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:09/25/2024

  Type:Sales and Advertising 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 bought a 2025 RV in July 2024 from Crowley RV in ******** **….. I noticed after a couple of days that the Registration is incorrect….. my RV is a 2 Axle …. On the Registration Victor B**** put it in as a 1 Axle….. He refuses to correct the situation….. it’s been over 2 months trying to get this issue correct. I’ve been there numerous times ….. I’ve called numerous times…. Nothing . I need this corrected….. Can I please get some help !!!!!!!

  

  Business Response

  Date: 10/25/2024

  This is all set as it was fixed a couple of weeks ago. I explained this to Ms. ******* the day that she came in that our titling clerk would fix it and that it would take a week or two to fix as I had no idea how to fix it, but she did.

   

  Our error was we never sent an updated version. We mailed one to her and I called and left a message stating that as well.

   

  Please let me know if there is anything else that is needed

   

  Thanks,

   

  Victor

  Customer Answer

  Date: 10/25/2024

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:04/18/2024

  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.

  On April 17, my 2018 ********* ***** ****** was picked up after a "de-winterization", thermostat and a fan install service at Crowley RV.
  Issue: An incorrect fan istall.
  Prior, I had a Certified RV inspector review, inspect and recommend items of need before purchase. Needs: thermostat and some cosmetic, nothing major. I then proceeded directly to my local ** ********* dealer for these needs, future servicing and to develope relations. As having worked many years in a similair industry, I recognize this to be paramount in ownership of such an investment.
  I called the service department, spoke with their Service Advisor, James B****. He attempted to offer a safety inspection even after I mentioned the previous inspection completion. So he offered a "de-winterization" along with the thermostat. Understanding the need to sell repairs, I agreed. To my surprise, these were his findings: (email attached). I do believe the items I agreed to were fair and appropriate costs to have my new unit safely on the road. No issue.
  Issue: I had spoken to James regarding concern of the a/c use during the summer since electricity would be limited. I had reviewed many RVers putting in reveresable fans to cool and exhaust for this purpose by removing their small exhaust fans or skylight. James offered an option costing $1092, which included a power lift, rain gurad, remote, etc. I requested an option due to cost. He replied with a product $867, which I accepted. However, James never disclosed the fan would NOT provide the benefit that I was seeking, dual-direction. Upon arriving home, I realized that the fan was only an exhaust, hence the problem. There is no conceivable possibility of confusion or miscommunication regarding my need. When confronted: "you wanted cheap/you didn't ask, so I didn't say/pay the $1092/there is no second options". (See alternative below). Conversation escalated to my embarrasment. Do not seek service at Crowley. James pushed $5k+ of work! Review attachments.

  

  Business Response

  Date: 06/11/2024

  On 04/17 the General Manager received a phone call from this customer stating that we mislead him during a purchase of a exhaust fan. Customer stated that he called in looking for a fan that blows in both directions. Our service advisor gave him a quote of $967 in which he responded that was too much. So, our service advisor stated he’d get a different quote for an exhaust fan as that would be less. In the mean time the customer emailed the service advisor a description of what he thought would work. Service advisor said ok, the cost would be $843, in which the customer agreed to.

   

   

   

  The team installs the fan and has customer come in to pick up their coach. Once customer gets home he tried the fan only to find out the fan did not go in both directions. Customer calls in to the service advisor upset. He states we ripped him off and that we did not give him what he was looking for. The service advisor states I di give to what we spoke about, I gave you an exhaust fan as instructed.

   

   

   

  The customer at that point gets very mad and starts cursing at the service advisor to the point he threatened to come down here and shoot him. During the conversation between the customer and the GM, the manager had no idea this treat had transpired. He found this out when the operations manager came in to his office complaining about a customer that had threatened one of our employees. The opps manager heard the conversation between the two and said that’s him.

   

   

   

  During the call the GM did ask the customer if he had threatened on of his team members in which he said “He did” He said he was sorry that he had gotten very upset. I stated I understand that, however we do not do business with customers that threaten our people and that he too was sorry for the incident, but we are not able to resolve this matter at this time.

