Complaints

This profile includes complaints for Colton RV, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Colton RV, LLC

  3122 Niagara Falls Blvd. North Tonawanda, NY 14120

  
• 

  Colton RV, LLC

  3443 Southwestern Blvd. Orchard Park, NY 14127

  

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:08/30/2023

  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.

  Colton tv has had our camper for over six months. They called me to send pictures of the camper for a warranty issue and I didn’t even have the camper. It was already on there lot for two months and they lost where it was. I shouldn’t be charged for the problems they have created and encountered on a new camper that where not even allowed to use once during summer of 2023 because they had it the entire six months from April until September.

  

  Business Response

  Date: 09/05/2023

  Unfortunately with attempting to receive warranty authorization and parts availability the ******** RV has been awaiting the completion of service longer than expected.  At this point, the requested repairs have been made to the RV and it is ready for pickup.  Colton RV has covered the expense of routine items (de-winterization and NYSI) as well as non-warrantable repairs as goodwill.  There is no outstanding bill at this time.

  Customer Answer

  Date: 09/13/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  This delay in Colton having our camper for 6 plus months is NOT just because of warranty delays. From April till June I believe Colton had our camper and then called me asking me to send photos of the awning for warranty coverage. I responded with I don’t have the camper it’s been at Colton for months. They responded with oh it shows that it has left our building. I asked them to please find it and continue the process. Also contributing to the delay was a lack of leadership and proper supervision. As the employee working on the case didn’t care and left the company. Also since being told that they would deliver along with zero charges it has been a week plus. We should be compensated for all the payments we have made on time monthly as long as for all the camping we missed out in the summer of 2023. We have been patient the entire time and have finally had enough with being neglected.  
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:07/25/2023

  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.

  We ordered an RV From Colton RV. Gave them a $10,000 deposit. Within 2 weeks we discovered a financial hardship and requested to cancel. Spoke to a Daniel D*****. He refused to cancel our order. But, said he would talk to higher ups. I’m emailed and call several time with no response. Learned he was let go from the company. I finally was able to talk to Kevin, VP of sales. He also refused to cancel the order. And, refused to refund our deposit. We have a major financial situation that has now been made worse by not having that money back.
  No one should be treated this way. The rudeness and unwillingness to even refund part of our deposit just isn’t right. There is no way the RV was already ordered and being built. The Brinkley salesman told us they only build one rv a month. They already had several other orders before ours.
  We need our money back even more now than when we first started the cancellation.

  

  Business Response

  Date: 07/29/2023

  Mr. ******* made an exciting appearance at our RV Show held at the ********* Casino, where he made the decision to purchase a 2024 ******** ***** * **** through a special factory order (Please find the attached paperwork for confirmation). Colton RV, with enthusiasm, promptly placed the order for Mr. ********* dream RV.
  On 4/15, Mr. ******* reached out to our General Sales Manager to discuss the possibility of delaying the delivery until September, a request we were more than willing to accommodate despite the RV already being in the construction phase. 
  Unfortunately, on 5/9, we received an unexpected call from Mr. *******, expressing his desire to cancel the deal. By this point, the RV had already been ordered and tailored to meet Mr. *******'s preferences, with all necessary paperwork signed and agreed upon. 
  Despite our sincere efforts, Mr. ******* has decided not to proceed with taking delivery, placing an unforeseen burden on Colton RV. The expenses incurred for floor plan interest, marketing, and servicing the RV intended for Mr. ******* are now challenges we must address. 

  Colton RV offered to delay delivery, re-work the deal with less down payment from the customer, and delay the first payment for 90 days. 
  

