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:04/08/2024

  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.

  In February Thor Motor Coach was supposed to contact us to extend our warranty due to all of the manufacturer's defects and warranty issues for our initial year of warranty coverage. I had contacted them numerous times about these many problems, which some are still not resolved. I often asked them about extending the warranty because we had not had use of the Coach on a full time basis for the first year of ownership. They promised to contact us, but only AFTER the warranty expired. They said they could not extend it until it expired, and they would contact us about that extension. The warranty expired in February of 2024. We did not receive full time use of the coach until February of 24. And the only reason we have full time use now is we were just exhausted from taking this unit back to make the same repairs over and over. Not to mention they often refused to honor the manufacturer's warranty on the most serious safety issues. We thought that by making the website:thormotorcoachreview.com and exposing these tactics on ******** under the Camping World ***** group, and the Thor Motorcoach Issues and Complaints which has over 3.7 thousand members, that **** would treat us fairly and we would remove the website and the other posts. But they have not. We have waited to see if they would treat us fairly before submitting this website to all the search engines. But I guess it is time to. **** needs to extend our warranty for a year so we can get the value we paid for when we bought a BRAND NEW MOTOR HOME FROM THEM. One that the entry door would randomly open when driving down the road. We are two semi retired cancer survivors with a limited amount of time to enjoy a motorhome we spent all the money we had to buy. And all of the promises made when we bought it that they would correct everything to our complete satisfaction was untrue. And they have no problem constantly marketing us with emails, telemarketers and other methods to sell us extended warranties. Shameful.

  Customer Answer

  Date: 04/08/2024

  To clarify. I think it would be store credit.

  We would like them to extend our warranty as promised, as we have not had full time use of this vehicle since the purchase because of repairs.

  

  Business Response

  Date: 04/15/2024

  Hello, 

  Thor Motor Coach has been in communication with this customer. The customer is requesting an additional LROW (Limited Repair Only Warranty), in which Thor Motor Coach is reviewing the details of the case. We will continue to work directly with our customer once we determine what we are willing to offer at this time.  Thank you 

  Customer Answer

  Date: 04/17/2024

   I am rejecting this response because: The response was inaccurate. We are requesting a year extension of our full warranty, as we did not have full time use of our motorhome for he first year of ownership due to multiple factory defects and poor repair efforts resulting in months and months of non use and frustration. Not a limited repair only warranty, whatever that is.

  Also, when they say they have spoken with us. They left out some facts. When they called the lady admitted that she dropped the ball and was responsible for not getting in touch with us for many weeks about the warranty extension as promised on several occasions. And then at the end of the conversation she insulted us by saying that she wished we would have kept contacting her to remind her of her promise that was not fulfilled. When I told her I was insulted that she would blame us for her failures, she became uncooperative and began shouting and rudely talking over me to the point we could no longer have a reasonable conversation. It was a shameful display. I have never once raised my voice to hear in any fashion, and have treater her with a calm and professional attitude. So the response was a ridiculous response to a ridiculous situation. I have little faith they will do the right thing and extend our warranty, judging by the slick response that falls way short of the ***** We would certainly like to resolve this and enjoy our purchase at some point. That has not yet occurred at all. While I believe am not allowed here to say the person's name that was so rude, I can assure you we will post it on the website we made about this horrid experience if this is not resolved in timely and acceptable fashion. Let me say again if they resolve this to ur satisfaction as promised, we will remove the thormotorcoachreview website and any other negative postings. Thank you.
  
  

  
  

  

  Business Response

  Date: 05/03/2024

  Our **************** Team is working with the Customer and has offered an LROW (Limited Repair Only Warranty) as goodwill.  We are waiting to receive the agreement from the customer. 

  Thank you. 

  Customer Answer

  Date: 05/03/2024

  I am rejecting this response because:

   They are misrepresenting their offer. There is no "Good faith" offer. We simply requested that they extend our normal factory warranty for an extra year form this date as we had very little access to our vehicle for the first year of ownership, due to shoddy workmanship and defective products. Including two major issues they have NEVER fixed. The entry door to this day that does not function properly. They have made no effort to repair it correctly in many months. And shifting issues with the transmission of the vehicle where it hangs up between gears and won't shift properly. The motor just screams in high gear and won't release until the motor completely calms and has returned to a low RPM. 

