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:03/01/2023

  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.

  we bought our ** at Lazy Days back in June 2021, it's a Thor Motorcoach, *******, last 7 VIN # MCMS1422, we had put around ***** miles on it, Since then the ** has presented a loud noise inside the cabin when driven on the road at any speed above 35MPH, we decided to ask the owners online forum and similar complaints were there and referred to a windshield not properly sealed, in lieu of these we decided to take it to the dealer for inspection, The Dealer which is located in *******, ******* (***************) have determined that the windshield was improperly installed by the manufacturer ( the polyurethane had areas where it wasn't adhere to the body in its entirety) therefore the air leaked thru the windshield producing a very loud noise into the cabin when the ** is Driven, allegedly the dealer sent a request to be repaired under warranty but the manufacturer declined because the 1 manufacturer warranty has expired already.If the windshield was improperly installed by the manufacturer it should be repaired because it was improperly installed and because of this is producing a big amount of noise into the cockpit when the ** is driven, the windshield is not a part that is subject to wear and tear unless get damage which is not the case here, The easy way out for the manufacturer was to quickly deny the repair without seeing that the problem was produced by them at the time of assembly, Why would I have to fix something that they did wrong, on the contrary the item should have been addressed by them and correct a wrongdoing that have produce a lot of stress and discomfort on us, besides the fact that this is a pretty high priced item, we paid $330K +, so the least that you expect in return is to at least get a well assembled unit.

  

  Business Response

  Date: 04/26/2023

  The issues with the customer have been handled and resolved. 

• Initial Complaint

  Date:02/27/2023

  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.

  We purchased a used Thor motorhome last week. After the ** was delivered to us, we began having electrical issues. We had a mechanic come out and he said we needed a new circuit board. We did some research and found out that this part had been recalled and ours had been done. Unfortunately, its still no good. We called **** and they told ** to call ****, who makes the engine. They said its Thors issue because its the coach problem. We sold our house to live in this ** and now were homeless because this ** isnt working properly. We would like for **** to have this fixed but they just give us the runaround. We have no problem paying the the fix, but no one has said they will fix it.

  

  Business Response

  Date: 03/28/2023

  Hello, 

   

  Can you please provide me with your VIN, so I can get this assigned to a reprasentive on our customer service team. Thank you. 

• Initial Complaint

  Date:02/20/2023

  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.

  We purchased this motorhome in July of 2022. We have used it 3 times and all 3 times something has went wrong. We have had pages of issues with this motorhome. It is truly a lemon. We have contacted **** several times in regards to this and promises have been made by 4 different people with no results. ***************** has had it in there possession since October of 2022 after making some attempts to ***********. Since they have taken it for several water leaks - it is in several pieces still waiting on Thor to ship parts. We paid $237,987.45 for this motorhome and have not been able to use it. I have attached the first complaint, we have had several more problems since, such as Water flooding the entire camper and heaving up the floors, still have not replaced the water heater.

  

  Business Response

  Date: 03/28/2023

  Hello, 

  We show that you have been in contact with ***** on our customer service team recently. Please continue working with ***** to get your concerns resolved. 

• Initial Complaint

  Date:02/13/2023

  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 am rejecting this response because:
  
  Thor Motor Coach determined no fix for the seat due to not finding any structurally wrong with the seat. My suggestion Thor motor coach try to has  2 people seat on those 2 back seat and have a driver taking Them on the highway any slight bump or uneven pavement with speed ***** MPH, They will know how safety the seat they designed or They waiting for some thing happen, Myself and my family reject to seat on those 2 back seat, specially my 2 Grand Daughters.

