only one hour and restricted access to certain areas like the roof, several critical components were not adequately tested. While I appreciate efforts to demonstrate the auto-level system and assist with generator functions, the overall inspection lacked thoroughness.
  Subsequent consultations with Layzee Acres and multiple ** repair companies, including an authorized NORCOLD refrigerator ** repair company in ******************, revealed significant design flaws in the **'s configuration for the fridge we had. We were advised by these professionals to replace the fridge with a residential one, a step we eventually took to address the issue. Importantly, no party informed us that such a replacement would be impermissible.
  My grievances extend beyond the fridge issue to encompass a myriad of problems with the **, ranging from safety hazards to malfunctioning components. These include but are not limited to wheel bearing issues, a bent axle, 1 tire worn out, non-functional tank level gauges, plumbing leaks, failing blinds, improperly connected water heater, a non-draining gray tank, and construction debris under the rubber roof. Additionally etc., the dealership's failure to respond adequately to my complaints since October 2023 has only compounded my frustration.
  It is evident that the pre-delivery inspection (PDI) conducted by Layzee Acres was insufficient, overlooking critical safety and functionality concerns. Despite explicitly communicating our intended cross-country tour, the ** was not equipped or prepared appropriately for such extensive use.
  I urge Layzee Acres to acknowledge the gravity of these issues and to collaborate with me to find a fair and timely resolution. As explained with my initial complaint we wish to be compensated.

   

  Again my complaint is not about the problems, its about the (PDI)

  I anticipate your prompt attention to this matter and a constructive response.

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

  Business Response

  Date: 05/04/2024

  The customer's claim that he was not offered a service appointment until May 2024 when he called in June of 2023 is simply not true.

  As communicated previously, the customer emailed us at one point in June of 2023 and stated that the fridge and freezer seem "to cool and freeze ok".  If the fridge cooled properly in June in the customer's possession, then it must have also worked during the pre delivery inspection.

  With regards to the wheel bearings, we inspect bearings on USED trailers.  We do not inspect them on new trailers because they are new and packed with grease at time of manufacture.  Concerns about the bent axle were not brought up until after the customer's trip to ****** and probably have more to do with loading of the trailer and road conditions.  If the customer brings the trailer to our service centre, we are willing to go thru the warranty authorization process to address these issues.

  We cannot guarantee that all issues will be covered under warranty.  Certain debris under the rubber roof, for example, may be deemed acceptable by the manufacturer.  However, if the customer brings the trailer back to our service center, we are willing to communicate with the manufacturer to obtain the relevant warranty approvals.  We are not willing to provide compensation and we believe our PDI (which we did not charge for) was adequate and thorough.

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 21244274
  
  I am rejecting this response because:
  
  Dear Layzee Acres Management,
  I am responding to your last communication to reiterate my concerns regarding the
  poor preparation of our Pinnacle fifth wheel upon delivery from your dealership. I want
  to emphasize that my intention is not to fabricate issues or cause undue disruption;
  rather, it is to address legitimate grievances stemming from a series of communication
  breakdowns and inadequate pre-delivery inspection (PDI).
  Contrary to Layzee Acres' response, which seeks to avoid confrontation, I must
  emphasize the importance of transparency and accountability in resolving these matters.
  As evidenced by the email correspondence I have retained, there were multiple
  instances where our concerns were either disregarded or met with delays. For example,
  the email exchanges clearly highlight Layzee Acres' indication that the first conversation
  regarding the issues was on May 27, 2023 only a few day after picking up our Pinnacle, I
  was told no, service appointment available was until May 2024. This prolonged wait
  exacerbated our frustration and necessitated the escalation of our complaint.
  It is worth noting that many of the repairs subsequently undertaken on our ** were
  facilitated outside of Layzee Acres, in *********, **, and *****, *******, under
  warranty. This includes the recent repair to the dryer vent, which was incorrectly installed
  by Layzee Acres during the washer-dryer installation, leading to a breakage, as
  confirmed by the ** professionals in *****. I am more than willing to provide
  photographic evidence to substantiate this claim, should it be required.
  The overarching issue remains the inadequate PDI conducted by Layzee Acres, which
  failed to address critical safety and functionality concerns. Despite our explicit
  communication about our intended cross-country tour, the ** was ill-prepared for such
  extensive use, resulting in numerous issues that could have been mitigated with
  thorough inspection and preparation.
  In light of these circumstances, I reiterate my call for Layzee Acres to recognize the
  gravity of these issues and work with me to find a fair and timely resolution. It is not
  merely a matter of rectifying individual repairs but of compensating for the
  inconvenience, frustration, and potential safety risks incurred due to the dealership's
  shortcomings.
  