  Customer Answer

  Date: 08/05/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear  it appears Colton rv has some incorrect info. We ordered the rv on 4/1. We completed our deposit on 4/8. On 4/13 we received a very large and unexpected financial situation due to a prior business we sold, and our personal income tax.  On the same day I called Colton rv and spoke to Dan D*****. He informed me he would see what he could do for us. We waited a week and never h arc back. I emailed him several times with no response. I called and got no response.  I finally was able to speak with Kevin, who, after explaining our situation absolutely refused to cancel the order. I should also mention, when we ordered it, we let the salesman know we didn’t need it until Sept. he responded that would be ok, because they only build a couple a month.  After a few calls, I was told the order would not be cancelled as it was already being built.  my last conversation with Kevin, was no better than the rest. After again explaining our situation and adding a daughter now fighting breast cancer and my wife needing to quit her job, he still refused to refund any part of our deposit.  I think this order could have and should have been canceled at the original date we contacted them.  they now have $10,000 that my family could use in our current situation. 
  
  Regards, 
  
  ******* *******

• Initial Complaint

  Date:06/07/2023

  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.

  In summary: On Feb. 04, 2022 I took our new ********* Base Camp 20x into Colton RV for wiring of two additional batteries and a ******* Inverter. I was quoted $500-$600 for the job.
  When I went to pick up the trailer I was confronted with a bill of $1550.42, way outside of the estimate. No one called to advise the additonal cost. I strongly protested this charge but due to the fact that we had been seriously delayed in our departure and Colton RV would not release the trailer without payment in full, I payed, in protest. I was told they would investigate the overcharge and get back to me. They never did.
  Fast forward to Aug.22, 2022 when we returned the trailer for further warranty repairs. Colton RV was unable to effect the repairs. Realizing their inability to effect these repairs we made a factory appointment with the *********.
  While undergoing the repairs the technicians discovered the wiring work done by Colton RV had completely severed our GFI protection.
  The factory strongly advised that the wiring job, done by Colton RV did not comply with the RVIA code and presented a serious and possibly lethal defect.
  After consulting with the ********* Factory Service Manager and the technician, I authorized the immediate rewiring of the unit.
  As soon as the bad wiring job was discovered I reached out to Colton RV, called, sent them emails and documentation.
  I have attempted to contact Colton RV on many occasions since the 23rd of March to no avail.
  Repeated phone messages and emails to Lawrence N**** and Cassie V******** have produced no response.
  Colton RV's lack of response to this potentially life threating problem shows that they care very little about their customer's safety and well being.
  We are seeking the total refund of the $1550.42 initial charge and the $730.36 charge by the ********* factory service center to correct the problem and an additional $269.54 for additonal hotel costs for the repair.

  

  Business Response

  Date: 06/14/2023

  I apologize for the delay, Mr. ******** will be reimbursed as requested.  I have worked with our accounting team and have requested that the check for $2,550.32 be processed and sent in the mail ASAP.

  Customer Answer

  Date: 06/15/2023

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

  Customer Answer

  Date: 07/05/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The following was relayed to BBB from the consumer: I accepted the complaint as Resolved when they stated that a check for $2,550.32 was in the mail.  But that was around June 14th and here we are after July 4th and I still have not received the check.   
  
  Regards, 
  
  ******* ********

  

  Business Response

  Date: 07/10/2023

  I spoke to the customer on the phone last week and confirmed the address.  The payment has been sent out. 

  Customer Answer

  Date: 07/18/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The consumer relayed to BBB that the complaint is Resolved.  Thank you the company, they resolved everything and were responsive.  
  
  Regards, 
  
  ******* ********

• Initial Complaint

  Date:05/09/2023

  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.

  I purchased an rv from ColtonRV in Niagara, NY and went to pick it up at their location in Pennsylvania. When I got there the vehicle had only three of five lugs on the drivers rear tire. They told it was fine and to take it to dealership and have it fixed and they would pay for it. After driving it over 100 miles home I made an appointment at dealership to address the issue. Since then the communications between the dealership, Colton RV, and myself has been horrible. It’s going on one month now since the purchase and the rv has beenout of service for safety reasons the whole time. The dealership won’t release the rv for safety reasons and whenever they or myself try to call Colton RV they always say they’re busy or get no answer. I left multiple emails and they have ceased returning my messages. I don’t know if they have a grace period on there purchases, if so , I would like to return the rv back to them, if not, in the contract it mentions that I can not sell it within a certain period of time and would like the option to get rid of it. I have all the emails for reference.
  The personnel that I have dealt with at Colton RV are Dan D****** sales manager, and Abby I****. Look forward to hearing back from you.
  
