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Business ProfileforFraserway RV LP
RV Dealers
The Complaints and Reviews shown on this HQ profile may have been submitted against either the HQ itself or one of the corporate-owned locations found under "Find Locations".
Current Alerts For This Business
Pattern of Complaint:
Pattern of Complaint:
As of April 2, 2024, BBB files indicate that this business has a pattern of complaints concerning the following issues:
Refund / Exchange Issues
Consumer complained that they were billed after cancelling their extended warranty.
Contract Issues
Consumer complained that they were billed after putting their contract on hold.
Consumer complained that the customer service agents are not helpful.
Service Issues
Consumer complained that the business didn’t complete service requirements.
Billing or Collection Issues
Consumers complained that they were being billed more than discussed.
Guarantee or Warranty Issues
Consumer complained that the business did not follow guarantee procedures.
Consumers complained that the business didn’t complete repairs as per warranty.
Repair Issues
Consumers complained that the business didn’t complete repairs.
Product Issues
Consumer complained that the business provided faulty products.
Consumers complained that the business didn’t complete repairs as per warranty.
We offered Fraserway RV LP the opportunity to address the above identified patterns and Fraserway RV LP implemented changes in their process to mitigate some common issues raised through consumer complaints. We have also noticed that a number of complaints has dramatically decreased:
Product Issues
Consumer complained that the business provided faulty products.
Consumers complained that the business didn’t complete repairs as per warranty.
Refund / Exchange Issues
Consumer complained that they were billed after cancelling their extended warranty.
Contract Issues
Consumer complained that they were billed after putting their contract on hold.
Consumer complained that the customer service agents are not helpful.
Service Issues
Consumer complained that the business didn’t complete service requirements.
Billing or Collection Issues
Consumers complained that they were being billed more than discussed.
However, the following pattern issues remain:
Guarantee and Warranty Issues
Consumers complained that the business did not provide repairs based on warranty.
Repair Issues
Consumers complained that repairs were not completed.
As of April 2, 2024, BBB files indicate that this business has a pattern of complaints concerning the following issues:
Refund / Exchange Issues
Consumer complained that they were billed after cancelling their extended warranty.
Contract Issues
Consumer complained that they were billed after putting their contract on hold.
Consumer complained that the customer service agents are not helpful.
Service Issues
Consumer complained that the business didn’t complete service requirements.
Billing or Collection Issues
Consumers complained that they were being billed more than discussed.
Guarantee or Warranty Issues
Consumer complained that the business did not follow guarantee procedures.
Consumers complained that the business didn’t complete repairs as per warranty.
Repair Issues
Consumers complained that the business didn’t complete repairs.
Product Issues
Consumer complained that the business provided faulty products.
Consumers complained that the business didn’t complete repairs as per warranty.
We offered Fraserway RV LP the opportunity to address the above identified patterns and Fraserway RV LP implemented changes in their process to mitigate some common issues raised through consumer complaints. We have also noticed that a number of complaints has dramatically decreased:
Product Issues
Consumer complained that the business provided faulty products.
Consumers complained that the business didn’t complete repairs as per warranty.
Refund / Exchange Issues
Consumer complained that they were billed after cancelling their extended warranty.
Contract Issues
Consumer complained that they were billed after putting their contract on hold.
Consumer complained that the customer service agents are not helpful.
Service Issues
Consumer complained that the business didn’t complete service requirements.
Billing or Collection Issues
Consumers complained that they were being billed more than discussed.
However, the following pattern issues remain:
Guarantee and Warranty Issues
Consumers complained that the business did not provide repairs based on warranty.
Repair Issues
Consumers complained that repairs were not completed.
At-a-glance
Business Details
This is a multi-location business.
- Headquarters
- 30440 S Fraser Way, Abbotsford, BC V2T 6L4
- BBB File Opened:
- 23/7/2007
- Years in Business:
- 55
- Business Started:
- 28/4/1969
- Licensing Information:
- This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
- Type of Entity:
- Partnership
- Alternate Business Name
- Fraserway RV GP Ltd
- Four Seasons R.V.
