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:07/26/2023

  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.

  Air conditioning unit in n 2021 travel Trailer 5th wheel. Stilll under warranty through Terry town in Grand Rapids. Terry town recommended a mobile company *************** so the camper could stay at location and not have to be towed to their service department. The mobile repair service came out did inspection and says air conditioning needs to be replaced. Sent paperwork and photo to Terry town as requested Terry town is not returning calls in a timely manner giving several excuses not to get camper repairs done even though still under warranty mobile Company has made two trips to address the issue but Terry town has continuously dropped the ball first estimate for repairs sent on 5/31 as to do no resolution to problem no plan or description on when it will be dealt with. Etc. please help In resolving this issue

  Business Response

  Date: 08/28/2023

  The warranty on this customers RV is provided by the manufacturer, not our dealership. We have to follow required manufacturer guidelines and processes to be reimbursed for warranty repairs. Because our dealership does not provide on-site mobile service, **************** RV Services is performing mobile service for the customers air conditioning unit.
  
  One of our service advisors initiated a warranty claim on June 9, 2023 after **************** had diagnosed the customers concern and provided us with required information. Upon receiving our request for authorization, the manufacturer responded that the air conditioner manufacturer needed additional pictures of the ** units service tag before the claim could be approved. We tried talking to everyone possible to bypass this requirement but were denied this exception to the warranty process.
  
  The customers were already not happy with the progress of repairs, and this delay put them over the edge. **************** returned to the customers campsite to obtain the requested photos. At this point, our assistant service manager got involved in correspondence with the customer to affirm that everything our service advisor was telling them was true and that the delays were not caused by our dealership. The customer was very unpleasant to deal with throughout this entire process, verbally abusing our staff. **************** reached the point where they were no longer interested in completing this repair unless the customers behavior toward their staff changed.
  
  The ** manufacturer finally authorized repairs and requested the customers shipping address for no-charge warranty replacement parts on July 27, 2023. We supplied ****************** business address so they could schedule an appointment to complete the work as soon as parts arrived. **************** agreed to complete the work as long as the customer is not rude to their technician on site- if he is they will leave without completing the work. Upon completion of the work and receipt of ****************** invoice, we will finalize the warranty claim and the customer's complaint will be resolved.

  Customer Answer

  Date: 08/28/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

   

  **************** completed the repairs despite Terrytowns negative response to the situation **************** never denied service and was often flustrated by the Terrytown staff.  Terry town continually made inappropriate statments about **************** to the customer.  The customer also offered ******************** town the option of taking over the repairs themselves since they expressed that **************** was the company holding up the process.  Customer offered for ******************** town to take over the project since they expressed such negative coments about *************** but Terry town did not return any phone calls or emails instead stood silent until a BB complaint was filed and to this day has never reached out to the customer.  Customer was aggreviated by the lack of customer service and negative comments made about the mobile service so customer initiated a three way call between Terry town and **************** so communication was clear as they were speaking negatively about the company when not confronted directly.   Terry town did not have an issue with customer while selling the trailer only began having issues with the customer when it was time for them to honor their commitments.  I am sure if I would have stood silent this repair would have never been made.  I still have a warranty on this trailer and hope Terrytown improves their customer service skills and can communicate with respect and honesty, they were very rude, disresectful, to a senior citizen who looked for them to honor their agreement.  
  
  
  Regards,
  
  ***********************

  Business Response

  Date: 08/29/2023

  Continued back-and-forth with he said/she said statements is neither productive nor helpful.  Because warranties on the products we sell come from the manufacturer, we have to follow processes to get claims approved. These processes take time, especially when coordination with an outside vendor or service provider is required. The customer's decision to file a complaint with the BBB had no bearing on the speed of the service provided. Everything necessary was in process already. To obtain manufacturer's warranty service, customers have the option to work with any authorized repair center. Service call charges for on site service are not covered by these warranties. Our dealership does not provide on site service. Customer has indicated that B ****** has completed the repairs, which was their stated desired resolution. For that reason, the complaint should be closed as Resolved.

• Initial Complaint

  Date:05/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 was sold a camper and scheduled to close on it 2 months ago. I had gave a down payment of ******************************************************************************************************************************************* ****. Now they have received an **** title but still havent been able to get it transferred into a Michigan title. Im patiently waiting because it is a good deal but I dont understand what is taking so long and how such a large mistake was made. It is now camping season and I dont have a camper.