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:12/12/2024

  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.

  July of this year I traveled to Nipomo CA to look at trailers at a dealership named Trailer Hitch. During the process of looking at trailers I was approached by a sales person named **** he asked me, what was the most important feature I needed in a trailer? The answer to **** was dry camping for 4-5 days he answered he gust the right trailer for me the go-power equipment in the trailer will be good for 4-5 days dry camping. I purchased the trailer that afternoon and made arrangements to pick up it up in 3 days, the date of my reservation at one of my favorite campsites. When I went to pick up my trailer 3 days later I discovered that the trailer I purchased was not equipped with all go power equipment and would not sustain the needed electricity as I was told by ****. The trailer would not last even a day dry camping. When I tried to correct. **** I found out he had been fired at this time I tried to contact Mr. Hollywood his supervisor, but found out he had been replaced. Since I had signed a contract to purchase a trailer that would not fit my needs, because the sales person had lied to me, there was nothing I could do but spend more money to update the trailer to fit my needs. When I bought this to the attention of the new sales manager Brian, he assured me there would be no labor charges to install the new equipment on my trailer further he said all parts purchased at his store would be billed to me at cost. After having the needed equipment installed to have the trailer perform as stated, I was charged a labor charge and was told by Brian that if I did not pay it no more service would be performed on my trailer. July 12 – Bought the trailer since one could not see the devices and took the sales manager word **** since one could not see the devices that made it possible for the trailers electrical devices to last for 3-4 dry camping. July 19, 2024 Trailer in for service front two stabilizers broken and wall in front storage compartment is coming off. Also reported to service manager the electrical cord, needed to run the air conditioner and microwave oven, and the shower cord, needed to take a shower outdoor shower, is missing comment by service manager Steve most likely damage done when loading on to and off truck with forklift. 4 – August 02/24 Trailer in for service, cabinet above sink does not close correctly. Kitchen blind does not work. Drawer below sink does not close correctly. Toilet is not straight and leaking. October 23 The front right stabilizer brake again, at the same place as the one replaced?? July 19, 2024, the trailer hit a rock pulled the trailer sideways hit another rock I then drove the trailer back to Trailer Hitch. Where I was told by service technician I would get a call in three days to update on the trailers status I did not receive a phone call. Since October when I took the trailer I have placed four phone calls to Trailer Hitch each time It went to recording and I would be called back have not heard from anyone so I drove there the service manager Steve was out and I was told he would call me. At this point I asked to see my trailer but the staff at Trailer Hitch did not know where my trailer was. A – Did not install battery correctly (very dangerous). Refer to many articles on the danger of installing Lithium-Ion batteries in confined spaces. November 25- I traveled to Trailer Hitch in Nipomo and talked to Windy Adam's where all problems with my trailer were discussed, especially the battery placement problem, since I purchased it. I gave her all the notes I had written and the warning about the placement of the battery she copied them then said she agreed with my statement the batteries were placed in the wrong place according to these articles and moving them to the correct place would be at Trail Hitch expense. At this time she said she would look into the matter at hand very seriously and call me, for certain, Monday the first of December she did not call or in any way try to get in touch with me. November 27 - I talked to Wendy Adam's about the relocation of the batteries on the out side of my trailer since they needed to be vented. The reply from Wendy Adam's she talked to the senior technician and he replied those are special batteries AES BLUE premium lithium batteries therefore they do not to be placed in a well ventilated area in your trailer and she agreed exactly. I called Trailer Hitch the 4th of December asked for Wendy Adam's she was not there and there was no telephone at her location, but she will be back in about a hour and she will call you. Wendy Adam's called she told me she talked I to the senior technician and he replied those are special batteries AES BIUE premium lithium battery's therefore the do not need to be placed in a well ventilated area she and the technician assured me there is little chance of damaged by any low. At this point I explained to her the first problem was this is a one axel trailer and it is "well known" if for any reason the tire blows the side of the trailer will receive a great blow not to far from the placement of the batteries. her reply next time don't by a one axel trailer. The second problem was when I camp in a very warm environment, according to what I read, the batteries could start a fire.

