Complaints

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• Initial Complaint

  Date:05/21/2024

  Type:Billing 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.

  
  
  
  
  Complaint: 21739250
  
  
  
  I am rejecting this response because:

  I am writing to clarify
  the statement provided by Conejo RV and several significant issues following
  our recent RV purchase from them. Despite assurances during the customer
  orientation walkthrough, numerous problems have surfaced, and the response from
  Conejo RV has been wholly inadequate.
  
  Pickup and Communication Issues:
  On May 8th, they confirmed the RV would be ready
  for pickup.  Due to the walkthrough staff being unavailable on 5/11
  and 5/12, Conejo RV did not give us a choice but to pick up the RV on
  5/10/24. To coordinate for the RV pickup on that Friday, we obtained permission
  from my wife’s company and our son’s school to leave early to pick up the RV on
  5/10. However, on the evening of 5/9/24 at 6:49pm, we received a voicemail from Conejo RV
  about an issue with two cabinet doors, with no time to respond as the staff had
  already left for the day. We text messaged them on that evening, but Instead of apologizing, Conejo RV offered to send a
  technician later if we picked up the RV as planned via text response, alluding us into this arrangement due to their poor communication.
  
  Windshield Crack:
  If we hadn’t noticed the windshield crack during
  the walkthrough, Conejo RV would have likely blamed us for it. They showed no
  remorse and instructed us to contact a nearby RAM dealer for replacement, saying it is covered under warranty. Despite our discomfort and after adjusting our
  schedules and traveling two hours, we reluctantly accepted to avoid further
  delays.
  
  Faulty Roof Tent Mechanism:
  Within 24 hours of picking up the RV, the handle
  on the right side of the pop-up rooftop tent came off. When contacted, the
  owner rudely blamed us, despite video evidence showing only the left handle was
  used during the walkthrough. We can provide this video to the BBB upon request.
  
  Unresolved Issues and Delays:
  Two weeks post-purchase, the windshield remains
  unrepaired, and the ordered cabinet doors have not arrived. Additionally, other
  defects have emerged: cold water failure in the rear shower, loose solar
  panels, and water leakage through the driver’s side rear window. Despite
  sending photos and videos to Conejo RV, they only directed us to contact
  Winnebago for warranty, without any apology.
  
  Warranty and Pricing Discrepancies:
  When we sought compensation for these
  inconveniences through an 8-year extended warranty at no cost, the owner
  refused and only offered a 20% discount on an inflated price. The extended
  warranty price quoted during the contract signing was $4,400, but the offered
  discount was based on a higher price of $5,014, which is deceptive.
  
  Unsatisfactory Resolutions:
  Conejo RV’s offer of a full refund or a switch to
  a different model (Winnebago Solis 59P instead of 59PX) was unacceptable. We
  requested a 2024 Winnebago Solis 59PX, which was in stock, at no additional
  cost as an alternative option, but received no response.
  
  Their behavior raises concerns of fraud and
  potential racial discrimination. We spent $130,000 on what was claimed to be a brand-new RV from Conejo RV, only to face these issues.
  
  We demand immediate attention and resolution to
  the following matters:
  
  • Prompt completion of the windshield repair.
  • Resolution of all defective parts,
  including the roof tent mechanism, cold water failure, loose solar panels, and
  water leakage.
  • Fair compensation for the numerous
  inconveniences and defects (Extended 8-year warranty with a 50% discount from
  the original quoted $4,400 price).
  • Transparent and timely communication and
  accountability from Conejo RV.
  
  Failure to address these concerns satisfactorily
  will leave us no choice but to pursue legal action. We expect a prompt response
  outlining the steps you will take to resolve these matters and a timeline for
  resolution. Please acknowledge receipt of this communication at your earliest
  convenience.
  
  
  
  Regards,
  
  
  
  ** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  municate.
  
  There has been no update on the delivery of the ordered cabinet doors. Rick made an appointment at the Ram service center near our home for May 21, instructing me to bring the vehicle for windshield replacement without addressing other concerns.
  
