Complaints

• Initial Complaint

  23/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dec 2022 we purchased a brand new ** with premium warranty good for 7 years for $185,000.00 We had a tight timeline to get to our destination in another province due to a death in the family. There were many issues with the ** but we were assured they would all be resolved and we felt like that would happen on top of being told this as we purchased a 20k premium warranty. I believe the main issue was present at the time of purchase it was such a small leak it could not be seen and was settling under the floor. It got much worse when service did something to the slider. Said they repair it but all I could see was wires hanging out of place and a spot for mice to get in. I took it 2-3 times to get the slider fixed and they simply ignored it. I even emailed all of the issues at one point so there was an electronic copy. I gave up at that point after the slider was still not looked at. The issues has gotten worse and now the floor is rotten and full of mold. I attempt to contact Fraserway and cannot get a call back. I just want the slider to work properly, the leak to be fixed and now the floor will have to be replaced. I think working together if Fraserway helps we could resolve most of it using the warranty. If Fraserway isnt willing to help me and BBB cannot help them to help me I have to pursue legal action as the ** is going to be worthless soon. I have tried to contact general manager ***** ********* and he wont return my email or phone calls. Thanks in advance for your help.

  Business response

  23/12/2024

  Hi Mr. ********* our records show that we haven't heard from you since April of 2023 so we're very surprised to hear from you via the BBB.    Having not seen your unit for over a year, we would be happy to have you book in an appointment for us to investigate and provide estimates for the repairs.   If they are covered by your extended warranty, we will be happy to ensure that paperwork is submitted on your behalf.  Without seeing the unit, it is difficult to determine the cause of any issue or to understand what it needs to be rectified The Halifax dealership is currently closed for the holidays, but a request has been sent to ask them to give you a call to make an appointment when it's convenient for you.   Sincerely Fraserway RV

  Customer response

  30/12/2024

   
  Complaint: 22718083
  
  I am rejecting this response because:

  You should not be surprised. I reached out to ***** in April 2023 and then just before this Christmas. I thought I would try one more time to talk before filing this complaint. I couldnt get a reply. 

  After taking the ** to Fraserway service on multiple occasions to get the Slider issues resolved I do not accept this case being closed until the issue is actually corrected along with the damaged it has caused. Yes April 2023 was the last time I was there. As there is 1.5 hour drive for us to get to Fraserway we would bring the ** in on a yearly basis with any issues. It then sits with minimal to no use. As the warranty is 7 years I cant understand why that would be a problem. I have in email the issues listed and the slider was not corrected. ****** the service manager wasnt in anyway supporting us as customers. I asked to speak with ***** as our issues were not being resolved and was not contacted. Eventually we had to say this isnt working and try something else. This issue existed when we purchased the ** brand new from Fraserway and wasnt being fixed. I tried to have it fixed closer to my home and like I mentioned I could not get support from other dealerships. I tried to figure the issue out myself and havent been able to. A couple times I thought it was resolved but really Fraserway Service should have sorted that out. I am NOT an ** technician. I have never experienced such terrible service on such a large purchase when getting the best warranty. We need the issues fixed and I want service to go the extra mile to make it right with little to no cost to us which is what should have happened back in April 2023. 

  
  Sincerely,
  
  *** ********

  Business response

  31/12/2024

  ************** as previously explained, the dealership is currently closed for the holidays and ***** has been requested to contact you upon opening.   Please know that your Extended Warranty can be used at any RV dealership that is authorized for your unit type. If the distance is too far to travel to Fraserway,  please feel comfortable making an appointment at another dealership that is closer to you. (The Extended Warranty is not an exclusive product to Fraserway RV.) As we haven't seen the unit for almost 2 years now, we cannot commit to the resolution you request until we have seen the unit.   Please expect a call from *****.   Sincerely Fraserway RV

• Initial Complaint

  21/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a 2023 Keystone Outback that was supposed to be new. The trailer had been sitting on the lot for better part of a year. Upon pickup none of the services were completed: resealing, cleaning of inside/out, ensuring all appliances and outside apparatus were working. Upon arrival at my campsite I discovered that the fridge did not work and both grey (sink water) and black (sewer) water tanks were full. Both tanks emptied onto the campsite due to seized release valves. I returned the camper on August 16th and was ensured that it would be serviced on a priority basis. I attempted to contact the Service Manager and Manager on several occasions and did not receive a response. On September 11th my husband and I went to the dealer to meet with the manager in person. After a long discussion we were told that there was a good chance that it had likely been used by a homeless(s) person. He suggested that we look at three equivalent trailers on the lot and that he would do a trade. We picked out the trailer that we were willing to trade for. I asked again for updates and received no response. I contacted him on September 25th and informed him that I needed the new camper for October 1st as my sister and husband were arriving on vacation and that they had planned on using it. On September 27th he called and told me that I would need to pay an additional $12,969.87. I told him that I just wanted my money back. I contacted him three more times and received no response. Followed up again on October 9th. He replied that he was being pulled in different directions due to people being out. We went to the to empty the camper. Upon arrival I went to get the keys, the manager happened to be inside. When I asked where they were with the refund, he responded that it was being worked on. I contacted him twice more and have had no response.

