Complaints

This profile includes complaints for Thor Motor Coach's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Thor Motor Coach

  PO Box 1486 Elkhart, IN 46515-9552

  
• 

  Thor Motor Coach

  601 E Beardsley Ave Elkhart, IN 46514-3305

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased this unit 7 months ago, used it 1 night and returned it to the Great American dealership where it sat for months awaiting approval for warranty items, including the pulsing solar screen, water leaks, and flat tires while returning to the dealership.Then we used it again at the end of December for 2 nights, and found more issues, including seal leaks, electrical issues, solar screen pulsating, rear camera issues, paint damage, and original plumbing issue not repaired correctly by previous dealership. That is when it was taken to Camping World where it still is awaiting for **** to approve repairs.We have made over $7000 in payment to spend 3 nights in our RV. This is wrong from every aspect of customer service. It seems crazy that we would need to just hire a lawyer just to get a NEW RV repaired as promised by the warranty coverage promised by the dealership selling your product.

  

  Business Response

  Date: 04/22/2025

  Good Morning,
  
                 Thank you for submitting in your feedback to Thor Motor Coach. Upon review of your concerns you mentioned, the solar controller was reviewed by the vendor and stated that it is normal for it to flash off and on when it is receiving or discharging power. This feature can be turned off by holding the double arrow button for 3-4 seconds. So this will not be ***laced as it is working as it should.
                 As for the paint concern, we will have this reviewed again and have the customer service *** who has been assisting you to reach back out to you.Please allow us ***** hours for further review. Thank you and I hope you have a nice day. 

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since the purchase, the ** has been plagued by faulty generator door, in addition to a hole in the ceiling. Despite my efforts to resolve these issues through multiple trips to the shop where the coach has been in the shop longer than at my place since the purchase, these problems persist, and I have not been able to fully enjoy or use the ** as expected. Initially ** was dropped off 11/16 (Saturday) with a promised of getting it fixed within a day, Monday for a pickup on Tuesday 11/19. From here I reached out multiple times with promises of different dates for a part to be received, 12/27 , 12/31, and many other dates where I reached out on 1/13 and asked to pick it up until part gets received. Coach was in the shop for almost two months with no success of getting it fixed. Part was received sometime in February and I stated I would bring in the coach when its time to do an oil change so it can be done at the same time however manager from *******, *****, kept messaging me and stated that if I dont take the ** in part will be sent back which I stated I would bring it in that week 2/20. At this point ** is still in the shop, with no exact ETA when its going to be fixed and additional issues such as new cabinets need to be made. With all these issues a lack of fixing it in a timely manner I demand to get my money back as I no longer have trust in this coach or the shop itself to fix it correctly. In *******, the Lemon Law, outlined in ******* Revised Statutes Sections ******* to *******, protects consumers who buy new or used vehicles with defects that substantially impair their use and value, requiring manufacturers to repair or replace the vehicle or offer a refund. If a manufacturer fails to repair a defect after a reasonable number of attempts (or if the vehicle is out of service for 30 or more calendar days for repairs), the manufacturer must accept the return of the vehicle or replace it with a new one.** was in the shop from 11/16/24-1/13/2025

  

  Business Response

  Date: 03/18/2025

  Hello, 

  We at Thor Motor Coach apologize for the inconvenience and frustrations you have experienced since the purchase of your new coach. Since you have reached out to us on March 4th we have been involved with you and the service center you were having difficulties with. We have expediated all parts needed and they have all shipped and will be delivered to ******* this week. The representative that has been assisting you will continue to do so and is in great communication with La Mesa and the understanding how important it is to get your repairs completed in a timely manner. As per our warranty agreement, now that we are involved we will stand by it and make the repairs needed for your coach at this time. 

