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:10/24/2022

  Type:Order 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 March 22, 2022 we purchased a 2022 Thor Hurricane from Camping World. When we got ready to pack we noticed a water leak from the slide area. we returned to ********************* and they said they found the problem. we took on a trip and again the water leak same area the slide. we returned to Camping world Service and again they checked and said they believe they found the issue. angain another weekend trip and yes same leak. we returned to ********************** and its has been there the past 90 days. Camping world tried to contact **** but they would not send anyone to help find the issue. i talked to Thor customer service and was told that I the customer can n ot ask for help. and they were not going to send anyone. This has been going on for 7 months. not the concern is Mold and rot. can you help

  Customer Answer

  Date: 10/24/2022

  The vin# *****************

  model # HRRCNE34J

  

  Business Response

  Date: 10/31/2022

  The customer has been in recent contact with our Rep ******* who is working directly with Camping ************** director *************************. ***** has indicated to the customer and TMC that no water or leaks were found. We would be open to having the coach come back to ******* for inspection and repairs. They would have to get ahold of their rep ****** and request a factory service appointment.

  Customer Answer

  Date: 11/01/2022

   I am rejecting this response because:
  After I had submitted this complaint Damyen contacted me and said that the had talked to ***** at Camping World to check a couple things. I have emails from ***** and ****** that there is a leak the and ****** would request Thor send tech to Camping world and also I can take the Motor Coach to *******. Talking with ****** and ***** there is a leak that cannot be reproduced with a water hose however when it rains there is a leak. Again I bought this camper brand new with 800 miles that's the amount from Thor many. To Camping world in olive branch MS. ** now has roughly **** miles we took in one quick trip to check everything out. And yes the water leak was still there there were a few other issues hot and cold water backwards kitchen drain leaking, windshield vast not on properly I have pictures and emails. We have held up our end of the deal still making payments and insurance. I would like **** to keep up with theirs as warranty goes. We bought this Motor Coach on March 5th 2022. ** has been back to Camping world for this leak 3 times. The last time we took it in was on July 22nd and till this day it's still there leaking and I do have proof of pictures that I had sent to **** and to Damyen. My concern is mold and rot. So if they check with Damyen they will see that there is still a leak issue I do have pictures if I knew how to send

  

  Business Response

  Date: 11/04/2022

  Our rep assigned to this case is in contact with the customer and is working on setting up a factory service request to address their concerns with water intrusion.

  Customer Answer

  Date: 11/04/2022

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  Date:10/21/2022

  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.

  Purchased a 1 year old 2021 Thor Magnitude RB34 used with no issues. I have owned it since February and have had many structural and slide issues. I am out of pocket almost $175,000 to buy the used Thor motorhome and another $5,000 in structural repairs due to poor production. I have inquired with this business to rectify the issues without a response or a cent of financial help. This is our familys first motorhome and it has been a horrible experience to camp using this product. We were forced to pay everything out of pocket with little to no assistance when contacting this company. They denied every claim. We now have more structural issues for now the 3rd time this year. We only had the ability to utilize our family investment for 2 months out of the 8 months we owned it due to poor production quality. We intend on getting our family attorney involved if this is not addressed in a professional manner. **** has made no attempt after 3 inquiries to them, to make things right. Our motorhome is a $175,000 piece of junk. This is the worst investment our family ever made and we are no haunted by the investment that was meant to bring my family happiness. I run 5 businesses and would never conduct myself in the way that they do and we offer products for pennies on the Dollar compared to this purchase. I will continue my story via social media and then from my family attorneys if not handled efficiently.

  Customer Answer

  Date: 10/21/2022

  Attached is the requested information from my motorhome 

  

  Business Response

  Date: 10/27/2022

  This customer purchased a used Thor **********************  ******************** that is out of warranty coverage. Doing so, there would be no participation from Thor of any future repairs. We would be available to offer technical troubleshooting,however the warranty was exhausted December of 2021.

