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:05/17/2024

  Type:Customer Service 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.

  We bought our grand design imagine aim from them and initially they were awesome. We asked for some upgrades they confidently agreed to facilitating. Adding a solar panel, upgrading the batteries and installing an inverter. We get the trailer everything looks great except it looks like the solar is t charging the batteries. It’s very obvious when you do a little research and read the solar controller. It read that no power was reach the batteries to charge them. I took it in and they were adamant they set everything up right and I should be working. So I myself called ** ***** (the manufacturer of the solar components) and very quickly they said it was not working. Moix (specifically the manager **** promised to get it taken care of before we had to leave for a trip. He did not. The service manager was adamant everything was working right even though it CLEARLY isn’t. His words were “you’re just not sure what you bought”. Terrible customer service and lies. I’m asking for monetary compensation so we can get this fixed elsewhere as they even admittedly don’t know what they are doing when it comes to solar. Secondly, we were upsold on our trailer coverage and warranty. We recently had an issue that needed a ****** ** mechanic to come out and when we called the provider they said there was no record of our coverage. Coverage we paid for. We called our rep that set it up and have yet to hear back from him. We paid extra for warranty coverage they did not set up right, we paid extra for solar that is not working. We need the warranty fixed and compensation for the repairs we paid for and compensation for the solar we need to now fix out of pocket

  

  Business Response

  Date: 05/28/2024

  I spoke with *** ******* ********* shortly after receiving this complaint on May 17th.  *** ********* filled in me on some of the details around the issue, and I agreed that we needed to get the unit back into a service facility so we can sort them out for them.  At the time I spoke with *** *********, she was in Georgia working, and they planned to travel to Texas in a week or so.  I asked if they could potentially swing through Arkansas on the way, so that we could address it.  She stated, that was not in their original plan, but she would talk with *** **** ****** ang get back with me.  I let her know that if that was not an option, I would work to find a service facility in Texas where they were going to address it.  

  *** ********* left me a voice message in the week of May 20th, and for whatever reason, I failed to receive it.  I phoned *** ********* again on Tuesday, May 28th to check in on whether she was going to make it through Arkansas, and she stated they were not able to, and were enroute to Abilene, Texas.  I noted that was good, as I know a contact in Abilene, and I would work to set up on appointment for them during their stay there of June 7th thru the 14th.  I told her I would call her back and let her know once the appointment was confirmed.