Complaints

This profile includes complaints for Lazydays's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Lazydays

  4042 Park Oaks Blvd Ste 350 Tampa, FL 33610-9554

• 

  Lazydays RV of The Villages

  4505 Monaco Way Wildwood, FL 34785-9503

• 

  Lazydays RV of Knoxville at Strawberry Plains

  835 Huckleberry Springs Rd Knoxville, TN 37924-4347

• 

  Lazydays RV of Phoenix-Mesa

  2260 E Main St Mesa, AZ 85213

• 

  Lazydays RV of Portland

  16803 SE McLoughlin Blvd Portland, OR 97267-4957

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:05/30/2024

  Type:Service or Repair 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.

  VIN P1219429. Pre op ****** We purchased a ************ Momentum 5th wheel Toy Hauler from a dealership in ********. We took delivery of the unit around January 22, 2924. Upon delivery there were several issues with the unit that need warranty work. We were referred to Lazy Days RV (Surprise AZ) for warranty repairs. When I called for an appointment they told me they couldnt schedule any more service repairs until March. This was due to staffing shortages. I finally got an appointment for April 17, 2024. Our RV has been sitting in their parking lot since then. I made several trips over to the dealership to get an update on the repairs. Each time I was told by **** that they were waiting on warranty approval from ************. On May 6th ***** I called ************ and they told me that they had approved all work to be done that day (may 6th) with the exception of one door hinge. LazyDays needed to send them a picture of the door in order for them to approve the part replacement. Again I made a trip over to the dealership and explained to **** that I was aware that approval had been given. I wanted to know when our work would be done. He went and got the gentleman from the parts department and they told me that they were just waiting for the parts to be shipped. Once they got the tracking number, then they would know a date as to when the parts would arrive Fast forward to today, May 28, 2024, still no word so I called grand design. **************** at grand design told me that lazy days did not even order the parts until May 23. So I was told a flat out lie on May 6. Grand design had also relayed to me that they had reached out to Lazy days twice about obtaining a picture of the door *****, and still has not heard back from them. I made a call to the corporate office in Tampa *******, and they directed me back to the general manager of the Surprise AZ location. The general manager had the service manager call me and give me the same excuses.

  Business Response

  Date: 05/30/2024

  Thank you for letting us know of these issues at our Lazydays of Phoenix at ******** (W) dealership. We reached out to the dealership today and were informed by the Service Manager that he spoke with ******************** on 5/28 about the parts being ordered.  He added that the Parts Manager had emailed ************ on 5/14 requesting part numbers, and ************ didn't respond back until 5/22.  

  Currently, all parts are ordered. The General Manager of the dealership, *************************, is going to reach out to ******************** today and update her. The dealership has taken another set of pics today, to send into ************, but the door parts are already ordered. The Parts Manager pulled an ETA today on all of the parts,and everything is due to arrive at the dealership on Monday 6/3, upon receipt of the parts the dealership will prioritize the repairs on the Drueckers Unit.
  
  We apologize for any inconvenience caused by the delays and appreciate the Drueckers business.

  Customer Answer

  Date: 05/31/2024

   
  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:05/24/2024

  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.

  11/27/23 **************************** Repairs 2/12/24 Request additional repairs to be added to repair ticket. Our slide stopped working. Email requested weren't replied to so called Lazydays personally and we were denied due to only 10 items per requested service. 2/13/24 Service Repair Appointment - ***********************, service advisor Called for assistance to manually close our RV slide. A service technician came out to the house to assist so we could get our RV to the shop. 03/17/24 Walk in Talked with the woman employee in regards to if the slide and camera were added to the ticket. They were not and she added them since we caught her in a good mood. Also Request updates because we were moving to *********03/28/24 Called Florida repair to see how to file a complaint against a worker. She is extremely rude. I was told that a manager would call me back. They never did. Confirmed we can add as many items to a ticket until drop off day. Also I tried rescheduling a service in ******** but they didn't have any openings for months. 04/08/24 Voice mail Pull in and call us back 4/10/24 Walk in to see if we could get help. Told they were going to pull it in and call us back. That a lot of employees quit and they're behind. 4/30/24 Better Business Buero (BBB)Customer Review 05/01/******* from *****************, Service Manager He will look into what is going on and get back to us 05/02/34.05/07/24Email replying to ***************** asking for an update. 05/14/24 Email replying to ***************** a second time asking for an update. Phone call asking to speak with *************. He was in a meeting and will call me back in an hour. ***** took the message. No returned phone call. 5/6/24Walk in to discuss 05/22/24 Phone call asking to speak with *************. ***** informed me he was out of the office and should be back in 45 minutes. No return phone call

  Business Response

  Date: 05/28/2024

  Thank you for bringing this to our attention.  We certainly understand the frustration, and the importance of effective communication during this process. 