  My big concern is SAFETY

  Sincerely

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

  safety. This was brought to the attention of both the dealer and the warranty company because I thought there was something loose or broken in the seat. I made an appointment on January 31, 2023 with the warranty company, they inspected it and confirmed my problem. The technician went for a test drive and experienced the same situation. They said it was not something they were able to fix, nor was it covered under warranty because nothing was loose or broken. They did state "test drove...the rear pull out bed does seem bouncy, it appears to be more of a foam pull out bed than it does an automotive style seat, it unfortunately appears to be the quality of this design" and suggested I call the manufacturer to discuss further. When I called the manufacturer, Thor Motor Coach ***** on February 9, 2023, the representative stated she was unaware of this problem and thanked me for letting them know; she said they would look to fix this problem in future designs. The representative proceeded to tell me there was nothing the company could do and denied offering any compensation or adjustments. Therefore, I'm reaching out to you as I feel the manufacturer should be held accountable for the faulty design and would like this issue resolved. Im seeking one of the following: a full refund of purchase, a recall on the seat, or a comparable ** that will safely accommodate additional passengers. I worked hard my entire life and it was my dream to finally retire and purchased an ** so I could spend time with my grandchildren and bring them along with me on vacation. Now I will not be able to do this because the seat cannot be used safely. I would appreciate your assistance with this matter, as I feel this was a misrepresentation of product/features and they mislead the consumer. This seat poses as a safety hazard and I would not want to see anyone hurt while sitting in them. Thank you for your time and attention to this matter.

  

  Business Response

  Date: 03/03/2023

  Thor Motor Coach has received this request previously and determined there was no fix for the seat due to not finding anything structurally wrong with the seat. If you would like further consideration please send a video of the concern to ******************

• Initial Complaint

  Date:01/03/2023

  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.

  Hi!

  The RV is a Thor ******* **** 2019 and the vin#*****************. The owner listed is **************************

  

  Business Response

  Date: 01/10/2023

  We are sorry to hear of your concerns with your 2019 *******. A Thor representative will be contacting you shortly to review your pictures and come up with an amicable solution. 

• Initial Complaint

  Date:12/05/2022

  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.

  We purchased a 2016 ************ 40xte with ****** miles on it. One previous owner purchased it new.We have had multiple issues with the coach. Paperwork included with the purchase documents many of the problems as presenting when brand new.We have powered through many of the issues and paid to have them corrected: slides not level or functional, back toilet not functional, dinette under seat storage not accessible as designed, entry door off level, and this list from the first owner on to us, as second owner, goes on and on.My primary concern today relates to the fabric on my furniture components. Two pieces- theatre seating and passenger seat are shredding and coming apart This was a very expensive coach. How can **** choose to refuse to fix this chronic and widespread issue? Many of our friends with newer coaches report this same issue.I AM REQUESTING THE FAILING COMPONENTS BE RECOVERED OR REPLACED BY *****I am exhausted from pursuing constant repairs on this coach. It may be 'out of warranty ', BUT **** SHOULD NOT BE ABLE TO DISREGARD SUCH A HUGE ISSUE THAT IS PRESENT IN NEARLY ALL OF THEIR COACHES.

  

  Business Response

  Date: 12/13/2022

  This coach is over 6 years old. Being a 6 year old coach with a second owner, Thor Motor Coach would no longer participate in repairing this coach. We apologize for your concerns, but at this point the coverage period has expired  5 years ago.The material in your coach could be due to care by the original owner, or the chemicals used in the cleaning process that *** be stripping the furniture.

• Initial Complaint

  Date:11/23/2022

  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.

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

   To Whom it may ******************************* face="Verdana">On December ***************************** from Thor Motor Coach reached out to me by phone.****** informed me that they would review each item on a case-by-case basis and if they would elect to help resolve the defects in workmanship it would be on a good will gesture. ****** informed me that Id have to get an estimate for each of the defect items. She gave me the number to **** and I informed her that I would prefer to use the Dealership where we purchased the coach to get an estimate for the repairs and she agreed. I did inform ****** due to the winter season and in my location, we had previously and in the future experience snow until approximately the February time frame. I asked ****** if we could wait till March before I would attempt to drive the Coach due to the winter weather. She agreed to wait till it is safe to drive the coach to get the estimates. Upon the completion of our conversation, I contacted the dealership and made an appointment for March 3rd, 2023 to get an estimate that I can provide back to Thor Motor Coach. I tried to call **** / ******* and left a voice-mail asking for a return call where I may be able to set up an appointment in March as well. At this time Im satisfied that they Thor Motor Coach has reached out. I cant say at this time Im 100% satisfied until I get the estimates and we see what Thor Motor Coach will end up covering under their good will gesture.

