ComplaintsforHolland Motor Homes

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October of 23 I purchased a Renegade Verona VBH **. I had the Holland Motor Homes install the tow equipment on the ** and on the **** F150 that I would be towing. In June of 2024 my Tow Vehicle suffered a catastrophic failure of the transmission. On investigation the root cause of the problem was extremely poor wiring done by the technician on the **** F-150 to prepare it for towing. When the technician stripped the wire they took off ~75% of the copper at the connection. This subpar connection failed which stopped charging the battery on the Renegade causing the battery on the towed vehicle to run down. **** F150's with a dead battery will exit flat tow mode causing catastrophic damage to the transmission. $8500 later I asked the dealer to cover this cost based on their negligent wiring. I received no relief. Photos of the mistake have already been emailed to the dealer.

  Business response

  07/23/2024

  Good morning. After reviewing the complaint, it appears that the consumer was meaning to file a complaint against Holland Motorhomes and Bus Company ***********************************************. We are not associated with that business. Feel free to contact us if you have any questions or concerns. ************

  Thanks

  
  

• Initial Complaint

  07/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased a Newmar Super Star RV from Dealer, Dealer promised to install certain features in the vehicle. It was clearly detailed in writing as to their obligation both in the sales order and the final purchase agreement. Upon picking the vehicle up they did not perform the contractual agreement. We documented the "we owe you" document clearly stating their obligation to pay for an authorized Newmar dealership to install all necessary parts and cost for the repair. The device required is an exterior macerator system, $3,061.19 as per estimate. I have attempted to contact Holland RV sending numerous emails with the estimate to *********************** (finance), *************************** (service manager), ********* (regional sales manager), ***************************** and ********************************* (General Manager). None of them will respond and reimburse payment for the purchase agreement commitment. No less than six emails over a period of approximately 25 days have been answered. They are avoiding their obligation. Additionally, I incurred 4 hours of travel time, Diesel fuel of approximately $150.00 plus time to obtain the estimate for their review. Currently the vehicle is at ************** ******** for repair awaiting approval and reimbursement. Hollard RV is the classic "used car salesperson" approach, promise everything, take payment, and then disappear on their obligations. Thier dealership licenses should be subject to fines and disqualification as they clearly and intentionally are abusing the consumer rights and protection laws.

  Business response

  07/19/2023

  I am truly sorry that you see your overall experience in this way. Everyone from your salesperson, the out of state driver , the detail department, and everyone on the management team worked to meet your expectations, and without question we failed you at several points in the process. From the beginning when I met you during walk through and we had discovered that we were not thorough in describing the out of state delivery process to the handling of adding a macerator could have been handled better. But to throw water on entire process from head to tale isn't fair either. We accommodated you in regards to your time line, the additional equipment you requested at no expense of your own, and not to mention the time and attention you received from everyone. We do care and take pride in helping all of our customers, and since I met you I have made adjustments in the dealership to hopefully avoid any confusion on the Out of state process. And I just approved the additional ****** for your time and inconvenience for installing your macerator. Happy trails to you and your family. And I look forward to the opportunity to help you in the future.

• Initial Complaint

  04/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new Winnebago Micro Minnie 1808FBS Travel Trailer **** ***************** Purchased April 5th, 2023. On April 13th we picked up the trailer from Holland RV and did a walk thru and signed all the documents. Once we parked at our residence we opened everything up and got underneath the tailer and discovered part of the frame was broken and the Dexxer torsion bar suspension was covered in rust to the point of failure.

  Business response

  04/27/2023

  Thank you for your Winnebago purchase. Blue Compass RV aims to provide the best customer service possible and find resolutions that will make all involved happy.

  Dexter is offering an axle replacement and labor covered as a goodwill gesture. Winnebago, as a goodwill gesture, is offering to cover the costs of the power jacks to be replaced.

  Customer has picked up unit and is very thankful for the service that was provided to him.

  Customer response

  04/27/2023

  Actually it was I who contacted the Dexter Warranty Department and arranged for my own replacement with a company in Escondido.

  Also the undercarriage frame support bracket is still broken. Which Holland RV never fixed.

  As for the Jack Leveling system, nothing is on order and Holland RV is not telling us when we should get it fixed.

• Initial Complaint

  11/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Forest River Salem travel trailer in January 2022. When I went to pick it up, which they had 1 month to prepare the trailer before pickup, the pop out was broken and so was the stove. They told us to go ahead and take the trailer and they would research to find out what was wrong with the pop out and they would get approval to get parts for the stove and if they couldnt they would swap out a new stove out of another unit. Either was they would get it fixed for us. There was absolutely no follow up on their part. We called many times to find out what the status was on the answers to the issues and we got the same response each time, which was they were still waiting. They told us to make an appointment to bring back the trailer and thats what we did only to find out that they had not done any research and according to them the guy who worked on it before quit and they had no notes. It is now November 18th and we still do not have our trailer and it is not fixed. We have made payments and purchased a trailer for 10 months that we can not use. They do not return our phone calls so in order to get any updates we have to go down to the rv service center in person. We went about 3 weeks ago and we were told that they got approval to order a new stove and they could not pull one out of the other trailers like we were originally told they day we picked it up. We went again today to get an update and we were told that someone would call us back because they were out to lunch and of course no one called us back. We were told that buying from Holland was supposed to be a great thing with a great service center that catered to their own customers. It was all lies. They do not care one bit about us. They sold us a brand new broken trailer 10 months ago and have no sense of urgency to fix it. We have paid storage fees for a trailer that is not even being stored there and we bought a membership at ************* and paid $800 in HOA fees for the year and have no trailer to use. We deserve our trailer to be fixed and some type of compensation for the money this has cost us.