  We contacted the dealership at Lazydays of Denver at ******. We were advised by ***********************, the General Sales Manager of that location, that the parts have been ordered. *****************, the dealership's Service Manager, contacted ******************** to update him of same.  ************** advised that he will continue to keep ******************** informed, and he added that ******************** was happy with this update and communication. 

  We appreciate ******************** allowing us the opportunity to address his concerns and we hope to continue serving him in the future.

  Customer Answer

  Date: 06/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  They called on 05/25/24 that the travel trailer will be pulled into the shop. Repairs won't take long except for the slide. The phone number given doesn't get an answer. We haven't heard from them since. 

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

  Business Response

  Date: 06/13/2024

  Thank you for bringing this to our attention. We understand the importance of effective communication and apologize if this has been lacking in your recent experience.   We contacted management of the Lazydays of Denver at ****** location for assistance. The new General Manager there, ***************************, later informed us that he called you yesterday, and left a message for your regarding your Unit.  For your records, ************** can be reached at ************************************************,or by calling  the dealership at *************.
  
  Please feel free to reach out directly to ************* for any further information needed. Lazydays appreciates your business, and we hope to continue serving you moving forward.

  Customer Answer

  Date: 06/19/2024

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

  6/12/24 *** left a message on ****'s phone. 
  
  6/13/24 and 6/19/24
  
  **** called and left a message for ***. 
  
  6/14/24, 6/18/24, and 6/19/24
  
  Emails were sent to ********************* with no response. 
  
  My wife is receiving chemo weekly, and I'm unable to answer the phone sometimes. If I miss the call, I never receive a phone call or email back. Even though I make several attempts. 
  
  I haven't been updated on parts ordered, parts waiting to be received, and if any work has been started. Last communication was that they were pulling in the travel trailer to start work. I also stated that communication updates would be appreciated since they've had it since 2/13/24
  
  Unfortunately, I need better communication because it was noted in my repair report that we were moving out of state. We've been put on hold moving to a better cancer facility for my wife's treatment. We will be moving states and needing our travel trailer for temporary housing. We have a few weeks for her 2nd regimen to begin and make the move. 
  
  I really need some communication on when this will be wrapped up. 
  
  

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

  Business Response

  Date: 06/28/2024

  Dear ********************:
  
  Thank you for reaching back out to us to let us know the continued concerns. We understand the need for you to have your Unit back as soon as possible.  Additionally, we apologize that the communication is lacking in your recent experience at our dealership.  We contacted the General Manager of the ********************** of ******************** at ******, ***************************,again to ask for an update on the repairs for your Unit.  ************** advised that currently the dealership is waiting on the * columns from the manufacturer.  They further advised they are trying to get an ETA to provide to you. 
  
  We have requested that the management team touch base with you today via telephone, and provide a follow up email regarding the parts delay and repair status of your Unit.  For your records, *********************** can be reached at ************************************* or by calling ***************.
  
  Thank you for your continued patience and we appreciate your business. 

• Initial Complaint

  Date:05/23/2024

  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.

  In February 2024, I inquired about an RV at this dealership. Went to view it on 2/10/2024 after talking with *****, Salesman, through text messages and he confirmed it was a clean unit, no salvage title, no damage, side out looked good with no huge issues. When we arrived, they agreed to place new awning on the unit, repair and replace fenders, replace the seal on the slideout, and the seal on the outdoor kitchen and place a new speaker in the unit and ***** mentioned that the unit hadn&#**;t been completely gone through so they would fix anything wrong prior to delivery. When we went to go pick it up, items had been fixed but the air conditioner didn&#**;t work, and one of the light wasn&#**;t working, speaker wasn&#**;t fixed. They wanted us to take delivery and we refused until the air was working because they stated it was the fuses in their building. After much back and forth they replaced the air conditioning unit completly and we demanded they deliver to us. The day it was delivered the electric **** stopped working as he was taking it off his truck. They shipped us a new one. The next day we entered the unit to check it out and the electrical wasn&#**;t working. I was told they replaced the inverter prior to delivery. I messaged on 3/16 with no response. I messaged on 3/18 when a gentleman called me and told me that he would have to talk to ******* and have *********************** me that he didn&#**;t know what to tell me. He would have ******* the service manager call me by 12:00 the next day. I never heard from ******* or anyone. I called on 3/20 with no response. I messaged on 3/20 with no response. i reached out and no one would call me back. We fixed the electrical ourselves. In fixing it we found all the water damage that was not disclosed to us when we purchased the unit. We have spent thousands of dollars in repairs and our time now fixing this issue and still have not been able to use the unit. The new Air conditioner they put in does not work. I emailed the facility on April 10, 2024 and provided them with photos of the damage with no response to my email.

