ComplaintsforTiffin Motor Homes, Inc.

• Initial Complaint

  08/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  12/6//21 Invoice ******** $1,145.93 - Charged an unauthorized card in full while waiting on charge disputes to be resolved. Item #1 - Toilet was a re-repair from warranty work but charged out of warranty.($170.23) Item #3 - Generator Exhaust was knocked off from water tank falling out but charged me to repair. ($12.50) Item #6 - Window Shade - already worked on 11/27/19, 6/26/20, 7/19/21 ($215.00) Item #8 - Water Selector Switch - have been having issues since new, keep getting told that's the "way it is" - finally replaced. Took Tech 2 days to fix. Told me it was all good and when I hooked up at Winfield that night leaked water everywhere. Took back in the next morning 12/7 and worked on several more hours. Promised it was all good again. Made me late for appt at MB in ******. That night after leaving MB hooked up at campground and water leaked everywhere again. I called ***** the service manager the next morning on 12/8 and advised him that water was leaking still. He was going to check with tech and get back to me. I STILL haven't heard a word and I STILL have leaking water. ($325.64). Received a call on 3/17/21 from *********************** at ******** that they did not bill my credit card for work done on 12/6 & 7/2021. I advised her of all of the issues with repairs and she was going to advise service and get back to me. I asked ****** to NOT use the credit card that they had on file as it was a joint account with my deceased mother who passed away on Feb 18, 2022 and that I would give an alternate form of payment once the invoice disputes were resolved. On 3/24/22 received email inquiring about payment stating the card had not been run. I telephoned her back again reminding her not to use that card, she agreed and advised that she was still working on invoice. Actually, the card had already been run on 3/22/22. On **** I became aware that they billed bank and asked to credit. On 4.1 last communication, she said that she was referring to Red Bay. End

  

  Business response

  09/07/2022

  We apologize for the inconvenience the customer has experienced and the confusion regarding the charges to their credit card. We spoke with the customer today and ******************** will be reimbursing the customer a portion of the charge.  ****************** will be contacting the customer to set up an appointment to repair the outstanding concerns with the motorhome at our ************** in ********, *******. Thank you for the opportunity to respond.

  Customer response

  10/18/2022

  10-18-2022  

  I finally got my claim resubmitted and Tiffin/Wayfarer responded (complaint #17708128). I received a phone call from a young lady out of ******* who said that she was in charge of customer care. The solution that she offered over the telephone was agreeable to us and therefore we let the case close. Unfortunately, Tiffin did not or has not followed through on their solution.

   

  Thanks,

   

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

  Cell ************

  

  Business response

  10/18/2022

  During our communication with *******************, it was discussed to reimburse them for the invoice and ******************* stated she did not expect to be reimbursed for the entire invoice, just for the work that was not completed properly.  Tiffin reimbursed the customer on a check dated 9/22/2022 for 1/2 of the invoice amount and we agreed to address any current issues at our factory service center at no charge.  Customer was to schedule an appointment with the Wayfarer Customer Support team to address any current issues.  

  Customer response

  10/25/2022

   
  Complaint: 17708128
  
  I am rejecting this response because:

  Tiffins response is partially true. I did receive a telephone call from a young lady who identified herself as a customer care manager out of Indiana. Her resolution was to send a refund for the entire amount of the invoice from that failed experience at the service center in Winfield. I did tell her that that was very generous of Tiffin and I honestly was surprised as I was only expecting them to address the repairs that were still an issue. She also asked me if I wanted to return to ******** and get the items fixed that were STILL broken. I told her that would be great. She then asked me if I would like to have the service center call me to make an appointment. I told her yes, please do. That was the extent of my communication and had no further contact following that initial call. I did receive a refund check in the mail a few weeks later for $700+ - honestly, I was surprised that it wasnt the full amount that I was told that was being sent. But again, I did tell her that my complaint was an effort to get the still broken items repaired and I didnt expect a full refund so I accept what they sent. It would have been appropriate, in my opinion, for Tiffin to have communicated to me the change in the refund amount than that which was originally stated. The 2nd resolution for the complaint was that Tiffin would be contacting me to schedule another visit to ******** to address the failed repairs. As of this date, I have heard nothing from them. I still have leaky water hook **** a toilet that wont hold water and other issues.  I will accept the partial refund, even though its not what I was told would be sent. I really just want my Wayfarer fixed.  
  Thanks. 
  ***** & *************************
  