  Business response

  05/11/2024

  HI ********,
  
  Thank you for your patience as we investigated options for you.  We do understand that your request is to return your unit for a full refund.  However, RVs are not returnable or refundable items.  They come with a full one-year manufacturers warranty to ensure there is coverage for any adjustments or repairs and we remain committed to helping you.
  
  Here are the options for your consideration.
  
  1As the unit is the floor plan and price that you wanted, we do sincerely apologize that the tanks were not inspected prior to use.  We will clean and sterilize the holding tanks, detail the inside and outside of the unit and provide a complimentary winterization.  If needed, we can also provide winter storage for you.  As compensation for the inconvenience, we would also like to offer $5,000 on your Fraserway Loyalty card for any future needs you would have in Service or Parts.  Or
  
  2You had expressed interest in trading into the 2025 East-to-******************  As a unit that is two years newer, we are not able to offer a straight trade, but we will offer a total discount of $12,801 bringing the price of the unit down to $46,999.  The trade value of your unit would be $41,145.85 which would make your final balance for the 2 year newer unit $7,219.87.  We would also offer Paint & Fabric protection as not cost and amend your Coach-Net policy to apply to the new unit.   We would also work with our partner First Canadian to move your Extended Warranty to the new unit.    
  
  ***** would be happy to walk you through the trade-in details with you if needed but we hope that these two options demonstrate that we are anxious to not only look after you but to ensure you have an RV that suits your needed.
  
  We look forward to hearing from you.    ****

  Customer response

  18/11/2024

  Hi, I already filed the complaint and received a response from the business. This is my response to them. We agreed to terms, but I havent heard anything back from them., despite following up . I tried to respond to that online, but couldnt find out where to do it.

  Business response

  19/11/2024

  Hi ******** - as we discussed, our General Manager will be calling you today regarding moving you into a new unit.  He had thought that you were going to drop by the dealership so we apologize for the misunderstanding but are anxious to take care of this for you.   I do appreciate our texts back and forth to keep each other informed!  Sincerely **** ******

  Customer response

  27/11/2024

   
  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.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  15/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  - I purchased a 2023 East to ********** 380FL Fifth Wheel RV from Fraserway RV on April 8, 2024, for $140,000. - the issues began imm. upon delivery of the unit, and to date consist of (these are just some of the NUMEROUS defects) - missing welds, - structural problems, - persistent significant leaks (fills a 5 gallon pale multiple times PER DAY, there is missing caulking around joints leaving open gaps for water to get in) - first time it rained it soaked the bed, waking us up wet and cold - intermittent exploding boiler - broken awning - unsafe stairs from wildly varying riser heights (resulting in multiple falls to date for my wife) - I've diligently documented and communicated ALL defects to Fraserway RV, consistently following up, week by week, since we took possession of the unit.- Despite promises that someone would come to repair the unit, it is now October, and not one meaningful repair has been made.- a repairman came last week, but just took photos and left - leaks have resulted in extensive mold throughout the *** including the bedroom around the bed-- My wife and I have been forced to run dehumidifiers, but they have done little to resolve the issue. - I've written multiple letters to ***** ***, **************** and ******* ****** National Mgr. Customer Exp. citing consumer rights, pleading with them to make this right-- Epp doesn't respond at all, despite his personal guarantee on their site - exec team continues to promise they'll fix the issues, while also advising we go through the manufacturers warranty, despite the defects beginning on Day 1.- Fraserway RV's website advertises this Fifth Wheel as a luxury product, but its proven to be anything but. - We're senior citizens, this was our nestegg, we've demanded replacement with a Park Model RV or a full refund. - Fraserway RV has refused both options, continues to avoid responsibility for selling a unit that is clearly not of merchantable quality. Please help

  Business response

  17/10/2024

  Mr. ********,  

  My name is ****, and I work on behalf of Mr. *** when customers reach out to him for assistance. 
  
  I have responded to the two letters that were sent on your behalf by Mr. **** ***** and have copied you on my replies.  I hope that in reading them you understand that we are here to make things right.
  
  This week we received your complaint via the Better Business Bureau which took us by surprise as our technician had just visited you on site for the second time.   I asked our Service Manager, Mr. ***** *****,to give you a call to ensure you understood where we were in the process of repairing your concerns.  I hope ***** was reassuring and that you feel comfortable with the support that we want to provide.
  