  Business Response

  Date: 05/24/2024

  Thank you for reaching out to us about your Unit.  We contacted the General Manager of the Lazydays of Omaha at Council Bluffs dealership, *****************, for more information.  ************** provided the following:
  
  The Unit the customer chose, a KZ Spree was built in 2011, therefore it was advertised to be sold As-Is and with no warranty.  When the customer came to look at the Unit, before purchasing it, they walked through it with the dealership in some depth, at this time some issues were discovered due to the Units age and prior use. The dealership agreed to fix all the noted issues before the customer took delivery of the Unit.  At the time of picking up the Unit a new issue was found in that the ** kept blowing a fuse. The dealership determined that a compressor was bad in the ** and replaced the ** unit for a brand new one, at no cost to the customer.  The dealership then delivered the Unit to the customer, some 3 hours away, and the customer accepted delivery. 
  
  ************** is unaware of any further issues with the ** , but is more than happy to diagnose, and repair or replace, the ** Unit.  To schedule an appointment to have this done, or if you have any concerns with the Unit, please contact either ************** directly at ********************************** or P: ***********************, or his Service Manager, *************************** at *************************************** or EXT 2426.
  
  Lazydays thanks you for your business and hope to continue serving you in the future. 

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21752312
  
  I am rejecting this response because: The water damage was not disclosed and this unit was presented to us as " built real solid" and, And no one went through this unit thoroughly with us upon pick up. The individual that was assigned to go through this unit had never even delivered a unit. He wasn't even aware how to run the slide. The unit was not listed "as is" if it was why did you repair the items you did. You did not disclose the known water damage to us. We would not have purchased this unit had we known there was water damage. We certainly wouldn't have purchased a unit we can't even use. The delivery was only made to us because we required it after being over there 2 times already driving 3 hours and waiting the day we came to get it for several hours in the area. 

  We would like reimbursed for the damage on the unit for the water that was not disclosed and after several failed attempts to reach your company, we would like for you to find a local dealer near us to fix the air conditioner.

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

  Business Response

  Date: 05/29/2024

  We spoke with the General Manager of the dealership, Mr. *****************,again and were updated in that he spoke with ****************** this past weekend to reiterate that his dealership would repair the ** in the Unit.  ****************** declined his offer and requested a mobile technician come out to her home to repair the **. This service is not provided by the dealership and ************** informed ****************** of that.
  ************** informed us that at the time of purchasing the Unit, ***************** was afforded every opportunity to check the Unit out before accepting it. For this reason, ****************** came to the dealership and inspected the Unit twice, in person and over the course of a week,before negotiating the price of the Unit and closing the deal. The Unit was SOLD to ****************** As-Is, and ****************** signed a warranty disclaimer acknowledging and accepting this, which we have attached to this response. 
  ************** confirmed that the Unit was delivered to ****************** in the same condition as it was when ****************** inspected it at the dealership. We were informed that per this conversation with ******************, she said that it was after delivery of the Unit that she started tearing it apart.  ****************** said that she returned to finish tearing it apart approximately a month later. Throughout this time frame ************** advised that he did not receive any communication from ****************** indicating there were any issues with her Unit.
  
  If ****************** would like the dealership to repair or replace the ** unit,they are still willing to do so at no charge to her, but they decline any other reimbursement.  Please reach out directly to the dealership to schedule an appointment.

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21752312
  
  I am rejecting this response because: I did receive a call from ************. He did deny that they had known about the water damage and became very quiet when i mentioned that that wasn't possible as the slide was rotted and they had to replace the fenders on both sides. He did offer to fix the air conditioner if we drove the unit to them. He also assured me that he, himself checked this air conditioner before it was delivered to our home and it worked great. The reason we will not do business with the company again is for the following reasons: They are dishonest. They did not disclose the water damage that could not have been missed when replacing the fenders on the slide as the slide was completely rotted. His statement about negotiating the price after seeing the unit is false. That price was negotiate prior to even coming to the business and was pending them fixing everything wrong with the unit because they hadn't gotten a chance to go through it. When I negotiated that price because it had just come in and was in fact still muddy in the videos sent to me by *****, the salesman. ************** assured me that all was fixed prior to delivery, and the electrical didn't work when it was delivered or the air. ************** assured me that no one informed him I had tried to reach them this entire time until he received this message from the BBB. Which is also false because I have the text from ***** also trying to have someone call me back. When I spoke with ************** last week he doubled down and informed me again that he checked the air himself and it was working great prior to delivery. As you can see in the attached that is false and wasn't possible. There was a divider not in place that had to be put back, a yellow wire that activates the compressor was broken off of the female connector and most importantly there was no freeze switch thermister which this specific air conditioner can not work without. So again, with all the issues, dishonestly and misdirection that this business has provided me, I did not take him up on his offer to drive our broken unit 3 hours to fix an air conditioner that they had installed incorrectly to begin with to trust they would do it right the second time after i have been continuously lied to about their poor customer service and dishonest business practice of selling units that are water damaged and not disclosing this to the customers causing them thousands of dollars before they can even use the units and enjoy them. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/23/2024