  I trust that Layzee Acres will approach this matter with the seriousness it warrants and
  endeavor to reach a satisfactory resolution.
  
  

  Copy of ***** communications below to contradict your reply, and a few more picture of the work that should have been completed on the ****Heaters are not hooked up on the 2 Lithium batteries.Power converter not set for Lithium batteries.Dryer vent not installed in the correct location causing a failure (according to a ** technician, its not installed the correct location causing a failure)Further emphasizing the lack of quality PDI From:

   

  From: ***************************** <*********************************************************>
  Sent: Saturday, May 27, 2023 8:50:37 AM
  To: *********************** <***************************;
  Subject: Re: New 2022 Pinnacle 32RLTS
  Good Morning *****, 
  Safe travels on your first trip here with your new unit.
  Please let me know how your experience was at pickup.
  Talk soon,
  *****************;
  Layzee Acres ** Sales
  *********************************
  ***********************
  OFF - Tuesday/ Wednesday
  

  From: *********************** <***************************; 
  Sent: Saturday, May 27, 2023 1:39 PM
  To: ***************************** <*********************************************************

  Subject: Re: New 2022 Pinnacle 32RLTS
  Hi ****, thanks for the follow-up.
  Well, the experience was not nearly as good as the purchase went.
  The ownership was not ready for our American Coach as expected unfit in Lazy acres name. I asked if
  they could expedite the ownership, the answer was no, and they would only mail the ownership. I asked
  if the ownership could be couriered to speed things up, no it cost *****. I offered to pay the ***** had
  the money on the table, answer was still no.
  Obviously the fellow buying our motorhome is unable to use the motorhome and must wait unit they
  decided to transfer the ownership and mail it. So as of today, no follow-up regarding the ownership. My
  guy paid for the unit quite a while ago. I asked for the gal to send my guy an email to let him know they
  screwed up. But maybe the answer is no. Hopefully, the ownership s**** up will become a priority and
  communicated to my guy.
  The hot water is not working on the camper, I called your place (*****?) he didn't know what is wrong

  and had no solution. I figured it out. The cable was not plugged into the correct outlet on the wall control. So much for the **** The heater would never have worked the way it was. All good now.My only question at the walk thru (*** ?) was... does your company check the wheels and bearing. He spoke yes. I have my doubts. I am going to take it to a local mechanic and have them checked. As explained, we are taking the trailer to ****** for 4 months. I don't want problems. At least wheels and bearings anyway.I have fixed several plumbing leaks so far,The trailer was filthy inside and outside, I would at least expect it to be clean.The fellow (*** ?) giving us the walk thru needs to more familiar with the trailer he is showing how to operate. We still dont know many of the features, but we will figure is out.The one question I do have. the fan inside the freezer and ****** does it ever stop ? it pretty loud.I wished the delivery went better for sure I get the lack quality with the trailer and the heater not working leaks and so on.How the ownership thing is being handled is not good and very concerning to me.Anyway my pleaser meeting you Will.

  ***********************

  From: *****************************

  Sent: Saturday, May 27, 2023 2:38 PM

  To: *********************** Subject:

  Re: New 2022 Pinnacle 32RLTS

  Hi ************* apologize for the inconvenience with the issues you are having.With that said, we do check bearings and test everything this way. I can assure you of this.Following that, the ownership I will look into. I have been in contact with **** and have spoke with my boss to ensure this is resolved as soon as possible.It was a pleasure working with you nonetheless, and I will be in touch if you need anything or have any further questions.
  ***********************
  

  Layzee Acres ** Sales
  **************************** **
  ***********************
  OFF - Tuesday/ Wednesday

   

  I do have the original emails which can be forwarded if there is any reaming doubt. I am sure Will also has copies.

