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:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought new RV. The control system repeatly fail's. I pulled it back to dealership for repair and they got it working. Brought it home and tried using it again and failing again. It is high dollar junk

  Business Response

  Date: 07/09/2024

  *** ******* purchased a new 2023 ***** ******** ****** *****
  wheel from Summit RV on April 10, 2024. On or about May 22, 2024, *** *******
  contacted Summit RV regarding the J********* system. At the time of his call, he
  was unable to turn on his AC’s using the system. Summit RVs shop foreman and a
  technician spoke with him on the phone for an extended amount of time after the
  service department had closed, in attempts to trouble shoot his issue and
  correct the problem. After attempting different fixes, the problem remained but
  the foreman was able to provide the manufacturer technical support phone number
  for *** ******* to call directly. That same evening, he was able to reach
  technical support and they were able to get his AC’s running. Our service team
  followed up with the ******** the next morning to make sure they had been taken
  care of, which they confirmed they had and the AC’s were working at that time.
  

  The customer brought their camper to the service department
  on June 13, 2024, with a J********* “use different Wifi” concern along with 3
  other warrantable items. All concerns were addressed and fixed the same day under
  warranty.
  

  *** ******* has scheduled an appointment for July 11, 2024,
  with a concern of the J********* system showing a “lost signal” message. This
  concern will be diagnosed and submitted to Jayco, the manufacturer, for
  approval to repair under warranty.
  

  *** ******* has a 2 year manufacturer warranty on the camper
  he purchased. All concerns to this point have been submitted, authorized and
  repaired under that Jayco warranty. We will continue to work with the customer
  and Jayco for any future warranty concerns.

  Customer Answer

  Date: 08/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have made this complaint be fore about summit rv. Ashland ky. It has not been resolved. Management does not care. It’s about control system on Jayco rv
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 08/06/2024

  *** ******* had a service appointment on July 11, 2024, to address a J********* "lost signal" concern. *** ******* did not bring his camper to Summit RV on that date to allow the service department to diagnose the concern. Our understanding is that *** ******* instead contacted Jayco, the manufacturer, and they were able to resolve the concern over the phone. 

  *** ******* contacted Summit RV service department on August 5, 2024, stating his J********* system was not working. One of our technicians spoke with him on the phone and walked him through the steps of how to run the update for the system. *** ******* called the service department later the same day to notify us that the J********* system was working after the update completed.

  At this time, we are not aware of any outstanding issues that need resolved. 

  As stated previously, *** ******* has a 2 year manufacturer warranty. We will continue to work with the customer and Jayco for any future warranty concerns.

• Initial Complaint

  Date:11/12/2023

  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.

  Purchased 2023 Grand Design travel trailer on June 16,2023 from Summit RV in Ashland, KY . Electrical system on camper has Not performed since purchase date. Travel trailer has been returned to Summit Rv 4 times to correct problem. After being told problem was corrected, we attempted to use travel trailer on camping trips and electrical system still not functioning. Therefore we had to make another trip to return camper to Summit. This process has been time consuming and costly. We have made an inordinate number of phone calls to both companies and have had to cancel trips as well as make several other trips back to Summit to resolve this ongoing issue. We opted not to trust this travel trailer after so many unsuccessful attempts at resolving problems between Summit and Grand Design.. We are a ping-pong ball and no one cares.

  Business Response

  Date: 11/15/2023

  See attached for response.

  Customer Answer

  Date: 11/22/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  After reading the response from Summit RV there are a few clarifications that need to be made. Summit did respond to all warranty claims that I had. However the attempts to resolve the electrical issues were not successful. They had the travel trailer three times and did not fix the problem. We took the travel trailer on trips twice only to find out we had no electric. While on these trips I contacted Summit RV and they tried talking me through fixing it myself. This is after they said they fixed it. There is no reason I should have to try and fix my New 2023 travel trailer myself. As for appointments and phone calls, I responded to every call or appointment. Their response time was no faster than mine. Both of us have other obligations. As for the response to Grand Design's email I was in-between phone calls with Summit RV and Grand Design. Playing phone tag with two different companies is very time consuming and aggravating. Bottom line is Summit RV has had three attempts at fixing the same issue and failed. Maybe we just got a bad product. I still want full refund of purchase price.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 11/28/2023

  As mentioned in the previous response, the manufacturer contacted *** ****** on October 30, 2023, via email in attempt to resolve his concern under warranty. *** ****** did not respond to this email or the manufacturer. On November 14, 2023, the manufacturer contacted the customer by phone to discuss the process he needed to follow in order to have his concerns addressed under warranty, at his location by a mobile service. Per Grand Design, *** ****** indicated to them he would contact the mobile service to arrange an appointment for service.

  Summit RV confirmed with Grand Design on November 28, 2023, they had not had any communication from *** ****** since the phone conversation on November 14, 2023. Due to the camper being under warranty and the manufacturer offering to cover the service call to address the concern, there is nothing more for Summit RV to do at this time. *** ****** needs to contact the mobile service as he indicated he would in order to determine the cause of what he believes to be an electrical issue. Without the camper being looked at by a service technician there is no way to determine what the next steps should be.

  Customer Answer

  Date: 12/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Summit RV sold me a travel trailer that was defective and up to now have had three attempts at fixing it and have not done so yet. As for this being a warranty issue that is ridiculous. Travel trailer was defective when purchased. As for the communication issues I have been trying to correspond with both Summit RV and Grand Design. Going back and forth takes time. Again nothing will satisfy me except full refund of purchase price. Summit RV sold me defective product. They owe me a full refund. They can then settle things with Grand Design. This will allow them to see exactly what I have been going through.
  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:09/06/2023

  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.