  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 July 14, 2023, we purchased a 2023 Forest River for $41,700. We also traded in our 2022 ************ Imagine, which we had bought from Lazy Days the previous year. Alongside the new purchase, we invested in an extended 5-year bumper-to-bumper *************** warranty with roadside assistance from *************** for an additional $4,566.Just a month after our purchase, on August 15, 2023, we received a notice from ***** ***** which held the loan for our 2022 ************. The notice stated that the payoff had not been completed, resulting in late fees and a negative impact on our credit report. Although this issue was eventually resolved, it was our first indication that Lazy Days RV might not be keeping their promises.On March 1, 2024, we discovered that the air conditioner in our camper was not working, just as we had guests staying with us. We promptly called the warranty company, ***************, only to be met with a robotic response instructing us to hire a mechanic at our own expense to diagnose the problem. The warranty company would then decide whether to approve the repair for reimbursement. This process did not align with our understanding of "bumper-to-bumper roadside assistance."We wrote to *********************, the ********* Services Manager at Lazy Days, on March 12, outlining our concerns and copied our salesperson, *********************. We received no response from either of them. Despite following up multiple times, we were met with silence.Out of necessity, we hired a mechanic to diagnose the air conditioning issue. Attempts to contact *************** again on April 30, were futile, as we could not reach a human representative. The fine print in the warranty paperwork instructed us to notify the selling dealer in writing with the agreement number and VIN, which we did.After giving Lazy Days until May 6, to respond to our concerns, we decided to cancel our extended warranty and GAP coverage. As of May 22, 2024, we have received no response from Lazy Days.

  Business Response

  Date: 05/24/2024

  Thank you for making us aware of your issues.

  We have reached out to the ********* Services Manager, *********************, at our Seffner , FL dealership. He has updated us in that he received your email on March 7, 2024 and responded with the claim phone number and your contract number for your *************** extended service contract (via American Guardian Warranty Services/ AGWS). We apologize that ***************/AGWS have been so hard to get hold of by phone, and that  the process was not smooth for you to make your claim for your AC, ultimately aggravating an already frustrating issue. 

  ************** has informed us that he is going to reach out to you to ensure he has all the correct cancelation forms for your request to cancel your extended warranty and GAP coverage. If you need any further assistance ************** is available at ************************************* or via phone at ***********************.

  We would like to thank you for being a Lazydays customer. 

• Initial Complaint

  Date:05/15/2024

  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 brand new travel trailer from Lazydays 1/11/2024 but it has many issues, including worn parts, ***** parts, damaged parts, leaks, and defective parts. We want to swap the trailer out for another new one but Lazydays refuses.Consumer is NOT okay with all of these issues going through the warranty process, as merchant continues to attempt to fix/replace/refurbish this trailer in lieu of making good on the sale of a new trailer.Lazydays is required to complete a PDI (Pre-Delivery Inspection) which we were charged for. GM ***************** refuses to provide the **** It either failed or was never performed.ISSUES REPORTED TO LAZYDAYS 2/19/2024 Stabilizer **** rods *****/warped/worn Fridge and Bedroom Switches are worn (Lazydays states they are worn)Roof Soft near back (Bad trusses resulting in new roof needed)Water Heater access panel - wood framing damaged Water Heater threads (where anode connects) are ***** Water Heater Anode connection leaks and Anode ***** Propane Tanks were less than half full upon delivery (indicating usage)Roof Vents leaking (potential for mold from roof leak)Wallpaper behind Shower rippling (potential for mold from roof leak above)Roof Leak through light in bedroom (I attempted to seal) (potential for mold from roof leak above)Wallpaper ripple vertical seam bedroom camp side (potential for mold from roof leak above)Pass Thru Storage Flooding and flowing into bedroom (potential for mold from leak)Pantry lower cabinet - wood cracked Slide Seals detaching inside at top Seals outside along bottom of slide damaged 1.25 Gap Between Floor and bottom of Slide when open (too large per Coachmen)Front Door Bottom Seal detaching Fresh water tank dumped out b/c no drain/overflow cap/plug was provided Screen door sweep at bottom corner damaged Backup Camera/wiring not working ************** (2 inputs 2 outputs) not working Fridge Frosting over inside on back wall Camp side lower front molding missing, same side back molding loose

  Business Response

  Date: 05/21/2024

  Mr. Ginskis Unit was purchased in our Elkhart (IN) dealership. Recently, our Seffner, FL dealership got involved assisting with performing warranty repairs for the Unit, per the Buyer's Order, which is the contract between all customers and ********************** and describes the rights and responsibilities of the parties in case any concerns arise.  The contracts terms and conditions provide the remedy for any problems with this Unit is to repair the issues under the manufacturers warranty, as it is the manufacturer that designed, built, and warrantied the vehicle.   The contract also provides that revocation or rescission of the contract is not an available remedy. 