  Sincerely,
  
  ***** & *************************

  

  Business response

  10/26/2022

  I have been informed by **************** that the customers have an appointment scheduled for November 16, 2022 to address their current concerns under warranty.

  Customer response

  10/31/2022

   
  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. Tiffin has been very helpful in resolving my concerns and I thank them for their prompt reply. 
  
  Sincerely,
  
  ***** & *************************

• Initial Complaint

  06/01/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  2019 Tiffin Allegro 36 UA, Ser K0A07073. Tiffin has a safety recall on their poorly designed DC control panel. As I have a electrician on staff in my sons business I requested he do the work vs a tech at a dealer who would not necessarily be an electrician. I was originally told if I had a electrician they would send the recall to him, it required a letter from the electrician. He did this and Tiffin came back with we wont send it because he worked for me(actually works for my son). Because I did not want a dealer to work on this they made me sign a release. After receiving the parts the electrician discovered further damage to the panel, he received the additional parts(complete panel) and it has been installed. I sent the **** for the work and was informed that Tiffin would not pay for the repairs due to the release I signed. What I demand from Tiffin is payment in full and the release that was signed revoked. Also a thank you for discovering additional issues with their DC panel that was added to their recall inspection. I can supply email string with Tiffins recall department if needed.

  

  Business response

  06/13/2022

  We were not aware of any further damage. No pictures of damage was provided. We provided the customer with a brand new panel and brand new parts at no charge.  Please send the invoice for further review to **********************************.  We will not revoke the previously signed release.

  Thank you.

  Customer response

  06/14/2022

  I am rejecting this response because
  Complaint: 17289360
  Resending original invoice that was rejected as requested by Tiffin.  Tiffin stated they knew of no further damage to the unit. They were made aware of the additional damage and sent out the complete DC panel, after our finding changed the recall steps to include inspection area of the additional damage we found.

  I will update after invoice is paid.
  
  Sincerely,
  
  ***********************

  

  Business response

  06/15/2022

  The recall is complete, the invoice was received and payment is in process. Thank you.

  

  Business response

  07/19/2022

  The recall waiver will be negated.

  Thank you.

  Recall Department

  Customer response

  07/26/2022

   
  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

  03/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased my 2020 Tiffin Wayfarer 18 months ago, brand new. There are multiple reasons why we chose Tiffin, the company's notoriety, their quality standards and reliability, as well as the LOOK! We recently received a recall on the Wheel Liners, because they could cut the Valve Stems/Extenders, causing you to loose control while driving. This could be extremely dangerous. Shortly thereafter, we received the Tiffin recommended solution, and it was to remove the hubcaps and send them in for a $150 dollar payment. There are multiple things wrong with this decision. I've been conducting research with multiple Rim/Tire repair establishments, and the problem that arises is you cannot safely replace the hubcaps with newer hubcaps, because the same safety issue arises, because as Merecedes stated all hubcaps eventually turn a little over time and this problem will arise again. The only proper alternative suggested by Tiffin is $1900 Alcoa rims or look at your $150,000 dollar Tiffin Wayfarer's, raw iron rusting rims. Totally unfair after such a short time for someone to have to make the only possible choice of Safety, while having to drive a terrible looking 24TW. It feels like I purchased a knock off and not a World Renowned Tiffin. Everyone that I have conferred with that also suggested I purchase my Tiffin has stated the same thing. Tiffin can do better than that. I am already in debt for 20 years and that I am fine with; but now I have also accept and additional $1900 dollar debt on something that wasn't our families fault. We really hope Tiffin can make this right, so we can continue praising everything about their company and the willingness to keep customers happy for years to come. Note: I tried to achieve both goals of keeping it at $150 dollars and maintaining the true beauty of a Tiffin and the task has proven to be impossible. Our family just want what we paid for a Safe, Beautiful Tiffin Wayfarer. Thank you

