Complaints

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• Initial Complaint

  Date:02/25/2025

  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.

  Complaint: 22989651
  
  We are rejecting the response from Bill Thomas Camper Sales.
  
  Despite returning the ** for service after the first major flooding event and expressing our concerns in a formal letter and text on 8/14/24 (both attached), the issues were not resolved. The dealership then referred us to ************* where problems have continued for 10 months.
  
  Additionally, their own insurance provider, ********************** has denied coverage, stating the damages stem from manufacturer defects. This has been ignored by both the dealership and ************.
  
  We are still actively working toward a meaningful, non-financially burdensome resolution with ************ directly. However, this response from the dealership does not reflect the severity of the issues or offer a viable path forward.

  Attachments:
  3/27/25 email to *******
  8/14/24 text exchange with *******
  8/14/24 formal letter sent to *******
  
  Sincerely,
  Colan And ****** *** ********

  s May 2024 - Our first month of Ownership Improperly installed bedroom slide caused massive flooding during Florida rain.Significant water intrusions in the underbelly.Warped cabinetry.Ruined installation.June 2024 - Maintenance Appointment at Dealership Required lug nut inspection.Repaired improperly installed drainage cups.Repaired broken trim, missing rubber guards, and broken ************** bay locks repaired.Refrigerator and ice maker were reported to be working despite our claims that the ice maker didn&#**;t work and the fridge wasn&#**;t maintaining temperature and sounded very unhealthy.****** 2024 - ***** Safety Incident Improperly packed bearings caused a brake explosion, leading to a fire while driving on a California highway. Stranded for over 24 hours before securing a mobile mechanic.Mechanic stated we were seconds away from losing the wheels and ********* debris damaged neighboring tires, requiring five new tires.Welds failed on refrigerator bracing, slashing vinyl flooring and destroying food and glassware.Master bedroom sliding door hardware weld failed, leaving the door inoperable.September 2024 - Camping World (****, **) Repairs Denied by ************ Camping World kept the ** for nine days, but ************ withheld necessary approvals, preventing all repairs. Accordingly, none of these issues have been resolved. Most shades needed reprogramming and were not working.Master bedroom door not functioning, inoperable Entry door out of adjustment, will not open or close properly Striker plates rubbing on one *********** keyless entry lock, installed by dealer in June, no longer works due to door misalignment.Refrigerator and nonfunctioning icemaker are again deemed "good" despite continuous problems.Entry steps loose and missing screws.Various cabinet doors will not close due to missing ********** lift not functioning Awning switches are wired backwards Significant floor damage due to improperly secured recliners Sidewalls of cabinetry popped out due to swelling from previous flooding.Roof inspection uncovered bubbling of membrane, areas where the door is cracking and splitting. Tech requests "8.0 to scrape and reseal entire roof and all of its components, including: front and real caps, 3 maxx air vents, two solar panels with roof plate, and plumbing vents." This was not brought to our attention: we discovered it when a mobile technician came out two months later.Missing screws lead to 3 of 4 awning end caps to fly off during ************* tank valve passes fluid when the valve is fully closed.Refrigerator unable to be secured due to broken lock *************** light switch improperly wired (this was remedied).Miscellaneous broken and missing trim pieces.October 2024 - Additional Failures Refrigerator completely died, causing $1,500 in food loss. Mobile tech sent out to triage. Roof issues confirmed and shared (see above).Bedroom sliding door hardware ripped from wall during transit leaving door inoperable.Large trim piece detached from bedroom slide.December 2024 - Partial Repairs & Ongoing Issues Hinge broke on cabinet above refrigerator, still have no replacement, no way to secure *************** technician replaced tires (from ****** highway incident)Broken refrigerator brace replaced Bedroom door hardware fixed, functionality restored (we did bathroom sliding door fix ourselves as couldn&#**;t wait months)Entry door and screen door realigned.Shades recalibrated Significant floor damage, both vinyl and subfloor, due to mobile technician (sent by ************* securing refrigerator to floor improperly.1" tear at top of front awning.January 2025 - Another Fire Incident Refrigerator fire due to motherboard failure - extensive melted plastic and burned fuses.All food lost again with no reimbursement.Discovered water dripping from the underbelly after transit in rain, indicating ongoing water intrusion.Water nozzle on exterior hose unusable due to a broken metal pin.Ongoing Outstanding Issues Roof damage remains unaddressed Refrigerator replacement delayed indefinitely - we live full time in this unit Flooring damage from mobile technician Additional flooring damage from improperly secured recliners Cabinet repairs (bedroom since September, kitchen since December) remain unresolved.Waiting on reimbursement ($622) for tire installation, which took nearly four months to secure.Front awning requires replacement Underbelly requires full inspection Miscellaneous It took more than 4 weeks after the ****** bearing/brake/tire fire to get any response from ************ customer support, and that was only after emailing that we were no longer willing to ****** with our safety and pressing forward without their ************* took roughly 3 months to get reimbursed for our outstanding out of pocket expenses ($6,070.10, received and deposited 11/13/24)We have lost thousands of dollars through repeated refrigerator issues. We&#**;ve lost all freezer and refrigerator contents 5 times, including a wine club shipment of rare bottles that shattered. Three times due to failed bracing/locks, twice because unit itself stopped working. ************ takes no responsibility for these losses.I spent a lot on groceries, and spent collectively, days, cooking food to stock the freezer, as we&#**;re often staying in remote places. All of this is a complete lost.This ** is our full time home. We no longer feel safe living in it. We have now had two fires, one flood, and one water issue. Simple welds continue to fail. Our entry door is becoming problematic again and will only close with force.Revocation of Acceptance & Demand for Refund Pursuant to ******** Uniform Commercial Code (Mo. Rev. ***** Sec. 400.2-608), we hereby revoke our acceptance of this ** due to substantial nonconformities that render it unfit for use. We demand that ************ and/or Bill Thomas:Immediately repurchase the ** at full purchase price, including all fees, taxes, and costs associated with the purchase.Reimburse us for all out of pocket expenses we have incurred as a result of these defects, including towing, lodging and alternative transportation costs.Arrange for the return of the defective vehicle at no cost to us. Legal Basis For Revocation Under Missouri law, we have the right to revoke acceptance of goods that fail to conform to the contract and substantially impair their value:1. ************ (Mo. Rev. ***** Sec. 400.2-608) - Revocation of Acceptance The defects in our Rv substantially impair its value, making it unfit for its intended purpose. We have provided prompt notice and attempted to resolve these issues through warranty claims, but the defects persist.2. ********-**** Warranty Act (15 U.S.C. Sec. 2301 et seq.)************ is legally obligated to honor its warranty, and failure to do so constitutes breach of warranty.3. Missouri Merchandising Practices Act (Mo. Rev. ***** Sec. ******* et seq.)************&#**;s failure to provide an ** fit for its intended use an its refusal to remedy these defects violate Missouri consumer protection laws.Alternative Remedy - Warranty Repairs If ************ and/or Bill Thomas refuses to honor our revocation of acceptance, then as an alternative, we demand that ************:Repair or replace all defective components at no cost to us, including full remediation of all water damage and structural issues.Provide a loaner ** of equal or greater value, size, amenities to our current unit or reimburse lodging expenses at a nightly rate equal or greater than the average rental value of our ** ($300 per night, source **Share), should repairs take longer than one (1) day Cover all transportation costs if the vehicle must be taken to an authorized repair center. Deadline for Response If ************ and/or Bill Thomas fails to confirm revocation of acceptance within 15 days, we will take immediate legal action, including: Filing a lawsuit for breach of warranty, fraud and consumer protection violations under Missouri and federal law.Filing complaints with the Missouri Attorney General, the ************************ and the H333735363534353136**H.Seeking damages, including attorney fees, consequential damages, and punitive ************* Notice This letter serves as your final opportunity to resolve this matter amicably. If we do not receive a written response with a resolution plan within 15 days, we will proceed with all available legal remedies without further notice. You may contact us at ************** or *********************** to arrange for the refund and return process.

