Complaints

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April 2024, my wife and I purchased a 21 Riverstone 391 from Lazy Days in Tampa, **. The ** cost $69,000, and we added a $7,000 extended warranty, bringing the total to $88,000 after all the other recommended warranties and coverage. We were assured this warranty would cover potential repairs, including "normal wear and tear," and help maintain the **s resale value. After obtaining repair quotes for normal wear and tear, we discovered none of the repairs are covered under the extended warranty. This contradicts the Lazy Days salesperson's statement: "If you punch a hole in the wall, thats not covered, but normal wear and tear is." We were not given a detailed explanation or exclusions at the time of purchase, leaving us misinformed about the warrantys actual scope. Lazy Days refuses to purchase the ** unless repairs are completed and will not buy if we are upside down on the loan. These conditions were never disclosed during the sales process. We were led to believe reselling to Lazy Days would be a straightforward process, that has not been the case. We were living in the ** with our three children while my wife worked as a travel nurse. Due to a family illness and relocation, we recently moved into a rental home, adding significant expenses. Now we are unable to afford the ** loan, insurance, repair costs, and rental expenses simultaneously, putting our financial stability and credit at risk. The ** is currently at ***************, ** location, which is being sold and will soon operate under new management. The uncertainty about this transition, combined with freezing temperatures that could cause further damage to the **, makes resolving this issue even more urgent. We feel misled about the extended warrantys validity and resale assurances, which have left us in an impossible financial and logistical situation. Investigate the warranty denial and work with the provider to approve the claims, or purchase the ** as-is or help cover repair costs for resale.

  Business response

  12/20/2024

  Thank you for bringing this to our attention. We reached out to both our ******* dealership and our dealership at **************, where the Unit is currently at. The Service Manager of our Council Bluffs dealership, Mr. ******* ******,advised that they put further repairs to this Unit on hold at the customers request, because they were informed that they wanted to sell it, and therefore did not want to invest any more money into repairs. There is still some insurance and retail work that needs to be done, as well as a few small items that the extended warranty will cover, but they are very minimal.  ********* reached out to the customer again this week, who gave permission to go ahead with the items that their extended warranty is going to cover.  There are a handful of other things that need more diagnosis before the dealership will know if those items will be covered under the extended warranty, however, the customer declined going any further with diagnosis. 
  Lazydays offer no warranties for any of the Units we sell, either used or new, and have no input to the approval or denial of extended warranty claims. Additionally, after doing a walkthrough of the Unit, and before purchasing it, the customer signed an As Is Dealer Warranty Disclaimer, which is attached to this response along with the copies of the warranties that the customer signed.
  At this time, ********************** are not purchasing any used Units, but the dealership is willing to assist the customer with any diagnosis or repairs they would like them to perform. If the customer wishes to discuss this further they are best served contacting Mr. ******* ****** at ***************************************  or by phone: **************.
  Thank you for being a Lazydays customer and we hope to continue serving you in the future.

  Customer response

  12/20/2024

   
  Complaint: 22687098
  

  I am rejecting Lazydays' response as it fails to address the core issues of this complaint. Below are my reasons for rejection and a brief rebuttal to their claims:
  
  1. Misrepresentation of Extended Warranty
  Lazydays sold us an extended warranty under the impression it would provide comprehensive coverage for our vehicle. Their sales associate misrepresented the warrantys limitations, which is a direct result of poor training on their part.
  Florida Statute 501.976(6) requires dealers to fully and conspicuously disclose all warranty terms, obligations, and limitations, which was not done in this case.
  Lazydays defense that the warranty is third-party does not absolve them of responsibility, as they facilitated the sale of this product and set the expectations during the transaction.
  
  2. Lack of Timely Repairs
  We requested repairs for window issues within 30 days of purchase, which were ignored and never addressed by Lazydays Corporate or their dealership staff.
  While Lazydays states we halted further diagnostics, this was due to their poor communication and unwillingness to address issues promptly. This delay left us with unresolved problems covered under the extended warranty.
  
  3. Misuse of "As Is" Disclaimer
  Lazydays is relying on the "As Is" disclaimer to shield themselves from accountability. This is misleading and does not negate their obligation to:
  Disclose all known issues with the unit at the time of sale, window latches and the faulty back door lock were not noted.
  Address misrepresentations made during the sales process.
  The disclaimer cannot be used as a blanket excuse to avoid responsibility, especially when issues arose shortly after the sale and were met with inadequate support.
  
