Complaints

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

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  Thor Motor Coach

  PO Box 1486 Elkhart, IN 46515-9552

  
• 

  Thor Motor Coach

  601 E Beardsley Ave Elkhart, IN 46514-3305

  

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:08/26/2024

  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.

  *************************** Sequence 20A, 2022 - VIN: ***************** We bought a brand new **** Sequence 20A ** on 2/3/2022. We paid $122,000. On the day of delivery, we were told that the awning was not working, but that it would be taking care of in a couple of weeks. The couple of weeks turned into months. Since the beginning we had issues with the house battery/solar/alternator charging system. At that time, we knew very little about how these things work in an **. We made many calls to Camping World asking for advice concerning these issues, and also brought the ** to their service department several times to have it checked. On different occasions it was kept for weeks at a time, but the issues persisted. During one of our trips in April 2024, the second alternator burned up, and ever since we have been trying to have the alternator replaced and all the related issues taken care of. After going back and forth with Thor Motor Coach and Camping World, and after three and half months, the alternator was replaced, but the charging system issues and the whirring sound coming from underneath still persist till today. At this point we don't know what to do. Our **** Sequence 20A has only ****** miles. Thank you, ******************************* and ***************************

  

  Business Response

  Date: 08/29/2024

  Good Afternoon,
  
  I am sorry to hear about the concerns that you have been experiencing with your Thor Motor Coach.  TMC is inclined to help you, as it appears that you were working with ************************* prior.  Based on the fact that your Manufacturer Warranty expired 02/03/2024, we would need to discuss the current unresolved issues to determine if it is something that we will cover as goodwill.  Thank you 

• Initial Complaint

  Date:08/22/2024

  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.

  Since December 2023, through repeated in-person discussions and electronic and voice communications, we have been trying to work with General RV, *****, *******, and Thor Motor Coach **************** to resolve a significant water loss from our 2024 **** Gemini 23TW fresh water tank. In ****s written, video, and voice in-person advertisements, the company advertises that the freshwater tank has a 31 gallon capacity, which is does not.We have tested the capacity several times. Below is a synopsis of the findings in researching the water loss:Day 0:Specified capacity as listed in **** documentation = 31 gallons Fresh water tank shown as full by BMPro wall monitor = 17 gallons Fresh water tank overflows = 20 gallons Did not use the fresh water tank during the three days of testing. Day 1: After driving 7 hours, we had to add 12 gallons to the fresh water tank to refill the tank. After losing those 12 gallons during travel, we arrived at campsite with only 8 gallons.Day 2: After driving 4 hours, we had to add 8 gallons to the freshwater tank, so that we arrived with only 12 gallons of fresh water. Day 3: We refilled the fresh water tank to overflowing; then drained that tank one gallon at a time by hand. The tank emptied 21 gallons before we had to shut off the water pump. The Gemini was stationary during this testing. There are two issues: (1) tank does not hold 31 gallons and (2) tank loses up to 3/5 of the fresh water during travel. **** declined a repair/replace request from General RV - ******When we contacted Thor Motor Coach **************** about the water loss, **************** replied that "This is how the coach and fresh water system is designed." **** designed the tank to support only 1/3 of its advertised capacity?**** is knowingly, and deceptively, selling the 2024 **** Gemini 23TW as having a 31 gallon freshwater tank capacity, when it truly has only a 10 to 11 gallon capacity. More details in the attachment.

  

  Business Response

  Date: 08/29/2024

  We are sorry for any frustration that you have experienced with your selling dealer.  TMC is inclined to stand behind our manufacture warranty and help with any warrantable repairs.  Thank you

  Customer Answer

  Date: 09/03/2024

   I am rejecting this response because ****, the manufacturer, denies any fault, putting the blame on the dealership, and as clearly indicated in the complaint, ****, more so than the dealership is at fault.  The dealership sold us the *** but they used the information provided by ****, which knowingly did not meet the RV's advertised capacity.
  