  

  Business response

  03/18/2022

  We apologize for any inconvenience. At this time, please hold on to your current wheel liners as outlined in the recall letter as we are investigating whether there is a potential alternate solution. We will inform all owners in writing in the next few weeks if there is an alternate solution. Thank you for your patience and cooperation.

  Customer response

  03/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am still awaiting an actual response, at this time they stated a solution should or possibly be available in a few weeks.

  

  Business response

  03/23/2022

  As stated on 3/18/2022, we will inform all owners in the next few weeks if there is an alternate solution. All owners will be notified by mail.

  Customer response

  03/25/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have received a letter dated February 16, *********************************************************************************************************************** for 150 dollar payment. It says nothing about retaining wheel liners for an additional solution? I have uploaded the letter for your review? Are you staying Tiffin is attempting to find another solution, because that is not mentioned in your solution letter sent to all owners?
  See Attachment/File: E6D500EE-9399-41EF-99F6-BEC602A842D0

  

  Business response

  04/06/2022

  Business Response /* (1000, 5, 2022/03/18) */ We apologize for any inconvenience. At this time, please hold on to your current wheel liners as outlined in the recall letter as we are investigating whether there is a potential alternate solution. We will inform all owners in writing in the next few weeks if there is an alternate solution. Thank you for your patience and cooperation. Consumer Response /* (3000, 7, 2022/03/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still awaiting an actual response, at this time they stated a solution should or possibly be available in a few weeks. Business Response /* (4000, 9, 2022/03/23) */ As stated on 3/18/2022, we will inform all owners in the next few weeks if there is an alternate solution. All owners will be notified by mail. Consumer Response /* (3000, 11, 2022/03/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have received a letter dated February 16, 2022 that is titled FINAL RECALL notice stating to remove wheel liners have establishment destroy them or send them in for 150 dollar payment. It says nothing about retaining wheel liners for an additional solution? I have uploaded the letter for your review? Are you staying Tiffin is attempting to find another solution, because that is not mentioned in your solution letter sent to all owners?

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since the purchase of my 2021 Tiffin Wayfarer 25 RW I have encounter numerous problems several before leaving the dealership. I have listed below the issues and have attached email correspondence for many of the items. It seems as one item gets fixed something else fails or the item that was fixed is broken again. At this time I would either like a replacement rv or a full refund as the rv is unusable at the time I am writing this. Here are a list of problems, most of which are noted in the emails attached. Molding loose around cabinets cabinet drawers loose open/hangin wiring under the rv back part of the rv body not attached shower stall loose floor delaminating Wall delaminating Leveling system does not work dining table came off wall headlight trim pieces fell off water leaking from ceiling (pics and video of this attached) water leaking from outside shower poor paint job with overspray on mud flaps and other body trim pieces house door latch sticks and sometimes does not work does not lock Mercedes engine issues, turbo not working and leaking exhaust fumes in the cab

  