  During your conversation with *****, which he shared was very pleasant, he asked about the complaint, and you shared you went this route as you were not hearing back from the ******* location.   In reading the actual complaint however, this isnt mentioned.   I wondered if perhaps the complaint had been entered by someone else on your behalf?  

  We feel that this is not a fair representation of what we have done to date to help you and misrepresents the situation.  It also calls into question the willingness of Fraserway to help which is far from the case:
  
  We are more than ready to assist you but as ***** explained, Fraserway doesnt offer mobile service and there are some repairs that will need the unit to be brought into the      Dealership.  Nevertheless, we have sent out our technician twice to fully understand what the issues are.  On the first visit, the technician spent a full day with you and has placed orders for the needed parts to complete repairs. 

  Mr. *** requested that I respond on his behalf to Mr. ***** letters, so it is incorrect to say that he hasnt responded

  The manufacturers warranty is absolutely the correct process to follow, and this is standard practice across the industry

  The water in your unit is most likely condensation since you are living in the **.   The regular cooking, showering and general living in the ** generate condensation that the ** isnt built to handle.  Its necessary to use de-humidifiers and to ensure vents and windows are left open to allow for air circulation when cooking/showering etc.  **s are not designed for full time living.  They are different from a modular home

  The boiler issues sounds as if it has not been used correctly our service advisor ***** has explained that both tanks must be left open to allow for the proper flow of propane.   We have had other customers share this experience with us and it has typically been caused by one tank being left closed in error

  We do agree that there are some repairs to be done which is why we have visited you, diagnosed the issues and order the needed parts
  
  We hope you will consider removing the complaint as it doesnt match with how the conversation went yesterday when ***** explained everything that we are doing to help.
  We are fully committed to making you happy in your unit and thank you for allowing us the chance to make it right.
  
  I am in constant touch with ***** to follow the progress being made but I am also here for you at any time.   Thank you for considering removing the complaint.

  Customer response

  27/11/2024

  Letter as follows:
  
  Subject: Response to Fraserway RV Letter BBB Complaint ID ********
  
  Dear ****** *******,
  
  Thank you for the opportunity to respond to Fraserway RVs latest letter regarding my complaint. I must clarify that their response fails to address the core issue: the 2023 East to West Ahara 380FL Fifth Wheel ** was defective from the moment it was delivered, and it is not of merchantable quality as required under the Sale of Goods Act.
  
  I would like to address several points raised in their letter:
  
  1. Technician Visits and Repairs
  While Fraserway mentions sending technicians twice, these visits have not resulted in any meaningful repairs (there were some minor repairs done-- as a means of avoiding their onus to replace the unit with one that is not defective) The issues with the ** persist, including severe leaks that have led to extensive mold growth throughout the unit, which poses a serious health risk to *** and his wife.
  
  
  2. Manufacturers Warranty
  Fraserway insists that the manufacturers warranty is the appropriate avenue for resolution. However, this ignores the fact that the ** was defective upon delivery, rendering it unfit for purpose and in violation of the Sale of Goods Act. A manufacturers warranty does not absolve Fraserway of their legal obligation to provide a product of merchantable quality.
  
  
  3. Condensation Claims
  Fraserways assertion that the severe water intrusion in the ** is due to condensation is both dismissive and factually incorrect. The water ingress is far beyond what can be attributed to condensation from cooking or showering. We are filling multiple five-gallon buckets daily with water from leaks, and the mold growth confirms a structural failure, not condensation.
  
  
  4. Boiler Issues
  The claim that the boiler malfunction is due to user error is unfounded. The boiler has consistently failed to ignite properly, and I have followed all instructions provided by Fraserway staff. Suggesting that this is a customer error is an attempt to shift blame rather than address the problem.
  
  
  5. ** Design for Full-Time Living
  Fraserway REPEATEDLY STATES
  that **s are NOT DESIGNED FOR FULL-TIME LIVING. This CONTRADICTS THEIR OWN WEBSITE, which ADVERTISES fifth wheels as suitable for extended or full-time living. Regardless, the defects in this ** were present from the moment it was delivered and have nothing to do with how the ** is used.
  
  
  My Request for Resolution
  
  This ** has been plagued with severe defects, including:
  
  Missing welds and structural failures
  
  Persistent leaks resulting in mold growth
  
  Unsafe stairs
  
  A malfunctioning boiler
  
  Numerous other issues that were reported immediately upon delivery
  
  
  These defects make the unit unfit for its intended purpose and pose serious health risks to the Grainger's-- retired, senior citizens. While Fraserway has offered piecemeal repairs, these have all been done to deflect from taking responsibility for the real problem. The Grainger's have been requesting a full refund or a replacement unit that meets the required standards of merchantable quality for MONTHS and all they've been getting from Fraserway are deflections, and excuses that make no sense.