  4. Misrepresentation of Buy-Back Policy
  We were also misled about Lazydays' willingness to buy back the vehicle. We were never told of a time where Lazydays halts purchasing and now we are stuck in a situation where it would need to be transported to another location with a seperate company on our dime. This is not an acceptable or honest business practice.
  
  Requested Resolution:
  A commitment from Lazydays to complete all outstanding repairs covered by the extended warranty without further delays.
  Cover shipping costs for items. (oddly not under warranty as well)
  A review of Lazydays' practices to ensure customers receive honest, transparent communication about warranty products in the future.
  Discussions on a buy back option directly from Lazydays or pay for a transport to another location that offers to buy it.
  
  
  I am open to working with Lazydays to resolve this fairly, but their current response does not adequately address their role in this situation. I request further review of this matter.
  Thank you for your time and assistance.
  
  Sincerely,
  ***** ********

  Business response

  12/27/2024

  Thank you for reaching out to us again. The dealership has advised that warranty is covering some issues that the customer is having, and those repairs are completed and the Unit is ready for pickup. However, they cannot commit to repairing anything further without being allowed diagnosis.

  As previously advised, the dealership's Service Manager is the person with the most knowledge of this Unit and its repairs, and so we recommend reaching out to him to try and resolve any outstanding repairs.

  Thank you.

• Initial Complaint

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 7, 2021, I, ******* **** purchased and financed a 2017 Prime Time Sanibel 3801 Fifth Wheel vehicle identification number ***************** from Lazydays RV of Tampa, for $72,934.00. Lazydays delayed the delivery date by 8 weeks due to detailing and mother board issues. The Fifth Wheel was delivered in a filthy condition. The mother board showed the black tanks (septic system) were 80% full of solid human waste. This caused the shower and the clothes washer drains to overflow with human wastewater. Lazydays Delivery Advisor ***** ********** sent service techs twice who failed to resolve the issue but charged *** **** $525.00 in service fees. The service contract states *** **** is responsible for the first $100.00 with all remaining costs are to be paid by Lazydays, who owe *** **** $325.00. I repeatedly called, left numerous voicemails and texted *** **********, who stopped responding and failed to resolve anything. I cleared the septic tanks at a cost of $500.00. There are holes in the roof causing water to saturate and damage the inner roof. Two exterior slide-out awnings are missing. No owners manual was ever provided. The air conditioning units never cooled the Fifth Wheel. Lazydays failure to fix anything, caused me to replace one a/c unit for a cost of $1,825.29 plus $300.00 installation labor. Lazydays agreed to reimburse $2,125.29 but never paid. The other unit also needs to be replaced for an additional $2,125.29. The ceiling fans also had to be replaced at a cost of $600.00. The furnace units did not work and had to be replaced at a cost of $1,800.00 plus $700.00 installation labor. The stove burners do not work to heat anything. Repair cost was $450.00. All of these issues were reported and covered under the 30-*********** Warranty but Lazydays failed to honor their warranty and provide proper customer service. I have pictures, receipts and copies of texts as proof.I am asking for an award of $10,000.00 in damages.

  Business response

  11/23/2024

  Thank you for bringing these issues to our attention. We reached out to the management of our ******* dealership who informed us that *** **** purchased his used 2017 Unit in 2021.  According to the deal, *** **** opted not to purchase an extended warranty that might have covered these issues and concerns.The delivery was delayed because the Unit needed parts that were not available and had to be built in.  His Advisor ***** ********** has not worked at Lazydays in over 2 years, however, according to our internal records *** **** was in discussions about all these issues with our delivery manager, *** ****** in May of 2022, when he was informed that since the Unit was sold as a used Unit the slide toppers would not be considered. *** **** advised *** ***** that he had already resolved the issues with the manuals, but *** ***** said that he could provide one if he would let him know the make/model/serial number. *** **** responded that he would have his wife reach back out. To date, neither *** or Mrs. **** have contacted the dealership since, and it has now been almost 3 years. Therefore, the dealership cannot participate, nor can they do anything about the concerns listed due to *** ***** inability to return within their 30-day limited warranty period, or at all.