  This experience has left me feeling disregarded and insulted. Spending $130,000 on a new vehicle, only to be treated poorly, is unacceptable. The neglect of significant issues during the sale process is deeply concerning.
  
  I demand prompt resolution of all issues and coverage of costs by the dealer. Additionally, I expect compensation for distress and inconvenience, including a 10-year warranty from WINNEBAGO. This situation has caused significant stress, particularly considering my health conditions, and it must be satisfactorily resolved.

  Business Response

  Date: 05/28/2024

  I believe this is a matter of
  perspective. There are 3 issues mentioned in this complaint and Conejo RV
  believes that we have tried to keep the customer's time and interest above our
  own on every point, as I will detail below. In every event, we have tried to
  accommodate the customer according to our contractual agreements.
  

  The first stated issue is the missing cabinet doors. New cabinet doors
  were on order before this customer chose to purchase this RV and the doors were
  expected to arrive prior to the customers taking delivery of the motorhome. The
  customer is correct that we confirmed on 5/8/24 that the unit would be ready for
  them on 5/10/24. Conejo RV was acting on information and belief that we would receive the missing doors from the manufacturer by 5/9/24. We realized on 5/9 that we would not receive the doors in time,
  so we contacted the customer to let them know the situation so they could
  decide if they wanted to pick it up or wait. The decision was theirs to make.
  The customer stated that they had camping plans and that they wished to take
  the unit, knowing that the doors were not available at that time. The customer
  and Conejo RV agreed to send a technician to their home when the doors arrive.
  This is evidenced on the Due Bill as item A.1 which is signed by both parties.
  

  During the customer orientation walkthrough, the customer
  discovered a crack in the windshield approximately 3" long at the lower
  edge on the driver's side. It was determined to be on the inner glass layer of
  the windshield which should be covered by the Ram factory warranty. The
  customer and Conejo RV agreed to have the van taken to the Ram dealer and that
  Conejo RV would coordinate with Dodge/Ram to facilitate the repair. This is
  evidenced in writing on the Due Bill as item A.2. Conejo RV made an appointment
  with the Dodge/Ram dealer near customer to address the windshield.
  

  What the customer believed to be a missing screw was not, in
  fact, missing. That is how every van is built by Dodge/Ram. Dodge/Ram confirmed
  that there is no issue found.

  In addition to the above
  agreements, Conejo RV offered the customer a full refund of their purchase
  price including any upgrades they had performed to that point (tinted windows)
  or the option to change to another available vehicle within a specified time
  frame. The customer has declined both options.
  

  Conejo RV continues to communicate with customer
  to resolve these issues, per our agreement.

  Business Response

  Date: 05/31/2024

  Conejo RV has made arrangements on 5/23/2024 to cover the expense of the new windshield. Customer needs to present the van to the Dodge Ram dealer for repair, which was scheduled to occur on 5/28/2024. Customer was notified and is fully aware of this. 

  Dealer has offered to repair the rooftop tent handle at customer's residence when Dealer installs the replacement cabinet doors. Alternatively, the customer was advised that they could bring their camper in to our service department or any other Winnebago service center to address the issue sooner.

  Dealer notified customer on 5/23/2024 that the cabinet doors are back ordered and are NOT expected to arrive before 6/19/2024. We have no way to expedite. 

  The additional items noted are likely covered under the written Winnebago Warranty which states that the customer is to contact an authorized Winnebago service center to address service items. Customer has contact information for our service department and full knowledge of how to find other service facilities. To date, our service department has not been contacted. 

  Customer is seeking a $5,014 warranty and leveraging our good reputation against us with threats to contact media and such if we don't meet their demands. We have responded to the customer on every point raised to provide guidance toward a satisfactory solution. Dealer offered the customer a 20% discount on the warranty they seek as a courtesy. We are happy to assist the customer with their repairs. Conejo RV will continue to fulfill to our contractual obligations. 

  
  

  Customer Answer

  Date: 06/05/2024

  
  
  
  
  Complaint: 21739250
  
  
  
  I am rejecting this response because:
  

  I must address several inaccuracies and further emphasize the need for a satisfactory resolution to the ongoing issues with our recently purchased RV.
  
