Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my trailer in 2019 and from the beginning we have had issues. I purchased the extended warranty which included paint protection. I have taken the trailer to them 4 times for issues with the paint, the paint is still not resolved and I have now been told that they are done with me. Last time it was there I was called to pick it up because they were washing their hands of it. On three different occasions they were paid a total of $4810 and they issue is still not resolved. That money was paid from the warranty company. I want this fixed correctly. i have heard there are 3 other trailers that are having the same issue.

  Business Response

  Date: 10/16/2023

  Unfortunately, we have no control over the way the insurance company handles their claims.  ********************** was used by the previous owner of Manteca Trailer.  Our company was acquired by Blue Compass RV on 6/1//2022 & uses a different insurance company.  Both work the same, the customer files a claim directly with the insurance company.  

  Customer Answer

  Date: 10/22/2023

  I am rejecting this response because:

  1. 5/2022 claim was open for paint protection RO M1421 They had detailer apply Polyglow.  Extended warranty paid $1500.

  2. 9/2022 **** was returned for paint fading. RO M3365 They had detailer come out and do a paint correction with Polyglow. Extended warranty paid $2310. When unit was picked up pointed out to *** scratches that were not previously there

  3. 4/2023 Unit was returned for paint fading. RO M60219 was told detailers came out and stripped ******** and reapplied. Extended warranty paid $1000. A few days later unit was picked up on roadside of unit noticed spots were already started to fade notified *** and *** wrote on WO small spots are fading and he signed it.

  4. 6/2023 Unit was returned for paint fading. RO M7661 Rec'd call a call from *** that we needed to come and get our unit because the claim weas denied we needed to deal with the extended warranty company directly the reason being the claim being denied was that the product used was not Cilajet,

  Due to the fact that Manteca Trailer detailer did not use the correct product I feel that they should stand behind what they have done and make the trailer right. I have not been able to use my tailer as much as I have wanted to due to the all of the time that is has spent in the shop. Manteca Trailer has recd payment from the warranty company and should make this right.

  Business Response

  Date: 10/24/2023

  We are very sorry for the issues with ******************** paint fading.  First of all, Manteca trailer did not instruct the sublet detailer, ****'s Auto Detailing on which product to use.  Once the paint has faded or oxidized the professional detailing company used the products & techniques that they deemed necessary to correct the issue.  Manteca Trailer only provided the space for the detailer to perform his work. The new company which was acquired by Blue Compass RV. did not sell or manage this paint protection contract to *****************  It is true that Manteca Trailer was allowing the sublet repairs to take place on our lot as a good will gesture to the customers.  We are no longer providing that service so that we do not get stuck in the middle as exactly what is happening here.  The agreement for paint protection has always been a direct contract between the purchaser of the contract and the insurance company. Neither the old company Manteca Trailer nor the new company Blue Compass RV are responsible to pay for additional repairs.

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 18 2022 Paid ****** for a new travel trailer.The rv has been in the shop for 62 days for repairs and this is a brand new Trailer.Was texted by the service a couple days ago and said it would be 4 to 6 more week for parts.We want them to buy it back. It has way too many problems.I am afraid to even tow is because I have a strong feeling it is going to malfunction in tow and cause an accident.Serial # *****************

  Business Response

  Date: 05/12/2023

  Unit arrived to shop on 3/21/2023.  Repair order M5820 written for six items on 3/21/2023. Repairs consisted of  outdoor kitchen sink  leak, master bedroom door track coming loose, master bed latch failed, shower leaks at corners, bathroom counter top is cracking, front decals are pealing.  The unit went into the shop on 3/21/23 & was completed on 3/23/23.  Request for authorization with photo support was submitted to thee manufacture on 3/28/23.  Request from manufacture for additional sent 3/28/23.  Work authorized on 4/5/23. parts ordered on 4/5/23.  parts received on 5/11/23.  unit is back in shop to complete repairs on 5/12/23.  The repairs that were not completed consisted of installing a new bathroom counter top & replacing damaged wood trim from the leaks.  The process at Manteca Trailer is that all work possible is completed & the customer takes the ******************** & uses it until parts come in since we do not have room to store units while waiting on parts. This customer agreed to these terms & signed a disclaimer stating this process in detail.  The customer was asked to pick up his unit per the agreement but refused to do so because he lives 2 hours away.  in addition, he was sent a text message asking him to pick up his unit since it was in usable condition & no further work could be performed until parts came in.  He again refused & called & spoke with the Service manager who agreed to make a one time  exception & allow the unit to stay until the parts arrived.  Again, parts were just received on 5/11/23 & the unit is scheduled back in the shop on 5/12/23.  there are no safety issues noted that would in any way cause this trailer to be unsafe to tow.