  

  Business Response

  Date: 12/12/2024

  On 10/23/24 Mr. M****** showed up at the dealership at approximately 9:42 AM without an appointment for service. We have had several other times that Mr. M****** has arrived without an appointment. I decided to take him in for his concerns with his 2024 GeoPro 20FBS.When he first started to go over his concerns he stated that the unit's stabilizer jacks fell down on their own. He did bring up another concern in regard to his driver side fender having damage.

  I Advised Mr. M****** the fender will not just crack on its own. At that point he did let me know the jacks came down during a trip. The rear driver side stabilizer leg came according to Mr. M****** causing him to swerve and collide with a pole.

  I advised Mr. M****** that we will submit for warranty through the manufacturer (Forest River).

  RO# 55067 was created on 10/23/24 with his three concerns.

  On 12/2/2024 (Forest River) denied his repairs due to "travel and transport".

  I have attached the RO for your review.

  In regard to his battery, I have made several attempts to call him and come up with a resolution that will work for him.

  Mr. M****** was sold lithium-ion batteries that do not require the ventilation Mr. M****** is thinking they do.

  We would like to come up with a resolution that is fair for Mr. M******.

  If he can communicate with someone at the dealership in a professional manner, we would like to get this taken care of ASAP. However, at this current moment his unit is here at the dealership that still needs to be repaired. and as I stated before (Forest River) has denied his claim.

   

   

   

   

• Initial Complaint

  Date:11/06/2024

  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.

  I took our travel trailer into Trailer Hitch RV on6/19/24 because the slide-out stopped working. I purchased the trailer there in 2022 along with the extended warranty. Two weeks later I called to ask what the status of the trailer was. I was told that I may need a new roof and side according to their "roof inspection". I never asked for a roof inspection! I asked the service advisor to "stop talking to me about the roof, What is being done about the Slide-out?" He informed me that I would need to get my insurance involved. insurance paid over $9000. and Trailer Hitch RV wanted another $3500. the over all cost with insurance was $14,425.74 for a trailer that is only 2 years old! The service advisor (Derek Marrufo) claims that a tree branch tore the roof from front to back. I've never parked the trailer under a tree. I never asked for a roof inspection so I'm wondering why he felt compelled to get it inspected. I suspect that Trailer Hitch RV parked it under the tree branch that caused the damage to the roof. They had our trailer from 6/19/24 until 10/21/24. that sort of timeline is unacceptable. our insurance man told us that he and Derek had come to terms with the money the insurance doled out. you can imagine our surprise when we had to give over $3500. more in order to take our trailer! nobody at Trailer Hitch RV ever informed us about the additional $3503.51 until we called them to see when we could pick our trailer up! total cost between insurance and our out of pocket was $14,425.74! the trailer only cost us $21,000 when we bought it 2 years ago!

  

  Business Response

  Date: 01/08/2025

  Attached is the final repair order from the completed repair. The unit was brought in for service on 6/19/24 for a slide issue. I have spoken with my technician that diagnosed the unit. To find out how the roof damage was discovered. His statement is as follows. While on ladder inspecting slide out mechanism failure. Could easily see damage to roof along roadside of roof. Reported to service writer to let the customer know about the damage. At that point we advised the customer of the damage. And with the customers approval we initiated the claim with their insurance company. We (THRV) were able to get the following monies $2,042.67 from service contract $8,504.56 insurance (progressive) and $375.00 deductible. The remainder Is $3503.51 that was paid by the customer. 

   

• Initial Complaint

  Date:09/13/2024

  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.

  Purchased a Genisis Supreme 5th wheel on 05/03/24 from Trailer Hitch RV. Since that time we have had numerous issues. On our first trip in July 2024 the emergency window in the bedroom fell out on the 5 freeway narrowly missing a van of students. We phoned trailer hitch immediately, only to be sent to the manufacture who referred us back to Trailer Hitch RV. On our return I again touched basis with Trailer Hitch who assured me a replacement window was in the works. We had another trip planned on August 1, 2024. I checked in before our August trip and was told still no window. We continued on our trip to have more items break. The door to the refrigerator fell off, air conditioning in bedroom quit working and the valance/blindes above the window fell off. I phoned Trailer Hitch on 8/7, 8/19/8/21 only to be told they are working on it. I was finally given a date of 9/26/24 to bring the Rv in for service. We have lost our family plans for August and September only to be told it will be another 4 months for repairs. This is totally unacceptable to us.