  

  Business Response

  Date: 09/09/2024

  We are sorry for any frustration that you have experienced with your selling dealer.  TMC is inclined to stand behind our manufacture warranty and help with any warrantable repairs.  Thank you 

  Customer Answer

  Date: 09/09/2024

   I am rejecting this response because:

  **** declined a repair/replace request from General RV - ******
  
  When we contacted Thor Motor Coach **************** about the water loss, **************** replied that "This is how the coach and fresh water system is designed."   **** designed the tank to support only 1/3 of its advertised capacity.
  
  **** is knowingly, and deceptively, selling the 2024 **** Gemini 23TW as having a 31 gallon freshwater tank capacity, when it truly has only a 10 to 11 gallon capacity.
  
  

  
  

  

  Business Response

  Date: 09/09/2024

  We are sorry for any frustration that you have experienced with your selling dealer.  TMC is inclined to stand behind our manufacture warranty and help with any warrantable repairs. Please reach out to our customer service team at ************. Thank you 

• Initial Complaint

  Date:08/09/2024

  Type:Sales and Advertising 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 my **** 18G Rize in January of 2024, and after druving it home from the state where I purchased it, Ive had one problem after another. It has been at the dealer from March through April and from May 1 until today (August 9). I just spoke to **** and they said the parts might be in by August 23, which would get the parts to the dealer by Sept. How is it possible that **** has no stock of parts for these rigs? Seven months at the dealer waiting for warranty work when the warranty is only for 12 months is not acceptable. I couldnt find a dealer who would do warranty work and when I did, they had to wait for approval from **** and then order parts in a separate process. Why is that not all part of the same process? Im amazed this company hasnt gone bankrupt.

  

  Business Response

  Date: 08/15/2024

  Good afternoon, we are aware of your concerns with the active case you have with one of our ***s. **** *** has rushed these parts and everything has been shipped. We can certainly look into providing you time back for your warranty, you can review this with your current *** and they will assist you with this. 

  Customer Answer

  Date: 08/15/2024

   I am rejecting this response because: I have since contacted a lawyer for further action.
  
  
  

  

  Business Response

  Date: 08/23/2024

  We received an attorney demand for this customer, Can you please close the complaint?

   

  *************************   Legal Administrator

  PO BOX 1486

  ELKHART, IN 46515

  Direct: ************

  
  
  

• Initial Complaint

  Date:08/01/2024

  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 2023 ******************* 27CM motor home in February 2024. We picked it up in April at Camping World from who we purchased it from. We put it in a storage facility until the weekend of May 9th 2024. During that weekend trip we found a water leak in the ceiling and the hot water heater didnt work the microwave didnt work and the handle of the refrigerator broke off in my wifes hand when she tried to open it. We returned the motor home to ************* in *********** ********* on May 18th 2024th. They had it for two months to repair the leak and other issues. The technicians notes were very concerning when we picked it up. In his notes he stated that there were to hot wires not connected to anything . One under our bed and one by the hot water heater. He was surprised there wasnt a fire and said he couldnt understand how this motor home passed inspection if there was one. Plumbing wasnt hooked up correctly to the hot water heater. The wires that should have been hooked up to the outlet were wired wrong. The entire roof above the cab and bunk had to be replaced. The wall by the dinette had to be taken off along with the upper cabinets. We went two months of non use and still had to pay for our storage facility. This is a true lemon as far as Im concerned. We wont feel safe anymore using this motor home.

  

  Business Response

  Date: 08/02/2024

  We are sorry to hear about the concerns you are having with your TMC.  We would like to help in getting your warrantable concerns addressed.  Please feel free to reach out to our customer service team at the email below.  We will be happy to help you.  Thank you
  *************************

  Customer Answer

  Date: 08/06/2024

   I am rejecting this response because:
  
  I responded to the warranty website and my response was rejected. 

