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:02/02/2023

  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.

  RELEVANT DATES.1. Purchased from Dealer, *************************: 10/29/21 2. Acquired from Dealer, *************************, and drove to *********, OR (home): 11/24/21 3. First Tiffin contact re warranty claims: 3/5/22 4. Unit retrieved from *********, ** by ***************** for Tiffin to *******, **: 9/19/22 5. First unit delivery attempt by ***************** for Tiffin from *******, ** to *********, **, but damages discovered in **********, **: 11/12/22 6. Unit returned to Tiffin by ***************** from **********, ** to *******, **: 11/19/22 7. Unit delivered to *********, ** by ***************** for Tiffin from *******, **: 12/28/22 8. Tiffin ******** of inspection and unresolved defects: 12/28/22 9. Tiffin ******** of the uninhabitable state of the unit: 12/29/22 10. Uninhabitable conditions and resolution letter sent to Tiffin Service Ops VP: 1/5/23 11. Notice of Intent to File Lawsuit sent to Tiffin President: 1/16/23 12. Tiffin President assigned our case to Tiffin Consumer Affairs Mgr: 1/19/23 13 Full report of unresolved repairs sent to Tiffin President and Consumer Affairs Mgr and 1/21/23 14. Settlement attempts with Tiffin Consumer Affairs Mgr: 1/23-1/30/23.15. Tiffin President ******** of Consumer Affairs Mgr unprofessionalism and second direct attempt to resolve: 1/30/23 16. No response as of 2/1/23 12:11 pm PT *Unit was purchased for the intended purpose of full-time leaving. Without it, we are homeless.*Unit was in Tiffin's possession for 99 days for repairs.*Unit uninhabitable condition for 35 days and counting.**Lodging invoices emailed to Tiffin reps: *************

  

  Business Response

  Date: 02/14/2023

  To whom it may concern,

   Vanleigh RV is in receipt of our customers complaint filed with the BBB and respond accordingly. At the time the BBB information was received, *********** was actively communicating with the customer to resolve any warrantable concerns and are moving forward with an agreed plan of action. *********** will continue to work directly with our customer toward resolution. 

   

  Sincerely,

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

  Consumer Affairs Manager

  Customer Answer

  Date: 02/14/2023

   
  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. However, I would like to note for the record that Tiffin was not actively working with me. It was only after I contacted the Tiffin president and filed the BBB complaint did I start to see momentium. 
  
  Sincerely,
  
  **************************************

• Initial Complaint

  Date:01/03/2023

  Type:Customer Service 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.

  We purchased a new ******** 5th wheel from ** Dealer last February. We had noticed, noted, and reported needed repairs immediately. Two items were fixed by the dealership, the rest were to be fixed in ***********************. *********** only repaired two items, even though they requested a list. We now have the trailer in ********* and have been working with a local repair shop. The repair shop cannot proceed because the factory hasn't sent out the needed parts. We've been passed from person to person, and are currently working with a Tech Support rep, who shipped the wrong parts. On December 7th, we were told he would get us the correct parts, but now I cannot get him to respond to me. Our remaining problems are: a sink fell in and needs to be remounted and the slides have gaps that a child's fist could fit through. We are at just about a year of payments and ownership and cannot even use this for fear an animal will enter.I have all correspondence with the manufacturer and all the correspondence with the various repair centers. I could really use some help, if possible.

  

  Business Response

  Date: 01/12/2023

  We apologize for any inconvenience.  We understand that our **************** team spoke with the customer recently and all parts needed for the final repair items have arrived at *************** except for the epoxy, which the dealer will purchase locally.  Thank you for the opportunity to respond.

  Customer Answer

  Date: 01/13/2023

   
  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 thus far, although the repairs have not been completed and paid for yet.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/15/2022

  Type:Billing 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.

