ComplaintsforUncharted Recreation

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Last year my wife and I purchased a brand new 2021 Forest River Shockwave 26QSGDX ** trailer from Uncharted Recreation in ********, ***** on 4/8/2022 for $54,995. Unfortunately, our ** has been nothing but a lemon. Uncharted service has worked with us very well to attempt to fix all the issues but have been unable to remedy some of the most important issues and I believe this is mostly because of the build quality of this particular **. I will include the whole list, but the main issues are the refrigerator/freezer intermittently stops working and the water leaks. I have dropped the ** off on 6 occasions to have the refrigerator repaired. The last time was 12/15/22 and I was told the entire unit would be replaced. Uncharted kept my ** until just a few weeks ago before letting me know it was ready for pickup and the refrigerator was never replaced. I am told because they tested it several times and couldn't duplicate the problem. This had already been at the shop 4 other times for the same issue and could not be repaired so we were past testing/duplicating the problem. The refrigerator should have been replaced! On top of that, Uncharted kept the ** for over 3 months and now my factory warranty is nearing expiration (4/7/23). Whether intentional or not, this is not a good business practice. When I picked up the ** two weeks ago, after being at Uncharted since December, I was very disappointed to find not only was the fridge not changed, but one of the slide out motors had failed and my personal belongings were wet from water leaks. I dropped the ** back off at Uncharted to address leaks. They now claim the leaks have been fixed but did not address the internal damages. I am seeking a full refund or replacement or full trade in of original price paid towards another make/mode. This ** is a lemon and has major water intrusion and a fridge that only works intermittently, along with many other issues that have already been addressed.

  Business response

  04/06/2023

  Uncharted Recreation is currently working with the ******** family to find a solution that is amicable for both parties. We have reviewed our internal work orders pertaining to the trailer and are working towards a solution at this time. 

  Customer response

  04/14/2023

   My name is ******************************* and I am writing regarding Complaint ID ******** that I filed last week against Uncharted Recreation.  The business has been working with me to resolve my issue and at this point I am satisfied.  However, I had technical issues yesterday when I went to reply to the official BBB complaint and it did not go through.  When I attempted later, the case had already been closed with the status showing up as "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied."  Please re-open the case so I can add my response or change the status of this dispute that the customer is satisfied. Please contact me with any questions.

   

  Regards,

   

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

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

• Initial Complaint

  07/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a Shockwave toy hauler travel trailer from Uncharted Recreation ("Uncharted") two years ago. The trailer has had numerous defects since we purchased it including but not limited to: 1. The solar panels were wired incorrectly;2. The couches were missing brackets making them unable to fold out properly;3. Several cabinets have fallen off;4. The bearings and axel seal broke after taking the trailer out one time;5. The fan fell and was dangling from the roof; and most recently 6. The ceiling has tears and was installed improperly-- ****** at Uncharted said that "the roof was installed improperly and [he] wished that they would have caught it sooner, and [he] doesn't understand how [Uncharted} didn't catch it before because they were up there several times." Fall 2021 the trailer went into Unchartered to have some issues fixed, and we paid to have them winterize it. In Spring 2022 we were prepping the trailer and noticed our propane tanks were left open, and the propane was gone and more significantly, the water tank was left half full of water which may have caused damage. TJ and Unchartered said that the water tank should have been completely emptied. Uncharted does the bare minimum to get you off their lot. Their work is unsatisfactory, and this has been the worst experience we have had with any type of recreational vehicle/boat/atv/utv we have owned.

  Business response

  08/03/2022

  We are currently working with our customer to identify and complete a resolution. We have spoke with the customer via phone call and agreed on a amicable resolution and outlined it via email. The customer has approved the repair outline via email. The ** is currently scheduled to go into our shop for the repairs.

  Thanks

  -Rob

  Customer response

  10/30/2023

   
   filed a complaint 1-2 years ago against Uncharted Recreation. Since then Unchartered has made good and fixed the issues that were in the Complaint. However, it was recently brought to my attention that the Complaint may still be pending?? Is there a way to take it down or show that it was resolved in a satisfactory manner by the business?
  
  Sent from ******************************* *********************

*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. ↩