ComplaintsforMike Thompson's RV SuperStores

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ******** Z3610 from ************************* on January 29, 2024. I submitted my RV repair request on April 15, and ******** responded to my case number: 6278 and notified ***************************** after-sales repair service. On April 29, ***************************** after-sales service received my RV and confirmed that the repair was within the warranty period and would be completed on May 30. Then there was a long negotiation. I called ***************************** after-sales service staff many times and left voice messages, but no one answered or responded to my calls. I wrote emails and went to the door to inquire about the progress of the repair, but I was told that I was waiting for ********** repair parts to be shipped. However, I called ***************************** after-sales service staff again this morning on June 10, and no one answered and responded to my voice messages. At noon, I called ********, and the customer service told me that ************************* had just submitted my warranty request 2 hours ago today, and the case will be approved within ***** hours before the repair parts are sent. I would like to ask *************************, why didn't you do anything in the past 1 and a half months, why didn't you submit my warranty request? Why didn't you tell me the truth? ! Why didn't you let the case move forward in time? The service attitude and professionalism of a certain ************************* after-sales service staff are really unacceptable! Please give me a satisfactory answer from ***************************** senior management, I reserve the right to take further legal action!

  Business response

  06/24/2024

  MTRV is reaching out to the customer to update with status of repair. The goal is to complete repairs and to meet customers expectations.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My boyfriend and I bought a travel trailer from this rv store on November 2023. Finance person , ****, offered me a product to apply to my new travel trailer that I bought from them and I wasnt sure if it worth getting it. So he told me I could cancel if after investigating about what exactly it was and as long as the product wasnt put on my travel trailer. Been coming from LA to Colton and also calling trying to cancel and first they would tell me **** wasnt available, he was on vacation and all sort of excuses. Now ****** told me **** was gone and that I could not cancel this product. That I have to put it on my rv or loose my money because there is not way of canceling.

  Business response

  05/21/2024

  MTRV offers cancellation and a refund for this product if it has not been applied. Since the product has not been applied in this case, the customer is entitled to a refund. The refund process has been initiated, and the customer will be contacted shortly. We apologize for any misinformation previously provided.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  07/2023 We purchased a used 2018 Heartland Cyclone toy hauler for our family of eight to live in full time. Before we were allowed to pick up the unit, MTRV stated it needed a new furnace, so we waited about a week for it to be replaced. MTRV stated everything was in good shape and ready to go, so I went to pick it up.The first issue: MTRV misfiled the title. They did not list my financier on the lien holder position. My lender has requested it be changed or I face fines. My wife has called MTRV consistently for about six months, including on three way calls with the bank; and has been given a complete run around. Employees have been rude, and nothing has been done on their end to solve a simple paperwork issue.The second issue: Material defects 1. The unit we were sold has extensive water damage. There are pieces of the plywood sub-flooring that have had to be replaced, and upon removing the ruined pieces, theyre saturated with black mold. The water damage extends from the main bathroom, down the stairs, and to the slides. Our family is facing health issues as a result of the mold in our home. This is not a problem that will go away, it has to be remediated.2. Our very first trip out, the hydraulic ****** controlling the slides and the jack ****** stopped working, and as it turns out- never worked properly to begin with. Any professional that knows the ****** would know it was not up to par. MTRV denied any responsibility and refused to help. 3. The furnace that was supposedly replaced does not work. 4. The fireplace does not work. 5. The rear black tank does not work. The title issue should have been fixed the same day it was brought to the attention of MTRV finance department. They tried to make me fix it myself (not possible), and refuse to give updates on the status. The material defects need to be resolved in a manner we mutually agree upon- however MTRV has refused to be accountable thus far for their failure to disclose obvious defects.

  Business response

  02/06/2024

  MTRV has contacted customer and are currently working to resolve the subject matter.

  Customer response

  02/16/2024

   
  Complaint: 21181530
  
  I am rejecting this response because:

  MTRV has not taken a significant amount of initiative thus far to resolve the matter. Im still having to call them repeatedly for answers and they dont call when they promise. As of 2/16 the unit has been assessed and a significant amount of more damage was discovered by a mobile mechanic they sent out, including more dangerous mold and more extensive water damage. An email detailing our proposed resolution has been sent to *****. It reads as follows:

  Dear **** Thompson RV Superstores Representatives,
  
  Weve been working together thus far toward a resolution regarding major material defects in the 2018 Heartland Cyclone we purchased in August of 2023. 
  
  On Wednesday, February 14, *****, the mobile RV technician, came out to assess the unit. He discovered far more damage and mold than we initially knew about and brought to your attention as well as damage from rodents within the ductwork, walls, and other spaces. 
  