  Customer Answer

  Date: 10/28/2022

   I am rejecting this response because: This is not a typical warranty claim as the unit has had previous and continued structural issues. This is obvious neglect of quality control on a $200,000 product that is defective and is just over a year old. I was told by **** during my several claims and conversations that they are empowered to process claims on quality control. If action is not taken by business I will be forced to share this though all social networks and have my lawyer start civil proceedings. This is the worst customer service I have ever experienced and the worst quality control I have ever seen. I purchased a Motorhome for my family that was almost brand new to avoid these concerns and read online that **** has a 12 year structural warranty. Unfortunately they chose to not transfer this to the second owner because of obvious quality issues from this horrible coach company. Without resolution my lawyer will be in contact. I will be also contacting the attorney general.
  
  
  

  

  Business Response

  Date: 10/31/2022

  Due to this being a USED coach, Thor Motor Coach stands with the previous response. 

  "This customer purchased a used Thor **********************  ******************** that is out of warranty coverage. Doing so, there would be no participation from Thor of any future repairs. We would be available to offer technical troubleshooting, however the warranty was exhausted December of 2021."

• Initial Complaint

  Date:10/05/2022

  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.

  I purchased this Ram Promaster thor brand new in July. When picking up the vehicle there were multiple items broken and did not work. The dealershi8p stated that They would cover it and it would be no issues and they can fix this within a week. That was not true. we are in October and my van has been in multiple shops for various reasons everything is breaking down. I spoke to Thor many times and they offer no solutions and say that is what warranty is for. My generator went out on my first trip with the Rv at 115 degrees outside my rv had to be taken in. My solar panel was not working and not turning on the generator the second time had to be taken in. Third item my hose to the propane tank busted and propane was shooting out underneath the van and had to take it in. This Rv is not safe and there are numerous items wrong with it. It is very sad that they allow this vehicle to be sold as brand new and having the customer have this Rv in the shop more than i have had it in my possession. I reached out to **** many times to get them to give me numbers to other people just to ultimately be sent back to the same person i spoke to originally that just did not care. I do not feel safe in taking this ** anywhere with my child given the experiences i have already been through. These items are the main components in the ** that broke. I keep having my appointment to fix issues pushed back and having to go to multiple dealers because staffing is giving me the run around about what they can and ca not fix. I am attaching all the service records pictures videos of everything that I have been going through and expressed to your staff that shows no concern for all my issues. If I would have known that this is the treatment and experience i would be going through i would never would of purchased this van especially for the high amount i paid for it.

  

  Business Response

  Date: 03/28/2023

  Hello, 

  
  We
  would like to apologize for the delay in responding to your complaint, BBB did
  not have it under the correct account initially. We do show that you have been
  in contact with our customer service team in the past, and recently had your coach in for repairs. If you have any further
  questions or concerns regarding your coach please reach out to our customer
  service team at 877-855-2867.

  Customer Answer

  Date: 03/28/2023

   I am rejecting this response because:
  Issues are not resolved and has not been fixed. My vehicle has been in service more times then I have has it in my possession. There were some serious things that went wrong. My first trip the generator went out the week we bought it. We were in 115 degree weather and has to cut our trip short. Second time we took the rv out the house from the propane busted and was leaking propane. Third time we took it out the heater is broken and it's freezing. I do not understand how poorly this was made. My heater has still not been fixed. I took it to the repair shop they stated they fixed it had it for 30 days. I pick it up went to use it again and heater is not working. 
  
  
  

  

  Business Response

  Date: 04/03/2023

  Afternoon, 

   

  Your case has been assigned to an escalated member of our customer service team. You should be hearing from them soon, if you have not already. 

• Initial Complaint

  Date:10/03/2022

  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.

