Complaints

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hope this email finds you well. My name is ******* ******. We spoke in *********. On ***** ****, **** I purchased an RV, **** ****** ***** ****** ******; which I bought from Blue Compass RV in Byron, GA. I contacted Mr. Jeff of BC RV, the manager, on ********* ** to address the issues below, per your advice. However, he seemed unaware of several repairs that his dept. or the travel service tech had completed, stating that only three were logged in the system. He requested pictures, videos, and details of the issues, which I forwarded that day. However, I haven't received any response from him or the company yet. Please know that this is my permanent residence and I do not have the means or another place to stay to bring it in as often as needed since purchasing; nor is it possible to continue to pay a mobile tech $250 each time. I purchased an extra 5-year warranty along with the manufacturer warranty that came with it. I have contacted ****** ***** Corporate, speaking to Mr. **** ****, on ***** **** where he advised I need to contact the service manager and store rep for Blue Compass. Mr. **** gave me Mr. ***** Phelps's and Mr. **** Roach's email addresses and advised me to let them know everything happening along with photos of all conversations and issues. This email was sent on Sept *** ****. I have not received a response. Please see below the issues at hand:
  
  On *** *** ***** I was informed of a solar panel inlet recall and was advised to bring the RV in for repair, which I did on *** *** ****. On *** *** ****, I encountered several issues with the electricity (unable to connect), shower (leaking at the bottom where hot/cold pipes run through), and TV ( tripping the breaker outlet in the bathroom), all of which I reported to the service department. This was the first day of using the camper. I dropped off the camper for service on June 3 and was later advised that there was an issue with the converter, which sent electricity to the camper and the seal on the shower along the floor was not sealed properly. The converter and shower seal were repaired. However, the new TV was delayed until July 10 due to ordering issues. I was then advised there were issues with getting the replacement from the warranty department, so they purchased the TV from **** ***. I also experienced further problems with the sink nozzle and awning. I messaged the service department on **** ** regarding the sink faucet nozzle breaking and the awning not extending on one side, and I sent videos and pictures. I was advised that the replacement faucet could be ordered and mailed to me, that it was normal for the awning to not extend on one side, and that all I needed to do was push it out. I found this to be odd. On **** **, I picked up the replacement (dropped off the original) TV to install myself, and this time I asked the service tech about the awning. He stated being unsure of the issue but suggested I could manually push the one side that did not electrically extend out when in use. This could be a hazard, I feel. The right side electrically extends properly.
  
  On **** *** ****, the kitchen air vent started leaking. I reached out to Blue Compass service dept and I was advised to contact a mobile technician since Blue Compass RV didn't have one. I contacted (verbally and via text ) the mobile tech that Blue Compass suggested (he is not an employee of BC RV) and sent him pictures, videos, and a written list of current issues, including the shower doors not closing properly. I was advised that I would have to cover the travel cost for the mobile tech service, which was $250. The mobile tech stated whatever he repaired or replaced, Blue Compass would file on warranty and pay him back. The mobile technician arrived on **** ** and repaired the sink, and kitchen air vent (stated it only needed more tape). He also replaced a bent stabilizing jack. The awning was still not working properly when I arrived home that day. I reached out to the mobile tech regarding this and he stated he did not notice an issue with the awning and asked for a video (I had already sent a picture, verbally advised of this, and wrote in the letter of repairs). I asked about the shower not being repaired and he stated there was nothing that could be done to make them close all the way. This causes the water to leak onto the floor unless we physically overlap the doors. I sent the video on ****** * regarding the awning. He did not respond. On ****** *, I reached out via text touching base, but he never responded. As of today, he has not responded. The kitchen vent is now leaking again.  
  
  On ****** **, the air conditioning in the main bedroom began blowing water and ice out of the vents. Additionally, the kitchen floors started squeaking loudly a few weeks ago.I have attached videos and photos related to these issues. I will attach these along with the warranty.  
  
  On ******* ** ****, I started having issues with the indoor radio. When turned on, the only way to turn it off (will power on with the button but not off) is to unscrew the faceplate and manually unplug the electrical cords. I have included a video.
  
  On ******* ****, the water heater stopped producing enough hot water. This is when there has been no hot water used.
  
  Please advise me of any other information you may need. I am not sure if all of the videos and photos were transferred, so if there is one that you need, please let me know. I appreciate your time and help. I hope you have a great day!
  
  Best regards,
  ******* ******
  **** ** *** *** *
  ********** *** *****
  ************
  
  
  

  

  Business response

  11/08/2024

  We understand that your RV is your home, and we want to make this process as smooth as possible for you. To ensure your RV continues to provide you with a safe and comfortable living space, certain maintenance and service checks are necessary. Some of these checks require specialized equipment, tools, and resources that are only available here at the dealership. Our technicians are trained and equipped to handle these tasks and will give your RV the attention it deserves.

  By bringing your RV here, we can thoroughly inspect and repair any issues to maintain the quality and safety of your unit. Our team will be able to address any problems efficiently and accurately to get you back home as quickly as possible

  If transportation or logistics are challenging, we’d be happy to explore options to make it easier for you, whether that’s discussing transportation, planning a schedule that minimizes downtime, or answering any questions to make the process easier.