  The offered to give us a limited extension on a limited defect only warranty. But we have no confidence because they have not fixed ongoing defects as promised. Further, they included in the agreement that we would have to give up all of our legal rights as consumers, both in the past and in the future. And additionally that if any litigation did occur, that it would be conducted in ******* of all places. Not in the state where the vehicle was sold and where we live. There is absolutely nothing "Good faith" about this. We will not give up our legals rights, and we will NOT agree to have any legal issues decided with our Florida purchase, from a Florida dealer, to be conducted in *******. They do this to make it difficult to hold them accountable.

  We suggest Thor agree to fix our coach completely as promised when we made the purchase. Both the entry door and the shifting issues. Fix the water damage or whatever it is in the kitchen area, and get rid of any references in the document where we give up our legal rights. We just want this unit fixed. If the unit is repaired, there would be no need for litigation. **** has resisted repairs at every turn. Nothing good faith about it.

  Thank you

   

  
  

  

  Business Response

  Date: 05/07/2024

  Hello, 

  Our **************** Team is working with the Customer and has offered an LROW (Limited Repair Only Warranty) as goodwill.  We are waiting to receive the agreement from the customer. 

  Thank you. 

• Initial Complaint

  Date:03/14/2024

  Type:Customer Service 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.

  **** has repeatedly dropped the ball on issues related to the manufacturer warranty on our 2022 Thor Miramar 35.2. I have made several phone calls to be told that there will be no resolution to my concern and to be called rude. The customer service is deplorable. They don't return calls in a timely manner, they deny legitimate warranty claims and take exorbitant amounts of time to respond. Ultimately, we cannot use our brand new motorhome because they initially denied the claim (then after I called to inquire, it was approved) for reasons that they cannot tell me, however, when I called to speak to a manager to find out why, she couldn't give me an answer. The manager was terribly rude to me, talking over me yet saying I was interrupting her. When I said I was going to make some unfavorable reviews and put things out on the internet about the awful service, she said "go ahead". So here we are. This all could have been managed a lot better, but now they have wasted 4 days failing to respond and failing to simply send me the parts that I requested. They promised to send the parts, yet did not do so. I really wish to speak to someone in charge of this place as it seems the supervisors/managers cannot/will not help their customers. Why even have a warranty when the motorhome cannot be fixed in a timely manner and no one wants to help resolve the issues? The quality of my brand new motorhome is terrible and they won't do anything to expedite the repairs on it.

  

  Business Response

  Date: 03/15/2024

  Mr. and ***************************,
  
  Our *************************** has been in communication with you in regards to the compartment door locks. When you reached out to our customer service department on March 8th they approved the claim to be processed as a show of goodwill. This was denied due to the locks being corroded which is not covered by Thor Motor Coaches manufacture warranty. You demanded for Thor Motor Coach to overnight the  12 compartment door locks,our customer service department informed you that they cannot promise that as it is determined if we had them in stock or not. Unfortunately, our parts department does not have any of the compartment door locks in stock. Our team has been working with our vendor to order the locks. You called in yesterday and spoke to a customer service representative, they informed you that we have been working with the vendor and the *** from the vendor to Thor Motor Coach would be 3/20/2024. You requested to speak with a supervisor, whom explained the situation further to help you understand that we are waiting on the vendor at this time. Please continue to communicate with our customer service department for further assistance.
  
  Thank you,
  Thor Motor Coach ****************

• Initial Complaint

  Date:02/07/2024

  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 new **** Thor ******** 38FX. I have a simple manufacture defect in the fiberglass panel above the wheel well. Very simple fix! **** refuses to help so I want to bring up other issues. Fiberglass exterior steps falling off making it dangerous for other motorists, giant holes in the metal letting large amounts of water into the undercarriage, cold water from hot water heater, and many other issues. They dont want to address a simple fix then lets get it all out there. I want the fiberglass that is clearly a defect fixed or I will want everything fixed.

  

  Business Response

  Date: 02/13/2024

  Hello,

  TMC did not advise that the claim was denied. We advised that it was still going through the approval process and that it was a vendor claim and explained the vendor approval process. As of 02/13/24 it is still pending approval and there has not been any denial for the repairs. 

  PA1251827

  Thank you, 

  Thor Motor Coach **************** Department

• Initial Complaint

  Date:02/06/2024

  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.

  Purchased a new Thor 28a motor home June 2022 for approximately $100,000. Just informed by a local auto garage that the fuel line/tank was damaged before we purchased it. The damage was not noticed when purchased because it was hidden by duct tape and a cloth rag placed above the fuel tank. Estimate is $2700 to replace tank and line. Therefore, product was NOT in good operating condition when delivered. Photos of tank, line, cloth and tape attached.