  I reiterate the profound impact that the lack of follow-up and quality assurance has had on my family's **ing experience. Despite repeated attempts to address the issues with our Pinnacle fifth wheel, we were left to deal with the multitude of problems ourselves, as the trip we had booked to travel to the ***** and ****** could not be canceled and was already paid for.
  The lack of concern exhibited by Layzee Acres, exemplified by the response that we were booked until May 2024 for service, is deeply troubling. This timeframe was unacceptable given the urgency of our situation and the significant investment we had made in our ** and pickup truck. As a result, we had no choice but to take matters into our own hands to ensure that we could meet our tour group in ******************, **, with our $140,000.00 fifth wheel and our $120,000.00 pickup.
  The failure to provide adequate support and resolution has not only caused immense frustration but has also undermined our confidence in Layzee Acres as a reputable dealership. It is evident that the quality of the pre-delivery inspection (PDI) was severely lacking, leaving us to contend with numerous safety and functionality issues on our own.
  In light of these circumstances, I expect to be compensated fairly for the inconvenience, stress, and financial burden incurred as a result of Layzee Acres' negligence. I urge Layzee Acres to take swift and decisive action to address these concerns and provide a resolution that reflects the gravity of the situation.
  

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

   

   

• Initial Complaint

  Date:01/09/2023

  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.

  August 11, 2023 We bought a new 2022 Hearttland Trail Runner. We were told 1 to 2 weeks pickup and that they would call us. On Wednesday second week I left a message for salesman to call me, no call back. I then called ******* center and they finally found my order and said to come pick up that Friday. When we got there I started to walk toward the trailer that looks like the one we bought and a lady ran out and said you have to pay for trailer before inspection. The trailer was dirty so dirty you could barely see out the windows. My daughter took pictures of condition while we got the walk thru with PDI person. When we got home and hand washed the trailer we found that one window was cracked, both sides of kitchen sink leaked and there were stone chips from hauling trailer from sales lot to PDI site. My daughters pictures confirmed it. I called ****** at Sales lot, so called manager and he did not seems too concerned about my problems and with the condition of the trailer on pickup. He only said I would have to book a time with the service center and bring back the trailer at my expense and time to fix the items that should have been done prior to delivery. Not fair and extremely poor business practice. I still have not heard from the salesman.

  Business Response

  Date: 22/09/2023

  Attached is a signed check-out form that the customer signed at time of orientation and pickup.  There is no mention on the form of a cleanliness issue or any other issues at the time.  If issues would have been raised at the time, they would have been addressed.  I checked with our service department and they don't have any record of communications from the customer.  ****** is the ********************** manager and did address your situation.  If you would like to book a service appointment, please contact our service department at ******************************************************** or by calling in and following the appropriate telephone prompts.  Any warranty service work to be done will need to be approved by the manufacturer.  Stone chips on the front of the trailer are not covered by warranty and is not something we will be taking responsibility for as they were not noted on the check-out form when the customer took possession of the trailer.    

  Customer Answer

  Date: 22/09/2023

   
  Complaint: 20553967
  
  I am rejecting this response because:
  I did bring up the condition of the trailer to the lady in the pickup centre and advised her that I would make a formal complaint since they did not want me even to see the trailer until it was paid for in full. The only thing is certain is there lies and it best be handed in court. I will take my trailer to another trailer dealer and sue ***** Acres for any out of pocket expenses and loss of use. 
  Sincerely,
  
  *************************

  Business Response

  Date: 06/10/2023

  The customer never suggested that they did not want to accept the trailer or that they wanted their money back.  Those situations are brought to my attention and a deal can be cancelled if there are legitimate reasons such as damage to the trailer.  However, that never happened.  Instead, the customer signed the check-out form without noting any of the complaints and drove the trailer down the road, thus clearly taking possession of it.  We are willing to address any warranty concerns for the customer (and will work to obtain warranty authorizations from the manufacturer).  For damage items not covered by warranty (such as stone chips), we are willing to address those at half of our regular shop labour rate as a gesture of goodwill.