  Our goal is to provide you with the best service experience possible and to make sure your RV remains in great condition for long-term use. We’ll work with you to get you back on the road—or back to your home base—as soon as possible.

   

   

  Customer response

  12/03/2024

  On ******** *** ****, I noticed a popping sound from the bathroom floor. I have attached a video. 
  
  On ******** *** ****, I noticed that the air vent was leaking from the bathroom's on/off switch. I have attached a picture. 
  
  I am getting error code F5 when trying to use the heat pump to warm the RV. This took place on ******** *** ****. Blue Compass informed me that an owner's manual is no longer provided, and I need to download one online. The online owner's manual states several causes. 
  
  As you can see, I am consistently facing issues, and if I have to bring in the RV, it will likely need to come in weekly at this rate. 

• Initial Complaint

  07/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Was sold a used 2022 ******** ****** **** motorhome in Oct 23 and the water pump in the outside kitchen was defective which caused mold to grow and my wife (who was going through chemotherapy at the time, **** *** *** **** **** ******** contacted ********** species in her right and only lung from breathing in the mold. Her Pulmonologist and Oncologist suggested that she get the motorhome checked for Mold. Took it to the dealer on 10 June 24 and mold was found, with her health condition she could not spend another night in the motorhome. The dealership did nothing to address the mold issue.

  

  Business response

  07/18/2024

  Thank you for bringing your concerns to our attention regarding the recent issues with the 2022 ******** ****** **** motorhome you purchased from our dealership. We deeply regret the difficulties you and your wife have experienced, especially considering her health condition, and we appreciate the opportunity to address your concerns.

  Upon reviewing the details of your purchase and subsequent visits to our dealership, it is clear that a leak occurred in the outside kitchen which is located on the exterior of the motor home away from the living and sleeping areas.

  Regarding your complaint about our response, please know that upon bringing the motorhome to us on June 10, 2024, and discovering the leak, we took immediate steps to assist you. We facilitated the trade-in of your pre-owned motorhome for a new unit to ensure your comfort and safety. Our team worked diligently to make this transition as smooth as possible, including parking your trade-in next to your new unit for your convenience on the day of delivery.

  We regret if there were any misunderstandings or if our efforts did not fully meet your expectations. It is always our intention to provide exceptional customer service, especially during challenging circumstances such as these.

  
  We value your business and sincerely hope that our efforts have addressed your concerns. If there is anything more we can do to assist you further, please do not hesitate to contact us directly.

   

   

  Customer response

  07/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Blue Compass sold me a Motorhome with a defective water pump in the outside kitchen which grew mold up into the inside walls close to where my wife slept. She ingested the mold which caused her to develop *********** in her only remaining lung. The motorhome was deemed unsafe to stay another night.

  Discussed with Jeff C**, General Manager, and he asked us what he could do for us and we told him, pay off our loan so we could start fresh as this mold issue was through no fault of my own.

  There was no PDI done prior to delivery of this motorhome, meaning they did not inspect, service or clean, this is irresponsible of them and again if PDI was done the defective water pump and mold would have been found.

  We had the Motorhome checked for mold on Dr.’s recommendation and can provide documentation of the mold in my wife’s lung.

  Sincerely,

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

  

  Business response

  07/23/2024

  The pump in the outdoor kitchen did not exhibit any leaks at the time of purchase. Despite the customer acquiring the unit in its AS/IS condition, we adhere to our practice of conducting a Pre-Delivery Inspection (PDI) on every unit prior to delivery. As a dealership committed to quality, we made extra efforts to assist them in securing another unit. It is disappointing that the customer appears unappreciative considering the extensive support we provided, especially given that the leak was not addressed promptly, resulting in the subsequent issues they encountered.
  
  
  
  
  

  Customer response

  07/31/2024

  
  Complaint: ********

  Their was no PDI done on the unit prior to delivery, if so the defective water pump issue would have been fixed.
  The unit was delivered again with no PDI and it was dirty, smelled badly, the air conditioning filters were filthy, the house water filter (outside) was dirty, Trevor @ the dealership authorized to pay for a cleaning crew to come and clean the Motorhome. The cleaning crew did the best they could but the oder was in the ductwork, after replacing the ac filters there was still an odor throughout the motorhome. 
  
  I even went higher in the Blue Compass company and no one has helped us through the negotiations of payoff of the ******.

  I cannot believe a company as big as Blue Compass would not assist us and sold us a unit that had mold growing throughout which we only had for 8 months.

  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

• Initial Complaint

  07/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Applied for refund of remaining unused portion of early cancellation of extended warranty on *** *** 2023 and have been given the run around by Finance Mgr Michael M***** and Gen Mgr. Jeff C**. Was told by Michael that my post on ****** Reviews won’t get me my money any faster. I want a check NOW.

  

  Business response

  07/14/2023

  We have realized that we have made a mistake and now it is up to the warranty company to reissue this mistake. We are sincerely sorry.

*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. ↩