  The ******************* specifically the service manager, have been communicating with **************** about the large volume of manufacturing defects claimed. The service manager has explained the repairs, and that the process for any manufacturer quality issues, or internal failures and defects, is that they must be submitted to the manufacturer for authorization before repairs can begin. Most of the repairs have been completed to date, although body and cabinet repairs are still outstanding. The customers picked up their Unit on May 6, 2024, for a trip, and advised that afterwards they will be bringing the Unit back to the Seffner, FL dealership to complete the outstanding warranty repairs. The manufacturer of Coachmen Units, ************, is already aware of the repairs due to the warranty claims that have been submitted.

  Lazydays look forward to assisting **************** when he returns for the remainder of his repairs to be completed, and thank him for his business.  

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21707223
  I am rejecting this response because:
  

  Our contract was for a new Trailer - we want to swap this worn, rust, leaky, defective trailer for a brand new one.
  We want a copy of the *** (Pre-Delivery Inspection) and Punchlist performed in January 2024, which we paid for per the contract.
  
  This complaint was not filed about warranty issues. This is a complaint about an unethical fraudulent/breach of contract by Lazydays.
  
  Per the contract, we paid for a *** (Pre-Delivery Inspection). The *** is in place to ensure that the trailer is free of issues at the time of delivery to the customer. We signed the contract under false pretenses based on the sales rep, in writing, telling us it passed the ***. This was a false misrepresentation of the contract. The *** was not performed or failed and was sold AS-IS with 23 worn, rust, leaky, defective issues at the time of purchase. This does not constitute a new trailer and is a fraudulent/breach of contract.
  
  See attachment "Salesman *** Text Message.png" showing the text conversation where the sales rep ****** "the *** has gone very smoothly"
  See attachment "Travel Trailer - Buyers Order Contract - *** Blackout.jpg" contract showing Lazydays charged us for the *** (Pre-Delivery Inspection).
  See attachment "Issues at Time of Purchase.jpg" List of 23 issues existing at the time of purchase.

  GM ***************** (*******) and GM *********************** (*******) both refuse to provide the *** (Pre-Delivery Inspection and Punch List) for this trailer.
  GM *********************** even told me on the phone that he had a copy of the *** and that he would give it to me and never did.
  I asked GM *********************** and GM ***************** a 2nd time for the *** via email and they both ignored my emails. This is how they run their businesses.
  
  And contrary to what Lazydays ****** about the repairs, after being in Lazydays service for 35 days, only 3 out of the 23 issues that we reported have been completed.
  

  Business Response

  Date: 05/28/2024

  Thank you for reaching back out to us.  We have been back in touch with the dealership who advise that the General Manager of the Seffner, ** dealership is your point of contact moving forward for all communications.   We are further advised that the General Manager has already spoken to you regarding your Unit, as has his Service Manager and the General Manager of the Elkhart, IN dealership.  ************************************** have received multiple emails to which they have responded,as well as our ******** Communications ********************** that have forwarded emails and calls from yourself and **** to the dealership regarding your Unit.  *Of note, the completed sale of this unit is in the name of the sole applicant, Mr. ******************** and therefore Lazydays is not under obligation to discuss any details pertaining to it's sales or extended service contracts, or their contents, with anyone other than its customer, *****************************.
  
  The initial complaint pertained to the warranty process. As explained, the warranty process is the remedy for any manufacturers defects regarding the Unit, as agreed on by both parties at the time of sale and by both parties signing the sales contract (Buyers Order). There is no line item on the Buyers Order that specifies a fee for a PDI.  There is a documentary service fee which encompasses charges the dealer has for preparing several different and separate items relating to the sale of the Unit. This fee applies to all Units purchased at our dealerships.
  
  We have confirmed with the dealership, as well as the manufacturer, that you are the first and only owners of this Unit. The Unit was not advertised or sold As-Is.
  
  The Seffner, FL dealership are still waiting to receive your Unit back to complete the remainder of the warrantied repairs. Please reach out to our Seffner dealership to schedule those repairs.
  
  Thank you. 

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21707223
  
  I am rejecting this response because:

  I need a reply from Corporate (who is ignoring my emails), not *********************** (who only handles warranty work).
  I am not keeping this trailer - I am demanding a swap out for a brand new travel trailer.
  There was a breach of contract and there is mold in this trailer.
  
  See attached mold lab report for the travel trailer Lazydays sold me with water leaks and defective roof. The trailer has tested positive for mold at both ends and the mold was there prior to purchase. The trailer sat on Lazydays lot for 15 months (I learned later) before they sold it to me as a brand new trailer. I have slept in that Bedroom - one of the areas where mold was found. Lazydays is now required to have the entire trailer mold tested by a professional company and will likely need to dismantle the trailer in order to find and remove all of the mold. The contract was for a brand new trailer, not a moldy, leaky, *****, worn trailer.
  
  See attached List of Issues discovered by me and provided to Lazydays in the month following the purchase. This list proves that the trailer was never inspecting before being sold to me and was instead sold AS-IS. This is a breach of contract.
  