  

  Business Response

  Date: 08/12/2024

  With all due respect our Team has advised as such.  We did not deny helping you at anytime.  Please see the notes form your conversation with our **************** *** on 06/25/24.  Thank you
  
  
  Advised the customer the PA in question was technically already approved for 15 hours to complete some of the repairs as a lot of this damaged seems to be cause by lack of maintenance on the coach while sitting at dealership. Customer will call them and ask them to get started with what has already been approved

  Customer Answer

  Date: 08/16/2024

  Hello,

  My wife and I purchased and was approved at an interest rate and monthly pymt at the camping show for the New 2023 ************ 27CM when we went to pick up the ** in April they said we had a couple more forms to sign. They wanted money down and when we said no that we already had the payment completed and interest rate and payment all signed off on they said they shouldnt have or they messed up at the show. The new payment was a lot more so we walked out feeling taken. A week later we received a call from a manager from a different store who wanted to talk with us and iron things out. We did meet with her and a deal was made but felt a little uneasy. At each visit we had to wait and wait and wait to be helped. Note! The manager was a real idiot and was helpful at all. He wanted money money money. 

  Below is what has taken place since. 

  The better business bureau has made contact with CW Forest lake. We had a lot of warranty issues repaired and was without the Rv for two months. We used this ** one time on the weekend of May 9th. Microwave didnt work (wires were not attached to the outlet behind the cabinet). Water heater didnt work (was plumbed wrong and a hot wire was lying on the floor next to the water heater). There was another Hot wire laying on the floor under our bed. The day we picked up the ** in **** I brought it home and opened it up to put items in it. Noticed no plumbing pipe from under the kitchen sink. Called CW and brought it right back to have them install the pipe. There was also water in the ceiling light above the front bunk area. The entire roof and some walls by the dinette needed to come out also. So after two months I was able to pick it up. Now the change oil light is on and only has 1000 miles on it. The freezer door wont open. Staples in the outside cabinets are only half way in. Paint Overspray on the front hood and bunk bump out. I mentioned this issue when doing the walk through. Nothing was done or offered to remove. 

  For all the reasons above is why I want my money back for the motor home. This motor home was built very badly and Im not going to put my blind mental disabled daughter at risk and my wife and two dogs. Ive paid $8,000 so far in pymts and used the Rv the one time. I want my money back and give back this motor home. I dont want to trade it in and I dont want $350 towards servicing. 

  Thank you,

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

• Initial Complaint

  Date:07/28/2024

  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 Thor motor coach that is under manufacturer's warranty. I received a defective unit. The bed in the rear cannot be put in a lateral position without having to open the back doors. I have returned the unit to ********** in ******** and between them and Thor, i have not received resolution to my issue. The vehicle was purchased in dec 2023, received mid January and returned mid feb. The unit has been waiting for you both to figure out how to deal with this situation. I have not had ANY use of the van for over 7 months now. I continue to make payments on a vehicle that I have literally had little use of. It had MANY defects that have been repaired however, you are telling me that this is the"design". well if you actually were to try to put the bed down you will realize that my unit is DEFECTIVE. At this point i either want my vehicle/motor coach FIXED, or you can give me a comparable working REPLACEMENT unit or you can RETURN my money between you and ***********. I keep asking for resolution and have asked for a joint call between both companies to resolve this, however, i keep getting bounced around between **** and *********** I need to have this resolved immediately as at this point, i am literally paying for NOTHING.

  

  Business Response

  Date: 07/30/2024

  Hello, 

  In order for Thor Motor Coach to review your motorhome history, can you please provide the full VIN number? 

  Thank you. 

  Customer Answer

  Date: 07/31/2024

  Attached is the vin information. Also the dealership is McGregors

  VIN was included in the original submission.

   
  

  
  

  

  Business Response

  Date: 08/02/2024

  TMC is fully aware of this concern and have been trying to get into contact with customer. Have left several voicemails. As this is the design of the coach, they all do this and require raising and lowering the cushions a certain way so that it clears the latch. We dont have much room for adjustments with this cushion or frame in this unit without throwing all of the other cushions off, there is also seat belts in this frame which run through the floor.
                 Our suggestion given the situation is to authorize an upholstery rep to remove some of the cushions from the top of the seat to help it clear the handle. That way it will clear the latch and work as it should. Camping World is also in communication with us on this and know what we can do. Just need a call back or response from customer. 