  Business response

  03/31/2022

  Business Response /* (1000, 5, 2022/02/21) */ To properly respond to the consumer's complaint, we need a complete VIN of the RV. Thank you. Consumer Response /* (3000, 7, 2022/02/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Attached is the order form when I ordered this RV. The VIN is included Business Response /* (1000, 13, 2022/03/03) */ Thank you for providing the VIN number. We have this motorhome registered to ******* ******** and will add **** ******** to our system. At this time, we only see one repair visit to remedy a few of the items that you had noted on the complaint form. We were never afforded the opportunity to remedy the other items on your list. We are ready and willing to address the remaining concerns under the terms of our limited warranty. Please contact our Customer Service Department at (XXX) XXX-XXXX or ***************@tiffinmotorhomes.com. Please note any Mercedes Benz issues, including the engine, transmission, etc., need to be addressed by Mercedes Benz under the terms of their limited warranty. You can reach Mercedes Benz Customer Assistance Center at (XXX) XXX-XXXX. Consumer Response /* (3000, 15, 2022/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) If you read through the email chain I had sent this shows multiple items that had bee defective or broken since I took delivery of this unit in June 2021. I have set times for many items to be repaired and as noted the repairs on some have failed. There are new items breaking every use including the cabinets and leveling system. Mercedes did fix the issue with the turbo and noted that there had not been any gasket or screws holding the exhaust manifold in place which caused a fire in the engine burning the engine wire harness. As well Merceds and Tiffin have a list of recall items that need to be repaired, some of which where known when we took delivery which we had not been informed about. Please look at my request for remedies as those are the options I would consider. I would add if you can arrange for a warrantied repair service near me to repair these items noted including the recalls in a timely manner I would consider this as well. Business Response /* (4000, 18, 2022/03/08) */ Our Wayfarer Customer Service Team will contact you at the number you provided. Thank you. Consumer Response /* (3000, 20, 2022/03/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you and I returned their call, just waiting to hear back to discuss options. Business Response /* (4000, 22, 2022/03/10) */ Our Wayfarer Customer Service team advises they spoke to the customer Wednesday, 3/9/2022. The customer took the RV to Wakley's RV for the needed warranty repairs and Wayfarer Customer Service has been communicating with Wakley's RV regarding providing authorization and parts for the needed repairs. Consumer Response /* (3000, 24, 2022/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) correct I have been in contact with Tina and am waiting to hear the results for the repairs and will still need the recall items to be addressed. Business Response /* (4000, 26, 2022/03/14) */ All items are being handled under the terms of the limited warranty providing at time of purchase. Contact with the customer has been made as well as contact with the repair facility performing the repairs. Any further contact should be between the customer and the Wayfarer Customer Service team. Consumer Response /* (3000, 28, 2022/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) still waiting for a call back regarding the recall items to be repaired in a timely manner.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We special ordered a 32' Tiffin Allegro Motorhome in November, 2020 and took delivery in March 2021. Since that time the unit has been in the repair shop for extended periods of time for a multitude of complaints, which have not been resolved. We have only been able to use it one time for a short weekend trip, which revealed even more defects. It is now November. We just got it out of the shop again (it was taken in in August 2021) and it still has defects which have not been repaired. Now the backup camera goes on and off. The ABS braking system light is on which is a safety hazard. Slide-out came out while driving which we don't know if it is fixed yet (after numerous times in the shop for this issue). The side mirrors shake while moving, which is a safety hazard, which we complained about from day one. It has flaws in the paint job which we were told it would have to go back to the factory for repair at our expense, which would also add to the mileage. We have pictures of all of the defects. The defects mentioned are just a few of the issues. We have been sold a lemon and the manufacturer is not approving needed repairs.

  

  Business response

  01/24/2022

  Business Response /* (1000, 8, 2021/11/19) */ We apologize for any inconveniences experienced by the customer. As of today, we have authorized all the repair requests submitted to us by dealers. We are ready and willing to address all the warrantable items and if the customer is experiencing any difficulties in getting service, they are always welcome to have service performed at our Service Center in Red Bay, Alabama.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Tiffin Wayfarer 2 year ago. After using it a couple times I started having problems with my Murphy bed. It would not stay up while traveling down the road. The mechanism that holds it up is not strong enough. I had it at the *********** Port St Lucie and they tried to fix the problem it worked for awhile but after a week I have the same problem I think the Manufacturer should fix this problem

  

  Business response

  02/01/2022

  Business Response /* (1000, 11, 2021/12/06) */ We are currently working with the customer to remedy their concern with the Murphy bed. A Wayfarer representative has already been in contact with the customer to discuss.

*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. ↩