  1. Windshield Crack:
  • The crack in the windshield, which we discovered during the walkthrough, should have been identified and resolved before our inspection. Your dismissive response and direction to handle the replacement ourselves are unacceptable. We have already taken the RV to the Ram service center on May 22, only to find that the parts are unavailable and no payment has been made by Conejo RV, causing further delays.  Although Conejo RV claims they have made arrangements on 5/23/2024 to cover the expense of the new windshield, we received the phone call from the Dodge Ram dealer that we would need to wait for the service until they order the part.  Dodge Ram dealer has not contacted us until now. 

  2. Faulty Roof Tent Mechanism:
  • The handle on the pop-up rooftop tent came off within 24 hours of our purchase. Despite providing video evidence, your immediate reaction was to blame us. This is unacceptable customer service and adds to our frustration and disappointment.
  
  3. Unresolved Issues and Delays:
  • You claim that you are complying with what’s on the due bill, but you are ignoring the other issues by asking us to contact Winnebago for warranty service. This shifts the burden to us and fails to acknowledge your responsibility to ensure a functioning product at the time of sale. Furthermore, you claim that we didn’t contact your service department; that is because your dealership requires a 4-hour round trip from our residence, leaving us with no option but to contact the Downey location, which is closer. However, we learned that fixing these issues via Winnebago warranty is a lengthy process, and the earliest service appointment the Downey location has is 8/5/24. Beyond the windshield and cabinet doors, several other defects have emerged, including cold water failure in the rear shower, loose solar panels, and water leakage.
  
  4. Warranty and Pricing Discrepancies:
  • Your offer of a 20% discount on an extended warranty is deceptive. The price was initially quoted at $4,400 but was increased to $5,014, making the discount meaningless. We are seeking fair compensation for the numerous inconveniences and defects, which we believe a substantial discount on the extended warranty should cover.
  
  5. Unsatisfactory Resolutions:
  • Your offer of a full refund or switch to a different model was inadequate. We requested a 2024 Winnebago Solis 59PX at no additional cost, which you did not address.
  
  We are merely asking for our right as a customer who purchased the alleged 2023 brand new RV from this dealership, which has been nothing but encountering constant issues within 24 hours since our purchase and the lack of treatment from this dealership, leaving us with no other option but having to report to BBB. They have been lacking response unless we constantly follow up, which is well shown on our communication via text messages provided, making us feel ignored.
  
  Your attempts to deflect responsibility and dismiss our legitimate concerns are deeply disappointing. The issues we are facing with this RV, which was sold to us as brand new, are extensive and unacceptable. Given the significant financial and emotional investment we have made, we demand the following:
  
  • Immediate completion of the windshield repair, with clear confirmation of payment and parts availability.
  • Resolution of all defective parts, including the roof tent mechanism, cold water failure, loose solar panels, and water leakage, without further delays.
  • Fair compensation for the numerous inconveniences and defects, specifically an 8-year extended warranty with a 50% discount from the original quoted $4,400 price.
  • Transparent and timely communication and accountability from Conejo RV.
  
  We will keep trying with every possible action to get what we ask for, which is only fair. We expect a prompt response outlining the steps you will take to resolve these matters and a timeline for resolution.
  
  
  Regards,
  
  
  
  ** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 06/05/2024

  Upon reviewing the provided video and photos, it is evident that the Conejo RV employee did not utilize the right handle for the rooftop tent, suggesting prior awareness of its inadequacy. Furthermore, the text message from Winnebago indicates that the earliest reservation available for maintenance service is August 5th. Additionally, it is confirmed that Conejo RV only provided the price for windshield replacement without actually paying the dealer for the replacement cost, as no receipt for the alleged May 23rd payment has been received. Moreover, the last contact from the RAM dealer on May 28th stated the delay in windshield part arrival, with no further communication thereafter. Such claims indicate fraudulent behavior on their part, and we demand fair compensation. Conejo RV's reputation appears manipulated, lacking authenticity. We believe it is the right of many to be aware of their fraudulent actions.