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Business Profile

RV Dealers

Coachlight RV Sales & Service
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/20/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 arrived at Coachlight rv on Aug 3, 2024 to have a problem with my air brake and suspension repaired. I had to leave there on Aug 14 for another appointment. When I left I paid a $1260. repair bill and my air system was still not fixed. On Sep 23 I attempted to manually release the air in my suspension to use my jacks to level the motor home only to discover that the manual air dump valve had been removed and replaced with a plug. Since I am in ******* I agreed that if Coachlight RV would just send my original valve to me I would re-install it. I have phoned them almost weekly and have gotten nothing but excuses and lies.. I would like my $1260 refunded to me and the promised air valve supplied.

    Business Response

    Date: 03/04/2025

    Thank you for allowing me to respond to this issue.  Mr. **** did arrive in our shop on August 3, 2024 for repairs to a leveling **** system that is interconnected with the air suspension system on his motorhome.  The leveling system that was on this motorhome was no longer serviced or built by the manufacturer of the system, *** located in ******, *****  In fact, they indicated that the system was obsolete.   As such we were only able to get minimal information and assistance in trying to diagnosis and repair the system on Mr. ****'s motorhome. We spent multiple days and hours attempting to troubleshoot and repair this system and in the end even though we had many more hours involved in this project, we only charged Mr. **** six hours of shop time for all the work we did.  Mr. **** was also in a hurry to leave and would not allow us to continue to research and troubleshoot his repairs.  Mr. ****'s statement that we did not ship the part that we agreed to is completely untrue as attached to this response is a copy of the invoice from the manufacturer of the motorhome indicating they shipped the part directly to him in ******* on November 15, 2024 and of course billed the cost of the part to the dealership for payment.  Coachlight did follow through and ship a part at no charge to Mr. **** as we agreed to do.  Since the system on this coach was no longer supported and obsolete, we also suggested that Mr. **** take the unit directly to the manufacturer in ******, **** for either additional troubleshooting or an upgrade.  Both options were dismissed.  As such, Coachlight tried to help Mr. **** as best we could, charged him considerably less that what was actually owed, and when requested, shipped an additional part to Mr. **** at no charge to attempt to satisfy him.  We believe we have been fair in our actions.  If Mr. **** would like to return the part that we shipped to him for no charge in new and uninstalled condition, I will be happy to refund him the $295.00 that he was charged for the original part.  Thank you for the opportunity to respond.  I believe our company has been fair and treated Mr. **** fairly for the work that was performed.

     

    Customer Answer

    Date: 03/17/2025

    I am not satisfied with Coachlights response to my complaint.  First they had my motor home for 11 days and only made my problem much worse than when I arrived.  The part they shipped me was not compatible with my system and consequently unusable.   I did pay them over $1200 and when I left Coachlight my motor home was worse than when I arrived.  At this point I feel I have no alternative but to accept Coachlights offer to have HWH return my system at least to the condition it was in when I arrived at Coachlight.  I will make the service appointment with HWH but I would ask Coachlight to arrange for the cost of the repair as I do not want to pay for the repair myself and then try to get my money back from Coachlight.

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