  I purchased a 2023 Thor Sequence 20K June 28 2022. This van was delivered with a missing propane hose, a leaking propane tank that could have burned my house down, electrical issues, and a broken vanity mirror. Once getting these issues resolved. This product has been a constant failure. Since taking delivery of this product. The ** antenna was not connected correctly. The entire interior is falling apart and dozens of loose screws are in the floor. The bathroom door has fallen off. They grey water tank sensor does not work. The entire unit rattles and squeaks, 2 interior lights do not work. The left swivel seat is loose, The lament wall is peeling. The bed fell apart in the floor. THE MAJOR ITEMS FOLLOW. The ** stopped working while driving cross country on the second day in 106 degree heat. The ** discharge hose was bent into the radiator cooling fan that cut into the hose making it blow out and loose the refrigerant. I was with out ** for 3 weeks due to no parts available. Then the extra pulley Thor installed on the engine crankshaft to drive the auxiliary alternator/generator would hit the heater cooling pipe every tins I made a left turn cutting a groove in the aluminum pipe. This has taken close to 2 months to resolve. This is far beyond the threshold of ******* Lemon Law guidelines. I have contacted **** Customer Support and they told me I need to take it up with the selling dealer. I now live in ****** and the dealer is in *******. **** shows no desire to attempt to make this right and are leaving me no choice but to file a Lemon Law Complaint to force them to take this faulty product back. This product is less than 3 months old and has under **** miles on it. It had **** miles on it when I received it from Thor . WORST PURCHASE I HAVE EVER MADE

  

  Business Response

  Date: 10/11/2022

  One of Thor Motor Coach's **************** Representatives spoke with **************, our call notes are below.

  ******* spoke with the customer and advised her position here at thor is to help facilitate the repairs on his coach. Retail stated there was no outstanding concerns on this coach. Just that he wanted all his money back for the coach, ******* advised that was not for her position and that she would be glad to facilitating any open repairs if need be. Customer stated all the concerns that have been addressed with the coach or chassis. We would be more than willing to review any warranty reimbursement claims if there are outstanding invoices/receipts.

  Customer Answer

  Date: 10/11/2022

   I am rejecting this response because: This product has been nothing but a problem from before day 1. It was not even delivered to the selling dealer in proper working condition and had parts missing from being built at Thor plant.

  It is ******* clear Thor Motorcoaches has failed to quality control the product they sell. The van was delivered in the following condition before ever putting the first mile on Coach.

  1: Van was delivered to dealer and then to me with main propane hose from tank to regulator missing altogether.

  2:When propane was put into system it leaked out slowly under my elevated home. The air bleed hose was leaking.

  3: The propane tank level gauge was inoperative

  4: The vanity mirror was cracked al the way across

  5: Thor sent these items to my home for me to take somewhere for repairs. 

  6: The table inside of sliding door was not even mounted to the body. During assembly the self tapping screws did not penetrate the metal body. They slide off to the side and was left that way leaving the  table moving from side to side.

  Once getting on the road:

  1: Day 2 I lost Air Conditioning while in 106 degree heat in *****. The Factory Ram Chassis High Pressure discharge hose had been bent into the cooling fan during ****'s installation of the secondary generator. Causing the hose to rub through and blow the refrigerant into the generator/alternator. Losing the ability to to charge the Lithium House batteries. This too over a month to get corrected. I still have not been reimbursed after 3 months of battling with ****'s warranty ***** Terrible customer support.

  2: The additional pulley Thor added to the factory crankshaft pulley that drives the auxiliary generator alternator would scrape the metal cooling pipe next to the frame. The sound it made was like something in the drive train " right wheel bearing" failing when making sharp left turns, The rubber motor mounts would flex allowing this extra pulley to rub the metal pipe.

  3: Over a dozen screws have been found loose in the floor. The wood frame for the pull out bed fell apart within 3 weeks of ownership. Screws stripped out of wood. I had to fix this myself because to would be several weeks before any of ****'s preferred repair shops could look at my NEW COACH 

  4: The collapsible table in sliding door has pulled loose from mount. Screws stripped out of wood.
  

  5: The left side bathroom door fell off. Crews in wood stripped out of rollers

  6: Clasp that holds the roll out bed closed fell off in floor

  7: Bottom of drawer fell out. Cheap staples did not hold panel in place

  8: Grey water tank level sensor does not work. Shows 3/4 full when empty and full only when running over.

  9: The entire interior of the coach is rattling, squeaking and coming apart due to cheap and poor quality workmanship.

  10: The cables for ******* antenna for TV reception were installed incorrectly on switch for cable/air and were not tightened.