  Business response

  04/12/2024

  Mr. ***************** do appreciate your support of the Graingers, however, as your letter doesnt align with the conversations that we have had with ************************ we ask that you allow us to work with them directly.  Please know that we are diligently addressing all their concerns and sharing our support, experience and expertise as needed.
  
  We dont actually provide mobile service but realizing that the Graingers are new to the ** lifestyle,we have visited their site several times, including our Service Manager. We explained to the Graingers that all **s will require adjustments and repairs. As **s are built by hand using hundreds of different parts and components,manufacturers support their build with a one-year warranty.  
  The warranties work in a similar fashion to an insurance claim:    the manufacturer requests evidence of the defect, they then pre-authorize (or sometimes deny)the repair, we then order the necessary parts if not stocked, complete the repair and submit the claim for finalization.   This process does take some time.
  
  During our most recent visit, neither the Technician nor the Service Manager were able to identify any areas where water was getting into the unit.   This does not mean that there is no leak, just that it cannot be identified on site.  We have discussed with the Graingers that the unit will have to come in for a full inspection and that we will host them in a hotel while the possible leak is investigated.   What we did notice was the type of condensation that does occur when two people and a pet live full time in an **.  We recommended adding at least one more de-humidifier to the living area.  Each person can actually expire up to a liter of water over night which means that the smaller footprint of living space will notice condensation far more readily than a house.
  
  We will of course investigate the furnace when the unit is in our shop but again, the description of the sporadic issue that the Graingers have shared sounds exactly like what happens if the tanks are not used correctly allowing air to get in the line.  If there is a furnace issue, we will of course address it through the warranty.
  
  The Graingers are happy to stay in their unit until early next year so that we have the ability to ensure all necessary parts for the identified issues are in stock to minimize their displacement.  We have advised that well shortly get back to them with a plan and they were very appreciative of this and of our repeated visits.
  
  We will work directly with Graingers to ensure they are happy.  
  
  Sincerely Fraserway RV

  Customer response

  17/12/2024

   Dear ****** *******,
  
  Thank you for forwarding Fraserway RVs response to my complaint. Unfortunately, their letter does not address the core issue: the 2023 East to ********** 380FL Fifth Wheel ** was delivered in a defective condition and is not of merchantable quality, as required under the Sale of Goods Act.
  
  I would like to address several inaccuracies and omissions in their response:
  
  
  I would like to address several inaccuracies and omissions in their response:
  
  Deflection of Responsibility
  Fraserway RV continues to suggest that the severe water issues in my unit are due to condensation from full-time living. This is factually incorrect. The water ingress I am experiencing is due to leaks and structural failures, as evidenced by the mold that has developed throughout the unit, including the bedroom. Their **********s have not conducted meaningful repairs, only inspections, and the problem remains unresolved.
  
  Delays in Repairs
  Fraserway proposes delaying repairs until next year to minimize displacement, claiming I am "happy" with this arrangement. This is inaccurate. I have consistently communicated that these issues require immediate resolution, not further delays, as the ** remains unsafe and unfit for its intended purpose.
  
  Furnace and Boiler Issues
  Attributing the furnace issue to user error is both dismissive and unfounded. I have followed all instructions provided by Fraserway staff, and the malfunction is not due to improper propane tank usage. This is yet another attempt to shift blame rather than take responsibility for a defective product.
  
  Manufacturers Warranty
  While Fraserway insists that the manufacturers warranty is the appropriate avenue for resolution, this does not absolve them of their responsibility to provide a product of merchantable quality. The defects in this ** were present upon delivery and fall under Fraserways legal obligations as the seller.
  
  
  BULLET POINTS TO INCLUDE 
  - service ********** said the emergency exit door is warped
  - 2nd ********** said these are the worst issues they have ever seen with an **
  - Undercarriage is missing welds and the metal has rusted, there is extensive mold everywhere in -- 
  - outdoor shower spray handle was recently used for the first time, and the handle broke 
  - the pilot light on the furnace constantly goes out, to the point where they are having to utilize electric heating around the clock
  - the unit cannot be moved/picked up because the awning will not retract (one of the first few
  - allergic to mould, mildew, pollen, etc. takes antihistamines
  - both suffer from asthma, and asthma related symptoms which have been severely exacerbated as a result of  extensive mould
  - 
  
  My Request for Resolution
  Fraserway RVs response fails to address the severity of these issues and the impact they have had on my wife and me. We cannot continue living in an ** plagued by leaks, mold, and other defects. I am therefore reiterating my request for a full refund or a replacement unit that meets the required standards of merchantable quality.
  
  I remain open to working toward a resolution but will not accept a response that delays or denies Fraserway RVs responsibility in this matter.

  Business response

  17/12/2024

  Fraserway RV operates with integrity and all our units are inspected and sold as per the requirements of the *** and the Sale of Goods Act.   RVs are known to have the need for post-sale maintenance since they are built by hand and not by robots on an assembly line.   The issues that Mr. ******* has shared with us are the types of concerns that we see in many RVs.  We would never sell a unit that was outside of the requirements of the law.
  
