Complaints

This profile includes complaints for Terrytown Travel Center, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Terrytown Travel Center, Inc.

  7145 S Division Ave Grand Rapids, MI 49548-7131

• 

  Terrytown Travel Center, Inc.

  7303 Division Ave S Grand Rapids, MI 49548-7135

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:11/25/2023

  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.

  In February of 2023 we reached out to ****************** ************ Michigan to purchase a 2020 Jayco Pinnacle 5th wheel. We paid our down payment online and then were required to drive up 6 hours to the dealership to do our walk thru. Upon arriving at the dealership they were unable to locate the fifth wheel that they had sent us the vin # for to give to our insurance company to insure. After several hours and dealing back and forth with a different saleman because our just happened to have been sent somewhere else knowing we were coming. The dealership did at the time agree to put an insta hot tank in the unit, a maceator in it, camera all around the unit and the **** pads on. a month later they reached out letting us know that the vehicle was ready and that they had a delivery driver that would be bringing our unit. The delivery driver reached out to us when he left the dealership and then when he was an hour out. He arrived at our campground and immediately we realized that the unit had been wrecked and also did not have the door camera we were promised. No propane in the tanks yet we paid for the service of that. The macerator was not installed but a portable one, not the one again we were promised. The driver apologized and let us know that he was sorry and had reached out to his insurance, but not the cops. We called the state highway patrol for a report and sent the unit back. The lady from ***** Town *****, wanted us to accept the wrecked unit. The highway patrol told them we were not accepting it and to take it back. We waited on insurance and then finally the dealership to start working on the unit which we live in from the 1st of April till November. We ended up having to rent a unit to stay in until we finally got in back in July. When we went over it we continued to find issues that were from the wreck. Including being able to look out the front cap of the trailer on both sides and see light, the awning still has issues going in. cabinet doors that have door k*** marks from bring smashed from the wreck, the ceiling in the kitchen has wrinkles in the roof inside. We have reached out to the dealership multiple times about these issues. ********************* was cooperative in the brginning with the unit being fixed and then ******************* the owner got nasty with my son and told him they were not responsible to stop contacting them and to move on. We didnt pay ********** dollars to just let it go. We would like the dealership to take ownership of what happened and make it right finally and correctly.

  Business Response

  Date: 11/29/2023

  This customers complaint intertwines two completely separate sets of concerns: the first dealing with equipment differences or shortages on the fifth wheel they intended to purchase, and the second set with collision damage that occurred after the customers purchase of the fifth wheel, while it was being transported to the customers address. We worked diligently with the customer to find mutually acceptable solutions to these concerns as they arose and truly believe that all have been appropriately resolved.

  The manufacturer of this customers fifth wheel has a strict policy requiring the customer to sign their warranty registration form at the dealership.  This is not our companys policy,but we are bound to it as a dealer for this brand. The ** cannot be shipped outside our local market area unless this requirement is met.

  When the customer came to our dealership and saw the fifth wheel for the first time, they noted several missing options/features with their salesperson. We did not intentionally mislead the customer or hide the fifth wheel from them, or even force them to complete the sale. After discussion with the customer, we took responsibility for the missing equipment and agreed to install a tankless water heater at a substantial discount, as well as a portable macerator system, rear view camera, and **** pads at no charge to the customer. The customer accepted these terms and agreed to proceed with the purchase, completing all paperwork and taking ownership of the fifth wheel that day.

  Although delivery to the customers address was delayed while these items were ordered and installed, the cost of delivery had been part of the deal from the beginning. A third-party independent transportation company delivered the fifth wheel. Liability for any damage to the customers fifth wheel while in transit therefore did not fall on our dealership.

  Unfortunately, the fifth wheel was damaged in transit not far from the delivery destination when the driver attempted to pass under a low-clearance bridge. When the customer refused to accept delivery of the damaged fifth wheel,the transport driver returned it here of his own accord, not at the direction of our dealership. The customers refusal to accept the fifth wheel does not change the fact that it was already their property before the driver hooked up to it. Its not the Highway Patrols prerogative to force either the acceptance or return of the fifth wheel; they were there only to file an accident report.

  Repairs to the fifth wheel were paid for through the transport companys insurance policy. Claim approval, ordering of necessary parts, and the work itself did take several weeks, but everything happened within a reasonable time frame. We expedited the repairs as best we could to minimize inconvenience to the customer. All repairs were properly completed by qualified personnel, and one of our service advisors reviewed the work over the phone with the customer prior to the fifth wheels return to its owner. The customer accepted the fifth wheel upon delivery to its destination.

  The owner of the company made our position clear when he spoke with the customer by telephone using firm, direct language. His intent was not to be "nasty." We realize that the customer may want a different answer. However, our dealership made good-faith efforts to resolve the customers concerns regarding equipment differences, to which the customer agreed before completing the purchase. The transport company took responsibility for the transport damage and paid for those repairs through their insurance. While we can certainly agree that this is a regrettable and frustrating situation for the customer, our dealership responded appropriately and has no liability or further obligation to take ownership of what happened.