  This $135,000 coach is less than 3 months old. Under **** miles. This product is the biggest pile of garbage. How much more despair and anxiety does **** expect me to endure? Do they truly think it a appropriate for me to continue to accept one failure after another?

  How many more time must if fail before they admit being in the wrong? **** has released a product that was not properly tested and was not quality controlled. They need to make this right. 

   

  
  

  

  Business Response

  Date: 10/14/2022

  Thor Motor Coach stands behind our previous response. 

   

• Initial Complaint

  Date:09/19/2022

  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.

  Purchased a NEW Thor motor coach riddled with problems, was told in January 2022 that warranty extension / accommodation would be closer to expiration of the 12 month warranty,(on a recorded line) (this was after the coach sat for 30 days at the dealer waiting for parts from Thor. When I contacted **** in July to work this out, i was told nothing would be done... then I escalated my complaint, they said they would let me know what can be done. they waited 12 days to respond and then i was assigned a customer service rep. the attached is 100% of the correspondence outside of one phone call on august 1st. its too many characters to post on this site so i am uploading.

  Customer Answer

  Date: 09/19/2022

  Thank you for the timely response. 

  2022 Thor Windsport 35M VIN *****************

  also here is the complaint case with **** that I was trying to resolve on my own with no luck. "CAS-******-W5L7V0"

  thank you very much for your assistance. 

  

  Business Response

  Date: 10/11/2022

  One of our **************** representatives are actively working with ******************** to resolve all concerns. Customer has stated to our rep that he will write a positive review once his concerns had been addressed. 

• Initial Complaint

  Date:09/12/2022

  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.

  November 2021 $120,000 We bought our Class C ******* motor home from ******* ***** 1. Since we bought it we have not been able to use the radio. The original radio would not mirror the phone as promised. The screen was blank and we could not listen to music either, eventually it even stopped allowing us to charge our phones. After much work, we were given a replacement, that replacement only worked one or two times before doing the same thing. Now the company expects us to replace that radio again until the warranty runs out in November. They are waiting for the warranty to run out.2. The first time we went out the generator died on us. We took it for service and were charged $200 , not covered under warranty again, but it was working. We don't use the generator unless we're boondocking. So a few weeks ago, it left us stranded in 100 degree weather when it died again. Took it for trouble shooting and was charged another $150 because they did not find anything wrong with it. 3. On one of our trips the *** connector for charging the phone caught on fire which could had been a disaster but thankfully we saw it happened and were able to stop further damage.**** is dragging to fix these issues. Days turn into weeks and months while we spend countless hours on the phone/email trying to get them to resolve the issue. I have attached an email from someone I've been speaking with at their IG page. He is a salesman. That is one of many emails we've had with other people (customer service) and now they are suggesting we talk to the parts department. They are just wasting time waiting for the warranty to run out.

  Customer Answer

  Date: 09/12/2022

  Hi, the vin number is # *****************
  this is a Class C *******

   

  Thank you.
  

  

  Business Response

  Date: 09/20/2022

  You informed out customer relations tech that your radio wasn't able to mirror with your phones and there was nothing in the setting that would explain why. Our customer relations tech called the radio vendor to request a list a phones that would work with the radio model, your phones met the requirements. Thor Motor Coach sent a 3rd replacement radio, as this was our first attempt to fix the issue. When it comes to the generator our customer relations tech advised to have a *********************** center diagnose the connections to the generator since **** couldnt find anything wrong with the generator. As far as we know, that hasnt been done.

   

  Customer Answer

  Date: 09/21/2022

   I am rejecting this response because:
  
  
  The radio has been replaced three times and it is still not working properly. How many more times will Thor replace with the same radio?
  

  We have taken the ** to an authorized dealer for the generator the ******************* we take the ** to does not look at the generator. 

  They have not addressed why the *** connector caught on fire and how to avoid it again. Also that same *** connector is not working anymore.

  And to add to the list, the cover in one of our dinette benches is peeling. 
  