  Deflection of Responsibility
  There is no deflection of responsibility.   As we have explained to Mr. ******* on several occasions, the unit must come into the dealership for a full inspection.   It is impossible to address all his concerns on site.   We know that living in an RV causes a large amount of condensation and when our Technician and Service Manager visited the site, what was observed was typical condensation.  Mr. ******* shared no further leaks with us on the visit.  There is no evidence of structural failure however a full inspection is to be conducted when the ******** can bring their unit into the dealership.   This was discussed with Mr. ******** and he was happy to stay in the unit over the winter and bring it in during the Spring.  
     
  
  Delays in Repairs
  Mr. ******* expressed no issue to us when we visited and advised he was happy to stay in the unit until the Spring.  If he would like to bring the unit in sooner, we are happy to book him an appointment.  
  
  Furnace and Boiler Issues
  Again, when we visited, Mr. ******* expressed no further concerns with his furnace, but this is not something we can investigate on site the unit must be brought into the dealership
  
  Manufacturers Warranty
  As we are well versed in the warranties and legal requirements of selling RVs, we have in no way absolved ourselves of the responsibility of leveraging Mr. ******** warranty to repair his issues.
  
  
  My Request for Resolution
  Mr. ******** this written account again does not align with what you share with us when we visit or talk on the phone which again leads us to believe that these letters are not written by yourself.   We have not delayed anything but there is a limit to what can be repaired on site a service that we do not supply.  We have made an exception in coming to your location to do what we can to assist.
  
  We have also never denied that we will work with you to repair these concerns.   Please call us to book in your unit for an investigation and repair at your earliest convenience if things have changed since our last discussion.
  
  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Husband looked at an RV. I went back next day with him, that RV was now sale pending. Salesman says he has better model to show us. We absolutely fell in love and salesperson kept repeating you are going to love the price. Would not tell us price until we viewed entire unit. When finished he says it is priced at *****, AS IS, (has broken fridge) because his manager told him that morning they wanted to clear space in lot and they were "blowing them out". We signed paperwork at that price, they took photocopies of our license and we gave him our bank card for a 10 percent deposit. We then left to do other business in town. About an hour later sales manager calls my husband and relates the price is too low and he wants about 20k now! We we very unhappy, we loved the unit but thus price was too much. Husband went back next day and renegotiated new deal on same camper. They would install new dometic fridge for 20k. He says great. Gets home and same thing. Saleseperson says nope, can't honor that deal either, they want around 30k. Husband was also informed the original camper was now available again because the other lady had her financing fall through. I feel we we used bait and switch tactics and they should honor their deals made that I signed off on.

  Business response

  15/10/2024

  Thank you for bringing this situation to our attention.  Our General Manager for the dealership was not aware that you had had such an experience.  The Sales Manager who shared these quotes with you is no longer with us.  We act with integrity and this type of activity just doesn't align with our values.   We also appreciate that you spoke with our Kelowna Sales Manager and that you have agreed on a unit together at a price that is satisfactory.  We look forward to you enjoying your unit and hope that we have been able to rectify the situation so your trust in Fraserway RV is restored.   Sincerely Fraserway RV

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought my 2022 Jayco Jayfeather trailer in 2022. Warranty expired on Aug 3, 2024. After a trip to **, I contacted ******* Fraserway for several repairs needed. They suggested I make an appointment with ***** Fraserway as I would be able to get in before my warranty expired and it is closer to my home. I did, and I got my trailer to them on Aug 1, 2024.Service told me they would run it through Jayco warranty, and a couple weeks later I was told Jayco denied the repairs, two of which Fraserway noted as manufacturer defects. The original service employee I spoke to was fired, and a new service employee told me there were problems with submission to *****. I was again advised I would have to pay to get my trailer back and that Jayco would not cover the repairs. This didn't happen until Sept 24, 2024. When I paid, the service employee apologized for the inconvenience and not understanding why ***** would refuse. I was told to reach out to Jayco personally as they listen to the customer above the dealership. Upon reaching out to ***** and having my case escalated, I was told the warranty claim was not made until Aug 25, 2024, and because of this, my warranty coverage was null and void. ***** said they should have been notified while Fraserway maintains they were within guidelines. Neither will budge, and Fraserway says ***** is using the date as an excuse. Both refer me, the customer, to the other. The run-around is over, and I'm reaching out for assistance in this matter.Note: I have tried to send documents below, but it is suggesting the file is too big, but it is not?

