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:09/29/2022

  Type:Product 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 purchased a “NEW” 2021 ***** Strada RV on September 24th from ******* RV in Gilroy CA. I live in Texas and I was only able to see the vehicle thru FaceTime prior to us flying in on September 24th. Upon arrival there were some issues with the car. There were some damage on cabinets, the automatic vent hood did not open, and the outside of the vehicle had some dents. I spoke to the manager who made a call to ***** and said that they would get it covered under warranty since this was a new 2021 unit that had been unable to be sold and according to them had only been in the showroom. Although I was not happy to say the least that a "New" vehicle had these issues I decided to proceed with the sale since they assured me it would be covered under warranty. On our way back to Texas we discovered more issues. The AC stopped working all toghether, the outside of the car had major dents on both sides of the car which are only visible when the car is outside which is why we did not notice it since the car was inside the showroom when we saw it. In addition to this one of the seatbelts is missing the hardware, there is panel damage on the interior cabinets, and the backscreen is ripped. ******* RV referred me to ***** since they said this would all be under warranty. When I spoke to the ***** representative he immediately said that all the dents were normal, which to me is unacceptable. ***** RVs are one, if not the most expensive on the market. The company is known for luxury and for their representative to say that this is normal on a NEW unit is more than disrespectful. He did however say that he would work on getting me set up to bring the car to a local dealer back home in Texas who would assist getting all the things that the car needs fixed. It has now been 4 days since I reported all these issues and I have not gotten any help. We had planned to go on a camping trip to celebrate my sons birthday this weekend and now we have no RV to do so.

  Business Response

  Date: 10/18/2022

  ******,

  
  

  In response to ***** *****’s complaint below and attached. ***** ***** brought her motorhome to an authorized repair center (not dealer of purchase), Holiday World of Houston on October 5, 2022. Our service and warranty team has been working with the authorized service center to address her concerns. At this time, the motorhome is fully functional and able to be used. I have also attached a copy of our recent communication of ***** ***** as well as the work order from the authorized repair center. 

  
  

  At this time, we are not in agreement with the demand for refund as we were not contacted and allowed reasonable effort to correct warrantable concerns. We are committed to correcting all warrantable concerns on the motorhome. 

  
  

  Please advise if I can be of any further assistance or if any further action is needed from us. 

  
  

  AJ ******* 
  Vice President - ***** RV

  Customer Answer

  Date: 10/21/2022

   I am rejecting this response because:

  
  

  I bought this RV 9/23/2022 the Vent Hood was broken.  The next day AC, Stove, TVs stopped working.  In addition to this the seatbelt was not working which is a major issue.  I contacted ***** that same day!  I dismayed at the fact that it was stated I did not give ***** the opportunity to fix the problem when I called the VP the day after I bought it!  It has been a month and the RV is still in the shop, your own evidence states that it is still at Holiday World pending approval from Grechs Warranty department to complete work.  I have to make the monthly payment on an RV that I have not been able to use, in addition to insurance and storage fees.  Keep in mind that this is a brand NEW RV!  How can so many things be wrong with it.  How can you as a Luxury company be ok with that?  I am requesting a refund on the first monthly payment that I am making on a vehicle that has literally been unusable in addition to the monthly payment of the insurance and storage.