  Customer Answer

  Date: 02/07/2024

  Dear Sirs,

  This issue has been resolved.

  Thank you

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

• Initial Complaint

  Date:02/02/2024

  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.

  Contacted the sales man with 4 days of delivery to inform them they had not replaced the solar panel on the roof that was removed when the dealer placed a new roof on the vehicle. Clearly a dealer issue however the excuses are contained with in the email chain. The manufacture is happy to give you phone numbers to "help you out" however, the dealers are under no oblation to do so. The **** is enclosed with the solar system included in the price. The email chain is finger pointing between the manufacture and the dealer. This in not a warranty issue it is an incomplete delivery.

  

  Business Response

  Date: 02/06/2024

  Good Afternoon,
  
  A representative has been working with this customer to get him a solar panel.  We are awaiting an address to send the panel to as we cant send freight to a customers residence.  Once we have an address we will have the part shipped right away.

  Thank you. 

  Thor Motor Coach **************** Team 

• Initial Complaint

  Date:01/05/2024

  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 Thor Sequence in Sept 2022. Brought it in for a warranty issue after many systems failed. Put in the shop on Sept 7, they didn't start the repairs for over 2 months. **** forgot to install a part from the factor that caused a bunch of failures. Lithium batteries, mux, shower door, solar, onan generator, motor battery, window shades, the list goes on. Now 4 months later I still don't have my RV back, pay almost ****** per month, cancelled 2 vacations and lost 4 months of warranty. My ideal resolution is to pay me for lost time and extend my warranty by the 4 months i have lost.

  

  Business Response

  Date: 01/05/2024

  Hello, 

  I have copied and pasted the email chain between yourself and a representative within our customer service department. Please reach out to our customer service department if you continue to have concerns. Thank you. 

   

  If you look at the email chain below us I have been reaching out to your dealer and been in contact with ******* by email and by phone conversation providing assistance with any claims and parts orders needed to complete these repairs. The dealer was going to have you pick up the coach and I was able to get the parts to them quicker than expected so your coach did not have to be picked up.
  *************************
  Customer ************************************************************************************** Line: ************
  
  **************************************************************
  Thor Motor Coach Will Produce the Highest Quality Recreational Vehicles.
  NOBODY Will Build Them Better.
  
  This e-mail transmission, and any documents, files or previous e-mail messages attached to it may contain confidential information that is legally privileged.  If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution or use of any of the information contained in or attached to this transmission is STRICTLY PROHIBITED.  If you have received this transmission in error, please immediately notify the sender.  Please destroy the original transmission and its attachments without reading or saving in any manner.
  
  
  
  
  From: ******************* <*************************>
  Sent: Friday, January 5, **** 9:15 AM
  To: ************************* <*****************>
  Subject: Re: FW: [EXTERNAL]Re: CAS-******-J0Q1T0 *****************
  
  Thank you for the reply. Can you tell me what **** has done recently to assist in giving me my ** back?
  
  
  
  
  Schedule a Consultation (click here)
  
  **** Baker              
  RE/MAX Sales Associate 2.0
  Residential | Commercial
  
  2023 Ranked Top .05% of Agents in ***
  Top Agent in ** for Homes for Heroes????
  2022 ************ Team (1-1.9m in Commissions)
  ** REALTORS Circle of Excellence Every Year in the Business
  
  **********************************************************
  C: ************
  O: ************
  *************************
  www.morrisagent.com
  No Surprises, Ever!
  
  
  
  
  On Fri, Jan 5, **** at 8:38?AM ************************* <*****************> wrote:
  Good ****************,
  
  I understand this can be a long and frustrating process at times. Like I have corresponded with you in the past. Our stance as the manufacture of your coach is to assist you in getting these repairs completed and taken care of during your warranty time frame. The warranty goes till September ****. You still have a remaining 9 months of warranty at this time. I would highly recommend collecting ALL the time your coach has been in service at the end of you warranty time frame instead of basing it off the 4 months it has been there this time. If you feel you want me to look into a limited repair only warranty at this time I can, but I will need all the work orders from your service center to review. If you have any questions please let me know.
  *************************
  Customer ************************************************************************************** Line: ************
  
  **************************************************************
  Thor Motor Coach Will Produce the Highest Quality Recreational Vehicles.
  NOBODY Will Build Them Better.
  