  Business response

  10/10/2024

  *********** we do apologize for this situation and for the frustration and inconvenience it has caused.   This should never have happened.   Our National Warranty Manager has reached out to Jayco to have them cover the work that was needed, Fraserway will also step up to cover items that Jayco would not support.  *********** Manager, ****** ******* has reached out to you and will be reimbursing the $686.39 that was charged.  We do hope that you have been able to connect with him as I believe he left a voicemail for you.  We do hope that his restores your faith in us.  This was a training opportunity for us with the local team.  Fraserway has excellent relationships with their partner manufacturers, and we are typically able to work with them to ensure our valued customers are taken care of.   Again, our apologies and thanks for allowing us the opportunity to make this right.   Sincerely Fraserway RV

  Customer response

  10/10/2024

   
  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.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  27/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I just bought a brand new trailer from FraserWay RV for $100 000. I found a spot on the floor as soon as it got home and let them know as well the hot water in the shower wasnt working. It took a bit to hear back from them. In the mean time I have now found a leak coming in from the slide which is probably what the soft spot is from as it is near the area of the leak. We have contacted them about all of this and also spoke to a manager but they are saying all they can offer is to fix it. but who knows how much damage the water has caused. I do not want to spend this kind of money on something damaged. It should not be having these issues. I have asked to trade it for another one but they are refusing to. They feel like RVs leak and it doesnt matter if its new.

  Business response

  27/08/2024

  Hi ******************, as both our Senior Sales Manager and Service Manager have explained, issues can occur with any RV which is why they come with a manufacturer's warranty.  We are most happy to take a look at your concern and address the issue.   We have shared that we are ready to loan you another unit as the current unit is being lived in.  We fully stand behind the product and will support getting this corrected.  Understanding that your preference is for an exchange, we have also shared that this is not possible, and that the warranty process is what we have available to us.   We look forward to having you book in so that we can take care of this quickly for you.  Sincerely Fraserway RV

• Initial Complaint

  23/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2022 Keystone bullet trailer that has never been driven off the lot from Fraserway RV in **********. Before purchase they said they did a full inspection on the trailer prior to pick up. 1 month later we were camping in norther BC and had a large down fall of rain. The trailer was leaking from the roof all night. There was lots of water damage to the ** with front interior being soaked and the mattress saturated with water. The walls were bubbling out and the interior walls were swelling with water. Upon inspection of the roof after there were multiple cracks to the sealant. They did not do a roof inspection prior to the purchase and the roof has been leaking for a long time. They tried to cover the leak up by putting calking on the interior on the walls of the trailer which would only lead to the walls being saturated in the middle of the trailer were we couldn't see.

  Business response

  27/08/2024

  ************************,

  We're very sorry that you had to go through the BBB for us to respond to your concerns.   I understand you have been in touch with our Service Manager in ******* and that Fraserway has already repaired the majority of the issues, covered the costs, removed the diagnostic fees and that you are ready to pick up your unit for use until the remaining parts arrive.  We also are aware that you were not feeling well so there is no rush to collect your unit until you feel better.   We hope that with much more timely and responsive communication, the repairs being covered by warranty and our readiness to fully support you, you feel much better about the situation.   We're here to help and want to ensure you are comfortable and happy with your unit.   Sincerely Fraserway RV

  Customer response

  29/10/2024

  Hi ******, Here is the updated information regarding my claim number 22476030.
  Ever since Fraserway RV returned my trailer to me unfinished in September they have cut off all communication with me and refuse to return text messages, calls, Voicemails left and messages left with staff for their service department to call me back. The last text they responded to was letting them know that they damaged the door on the trailer and returned it with pieces of the trailer on the floor with extra screws that I couldn't find out where they came from.
  
  Every time I have called they have put me direct voicemail and no one returns my calls. I asked the front desk staff the name of the owner and they put me on hold and talked to **** the manager and she returned telling me they no longer have an owner and that there is no one i can talk to regarding my issue. 
  
  I have attached pictures / video of the text messages sent to Fraserway RV for my correspondence with them. 
  As well as an email to the Sales manager Mike 
  
  You have my permission to add these updates to my file. 
  Please let me know if there is anything else you require.
  Thank you,
  ***** Sutherland 

  Business response

  29/10/2024

  Hi Mr. *********** I do want to apologize that our communication has been lacking.   We experienced a flood in the dealership over the weekend which got in the way of our being there for our valued customers.   I spoke to **** this morning who advised me that Trinity from our ****************** called you yesterday and left a voice mail plus she has also sent you a message through our Podium system (this would either be an email to you or a text).   We are most anxious to take care of the outstanding items and would like to book you in as soon as possible.

  If you could kindly respond to Trinity at your convenience and please excuse our delay in corresponding due to the flood.  Please also know that we are fully committed to winning back your trust.