  Customer Answer

  Date: 03/18/2025

   I am rejecting this response because:
  With them tearing apart the ** Its no longer acceptable they were suppose to fix the ceiling not the cabinets but the dealership is not competent to do their job I no longer want anything else besides a refund 
  
  

  

  Business Response

  Date: 03/18/2025

  TMC stands behind our original response.  The coach has been able to be used,as the dealer advised that you could come and pick it up, in which you declined.  Your coach is almost completed, in which we previously discussed with you.  TMC is inclined to stand behind our warranty agreement and make the needed warrantable repairs.  Thank you 

  Customer Answer

  Date: 03/19/2025

   I am rejecting this response because: Absolutely NOT, RV was never fixed and useable (WHICH IS WHY I DIDNT PICK IT UP) as even after they stated generator door was fixed it was not, it sat at the shop from Nov-Jan (MORE THAN 30 days) and they stated it was fixed but it wasn't and when I dropped it off on 2/20 that was still one of the things that needed to be done  even after 3 attempts. 1st one day of the inspection 2nd between nov and Jan and all this time now. On 1/17 I called ***** at ******* stating that even though it sat at the shop for months it was NOT fixed. At this point it's been in the shop since 2/20 with no exact date of when it will be fixed and "almost" complete does not help. on 3/22 it will be 30 days and per Lemon Law if its not fixed within 30 days it should be ruled out as a lemon i want a refund. I Don't trust you guys to fix it since you have not been able to fix it in the last 4 months. In addition, it was NOT picked up because every time I would check in to get an update, I was given different dates of the part arrival which deterred me from picking it up as dealership is pretty far away from me. Last time they told me part was going to be delivered sometime in Feb I picked it up, the fact that you have the information about me declining to pick it is INVALID.  Refer to communication sent by ***** at *******, he should also be able to provide all the phone call records/voicemails. if I don't receive a refund, I will be taking this to court and contacting the media.  This is NOT buyer's remorse this is the fact that you guys have not done what you were supposed to since day 1, we wanted this RV and have been looking forward to using it and explore but we have only explored to the dealership and home because of YOU guys. 

   

  
  

  

  Business Response

  Date: 03/19/2025

  TMC stands behind our original response.  The coach has been able to be used,as the dealer advised that you could come and pick it up, in which you declined.  Your coach is almost completed, in which we previously discussed with you.  TMC is inclined to stand behind our warranty agreement and make the needed warrantable repairs.  A supervisor from *** will be reaching out to ensure everyone is on the same page. Thank you 

  Customer Answer

  Date: 03/20/2025

   I am rejecting this response because: *** needs to revise dealership messages and work history on this coach... How is it useable if generator door can NOT be opened. Coach WAS NOT able to be used GENERATOR DOOR was NOT working ..... As of right now 3/20/25 i still don't know that its been fixed. Either way LEMON LAW states if its not fixed within 30 days needs to be ruled out as a LEMON it will be 30 days i still dont have the coach I WANT my money back. you guys are clearly breaking Lemon law, The Arizona Lemon Law is violated if your vehicle is not repaired within a reasonable number of repair attempts or time and the problems experienced substantially impair your car's use and value. 

  reasonable number of attempts From Nov-3/20 Today i think i have given you guys plenty of time. 

  vehicle was impaired cannot be used as generator door could NOT be open. 

  again, please revise your decision to a more logical one otherwise I will be forced to take legal actions against both **** and La Mesa. 
  
  

  
  

  

  Business Response

  Date: 03/20/2025

  Per our previous conversation *** is inclined to stand behind our warranty agreement and help in addressing Mrs. ****** warrantable concerns.  Mrs.****** advised that the *** of completion is scheduled for 04/02/25, per the servicing dealer. The customer was notified on 03/03/24 that the coach could be picked up and used, until the cabinets arrived to be replaced.  There was nothing preventing use at this time.  TMC Is standing behind the Mfg.Warranty at this time.  Thank you
  

