ComplaintsforTiffin Motor Homes, Inc.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 27, 2023, I purchased a 2023 Tiffin Wayfarer from ******** Motor Homes in Ardmore, Tenn. I was assured that a PDI was conducted at the factory, and another PDI was conducted by the dealer. At that time they also insisted I complete the purchasing process with a promise that we would finish the walk-through inspection the next morning. I discovered when turning on the shower, it immediately backed up as did the sinks. During phone conversation with Tiffin service tech *************************, an incorrect siphon vent cap was determined to be the problem. I was assured a replacement would be sent to my next destination-no response. We also complained that the Big Foot hydraulic automatic leveler jacks installed in my coach were in fact the manual version despite my paperwork indicating that an automatic system was supposed to be installed. This was to be further discussed with ****** and ****** service personnel in another department but ****** said he was unable to reach them again. Later I discovered two of the *** ports on the ****** bed couch were not operating. Next we discovered that the black water tank valve was leaking so that was replaced and when it continued to leak, required removing more glue for a tighter fit.During the first 110 miles, more problems with the coach occurred. While driving down the highway, I heard a loud crash and found that the round bathroom mirror had fallen off the wall and broke in the shower spreading shards of glass.While driving more, the drawers kept rolling out which broke one of the tracks. When closing the top drawer, the cutting board fell off, even though it had been glued on. The joinery work on the drawers was already beginning to separate. We also discovered that the glue holding the rubber covers under the front cabin seats had also fallen off because of glue failure. Further examination of the right front door area showed over-spray indicating that there had been recent bodywork.No response from Tiffin.

  

  Business response

  08/09/2023

  Thank you for the opportunity to respond. We apologize for the customers expressed experience and frustrations. After review of the sales documents, only one Bigfoot Hydraulic Leveling System is offered at purchase. It is a matter of having the leveling system or not having the leveling system. It is our belief the leveling system is automatic but our customer may not understand how to use them. Hold the start button. I called ******************** to express all the same, but in discussing getting his warrantable items addressed, we never got there. As we certainly apologize, Tiffin also recognizes its obligations under the terms of the provided Limited Warranty. Although you denied any repair assistance to correct these concerns, Tiffin stands ready and willing to assist in the repair process when you are. 

  Sincerely,

  Tiffin 

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 2020, I purchased a new VanLeigh Vilano 5th wheel from ******** Motorhomes, **********, **. I did my initial inspection of the exterior and interior of the unit, but never thought to inspect the roof. The unit came with a factory installed outside ladder. Two weeks after purchasing the unit, I used the ladder to install two vent covers. I found the ladder to be really wobbly but didnt know if that was normal. I also found the roof had not been cleaned by ******** Motorhomes. I did inform the ****************** of this but didnt think to tell them about the wobbly ladder.In May 2023 while on a camping trip, we had issues with our leveling jacks. Up returning home, we made an appointment with Campers In **, ********** to repair them. They did an initial 12-point inspection (attached) and discovered the ladder had not been properly installed from the factory and had caused a small hole in the membrane. My insurance company stated this was not covered and recommended calling Tiffin.I called Tiffin and spoke to Mr. ******************* who wanted a copy of the service order and pictures. The ** maintenance shop sent the requested items. He replied back telling them what to send and who to send them to. The **************** *************************, replied that the claim had to be sent to her supervisor. I reached out to Mr. ******************* to get updated status and received: The claim was denied due to if the hole was done at the factory, it is the owners responsibility to inspect the roof and seals at least twice a year and it should/would have been found during the inspection not allowing the issue to increase to what it is now. In the pictures the hole does not appear to be 3 years old. I appreciate your understanding on this matter.I did not cause the hole in the roof and should not be responsible for fixing it. This was a defect from the factory and should be repaired by Tiffin. I clean the roof twice yearly and look at the seams but did not notice this.

  

  Business response

  07/28/2023

  This matter has been forwarded to the **************** team for review and response directly back to ***************  Thank you.

  Customer response

  07/28/2023

   
  Complaint: 20346287
  
  I am rejecting this response because: I have no idea what the resolution is or will be.  The message just stated they had sent it to the **************** and they would respond back to me.
  
  Sincerely,
  
  ***********************

  

  Business response

  08/07/2023

  Please contact Customer Support at ************** for reasoning of denial. Thank you.