  Sincerely **** ******, National Manager Customer Experience, **********************  (********************************************************************************)

  Customer response

  04/11/2024

   
  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.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  may 1st 2024 bought 2008 international RV for ******* dollars The furnace did not work, no heat problems with battery Took it back to them and it's been months and they have not fixed everything and are blaming some issues on "user error" A giant waste of money and no help Everything was falling apart

  Business response

  07/08/2024

  ********************, we have been working cooperatively with yourself and your MHA, ******, to understand your wishes and how we can support you.  *********** Manager has met with you both and our last communication from your Care Aide was that the insurance repairs (as a result of your accident with the unit) were to move forward so on your behalf, she drove your unit to the collision repair shop for your appointment.  Your unit will be staying on our yard after all repairs are complete while you work out the details of the consignment of your unit with our General Manager.as you shared you no longer want the unit anymore.   We understand that with communication being difficult, this process can be frustrating, but we are here to help.  Sincerely Fraserway RV

• Initial Complaint

  29/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  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.

  Business response

  30/05/2024

  
  Customer asked ******************** to bring in a unit from another location for purchase.   The Unit went through the *** process and, as with all RVs, had a 90-day adjustment period for any fixes or adjustments that *** be needed.  During walkthrough and post-sale, it is typical to find items requiring attention. That is why all new RVs come with a manufacturers warranty. The customer signed off on the Customer Acceptance Form (attached) and took delivery of the unit.  The customer bought his unit in Nov 2023 and brought it to Fraserway RV in Dec of 2023 for some maintenance which was completed.  When the customer left ******************** he was happy and indicated such to the Service Manager.    Since that visit, we have not seen the customer,nor have we been able to speak with him as his voicemail has been full for any call we have made.  The customer has never requested any documentation, so it is incorrect to state that Fraserway refused to supply. The customer lives in his unit and travels.  There was no forcing the customer to contact ****.  He took it upon himself to work directly with **** who repeatedly supported him with direction to book with another dealer during his travels.  As far as Fraserway can determine from the extensive emails that the customer has had with **** (attached) he has yet to book into another dealership for repairs.  Customer started communications with **** in March and while provided with a dealership at that time, has apparently not contacted them until May. Both Fraserway and the manufacturer are ready to assist the customer through the warranty process but without cooperation from the customer it is difficult to do so.  No breach of contract has occurred, and no refund is possible from either Fraserway or Thor.

  Customer response

  30/05/2024

   
  Complaint: 21775030
  
  I am rejecting this response because: The entire response from Fraserway is a complete fabrication. The facts of Breach of Contract for warranty issues that were well within the 90-day Dealer responsibility are attached are support the allegation dishonest business practices exist. The attached emails are evidence that:

  1. Fraserway was responsible for lengthy delays.

  2. I identified numerous issues well within the 90-day period.

  3. I was forced to sign the agreement before they would turn over the keys for further inspection by me.

  4. Issues were identified by me before leaving the Dealer and communicated to them. The emails support this claim.

  5. The repairs they indicate were completed in Dec 2023 obviously were not as the emails attached validate.

  6. My voicemail has never been full. 4 people have the phone number they were provided, my wife, an ex work colleague Fraserway and one campground I had a long stay at. I have 2 other phone lines for all other purposes. However, this does explain why I did receive 2 calls from Fraserway. My phone rang for about half a ring both times and I got a missed call message. There were no voice mails left.

  7. I have never indicated I was happy with there service. This is evident in my ****** Review (attached). Fraserway knowingly attempted to mislead the general public with false statements about my issues being resolved, which based on the attached evidence they knew to be a false claim.

  8. I was "forced" to contact **** as Fraserway would not respond to my demands for repairs.

  9.**** reached out to Fraserway to assist in resolving the issues on 29 Jan 24. I was copied on the email. Fraserway never responded. I have the email but I could not upload it as this response would only accept limited pdf's. Please tell me how to send this email from Thor and I will.

  10. I requested documentation at every visit and Fraserway refused indicating I would only get a service report once all items were addressed.

  11. The vehicle is booked to go in Guarantee RV in ******* on 12 June 24 and Fraserway is aware of it as they were copied in on the emails as they never responded to assist at any time in the email chain. I can forward those emails also. The delay in booking an appointment was due to my travelling work schedule which has nothing to do with Fraserways ignoring my repeated requests in writing for repairs regardless of who is copied on the emails.

  12. I allege the attached evidence and further evidence I can forward at your request, validate Fraserway is attempting to cover up their obvious Breach of Contract in failing to meet repairing the vehicle. The emails and the ****** Review are testament to the fact Fraserway was aware of issues within the 90 day period and took no credible action to rectify them and until I filed the BBB complaint, they have not offered any form of assistance despite their legal obligations in the Owners manual printed by **** that details Dealer responsibility.

  
  Sincerely,
  
  *************************

  Business response

  31/05/2024

  Mr. Weeks, the fact remains that you have yet to book in with an authorized dealer as requested by **** to have the items on your unit addressed under warranty.  Please move forward with getting the issues you have shared repaired through warranty so that you can enjoy your RV.   