  Customer Answer

  Date: 08/05/2024

   I am rejecting this response because:
  
  I have not received additional information from Thor. I have received a text from ********* that says the stuff in the attached. I need the two companies and me to get on a single phone call to understand exactly what will be done and by when to address the defective nature of the execution of your design. I dont think others have to go outside to put their bed to lay flat. I keep getting bounced around. Whomever did the install did not measure and then test that the bed could be put in a flat position without having to have the doors open.

   

   

  
  

  

  Business Response

  Date: 08/07/2024

  It is my understanding that you arte3 actively working with **** at TMC & the servicing dealer to get this issue resolved.  We will continue to help you, with your warrantable concerns,  under the terms of our warranty agreement.  Thank you 

• Initial Complaint

  Date:07/17/2024

  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.

  On 7/8/24, I bought an alleged 2024 ********* 18M that was actually manufactured in 2022. I was not able to make an informed decision to not buy it because this information was not disclosed to me until after a contract was signed. I bought this unit from a dubious and deceptive Camping World in *************, **. CW sold me lemon, they marked price down by $10k, because I later discovered mold and water damage in the rear of unit but only after one night of camping when water leaked and caused irreversible damage to walls, floor and surrounding surfaces. Water saturated the floor to the point of pouring out from under the *** I now own a $109,000 paper weight. In addition, I was only given one key FOB, many discrepancies and cosmetic damages. The unit contract states Zero miles as delivered but actually had 1247 miles on it. My wife and I are disabled, a veteran and disgusted with this entire experience. Were victims of a predatory industry whose entire business model is based upon deception, fraud and financial exploitation.

  Customer Answer

  Date: 07/17/2024

  VIN:

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

  

  Business Response

  Date: 07/17/2024

  Hello ******************,
  A representative from our customer service team will be reaching out to you to help with any warrantable concerns you may have. In regard to the coach being Manufacture in 2022,  that is not the case. The chassis is a 2022,but the house portion was manufacture in 2023.  This is not unusual for motorhomes. 

  Thank you. 

  Customer Answer

  Date: 07/18/2024

   I am rejecting this response because:

  Selling a so called new RV that is known to be defective and not disclosed to customers does not magically become a warranty matter. It potentially becomes a legal matter. I reject this response implicitly. Only a 100% reimbursement or full replacement of RV will make this satisfactory.
  
  

  
  

  

  Business Response

  Date: 07/18/2024

  TMC is inclined to stand behind our warranty agreement.  As previously stated, TMC has assigned a Customer Representative to reach out to you and help with any warrantable repairs needed.  Thank you 

  Customer Answer

  Date: 07/18/2024

   I am rejecting this response because: A reasonable person would presume that a so called new vehicle would possibly have minor issues that are discovered once purchased but not a major catastrophe event just days after purchase. This is a camper that cant be camped with. Its sitting in my driveway with all doors open in an effort to air out the smell of rot, dampness and mold. Water destroyed the floorboard and I will not accept a diminished product. It has instantly devalued and depreciated in hours. Interesting they value a warranty but not the product itself. This unit is a Lemon and defective in every way. The mold was previously started. The ** industry knows that water leaks are the most severe scenario in dealing with used **s, trade-ins and the valuation of units. My wife cant breath in it and gave her nosebleeds. We cant even use it now after just 10 days since purchase. No mediocre repair can remedy this issue. Youve harmed my family in the process and Im livid, angry and pursuing this matter with every possible means available. Again: 100% reimbursement or a defect-free replacement of equal or greater value is the only acceptable solution in this matter.
  