  Customer response

  08/08/2023

   
  Complaint: 20346287
  
  I am rejecting this response because: I have been trying to contact the **************** at the number they provided to find out the reason for the denial.  But the number they provided is not a working number.
  
  Sincerely,
  
  ***********************

  

  Business response

  08/10/2023

  Our apologies, we transposed a number, the correct phone number for Customer Support is **************.  Thank you.

  Customer response

  08/15/2023

  had to look up a number on line to call the **************** people. I was transferred to the 5th wheel section where I was put on hold for 25 minutes and then was disconnected.
  I tried several times again before I was connected to a Mr. ************************** When I asked about the denial, he stated that it was denied because I had waited until after the 3-year structural warranty had expired to submit the claim.  When I informed him that he and I had talked and traded emails on 5 July and he had informed me then that my warranty was good until 15 July.  He also stated that he had contacted the ** dealership to inform them what was needed and who to submit the claim to for the warranty claim.  *********************** (*************************) denied the claim stating the hole did not look like it was 3 years old.  This was not about the hole in the sealant but the ladder being installed incorrectly from the factory.
  After hearing this, he changed to it was my responsibility to check the seals regularly.  I informed him that I washed and waxed the ** twice a year which included cleaning the rubber roof with ***** rubber roof cleaner and protecter.  I never noticed any cracked seams.  I also informed him that this was about the ladder being installed wrong from the factory and not about a hole in the sealant. (I had the ** dealership to seal the hole with sealant to ensure water did not get in the area).  I also informed him that I have never noticed any water damage in the **, so the hole in the sealant was not the cause of the ladder being a factory defect.
  I told him that I had only used the ladder once, maybe twice, within the first two weeks after I purchased the ** and then the ladder was wobbly, so I did not use it again.  He stated that I should have reported it. I told him that the motorhomes I had prior to me getting this 5th wheel did not have ladders so I didnt know being wobbly was normal or not.  I have not used the ladder since that time (he wanted to argue that I had used the ladder and was contradicting myself by saying I did not use it).  I use ladders I have at home to reach the roof for cleaning.  He then told me that it was my fault and that I should have reported it.
  When I did not agree with him that it was my fault, he hung up on me.
  This scenario sounds like a saying I was raised with: If you dont want to do anything, any excuse will work.  I have been offered different excuses as to why they would not fix it.  It seems as if one excuse doesnt work, they think up other ones to include blaming me for the failure.
  I should not be held responsible for a defect from the factory.  Tiffin never once inspected the damage to prove or disapprove the ladder being a factory defect like the ** dealership reported. I would think the ** technician would know more about defects and problems than **************** personnel whose job it is to answer phones.

  

  Business response

  08/24/2023

  Customer satisfaction is a priority for ********************, however, in this situation, we will not be able to satisfy this customer as our position hasn't changed. We do not feel this matter falls within the guidleines of our limited warranty nor any goodwill terms.  

  Customer response

  08/25/2023

   
  Complaint: 20346287
  
  I am rejecting this response because: They have missed the problem the complaint was written about.  The problem was the ladder was not installed correctly at the factory.  They were more concerned about a "hole that didn't look three years old" in the sealant (this was the first excuse to deny the warranty claim).  The complaint was never about that.  The complaint was about the ladder not being installed correctly.  When they first denied the BBB complaint, their answer was that I had waited until after the warranty had expired before submitting the issue.  This was per Mr. ******************** **************** Representative.  When I reminded him that he and I had swapped emails on July 5 about the issue, he then changed to it was my fault for not reporting it sooner (I was still covered under the three-year structural warranty). Then when that excuse did pan out, it was then changed to it was my fault for not performing customer routine maintenance, which I proved him wrong again by informing him that I washed and waxed the ** twice yearly, to include using ***** Rubber Roof Cleaner and Protector.  When I didn't buy that excuse, he hung up on me (second time he has done this when I didn't agree with it being my fault).

  I know they are not going to honor their warranty.  I figured that when they first started offering excuses and blaming me for the defect.  I never knew a corporation as large as Thor/Tiffin/VanLeigh would stoop so low as to blame a customer for a defect coming from their factory just to get out of honoring their warranty.  I will never purchase another product from them but that won't matter to them because I am only one lowly customer (disabled Veteran but that doesn't matter either) who can't afford one of their expensive motor homes.