  

  Business Response

  Date: 10/23/2024

  The window in the above complaint has been replaced with the new one. Fridge door has been submitted to the manufacturer of the fridge. The manufacturer of the unit (Genisis Supreme) does not have a department for us to order from them.

  So we must solicit the manufacturer for parts and warranty claims. We have already submitted photos and a cause to the manufacturer (DOMETIC). 

  As per the A/C not functioning properly. Our technician could not duplicate their concern. It was closed as user error with the findings. The customer was not using the wall thermostat correctly. We will coach them on the proper way to use the thermostat if they would like. 

  The final issue is on the valance/shade that fell off. The valance has been re-installed and secured.Window shade is on order with Genisis I will work on an ETA for the customer.

  S**** ******

  Parts Manager

  Trailer Hitch RV Center 

• Initial Complaint

  Date:07/26/2024

  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.

  Date of transaction: 4/29/2024. Sales Person: K**** ******** sales manager. Business committed to provide me with a new, unused Grand Design Momentum 376 THS RV Fifth Wheel RV Trailer delivered to my location. Upon arrival of said trailer, I notice and took photos of the roof of the trailer showing that there was only 2 Air Condition units. The trailer was supposed to new and unused, but after taking procession of the trailer I noticed how dirty the insides were, and I had to clean the insides for days to get to look like a new trailer. I have since noticed that there are things missing from the trailer besides the 3rd AC unit. There is not a remote control for either the fireplace or the upgraded Rockford Fosgate Stereo system. There are 7 different shades in the RV that are damaged or not working. In the garage there is a missing hydraulic lift motor and lift shock. This RV has been used and should not have been sold as a new unit. I was also told by K**** ******** the sales manager that I was dealing with, that they would set up a zoom call with their service department to go over all the features of the RV, this also never happened. I called Kevin Winters before the RV ever left their lot about the 3rd AC, I noticed from the photos on their website that there was only 2 AC units showing in the photos for the ground, he assured me that there were 3 AC units. I contacted Kevin on the day the trailer arrived and sent him the photo from the room showing only 2 AC units and was told by him that it must have been an oversite from the factory and he would contact his factory Rep about what they could do to take care of it. Weeks went by, and I contacted him again and got another excuse that the factory had not returned his calls or email. Then he stopped answering his phone and even though I left him many voicemails and texts, he has not contacted me back.

  

  Business Response

  Date: 08/09/2024

  Hello Sir, has my service department reached out to you over the last week?

   

  Customer Answer

  Date: 08/20/2024

  The issues are still ongoing and have not been taken care yet. I am scheduled to drop off the RV at the start of September to have the issues hopefully resolved. I will let you know after the RV has been to the dealership for these problems. 

• Initial Complaint

  Date:07/09/2024

  Type:Delivery 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.

  On May 11 th, 2024,we purchased a used 2022 Grand Design 310 GK. During our inspection of the coach we noticed there were no dinette chairs. The manager K****, told us that the previous owner kept the chairs. My wife told K**** that we needed four dinette chairs that matched the decor of the trailer. K**** said he would provide us with chairs and order them when we paid for the trailer. Everything else was acceptable on the trailer so we provided a cashiers check for the full amount and completed paperwork during the next few hours that same day. During the paperwork we were assured that the chairs would be ordered by K****, a salesman named B**** and by Tony who did the orientation with us. We picked up the trailer the following weekend for an outing at Pismo. On May 17 th I text B**** about the chairs and he told me that T*** told him that C******** was checking into it and he would get back to me. On May 24th I text B**** about the chairs and he said he would check with “parts” and get back to me. I had not heard from B**** so I called the used trailer sales manager K**** Winters on June 10th. He told me he would have Brent look into the status of the chairs and have him reach out to me. In June 11th, I text B**** about my conversation with K**** and asked about the status of the chairs. I saw that he read the text but he did not reply. Here we are on July 8th, 2024 I get no response from K**** or B****. 