  See attached text conversation with Lazydays sales rep who states that the *** (Pre-Delivery Inspection) was performed and went very smoothly, even though this inspection was never performed. This is a breach of contract.
  
  See attached Buyers Order contract. The contract states that I paid $199 for a ******************* Fee which includes a trailer inspection (*** - Pre-Delivery Inspection) at the time of sale. The inspection was never performed and *** documentation never provided to me. This is a breach of contract.
  
  See attached Customer *** Warranty Registration form (sample) which includes the *** (Pre-Delivery Inspection). It has been confirmed by Lazydays staff that this form is required to be completed by Lazydays and signed by the customer with every new trailer purchase. ********************** never presented this document to me and therefore I never signed it. This is a breach of contract.
  
  *********************** (GM *******, **) told me he had a copy of my *** in front of him and said he would send it to me, but he didn't. And that's because they didn't perform the inspection. This is a breach of contract.
  
  And no, the initial complaint that I filed did not pertain to the warranty process.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 06/11/2024

   
  Complaint: 21707223
  
  I am rejecting this response because:

  The original complaint WAS NOT a Warranty issue - It was a breach of contract issue.
  
  Your warranty does not cover mold - before I can make any decision, you need to get with *********************** who refuses to call me back (Coachman Director of Owner Relations) and determine who is responsible (Coachmen or Lazydays) for the toxic Chaetomium mold that this trailer contained before we purchased it, who is paying for remediation and repairs, provide the name of the licensed company that will be performing the mold remediation, and give a timeline for remediation and repairs.
  
  Lazydays Service manager ************************* said it had been a long time since he had to deal with a mold remediation - how is that possible with all the leaky roofs you fix on new and older trailers? Not performing mold testing/remediation when you fix leaky roofs is a toxic health hazard for your customers and is likely illegal.
  
  When you replace the roof, ceiling, and walls, anything that is touched (plumbing, electric, A/C, appliances, Windows, etc) will now be susceptible to having issues. I need to know how this effects my warranty. And this trailer now becomes refurbished which reduces it's value - that is unacceptable. Replacing this trailer is the only FAIR solution for the consumer here.
  
  SUMMARY:
  2/19 (aprox. 1 month after purchase) we reported water leaks to you (and 20+ other issues).
  4/2 was your first available appointment date - we brought the trailer in - obviously you were in no hurry to find the water leaks.
  5/6 We picked up the trailer for a trip - minimal items were completed. Lazydays did not perform a mold test and roof is still leaking.
  5/20 We had to schedule/hire our own ***************** (Lazydays service rep ****** said Lazydays would not pay for it).
  5/31 We got our Mold test results - the trailer contained slow-growing toxic Chaetomium mold (end to end) and requires mold remediation.
  
  Lazydays sold me a trailer with 20+ pre-existing issues.
  Lazydays sold me a trailer with a pre-existing defective roof.
  Lazydays sold me a trailer with pre-existing water leaks.
  Lazydays sold me a trailer with pre-existing toxic Chaetomium mold which now requires remediation of the roof, ceiling, and walls by law.

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

  Business Response

  Date: 06/12/2024

  
  Per the Buyers Order, which was signed by ****************, and is the contract between himself and Lazydays, *************** agreed that Lazydays make no warranty regarding the Unit, are not an agent of any manufacturer, warrantor or service contract provider and are not liable under any warranty or service contract.  As such, the contracts terms and conditions continue to provide the remedy for any problems, which is to repair the issues under the manufacturers warranty as it is the manufacturer that designed, built, and warrantied the vehicle.   The contract also provides that revocation or rescission of the contract is not an available remedy. 

  We have been informed of Mr. ******* correspondence with the manufacturer, which advised that **************** has been helped with his issues and advised him to transport his Unit to a dealership for repairs. If **************** would like to bring his Unit to our Seffner dealership for those repairs, he has been advised that *************************** is the point of contact.  ********************** contact information has been also provided to ****************, several times.
  
  Thank you for giving us the opportunity to discuss this further.

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21707223
  
  I am rejecting this response because:

  Per Lazydays Buyers order which charged me for an inspection (attached), Lazydays is required to inspect the travel trailer before I purchase it. In addition, Lazydays, per their own internal processes, is required to perform 2 inspections on the trailer, one when they receive it from the manufacturer and one before releasing the trailer to the consumer. One or both inspections were never performed, as evident by the 20+ pre-existing issues I found in the 1st month of ownership, including water leaks and a defective roof, none of which were caught in either of Lazydays inspections that they claim they performed. Because they neglected to follow their own contract and processes, the trailer was sold with a pre-existing slow-growing toxic Chaetomium mold which developed while the trailer sat on Lazydays lot for 15 months prior to sale. Therefore, this is a breach of contract. Lazydays is required to replace this trailer.
  