- Fraserway RV Rentals
- Business Management
- Vanessa Epp, Director
- James Epp, Director
- Alex Loosdrecht, COO
- Allison Blouin, National Customer Experience Manager
- Contact Information
Principal
- Vanessa Epp, Director
- James Epp, Director
Customer Contact
- Allison Blouin, National Customer Experience Manager
- Additional Contact Information
Fax Numbers
- (604) 755-3640Primary Fax
- (604) 527-2060Other Fax
Phone Numbers
- (604) 527-1102Other Phone
- (867) 668-3438Other Phone
Email Addresses
- Primary
Website Addresses
- (604) 755-3640
Customer Complaints
20 Customer Complaints
Need to file a complaint? BBB is here to help. We'll guide you through the process. How BBB Processes Complaints and Reviews
File a ComplaintMost Recent Customer Complaint
29/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
I purchased a 2022 Thor Ace 30.3 motorhome from Fraserway RV in ********, ** on 29 Nov 2023. The Kamloops Dealer committed to delivering the vehicle to Kamloops and performing a PDI prior to delivery. Upon the day of delivery, the Kamloops Dealer informed me of some items that were either broken, missing or in need of repair and indicated I would need to bring the vehicle back on another day for them to complete the required repairs. Further to this, on the day of delivery, I spent 4-5 hours at the Kamloops Dealer testing various systems of the *** Several additional defects were captured by me before leaving the Kamloops Dealer and all items were reported to them. The vehicle has since been in their possession on 3 separate occasions for repairs and the majority of items remain in a state of non-repair despite being covered by the warranty. The Kamloops Dealer has refused to provide me with any documentation of the identified issues reported, the corrective actions attempted, and they do not respond to my emails to honor the warranty items. The vehicle is now identified as having numerous manufacturing defects and improper storage issues and over 50 outstanding defects to be rectified. I have been forced by the lack of action of the Kamloops Dealer to reach out to the manufacturer of the ** in the *** for direct assistance. The only option I was provided was to bring the ** to a shop in ******* that is approved by the manufacturer. The list of items was provided to the shop in *******, and they are refusing to repair some of the issues that relate to major defects and insist this is the responsibility of the selling Dealer. I now have an ** that was defective prior to delivery, remains defective and the selling Dealer won't even have a conversation with me to perform the necessary repairs the warranty entitles me to. The selling Dealer is in Breach of Contract related to the warranty.
Read MoreCustomer Reviews
18 Customer Reviews
What do you think? Share your review.
Most Recent Customer Review
Christine O
1 star
14/06/2024
If I could score them in the negative I would. We took our trailer there last fall to be winterized. They broke a piece of the anode rod off of hot water tank in front of my husband and said they didn't. So he told them to fix it and winterize it. Then in spring we went in to get it de winterized and they informed us the hot water tank was broken. And we had a bill over $2700. So I called to talk to ********************* service manager, who would just not listen and arguing with me about who broke what so I asked to speak to his manager. He either hung up on me or the connection was lost. So I called back and asked receptionist to speak to manager, (****) who said he would look into it and get back to me. So next day **** texts me back saying that yes hot water tank is broken and send a screen shot of what our bill is going to be $2226. And that they were willing to pay half of that. Then my husband goes to pick our rv up and receives a bill for just over $1700 which was definitely not half of the $2226. So I tried to message the manager back who just tells me he's away and cannot help. So I tried to call district manager in ********** because I don't think it's right this company agrees to pay half then ****'s the price up $500. She was very rude and wouldn't listen and when I mentioned the BBB she said I was being threatening and ended our call. I dont understand how if they did thier job properly to begin with how my hot water tank is broken and if my husband told them to fix anode rod and if it wasn't winterized properly to begin with why did they not say that. And if they agreed to pay half of the $2226. Why are they not when all reality it's thier fault my hot water tank is broke and they should be fixing it for free. After all they said it was winterized even sent me a copy of my bill with winterized highlighted on it.
Fraserway RV LP Response
17/06/2024
Your unit was brought to Fraserway RV for our drive through winterization event. When the technician started the work, he noticed that your unit was already frozen, and the anode rod was frozen too with the end nut broken off. As the rod couldn't be removed, we took the unit inside to let it thaw. At no time did Fraserway break anything as your husband can attest. Unfortunately, the freezing had already further damaged your water heater which you told us had previously been repaired at another dealer. As the unit arrived frozen with a previously repaired water heater and a frozen anode rod, it would be impossible to say that Fraserway RV had caused the damage. You agreed with the General Manager that paying 50/50 was only fair. We have your agreement on record. Your call with both the Service Manager and *********** was aggressive, combative and included incorrect information. The work is complete and your unit is ready for collection. Thank you Fraserway RV
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