  Customer response

  12/05/2024

   
  Complaint: 22566093
  
  I am rejecting this response because:

  I'm enforcing the 30 *********** Warranty in which texts and voice communications were sent within 30 days of delivery and received by Lazydays service department.  The attempted repairs did not fix the problems into working conditions as stated in the warranty..  Lazydays service department and management made several promises via text and telephone to fix everything but never lived up to their warranty.
  
  Sincerely,
  
  ******* ****

  Business response

  12/09/2024

  Thank you for reaching out again. We sent the rejection to the dealership for their acknowledgment, however, due to the significant amount of time that has passed we are unable to accommodate the request. There is nothing that our department can do to enforce any payment from the dealership, and those involved are no longer with the company. For the dealership to honor any warranty, or redo any repairs, the Unit would have to have been brought back within the 30 day window, it has now been almost 3 years. If Mr. **** feels otherwise, he is welcome to reach out to the dealership and discuss this directly with them.

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a extended warranty and paid $4200.00 for it. Took vehicle to repair shop and was told I have no coverage. ***************** says the policy was cancelled as soon as it was take out. No response from Lazydays after 2 days of calling. The Lazydays where I purchased it was closed a couple weeks after I purchased the vehicle.

  Business response

  10/27/2024

  Thank you for making us aware of the issue you had regarding the extended service plan you purchased for your 2015 Newmar Mountain Aire. We reached out to the General Manager over all of our dealerships for more information regarding this. He advised that your USA Travelcare Warranty was active on July 31st.  After purchasing a warranty, there is a waiting period, so if you went for repairs before July 31st, it may have shown not active, but it is fully active at the moment.  Additionally, you are correct in that our Texas dealership has closed. However, you may use your warranty at any dealership that accepts the warranty and services Newmar/ Winnebago Units, it is not limited to a Lazydays dealership. Please contact the administrator of the warranty for another location near you.

  We thank you for being a Lazydays customer and hope to continue serving you at one of our other dealerships nationwide.

  Customer response

  10/29/2024

   
  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

  10/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We bought a new 2024 ************ camper from ********* dealership. We are building a house and was going to be living in it during construction. We brought it home and it rain the next day. It leaked severely through both sun lights into the ceiling. We took it back for repair. They placed our camper back on the lot thinking it was a brand new unit. We called and called about the camper repair. Finally, they figured out they had not even started the repair. After 3 months we got the camper back and the next rain it leaked again. We went back to LD to just see if this camper was a "Lemon" and if there were any options. The Sales Manager at the time explained that all new campers have these types of issue and we just needed to go home and deal with it. Over the next few months we kept sending pictures and got nothing. we call ************ and spoke to the warrantee department. They gave us a claim/ticket number and they seemed to wanting to help with the repairs. We went back into the sales office asking about option for a different camper. Note: Our camper is already showing signs of mold. My husband is fighting Pancreatic cancer and doesn't need to be around the mold. We have been talking with the ** through text and he will not call us. They did try to get us in a new unit however that would mean for us to take another depreciation hit, have a higher interest rate and higher payment. We do not want a new unit. We are in so much trouble with our loan and the value of our camper now it is terrible. Our major problem is we where sold a faulty camper got terrible service and now we are hung. The last message we got said we have 2 options. Wait for ************ to see if they are going to Warrantee the work or come get the camper. They are taking zero responsibility. The complete service department from that time were all fired. The Sales manager during that time was also fired. Our sales person (witness to all) is no longer there either.

  Business response

  10/30/2024

  Thank you for making us aware of the issues you have been having at our Lazydays of ********* at ************ dealership. We reached out to the General Manager of the dealership, Mr. ***** ******, and he informed us that he has been communicating with the manufacturer of the ******************* to get approval for the issues you have experienced. Currently, he has been able to get almost all the parts and labor approved by them, and the parts have been ordered. Mr. ****** said that he is going to cover the cost of the 2 remaining parts and their labor, and that as soon as he has an *** on the parts delivery, the dealership will contact you to provide an update.
  We apologize for the delays and hope that this will be resolved very soon. If you have any questions or concerns, please feel free to contact ********* at ********************************************************
  We thank you for your continued patience and hope to continue serving you.