  If you close this complaint, we may need to reopen at a later date based on what Thor Motor Coach does or doesn't do.

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

  ach we have only driven a total of ***** miles. ** September 10th we took the ** out. Arriving at our destination we set up to dry camp. **ce the coach was leveled and the slide outs were extended this is when we noticed items not functioning / cosmetics (Workmanship Issues) to include:Wallpaper coming down in several areas ******* Room oDining Room oDriver Side Wall oMaster Bedroom Door support separating hallway from bedroom coming down from the ceiling Gauges on *********** not functioning Light on left side Instrument Panel not working Microwave oWe utilized the microwave on Day 1 and it worked with no issues. ** Day 2 we tried using the microwave again. At that time, it started making a screeching sound like a prop from an airplane rubbing against a wooden wall. Front Bunk oFront Bunk continues not to go up and down evenly Generator oThe generator shuts for no reason at all.We are requesting Thor Motorcoach (TMC) support to cover these items.

  

  Business Response

  Date: 12/13/2022

  Due to the coach being over 2 years out of warranty, we are going to have to take everything on a case by case scenario. We will have a representative reach out within ********************************************************************** repairs.Your generator will have to be serviced by Onan/Cummins.

• Initial Complaint

  Date:11/23/2022

  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.

  The requested information: 2019 *********************** **** motor coach. VIN #*****************

  As stated previously, we are well aware that the coach is now off warranty. The issues were filed with **** when the coach was new. We have been diligently working non-stop to get the flooring and heating breech issues resolved. Thor Motor Coach refuses to pay the necessary labor charges to repair the issues. We have spent more than three years trying to get these issues resolved. 

  ons were lifted and we could get the coach in. On 12-11-20 we took the coach to different dealerships, finally ending up at ****************************. They kept our coach for nearly a YEAR, only to have the deal fall through because **** wouldn't pay their labor fees. **** did send the new flooring to CW. Brought the coach home. Then to ********* in ****. Again, the deal fell through . Worked with ******************* until **** when he moved to a new position. Multiple calls, travel, estimates, no results. We now have two new estimates, both have been rejected by *************************** and *********************************. **** now offers us a "goodwill" offer that in no way covers the labor charges to get these flooring & heating breech issues resolved. We have spent more than three years dealing with these issues. Jumping through hoops. **** refuses to act in good faith. We have endured a long and arduous journey. Everything is well documented. It's been non-stop. We want **** to act in good faith and resolve these longstanding issues.

