Complaints

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

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  Thor Motor Coach

  PO Box 1486 Elkhart, IN 46515-9552

  
• 

  Thor Motor Coach

  601 E Beardsley Ave Elkhart, IN 46514-3305

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/23/2022

  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.

  HORRIBLE EXPERIENCE!!!!Bought a brand new Thor Windsport, 34J! Was coaxed into buying it from Giant RV! **** was supposed to have some magical warranty and great customer service, anything but great was more like it!Left my entire family stranded, 3 times, once out of state. The one time out of state, our RV almost burn to the ground with my wife and 3 kids inside!!!! Oh, it only has 4K miles on a 2022! What a pathetic joke!Throughout the entire process of suing Thor under lemon law, **** decided to step up and purchase it back. This was after I was overpromised a new coach, on the house by ****!If **** thinks they are going to get away with this, not even a chance. **** is great, if you want poor customer service, lack of educated managers and senior leadership, and poor craftsmanship overall. This is just the beginning of what is in store for this company!

  

  Business Response

  Date: 08/23/2022

  August 23, 2022
  VIA BBB WEBSITE
  
  *********************************
  23649 **********
  ********,**  92562
  
  RE: BBB ID *******
  2022 Windsport 34J
  VIN: *****************
  
  **********************,
  This letter is in regards to your Consumer Complaint letter dated August 21st, 2022 and received in my office on August 22nd 2022.   
   First and foremost, we are sorry to hear of any inconveniences you may have experienced.  At Thor Motor Coach (TMC), we strive to have satisfied owners and will work to achieve that goal with all reasonable resources.
  
  In response to your Consumer Complaint inquiry, we again apologize for the issues that you have experienced.  We have reached out to **** as the transmission/fuel systems issues that you shared fall under ****s Limited Warranty.   It is also our understanding that **** has in fact agreed to repurchase your motorhome, thus making you whole.    
  Should you have any questions or concerns please let me know. I may be contacted at my email address *************** or via phone at *************.
  
  Regards,
  
  *******************************
  Consumer Affairs Liaison
  Thor Motor Coach

  Customer Answer

  Date: 08/23/2022

   I am rejecting this response because:
  
  **** had put our family in danger, in several occasions. **** also left our family stranded multiple times, with no restitution. We've missed out on a wedding and family funeral. Thor is the manufacturer, I was promised a replacement.

• Initial Complaint

  Date:08/15/2022

  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.

  My Thor Motorcoach Class B has to be on the shop multiple times for the same reason (electrical system.) **** is unable to find a resolution and giving me the runaround with parts with no forseeable resolution. I have owned the ** for a year and half of it is at the shop.

  

  Business Response

  Date: 08/18/2022

  ********************, 

   

  On of our representatives have attempted to reach out to you via email and phone, with no response. The dealer is picking up the tensioner from local ******** shop that has it in stock, and we have the belt on order from purchasing department requesting to expedite & ship 2nd day air to dealer.

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 07/15/2022 I purchased a 2022 Thor quantum class C, motor home. original price *******, serial number HCFL C *********, VIN *****************, Order # *******-34. We purchased from ************* ll *************************************************. We were told it would take week to prep the camper and check everything out. on 07/21/22 we did our walk through and found a lot of defects, things not working things not attached 1. ********** was not attached you could literally life it up and down, 2. Right and Left said turn signal cameras didnt work. Awning parts missing lots of wires exposed and Awning would not shut completely flush on one side. 3. Part to the propane gas oven missing, so couldn't use oven. 4. Exterior door on fridge side on outside of camper bulging out not flush, could fly off during driving. 5. Vent fans don't work 6. Cabin door extremely hard to pull open. This is unacceptable for **** to deliver a product like this for a customer.. We were told to bring it back next week to address these issues as they would have to order parts and confirm warranty coverage with Thor. I called **** on 2 occasions, emailed on 4 explaining these issues, All they would say, is were so sorry, so sorry. I asked them if ************* called for warranty info on my camper. I was told no they had not recevied any calls concerning my motor coach. I have spoke with *********************** who listed a case # ******-S6W5S1 TMC *******, this was email contact . I was told she would expedite what she could. Thats the last I heard from her no updates no phone calls nothing. I dropped the vehicle off the following tuesday 07/26/22 and it has been there every since. I called Wednesday and requested update. I was told they are going through the punch list and getting parts ordered will not be ready for another week or so. I called spoke to *********************** at Thor asked if any other places work on my motor home. He send me a list and I called and was told none of them work on a Thor Quantum.

  

  Business Response

  Date: 08/11/2022

  One of our **************** representatives spoke with **************, and noted the below. 

  "I told him to go to his selling service center and I would expedite what I could, meaning approvals, and anything allowed on our side. I see where he wrote to me and said he was taking it in, I was waiting for an update and now he has stated he has picked it up. Nothing is pending from the service center and no parts are on order.
  He also has an appointment with the chassis as well as was given other thor authorized service centers near him as an option but since he is in *****, he has to go back to the selling dealer."

  Customer Answer

  Date: 08/12/2022

   I am rejecting this response because:
  The dealer is telling me they have made the orders, but it takes 4- weeks, your telling me they have made no orders. Who am I to believe. I picked up the RV because I was told I could do so, since parts order from you take so long. I could get some use out of my ** instead of it sitting in the shop for another 4 weeks. Its already been there 2 weeks, some minor things fixed but major items all waiting on parts order. So if you wanna expedite the situation, how about YOU, called the dealer and ASK the questions, whats going on with MR ********************* **, he told us your ordering parts but we have no orders from you. In other words do your JOB! Instead you wanna argue with a customer, about this and that. MAKE CONTACT with your dealer figure out whats going on and get them to tell you what they need. Then get those parts to them quickly. In simple terms call them. Ask for ****, the service advisor on my **. Can I make it any clearer for you! If So call me you have my number! I dont wanna hear no more were sorry, we apologize, that should happen. I like solutions,NOT excuses.

  
  

  

  Business Response

  Date: 08/24/2022

  We reached out to the dealership and at this time they are going to get the parts order ready and send it over. What we were referring to before was the old part order as that was the only PA and part order showing.The new PA has been approved and **** from ************* said she will try to get the parts ordered.

  Customer Answer

  Date: 09/02/2022

  I did respond see your own messages and this complaint must be open until resolved, still waiting on repairs