  This e-mail transmission, and any documents, files or previous e-mail messages attached to it may contain confidential information that is legally privileged.  If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution or use of any of the information contained in or attached to this transmission is STRICTLY PROHIBITED.  If you have received this transmission in error, please immediately notify the sender.  Please destroy the original transmission and its attachments without reading or saving in any manner.
  
  
  
  
  From: ******************* <*************************>
  Sent: Thursday, January 4, **** 9:55 PM
  To: Warranty Support <******************>
  Subject: Fwd: FW: [EXTERNAL]Re: CAS-******-J0Q1T0 *****************
  
  Please advise.  Just fyi I havent had my Rv for 4 months.   Pretty unreal.  
  See thread below 
  
  Schedule a Consultation (click here)
  
  **** Baker              
  RE/MAX Sales Associate 2.0
  Residential | Commercial
  
  2023 Ranked Top .05% of Agents in ***
  Top Agent in ** for Homes for Heroes????
  2022 ************ Team (1-1.9m in Commissions)
  ** REALTORS Circle of Excellence Every Year in the Business
  
  **********************************************************
  C: ************
  O: ************
  *************************
  www.morrisagent.com
  No Surprises, Ever!
  
  
  
  
  ---------- Forwarded message ---------
  From: ******************************;<*****************>
  Date: Wed, Jan 3, **** at 9:49?AM
  Subject: RE: FW: [EXTERNAL]Re: CAS-******-J0Q1T0 *****************
  To: ******************* <*************************>
  
  The warranty on this coach goes until September of this year. We would review your service time closer to your warranty end time frame.
  *************************
  Customer ************************************************************************************** Line: ************
  
  **************************************************************
  Thor Motor Coach Will Produce the Highest Quality Recreational Vehicles.
  NOBODY Will Build Them Better.
  
  This e-mail transmission, and any documents, files or previous e-mail messages attached to it may contain confidential information that is legally privileged.  If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution or use of any of the information contained in or attached to this transmission is STRICTLY PROHIBITED.  If you have received this transmission in error, please immediately notify the sender.  Please destroy the original transmission and its attachments without reading or saving in any manner.
  
  
  
  
  From: ******************* <*************************>
  Sent: Tuesday, January 2, **** 11:19 AM
  To: ************************* <*****************>
  Subject: Re: FW: [EXTERNAL]Re: CAS-******-J0Q1T0 *****************
  
  ******, 
  Happy New Year!
  My ** has now been out of my possession since September 7.   
  Not only have I not been able to use it, but I have paid nearly $5000.00 in payments and burned up valuable warranty time, I will likely need in the future.  
  
  Is Thor extending my warranty period to make up for the horrifically long service times?  
  
  gb
  
  
  Schedule a Consultation (click here)
  
  **** Baker              
  RE/MAX Sales Associate 2.0
  Residential | Commercial
  
  2023 Ranked Top .05% of Agents in ***
  Top Agent in ** for Homes for Heroes????
  2022 ************ Team (1-1.9m in Commissions)
  ** REALTORS Circle of Excellence Every Year in the Business
  
  **********************************************************
  C: ************
  O: ************
  *************************
  www.morrisagent.com
  No Surprises, Ever!
  
  
  
  
  On Mon, Dec 11, 2023 at 1:33?PM ************************* <*****************> wrote:
  Still waiting to receive the shower door to arrive from the manufacture.
  
  *************************
  Customer ************************************************************************************** Line: ************
  
  **************************************************************
  Thor Motor Coach Will Produce the Highest Quality Recreational Vehicles.
  NOBODY Will Build Them Better.
  
  This e-mail transmission, and any documents, files or previous e-mail messages attached to it may contain confidential information that is legally privileged.  If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution or use of any of the information contained in or attached to this transmission is STRICTLY PROHIBITED.  If you have received this transmission in error, please immediately notify the sender.  Please destroy the original transmission and its attachments without reading or saving in any manner.
  
  
  
  
  From: ******************* <*************************>
  Sent: Monday, December 11, 2023 1:30 PM
  To: ************************* <*****************>
  Subject: Re: FW: [EXTERNAL]Re: CAS-******-J0Q1T0 *****************
  
  Checking in for updates?  
  
  
  
  Schedule a Consultation (click here)
  
  *******************;             
  RE/MAX Sales Associate 2.0
  Residential | Commercial
  
  2023 Ranked Top .05% of Agents in ***
  Top Agent in ** for Homes for Heroes????
  2022 ************ Team (1-1.9m in Commissions)
  ** REALTORS Circle of Excellence Every Year in the Business
  
  **********************************************************
  C: ************
  O: ************
  *************************
  www.morrisagent.com
  No Surprises, Ever!
  