  I really appreciate the BBB trying to help me in this matter, but I don't guess there is anything else we can do about this other than let it close out.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a **** Tiffin Wayfarer RW in January from LaMesa RV in ****, **. We were able to take it on a shakedown trip in early June. The following is an excerpt from the second email sent to ********************* of Tiffin on June 22, the first being sent on June 16. No reply from Tiffin has been received.Since our initial experiment which showed we can only get roughly **** gallons of water out of the tank which is spec'ed at 35 gallons, we have done more investigation. 1. A simple measurement of the metal water tank bracket and a bit of math shows that the tank is not even 30 gallons, let alone ****. The water pickup and tank drain are both installed above the bottom of the tank, so the water not only can't be used, it can't be drained, making the tank subject to freezing in winter even after following Tiffin winterization procedures. The same concern applies to the two other tanks.3. We just looked on the Tiffin web site and the water capacity of the Wayfarer RW is now specified as 30 gallons. It should be specified as no more than 25 with a +/- disclaimer since anything else is false.4. Any claim that the tank is nearly 30 gallons is irrelevant. It's like buying a dozen eggs only to get them home and finding out two won't come out of the carton.5. I have attached a copy of the laminated spec sheet which was provided with our unit and which was what we based our purchase decision on. It clearly specifies 35 gallon water capacity. Frankly, at this point due to the non-responsive nature of Tiffin and the deceptive marketing practices, we want a full refund. Some sort of jury rigged "fix" is not acceptable. After admiring Tiffin products for so long and wanting one for years, we have completely lost faith in the company. As I told you before, had the unit been represented truthfully, we wouldn't have bought it.

  

  Business response

  07/25/2023

  Tiffin Customer Support has been in direct contact with the customer with their position and an offer was made, however, the customer is still not satisfied.  We have diligently investigated this matter and feel that the offer was made in good faith.

  Customer response

  07/26/2023

   
  Complaint: 20281621
  
  I am rejecting this response because:

  1.  Tiffin does not know what size water tank was installed in this unit.  They say it may be 25g or 30g as both have been used in this model.

  2.  Although they apparently have no record of what goes into a particular unit,  they guess it may be 25g. Separately, a Tiffin technician told us that since the water outlet is not on the tank bottom he wouldn't be surprised if several gallons could not be accessed.  So, 25 or 30 -- nobody knows.

  3.  Tiffin's "good faith offer" was to drive the unit **** miles round trip to their facility and *if* the existing tank is 25g they would replace it with 30g.

  4.  We purchased the unit based on the attached build sheet which specs the water capacity at 35g.  Tiffin's response to the attached sheet was to dismiss it as "probably a typo".  No 35g solution has been proposed by Tiffin.

  We have made it clear that either of two solutions are acceptable:  (1) install a tank that provides 35 gallons of accessible water as specified in the data included with the unit, or (2) refund our money.

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

  

  Business response

  07/26/2023

  Tiffin Motor Homes, Inc. has no further comments to provide through the BBB.

  Customer response

  07/28/2023

   
  Complaint: 20281621
  
  I am rejecting this response because:

  Tiffin has not made any reasonable attempt to resolve this issue.  ******** Tiffin provided which  we used to make our purchase decision was clearly in error which Tiffin shrugs off as a typo.  We are left with a unit that does not meet our needs.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased our ** through **** *********** and have owned it (Tiffin Red 33 **) for year and eight months. It also has ****** miles on it, so yes, technically, it is barely out of the 1 year/12k mile bumper to bumper warranty. However my argument to this is .. for a litany of repairs it has sat at Great ******** **s service department (awaiting parts etc.) for probably eight months out of that time and it was purchased with 500 miles on it and Ive driven back-and-forth between the service center and my home at least four times (and I live 75 miles away). The service department routinely has you make a very specific appointment date and time but then they wont actually look at your unit for 2 to 3 to 4 weeks past when you drop it off. The appointment times make no sense and getting the required parts in is not timely. Just for a recent example, we dropped our unit off last year 29 October 2022. I did not pick it up until 31 January 2023, and all the work still was not done because they couldnt get the parts in. Maybe the parts come in next week it just gets drawn out and in the mean time I loose utility of a $300k purchase. This last time, I had an appointment on 9 May 2023, it wasnt looked at until 24 May 2023. I picked up my ** 12 June 2023 to move it to a different service center because nothing was happening to get it repaired at this shop. Communication this time was also very very poor. This past service call is when I hit my limit. I was told that our tankless water heater was broken and that the likely cause was from not winterizing it properly. This, therefore invalidates the Truma warranty (the maker of the water heater) which is two years. The **** warranty department came back as denied because it was past the full warranty window and the Truma 2 year warranty also isnt honored their because its freeze damage. Im positive the freeze damage occurred during the time frame my unit was sitting on ****s service lot. I never had a chance to winterize it because it sat there during the worst of our cold spells. I do feel like there was an attempt to to winterize it at **** but that it occurred too late in the season after the damage was already done. The water valves were open and the water tank was empty when I picked it up the beginning of Feb but no attempt to fill it or check their work was made until May when I then informed them that the water pump was still cavitated and noisy (previous service call) . I also keep the unit covered, in an ** barn and plugged into 50amp (temp set to 70) at my house. The service manager said they dont cover acts of god and assumed no responsibility for it being broken whilein his possession. The water heater worked just fine when I dropped it off and it was broken when I picked it up. God has had nothing to do with the amount of time my ** sits on his lot awaiting service. Neglect does. If youre going to draw out all services, then take responsibility for the timeframe it sits idle on your lot. I do not feel that I should be held responsible for paying the cost of the water heater. I feel either Tiffin, Great ******** ** or Truma should step up somewhere along the line and make this right. The ** is barely out of warranty and if you figure in the amount of time it takes to get any services done, the mileage spent going to and from thats also very arguablle. We live in *********, freezes only happened twice this year. The worst one is when **** had it, the second one was barely a freeze at all and I had it very safe during that time. Truma should also stand behind their product. It didnt take much to break this product if a ********* freeze for an hr or 2 at night caused it to fail. Seems pretty flimsy if you ask me. Once again, the money is not the main issue its about principle, taking responsibility and/or standing behind your product. In short, very disappointed in all parties.

  

  Business response

  06/16/2023

  We at Tiffin our sorry to hear of our customers expressed experience and frustration. I am unable to speak for the ********************* Warranty, but if freeze damage is what was found to be the cause, the Tiffin Limited Warranty expressly denied that type of damage as being warrantable. It was out of the control of Tiffin Motorhomes. It sounds like our customer has a conflict with Great ******** RV, who is an independently owned and operated business. I will contact GARV to gain clarification of the situation, let them know our mutual customer is unhappy, and communicate with our customer.

   

  Customer response

  06/22/2023

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

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Issue: Failure of the turbocharger on the engine in my 2020 Allegro Motorhome model 33 AA VIN: ***************** purchased on January 8,2020. Motorhome wasn't used in 2020 due to Covid shutdowns.Date of Failure: September 23, 2022-motorhome suffered engine failure leaving ************, *******. Truck Up did 2 hours worth of diagnostics on the computer determined that it was repaired. The diagnostics said a new filter was needed which cost $3,000 and was not covered by our extended warranties. Filter did not repair the issue. More diagnostics were done and the tech said Im at a loss. You will need to have it towed. Waited 7 hours after contacting multiple wrecker services. 4 different wreckers were sent to my son on the side of the road. These wreckers were for NORMAL vehicles. This vehicle is 35 long and was pulling a 35 enclosed trailer containing another vehicle and golf cart. A standard wrecker was not going to suffice. After continuing to call all of the numbers on our warranty documents, I was finally given several tow companies who could assist. JR ******** was able to come and successfully tow the motorhome and trailer and took it directly to *************** in ************, ******* per the suggestion of Truck Up. My son slept in the motorhome in the Cummins parking lot with none of the features of the motorhome working because he could not leave it unsecured. Tuesday 9/25/22, we were told that it was the turbocharger that had failed, which is why the filter threw codes. I spoke to multiple Cummins representatives throughout the day. I was told that there were no turbochargers available. I was further told that any turbocharger that we could get would be refurbished. We were also told that the original turbocharger installed in our BRAND NEW motorhome was a refurbished model. We were under the impression that we had purchased a brand new vehicle with brand new factory parts.