  Customer Answer

  Date: 12/04/2023

   
  Complaint: 20916089
  
  I am rejecting this response because:
  We had no problem going to the dealership to sign the warranty form. The issue we had as previously stated was the unit we were there to purchase was not able to be located on the lot. I actually have text messages from *** our salesman telling us he was sorry for all of this and the confusion, but he was at an RV show with the owner and he would do whatever he could to make this right. I also then had to call our insurance lady to confirm the *** # that we were originally given against the unit they claimed we were there to look at were not the same *** #.  I have written proof from the insurance company that the *** # were not the same.  As for signing the paperwork and taking ownership that day, we actually had the paperwork sent home with my son and i was to sign it, have it notarized and sent back to the dealership after we had discussed that everything would be added to this unit like we had originally wanted on the unit we first went to get.

  *********************** a third party transportation company was chosen by *************** to deliver the unit to us. When the unit was  wrecked **** reached out to ***** at the dealership and i again have confirmation of this and a text from **** that was between him and ******  ***** did advise **** to bring the unit back to the dealership and park it outside. **** notified us it was there the next morning and that he had purchased tarps, and placed them on the bed propped up by the pillows to hopefully keep it from getting ruined and/or creating more damage.

  When the repair work was done ****** reached out letting us know it was done.  Stated in an email that the unit would be delivered and inside the unit would be a paper to go over and sign with the repairs on it.  We were to look over it and the unit and sign and return it.  The paper was not in the unit nor did we ever get it.

  Our front cap on our unit we have pictures of from the day it was sitting on the dealership lot outside with the day light, you could not see outside or any light shining through at that time.  When the unit was returned the light was very visible, I have pictures showing proof of this as well and the molding (board) across the top doesnt fit up against the wall on either side like it did before the wreck.

  The owner or dealership never kept in touch with us during the repairs, we had to continually reach out to them to check on the progress.  We would be told one thing then a few days later be told something else.  We also have all email and text communications from all parties involved from the dealership and the driver.  Firm direct language from the owner, our emails state otherwise.

  I also recieved a call from the progressive insurance agent this evening that the driver had.  She has been trying to reach out to us but kept being given our wrong contact information.  They are sending out an insuance adjustor to go over unit to make sure that nothing that we are currently having issues with is not from work they paid to have repaired. 

  Just curious to know why everyone that was involved in our deal except the finance guy no longer work for the dealership.

  We are just wanting our unit properly fixed, like anyone would that spent that money.
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/08/2023

  In our initial response to the customers complaint, we did our best to provide an accurate and truthful account of what took place prior to the purchase. We also worked diligently with the customer to address each concern to their satisfaction before they completed the purchase of their fifth wheel.

  Damage from the accident was limited to the front air conditioning unit and a small surrounding area of roof structure. Inspection and repairs were completed properly and documented with email messages,technician notes, and photos. We are confident that the insurance adjuster will concur with our findings.

  The customers current concerns have absolutely nothing to do with the initial damage or the repairs made. We have already advised the customer that their new concerns can be best resolved by a local authorized service center and would presumably be covered by the manufacturers warranty.

  There is nothing more to say or do. None of us can go back and change what happened in the past. We believe the actions already taken by our dealership and the transportation company to resolve this unfortunate situation completely fulfill both parties obligations to this customer.

  Customer Answer

  Date: 12/16/2023

   
  Complaint: 20916089
  
  I am rejecting this response because:
  we understand that the dealership feels that they have done everything that they can to fix this situation, but again that isn't how we feel. The only thing we have asked for since the beginning is for everything to be fixed properly.  The accident was unfortunate from the beginning on all sides, however when and accident happens such as this other things can be ****** from the impact causing other things to happen.  This dealership requested a repairman to come out and look at the unit and we found a mobile repairman to do this.  He sent a report to ****** at ***** town again letting her know about the insulation missing in the front cap.  We are asking for that to be taken care of properly. I also informed the dealership from the beginning of this mess to fix a few other things that at the time they agreed were from the accident.  The bedroom door k*** being smashed into the closet door from being knocked lose during the wreck.  The dealership also states that we received paperwork from them about the things that they fixed we have NEVER received any paperwork.  We had to call several times to even get our financial paperwork. Again we are only asking for them the fix the things that have asked from the initial accident to be taken care of, things we were told by their own service people that they would fix.
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/19/2024

  As previously stated, the issues the customer is currently experiencing with their ** are not related to the accident that occurred during retail delivery to the customer by an independent contractor. However, the customer should be able to get an acceptable resolution via the manufacturer's warranty, which does not require the ** to be returned to Michigan for repair. As the warranty comes from the ** manufacturer and not our dealership, we maintain that the dealership and the transport company have fulfilled our obligations to to this customer.