  Customer Answer

  Date: 03/20/2025

   I am rejecting this response because: I was never advised to pick it up on 3/3 . .. this is incorrect information first of all, second, why would i pick up a NON USABLE vehicle, it would be sitting in my driveway unable to use just like its sitting at the dealership. In addition, picking up a vehicle thats been torn apart creates a higher possibility of someone getting seriously injured including my small child, how can you even offer that to a person, who in the right mind would think this is acceptable. MAKES ZERO SENSE. These cabinets are right above where my child would be sitting and no way you can tell me you would feel safe putting child in there, in a vehicle that's been torn apart and has loose screws from incompetent dealership handling. This is beyond unacceptable and according to BBB website I'm not the only one dealing with you guys. This seems like a common issue with this manufacturer.! I demand a refund! I no longer trust the safety of this RV,... brand new RV is being pulled apart and its no longer brand new which is what I PURCHASED.
  
  
  

• Initial Complaint

  Date:02/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Let me give you some history on my *** Our first day of ownership we found quality issues with the motorhome. Starting with the furnace not working, then outlets falling out of the walls, unstable dining table, all the tank level monitors not working correctly, room slides leaking rainwater while closed, outside storage bin leaks water from the road while driving. The corner cover on the awning fell off while driving, one of the usb chargers is not working properly, the refrigerator door will not stay latched and swings open while driving, the leveling jacks that were installed incorrectly in the front, so it makes contact with the road over unlevel ground. One of the bedroom drawers is falling apart. In the bathroom the right-side wall is bulging where it was not attached to the main structure. Some inside molding is coming loose or has fallen off. The vinyl floor has air pocket bubbles in a few places. I know these units are built through an assembly line and there is bound to be problems later, but this much is beyond excusable. So ******** has paid for all warranty repairs, until I start having problems with *** failing on the front of the *** I was told to take it to a repair shop to have it evaluated. This was completed and sent to **** on Nov 4. They stated it's a manufacturing defect. The *** had split in various places. The paint was lifting in each of the affected areas. The adhesion had failed. They usually happen if the *** is applied prior to the paint being able to completely off gas. This was in no way caused by a collision or impact. On Nov 22, 2024, I received an email from **** *** ********************* that stated. "At this time pay for the repairs and send me the invoice. I will attach all of this information and submit a reimbursement for you" I scheduled to have the work done and prepaid for the service on Dec. 6 as instructed by ****. On Jan 2 I inquired about my refund. On Jan 8 i was informed they would not reimburse.

  

  Business Response

  Date: 02/11/2025

  Hello,
                 The case that TMC has with you about your concerns with the bumper area of your vehicle, has been reviewed multiple times. As stated, when you mentioned the concern to our customer service team, this would be reviewed and determined if approved or denied. The customer service team here at *** did not provide you with approval before reviewing this concern. One the invoice and photos were submitted to us for review it was determined this is customer damage. Something hit your bumper while in transit or not. This is not something *** would cover under warranty, and our decision will stand with this. 

  Customer Answer

  Date: 02/11/2025

   I am rejecting this response because:
  

  I was clearly told to pay for the work and turn in my receipts for reimbursement long before I scheduled the appointment to have the work done. I have clear and undisputable evidence from a professional body shop that stated this was from a manufacturing failure on **** not from something hitting the front of the *** I am fully aware **** does not cover normal road damage issues such as rock chips. But this is far beyond just a simple rock chip. 

  
  If it was an issue of the front of RV being stuck by something the *** failure would only be in one place. But that is not the case as shown in the pictures I already provided. It shows many different spots where the *** is failing. 

  
  I provided all requested information **** asked of me before I had the work completed. It was after that I was told to pay for the work to be done. Why would anyone not think this was going to be covered from what I was told by **** at ****.
  Just to be upfront I am in no way trying to get **** to cover issue that I would be responsible due to some kind of RV neglect on my part.

  Here is the Email I received from **** to pay for the work to be completed.

  **** Cox <***************************>
  
  At this time pay for the repairs and send me the invoice. I will attach all of this information and submit a reimbursement for you.
  