  

  Business response

  04/24/2023

  We apologize for the incoveniences you have experienced, however, the issues with the turbocharger and related items are not Tiffin components and were received by *************************** already assembled. Furthermore, these components are warranted separately by Freightliner and Cummins respectively.  Any requests for compensation would need to be directed to Freightliner and/or Cummins. Thank you for the opportunity to respond.  Respectfully, Tiffin Customer Support

  Customer response

  05/08/2023

  Due to serious health issues for both of us, we have just returned to normal daily schedules.  We have just read the replies to our complaint and disagree with both parties.  Is it possible for ** to have another 24 hour period to get these to you or would this need to be handled differently?  Please advise immediately of this very serious complaint.

  Thank you,

  ******* and ***************************

  Customer response

  05/08/2023

  Due to serious ***** issues for both of us, we have just been able to return to normal daily activities.  We have just read over the replies to the complaints and severely disagree.  Please advise immediately on the next steps that need to  be taken.

  Thank you

  ******* and ***************************

  Customer response

  05/15/2023

   
  Complaint: 19972350
  
  I am rejecting this response because: Tiffin Allegro motor home is NOT a Freightliner/Cummins motor home.  The vehicle says TIFFIN all over on the inside and outside!

  Tiffin use to be a reputable company.  The issue now is how do we get this off of our hands for a $250,000 motor home with a refurbished engine?  We have been told that it WILL break down again but the time or place will be unknown!

  Tiffin needs to buy this back from ** or offer ** a unit that does not have a Freightliner/Cummins problem!

  We are 75 and 71 years old and THIS WAS TO BE OUR RETIREMENT/VACATION HOME!!

  We have been told that Tiffin was selling these motor homes knowing there was a turbocharger problem.

  Why were we not informed of this problem at purchase?  We had to find out while on the road and the vehicle shut down completely.

  
  
  Sincerely,
  
  ****** & *****************************

  

  Business response

  05/16/2023

  Tiffin Motor Homes, Inc. does not build the chassis, the engine, drivetrain or any of the related chassis components. We receive the chassis already built and assembled by Freightliner and we build the house portion of the motorhome, only, on to such chassis.  The chassis is supplied by Freightliner to Tiffin, and Freighliner provides a separate limited warranty to the end consumer with their own terms and conditions.  We cannot alter, administer, or repair any Freightliner component, so essentially you have two (2) manufacturers that warranty the motorhome: Freightliner for the chassis and Tiffin for the house portion only.  We are not aware of any refurbished turbochargers or any problems with such as we do not manufacture this product as it already comes assembled by Freightliner.  Any repairs or discussion of compensation related to chassis components would need to be directed to Freightliner.  Freighliner can be contacted at **************.  

  Customer response

  05/22/2023

   
  Complaint: 19972350
  
  I am rejecting this response because:+ We did not make this purchase from Freightliner!!  It was a Tiffin Motorhome that Tiffin bought all of the components to.  We have an expensive motorhome that we do not know when it will stop or shut down literally again, with a refurbished turbocharger engine that no one wants to warrant or take responsibility for.  As an elderly couple we would like to be able to use this motorhome while we still can but we don't know when or if it's going to shut down with a refurbished component.  We cannot sell in current condition with refurbished components.   Tiffin needs to purchase this back from ** so we can have a motorhome that we can depend on.  
  
  Sincerely,
  
  ****** & *****************************

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2023 Tiffin Phaeton 37BH in late October 2022 in new condition. During pre delivery inspection and after the 1st check down trip more than 25 items were reported back to their authorized dealer. 5 months later the ** has not been repaired yet by their authorized dealer (LaMesa** ******* **). Many mails to *** Tiffin and ***** Tiffin with no response. Coach has shown many issues with the living quarters and the rear engine compartment. To date we dont have a firm date on final repairs. Dealer says Tiffin has failed to provide parts to fix. Contacted Tiffins customer service and response is that they continue to work on it.

  

  Business response

  04/07/2023

  We apologize for the frustrations expressed by our customer. I have been in communication with the customer and dealer to help coordinate and answer questions. Currently, all part orders have been shipped. Tiffin will continue to monitor and assist through resolution with our customer. Thank you for the opportunity to respond.