  Lazydays General Manager *********************** has refused to reply to my emails to him regarding the slow-growing toxic Chaetomium Mold issue.
  Lazydays Service Manager ************************* has refused to get back to me regarding mold remediation after saying he would.
  

  Sincerely,

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

• Initial Complaint

  Date:05/03/2024

  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 trailer from Lazydays RV on 1/15/2024. I was told if I purchased an extended warranty and changed my mind I could cancel at any time. I changed my mind the next week and was told I would get a full refund. I have called and called and I still have not received a refund. It is going on 4 months now. I am paying $38 a month interest on that money that has not been credited back to my loan. I called the ***************** AGWS, and they said the extended warranty was canceled on 3/14/2024. Lazydays RV is one of the worst companies I have dealt with and would not recommend anyone purchase from them.

  Business Response

  Date: 05/07/2024

  Thank you for making us aware of your issue at our Lazydays of St. ****** dealership.  We apologize for your poor experience and the lack of communication in reagrd to your warranty cancellation and refund. We reached out to the dealership and were informed by their financial services manager, ***********************, that the warranty has been cancelled and the refund is being sent directly to **** of America to be applied to your loan. ************ states that she spoke with you to inform you, and advised that she will call you and let you know if there are any further delays. 

  We hope this will resolve this matter and appreciate your business. 

   

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21662241
  
  I am rejecting this response because: ********* RV said they were sending a check over a week and a half ago and still nothing has been received by my bank in the form of a refund.  This is ridiculous.  I have been asking for a refund since January.  The extended warranty company has canceled the policy and sent the money back to Lazy Daze RV.  They don't want to send me my refund back.  On top of that I am paying $38.17 a month for interest on that money that should have been refunded in January.  This is by far one of the worst companies I have done business with and would never recommend them to anyone.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/29/2024

  Thank you for letting us know about the issues with the refund. 

  We reached out to our Tag and **************** who informed us that the check was cut and mailed out, via regular mail, to **** of America on 5/15/24.

  We apologize for the inconvenience and frustration to ****************, and thank him for his business and continued patience.

• Initial Complaint

  Date:05/03/2024

  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.

  Brand new fifth wheel has been in their possession for the last 7 months for repairs. They have not resolved any of the issues and we are making payments on a camper we cannot use because of them.

  Business Response

  Date: 05/14/2024

  Thank you for letting us know of your concerns. We reached out to the General Manager at Lazydays of Denver at ********, *************************, and requested he assist and update you regarding your Unit. ****************** informed us that his Service Manager, *******************, met in person with you and discussed everything. We were informed that the part for your Unit has now been received, and the issues resolved. Please feel free to reach back out to us if you should need anything further.

  Thank you for your business and we hope to continue serving you in the future. 

  Customer Answer

  Date: 05/20/2024

  
  Complaint: ********
  
  I am rejecting this response because the fifth wheel has not been repaired, even after having it for almost 9 months. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/23/2024

  Thank you for bringing this to our attention. 

  We reached out to our ************** management team who advised they are unaware of any further issues with **************** Alpine unit. ************** picked his unit up last week and was seemingly satisfied with the repairs when both the General Manager and Service Manager met with him, and they have not heard from him since then. 

  If ************** has any subsequent repair issues the dealership will be more than happy to re-address them. The best way to do so is by ************** reaching out directly to the General Manager of the dealership, ************************* at ************************************** or Phone # ************, or the Service Manager of the dealership, ******************* at *********************************** or Phone # ************, as they are the people best equipped to address the issues.
  
  We thank ************** for being a Lazydays customer and appreciate his business.

• Initial Complaint

  Date:05/03/2024

  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 live in **********. On September 6, 2023, I purchased a Class A motorhome in ******** from Lazy Days RV in ******. I paid full price with a cashiers check from my bank. Lazy Days RV sent a check to the California *** in the amount of $14,825.17 to cover the cost for sales tax, title fee, and tag fee. I registered my motorhome in ********** and received license plates and the Certificate of Title.On March 26, 2024, the California *** sent me a Demand for Payment letter. It states that the check from Lazy Days RV was not honored by the bank. It says that I am responsible for payment and the amount now due is $16,715.17 which includes service fee and penalties accrued. It further states that they can send it to collections, revoke my registration and authority to operate my vehicle in **********. I sent this letter attached to my email message to Lazy Days RV. They initially denied they stop the check. After many emails from me, they finally admitted they did stop the check and said they will pay the *** so that I will not be penalized. But they haven't paid yet!I received a Second Notice of Demand for Payment from California *** yesterday dated April 29, 2024. It is even more threatening. It demands payment be made immediately to avoid seizure and sale of the motorhome or any other vehicle that I own, attachment of income tax refunds, or civil action to obtain judgement for the amount due plus cost of the collection action. I am emailing the Second Notice of Demand for Payment to Lazy Days RV today.I have all of the above information well documented if needed for settling this case.Please help me resolve this problem.