  Thank you,
  **** ***
  RVDA/RVIA Certified Technician
  Customer Service
  **********************

  Thanks for your time in dealing with this matter.

  *****

  
  

  

  Business Response

  Date: 02/11/2025

  Good Afternoon!
  
                 We have further reviewed your claim with TMC as you mentioned there was an email to one of our customer service representatives. We were able to find an email that was worded incorrectly, as they were needing an estimate for review to determine anything and that was not said. Due to this happening, we will be submitting your invoice in for goodwill reimbursement. It is goodwill as it was not reviewed and decided before repairs were completed, but afterwards. We apologize for any inconvenience this may have caused and frustration we have caused you. Thank you and I hope you have a nice day. 

  Customer Answer

  Date: 02/12/2025

   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.

  
  

  Thank you.

• Initial Complaint

  Date:12/20/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a **** OMNI **** in December of **** from ************* in ********, **. Since picking it up we have had issue after issue. The ** has spent more time in service than with us. The most severe issue was when there was a severe leak in the cab, water pouring into the electronics and in the cab. Several emails and conversations have taken place and **** has not displayed any concern for the fact that we spent nearly $***k on an ** that has had issues and now has mold, but also a general sense of customer service. Our ** is covered under the manufacturer warranty and we expect **** to stand behind their products.

  

  Business Response

  Date: 01/10/2025

  Hello, 

  We show you have been in communication with our escalation supervisor on our customer service team. Our response stands the same as you were informed of on December 20, 2024.  ************ Service Supervisor reached out to you on January 2, 2025 as they had now heard from you, you informed our team you are still reviewing the options. 

  Email from December 20th, 2024:

  "As I mentioned I did submit your concern up the chain and what was determined was provided back to you. *** will not be involved with your coach at the non-authorized service center. Things were done to your coach that were not provided to TMC before they happened. Therefor we will not be inclined to assist you with this where your coach is at. It will need to go to an authorized service center or brought here to *** service shop for us to be involved. This is where we are at, its been reviewed by multiple and the answer is the same and has remained the same.
                  We are just going back and forth on the same question/answer. *** has provided you where we stand and what we will do. If you choose to stay with the non-authorized service center, that is your choice but *** will not be inclined. Please let us know what you decide to do."

  Please continue to communicate with our team if you are needing further assistance. Thank you. 

• Initial Complaint

  Date:12/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Structure damage , walls and floor are separating , cupboards and doors binding and not open , dash board is loose ***** extended warranty and are now backing out. Unit is unsafe to drive and **** wants us to deal with repairs . Been in shop more than on the road .

  

  Business Response

  Date: 12/23/2024

  Hello, 

  One of our **************** team members recently communicated with you the following, our response remains the same. Please reach out to our customer service team at ************ for further assistance.

  "Thank you sending over this information and photos to me.
  After speaking to management and reviewing your case we discovered we have a signed release from you that gave an additional 6 months back to your warranty. The goodwill warranty expired on 11/10/2024. However, this does not mean we are not inclined to assist in this matter.
  You will need to either set an appointment up with a local dealer for us to work with and have a claim submitted, or I can set an appointment up here to assist with the repairs. We will not be covering transportation at this time if you decide the coach needs to come back to ********
  Please let me know which plan of action you would like to take."

  Thank you. 

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a brand new 2024 **** Sequence 20K in September. Refrigerator has never worked. Only the freezer works. Have now taken it in TWICE to the dealer where the unit has been dropped off and diagnosed for days. Temp does not get colder than 66 degrees. Every time a report gets submitted to ****, **** then claims another diagnosis is needed or there is another hoop to jump through. The latest request was to send pictures. What do pictures have to do with temperature!? We took 10 pictures and sent them anyway. Still no resolution and it has been weeks. The dealer blames **** for the problem, **** blames the fridge manufacturer and everyone just keeps passing the **** and avoiding accountability. We essentially have a $100,000 minivan since you can't camp in the unit with no working refrigerator. Have contacted **** directly MULTIPLE times asking when will we get a new fridge and/or what is the status and always get the run around. It is now mid-November. They simply refuse to honor their warranty despite advertising warranty coverage and refuse to acknowledge they built and sold a defective RV unit.

