Complaints

This profile includes complaints for Blue Compass RV Fort Wayne's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Blue Compass RV Fort Wayne

  3360 Lincoln Way Road Columbia City, IN 46725

• 

  Colerain Family RV

  3360 E Lincolnway Columbia City, IN 46725-9099

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:10/11/2022

  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.

  I bought a 5th wheel in may 2022 and was the worse thing ever bought. Started off blowing 2 tires on the way home. They offered to pay over the phone for one and had them send me a camera to substitute and they couldn’t get that right. Then go get title done and now being told I owe 1800 bucks due to them not charging enough. There not willing to work with me telling me I have to pay out of pocket 1800 bucks or run my credit for another loan at a higher interest rate. Bank of America telling me they can cancel the loan and reapply. But still it’s there error but I have to pay for it. 2018 FOREST RIVER VENGEANCE VIN 5ZT3VGVB5J1000118

  Customer Answer

  Date: 10/11/2022

  2018 Forest River Vengeance Rogue Toy Haul
  Fifth 5ZT3VGVB5J1000118 

  Business Response

  Date: 04/21/2023

  Jason Johnson blew a tire on the way home I sent him a free tire and back-up camera for his issues. The 1800 dollars was due to out of state county taxes. We offered to rerun his credit and have him sign new documents with that addition money on the loan, unfortunately the bank came back with a higher interest rate due to the price increasing. Jason declined on the new paperwork.

  Customer Answer

  Date: 04/21/2023

   I am rejecting this response because: the camera was given to me due to the wrong one given at the time of purchase not compatible. The tire was given to me due to a blow out on the way home due to their slow road service. The taxes was their error that I got stuck with. They Wanted me to take another weekend drive back up there pay the taxes time and higher rate was due to timing not the amount. It was when the rates were going up. Still have not paid the taxes and no tags yet this year due to them. They act like I have the money just to throw around for their error. Not a happy customer and will not due another deal with this company again. I ask for the warranty to be refunded also because I don’t trust them and I want to use it for the taxes. Just just given up and told the bank to defund the loan but they’re just as bad as the rv company. Long as the monthly payment made they don’t care. But I have the title still wait on this to get resolved. Be willing to meet in the middle. Thanks 
  
  
  
  
  

  Business Response

  Date: 08/16/2023

  I have spoken with ***** regarding the taxes that were not done by the previous Finance Manager. A check was sent to ***** to be able to register his RV. 

• Initial Complaint

  Date:08/02/2022

  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.

  Started the purchase process with Colerain Family RV on May 17, 2022
  Colerain - Travis - in Finance sent us 3 contracts before he got the correct information.
  Finally purchased the RV on June 17, 2022
  Colerain provided us with a contract that was for the "WRONG VEHICLE"... they used an ID# for a different vehicle that we had not seen or inspected previously
  Now we have no paperwork to purchase the permanent plates for the RV
  Also, have contacted Drew at Colerain regarding a warranty issue - they gave us the wrong RV and it has a cracked dinette table and trim on the slide out
  We spent approximately $35,000 on this RV and we deserve to be responded to about missing paperwork, as well as the dinette table issue.

  Customer Answer

  Date: 08/02/2022

  Originally Colerain provided us with:  1UJBJ0BPXN17Y0705 - 2022 JAYCO – This is the Incorrect VIN# provided

  
  Here is the correct VIN# 1UJBJ0BP9N17Y0811
  - 2022 JAYCO

  Business Response

  Date: 04/21/2023

  Kathy Diller had problems with paperwork on the RV she purchased. Everything was adjusted fixed any problems she had with that RV. She even traded that RV in with me to get a different model.

  Customer Answer

  Date: 04/24/2023

  I am rejecting this response because?  Colerain's response is a total and complete LIE.  We did NOT purchase the second unit from Colerain.  We signed all the paperwork and left with the Jayco unit - we received the first contract on May 25, 2022.  The paperwork was updated and we went to Colerain to complete the purchase.  We signed all the paperwork and picked up the travel trailer towards the end of June.  About 2 weeks later we received a message from the finance guy saying that we need to come to Fort Wayne as soon as possible and "resign" the paperwork.  No explanation, no reason given in the message.  So I called Colerain and ended up talking to our salesman.  He finally found out that they sold us a unit and left us take the unit we purchased... but the unit we picked up was NOT the unit identified on the paperwork.  I would provide these but I won't do that so it's visible to the public.  We did NOT purchase a second unit from Colerain.  That did NOT happen.  We did end up signing "different" paperwork for the unit we brought home.  I can also prove this with a letter from our insurance agent.  Because he contacted us two days after Colerain contacted us and said that we didn't have insurance on the unit we brought home because the VIN # was assigned to another individual.  