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good evening,I'm the owner of the above referenced motorhome. We ordered this 2021 motorhome from ********* Dealership in ********* ********* say we have had nothing but problems with this coach, would be an understatement. Numerous trips to the service center at the dealership, because there aren't any dealerships willing to work on a rig they didn't *******'s now 2024, and things haven't gotten any better. I have had this unit's ******* refrigerator in for service at LEAST 4 times. It consistently will not remain cold. And of course, the service center states that they can't find anything wrong with it. Why would I take time off of work, drive over an hour to the dealership, if there wasn't a problem with the refrigerator? If you look back at my service records over the past 3 years, you will see that there have been a pleather of issues, that took multiple trips to the dealership to be resolved.I am at my ***** end with this. After all of the issues, just replace the refigerator! My rig has been in ******** ********** for over 2 weeks. I have not received an update, but it's not for lack of trying. For over a week I've left message after message, only to go ignored.The last correspondence I received stated that my service advisor would be out of the office for the foreseeable future and to call the dealership of I had any questions. Seriously? All I have at this point are questions. What's the status of my unit that you've had for over two weeks? I would appreciate some assistance in this matter.Thank you,***** & ****** ******

  Business response

  10/28/2024

  Thank you for bringing this to our attention. We apologize for the lack of communication from the dealership and reached out to them for an explanation, and update on your Unit. The General Manager, ******* ****, advised that the dealership spoke with you last week, on 10/23/24, and informed you that your Unit was ready for pick up. The dealership has found the fridge to have no issues and is working as designed. The dealerships shop ******* is personally going  to go over the Unit with you when you arrive to pick it up.  If you have any questions or concerns,please feel free to reach out to Mr. **** by phone at: ************** or by email at ************************************************************************. 
  We thank you for your business and hope to continue serving you in the future.

• Initial Complaint

  09/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Me and my husband just purchased a used rv from the lazy days in ******* . I communicated back and forth with my sales *** by text and phone . I made it very clear by text that I was not purchasing another dryer and would like one thrown in to seal the deal and the sales *** said they would and never disclosed a fee . Well to my horror they did charge me for a dryer and charged me double on the cost . I want what I was promised in negotiating a dryer thrown in , not at my expense theirs . They will tell you anything you want to hear and then try to stick it to you in the end . Very unprofessional.

  Business response

  09/15/2024

  Thank you for bringing this to our attention. We have spoken with the Sales Manager, ***** **********, as well as the ****************** Manager, ***** ******. They advised that Ms. ******* is cancelling all of their back end add-ons. He had originally offered to work with Ms. ******* on the dryer cost, if they were going to keep the warranties. ***** has spoken with Ms. ******* and sent her warranty cancellation forms at her request. Mr. ********** said that the docs reflect the $1500 for the washer/dryer.

  We thank Ms. ******* for being a Lazydays customer and hope to continue serving her in the future.

   

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 5th wheel brand new in April. The fridge did not work on the first weekend we took the camper out. I reached out to the 5th wheel manufacturer and they have been very helpful. I took the camper to lazy days for the fridge repair. They had the camper for exactly a month and said the fridge had a loose wire and it was fixed. We took the camper out 1 month later and the fridge did not work again. I had to throw all of our food away for the second time. I took the camper back and it was two weeks before they looked at it and I had to call for an update, communication is subpar to say the least. I had to call again a week later and found out they ordered a new fridge but it was 4-6 weeks out. Roughly two weeks later the 5th wheel manufacture called lazy days and asked them to take a fridge out of a new unit and they would replace it plus compensate them. Lazy days refused. I had a trip planned so I had to pick up the unit with no resolution and will have to use coolers on my trip. Lazy days only cares about selling units and does not care about customers who just purchased a unit, even if its brand new. Communication and customer service is the worst Ive seen.

  Business response

  08/31/2024

  Thank you for bringing this to our attention, this is unfortunate to hear and Lazydays does everything to expedite warranty repairs within our control, so that customers can enjoy their purchase. Communication is key and we did have a stagnant period when the advisor was out due to illness. Our Service Manager, *************************, had been in contact with ******************** and the manufacturer, East-to-West, (a division of Forest River), in order to expedite the refrigerator replacement and/or make arrangements so the Ridgeways could enjoy their Unit, until we receive the new one. We searched local vendors that might have a 12-Volt 10.7 cubic foot Everchill or equivalent, but our sources would have to special order any of them too. *Note: If we had chosen that option, Forest River would not warranty the third-party refrigerator.