  Attached are the photos we have of the damage, captioned for clarity. ***** has yet at this time to send the photos he took. We understand that MTRV may want to see what he has as well; however we sincerely believe that seeing pictures from both parties only further solidifies the issues at hand. It seems to us as though this RV has been through a flood, or some major disaster. Whether deliberately, accidentally, or negligently, we were sold an RV that shouldnt have been on the market at a reputable dealership. 
  
  As such, we would like to propose the following resolution that works in everyones best interest:
  
  MTRV take back the Cyclone, and in exchange, we receive a different toy hauler that is adequate for our family, free of material defects. All paperwork such as work orders, complete history, and all like materials will be given with the unit. Any and all reviews and complaints will be revised to a positive resolution. The value of the replacement unit must be 110% or greater in value to the purchase price of the Cyclone, and working with our financial institutions instructions is imperative.
  
  Sincerely,
  The Cheek Family

   

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

  Business response

  03/07/2024

  We would like to amicably resolve the matter. It has been difficult in communicating with the client.
  We will try to contact the buyer one more time. 

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 30th, 2023 I purchased an ** out of their Colton, ** Location. When I purchased, a hired representative drove it to *****, ** to hand off to ** to drive across state line to go home to *********. When we arrived to receive the ** from the driver, it was early in the morning due to an accident on the highway so the driver was in a rush to leave. He left us quickly before we could do a proper walk around of the **. His wife was with him and he stated that she was hungry and angry. When we setup the ** for the first time we began to experience issues with the front AC unit. After about a week of this occurrence, it gave out entirely and we had to take it to our local **************** center. Upon inspection, they found that the front AC unit was totally damaged and a 'soft spot' was apparent on the roof indicating it had been in some sort of collision.I have driven this ** only three times. Once from ***** to my home, home to ** site and ** site to service center. At no time did I ever have a collision or incident that this could have occurred. I have been a ************************ worker with IBEW for over 10 years and carry a Class A CDL license and have never in my entire professional career had an incident with a vehicle and I certainly did not with this ** during the 3 times I drove it.Upon contacting the Colton ** center I purchased it from, they informed me that they do not conduct a thourough inspection of the **'s brought it from their main office in Santa Fe Springs, CA. I was directed to a ***************************- Assistant to the President. After emailing, and calling on several occasions to try to get some answers as to who damaged it prior to my purchase, I have had no luck. I am told by her assistant that she is either not in the office or 'in a small meeting'. She does not respond to my emails.I am not sure what I can do at this point. I have a brand new ** sitting at service dep. that I cant use while I go to work on storms. Thanks.-*******

  Business response

  07/31/2023

  After careful review it has been decided that this matter will need to be turned into an insurance claim.  Customer signed for the undamaged vehicle upon delivery and no issues were discovered during preparation of delivery. No external factors could have caused damage.

  Customer response

  08/07/2023

   
  Complaint: 20182659
  
  I am rejecting this response because:

  
  We did not damage the rv. There were several inconsistencies from the rv company from the beginning. 

  The Colton location where we purchased the rv from stated that they do not conduct an inspection prior to the sell because headquarters conducts inspection of the rvs before sending them out.

  We found that upon the delivery of the rv to ** at *****, **, that the delivery driver had not done a proper job in securing several things in our rv. We have photos of this. 

  Due to an accident on the highway that day, the driverwas very upset that he took his wife on a date to ***** to drop our rv off and it took a long time...11 hours to be exact. 

  We were on that road too and did not appreciate him ******* off at 1am without us being able to conduct a better check on the rv before he disappeared. Because he took off so quickly we did not feel we were able to do a proper check as we wanted to.

  I do not feel I should file an insurance claim to cover this because I didn't damage it the 3 times I hauled the 5th Wheel. My insurance will go up, and I will pay a deductible. I didn't damage this brand new 5th Wheel so why am.i being forced to pay to fix it? 

  The first time i hauled it was from *****, ** to my home in ***************.

  Second, from my home to **************** a few miles down the road. Then a few weeks later when the ** gave out, i hauled it from ****** AFB to the service center at the south end of town to camper world. Where it is still sitting. 

  Also, to mention, when the rv was delivered to ** in *****, ** by your driver, there was an error code on the **** flashing and the driver told us "dont worry about it." He was very pushy and rude and not helpful at all.

  After he rushed off, we contacted *** via text, from the Colton location whom we had met with earlier that day to inform her about how unhappy we were with delivery and also to inquire about the error code. 

  I have maintained a clean driving record with a class A license for for over 10 years. I am a Journeyman Lineman of the **** trade and have needed an rv for a long time to bring my wife on the road and not leave her alone at home. Also to get me out of hotel rooms. This incident with the rv has cost me unimaginable hardship and undue stress as well as my wife.