  Business response

  11/19/2022

  *****,

  I call you today, Saturday, to discuss your problems.  I am also going to send you a email so we can communicate.  Please respond to the email so I can help resolve your issues.

• Initial Complaint

  06/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 Joyco Travel Trailer at Holland in Santee. My daughter and her son are living in the trailer and only had a few days, when the Grey water tank started leaking. The grey water system does not drain from the regular grey water hose when the designated valve is open for draining the grey water. Thus, my daughter and her son have not been able to use water to shower, wash dishes, brush teeth... etc.,We have contacted **** the Manager on numerous occasions with only a few unpersonable, unsympathetic and disinterested attempts by **** to resolve the issue. We are insured and have a 1 year warranty through Holland, but they have made no attempts to contact us and set up a scheduled technician to come out and take care of the water leak, which can cause irreparable damage to other parts of the trailer if not taken care of, as well as being very big living inconvenience for my daughter and grandson without the use of water. I have emailed, called and contacted the ** Complete App affiliated with Holland RV Centers. I would like to have a professional ** technician come out to my daughter's residence (Trailer ** Park), and resolve this problem. We just purchased the Travel Trailer 2- 3 weeks ago and have been trying to resolve the Grey Water Leak issue from day 3 of physically obtaining the Trailer.If this issue is not positively, successfully and efficiently resolved we will have no other recourse than to *** Holland and or return the Trailer. I hope you can help us get this business to take our issue seriously and deal with our concerns honorably and responsibly, like a good business should. Thank you for your time in the matter. Sincerely,*************************

  Business response

  06/23/2022

  Last week we sent a technician out to assist the client with the dumping of his tanks.  He needed more instruction and I was advised the situation was resolved with the client present.  Unfortunately client did not throughly understand the systems on the unit because there were multiple dump values and client was not aware.

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Holland rv canceled my extended warranty without my permission. They were supposed to cancel my gap insurance but canceled the warranty instead.

  Business response

  05/05/2022

  ************ has spoken with our Finance Director, *******************.  It was acknowledged that Holland RV did have the wrong contract, Service Contract, cancelled in error.  His Gap policy is still active and we are taking steps to cancel that policy.  Because ************ financed his purchase, Holland RV was obligated, legally, to send the cancellation proceeds to his Lender to reduce his principal balance.  The same will happen with the Gap policy cancellation when we receive those funds if the loan is still active.  If ************ would like to have the Service Contract reinstated, he would have to arrange payment  to Holland RV and we will gladly reinstate the policy.  He can contract ******************* whenever he would like to begin that process.

  Customer response

  05/05/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  Easy care has fixed Holland rvs mistake. 
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  03/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started the service process for my RV on 12/8/2021 scheduling an appointment with Holland RV in **********, **. The appointment occurred on 1/24/22 to which i had to make arrangements to relocate as my RV is my home. I was without a home from 1/24/22-2/5/22 while my RV was being serviced. While in their possession, my coach was left unsecured on their property to which anyone could have accessed and they were disrespectful in the care of my property. The repair that was made was rushed and has since failed within 48 hrs. of picking up my coach. When i picked up my coach i received no paperwork or walk through of the work completed and was simply just handed my keys. I am still awaiting parts to complete repairs and have had very limited support/contact from the Service Manager ***. I have followed up, provided pictures, even measurements to assist the repair process but have not heard from anyone since 2/17... I need more support in resolving my issue as this service department has inconvenienced my family and I for over a month now. I wrote a detailed review on Yelp/Google which was actually the first email to the service advisor and manager on 2/5/22. I would like assistance resolving my repair, have my coach returned to me in the promised state, and paperwork documentation of the work completed.

  Business response

  03/11/2022

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

  Holland RV regrets your service repair has taken this long.  Our service manager, *******************, has advised me you were informed we have not received all the parts to complete ************.  Unfortunately, we have no control over parts availability which creates time gaps on repairs. Parts were order for ************ but came from different locations.  We are waiting on the slide motor currently which was on Back Order.  We have agreed to complete the repairs once all parts have been received.  I checked with the parts manager and the last part is in route from ************ and should be in San ****** next week.  Your service advisor or the service manager will be in touch with you once all parts to arrange for a date to complete ************.