  We offered to remove the bad refrigerator and loan out a smaller refrigerator for their planned trip, but ******************** chose to leave the bad one in the ** when he took the Unit on 27 August, 2024. ****************** called his East-to-West representative, to ask him who he talked to at Lazydays when they inquired about removing a refrigerator from an inventory (unsold) unit. The representative, *****, stated he did not talk to anyone at Lazydays, and knows that we can't remove a refrigerator from an inventory unit. ****************** also explained that to ******************** (that we can't take one from our inventory). The refrigerator has a 4-6 week lead time, with no definite arrival date , but we plan to call ******************** as soon as it arrives to install it in his Unit.  We apologize for the delays, but Lazydays are not in control of the shipping from the manufacturer, or of its vendors.  

  If ******************** needs any further assistance, he may reach out directly to ****************** at ********************************* or Ph **************

  Lazydays appreciates ************************ business and hope to continue serving him in the future. 

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2023 Compass B+ RV TW on January 26, 2023 and listed things that needed to be fixed, some of which have not been completed as of today. The rv was brought back in June 27th and left until July 28th to have the dealer continue to work on warranty issues that had not been completed before we took the rv. A large number of issues remained and we were able to schedule the rv in for October but the appointment was lost so we accepted the next available date of December 26, 2023 in order to complete warranty items within the year. The rv remained at the dealer until approx March 26, 2023. Not all items had been completed so we took the rv for an April trip with the understanding that when we returned we would bring it to the dealership on May 3, 2024. The service department agreed to begin work within a week of this return date. The rv remains at the dealership to the date I am writing this report, August 23, 2024, over three and one-half months since we delivered it. Summer is over and kids are back in school. I was asked during the last inquiry if we would like to take it out temporarily for use and then return. I declined because it would end up being at the end of the line when we returned and starting the whole process over again. Each delay is excused by people leaving, the work being shifted to someone else, etc. When someone does leave no one steps into his/her place, so the fact that the rv is at the dealership has been forgotten in several instances. When we get a new service person, promises are made and the whole process begins again. There is no accountability within the organization.

  Business response

  08/28/2024

  Thank you for bringing these concerns to our attention. We apologize for the inconvenience to **************. We have reached out to our dealership at Lazydays of Denver at ********* and been informed that their *********************** Advisor spoke with ************** yesterday morning, as well as the General Manager, *********************.  The service advisor went over everything with ************** to make sure that the work order they have follows the reported issues.  At this time, the dealership has placed a priority on the parts order and approval process, and as soon as the parts arrive the dealership will also make *************** a priority to complete the repairs.
  
  We thank ************** for his patience and hope to continue serving him in the future.  Should ************** need anything further, he may reach back out directly to the service advisor at ***************************************************,or by phone at **************.

  Customer response

  08/28/2024

   
  Complaint: 22187338
  
  I am rejecting this response because: 

  Lazydays's letter really doesn't address the problem. The can was just kicked down the street a little farther. Many promises have been made and dates established without being kept. An apology for the inconvenience does not come close to recognizing the frustration caused and the substantial loss of using the *** The summer is over with kids back in school. The camping season of 2024 is a complete and total loss because of Lazydays.

  In their response to you it sounded like ********************* had spoken to me, but he has not. I did speak with ******* yesterday morning and what I learned I sent in an email to *********************, ***********************, ***********************, ********************************* and two people from ********** Coach. As of the writing of this response to BBB I have not heard a word from anyone at Lazydays. 

  Here is a copy of my email to Lazydays dated 8/26/24:
  
  Good afternoon Lazydays and Thor,
  
  We are in the middle of an absolute nightmare trying to get our final warranty work completed at the Lazydays of Loveland/Johnstown dealership. We bought our 2023 Compass 23TW on January 26, 2023. Lazydays was more than happy to sell us a new motorhome. We were excited and looking forward to years of enjoyment. We are no longer excited, but in misery trying to get our final warranty work done and wishing Lazydays would just buy it back so we can get on with our lives of travel in hotels and leave the ** life behind us. We have been completely soured by your dealership.
  
  
  At this point we wont pursue all the time the ** was in the service department in 2023 and just begin with this last ordeal. We originally had an appointment in October to bring it in for the final warranty work just to find out that the appointment had been lost. We were given an appointment on December 26, 2023.
  