  Customer response

  31/05/2024

   
  Complaint: 21775030
  
  I am rejecting this response because: You clearly do not read your emails or my responses to you through the BBB. The appointment is booked already for 12 June 24 at Guarantee RV in *******. You also still havent addressed why you did not fix the issues or respond to Thor and I which is a Breach of Contract for warranty service.
  
  Sincerely,
  
  *************************

  Business response

  04/06/2024

  Thank you for confirming your appointment with Guarantee RV.    As your email conversations were addressed to ****, and Fraserway was copied, we understood that you were working directly with **** for a resolution given you were travelling.  When cc'd, the email is understood to be shared as information only.  As your list of issues has grown during your travels, we were again unable to assist you as you were not in the ******** area.   If you had been in ********, we would have been happy to book you in for the required repairs.  We trust that Guarantee RV will be able to take care of your concerns.   

  Customer response

  08/06/2024

   
  Complaint: 21775030
  
  I am rejecting this response because: Fraserway is not cc'd on the email chain as they indicate. Fraserway is a direct recipient of the emails and has never chosen to respond directly to me or Thor to coordinate the repairs. Fraserway consistently refuses to recognize their legal responsibilities and seeks to deflect it with non-sense replies as the evidence clearly demonstrates, I was in the area, Fraserway made no serious attempts to contact me, I was well within the Kamloops area for many months and *********************** was well aware of it. Fraserway never reached out. Fraserway's pattern of refusal fortifies my complaint. They indicate my voice mail was always full, this is false. In any case, why didn't you reach out by text, email, courier or snail mail? Also, even with this on-going dispute Fraserway still hasn't provided any documentation regarding the *** or warranty visits and confirmation the issues were not fixed withing the 90 period of their obligations. I have retained a lawyer and was informed that not only is Fraserway in Breach of Contract for warranty issues, but more importantly they are in Breach of Contract for Condition on Delivery. I fully intend to continue to escalate this matter once the BBB file is closed because it is obvious Fraserway will not accept their legal responsibilities and is more intent on covering up their negligence which continues to validate my position from a legal stand point. You knowingly sold me a vehicle with multiple defects that were not disclosed on delivery and you continue to deny responsibility even in the face of the evidence. One of the selling points of buying from Fraserway was how your staff bragged about the giant Fraserway network across ****** if an issue arises. Many issues have come up and again, at no time has Fraserway offered any assistance.
  
  Sincerely,
  
  *************************

  Business response

  17/06/2024

  From your most recent email sent to Thor, Fraseway RV and Guarantee RV you have indicated there will be legal action and a You Tube video.   We will therefore cease communication directly with you.   Fraserway RV

  Customer response

  18/06/2024

   
  Complaint: 21775030
  
  I am rejecting this response because:
  The reply comes as no surprise. My actions do not release you from your legal obligations. You have also continued to ignore my demands, and I am still making them, for copies of the *** and warranty visits and a response to the direct questions put forward to you via the BBB.
  Sincerely,
  
  *************************

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  No response to warranty issues.

  Customer response

  02/05/2024

  Hi I have made several attempts to contact the seller but I have not gotten any response.I have left several messages and nothing. I have several issues with my RV that I have purchased the extended at site warranty that needs repaired. This unit can not be moved as it is a destination trailer. I have a 7 year warranty and they wont call me to get it fixed and I cant use it properly since last May 2023. I want the items repaired that I bought warranty for. The warranty was several thousand dollars. 

  Business response

  06/05/2024

  **************, thank you for speaking with our Sales Manager today.   We do apologize that we didn't return your call in a timely manner.   We are in the middle of hiring for the season so we hope to be much more responsive!  We understand that there is a plan in place, that you felt very comfortable with the talk and that you may wish to withdraw your complaint.   We do thank you very much for giving us the opportunity to make things right again.  Sincerely Fraserway RV

  Customer response

  16/05/2024

   
  Complaint: 21652975
  
  I am rejecting this response because:

  still waiting for phone call to have repair person attend site. Was told I will get a call. That was a week ago. Still no call.Spoke with ****** and was told someone will call to set appointment. Still waiting.

  
  Sincerely,
  
  *********************

  Business response

  17/05/2024

  Hi **************,  I'm sorry that you thought that Fraserway RV would be contacting you again.  As your unit is no longer in the manufacturer's warranty, you will need to contact your Extended Warranty Provider:  First Canadian.  They can be reached at ************** (this number should be located on your Extended Warranty paperwork).  First Canadian will be able to provide you with a list of mobile technicians who are closest to you so they can visit, diagnose the issues and submit the claim to First Canadian.  Unfortunately, Fraserway RV does not offer mobile service so we're unable to help.  We're glad that you have First Canadian coverage however and trust that they will address your concerns.  Sincerely Fraserway RV

*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. ↩