   

   

   

  The GM explained to the customer that he sent an email to the customer describing what he was looking for and that’s what we provided.

   

   

   

   

   

   

   

  Any questions please call Victor at ###-###-####

   

   

   

  Thanks,

   

   

   

  Victor B****

   

  General Manager

   

  Crowley RV Center

   

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

  Customer Answer

  Date: 06/12/2024

  
  
  ********** ********
   
  
  I am rejecting this response because:

  This is an attempt to divert attension away from the obvious complaint and misleading service practice of Crowley RV. Direct correspondence with the service advisor clearly indicates instruction, expectation and need for a reversable fan. There's absolutley nothing in question here. Simply put, the "exhaust only" fan install did not meet requirements or agreement. (See attachements in original claim). The money difference between the two was marginal. If indicated clearly without ommission there would be no claim. Now having a little more experience with travel trailers and learning such information, reversable fans ARE available for even such a price as $100 (attached). This is complete disservice to a consumer of goods and services. This response by Crowley RV is to deliberately refer to the aftermath of a two-way heated conversation is an obvious attempt to provide a diversion and cover from their responsibilty to make the consumer whole.

  
  
  Sincerely,
  
  
  
  **** ***********

• Initial Complaint

  Date:08/23/2023

  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 new class B motorhome June 1,2023. Immediately returned for faucet replacement and detailing. Neither addressed. Returned again for above and refrigerator not working. Detail product not used as promised on overhang, faucets replaced and after 2 plus weeks fridge still not working on propane. Already missed two planned trips, picked up unit for tour of *********. Fresh water tank self drained..pipe not attached to tank, and black holding tank let go…DRAINED in restaurant parking lot. Two cabinet doors do not close properly and one drawer had to be rebuilt. Sink cover does not fit. Rear backup light does not work. Had fresh water tank and fridge repaired in ****** by RV tech, now manufacturer declines payment under warranty.

  

  Business Response

  Date: 10/05/2023

  Hi *******,

   

  I spoke to ****** ***** and we have assisted her to the best of our ability with what she’s looking to do. She has appointments set up with the Manufacture to get her coach fixed with them. In the event she runs into a snag, We will continue to offer her guidance with the manufacture to ensure her coach gets fixed.  We have agreed to compensate her half of the money she paid for the services the Thor would not cover.

   

  .

   

  Any question’s please call me at ###-###-####

   

   

  Sincerely,

   

  Victor B****

  General Manager

  Crowley RV Center

  Customer Answer

  Date: 10/13/2023

  Please reopen case, problem not resolved, have not received agreed upon payment from Crowley.

  * *****

  

  Business Response

  Date: 11/09/2023

  I spoke to ****** ***** about a week ago and we have resubmitted the $250.0 check that is owed to her. We've also come to the agreement to have us help her fix the issues that she has been having with her coach. It is my understanding she will be dropping it off to us sometime next week. If you have any questions please feel free to call me at ###-###-####

• Initial Complaint

  Date:11/23/2022

  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 used ***** * ****** *an with 10500 miles for $120,000. I have had the van for one month. During this time it has been back in for repairs twice. This past time they have had it for over one week. Both times they are reporting that the problem is due to corroded wires. The mechanic told me that he has never seen so much corrosion on a vehicle of this age and said it looks like it was submerged in the ocean for a period of time. I am nervous about driving and sleeping in a vehicle that has such damage and could potentially cause a breakdown and or fire.

  

  Business Response

  Date: 02/10/2023

  Hi ****,

   

  This email is in reference to ***** ******* ***** bought a motorhome from us in which did run into some challenges with the battery system. The service team worked with the manufacturer and resolved the issue. The unit was tested extensively and was picked up by ***** 3 weeks ago.

   

  As of this moment we have not heard of any issues or complaints. If you have any questions please feel free to call me at ************

   

  Sincerely,

   

  Victor B****

  General Manager

  Crowley RV Center