  Respectfully,
  ******** *********

  

  Business Response

  Date: 05/19/2023

  Service Manager, Lawrence N***** has been in contact with Mr. ********* to update and form an action plan around repairing the RV.  Mr. ********* had taken his vehicle to ******* ***** ** ****** ******* ** ******** and there was some confusion regarding what the original manufacturer of the RV installs on the chassis.  We have worked with the RV manufacturer and ******* to determine the proper solution and parts have been ordered.  Our next follow up with Mr. ********* is 5/19 at 2:00 pm, we are looking forward to the arrival parts and to getting Mr. ********* back on the road as soon as possible

  Customer Answer

  Date: 05/19/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  Since the vehicle had been out of service since the purchase date, and I have lost money in this purchase I asked the dealership if they have a grace period on their sales, if not , I want the ability to sell it. During the signing a representative informed me that was unable to sell the RV within a certain period. I have asked in three different modes of communication (email, text, and verbal) and Colton RV has avoided responding. Verification is in the original documents presented of this complaint. At this point I have lost money in this purchase, and all I want to do is get it off my hands. The purchase date was 4/15/2023 and has been at the dealership since. All this over a wheel. 
  
  
  Regards, 
  
  ******** *********

  

  Business Response

  Date: 05/30/2023

  During the purchasing process Mr. ********* did sign the Statement of Understanding as referenced in his response about selling the vehicle.  In this instance we would allow MR. ********* to sell the vehicle without a penalty.  That being said, we are diligently following up with the repair facility to get the RV repaired ASAP.  We are reaching out again today (5/30/23) to see the status as we expected all parts to arrive prior to the holiday weekend

  Customer Answer

  Date: 05/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  To be sure that don’t incur any penalty from selling the RV, I would like it in writing and signed by the manager of Colton RV , and representative of ** ****, with whom Colton RV is partnered. 
  Regards, 
  
  ******** *********

• Initial Complaint

  Date:03/02/2023

  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.

  Colton RV has had my brand new motorhome since October 2022 for several repairs. We have made several attempts to get information out of them as to when it will be repaired and ready. we went to pick it up in December they said it was ready to go. We got there and the water was still running out of every where in the home. Here it is March 2023 and we still can't get an answer as to when it will be fixed. We make several phone calls a week to the service department with no return calls. We purchased this motorhome in July 2022 and have had nothing but issues. We have used it 3 times unsuccessfully - all 2 times they had to come and try and fix things and the 3 they came and took it and have had it since. We paid $237,987.45 for this motorhome so we could enjoy our retirement. Our contact their is ******** - he is supposed to be service manager

  

  Business Response

  Date: 03/19/2023

  The ******** dropped off their motorhome for repairs on October 14, 2022 and we began work on October 18th.  Unfortunately, repairs took long than expected due to lead time on parts ordered from the manufacturer in October, December, January and February.  In March all parts were received and installed and the ******** picked up upon completion.  At the time of pick up they went through an inspection with Assistant Service Manager, ***** ***********  If there are any issues in the future he will be their principal point of contact.  

• Initial Complaint

  Date:10/24/2022

  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.

  We took our 5th wheel camper to have issues after purchasing the unit to be fixed. We dropped it off at their Blasdell facility on Sept 26 2022. We had received a call from Kerensa approximately 2weeks ago that while servicing the unit a part on the refrigerator was damaged and they would need to order the part. We have tried numerous times to get an update on when they would have the camper ready and all we get is voice mails, leave our number without a pc back. All their Vm messages state that there will be “someone returning your call within 24 hours”. I need to get my camper back with the refrigerator fixed!!!’ My contact # is *************

  

  Business Response

  Date: 10/26/2022

  Ms. ******* picked up her RV from the repair facility on Tuesday 10/25.  The cosmetic part required to repair the fridge is on back order, we are working on sourcing alternate parts that could be received prior to the current February ETA.  We apologize for the lack of communication.