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:11/05/2023

  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.

  Made a deal at ******* RV show to trade in 2016 ********* trailer for 2023 ******** ****. Picked up vehicle Sept 29. Driving home found digital rear view mirror cutting off. At home checked tow hitch, no power. Called Fretz service dept and was scheduled for a "wait for it" Oct 24 @10am. Waited 5 hours to be told it was a ***** problem go to dodge. The owner claims they worked 5hours trying to repair, but...both the rearview mirror and the hitch are in the ***** owners manual. I knew it was a chassis problem before I dropped it off, I just wanted it documented. Put in a warranty claim with ***** and was informed there was an OPEN SAFETY RECALL. Checked with a multiple of ***** dealers in area and was told they "can't accomadate" my unit. Too big too heavy. ***** warranty manager gave me the name & number of 2 dealers who could fix. Both dealers are in West Virginia 5 hours away. Trying to find a workaround with *****, hoping the person I spoke with was wrong. After posting a few reviews, ***** Fretz called to get me to stop asked what he could do. I advised, "Give me a recall free unit." He said, "That's not how it works" and that he was unaware of the recall and didn't know when the mirror problem started. I asked him what could he do? He said he could give me the name of a few ***** dealers in his area. Big help, I declined his offer. In some states it is illegal to sell a vehicle with an open recall.

  Customer Answer

  Date: 12/12/2023

  Something, your letters my complaining and reviews or both, but they have responded and are attempting to resolve the problem.  Customer service should not be this hard. Thank you.

• Initial Complaint

  Date:09/14/2023

  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 a different dealer who is not local to me based on inventory availability alone. Fretz is the sole authorized warranty provider for this particular *** I the Eastern PA region. Fretz has refused to render warranty service on the RV I purchased since the first time I reached out. They even went so far to fabricate a story that I had threatened legal action to the *** as justification for not rendering service after they originally told me they wouldn't render warranty service for that *** because that *** hadn't paid their bills (which I investigated and found not to be true). I respectfully request that this service center render service on all warranty claims going forward, and not just warranty claims on products they sell. Customers who purchase a particular *** from a different dealer but live near Fretz are punished due to this policy.

  Customer Answer

  Date: 09/18/2023

  Hello, please cancel this complaint.

  
  

  *********************

• Initial Complaint

  Date:10/05/2022

  Type:Order 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.

  8-02-2022 I stopped in to look at a trailer advertised online for sale from Fretz RV. I was then told that unit was already sold, and the advertised trailers online are to get you in the door at the low price. So then Brian S******* showed us a few other trailers and some used trailers. We then decided on a new trailer little more expensive than the one advertised on the internet. Brian S******* was kind and a great salesman no complaints with anything written so far. I then signed some paperwork that is attached with this complaint to purchase the new trailer. I was ok 100% with Fretz RV to obtain a copy of my credit report and with the contract I signed. The thing I am not ok with was Fretz RV sending my information to 5 or so other banks. Each bank pulled a copy of my credit report and now I have 6 total inquiries on my credit report. I did not give anyone else permission to obtain a copy of my credit report and Fretz RV did not disclose that they were sending my information to 5 other banks to pull separate inquiries. In the attached contract from Fretz there is nothing disclosed to me that these other banks would receive and pull copies of my credit report. The only one listed in the contract is Fretz RV. Fretz RV may want to update the contract with an attorney to disclose the process better and list anyone they are sending personal credit information to. I reported every bank to the BBB and has defaulted back to Fretz RV being to problem. I have made several phone calls with no response to Fretz RV. After many unanswered emails to different departments to Fretz RV, Brian did email me back with a response he would see what he could do Sep 20, 2022, I sent another email to follow up and no response

  Business Response

  Date: 10/06/2022

  *** ****** attempted to purchase a vehicle.  He signed a buyers order and credit application allowing us to attempt to obtain credit approval from a lender  We first evaluate the clients credit to determine the best lenders to send the credit application to.  Fretz RV does not make determinations on loan approvals; banks do.  We proceeded to send *** ******'s credit application to a few lenders, which unfortunately denied the credit approval.  We do not "shotgun" the clients credit application to all lenders, but strategically send it to lenders that are best suited to the customers specific situation.  It is our job to secure the best rates and terms for our client.  The sales person that assisted *** ******* was **** ******.  Brian S******* is the business manager.  **** ******* passed away unexpectedly on 8/12/22 which is why he did not respond to *** ******'s emails.  I have included:

  1.  Signed credit application (highlighted "By signing this application I authorize you and any prospective lender to check my credit and employment)

  2. Signed buyers order

  3.  Denial responses from lender

  4.  copy drivers lic

  5.  credit card receipt

  6.  credit card refund receipt.

  Customer Answer

  Date: 10/14/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The contract as it reads does not specify who the lender or lenders will be you may want to review your contract. I did not authorize my credit information at the time to be sent to multiple lenders but only Fretz RV. Reread your contract the language reads you will let me know who the lenders are before release my information nothing in writing has notified me of such and if you like to take this to small claims court I am prepared to. You can simply remove all the inquiries or we can take this to the next level. 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  Date:08/30/2022

  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.