  
  
  
  On Mon, Dec 4, 2023 at 10:28?AM ************************* <*****************> wrote:
  Good morning *******,
  
  I wanting to follow up with you regarding the items that are remaining on Mr. ****** coach. He is advising you all are wanting him to pick up the coach while waiting for parts. But he has over a three hour drive back and forth from your faculties.  Is it possible to keep the coach there while waiting for the parts? Please let me know how I can help. I will see what I can do about getting these parts expedited as quickly as possible.
  *************************
  Customer ************************************************************************************** Line: ************
  
  **************************************************************
  Thor Motor Coach Will Produce the Highest Quality Recreational Vehicles.
  NOBODY Will Build Them Better.
  
  This e-mail transmission, and any documents, files or previous e-mail messages attached to it may contain confidential information that is legally privileged.  If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution or use of any of the information contained in or attached to this transmission is STRICTLY PROHIBITED.  If you have received this transmission in error, please immediately notify the sender.  Please destroy the original transmission and its attachments without reading or saving in any manner.
  
  
  
  
  From: ******************* <*************************>
  Sent: Friday, December 1, 2023 10:35 AM
  To: ************************* <*****************>
  Subject: [EXTERNAL]Re: CAS-******-J0Q1T0 *****************
  
  ******* sent me a message saying to come pick up the ** because its going to be a couple weeks for the parts and that theyre out of space.  Im now three months into this and making another trip there is not happening  The fact that they even asked me to do that is astounding   If they didnt take the ** in on week six, it would be done by now
  
  On Fri, Dec 1, 2023 at 10:12?AM ************************* <*****************> wrote:
  Good morning,
  
  Thank you for contacting Thor Motor Coach customer service. Is the service center waiting on parts and that is why they are requesting you pick up the coach? What still not completed? I need a little more information before calling in and speaking with ******* again.
  *************************
  Customer ************************************************************************************** Line: ************
  
  **************************************************************
  Thor Motor Coach Will Produce the Highest Quality Recreational Vehicles.
  NOBODY Will Build Them Better.
  
  This e-mail transmission, and any documents, files or previous e-mail messages attached to it may contain confidential information that is legally privileged.  If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution or use of any of the information contained in or attached to this transmission is STRICTLY PROHIBITED.  If you have received this transmission in error, please immediately notify the sender.  Please destroy the original transmission and its attachments without reading or saving in any manner.
  
  
  
  
  From: ******************* <*************************>
  Sent: Thursday, November 30, 2023 7:26 PM
  To: Warranty Support <******************>
  Subject: [EXTERNAL]Now going on 3 months
  
  I have been without my coach for 3 months---General ** wants me to pick it up unrepaired because they don't have space.  They are 3 hours away each direction.  
  
  Honestly worst ** experience of my 30 years of having **'s.   
  Don't even get me started on the fact that ******* of payments went on while this horrific experience continues.  
  
  I haven't even gotten started on my social media war against General ** and Thor.   
  Zero urgency, zero consideration for how much you are costing me for your poor build. 
  
  **** Baker              
  RE/MAX Sales Associate 2.0
  Residential | Commercial
  
  2023 Ranked Top .05% of Agents in ***
  Top Agent in ** for Homes for Heroes????
  2022 ************ Team (1-1.9m in Commissions)
  ** REALTORS Circle of Excellence Every Year in the Business
  
  **********************************************************
  C: ************
  O: ************
  *************************
  www.morrisagent.com
  No Surprises, Ever!
  

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bad generatorpurvhsed 2 batteries Awning doesnt work Fridge issues Walls coming apart Tv wasnt as told Outside doesnt match I can go On and on Nightmare

  

  Business Response

  Date: 12/11/2023

  I apologize but this customer has retained legal counsel, and we will not be responding to the BBB at this time.  Thank you

  Thor Motor Coach 

  
  

• Initial Complaint

  Date:12/04/2023

  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.

  We have had our motorcoach in three time in the last 12 months to get the shower drain issue corrected. We were just notified that the motorcoach is now out of warranty, BUT we have been trying to get this warranty item corrected for the last 12 months. How can **** disapprove the repairs that have been ongoing since last November? This is a manufacture issue, The shower drain was installed with the drain going uphill and no pea trap..... Additionally there are electrical issues that were found in the generator compartment, after the generator died, that need to be addressed by ****!