  

  Business Response

  Date: 11/20/2024

  Our vendors hold their own warranty authorizations, that we need to get approval for or what next steps we should take on a concern of their appliances.  Im sorry that it has taken awhile for this to be processed, but we are working with General RV and collecting everything we need for the vendor to get this resolved for you.Please contact us at ************  if you have any further questions please let us know.  Thank you 

  Customer Answer

  Date: 11/21/2024

   I am rejecting this response because:
  
  Their response is exactly what I am complaining about!  My complaint is that they refuse to stand behind their product and their OWN warranty and want to push the blame elsewhere.  The bottom line is that I was sold a refrigetor that does not work.  They refuse to simply replace it and keep pushing the blame down the road to try to collect first from a different third party.  Statutes do not allow a merchant to sell defective items and consumers are protected when a company offers a warranty and refuses to honor it.  It is not my issue that they want to to try to get reimbursed from someone else.  Both General RV and **** have a legal responsibility to provide a working refrigerator.  I don't care who the refrigerator manufacturer is.  That party did not directly sell anything to me or promise me a warranty.  ****'s response to my complaint is simply acknowledging that the facts that I have asserted are correct.  In their response, they continue to simply state that they are trying to get reimbursement and that they are not in fact taking action themselves to get a working refrigerator in my RV.  It has been months of "we are trying to see if someone else will fix your problem" instead of **** actually fixing it.  This is not acceptable under the law.

  

  Business Response

  Date: 11/21/2024

  Evening, 

  Thor Motor Coaches response stands the same. 

  Our vendors hold their own warranty authorizations, that we need to get approval for or what next steps we should take on a concern of their appliances.  Im sorry that it has taken awhile for this to be processed, but we are working with General RV and collecting everything we need for the vendor to get this resolved for you. Please contact us at ************  if you have any further questions please let us know. Thank you 

  Customer Answer

  Date: 11/22/2024

   I am rejecting this response because:
  

  their response isn't a response that resolves the issue.  It's the same old response of "keep waiting" when it has been over two months and it is their responsibility to fix the problem not some random third party. There should be no waiting whatsoever for some random third party.  Stop passing blame and take responsibility.  General RV sold a defective product.  **** warrantied the product.  Replace the refrigerator that does not work.  They can fight with a random third party about reimbursing them on their own time.  The refigerator manufacturer does not have any consumer duty to me.  The refrigerator manufacturer did not take my money.  The refrigerator manufacturer did not make me any warranty promises.  **** did.  And it is **** that is in violation of consumer protection statutes.

  
  

  

  Business Response

  Date: 11/27/2024

  Hello, 

  Our original response stands. 

  Our vendors hold their own warranty authorizations, that we need to get approval for or what next steps we should take on a concern of their appliances.  Im sorry that it has taken awhile for this to be processed, but we are working with General RV and collecting everything we need for the vendor to get this resolved for you. Please contact us at ************ if you have any further questions, please let us know. Thank you 

  Customer Answer

  Date: 12/03/2024

   I am rejecting this response because:

  they are still refusing to honor their own warranty and passing responsibility onto a third party.  It has been months that I have had a defective item.  It has been submitted over and over by the dealership that the refrigerator does not get cold enough (only gets to 66 degrees).  I don't care what contracts **** has with any other third party.  The third party does not have any legal or consumer obligations to me.  **** does.  They can fight with a random third party on their own time.  Whether the third party reimburses **** or not is not my concern and does not relieve ****'s business responsibilities to me.  **** has repeatedly been told by the dealership that a new refrigerator needs to be installed per the warranty and **** keeps denying the claim saying that either more tests need to be done or more information needs to be submitted....they are just prolonging and prolonging and doing nothing to resolve the issue.  It's a fact that the refrigerator does not work.  It's a fact that the dealership has repeatedly told them that a new refrigerator must be ordered.  **** is doing everything it can think of to avoid ordering a new refrigerator and replacing the defective product that they promised would be covered by their advertised warranty.  Even their response in this instance is "we need more time"..... No they don't.  **** promised coverage and should have delivered a working product to the customer.  They failed on both accounts and continue to deflect and delay.  Their repeated "response" is a non-response.  Provide a working product or they can take back the van and give a full refund.  It's a very simple resolution.
  