  Customer response

  04/11/2023

   
  Complaint: 19850706
  
  I am rejecting this response because:

  The coach is still waiting for repairs and now is about to enter the 6th month at the repair shop. In the meantime, this is also eating time from the original warranty without the ability to use the unit.

  Aside from assisting with working on parts supply, Tiffin has not made any efforts to get a proper technician from the factory to work on the unit of to take it back to *******, **.
  
  Sincerely,
  
  ***********************

  

  Business response

  04/12/2023

  Although I disagree with the timeframe expressed, Tiffin apologizes for the customers experience and does not see anything on the work order that would prevent use of the motor home. We always recommend for customers and dealers to communicate effectively when usage plans are made. The motor home could have been picked up at any time for use during this service event. As stated, we will continue to assist the dealership to complete this service event under the terms of our Limited Warranty. 

  Thank you for the opportunity to respond. 

  Customer response

  04/15/2023

   
  Complaint: 19850706
  
  I am rejecting this response because:

  Went to the dealer last Friday to check on progress. while the unit "can be driven" the unit shows clear signs of being poorly built. Tiffin blames the dealer and dealer blames Tiffin.

  I will close this complaint when either the coach is replaced/refunded or properly repair in a timely manner.

  Picture were emailed to ***** from Tiffin Friday.

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

  

  Business response

  04/24/2023

  Repairs are in process and Tiffin is in continuous communication with the customer and dealer. The customer will be notified once repairs are complete. 

  Customer response

  05/22/2023

  Need to close this complaint and marked as satisfactory resolution, please let me know how I do that.

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new Allegro Bus 45OPP in late March 2022 From ***************. Immediately had numerous (over 50) problems some of which should have never left ******* or La Mesa i.e., massive water leak over entry **************** never bolted to floor. So, I returned it with a list of problems to La Mesa first of May. ******* kept the Motorhome all summer until September. I stayed in constant contact weekly with them & all I received were excuses i.e., they were waiting on warranty approval from Tiffin. When I learned they had fixed less than 40% of the problems I had no other choice but to retrieve the Motorhome and drive it over **** miles round trip to ******* **. and spend a month there to get the rest of the items fixed. Have since had re-occurrence of some items & some additional items which will necessitate another trip to ******* as I have lost all confidence in La Mesa. While in ******* I spoke with *** Tiffin, and he indicated that Tiffin would extend my original warranty 6 months, but I have received nothing in writing. While in ******* I was treated with complete respect and courtesy everyone was friendly & helpful, but my time is valuable also. We thoroughly enjoy the Motorhome but every time we take it out something else happens i.e., over Xmas holidays we were stuck for 2 weeks to get a starter fixed, currently have dash lights going out while driving down the road, a constant starter problem and a terrible annoying squeak coming from behind the couch. As a resolution I am asking Tiffin Motorhomes to extend my original Warranty for six (6) months to help cover the unusable down time experienced. Reimburse me for the trip to ******* **. including the month spent there. Pay trip expenses for the additional trip I will have to make within the next month. Reimburse for 2 Wine **************** of wine broken when couch that was never anchored to floor turned over dumping both *********** along with wine and broken glass on the floor.

  

  Business response

  02/28/2023

  Tiffin Motor Homes **** will agree to provide you a six (6) month Limited Repair Only Warranty (****) which has the same terms and conditions as your original limited warranty.  The **** will commence on the expiration of your original limited warranty on March 18, 2023, and expire on September 18, 2023.  For the other items requested, please email your receipts and documentation to ****************************************** for review and response.  Thank you. Customer Support at **********************

  Customer response

  03/06/2023

   
  Complaint: 19389501
  
  I am rejecting this response because:

  Tiffin has not addressed the expenses incured for the **** mile trip to **********. or the month of my time there for repairs to be made or expenses for the 2nd **** mile trip to ******* **. to have items repaired for the second time the unknown loss of my time for the second trip or the damages caused when due to negligence during assembly. I would like to remind Tiffin this is a $600,000.00 motorhome purchased new from their stocking dealer in ******* **. How much time money and effort should I have to exert to get the Motorhome I have paid for?     
  