  

  Business Response

  Date: 03/27/2025

  We really hate to know about the trouble you've had with the camper.  And we really want to help resolve the service issues.  We are only able to work on your camper when it returns to our shop in ***********  I know it's inconvenient to travel from the west coast to ******** for repair.  And I'm glad to know ************ has worked to facilitate repairs as you've traveled.  My feeling is that we should be allowed to repair your camper before any discussion of legal remedy.  Please contact me directly if you'll return to our area and allow us to try to help.  Thank you.

  ******* ******, General Manager, ************, ************************************************************************************

  

  Business Response

  Date: 03/28/2025

  I'm sorry to know you have rejected my response.  I still stand by the position that we want to address the service issues here at our facility.  I disagree with your statement that "issues were not resolved" when you were here in June 2024.  I believe we did repair the items you brought to our attention.  That said your unit has certainly had subsequent service issues which you have well documented.

  I'm glad you are working with the manufacturer for resolution.  I believe that is the best course especially since you are no where near our facility.  In my view, my part in a viable path forward is to service your RV in our facility.  

  ******* ******, General Manager, ************, ************************************************************************************

  Customer Answer

  Date: 04/07/2025

  We respectfully request that Complaint ID ******** remain open.
  
  Although this case has been marked closed, the matter is not resolved. It has now been over ten months since this began, and we are still awaiting final resolution from the ** manufacturer, ***************. As reflected in our most recent communication with them (attached), we continue to negotiate in good faith toward a solution that ensures both safety and financial neutrality.
  
  The dealership, Bill Thomas Camper Sales, has been aware of this unresolved status and of our continued pursuit of a remedy with the manufacturer. We are not seeking duplicative resolutiononly fairness in light of the unresolved defects and significant expenses incurred.
  
  We respectfully ask the BBB to keep this case open while we continue to work toward a satisfactory outcome. We will keep you updated as further developments occur.
  
  Sincerely,
  Colan & ****** *** ********

  Customer Answer

  Date: 05/13/2025

  5/13/2025 KH: Called the consume, no response, left a message on vm with callback info.

  5/20/2025 KH: I have not received a call back from consumer, I will now send a mediation email.

  6/4/2025 KH: I have made another attempt to contact the consumers, but unsuccessful, I have left another with my contact and complaint info.

  6/18/2025 KH: Consumers have not responded to calls or email.