  Customer Answer

  Date: 11/29/2022

   I am rejecting this response because: We have been going back and forth with this for three years. We agree that ************************* acceptance of $1,000.00 was to cover the labor charges we submitted from an independent flooring contractor. **** accepted the bid and said that if the contractor needed to submit additional charges, he would accept that. After countless emails and calls to *********************, we never heard from him again. We believe that **** knew that $1000.00 would in no way cover the labor charges to fix the heating breech and defective flooring. We also felt that ************************* bid was very low considering ******* ***** wanted $7,500.00 to do the job correctly, which **** rejected. ************************* said that they would pay ******* ***** 26hrs for their labor. After ******* ***** had our coach for almost a year. We have taken the coach all over ***** and **** trying to get the issues resolved. ********* in **** had the coach for six weeks only to decide in the end not to do the job. Apparently, they couldn't come to an agreement with ****. Now we have two new bids one for $4,500.00 from a subcontractor. Another for $6,500.00 from *************** in ***********, **. BOTH of which **** has rejected. We are well aware that the coach is off warranty. WE are the ones who have been working these past three years, going to great expense and traveling countless miles going from dealership to dealership trying to find someone, anyone to help us. EVERYTHING is well documented as to the effort that WE have put into getting these issues resolved. ************************* was working with us right up until he moved to a new position in March of 2022. He considered this an open case. Now all of a sudden ********************************* says that everything is null and void since so much time has passed, even though we have emails from ***************** stating that once things opened up after the pandemic, and we could travel, anything under warranty that was reported to Thor while under warranty would be covered, after travel restrictions were lifted, and we could get the coach in for repairs.  How can these issues that were reported to Thor when our coach was new, now be null and void? They are the same issues we continue to try to get resolved. This is NOT a new claim. We have done everything in our power to find someone to do the work, only for **** to refuse to pay labor charges. Now they say we can drive the coach ***** plus miles each way from ***** to ******* for Thor to do the work. ******* also says we would NOT be reimbursed for any travel expenses. He also says that **** will charge us labor charges for the work, for defects that the coach had when it left the factory new. Of course, ********************************* also says that they will take the $2,000.00 "goodwill offer" made off the final bill. We purchased an expensive coach manufactured by Thor Motor *** with MANY issues and defects. We believe that **** reps know full well that their "goodwill offer" can in no way cover the labor costs to fix the issues with our coach. We are asking that someone in ***************** or perhaps in ****'s **************** review our entire case. I feel certain that once someone with authority has taken the time to review everything, they will see that this is NOT a new case, but an ONGOING case. We have acted in good faith throughout this entire ordeal. **** has not acted in good faith, as the documentation will show. All we are asking for is for **** to do the right thing and pay for the labor charges to resolve these issues. **** has already sent the flooring. 

  
  
  

  
  

  

  Business Response

  Date: 11/29/2022

  Mr. and ***************,the most recent offer from ************************* to cover $1000 of labor was in January of 2022, 19 months after warranty expiration. Out of goodwill, we doubled that offer to reimburse up to $2000 at your choice of repair.  This is Thors final offer as it has been stated multiple times. If you wish to set up a factory service appointment to discount you the $2000, please call ************.

  

  Business Response

  Date: 12/05/2022

  Thor Motor Coach's stands behind it's previous response, copied below. 

  Mr. and ***************, the most recent offer from ************************* to cover $1000 of labor was in January of 2022, 19 months after warranty expiration. Out of goodwill, we doubled that offer to reimburse up to $2000 at your choice of repair.  This is Thors final offer as it has been stated multiple times. If you wish to set up a factory service appointment to discount you the $2000, please call ************.

  Customer Answer

  Date: 12/11/2022

   I am rejecting this response because: As is well documented we believe that **** knows that their "goodwill offer" of $2,000.00 will in no way cover the cost of labor to repair the issues with our coach. **'s labor charges of $7,500. was not accepted by ****, nor were the two offers recently submitted to ********************************* for approval. The $1,000.00 bid they accepted. I admit, we were naive in thinking that the labor charges could be so little for such a job. 

  As I have stated countless times. These issues are ongoing, not new.

  In reviewing my hundreds of emails regarding these issues I was particularly surprised by an email from ********************************* apologizing and stating that the only emails he had been provided were from ***************** in 2020 and the email referencing the $1,000. 

  If these were the only emails ******* is aware of, I can see why he has come to the conclusion of only dealing with the bid for $1,000.00 to do the labor. 

  I have hundreds of emails relating to our continued attempts to get these issues resolved. I WILL BE SENDING MULTIPLE EMAILS TO ********************************* WITH ATTACHMENTS CONFIRMING EVERYTHING THAT WE HAVE DONE ON OUR PAR AND OUR CONTINUED EFFORTS ACTING IN GOOD FAITH.