  Customer Answer

  Date: 05/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:04/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a trailer new with a warranty. Before this last visit, the trailer had been to them approximately 2 times before for some of the same issues. Its been an ongoing problem that has never been fixed. This last warranty visit was on February 1st 2022, we dropped the trailer off at Manteca Trailer. About 2 weeks later on the 15th of February, we were told we had to pick it back up as there were parts that had to be ordered and not knowing a timeline of when they will come in, there was no room for it to stay there. After we picked it up, we did not hear from Manteca Trailer, or Jethro (person assigned to us) again. I followed up with ****** via text on July 12th, he responded on the 13th saying he was looking into the parts. I never heard back after that. On 10-31-22, I left a message on the voicemail of the service department, *************************. On November 1, 2022, I sent a text to ******, I never heard back from either one. On 2-27-23, I called Manteca Trailer and asked for ******'s manager as I felt I had given sufficient time, it was a year after it had been to their lot and sent back, I was given *********************** voicemail. I left a message. He called back and I also spoke with ******. The manager assured me he was going to get with ****** and find out whats going on. ****** was going to look into everything and email warranty then get back to me. After that day, never heard back from either one of them. On 3-10-23, I left a voicemail for *****************. On 3-14-23, I left a voicemail for ******. Have never heard back. I don't know what else to do.

  Business Response

  Date: 04/17/2023

  We are looking into the complaints from the customer.  Unfortunately, we have no accss to warranty authorization priopr to June 3rd 20022.  the company was sold at that point so we have a request to this customer's manufacture to

  see what was authorized.  we will call this customer with an update.

   

  Customer Answer

  Date: 04/17/2023

  I am rejecting this response because: We have been told that we will be contacted numerous times with nothing back and no actions. I record all calls for record keeping purposes, so I have every communication recorded with them. I have the texts also. After we had to pick ** our trailer in February of 2022 and received nothing else, when we followed ** in months after nothing was communicated about a sale of the business and having to go back to the manufacturer. This is the worst customer service and communication we have seen. We bought this trailer new and can't even enjoy the outdoors as we love to do, the walls are bubbled out throughout, the trailer has tape everywhere from the last time it was at their lot since it was supposed to go back (we were told to leave it as is). I submitted Manteca Trailer's own job tag with the list of issues. We just want it fixed and right like it was supposed to be done. Tired of all the run-a-round, excuses, and, "well contact you" I have heard that for over a year now. 
  

  Business Response

  Date: 07/10/2023

  I called ************ & informed him that the trailer manufacturer declined to cover the wall repairs.  Because of the time it took to get this information back, I agreed to goodwill the wall repairs for him.

• Initial Complaint

  Date:07/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a 2008 Class A diesel pusher from Manteca ************************************************ For an additional $10,000, we included in the purchase a 24 month warranty. The Due Bill specifically listed repair the dash **, fix the leveling system, and cut down the king *** platform to a queen size platform. The *** was resized from a king to a queen. However, in the process the ***room window was broken. The dealership verbally took responsibility to replace the window. The wrong window was installed two times before they finally had the correct dual-pane egress window. The dealership service department referred us to two specialty shops for the dash **, neither of which worked on diesel engine motorcoaches. Even though the ** repair was listed on the Due Bill, it took until May of 2022 to get them to agree to repair it and we wound up having to pay the dealership's difference of $485.00. The hydraulic levelers do not support and level the motorhome. The ** has been in for leveling system repairs at least 5 times with a different resolution each time. Again, the leveling system work was charged to our warranty even though it was on the Due Bill. We feel that we have been totally ripped off by Manteca Trailer and that they are "waiting out" our $10,000 warranty. During this time, I wound up in a coma and my wife had to pay someone to drive the ** to Manteca Trailer more than once to be "analyzed"

  Business Response

  Date: 12/20/2022

  The original complaint for the leveling system was a rear **** leaking 1/30/21.  The **** was no longer available & had to be sent out & rebuilt. Manteca trailer paid for this repair $1570.08

  The original complaint for the ac system was that air was only coming out of the defrost vents 1/30/201.  This repair was subleted to ***** Truck. They corrected an issue with a blend door actuator & fixed this problem. Manteca Trailer paid for this repair $230.00

  The customer returned with a 2nd leveling issue 3/31/22, this time the complaint was that the leveling ****s were taking a long time toextend & retract. The hydraulic pump manifold & tank were replaced. Since it was not the same issue as the leaking ****, extended warranty paid $4627.24 Manteca Trailer paid for his deductible

  Customer returned for 3rd leveling system issue 04/21/22, this complaint was that teh front right **** was dropping a couple of inches when driving.  A complete hydraulic pressure test was performed with no issues found & the unit was test driven & unable to duplicate the issue. The customer was not charged 

  The 2nd ac issue was relayed on the same repair order 04/21/22. This ac complaint was that the system was now not blowing cold air. 

  The customer moved to ********* & had a local shop diagnose & repair the ac system. The work was performed at *************** & ************* where they replaced the ac compressor, ac drier, expansion block & recharged the system.  This bill was paid by Manteca Trailer for $2622.72.

  After the bill was paid an additional bill was sent by the customer for an additionl $484.45 for replacement of the high ac line. This bill was declined by MantecaTrailer & Motorhome.

   

  The customer is correct when stating that he had a window issue, after 3 failed attempts from the Manufacture, Manteca Trailer had a window custom made to fit the coach.  In addition, the **** had to be rebuilt since a new one was not available.

  Manteca Trailer fulfulled it's obligaton & then some to help this customer.  unfortunately, parts are getting very tough to find for this coach.