  I made several calls to Summit RV to have RV serviced.  They made the excuse my tires probably wouldn't make it.  My tires are in good shape.  Then they said they wouldn't be able to come and get.  i would have too it myself.  Calls weren't returned or any choices given. 

  Business Response

  Date: 09/12/2023

  In February 2015, *** ****** purchased a 2015 Grand Design
  Solitude 305RE from Summit RV, which was delivered to a permanent site. As a courtesy
  in past years, Summit RV’s service department was able to address service concerns at the customer’s site or pick up/deliver his camper for service
  needs. Service records show *** ******** camper was last serviced at Summit RV
  in 2019.
  
  Recently *** ****** contacted Summit RV with a roof concern.
  *** ****** requested a technician come to his site or Summit RV to pick up his
  camper for service. The service manager explained to *** ****** that OSHA
  requires appropriate fall protection be utilized when technicians are working
  on top of a roof which would not be available at his site, therefore we could
  not send a technician there to look at it. We also would not be able to pick up
  his camper as we had done in years past due to the age of the tires on his
  camper. The tires would be at least 8 years old and would be considered a potential
  safety hazard while towing, regardless of the condition they appear to be in. Summit
  RV could not take on that liability.  
  
  We would be more than happy to diagnose and repair *** ******** camper. However, these services are not provided free of charge and *** ****** will be responsible for bringing the camper to Summit RV and
  transporting it from Summit RV.

• Initial Complaint

  Date:05/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid Summitt Rv $197 for an estimate for damage to my camper and have not received anything other than the invoice from them. Told to expect two weeks and nearly six weeks later have nothing

  Business Response

  Date: 05/23/2023

  This was an oversight. A refund check in the amount of $197.05 has been issued and will mail to the address listed on 5/23/23.

  Customer Answer

  Date: 05/23/2023

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

• Initial Complaint

  Date:02/07/2023

  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.

  ****** ** told me they wanted $500 deposit which I paid. Then a few days later they asked for $2620 which I paid. When i questioned what the additional money was for I was told it was for tags and license. I looked over my paperwork but the amount listed on my paperwork does not show the same amount as I paid.

  Business Response

  Date: 02/10/2023

  This complaint has been reviewed. ****** ** does not have a customer in our database by this name. Some of the customer information listed does match another customer's info in our system. However, we do not have a customer ***** *********** nor have any documents showing that ***** *********** is connected to a customer purchase. For this reason, we cannot respond to the complaint filed.

  Business Response

  Date: 03/09/2023

  On 7/16/22, *** ******** made the decision to purchase a 2022 Dutchmen Colorado 29BHC travel trailer. When a customer decides to purchase, it is customary to request a deposit to hold the camper for the customer while financing or other payment options are arranged. *** ******** made a $500 credit card payment on 7/16/22 as a deposit to hold the camper while ****** ** explored financing options for her.

   

  The financial institution approved to finance the loan as follows, which is shown on the bank contract initialed by the customer:

  Selling price including tax:	33,558.37
  Doc Fee:	295.00
  Service Contract:	1680.00
  Total:	35,533.37
  Less 10% Customer Down Payment:	(3,120.00)
  Total Amount Approved to Finance:	32,413.37

   

  The financial institution agreed to finance $32,413.37 of the total purchase price including taxes, fees and service contract of $35,533.37. Meaning, to complete the purchase the customer would be responsible for paying the remaining balance, which is the required minimum 10% customer down payment of $3,120.00.

   

  NOTE: The required down payment of $3,120 (shown as “Cash as Agreed” on the sales agreement) is based on the selling price before tax and license fees of $31,195.87 (shown as “Sub-total” toward the top right side of the sales agreement).

   

  The required down payment of $3,120.00 was paid as follows:

  7/16/22	500.00	Credit Card
  7/26/22	2,620.00	Check
  Total	3,120.00

   

  The sales agreement, credit application and loan documents signed by the customer all show the required down payment of $3,120. The customer would have received copies of these signed documents from the business manager on the day of pickup.

   

  *** ******** previously contacted the dealership on at least 2 occasions regarding the payments of $500 and $2,620. The Director of Sales and Finance walked through the paperwork with her over the phone to clarify the payments she made were required by the financial institution to secure the loan and purchase the camper. The requirements are not set by ****** **, but by whatever financial institution financing is arranged.

• Initial Complaint

  Date:11/15/2022

  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.

  New Rv started leaking water below washer and dryer closet in December of 2020. I could feel the leak with hand and told dealership exactly where it was.Drop camper off in Feb. 21. July comes and I’m told it’s ready for pick up. Get there and washer is installed but not dryer and the floor in bedroom has waves/ripples in floor (this was not there prior to water leak). Told them I wanted floor looked at as I had concerns with the integrity of the floor and the dryer needs installed. I leave rv there and receive call in August of 21 that it’s ready. I get there and dryer is still not installed and waves in floor are still there. Spoke with numerous people (who all play dumb) and was told the floor is like that due to bad bracing. The floor has water damage caused from the water leak. If it was bad bracing the. Why wasn’t that fixed too? Also, dryer looks like it was installed by a kid. I decide to leave with camper and take it somewhere else. Before leaving I asked to order a door for bedroom closet. It gets shipped to wrong address, I’ve reached out to dealership about it and all I get is an apology and an email asking me to call and pay for it. I have yet to receive the door after 3 months. And last but not least, the leak still exist under the washer/dryer closet. I notified Jackie Porter via email and her response is “I’m sorry when is this leak happen ing” this is a $100,000+ camper and that’s the best they can do for customer service? I ended up removing closet floor and fixing the leak. I have pictures and videos of the leak that was never fixed.

  Business Response

  Date: 12/01/2022

  See attached document for response.