  

  
  

  

  Business Response

  Date: 12/03/2024

  Good afternoon, 

  We show that you recentlyreached out to our customer service team, ************************ response will not change. As you were told on November 25th via email, General RV and the vendor are working together to have this addressed as we will not just replace it without a cause.

  So again, our vendors hold their own warranty authorizations, that we need to get approval for or what next steps we should take on a concern of their appliances.  Im sorry that it has taken awhile for this to be processed, but we are working with General RV and collecting everything we need for the vendor to get this resolved for you. Please contact us at ************ if you have any further questions, please let us know. Thank you 

• Initial Complaint

  Date:11/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a motorhome Manufactured by Thor Motor Coach in March of 2022. Since then, the coach has been in for repair at Camping World (not the seller, only warranty work) over a dozen times, some for the same reason. Every system on the coach has now failed at some point and had to be repaired (this does not include work related to poor quality manufacturing which led to a major water leak from rain (we did not have the coach for 4 months when this happened)). The current problem started in June of this year and is associated with the electrical system (I have complained about problems with it since shortly after purchase). The unit has been in for repair for over 5 months to replace the Lithium batteries and now they are telling us they have no delivery date for new batteries. Neither **** nor camping world has offered a replacement unit, a rental unit or any compensation. We have tried to address compensation, but Camping World offers none. **** offered extending our manufacturer's warranty, but this does nothing as it only overlaps our existing extended warranty and requires us to sign away all our legal rights.

  

  Business Response

  Date: 11/20/2024

  We apologize for the delay in getting the needed batteries.  Our vendor is having a delay in getting inventory, as we are trying out best to expediate this as quickly as possible. We did in fact offer you compensation for the amount of time you had been in service, as it does overlap your extended warranty but it also gives you the coverage your extended warranty may not provide. We understand its frustrating and discouraging to have your coach sitting in a service center, as we will help in doing anything we can to get it completed as soon as possible.  Thank you 

  Customer Answer

  Date: 12/10/2024

  Camping World has ordered the batteries (three times unsuccessfully and now doing a forth) for our Coach three times now based on **** parts number and all three times the batteries were the wrong ones.  We have now been waiting six months for the coach to be repaired.  There has been extensive miss communications on the status of the batteries, who is responsible, excuses for lack of availability and then getting the wrong ones all together.  We have been told they were not shipped and batteries (wrong ones) showed up, we have been told they have been shipped with a delivery date and nothing shows up.  I have this all in email if you would like me to send them to you.  **** did offer us to extend the manufacturer's warranty, but we have a 5 year bumper to bumper extended warranty already so this does not help us or compensate us for the loss of use of the vehicle or the lost moneys due to wasted memberships, lost deposits on vacations and having to use hotels when we planned on using our coach..  We purchased Thousand Trail membership which has gone unused, Good *** membership which was used once in the two years.
  
  In my opinion **** has not been able to meet our needs in getting this coach repaired in a timely fashion or honest about being able to supply parts.  Camping World keeps telling us they can do the work, but the slow down or failure to obtain the correct parts is ****'s issues.  We were also told by Camping World that our electrical system had two recalls which **** never told us about.
  
  The coach is now not safe to operate and we don't have a timeframe for when we will get it back.
  
  In my opinion, **** has not been honest in their dealings with either Camping World or us.
  