  Sincerely,
  
  *********************

  

  Business response

  03/09/2023

  We are sorry for your inconvenience, but we do not pay for personal time or mileage to and from service centers for repairs.  As previously advised, please email your receipts and documentation for the damaged goods (wine glasses) to ****************************************** for review and response.  Thank you. Customer Support at **********************

  Customer response

  03/16/2023

   
  Complaint: 19389501
  
  I am rejecting this response because: I believe used misunderstood. I am not requesting reimbursement for the 3 weeks spent without choice at your red bay repair facility, after la Mesa kept my bus over 3 months to ultimately say take it to red bay (again no other choice) And yes my time is valuable as I cant buy it back. But what I am asking for is reimbursement for fuel costs as I had no other choice than make the red bay trips. Granted Tiffin should request a reimbursement os shared expense from la mesa for their inability to perform the required warranty work. 
  By granting this request Tiffin will most likely recoup all monies from future service visits as there is obviously no where else to go, When I purchased this coach I didnt realize I would be so tied to red bay, but the plus side all employees encountered so far have been professional, courteous and friendly.

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

  

  Business response

  03/28/2023

  Thank you for your response.  Compensation for mileage or fuel to take your motorhome to a service center or to ******* for repairs is not a covered expense under our limited warranty; however, you may contact Tiffin's Customer Support team to discuss further. Thank you for the opportunity to respond.

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My first email to TIffin. Our coach has been at RV One awaiting repairs now for over 45 days. It remains there to date with no completion date and no response from Tiffin per RV One in ******* where the coach has been. This email was sent January 5th, 2023. My husband is being far too kind as our concerns and issues have not been addressed/resolved for way too long. My biggest concern at the moment however, is regarding the ***** Recall #**V-273, TC Recall #20**-206 and Tiffin Recall #TIF-1**. It appears that our coach currently is having the issue with the slide out extending on its own and as such, it seems reasonable to assume that we were sold and delivered our coach with Tiffin and RV One knowing about this extremely dangerous issue. We have already traveled with our coach and as such unknowingly placed ourselves and those around us in a possibly lethal situation had the slide out extended on its own while in transit. Based on this, can you first verify that our coach is within this recall and second, acknowledge if this cylinder was replaced prior to delivery or not? This will help us determine our next course of action. Your prompt attention to this matter is greatly appreciated. I can provide all emails if necessary.

  

  Business response

  02/13/2023

  Please note that recall 22V-273 is only applicable to 2021 - 2022 Allegro Open Road motorhomes and does not apply to 2023 Allegro Bus motorhomes. If you are experiencing concerns with your slide in your motorhome, RV One can contact Tiffin motorhomes dealer services for assistance. We do not have any record of the dealer informing us of this situation.  We authorized a list of other repairs and provided an approval number to RV One on 1/10/2023. Thank you for the opportunity to respond.

  Customer response

  02/13/2023

   
  Complaint: 19388399
  
  I am rejecting this response because: Our coach has been at RV One (the authorized dealer) already for 45 days for the same issue as the recall on the earlier coach models. We are being told as of today, that RV One is waiting on Tiffin to respond, approve, and supply the part that was in the recall from the previous year. RV One is telling use they ARE talking to Tiffin about our coach but you (Tiffin) is saying they have no record of any communication on on VIN. Based on this, any logical person can deduce that someone is being dishonest and I need to know who this is. We have not been able to use our $250K new coach for 45 days at no fault of our own due to the slide out extending on its own. This is not acceptable and we need immediate resolution and clarity. 
  
  Sincerely,
  
  *****************************

  

  Business response

  02/28/2023

  Tiffin's Customer Support team is in contact with RV One and we will get this matter resolved and provide an update. Thank you. Customer Support.

  Customer response

  03/02/2023

   
  Complaint: 19388399
  
  I am rejecting this response because: we now have an issue with another slide out failure. Once back from our recent trip, I found hydraulic fluid had actually leaked into the bedroom of our coach and was all over the floor. This resulted in ruined carpet around the bed and floor trip piece, not to mention the effect it may have on the flooring. I am not sure I want to even keep the coach at this point as it appears to be a "lemon." 
  