• Initial Complaint

  02/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I need copies of my service repair reports for all services done at dealer and dealer refuses to give them to me. Called January 5, 6, 10, 12, 24, 25 and February 4. My service advisor name is ***** I've spoken to different people, secretary and advisors and they all say they will give me copies or email them to me, but don't do it.I filed a complaint to ****** of ********** Repair on 2/5/2022 Tracking Number *************.

  Business response

  02/09/2022

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

  I was advised our Service Manager, *********************, has provided you with copies of your work orders for your records.  We apologize it took your communication with BBB to get those copies to you.  You are welcome to contact me or ***** in the future if you have any issues with our performance.  

   

  Regards

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

  General Manager

  Customer response

  02/10/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution was satisfactory to me.  Business has performed this action and I consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  11/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  wish to re-open complaint #******** Holland RV remains uncooperative with another 3 weeks passed since they promised an update an resolution on open issues.

  Business response

  12/06/2021

  This response was sent to ************ in my absence last week.  This vehicle was out of warranty coverage and we ***** able to get the manufacturer to GOODWILL the repair but we had to wait for their approval.  Here is the email ************ received.  We 

   

  ************,
  
  I am responding to your email to ***************** regarding your Keystone Passport. *** is out of the office this week so I will take this over in his absence. My understanding is that Holland had submitted your claim some time ago but Keystone had denied this because the ** was beyond the warranty time frame. Holland had pursued this with Keystone and the outcome was that Keystone has agreed to approve the replacement of the entry door assembly under Manufacture Goodwill on November 29, 2021. Our parts department is working with Keystone now to obtain the entry door assembly. Hopefully, I can get you an estimated shipping date as early as this afternoon so you have the most current information. If you need to contact Keystone regarding this matter please refer them to their Pre-Authorization # PA02940324.
  Feel free to contact me direct at **************.
  
  ***********************
  Parts & Service Director
  Holland RV Centers
  San Marcos/***********/Santee
  ***********************************

  
  

  Customer response

  12/08/2021

  While i appreciate the "goodwill" nature of the major repair being offered by the manufacturer - I'm still troubled by the lack of attention on the broader issue of service at Holland.  this issue predates the door issue by many months and has led to our ** being in Holland's possession for a large percentage of our ownership. if this is an uncommon experience - then it seems clear our unit is uncommonly flawed. if this is par for the course, then perhaps the breakdown is with Holland as a service provider AND in addition, we do not see the value of owning this **.

  as an aside - we purchased an extended service warranty from Holland for the express purpose of never having to "worry" about the cost or time of repair to the ** should damage occur. it was also sold as a "premier service" package - which was indicated by the sales and finance team as assurance our rig would be fixed swiftly and potentially in a preferred position to non-premier service package owners. again, we paid extra to ensure we have maximum time with a fully functional ** to camp with our children. 

  Sadly, this flawed unit and poor service have contributed to missed time with our kids in the great outdoors that can never be reclaimed. 

  Business response

  12/14/2021

  *************************** & *****************

  Our Service Director, ***********************, has been in contact with you regarding the entry door and Couch upholstery.  We were able to have Keystone approve both repairs despite your RV being out of warranty.  Both repairs are being completed as "GOODWILL" repairs. An appointment was set with a sublet upholstery company to complete the last repair.  **** will contact you again when we get it back from that company.  We appreciate your patience and we are happy Keystone stepped up to approve ************.  **** will be in touch with you to arrange pickup next week.

  Customer response

  12/27/2021

  Im not sure what Im accepting or agreeing To here. I acknowledge receipt of my RV (finally) with long -overdue repairs finally complete. Im still disappointed with the lack of acceptance of any fault by Holland in this matter. 

• Initial Complaint

  09/08/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In fall of 2020, we bought a pre-owned ** from Holland RV in **********, **. We picked up the *** after leaving the ** there for three weeks after purchase so they could preform their inspection and do repairs on the "due ****" and to clean the unit. When we went to pick up the rv to our surprise nothing had been done. Nothing on the due **** had been done, the until had not been touched in the 3 weeks we left it there. We proceeded to sit with our family and wait 3 hours for a few repairs to be done to get on the road. We were told to bring it back after parts were in to get the rest of the items fixed. After 4 more trips in to get items fixed and getting the run around. They still have not ALL been fixed. Come to find out the unit also had a HUGE water leak on the slide when it rained. We were told this would also be fixed and still has yet to be addressed We have missed camping trips with our family due to it sitting on the lot for such long periods of time. A huge disappointment.

  Business response

  09/13/2021

  I received youremail detailing your concerns with repairs not completed by Holland RV San Marcoslocation.  I would like to arrange a timefor you to bring your ** into us to meet with myself and Service Director AlanBeekman.  During this meeting and reviewof your repairs concerns we will take a close look at the list you provided anddevelop a plan for these repairs.  Youradvisor will change and one of these Managers will handle your contact andupdate during this process.  I am open toyou bringing the ** to us on whatever day is convenient for you.  I hope to have your ** back to you as quicklyas possible based on parts availability. 

*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. ↩