  I do not know WHY he has not had access to this correspondence. Has someone intentionally or accidentally deleted these hundreds of pages of ongoing correspondence from our file? The emails I will be sending to Tristen are just a fraction of the emails that I have, as proof of all efforts on our part, far too many to contain in this response. 

  If Tristen needs additional documentation, I will also be happy to send it.

  While our coach was at ** for 10 months, there were many other issues with our coach that Thor approved of and paid for under warranty in 2021. WHY are the flooring issues causing such concern on behalf of Thor?  **** had no issues resolving many of the other problems with our coach. I guess that is the million-dollar question.

  It is my hope that after ******* has more documentation available to him, he can make a more reasonable offer in getting these issues resolved once and for all.

  One last thing, as ******* has stated in previous emails, we can take the coach all the way to ******* at our expense (probably at least $2,000. in fuel costs), then **** will kindly deduct the $2,000. ("goodwill offer") from what they will charge us to do the labor at their factory. This clearly implies that **** knows full well that the labor costs to do the work on our coach far exceeds the $2,000. good-will offer.

  I will say again this coach cost us 100's of thousands of dollars. Why should we have to pay a single ***** more to pay for defects that were reported to **** when the coach was new. We have spent countless dollars and hours as well as travel time in dealing with this. We are tired and have had enough.

  Tristen should have the additional documentation in his inbox this evening 12-11-2022.
  
  

  
  

  Customer Answer

  Date: 01/08/2023

   I am rejecting this response because: ********************************* (Thor Motor Coach Retail Warranty Supervisor is not acting in good faith. We have been done everything we can to get our flooring and heating breech issues resolved with our coach. This has gone on for far too long. ************************* (Thor Motor Coach CSR) worked with us thru March of 2022 trying to get these issues resolved. He moved to a new position. ********************************* became Retail Warranty Supervisor in April of 2022. ALL OF A SUDDEN everything that was approved is no longer valid, considered null and void by Tristen. How can that be so, when this is all from the original claim that was reported to **** when the coach was new and under warranty? I will state again that this is not a new claim. It is the original claim. The attached scans of the countless emails we have from Thor show the issues were all reported while under warranty. Also, the emails show that we were assured that the issues that were reported when the coach was under warranty would be covered after the travel restrictions were lifted relating to the pandemic. Most of the issues listed on pdf ************************************************************** 2021. Why not the flooring costs? Leaves one to wonder if it was ****'s plan all along to run out the clock. Thor Motor Coach knows full well that their $2,000.00 "good faith" offer will in no way cover the labor charges to have the flooring replaced and the heating breech repaired. The fact that they say we can drive the coach from ***** to ******* to have the work done (travel of course at our expense), and they will deduct the "good faith" offer of $2,000.00 from the final cost is yet more proof that **** knows full well that the labor costs are far more than they are allowing. We have gone to great lengths to get these issues resolved, driving the coach to multiple places both in ***** and **** trying to get the issues resolved. Of course, at our expense. Countless hours spent on the phone, the computer, the road, only to have **** reject the bids we have presented. The only bid that ******* has accepted is the one of $1,000.00 from *********************. Who never came back to do the work. Of course, we should have known that such a low bid was not reasonable to complete the labor, after the three other bids we received were so much higher, but we were desperate to find someone, anyone to do the work. This has all been dragging on for far too long. Had **** acted in good faith when the coach sat at ******* ***** for nearly a year, this would all be behind us. **** delivered the flooring to ******* ***** on 6-11-2021, only to have their labor charges rejected by ****. Multiple emails say **** approved the work to be done, only to reject their labor charges in the end. All of this back and forth is not fair to us, the consumer. We have taken our coach to *************** in ***********, ** to have the work completed by a certified tech. We want the work to be done correctly. We have sent the invoice for labor charges to ****. Thor now needs to act in good faith and honor their agreement to cover the labor charges and heating breech issues.  Had Thor not built a coach with the numerous issues our coach has had, no one would be going through this stressful and arduous journey. 