  
  

  

  Business Response

  Date: 07/19/2024

  
  TMC is inclined to stand behind our warranty agreement.  As previously stated, TMC has assigned a Customer Representative to reach out to you and help with any warrantable repairs needed.  Thank you 

• Initial Complaint

  Date:07/13/2024

  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 was driving down the freeway and the complete vanity and storage fell of the top of my RV - 2021/22 Tranquility by **** The wallpaper has also been replaced three times and continues to fall of. We have several build issues with this van and continue to have problems from the time of purchases. This was an awful build by ****. I am requesting the interior to be reviewed and rebuilt and compensation for my time. I have pictures and when the vanity fell while driving, we almost had an accident not to mention we had to cancel our weekend trip. The interior Pannels are also falling apart, and I am concerned the vanity and storage is barley hanging on.

  Customer Answer

  Date: 07/21/2024

  I have had several complaints during. But no responses, La Mesa RV serviced this unit four times. Each time Service we still have problems. The wallpaper deviation has been replaced twice and still falling off again. The safety with the cabinets on the ceiling completely falling off almost caused an accident. This is fast. We have all the notes at the *** They tried to fix and we continue to the ** pro unit has been replaced three times is not working. 

  

  Business Response

  Date: 07/24/2024

  We are sorry for any inconvenience you have experienced.  TMC has assigned this to a member of our **************** Team who will be reaching out by the end of the day tomorrow.  Thank you 

• Initial Complaint

  Date:07/11/2024

  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 purchased a 2024 Thor magnitude RV, and it clearly displays Eclipse on the touch pad as seen in the picture of my RV. I tried to connect to my phone via the Eclipse APP and it does not connect. I contacted Thor and Firefly Integrations and provided them with all the ****** information and was informed that this is a lower version Mira ****** that is Bluetooth not connected via internet. They told me that they sell the Eclipse for $950.00 if I wanted to obtain one. I am totally dissatisfied one of the reasons i purchased this RV was because it had the Eclipse on the screen with QR code. I had **** on my previous RV and was totally unhappy, it was in my opinion c*** I feel this is a deceptive practice knowing it has Eclipse on the touch pad but it's a ***** According to the screen I purchased an Eclipse and should be provided with that module. I would like that module to be provided at no additional cost. Additionally, if not resolved I will consider a class action lawsuit because I truly feel they knew it to be untrue/misleading to customers. I believe numerous other customer's were mislead and overcharged!

  Customer Answer

  Date: 07/12/2024

  ***************** 2024 Thor Magnitude RS36 

  

  Business Response

  Date: 07/17/2024

  Hello,

  The module was suppose to be Eclipse, per the customer, but he has ***** He has contacted us about switching to Eclipse but it would be an upgrade to the system as explained and customer pay. The screen showing the Eclipse is just showing it, if he holds down the button it will display to **** from my understanding. If hes wanting the Eclipse the module will need to be changed out and at the customers expense. 
  
  A No Charge Order was placed and TMC is shipping  his Clips, Upholstery buttons, stair tread and Microwave vents.  Thank you 

  Customer Answer

  Date: 07/17/2024

   I am rejecting this response because: it's a total mistruth and misrepresentation by ****. This touchpad has the Eclipse on the touchscreen displayed not **** this is consumer fraud to say its the **** in my vechile manuals it has Eclipse not **** manual. They owe me the correct module not a downgraded version! Totally unethical and worthy of a class action lawsuit!
  
  
  

  

  Business Response

  Date: 07/18/2024

  **********************, 

  Per our building of materials your coach has the Mira. I have attached the manual to the V9 Diesel as well to show it only explains **** in this as well. The coach was not installed with Eclipse; page 17 starts the setup of ***************** touch.