  
  We made it clear in December that we needed the Compass for a trip in April and we were told it should be completed by then. When it wasnt, we took the ** the end of March for our trip with the assurance that when it was returned we would go back to first-in-line and the work would begin immediatelythat was May 3rd. 
  
  
  As of today, August 27, 2024, per a conversation with *******, this is what we know about the attached work order. The numbers we mention here are a reference to that work order.
  
  
  1. Weve been told this has been completed. We have not seen the ** to verify this information.
  
  2. We were told that no one knows how to update the BMPro System and the service department doesn't know what to do about it.
  
  3 & 4 go together. There is a note from 2/1/24 that in taking the counter top off the technician caused damage to the drain and wallpaper and parts needed to be ordered to repair the damaged. As of today those parts have not been ordered.
  
  5. Weve been told this has been completed. We have not seen the ** to verify this information.
  
  6. Weve been told this has been completed. We have not seen the ** to verify this information.
  
  7. When we bought the ** the bra was already damaged and we have been told since then that it would be replaced. Today we were told there is no one in the body shop to do the work and no idea when or if it will be completed at all. We repeat - weve been trying to get this taken care of since January 26, 2023!
  
  8. Has not been looked at or addressed since December.
  
  9. Has not been looked at or addressed since December.
  
  We hope our frustration is evident and understandable. We have lost time in our motor home and now the summer is gone and kids are back in school. There has been no mention of compensation for our loss. All we hear is that it will be done on a date and when that date arrives we are given more excuses as to why it isn't done. For example, on August 1st *** drove to Lazydays and talked with ***** from Lazydays **************** who told us this work would be done on August 16th - that was 11 days ago.
  
  ****** at **** has sent emails to Lazydays trying to figure out the problem and today ****** suggested we begin this email so everyone is kept up to date on the progress. She assured us that **** is there and ready to help in any way. 
  
  When replying to this email please reply all so everyone is aware of what is happening.
  
  *** & *******************

   

  As you can see there is a very large chasm between what has happened and a flippant apology for the inconvenience.
  
  Sincerely,
  
  ***********************

  Business response

  09/04/2024

  Thank you for your response. Currently the ******* Unit is in active repair. The parts were ordered on 8/28/24 and, as previously stated, the dealership will make the ******* Unit a priority once parts have all arrived. The customer is always welcome to pick their Unit up while the dealership waits for parts. The prior repair order # ********, of 5/3/24, notates that the customer refused diagnostic testing, as well as to sign the repair order, and ultimately they ripped up the repair order and left it on the advisor's desk. This caused further delays. Of note, we at corporate have not had any email communications with anyone at **** in regard to this Unit. For any further updates, the customer may reach out directly to the current (acting) General *****************************, at ************************************ or **************.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an appointment for repair to my ** in February of 2024. The appointment to drop the vehicle off was for April of 2024. In July of 2024, after having heard nothing from the shop for 3 months, I called to ask what the status was. Only then did they tell me that even though I had an appointment, they still wouldn't look at it for 90 days from the day I dropped it off (90 days!). As I now had no other option, I agreed to let them continue with the repair. I have called them weekly since then, it is now almost Sept of 2024 and I still cannot get an answer on when the ** will be completed. The repairs are nominal and should only take a few days, the ** has now been in the shop for almost 5 months with no end in sight. I lost use of the ** for entire summer, the only time I actually use it.

  Business response

  08/27/2024

  Thank you for making us aware of your issues.  We apologize for the lack of communication you have experienced and understand your frustration. We have reached out to the dealership and spoken with the General Manager, *********************** today.  ************** informed us that all parts have now arrived, and your Unit will be completed this Friday (8/30/24) by 5PM. 

  Please feel free to reach out to the service team, or to ************** directly to arrange pick up. ************** can be reached at Ph# **************. Service Manager, ***************** can be reached at Ph# **************. 