  Purchased 2019 ***** ******* **** Travel Trailer on 3/26/2019, took ownership of unit 4/2/2019. At that time I told them that the front privacy curtain clips were broken, they were to order new curtain. On 5/7/2020 I take unit in for Pa. State Insp. and 3 warranty issues. Note I had to drop unit off 2 weeks prior to repairs to be quarantined due to Covid. 1) awning lights get very bright and then they dim. 2) water leak drivers side fold down. leaking creates a puddle inside-leaks at top rear corner with unit completely level. (fold down converts to a bed). Fretz service says,found a gap in the d/s of the rear termination molding. Cleaned and sealed corner. Set up unit for spray test. If Fretz would have explained the termination molding to me I would have told them that is not where it is leaking. 3) spare tire mount welds breaking. Ask about privacy curtain, never ordered, now its been over a year since I purchased this unit. On 7/31/2020 take unit back in for 4 warranty issues. 1) replaced privacy curtains. 2) shore power cord charge light burnt out. 3) power tongue jack inop. 4) a/c vent broken. On 8/10/2020 take unit in for electrical issue, battery goes dead overnight. Was told By Fretz that the battery was low on water and they had to add 1 gallon of water. Being an auto mechanic for 45 yrs. I have never seen a battery take that much water. Told me battery was bad and needs replacement, that it was not maintained. now its only 1 yr old., Cost $185.24 for a battery. Still have electrical issues, fuses blowing. So this unit has been in for service 8wks. that's 2 months in 2020. I would not take it back there again. In 7/5/2022 noticed that the floor inside camper is soft below d/s fold down while out on vacation. With further investigating I find that the d/s fold down is still leaking and water running down wall and behind cabinet to floor. could not see water due to hidden by cabinet. Until it worked its way under cabinet. floor is rotted and wall damage.

  Business Response

  Date: 08/30/2022

  Attached are the following:
  1.  Orginal response to the same complaint with the Attorney General's office
  2.  Manfucaturer's owners manual clearly indicating the responsibilty of the owner to maintain seals. (see page 163 of the owner's manual).
  3.  A copy of the repair order from 2020
  We kindly ask that this be removed from our BBB profile.  This is clearly no fault of ours.  We have addressed the issues with **. ***** we have advocated on ** ****** behalf to the manufacturer, which was denied.  Please review the below email:
  Thank you ********
  
  On Aug 23, 2022, at 10:02 AM, ****************************** <*****************************************************; *********

  Good Morning ******
  
  This customer is too far out of warranty for consideration for repair.  It does state in the owners manual the customer is supposed to check seals and reseal as necessary every 6 months.    Customer was advised back in July that ***** has respectfully decline participating in repair.
  
  
  *****************************
  Warranty Authorizations
  **************
  Phone: ************ /Fax: ************ 
  ************************* 
  *** **********., Middlebury, IN *****
  
  From: ***** <*****************************************> 
  Sent: Monday, August 22, 2022 3:02 PM
  To: ****************************** <*****************************************************;
  Subject: FW: <EXTERNAL> **** VIN *****************
  
  Hi *********
  Please see the below request from one of our mutual customers.  Please advise as to how we should proceed. 
  Kindest regards,
  *****
  
  
  From: ************************** [mailto:***********************] 
  Sent: Monday, August 22, 2022 2:38 PM
  To: '*****'
  Cc: '*** ****'
  Subject: RE: <EXTERNAL> **** VIN *****************
  Good Afternoon Gentleman,
  
  Unfortunately I would not have any information on this since I handle motorized units. In this case you would want to reach out to our towable divisions to assist on this one.
  
  *************************
  Customer Service Specialist
  Phone: ************ / Fax: ************
  Email: *******************************
  *** **********., *********** ** *****
  ***** *************
  
  <***************************
  
  From: ***** <*****************************************> 
  Sent: Monday, August 22, 2022 12:48 PM
  To: ************************** <*************************************************;
  Cc: '*** ****' <******************>
  Subject: <EXTERNAL> **** VIN *****************
  
  Hi *****
  
  I have included an email attachment with pictures, as well as a copy of the work order we performed in 2020.  The customer has not been back to us (or contacted us) for service since August 2020.  The customer has recently identified that the tent door on the side is leaking.  It has damaged the floor.  The customer has requested warranty assistance with the repair, and had spoke with **** at *****.  The customer requested that I reach out to you on his behalf.  Please advise on how to proceed.
  Kindest regards,
  *****
  
  From: *** **** <******************>
  Sent: Sunday, August 21, 2022 2:49 PM
  To: ***** <*****************************************>; ********************* <***************************>
  Subject: Re: **** 
  
  ****** this is what I found after numerous hours of water testing. This is where the original leak was. I have pulled the cabinet apart and also the flooring so more damage would not be done.   
  Attached file is large therefore other pictures and info coming in separate email.
  *** ****
  ************
  
  From: *** **** <******************>
  Sent: Friday, July 29, 2022 10:48 AM
  To: ***** <*****************************************>
  Subject: Re: ****
  
  ****** I had a call from **** from ***** customer service. According to him since ********************** was already paid for that warranty repair on this issue, there is nothing they can do for me. It's up to Fretz to repair. Obvious repair was not done properly and this has led to a $28,000 camper with a rotted floor. I hope we can come to some kind of repair agreement. I am very displeased about situation. Feel free to call me and discuss this.
  
  Thank you, 
  *** ****
  ************
  
  From: ***** <*****************************************>
  Sent: Thursday, July 28, 2022 10:34 AM
  To: ******************<******************>
  Subject: ****
  
  Hi *******
  
  I'm sorry you are having an issue with your *****.  I reviewed your service records.  I see we sealed a termination strip around a bunk back in August of 2020.  We can request warrant assistance from ***** on your behalf, but your warranty expired 4/2/2021.  Since it has been so well over a year for your warranty expiration, I can't promise ***** will assist.  Also, I would recommend that you contact ******* customer service department.  In many cases customers have gotten more help than ***** will allow us. 
  Additionally, we could repair the trailer floor after the leak is repaired.
  
  Please let me know how we can help.
  
  Kindest regards,
  SteveTell us why here...