   

• Initial Complaint

  Date:04/25/2024

  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 called THOR about 2 weeks ago regarding the installed RVMP 4000i ********** generator, and it not working. I explained that the **** generator will *only* run on gas and when switched to propane it immediately shuts off. **************** said to bring it back to CW to have it repaired. I also called RVMP who verified by serial # that it should run on BOTH ************** I was able to verify that there is a cap at the manifold and the line from the generator also capped. Clearly there is no possible way for it to run on lp since it's not hooked up! Called THOR back explained that it was improperly installed and was told that "sometimes the techs just forget to hook things up".Again, I was told to bring back to CW to have them fix and it would be covered. ** then said hey are not "authorized" to fix the generator and they can't even order parts from THOR to do so. I called **** back again today and explained again that the generator is not working properly since it can't run off *both* gas an propane. I was then told by this rep that **** doesn't ever hook up the propane because that is "optional"... optional?? Running off both is literally the reason to install this generator. That's the whole point. I explained again that it doesn't work "properly" if it only runs on gas. That THOR is advertising (and passing on the cost to consumers) that a **** generator is installed. No where does it say "Equipped with RVMP 4000i ********** but it really only runs on Gas". i explained that it's wholly deceptive to advertise something but not actually install it properly. I was then met with such gaslighting comments like "well if you want to 'say' it's not working properly" or it's not THORs fault I "expected it to be hooked up"... or again that basic functionality was 'optional'. I also explained how that was extremely unethical and shady operation, making owners pay out of pocket to hook up a system that literally should have been installed in the first place.

  

  Business Response

  Date: 04/29/2024

  When installing the Flex generators in our coaches, we connect to only one fuel source, gas or lp. We do not connect to both.  I have attached the brochure specifically for your coach, so that you can review it.  I hope that this helps with any confusion.  Have a great day.  Thank you 

  Customer Answer

  Date: 05/02/2024

   I am rejecting this response because:
  I did not receive that information, what I did receive is this which was permanently affixed to the inside wall of the closet, and also separately provided by the dealership.

  
  

  

  Business Response

  Date: 05/07/2024

  When installing the Flex generators in our coaches, we connect to only one fuel source, gas or lp. We do not connect to both.  I have attached the brochure specifically for your coach, so that you can review it.  I hope that this helps with any confusion.  Have a great day.  Thank you 

• Initial Complaint

  Date:04/13/2024

  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 have purchased a new 39 foot Aria ********************** Home from General RV in **************. It was manufactured by Thor ********************** Homes and had numerous interior electrical device problems and plumbing leaks at delivery. I finally got the interior items fixed, almost 5 months from the purchase date of April 26 2023. I found problems on the roof in September and showed that to the selling dealer General RV. There was a plywood seam that moved up and down due to inadequate fastening also a two foot area where the plywood had raised off the plane of the structure. I made several written requests to Thor ********************** Homes to inquire why they felt they did not have to honor their warranty and was finally (after almost 3 weeks) I was told that as it was not leaking inside therefore would not authorize any repairs. After a more thorough inspection on the roof I found numerous additional problems on the roof structure, that I also brought to their attention which consisted of approximately 16 sharp pointed items that were pointing upwards from the roof deck and were about to puncture through the ****** this is the rubber roof product used on the roof). I also found an area that had lots of sealant around a plumbing pipe vent, the vent being 2 inches in diameter and the *** product that was supposed to mimic the size of the vent hole was cut almost twice as large. I considered some sort of proof to share with the manufacturer, Thor Industries and ended up using a moisture meter on the ceiling and walls below the plumbing vent pipe area and the moisture meter showed 100% wet in an area directly below the plumbing vent at the ceiling and wall area of the bathroom that the vent was serving and the adjacent ceiling above the master bed. I took very detailed pictures of the moisture meter where it touched the ceiling and walls showing this reading and also sent this to Thor Industries who again refused to do the right thing and repair this leaking roof. Selling dealer needed approval for repair.

  Customer Answer

  Date: 04/16/2024

  Vin #*****************

  

  Business Response

  Date: 04/19/2024

  TMC and the servicing dealer reviewed this roof, on PA1246167, as there is not a manufacture defect.  The **** is by design.  The roof does not require replacement.  TMC is going to stand behind the denial of this PA. Thank you