  

  Business Response

  Date: 09/22/2022

  When it comes to the radio and generator, if you are still having concerns, it would need to be diagnosed at a Thor Authorized Service Center. If **** looked at the Generator and informed that there is no problem found, you are more than welcome to get a second opinion.
  A Service center would need to test the wiring to see why the port isn’t charging your phone, and they would also need to check our connections leading up to the generator to ensure that it is not something on the Thor side. The USB connection should have been diagnosed at the time when the thermal event happened which would possibly explain why it happened. With it not working again, it would need to be checked.
  
  We stand behind our warranty and will work with any service center to correct the concerns.

• Initial Complaint

  Date:09/09/2022

  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.

  Purchased a build of a new 2022Thor outlaw 38KB from Thor via ***** in Albany, NY. New RV was delivered on JUN 17, 2021. In April 2022 after winter storage, I found the RV full of water all over the dash on the drivers side. I then found a tear where the rv plastic membrane roof meets the fiberglass body and notified ***** for warranty repairs. ***** put a patch on it that failed and did not due what looks like a great inspection to find the real cause. In August 2022 I took the RV back to ***** stating the leak had not been repaired and they indicated a screw was broke and that it was the source of the major leak. Thor turned down the warranty saying it was beyond warranty and that it was a maintenance issue. I provided Thor with the email in April 21 stating the leak and they still turned me down and said "quite frankly the dealer should have caught that". I am now stuck between a manufacturer who chooses to do business with ***** and myself. Nowhere does Thor indicate roof maintenance 9 months after a build. Yes, they require a yearly inspection, my roof failed before the year date. Thor is unwilling to see that and unwilling to even call ***** to discuss that and I spent over $200K for an RV that is leaking. Again, I feel I did my due diligence and have just been trying to get my roof and now sagging interior roof fixed. I am a major advocate for Thor and cannot believe they do not stand behind their product and then blame me for maintenance when it is clear the busted screw is the source of the leak; which is beyond basic owner maintenance of a roof.

  Customer Answer

  Date: 09/09/2022

  Thank you very much, 

  My model is a 2022 Thor Outlaw 38KB, VIN  *****************                                           
  
  

  

  Business Response

  Date: 10/11/2022

  This retail called in and spoke with *******, after reviewing with ************, the concerns were determined to be customer maintenance as it pertained to the seals. The PA was submitted twice , both providing pictures that show lack of roof maintenance. The roof was not reported to us until August of 2022, 2 months outside of the warranty. Unfortunately TMCs stance on this subject is lack of customer maintenance which will not be covered under warranty.

  Customer Answer

  Date: 10/11/2022

   I am rejecting this response because:
  
  I notified the dealer in April of 2022 that the roof leaked. That was 10 months after I received the unit. The roof had two broken screws that are not part of normal maintenance. I did my due diligence reporting the issue to the dealer **** used for sales well before my warranty period expired

  

  Business Response

  Date: 10/20/2022

  It is stated in our warranty guide that roof maintenance is required every 3 months for inspection at minimum. If proper maintenance would have been completely, the srew would have been noticeably before 10 months if it was truly a factory defect. Our stance will stand as a customer pay concern

  Customer Answer

  Date: 10/21/2022

   I am rejecting this response because:
  Who is to say I did not do my inspection of my roof until it failed in April.  I did do inspections monthly as my RV sat outside in *******, I noticed the leak after doing the inspection and seeing the water.  Again, so I did my due diligence. 
  
  

• Initial Complaint

  Date:09/09/2022

  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.

  I bought a new Thor sequence. Drove it on one long trip to ****** form ******* **********. Engine died in ***** ******. Spoke with **** representative to ask for assistance and the representative laughed at me on the phone saying this is not their problem or responsibility . they could offer no help and referred me to ************* who made the chassis. No help from them . Would recommend that no-one does business with this company . I certainly would never again. Horrible customer service . The ** has been in ***** ****** getting repaired for 7 weeks with no estimate on date.

  

  Business Response

  Date: 09/09/2022

  Afternoon, 

  Our office received an official notice today, and will be reaching out to your attorney. 

• Initial Complaint

  Date:09/06/2022

  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.