  
  
  

  
  

  

  Business Response

  Date: 01/04/2023

  Mr. and ***************,

  It is our understanding that ********************************* has been in communication and has notified you we stand behind our previous offer, see below.

  The most recent offer from ************************* to cover $1000 of labor was in January of 2022, 19 months after warranty expiration. Out of goodwill, we doubled that offer to reimburse up to $2000 at your choice of repair.  This is Thors final offer as it has been stated multiple times. If you wish to set up a factory service appointment to discount you the $2000, please call ************

   

• Initial Complaint

  Date:11/14/2022

  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.

  See attached photo for Vin #
  

  model is : ******* 23CM

  Year is : 2022

  ows me ****'s warranty policies and procedures are clear as mud as well as down right deceitful to their customers. Integrity and transparency still mean something to me being in the automotive repair business, if you make a promise and truly want to fulfill the promise of backing up your product, stand by it. This is leading me down a path of no confidence in THOR, as well as potentially never doing business with them again, it's simply bad business and I would also hope to educate any of their potential customers on what their ownership experience with **** will be like after a six figure purchase.

  Customer Answer

  Date: 11/16/2022

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

  Vin # is above

   

  Customer Answer

  Date: 12/15/2022

   I am rejecting this response because:
  
  While I was grateful and remain as such in that **** was able to reach out, during our conversation I was made to believe Thors branded dealer potentially did not submit or failed to submit proper documentation for the roof issues that needed to be repaired. In doing so the warranty process or lack thereof apparently falls to me in unearthing the motorhome from its slumber in the middle of ********* winter, then submit further pictures and video evidence which clearly should have been obtained by their dealer. Their warranty process is broken, while I will continue to work with them through this process this issue has not been resolved and Ill most likely be contacting the ********* ************************ to see if there is further options to pursue this matter further.

  

  Business Response

  Date: 12/05/2022

  One of Thor Motor Coach's **************** Representatives reached out to ****************** on Friday afternoon. According to the call notes several of his concerns were discussed and further explained. He was advised for this to be reconsidered he would have to submit documentation including pictures of what his concerns are, in which he stated he would do so when the weather permits. ****************** was thankful that someone from Thor Motor Coach reached out. 

  

  Business Response

  Date: 12/22/2022

  If your dealer did not submit proper documentation for repair, we can ask for them to submit all supporting evidence. Your Thor rep will be reaching out to you to gather more information on the concern. Based on what was submitted to Thor, we see no warranty concern.

  Customer Answer

  Date: 01/09/2023

   I am rejecting this response because:
  
  Truth in the matter is its not my dealership its yours, the represent your brand and how there is policies and procedures in place to properly represent a warranty claim on a vital item such as the roof is beyond me. While I can understand you the manufacture did not get proper photos or video's needed to properly represent the issue I don't fully grasp how that then would become my problem wherein I'm responsible for getting this material when it just left your branded dealership. The process is on going as it's now at a second Thor dealership wherein I'm out a $350 cover ( MN winter, snow and ice covered, torn while removing) to un-earth and obtain information/evidence that should have been obtained at the first visit should this process have not been as convoluted as cashing out ***** stock. The issue is not closed nor has resolution been found. 

  Thank You,

  RT

   

  

  Business Response

  Date: 01/23/2023

  The pictures submitted to us show no concern of factory defect to the roof. The roof is made to expand and contract with the elements.If there are pictures showing a concern, we would be more than welcome to review those pictures. Please send them into the rep you have been working with, or we can reach out to the dealership your coach is at, to obtain photos noting the concern. 

  Customer Answer

  Date: 02/02/2023

   I am rejecting this response because:
  
  The issue remains ongoing dating back over two years, the only entity that doesnt seem to find any issue with the roof is Thor Motorcoach. The issue has not been resolved and no viable resolution has been purposed or attempted. The motorhome is currently at their branded dealer in ****, ** wherein a compromise was proposed and was shut down. Dont believe a resolution is attainable