  Customer Answer

  Date: 09/10/2023

   
  Complaint: 20553967
  
  I am rejecting this response because:
  This company only responds in lies and my complaints were addressed with their customer retention person, manager, lady at pickup site and unreturned calls to salesman. Parts have been ordered and the cost of repair will be part of our  legal claim with log of calls to various Layze Acres staff and emails. 
  Sincerely,
  
  *************************

  Business Response

  Date: 26/10/2023

  Given that the customer signed off on the trailer without any indication of damages, we are not taking responsibility for damages reported after the fact.  If the customer schedules a service appointment with us, we will address any warranty issues and coordinate with the manufacturer regarding the necessary warranty approvals.  As previously mentioned, as a goodwill gesture we are willing to address non warrantable damages at a reduced labour rate.   

  Customer Answer

  Date: 26/10/2023

   
  Complaint: 20553967
  
  I am rejecting this response because:
  I will see them in court. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/09/2022

  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.

  In August of 2022, my family was looking for a new trailer to purchase. We had found one we liked at Layzee Acres but we were misled during the sales process. We were looking for financing for the trailer but before they would provide the financing terms, they required a credit card authorization. We were informed that this would not be charged until after all items had been signed and agreed upon. After reading through the financing terms in depth, we were not happy with what was provided. They were requiring us to pay the entire amount of interest, regardless of how quickly we paid it off. The staff told us it acts like a regular mortgage where additional payments come off the principal, but the pre-payment terms in their paperwork did not match what they were saying. They were also refusing to amend the paperwork to reflect what they were verbally informing us of. I don’t agree to something unless it is written down and this was not written down, so we stopped the deal without signing the contract. On top of that, upon inspection of the trailer, they found that it had been damaged and they would not allow us an opportunity to sort out compensation until after papers were signed. This left us feeling very uneasy about the way they conduct their business so we wanted to move on and find a different dealer. They then went and processed our credit card for $2000 saying that we backed out of the deal last minute. When attempting to speak to the *******, he was out of the country and unable to speak. We have still not been able to connect with them about this matter and want our money back that never should have been charged in the first place.

  Business Response

  Date: 20/09/2022

  The customer made a NON Refundable deposit for the purchase of the trailer.  A copy of this signed form has been submitted to *** and in addition to a signature, the customer also initialed the box where it says NON Refundable.  We generally only forgo to collect the Non refundable deposit if a deal is subject to financing and gets declined by the bank.    

  Their claim about the financing is incorrect.  These are standard open loans with the major Canadian banks that can be paid off at any time without penalty.  There is no interest due other than what has been accrued.

  Ultimately, the decision was made to refund the deposit to the customer.

• Initial Complaint

  Date:07/07/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 fiancé and I purchased a new travel trailer from Lazee Acres Rv on Tuesday July 5/2022 . My fiancé went to pick up the trailer from their Sebright location as scheduled on Tuesday at 12pm. Lazee Acre s pulled our trailer up to a large tarp for the walk through as it was raining that day.
  At that time, my fiancé noticed a couple of minor things in which Lazee Acres quickly resolved.
  My fiancé drove our trailer home in the rain (approx 76 kms of mostly country driving. My children and I went inside to have a look. Upon looking in the master bedroom, I stepped in a puddle of water. Upon further investigation, we found water dripping out of the closet and running down the front and side walls on the inside of the trailer where the seams are located and under the mattress and into the wood.
  Immediately I went on Lazee Acres website to see whom I should contact and their website tells you to contact service immediately if water or electrical problems. I was then informed I would be sent an email and to send pictures of the water to this specific email for assessment.
  I was then told we would have to bring the trailer in to be assessed so they can repair it. I told them they could come get it to assess it but we do not want the same trailer returned to us.
  I am willing to exchange for a different trailer or ask for a full refund. At this point, after them telling me today over the phone that they will come get the trailer but either way we have to take it back because we bought it. We owned it for 2 hours, it was damaged and they’re trying to stiff us!! A hard working family who received a small inheritance and decided to purchase something for our family to do in memory of our lost one!!!
  We love the trailer itself and initially only wanted to exchange it but after the way the family run business has handled this situation we would like a full refund.