  This has been a nightmare of an Rv. The same things keep breaking. The company camping world has kept my RV more than i have. I get the covid thing and parts not being available. They tell me i can use it and bring it back. When i bring it back they are saying they declined my repair because they need more pictures. Now they send pictures and they declined my repair stating its out of warranty. They are also saying they wont repair something that they just fixes a few months ago if it is put of warranty. Well fix it right the first 20 times!!! I bought this brand new and have wasted countless hours taking it to the shop. They keep it for months (sometimes 6 months). And tell me to bring it back later. This is horrible service. I have been making payments for 2 years and cant even use the thing. Now they want me to pay to fix something they never fixed while it was covered. Shady people. I am reaching out to the attorney general as my next step and will place goole review and other sites if they dont do the right thing.

  Customer Answer

  Date: 09/06/2022

  Vin ***************** model Daybreakmini motor home

  

  Business Response

  Date: 09/19/2022

  We are sorry for any inconvenience or frustration that this may have caused you and your family.  Thor Motor Coach has not received any Pre-Authorizations submitted to us, since 10/07/2021.  There have been zero warranty claims submitted since 11/15/2021.  Please reach back out to your dealer, as *** did not deny any said claims.  Thank you

  Customer Answer

  Date: 09/21/2022

   I am rejecting this response because:
  
  I just received a voicemail from ******************************* the service manager from ******* ***** ************************************************. Ph # ************. In it he said they reached out to you and you told him it was out of warranty and it wouldnt be approved  thats why they didnt send the request in. He also said for me to call him back if i want to pay out of pocket. Please contact him directly and work this out with him. My RV has been there for over a month a month (again). I have a concert that i am goito in October that i need my RV for. This has been a horrible experience from the start. You all cant get parts and not i an out of pocket because of it???? Please have this resolved with them ASAP. 

  

  Business Response

  Date: 09/26/2022

  Our ******** Service Supervisor called and spoke with ****** the Service Advisor at ******* ***** given the contact info you provided in your response. ******* ***** indicated that they in fact did call our dealer techs, and did not submit due to being 14 months out of warranty. The decision to deny will stand as there has been no concerns noted within the past 10 months. 

   

  Customer Answer

  Date: 10/03/2022

   I am rejecting this response because:
  

  They are saying 10 months????? I have been awaiting an approval from ******* *****. I have had to do all of the work. I call them and they give me an excuse every time. From day 1 the driver's side step was messed up. They told me they they fixed it. 1st step it falls off. Then i take it back in. mind you they have had my RV more than i have. They tell me they need to order the whole bracket. I said "well i need to use my RV" they said i could take it and they would let me know when it is in. No word from them. I finally take it back on my own and they say "they need more pictures" thought the part was on order. Now they are saying its denied because its been 10 months. How do you think i feel as a consumer. I have been waiting 10 months for a reply. (i actually dont think it has been that long, i just think they have lied to me about filing a claim and are covering up for it). The drawer under the fridge has never been fixed. This has been horrible. And on top of it **** has ever called me to discuss. This is horrible. Please give me a direct E-mail address where i can send a formal email. My lawyer says i need to copy her in all further comments from you including the Attorney General claim i am about to file. From here on out i will be spending my time telling my story on ****** consumer.com, Goggle reviews, all social media as well as filing a new BBB complaint on ******* ***** themselves.

  
  

• Initial Complaint

  Date:08/30/2022

  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.

  I purchased a brand new Thor ACE ** approximately **** weeks ago from a dealership in ********* **. I used the ** for 2 weeks and brought it back to the dealer with a list of issues that needed repairs. The largest repair or replacement need was on the sofa recliner. It does not recline. The dealer has had my ** for over 6 weeks and they are saying **** will not approve the repair or replacement of the sofa recliner. I called Thor twice and they confirmed they have not approved the repair. They sold me the ** with a bumper to bumper warranty for 12 months plus I took out an additional 6 year extended warranty. After I used the RB for 2 weeks, I cant get it fixed. Terrible on Thors part. Please help

  

  Business Response

  Date: 03/28/2023

  Hello, 
  We would like to apologize for the delay in responding to your complaint, BBB did not have it under the correct account initially. We do show that these Pre Authorizations were approved and you were notified by ************************* on 9/8/2022. If you have any further questions or concerns regarding your coach please reach out to our customer service team at ************.