  My wife, who did not drive it, is a 100% DAV who served as a law enforcement officer and security police during her service time and has exceptional driving skills as well.

  At no time did we ever damage our rv, the 3 times we hauled it, or drive it into an object to be able to damage the ac unit on top and cause a "soft spot" in the roof as the service center reported to us is what is wrong with it. 

  I don't feel I am responsible for the damages and I believe this unit was either damaged before we purchased it or during delivery for that 11 hours the rv was not with us on our trek from Colton, CA to *****, ** to meet with the delivery driver.

  The routes I took are all open highway and there was never a situation where I hit anything. 

  I would like this company to replace our unit or fix the unit. This has caused me so much time away from work and now I have to leave my wife and family at home to travel for work again and live in a hotel situation while I am still paying the bill for this rv I didn't damage. 

  Your claim that I signed for an undamaged unit is simply not true and I feel like someone knew there was damage and pawned this off on me. If we can't come to a better understanding I will have to move forward. Hard working people being taken advantage of by rv companies. This is what happened to me and my family. This was supposed to be a happy time in my life and it's turned into a nightmare and I might lose my home because of it now. Please be responsible and do your due diligence.  We don't deserve this treatment. Companies take advantage of the little guy too much and I just want my 5th Wheel so I can travel and go back to work with my family at my side.

   

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

  Business response

  08/28/2023

  MTRV acknowledged the report of damage to the 2022 ******* High-country 5th wheel on 6/5/2023 sent via email from the customer. MTRV records indicate that the unit was delivered on 3/30/2023. We do not provide reimbursement for damages that were not appropriately documented during the delivery process.  Regrettably, the damage was reported 67 days after delivery.

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Problems prior to taking delivery - no generator - wrong color - ac in gerage has problems So this is what we get a trailer we didnt want and a hand full of problems Issues with trailer:1.Fuel pump 2.Water pump 3.Fridge 4.Freezer 5.Electrical in bedroom is backwards 6.GFI keeps tripping 7.Baseboards inside peeling off walls 8.Smoke alarms go off for no reason 9.Generator sounds like its gonna fly out 10. Toilet fills up with water for no reason

  Business response

  06/14/2023

  MTRV management worked with customer on resolving their RV issues.  Due to logistics of the customers location, MTRV had the manufacturer assist customer.  The no generator and color matters were discussed with customers before leaving with the unit.  The color scheme was ok'd as long as a generator would be installed when it arrived.  Customers agreed to the above.

  Customer response

  06/14/2023

   
  Complaint: 20119156
  
  I am rejecting this response because:

  1. unit is NOT fixed.
  2. Manufacturer has NOT seen unit.

  3. manufacturer has NOT fixed the unit.

  4. MTRV Executive ******* called 7 days ago and stated shed call back within 24hrs. weve left voicemails and messages with the receptionist and have yet to receive a call back to resolve any issues and come to a resolution.

  5.  We are very unsatisfied with the whole experience.

  6. Terrible customer service.

  7. Still cant use the unit we paid for.

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

  Business response

  07/06/2023

  MTRV service has reached out to customer and has agreed to servicing subject vehicle at the *** location on Monday, 7/10 and will return to customer upon completion of work.

• Initial Complaint

  05/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 31, 2023, we purchased a motor home from **** Thompson RV (MTRV). We were offered the following service contracts: Compass Extended Warranty, *** Road Hazard Tire and Wheel Protection, ******** Stolen Vehicle Recovery System, Protection Plus Warranty, and Secure Shield. We did not want them all but were told they came as a package. We had 30 days to cancel them. After our purchase we checked into the services and decided we did not want any of them. We called first and then switched to email, notifying them of our desire to cancel well within the 30 days. The Compass Extended Warranty was refunded with no problem. The *** was refunded on a greatly reduced "prorated" term, even though the contract clearly stated it would be paid in full if cancelled within 30 days. Nothing has happened with any of the rest. We have given MTRV months to resolve this. They have stopped responding altogether. Attached is the email chain we had with them, starting on February 14, 2023, a few days after our first call. We desire a full refund for each of the remaining contracts (Compass excluded), a total of $5388.00 as stated in the last email. Thank you for your help.

  Business response

  06/05/2023

  MTRV would like to resolve customers' requests.  We are requesting for the customer to contact our ************************ at ************.  They will be updated on customer's file so they can assist accordingly.  

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The awning of my ** was knocked off. After an appointment, I sent the ** to ******************************* store on February 26. The receptionist *********************** helped me make a record and left the ** there and told me to go back and wait for the quotation. He sent me a quotation by email on March 6th and I agreed that he would order accessories for me. He replied my email yesterday that the awning has been replaced and allowed me to pick it up. We went to pick up the ** and found that they replaced it with a different accessory. The main difference is that there is no outdoor speaker on the new awning. *** told me because most people dont like the speaker on the awning. And he refused to do anything about the issue also refused to let their supervisor know it. I asked him to take off the wrong part, he refused as well.I have not retrieved it even though my family has plans for a spring break trip, implore BBB to help me find a solution.