  Colerain actually "swapped" out the unit we originally inspected and thought we were buying.  But then when we got to Colerain and signed the paperwork it was for the wrong unit.  We had no idea that the unit we picked up towards the end of June was NOT the same unit for the paperwork that we signed.  This was an error on Colerain's part.  So don't let them pretend that they fixed the problem by letting us buy the 2nd unit from them.  That ABSOLUTELY DID NOT HAPPEN.  

  I have all kinds of e-mails from the salesman, the incompetent finance person and the manager of Colerain (that were in these positions last year).  Because I assume that all of these people are no longer with Colerain and someone just randomly replied with lies about what happened.  Again, I have all kinds of e-mails about what Colerain did.  In fact, I'm working with Tony Oakes, who is the Jayco Factory Service Manager for the Towable units.  I made him aware of what Colerain did.  I can even provide Tony's information because he knows the truth about how Colerain swapped out the unit we originally inspected and agreed to purchase with another unit without notifying us or providing us with any information on them making the switch.  Tony's e-mail is:  [email protected] and he is aware of everything that happened with our horrible experience with Colerain.

  Kathy Diller

   

  
  

  Business Response

  Date: 08/16/2023

  I have spoken with ***** on the phone in regard to the poor service that they had occurred with previous staff and have assured that we will take care of her. I have offered to pick her RV up after they use it on Labor Day to fix any problems that they might have and install a slide out topper at no charge before they go down to ******* for the wintertime. She will l keep me updated once she talks to her husband *********

  Customer Answer

  Date: 08/21/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  *********************** did contact me and we are working together on a resolution with respect to the various issues we had.  ****** has offered to have the unit picked up at our home and work on a solution that is positive for us.  We did have the unit repaired at the Jayco manufacturing facility in June of 2023 and they took care of all the current outstanding issues we had with the trailer.  We were extremely pleased with the work performed at Jayco in Middlebury.  

  Now, *************************/I will work out a satisfactory resolution with ****** to help resolve how things evolved at Colerain in 2022 during the purchase process/afterwards.  I do feel like ****** is certainly making every attempt to resolve and help offset the horrible experience we had at Colerain.  He has shared that they went through a restructuring process and that a new team is in place.  **** and I look forward to working with ****** to help us get to a better place with our RV purchase.

  
  

  Thank you.

  ***** and *********************

• Initial Complaint

  Date:07/26/2022

  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 7/16 my wife and I went to look at **'s. We were pondering the idea of purchasing one and didn't really know what to expect as far as cost or payment for financing. We met with a salesman named ****. He was very professional and we were impressed by his knowledge. When we sat down to run some numbers we were still undecided so he said we could put down a deposit to hold the ** to give us time to think about it. He said that if we decided not to buy, the money would be refunded immediately. Well here we are now a week later and no refund. My wife messaged with both **** and ****** (who is the finance manger I believe) and both just keep saying they will look into it. I called yesterday and was told someone would call me back and they did not! Now when I call, I can't get to a live person, just a voicemail and **** will not return my messages or call. Feeling more and more like we are being scammed. We just want our $1000 deposit back. We were still thinking of purchasing an ** in the future (from here because of the original experience with our salesman was great) but now we definitely will not. After looking over some of the reviews, looks like this has happened before! We are now trying to go through our bank to try and dispute it since the business won't give us any follow up on the status of our refund. Very unprofessional to just ignore us. If they would communicate with us to resolve the issue, we would not be so frustrated!

  Customer Answer

  Date: 07/26/2022

  We never actually purchased the vehicle, we were only considering purchasing it but had to put the deposit down to hold in case we did want to move forward with purchasing it.  The **** of that RV is ************ *****

  Business Response

  Date: 04/21/2023

  ************************* signed documents stating that the refund of his $1000 deposit can take up to 30 days was refunded within that time frame.