ComplaintsforColman's Country Campers

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  dropped out camper off for service work in February (which was under warranty). was told they would get to in in March. they claim to have been trying to contact the manufacturer, but have had no results. we managed to contacted the manufacturer 4/16 and spoke with a gentleman who claims they have not contacted him at all ( and he deals with all the warranties). on 4/17 I was told the issue would be resolved by either the trailer going back to the manufacturer, or a tech coming down to fix the issue, either way the trailer would be fixed before we needed it. as of today, no progress has been made on any of the issues. we feel that ******* is giving us a runaround. i have asked for updates and they are not contacting me.

  Business response

  04/24/2024

  In regards to this issue.  My lead shop tech reached out to Forest River (*********************) warranty manager for the ************** back in March .  It took him 2 weeks to get back to my tech with a sheet that needed to be filled out for required measurements.  We filled the sheet out immediately following him emailing the sheet to us.  We then filed a warranty claim on customer unit and per there requirements they had to reach out to the frame manufacturer (*******) to see how they wanted to proceed with the issue.  *********************, per speaking with my tech was too reach out to the customer to let them know what was going on.  We also let the customer know where we stood on the isue and we were a middle man and at the mercy of them till they let us know how they would proceed.  The customer has been notified multiple times, that until we hear back from the manufacturer, whom we have reached out to multiple times, we would keep them posted on how the issue would be resolved.

  Customer response

  04/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and hope for a speedy solution going forward.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought this 2022 camper in February and have had nothing but issues since. The furnace went out 4 times. The hot water heater has went out twice. The water pump is now leaking. The owner of the company will not return or phone calls and when he does he has someone else call us. We've been told multiple times people will come for service call and no one comes. We've pulled it back to colmans I think four or five times at this point.

  Business response

  06/26/2023

  In regards to customer issues with the camper they purchased, we here at Colmans have went above and beyond to address the issues the customer has had immediately. We also here at Colmans do not offer a mobile service call repair but have went to customer multiple time to address issues.  We are set up for in house repairs only and customers need to bring their unit to us for repairs, especially warranty work.  Also, these campers are not made to be lived in and if Forest River was to know customer is currently living in their camper, they would void the manufacturer warranty.  As for full replacement of the camper purchased this is not an option.  Unfortunately, any further warranty repairs the camper will need to be brought to our facility for repair and I would be more than happy to address them immediately for the customer.  We apologize you are having these issues but we here at Colmans have went above and beyond to get your repairs made quickly each time you have called us.  

  Customer response

  06/26/2023

  Complaint: ********
  
  I am rejecting this response because:
  When we spoke to owner to resolve this issue he said that we in fact could return the camper. Also Coleman's has came out to service our campers twice. Once was today and the other time was to actually pick up the camper because we had no way to get the camper to them. My camper has been worked on by their service department 10 times and 4 months. I understand that they do not make these campers and that things can go wrong but they do sell them. On another note I do live in my camper. But when I came into Coleman's campers I had told **** ******* the salesman that I planned on living in my camper told him all my plans and was never told that a warranty would be voided if I lived in the camper. So I'm not sure if that just wasn't something that came up or something they didn't want me to know. Now that I'm talking about returning the camper or contacting attorney they want to tell me that my warranty will be voided because I live in my camper. I can say that they have repaired all of my issues with my camper. But I shouldn't shouldn't have this many issues with a brand new 2022 camper.
  
  
  Sincerely,
  ***** ********

  Business response

  06/26/2023

  All of your issues have been addressed and repaired.  Thank you for your buisness.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Colmans RV back in January 2023 to get my camper serviced for a warranty issue. They started the claim but said they couldn’t get the camper in until mid March. The beginning of March I called several times leaving messages and even emailed them to get an appointment date. They ignored me completely. So we took our camper back to the dealership that sold us the camper for the repairs. The manufacturer wasn’t approving the warranty repairs so I called the manufacturer. The manufacturer told me that Colman’s RV had already been paid for this claim BUT THEY NEVER DID THE WORK! They’ve never even seen my unit except for the photos I sent them back in January! I expect Colman’s to either return the money back to Forest River and cancel the claim or cut me a check for the amount of the repairs so I can pay my selling dealership to do the repairs Colman’s refused to do.

  Business response

  05/15/2023

  ****

  Per customer sending pics of broken shower door, which was purchased at a different dealership.  We Colmans agreed to order replacement door for them and call them when new door arrived.  When door was ordered thru Forest River Parts department of the Puma division, they sent wrong door panel for customer unit, which was never brought into our dealership.  Again, I told customer I would call her as soon as we received the shower panel.  Customer was notified the incorrect panel was sent and that I would have Puma send the correct panel.  In the time frame that we received the correct panel for shower.  Customer decided to return the camper to their purchasing dealership and have them do the repair.  I received correct panel and in meantime customer emailed Forest River complaining .  They in return let customer know we had the panel here at Colmans campers, but again she had already returned to her purchasing dealership.  We had filed a claim for the repair because we were billed for the shower panel.  With hwer talking to Puma and myself, Puma agreed to pay for the repair she was having done at purchasing dealership.  So for customer to request refund, customer themselves never paid anything out of pocket and Puma agreed to pay purchasing dealer for work performed.

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed for a warranty cancelation I had canceled from them back in October of 2022 an I've made numerous attempts at calling them an going to the business an I keep getting the run around they've told me multiple times that they have or are going to send the check an nothing the last time I contacted them was in person 3 weeks ago an they told me they would send the check out the following week an I've still not received anything I tried calling an the transfer my call to someone who never answers

  Business response

  03/02/2023

  It has been take care of.  Sorry for any inconvenience. 

  Customer response

  03/03/2023

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

*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. ↩