  Business response

  03/31/2023

  MT** has contacted customer in regards to matter.  Part has been re-ordered and customer agrees to take and use the ** returning for completion of work. 

  Customer response

  04/01/2023

   
  Complaint: 19864956
  
  I am rejecting this response because:

  Dear ***********************

  The truth is that my calls and emails went unanswered until I drove over an hour to their store and waited over four hours to pay in full to get my current RV with the wrong parts.  I have to agree with them on this solution if I want to not delay the family's spring break trip.  Waiting for accessories next and will have to pay more for this new accessory.  I don't know if the insurance company will pay for this new fee, they passed the responsibility on to the insurance company.
  

  So I cant agree with that close this case right now.

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

  Business response

  05/11/2023

  MTRV has ordered the required parts for the customers vehicle.  MTRV has been in contact with customer.

  Customer response

  05/12/2023

   
  Complaint: 19864956
  
  I am rejecting this response because:  my rv has not been repaired. They asked for more money but my insurance company has not agreed with it yet.
  
  Sincerely,
  
  *****************

  Business response

  05/15/2023

  Parts needed to complete repairs have been received and we are reaching out to customer to schedule priority service. This is what we agreed to do and what customer agreed too.  - MTRV - ******************************************* ******************

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a class A RV in Oct 2022 and we went through the walk through at the time of pick up. A light in the living room above the steps to go outside was missing. I questioned and the guy said they were out of those lights, which he said was uncommon to be out of stock, but when they get them in they will let me know. I was fine with that and they also made a note in their system that they owe us one. Also noticed a map light didnt work when I got home with the *** I thought they were supposed to check all the lights. Anyway its middle of March 2023 and I have made at least 4 phone calls to the ********** and to our finance person, ***, who kept promising a call back but nothing. I dont have the time to sit at the dealership and wait but may have to. I figure they have my money now so on to the next deal. I feel they havent crossed the finish line with me yet.

  Business response

  03/27/2023

  Our customer's satisfaction is very important to us. We have contacted the customer and will be supplying the light as he has requested. We are available to install item,but he asked we just supply part.
  Our goal is to have this completed in a short- timeframe.

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During the month of February 2022 my fifth wheel was taken in to **** Thompson RV of Colton to have the roof replaced through an insurance claim. The claim was approved, *************************** RV was paid over $12,000 and the roof was reinstalled. The awnings were also supposed to be replaced under the claim, money was paid for the labor and material however that was never done. Finishing that service it was found two of the ** units were now improperly functioning and other various parts on the rig had been removed, not related to the service and not been replaced. Over the course of the last nine months, the rig has gone in and out of their service center for these items and left there for weeks and sometimes months at a time with none of the service getting completed. I have gotten no response, no answers, and no plan from anyone in the service center regarding finishing my rig's maintenance.

  Business response

  01/29/2023

  Necessary information for order of Parts has now been received, and items have been ordered. We will share the *** of the parts as that becomes available and set an appt. for install upon receipt of parts. We have been in contact with the customer on the 19th and 24th and do expect to work with customer to complete the repairs.

  Business response

  01/29/2023

  Necessary information for order of Parts has now been received, and items have been ordered. We will share the *** of the parts as that becomes available and set an appt. for install upon receipt of parts. We have been in contact with the customer on the 19th and 24th and do expect to work with customer to complete the repairs.

• Initial Complaint

  12/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  *** *************************** RV sold me a dud, and instead of helping me problem solve, it's crickets *** Purchased a 2023 model camping van ******* Winnebago *****, 59PX) in July 2022. ->>> It's having major engine problems. I've just been told it's likely the cylinder heads cracked and the ****************** needs to do major engine work. Since purchasing the van I have not been able to use it as intended, which is to enjoy with my family taking weekend trips. The issue isnt really that the van's having issues, its how the management team at MTRV is handling the issue, lack thereof. I emailed a letter to the management team, heard nothing back for a week so I called. I spoke with sales manager, *****. He asked what the problem was, I explained... he had the audacity to respond back with "so what's the problem, it's under warranty"... Oh nothing... it's just 2023 van having major engine issues sitting in the shop for over a week not and this is the second time in the shop.

  Business response

  12/13/2022

  We have connected with customer in reference to matter. MTRV has provided customer with their Winnebago customer care contact to address his vehicle issue. Customer has MTRV contact information if needed moving forward.

*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. ↩