  Business Response

  Date: 05/06/2024

  Thank you for bringing this to our attention.  We have reached out to our Tag & **************** this morning and have been informed that the office manager at our ********** dealership, *****************************, spoke with the **************** on Friday, May 3rd, and updated him in that the check is being cut and overnighted to him this week.  We hope that this resolves this issue and apologize to **************** for the delays and inconvenience caused.

  We value **************** patience and business and hope to continue serving **************** in the future. 

• Initial Complaint

  Date:05/03/2024

  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.

  Refrigerator in Newmar Motorhome - August 2023-Cooling unit in refrigerator (3 years old) with icemaker stopped working.-September 2023-Ordered a new refrigerator through LazyDays RV because they could not fix the cooling unit on the original refrigerator.-January 2024-Refrigerator arrived at LazyDays RV. Made an appointment to have it installed in the middle of March 2024. -03/27/24-Dropped off the motorhome at LazyDays to have the new fridge installed. We were informed that they "were going to get on it right away" because we waited so long. -After 2 weeks we called to see if it was done. We found out they had not even started working on it, yet. -Called the following week and we were told that the person that was supposed to work on it called in sick. -Called again on the 4th week and found out that the person that was supposed to work on it quit. -04/27/24-Called LazyDays **************** and was told that they were going to get in touch with the LazyDays service manager. Service Manager called within a few hours and said that they were going to install it on Monday, April 29. -04/30-LazyDays called to tell us that the refrigerator that they ordered from ****** was not the correct size. Too small. LazyDays ordered another refrigerator locally.-05/01-Refrigerator arrived at **** Days. This fridge was the correct size but no ice maker which our previous one had. -Our choices were to either have the one that was too small and would have to have some woodworking done to fill in the gaps or the one with no icemaker. -They are installing the fridge without the icemaker but, they did not offer to order the correct size fridge with an icemaker.At this point, it has been 9 months and we still do not have the correct fridge in the motorhome. We thought that LazyDays would offer to install the one without the icemaker, so we can us the motorhome this summer and order the correct one and switch them out when the correct one arrives.

  Business Response

  Date: 05/07/2024

  Thank you for the opportunity to address this complaint.

  We reached out to our Lazydays of ********* at **********, dealership and were informed that the customers original refrigerator is now discontinued. The dealership consulted the manufacturer, ******, who sent us the model they are using in replacement.  The refrigerator Newmar sent is slightly smaller in outside dimensions than the original, is 12 volt operation only, but does have an ice maker.  The Norcold 1210 refrigerator without an ice maker was offered to the customer to get the work done sooner. The customer's were in agreeance to that model being installed, and the work is complete.  If the customer needs assistance in ordering the smaller fridge with the icemaker, the dealership will be more than happy to help them.  Wood trim in the appropriate color to trim out around the new refrigerator, would have to be ordered, as well as installing larger wire from the 12 volt main panel to the refrigerator to make it work. This will entail additional wait time to get the materials, and to do the replacement.  The service manager, *******************************, can be reached at *********************************** or by calling the dealership at **************, if the customer would like to order the smaller fridge, or for any questions or concerns they may have. 

  We appreciate the  ******* business and look forward to serving them in the future. 

• Initial Complaint

  Date:04/17/2024

  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.

  We dropped our RV off in the beginning of 10/2023 for minor repairs at the **** location. This was after a horrible experience in ****** where we were taken advantage of and no fixes were made to the *** The Mesa location confirmed they would handle the situation differently and that we were in good hands. They claimed they were waiting on parts and that it shouldnt take long. Fast forward to today, we are now about 6 months out from drop off and still no ETA on completion. We have been lied to multiple times and are unable to get straight answers. We were told by an employee that our previous service agent was fired and our RV had been neglected and put on the back burner for no reason. This person also assured us he would be better yet again, which was another lie. No one calls us back, including the corporate office. We are struggling to figure out how to complete this job and also feel as though we should not have to pay a dime due to all the issues we have encountered.

  Business Response

  Date: 04/19/2024

  Thank you for reaching out and making us aware of these concerns, as we were unaware of the customers issues until now.  We have spoken with the General Manager of our Lazydays of ******* at **** location, **********************, who told us that there was a delay in parts, but he has spoken to the customers and informed them the work is now complete.  There are several factors that can impact the turnaround time and status of repairs on Units, of these, parts and freight delays are unfortunately out of Lazydays control. However, we certainly understand the frustration, and the importance of effective communication during this process and apologize if this was lacking in this experience. 

  
  As a resolution, ************** also advised us that he has offered to remove the labor cost associated with the bill and requested the customers only pay for parts, and freight of the parts.  This will provide a significant reduction to their final bill.  However, the customers have declined this offer and responded that they will only accept the dealership remove all billing from the repair.  Currently the reduction to their ******************* stands open, however the dealership is unable to remove the charges for the parts and their freight.
  
  Thank you for your business and we hope to continue serving you in the future.