  12/6//21 Invoice ******** $1,145.93 - Charged an unauthorized card in full while waiting on charge disputes to be resolved. Item #1 - Toilet was a re-repair from warranty work but charged out of warranty.($170.23) Item #3 - Generator Exhaust was knocked off from water tank falling out but charged me to repair. ($12.50) Item #6 - Window Shade - already worked on 11/27/19, 6/26/20, 7/19/21 ($215.00) Item #8 - Water Selector Switch - have been having issues since new, keep getting told that's the "way it is" - finally replaced. Took Tech 2 days to fix. Told me it was all good and when I hooked up at Winfield that night leaked water everywhere. Took back in the next morning 12/7 and worked on several more hours. Promised it was all good again. Made me late for appt at MB in ******. That night after leaving MB hooked up at campground and water leaked everywhere again. I called ***** the service manager the next morning on 12/8 and advised him that water was leaking still. He was going to check with tech and get back to me. I STILL haven't heard a word and I STILL have leaking water. ($325.64). Received a call on 3/17/21 from *********************** at ******** that they did not bill my credit card for work done on 12/6 & 7/2021. I advised her of all of the issues with repairs and she was going to advise service and get back to me. I asked ****** to NOT use the credit card that they had on file as it was a joint account with my deceased mother who passed away on Feb 18, 2022 and that I would give an alternate form of payment once the invoice disputes were resolved. On 3/24/22 received email inquiring about payment stating the card had not been run. I telephoned her back again reminding her not to use that card, she agreed and advised that she was still working on invoice. Actually, the card had already been run on 3/22/22. On **** I became aware that they billed bank and asked to credit. On 4.1 last communication, she said that she was referring to Red Bay. End

  

  Business Response

  Date: 09/07/2022

  We apologize for the inconvenience the customer has experienced and the confusion regarding the charges to their credit card. We spoke with the customer today and ******************** will be reimbursing the customer a portion of the charge.  ****************** will be contacting the customer to set up an appointment to repair the outstanding concerns with the motorhome at our ************** in ********, *******. Thank you for the opportunity to respond.

  Customer Answer

  Date: 10/18/2022

  10-18-2022  

  I finally got my claim resubmitted and Tiffin/Wayfarer responded (complaint #17708128). I received a phone call from a young lady out of ******* who said that she was in charge of customer care. The solution that she offered over the telephone was agreeable to us and therefore we let the case close. Unfortunately, Tiffin did not or has not followed through on their solution.

   

  Thanks,

   

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

  Cell ************

  

  Business Response

  Date: 10/18/2022

  During our communication with *******************, it was discussed to reimburse them for the invoice and ******************* stated she did not expect to be reimbursed for the entire invoice, just for the work that was not completed properly.  Tiffin reimbursed the customer on a check dated 9/22/2022 for 1/2 of the invoice amount and we agreed to address any current issues at our factory service center at no charge.  Customer was to schedule an appointment with the Wayfarer Customer Support team to address any current issues.  

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 17708128
  
  I am rejecting this response because:

  Tiffins response is partially true. I did receive a telephone call from a young lady who identified herself as a customer care manager out of Indiana. Her resolution was to send a refund for the entire amount of the invoice from that failed experience at the service center in Winfield. I did tell her that that was very generous of Tiffin and I honestly was surprised as I was only expecting them to address the repairs that were still an issue. She also asked me if I wanted to return to ******** and get the items fixed that were STILL broken. I told her that would be great. She then asked me if I would like to have the service center call me to make an appointment. I told her yes, please do. That was the extent of my communication and had no further contact following that initial call. I did receive a refund check in the mail a few weeks later for $700+ - honestly, I was surprised that it wasnt the full amount that I was told that was being sent. But again, I did tell her that my complaint was an effort to get the still broken items repaired and I didnt expect a full refund so I accept what they sent. It would have been appropriate, in my opinion, for Tiffin to have communicated to me the change in the refund amount than that which was originally stated. The 2nd resolution for the complaint was that Tiffin would be contacting me to schedule another visit to ******** to address the failed repairs. As of this date, I have heard nothing from them. I still have leaky water hook **** a toilet that wont hold water and other issues.  I will accept the partial refund, even though its not what I was told would be sent. I really just want my Wayfarer fixed.  
  Thanks. 
  ***** & *************************
  
  Sincerely,
  
  ***** & *************************

  

  Business Response

  Date: 10/26/2022

  I have been informed by **************** that the customers have an appointment scheduled for November 16, 2022 to address their current concerns under warranty.

  Customer Answer

  Date: 10/31/2022

   
  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. Tiffin has been very helpful in resolving my concerns and I thank them for their prompt reply. 
  
  Sincerely,
  
  ***** & *************************