  Thank you for being a Lazydays customer, we appreciate your business. 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lazydays received our camper on 9/14/2023 for warranty work on a brand new camper that our family purchased and used only twice before these issues arose. The business kept our camper from September 2023-April 2024 (8 months in total). During that time, we contacted the business multiple times to determine the status of the work. Each communication yielded no forward progress "waiting on parts". Our family needed our camper back for upcoming trips planned in 2024. At the scheduled April 29 2024 pickup of the camper, the employee *********************** admitted and acknowledged that much of the work was still not done but that parts would be ordered and in the meantime our family could take our camper to enjoy. We scheduled a time to bring the camper back in for a further assessment of the remaining work that was not completed in the first 8 months. On that May 6th appointment, ******* had us sign the invoice of 8 months of work and stated she would start a "new invoice" to cover the work that was still incomplete. We were never sent that new invoice from our May appointment but we were ensured by ******* that they would honor and complete the work under this new invoice (which was a list of everything not completed in the first invoice work order). Since this communication in May of 2024, ******* apparently no longer works at the business or is on leave. Two other employees have worked with us this summer (one of the two again has left the company). This newest employee (manager ***********************) continues to give excuses about parts being ordered and is now stating that whatever work the warranty department refuses to cover (since in fact the one year has now expired) our family will have to pay. We have expressed frustration as for most of that 1 year (8 months) our camper has sat at their facility with promise of work that was never done. That warranty work from last September is still unfinished with no end in sight and too many excuses being made.

  Business response

  08/26/2024

  Thank you for reaching out to us. We understand the importance of effective communication and apologize if this has been lacking in **************' recent experience. We contacted the management at our Lazydays of Denver at ******** location for an update. Service Manager, ******************** provided that the warranty approval has been submitted and they are waiting on Forest River/Coachmen's authorization.  Unfortunately, the warranty approval process is out of Lazydays control as parts must be approved by the manufacturer before being ordered and shipped, which causes further delays to their completion.  We apologize for the inconvenience to *************. For continued updates, ************** may reach out directly to the management at the dealership, by contacting either the Service Manager, Mr. ******************** at *********************************** or **************, or the General Manager, ****************************** at ************************************** or **************.
  
  We appreciate ************* business and hope to continue serving him moving forward. 

  Customer response

  08/26/2024

   
  Complaint: 22166749
  
  I am rejecting this response because:
  We are now beyond the manufacturer's year warranty. Ultimately the manufacturer now has every right to decline covering these parts and they most likely will. This is your company's fault due to over a year of not submitting the claims that were requested in September 2023 and/or being mismanaged by a huge influx of employees. The only acceptable outcome is that your business pays for the cost of services and parts out of your own pockets whether warranty pays out or not. 

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

  Business response

  08/27/2024

  We understand your concerns. Any item covered under warranty will be repaired under that warranty, and at no cost to you. Unfortunately, Lazydays are not in control of warranty authorizations. If there are pending repairs you would like to discuss, the management of the dealership are the point of contact to reach out to, as all our dealerships are managed individually by their General Managers. The management team have the most knowledge of your situation and can directly assist you with any of your concerns.  

  Please reach out directly to the General Manager, *************************, or Service Manager, *******************. We have previously provided their contact information.

   Thank you, 

  Customer response

  08/27/2024

   
  Complaint: 22166749
  
  I am rejecting this response because:

  So for the year that our camper sat on your property awaiting warranty coverage review (since September 2023), you STILL have yet to receive their decision on the multiple requests that to this present day have yet to be addressed? How does your company not have an answer on warranty coverage from a request almost a full calendar year ago? We are trying to understand why this has taken so long and if it is normal for a warranty coverage review to take a full year for a response. That seems like a bit of a stretch to have to wait a full year to find out if damages are covered. Once again these messages do not take on any accountability or clarify errors from the business but merely continue to 'pass the ***** on down the line. Please clarify to us if the warranty coverage process typically takes a year to process claims or were the claims in fact never submitted on the original date from September 2023?

  ************** team has done absolutely nothing to communicate. We'd love to not have to take this route with messages through the BBB but it is clear that is only way we will ever receive communication from this company. 
  
  Sincerely,
  
  *************************

  Business response

  08/28/2024

  Thank you for reaching back out to us. We contacted the dealership again for their response. The General Manager, *************************, informed us he will gladly talk directly with you and explain the warranty process and delays regarding your Unit. ****************** also informed us that he is willing to complete the previously diagnosed repairs at no cost to you.  Please reach out to the dealership to discuss any further concerns and to gain updates on the completion of your Unit.  We have previously provided the contact information for the management team. 

  Lazydays appreciates your business and hopes to continue serving you in  the future.

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