  

  Business Response

  Date: 12/08/2023

  Hello **********************, 

  Our **************** team advised you of the following on December 4, 2023. Please reach out to our team if you have further questions regarding your coach, they can be reached at ************.

  "Thank you for contacting Thor Motor Coach customer service. I looked into the most recent ** that was submitted. It looks like we denied it because this was previously submitted and approved to be completed. If they are needing more time to complete the repair they will need to reach out to dealer support to discuss further time needed at ************."

  Thank you,

  Thor Motor Coach **************** Team

   

  Customer Answer

  Date: 12/11/2023

   I am rejecting this response because:
  I did what the customers service agent told me and **** still disapproved the repairs.  First of all the shower drainage issue is a plumbing issue, the piping goes up hill and has no pea trap installed.  Second the electrical issue is also a manufacture issue.  This was not installed properly and it was not found until the generator had to be removed for repairs.  

  I don't understand why these repairs have been denied since they were part of the build on the unit.  

  I would like someone from Thor to call me to discuss this issue.

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

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

  
  

  

  Business Response

  Date: 12/13/2023

  Hello **********************, 
  Our **************** team reached out to you December 11th regarding this concern; the below email was sent to you at 7:17pm on December 12th. Please reach out to our team if you have further questions regarding your coach, they can be reached at ************.

  
  "I was able to get a response from my review department and we would be agreeable to 10 hours on this job.
  Have your service provider check the portal again."

  
  Thank you,
  Thor Motor Coach **************** Team

  Customer Answer

  Date: 12/16/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is possibly a solution to this issue.  We are still waiting for the repairs to be made and I will update once I have had a chance to see the repairs and ensure that the drain is working PROPERLY.

  
  

  Thank you.

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unit is a **** Thor Motorcoach 2023. Your customer service does resolve any issues . **** put this unit together like it was done by children. Unit has been in shop more than its been in my on the road. 1st unit leaked in several spots . Picked unit up and returned witin an hour. Leaks appear to be fix but not sure since its in the shop for no heat for cab . Unit is currently with shop in a long line before it gets looked at. If Unit was damaged from coach builder { Thor } . If unit was damaged during build I want a full refund Because you sold a defective unit . **************** Has been no help. How this company continues to operate is beyond me. GET YOUR ACT TOGETHER.

  

  Business Response

  Date: 12/08/2023

  Hello **************, 

  We show that you spoke with our customer service team in early November. If you still have questions or concerns, please reach back out to our team at ************.

  Thank you, 

  Thor Motor Coach Customer Service 

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new Thor camper **** ******** sprinter Thor sanctuary, 2023- on June 21, 2023. The camper van was delivered to me with numerous issues around the build out, including an alternator that completely failed, producing smoke and ruining my fan belt within the first month and a half of ownership. The vehicle was returned to the dealership immediately for service because none of the battery operated components would function. The Van spent more than 27 days in service total, including being in service for 23 days for the initial repairs when it was returned ten days after purchase. I continue to experience issues with the battery system such that the van is not usable as a recreational vehicle. ****, since the time of their repair, has been unwilling to discuss additional issues nor offer any compensation rectify this issue.

  

  Business Response

  Date: 12/08/2023

  Hello, 

  Please continue to work with the Thor Representative that has been working through your concerns. 

  Thank you. 

  Customer Answer

  Date: 12/11/2023

   I am rejecting this response because the representative is refusing to communicate with me on ongoing issues. Incredibly poor customer service. Absolute rejection of this response. 

  
  

  

  Business Response

  Date: 12/11/2023

  Our representative as been working with you and the dealer since August in regards to your Lemon Law request for the **************. 

  Customer Answer

  Date: 12/11/2023

   I am rejecting this response because since August I have requested additional input for non-functionality of components that should have been repaired. There are ongoing issues despite repairs performed in August and documentation of these repairs have not been provided despite multiple requests including letters via certified mail. The representative only dialogued with me when the dealership tried to offer buy-back at a major loss of tens of thousands of dollars to me. There has been no response to my request for a work order nor to my requests for reassessment since August. Telling me to continue to work with this individual who has not provided follow up to these requests is ridiculous. 

  
  

  

  Business Response

  Date: 12/20/2023

  **************, 

  Our representative has provided you the work orders multiple times, and you are not willing to work with Camping World or Thor Motor Coach.