  Sincerely,
  
  *****************************

  

  Business response

  03/07/2023

  We now understand some of the confusion with the recall and other information previously provided. The dealer submitted to Tiffin a warranty registration in the name of the customers showing they owned an Allegro Bus and not an Allegro Open Road. In speaking with the dealer, we requested that they submit the correct warranty registration showing the actual motorhome purchased by the customers and have now received the proper documents.  We have made the correction in our system as well.  The recall has indeed been completed as the Allegro Open Road was part of the recall. We have authorized Colton ** (and provided authorization number) to repair to the hydraulic line (separate issue) and any materials that were damaged as well as the issue with the furnace. We communicated with Diamond Shield and they have agreed to authorize repairs, however under the terms of the Diamond Shield warranty, the repairs must be completed by an authorized Diamond Shield installer.  Thank you for the opportunity to respond. 

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  RELEVANT DATES.1. Purchased from Dealer, *************************: 10/29/21 2. Acquired from Dealer, *************************, and drove to *********, OR (home): 11/24/21 3. First Tiffin contact re warranty claims: 3/5/22 4. Unit retrieved from *********, ** by ***************** for Tiffin to *******, **: 9/19/22 5. First unit delivery attempt by ***************** for Tiffin from *******, ** to *********, **, but damages discovered in **********, **: 11/12/22 6. Unit returned to Tiffin by ***************** from **********, ** to *******, **: 11/19/22 7. Unit delivered to *********, ** by ***************** for Tiffin from *******, **: 12/28/22 8. Tiffin ******** of inspection and unresolved defects: 12/28/22 9. Tiffin ******** of the uninhabitable state of the unit: 12/29/22 10. Uninhabitable conditions and resolution letter sent to Tiffin Service Ops VP: 1/5/23 11. Notice of Intent to File Lawsuit sent to Tiffin President: 1/16/23 12. Tiffin President assigned our case to Tiffin Consumer Affairs Mgr: 1/19/23 13 Full report of unresolved repairs sent to Tiffin President and Consumer Affairs Mgr and 1/21/23 14. Settlement attempts with Tiffin Consumer Affairs Mgr: 1/23-1/30/23.15. Tiffin President ******** of Consumer Affairs Mgr unprofessionalism and second direct attempt to resolve: 1/30/23 16. No response as of 2/1/23 12:11 pm PT *Unit was purchased for the intended purpose of full-time leaving. Without it, we are homeless.*Unit was in Tiffin's possession for 99 days for repairs.*Unit uninhabitable condition for 35 days and counting.**Lodging invoices emailed to Tiffin reps: *************

  

  Business response

  02/14/2023

  To whom it may concern,

   Vanleigh RV is in receipt of our customers complaint filed with the BBB and respond accordingly. At the time the BBB information was received, *********** was actively communicating with the customer to resolve any warrantable concerns and are moving forward with an agreed plan of action. *********** will continue to work directly with our customer toward resolution. 

   

  Sincerely,

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

  Consumer Affairs Manager

  Customer response

  02/14/2023

   
  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. However, I would like to note for the record that Tiffin was not actively working with me. It was only after I contacted the Tiffin president and filed the BBB complaint did I start to see momentium. 
  
  Sincerely,
  
  **************************************

• Initial Complaint

  01/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We purchased a new ******** 5th wheel from ** Dealer last February. We had noticed, noted, and reported needed repairs immediately. Two items were fixed by the dealership, the rest were to be fixed in ***********************. *********** only repaired two items, even though they requested a list. We now have the trailer in ********* and have been working with a local repair shop. The repair shop cannot proceed because the factory hasn't sent out the needed parts. We've been passed from person to person, and are currently working with a Tech Support rep, who shipped the wrong parts. On December 7th, we were told he would get us the correct parts, but now I cannot get him to respond to me. Our remaining problems are: a sink fell in and needs to be remounted and the slides have gaps that a child's fist could fit through. We are at just about a year of payments and ownership and cannot even use this for fear an animal will enter.I have all correspondence with the manufacturer and all the correspondence with the various repair centers. I could really use some help, if possible.

  

  Business response

  01/12/2023

  We apologize for any inconvenience.  We understand that our **************** team spoke with the customer recently and all parts needed for the final repair items have arrived at *************** except for the epoxy, which the dealer will purchase locally.  Thank you for the opportunity to respond.

  Customer response

  01/13/2023

   
  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 thus far, although the repairs have not been completed and paid for yet.
  
  Sincerely,
  
  *****************************

*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. ↩