• Initial Complaint

  Date:09/30/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 August 25, 2022 i purchased a new Dynamax Force 34KD from Terrytown ** Center. The dealership charged $3895.00 to prep the motorhome. On August 26, 2022 we travelled to ******, ** to a KOA Campground on a western trip. Upon hooking up the ** to water we discovered leaks in the unit. Leaks in the plumbing bay and leaks under the stove. We also were unable to work the electrical controls in the plumbing bay, the bathroom and did not know that we were missing electrical control switches in the bedroom. Also, we believe that the water pump was not properly working. On 8/28/22 we returned to Terrytown ** for service. In their own worlds Correction: Complete mess plumbed wrong had to replumb back system to get working also water pump would not work so installed new pump. Additional the unit was not properly winterized had to be replumbed to get working. Terrytown keept the ** for 2 days and on 8/30/22 sent ** to *********************** in ********** for electrical repairs.******* discovered many issues with the electrical & replaced & installed missing controls.Terrytown charged for prepping the unit but clearly did not do so.I sent Terrytown an email complaining and requesting a refund and they have not responded. I called them to discuss the ************* said no to the refund.We are seeking a refund of the prep fee because its obvious the unit was not prepped. They charged for a service that they did not provide. The prep fee is a total rip off because it was not done or done correctly.

  Business Response

  Date: 10/01/2022

  While our dealership understands this customer's frustration regarding the service issues he has experienced with his new motorhome, we vigorously reject the claim that the motorhome was not prepped prior to his taking delivery and therefore stand by our earlier decision not to refund the prep fee.

  The prep fee was clearly disclosed on the purchase agreement signed and accepted by the customer. This fee is charged to cover costs associated with bringing the unit to market, including transportation, the initial dealer inspection, cleaning, testing of appliances and systems, and customer orientation. All of these services were performed on this customer's coach prior to and during delivery; related expenses were legitimately incurred.
  Following an orientation from one of our delivery specialists,the customer signed paperwork accepting the motorhome and indicating his understanding that the purchase was made AS IS as to the dealership with no warranties beyond those provided by the manufacturer.

  Unfortunately, shortly after taking delivery of the unit, the customer did note a list of mechanical issues and reported them to us. We accommodated his coach in our service department as promptly as our schedule allowed and performed repairs under the factory warranty.The water leak mentioned by the customer was caused by the ice maker prep supply valve coming open due to its location close to a kitchen drawer. The leak did not surface during our prep because the valve did not open at that time,leaving our technician with no cause to remove the drawer and inspect inside an otherwise inaccessible area inside the cabinet. Plumbing was rerouted to prevent the valve from opening as a result of the drawer opening and closing.All of these repairs were covered under the manufacturers limited warranty.

  While we regret the inconvenience caused by having to return the motorhome for service, we maintain that our response to this situation was appropriate and reasonable and in keeping with longstanding common industry practice. Mechanical issues can and do arise in motorhomes even after a thorough dealer prep process; this is why the manufacturer offers the purchaser the protection of a limited warranty. We continue to stand ready to assist the customer with further warranty service needs should they arise.

  Customer Answer

  Date: 10/10/2022

   
  Complaint: 18150476
  
  I am rejecting this response because:
  

  During the delivery walk through the unit was not hooked up to water, which made it impossible to know if the water would work.  As per their service departments write  up which stated that the unit was not properly winterized and was a complete mess and had to be replumed to get it in service including the replacement of the water pump that was not working when we hooked up. This alone should have been detected in the prepping of the motorhome. 

  Not to even mention the missing electrical switches and the incorrect wired switches which we were completely unaware of.

  We understand and accept the manufacturers warranty, how ever, the items listed in our complaint cannot be accepted industry standards for which customers are charged and pay for but do not receive the benefit of an inspected and properly working unit. Our issues surfaced a day after purchased, when we hooked up the unit to water. They should have caught these problems in their pre delivery inspection/prep. This is unacceptable form a large delearship promising quality of service.

  Sincerely,
  
  ***********************

  Business Response

  Date: 10/13/2022

  At this point it looks like we'll have to agree to disagree as we stand by our previous response. "Complete mess" was an unfortunate word choice on the part of ************** but also sheds some light on our shared frustration when it comes to the troubleshooting and diagnosis of these issues. We understand that it is frustrating to work the bugs out of a new motorhome. We have done our best to address the customer's concerns via the manufacturer's warranty in a timely and efficient manner and will continue to do so on the customer's behalf.

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18150476
  
  I am rejecting this response because:

   

  It truly is unfortunate that they take no responsibility for their lack of properly prepping our new motorhome. They totally failed to prep it and it so indicates in their service depts report. I see no to choice but to go to court and have a judge or a jury decide this matter.
  
  Sincerely,
  
  ***********************