Complaints

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:01/30/2025

  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.

  Im requesting replacement of my Aventa air conditioning unit which sustained rodent damage while under warranty. Truma denied warranty claim stating rodent entered through a seal and not because of manufacturing deficiencies as detected by them from the pictures I provided. When I asked Truma to circle the rodent entry point on the pictures, I was sent back the pictures with circling around the damaged areas inside the unit. The circles did not highlight any seal breach providing rodent entry point. Truma did not respond to this discrepancy I pointed out and did not resubmit pictures with circling showing entry point as I requested demonstrating their assertions it was a seal and not manufacturing issue. Instead, ******* stated she was forwarding our emails to *****, Service manager who has not contacted me. I have since forwarded the emails to ***** myself and he has not contacted me. During a conversation with ******* of OEM Relations Coordinator, warranty, prior to the above mentioned email exchange it was brought to my attention that she has seen pictures of rodent damage to Aventa units and is aware of this issue. Im requesting for my Aventa air conditioning unit to be exchanged.

  Business Response

  Date: 01/31/2025

  Please see the attached operating instructions for the Truma Aventa.  Pages 32 and 33 contain the manufacturer's limited warranty.  Two areas are highlighted for your consideration.

  There two very specific reasons this is not a manufacturer warranty issue:

  1. Rodent infestation is not a defect in material or workmanship; and

  2. The limited warranty does not cover any defects attributable in whole or in part negligence or failure of the customer to follow instructions for the proper use, care and cleaning of the product.

  Regards,

  ******** D. *****

  Executive Vice President

  Truma *************

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

   

  Customer Answer

  Date: 02/04/2025

  I am rejecting this response because while it might seem impressive to receive a Truma reply from an employee with the title of Vice President, it's a feeble attempt by Truma to shed manufacturing responsibility for the ac unit's marginal assembly allowing rodent protrusion by focusing on non-relevant warranty paragraphs highlighted in Truma's response.  Nowhere in the Warranty is there the mention of Rodent damage prevention or Truma not covering Rodent damage in the inherent Warranty.  Truma's response is an attempt to try to advert focus from this claim to another false assertion (owners' failure).  First of all, I remind everyone this is a closed AC unit which sits on the roof of a RV and was still under a year warranty when it was brought to the dealership and found to have damage.  The pictures/ email printout attachments and pasted documentation show how Truma first tried saying it was not the Manufacturing but a seal the rodent entered through.  The Truma Warranty coordinator Ms. *********** replied to my email requesting her to point out the rodent entry in the sixteen pictures I sent her, and she returned four pictures circling damage and not the rodent entry as she was claiming.  When I further inquired on the damage (not rodent entry) she was circling, Ms. *********** didn't reply and later deferred my inquiry to "*****" a service manager who never contacted me.

  I wonder if this is a bigger Manufacturing issues and not an isolated event causing Truma to deflect any and all responsibility hoping to prevent the flood gates opening causing a massive recall or class action lawsuit.  I'm simply requesting to be made whole (Replace) considering this is a fully damaged AC unit while under full one year manufacturer warranty.

  Thank you for your consideration.

  View Attachments
  

• Initial Complaint

  Date:03/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Truma refuses to determine whether or not their Truma Combi is defective and should be repaired or replaced under warranty.

  Business Response

  Date: 03/26/2024

  We are currently investigating and following up on this complaint. According to our system, this customer has not requested warranty repair. The last communication shows that the customer has demanded to speak to our engineering team at ****** in ******* directly, as he believes our product should be redesigned and wants to provide his input to that. 

  Customer Answer

  Date: 03/26/2024

   I am rejecting this response because: this issue is not resolved. I've asked repeatedly for Truma to determine wheather or not their product is defective and if so to repair it under warranty. They have been evasive and haven't made that determination. Yes, I've asked, repeatedly, to speak to a Truma expert on this issue, but they haven't honored that request.
  
  
  

  Business Response

  Date: 04/03/2024

  After reviewing this complaint, the below information has been found:

  This customer reached out on the below dates stating an error on his Truma unit. Truma policy is that service and repair on these appliances must be completed by a Certified RV Service Technician. When the customer contacted **********************, he was advised to have it serviced and repaired. Costs would be covered under his warranty. The customer has yet to take it to be serviced. 

  Truma Case ****** - 12/23/23 - Customer states he has an error on his unit and is advised to take it to a ************************ under warranty for diagnostic and repair. 
                                      02/21/24 - Customer calls back under the same case and is still having the error, but has not taken it to be serviced. He is advised again to take it to be serviced under warranty.
  

  Truma is not withholding any repair or refusing to support the customer under the product warranty.

  Customer Answer

  Date: 04/03/2024

   I am rejecting this response because: I have 2 issues with the Truma: Issue 1 is error E6H; I contacted the dealer once back from our trip, got scheduled, visited and they are ordering parts, so that issue is being worked on. Issue 2, case #******, swing/differential/hysteresis is not resolved and Truma cannot or is not willing to tell me whether the unit is defective or not. So no, that's not resolved.
  
  
  

• Initial Complaint

  Date:02/29/2024

  Type:Product 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.

  I purchased a product from Truma Corporation on October 24, 2023. I was sent the wrong product. Truma said they would send the correct product and that I needed to send back the incorrect product. I was told that I woud receive a refund for shipping once Truma received the incorrect product. I received the correct product and on November 22, 2023, I sent back the incorrect product. On January 4, 2023, I contacted Truma and asked about my refund. I was told that Truma did receive the incorrect product and that I should have received the refund. On February 19, 2024, I called again asking why my refund hasn't been sent to me. I was told I needed to speak with someone named ******* and to leave him a voicemai and he would return my call within 24 hours. I have yet to receive a call back, nor have I received my refund,

  Business Response

  Date: 03/11/2024

  In response to to the customer's complaint:

  ********************** can confirm that this customer ordered a replacement part  in October 2023. What was delivered was not the correct part delivered. Truma confirmed that the correct part would be provided at no additional charges, and the shipping charges for the incorrect part would be refunded. This issue was in November 2023 and the correct part was delivered. The incorrect product was returned to Truma for evaluation on 11/28. The return part is required to be received and evaluated per company policy to ensure it is still functional prior to a refund being issued. The Refund was approved 12/16/2023. Truma's operations were shutdown from 12/15 to January 2024 due to an ERP system changeover. During this time, Truma was unable to process credits or parts shipments for any customers. Once the new system was live and open refund data was migrated, refunds began processing again. This customer did receive their owed refund in February 2024.

  Customer Answer

  Date: 03/11/2024

   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.