  

  Business Response

  Date: 07/31/2024

  we contacted customer and are resolving the issue.

  Regards,

  ******* H

  Trailer Hitch RV Center

  Customer Answer

  Date: 08/08/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21958067, and find that this resolution is satisfactory to me.

  I tried to respond but somehow got kicked out of the message and could not return. Brian Kincade from Trailer Hitch reached out to us and offered four chairs he found in stock. That is agreeable to us and we appreciate his efforts. 
  
  Regards,
  
  M*** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:04/29/2024

  Type:Sales and Advertising 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.

  On 3/4/24 I filled out the only online credit application on Trailerhitchrv.com to become a cosigner on a loan for my son. On 3/9/24 I received a call from K**** ******* asking where he could send the hard copy of the loan application. I informed him I would be a cosigner for my son and if that was not possible, I did not want to move forward. He agreed and acknowledged my request. I received the loan application and prior to signing, asked Mr. W****** why I was signing as the "purchaser". He claimed "it was to ensure my son received the loan". I reiterated my statement and he again, acknowledged his agreement. I received a call from M*** ****** on 3/22/24, asking for a copy of my insurance and license. When questioned this request he explained "he needed it as proof I signed the paperwork". I then stated, "I do not have insurance coverage on anything other than my vehicle and wont be having my vehicle tow that RV". Mr. B***** stated "it's not for coverage of the RV, your son showed me a copy of his and he can transfer it over when he trades his in".(untrue) I received a denial letter from BMO Bank dated 3/18/24 and assumed the deal was over. My son went to the dealership on 3/28/24 for deposit refund and see if there was any cancelation paperwork. He was told the loan "was fully funded on 3/13/24 in my name only" as well as titled, registered, and tagged in Ca in my name only. On 4/9/24, Mr. B***** called and stated "I gave permission for my son to pick up the RV" and "the RV was for me"(untrue). This is the last time I spoke with them. On 4/25/24, I received Ca registration and tags at my residence in VA. According to the date on the registration these were obtained on 4/15/24. I am unsure how Trailer Hitch obtained these items as there is no insurance. The registration and tags were forwarded to California DMV Investigation Unit to be added to the complaint file. To date, I have not received any other documents pertaining to this RV, nor taken possession.

  

  Business Response

  Date: 06/26/2024

  Customer changed her mind after her RV purchase was complete. Even though there is no cooling off period, we purchased the unit back from the bank who financed the customer in order to satisfy the customer and relieve her from the sale. Customer has now made herself unavailable to complete proper paperwork to do so. We have attempted to reach her on at least a dozen occasions over the last three weeks. If the customer really wants this issue resolved, she needs to contact my office manager M***** ***** at ###-###-####.

  Regards,

  ******* H

  Trailer Hitch RV Center

  Customer Answer

  Date: 06/26/2024

  The phone number this company responded with is to the maintenance department and does not work properly.  Made several attempts to contact via the number and could not get passed the "press 1 for English" option. 

  

  Business Response

  Date: 06/27/2024

  Contact me directly at ###-###-####. 

• Initial Complaint

  Date:01/03/2024

  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.

  I purchased a 2019 momentum 349M trailer in December 2018. At the time I purchased a seven year extended warranty. On December 1, 2023. I contacted *** at Trailerhitch RV and filled out the appropriate form to cancel the extended warranty. Since that initial contact, I have not been able to reach *** by phone or email. I was able to contact the extended warranty company directly who told me that a cancellation has not been initiated, and that I have to deal with the dealership to cancel the extended warranty. That trailer has been sold and is not in my possession. I am losing money because *** at Trailerhitch RV has not initiated the cancellation request.

  Customer Answer

  Date: 02/06/2024

  I’m not sure if it was a coincidence, but the day that I submitted the complaint I was contacted by Trailerhitch RV. The issue has now been resolved, and I got my refund from cancelling the extended warranty. If there’s a way to update the file, I’d like it to show that my issue was resolved. Thank you.