  Respectfully,
  ***** ******
  

  

  Business Response

  Date: 12/10/2024

  Good Afternoon,
  
  We apologize for the delay in getting the needed batteries.  Our vendor is having a delay in getting inventory, as we are trying out best to expediate this as quickly as possible. We did in fact offer you compensation for the amount of time you had been in service, as it does overlap your extended warranty but it also gives you the coverage your extended warranty may not provide. We understand its frustrating and discouraging to have your coach sitting in a service center, as we will help in doing anything we can to get it completed as soon as possible.  Thank you 

  Customer Answer

  Date: 12/11/2024

   I am rejecting this response because:

  This vehicle has had electrical problems almost since we have owned it.  They have replaced circuit boards and other electrical components stating they were the problem.  Now they say its the batteries, but after three attempts to order new ones (specifically ordered from **** based on their part number) the wrong batteries keep showing up (they dont fit or they cant be used for an outdoor application (the batteries are exposed under the vehicle).  We now have multiple useless batteries that we cant do anything with.  Also, **** has changed vendors for their batteries which was another excuse they gave us for a month delay in getting batteries.  Then there was the initial excuse they were back ordered and that took a month to resolve.  Now we are told by Camping World **** is again delaying delivery, but they dont know why.  We are going into month number 7 of trying to get this repaired and as far as I can tell, **** has no idea what type of battery to send us.

  It should never take 7 months to order the correct part based on manufacturers requirements and description using their part number. Note that **** is still building and suppling this same Motorhome to their dealers.  What are they using for batteries in these coaches?

  Someone is obviously not telling the truth.

  Respectfully,

  ***** ******
  
  

  
  

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a **** Class A Windsport last winter and never used the *** When I took it out in June and turn on the *** the ** was not blowing cold. Had to take it to a **** Heavy Duty Shop to repair the ** and was told that the system did not have any refrigerant due to line being bent at an extreme angle when it was assembled from the manufacturer. I paid the service request and since it was under their warranty, I contacted their customer service line. Through email I sent my invoice and asked for reimbursement for the work. I was told that a check would be mailed to my address in a couple weeks and it has been months. Going back and forth with the customer service rep ****** has led to no resolution and at this point it feels like I am getting the runaround. If the repair is under warranty I would like to have the reimbursement since it was not user error. I would recommend not purchasing a Thor motor coach because this is not the only issue that I have had with repairs. Other repairs have been handled through the dealership. Spend 100K on a motor home to have it be in the shop for a majority of the summer time. Disappointed with the craftsmanship and customer service.

  

  Business Response

  Date: 09/05/2024

  We apologize for the delay in your reimbursement, there was an accounting error and it was mailed to the wrong address. We have requested that a hot check be mailed out to you.Please continue working with ****** regarding any further warranty concerns.Thank you.

  Customer Answer

  Date: 09/05/2024

   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. I will be waiting for the check. 

  
  

  Thank you.

• Initial Complaint

  Date:08/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *************************** Sequence 20A, 2022 - VIN: ***************** We bought a brand new **** Sequence 20A ** on 2/3/2022. We paid $122,000. On the day of delivery, we were told that the awning was not working, but that it would be taking care of in a couple of weeks. The couple of weeks turned into months. Since the beginning we had issues with the house battery/solar/alternator charging system. At that time, we knew very little about how these things work in an **. We made many calls to Camping World asking for advice concerning these issues, and also brought the ** to their service department several times to have it checked. On different occasions it was kept for weeks at a time, but the issues persisted. During one of our trips in April 2024, the second alternator burned up, and ever since we have been trying to have the alternator replaced and all the related issues taken care of. After going back and forth with Thor Motor Coach and Camping World, and after three and half months, the alternator was replaced, but the charging system issues and the whirring sound coming from underneath still persist till today. At this point we don't know what to do. Our **** Sequence 20A has only ****** miles. Thank you, ******************************* and ***************************

  

  Business Response

  Date: 08/29/2024

  Good Afternoon,
  
  I am sorry to hear about the concerns that you have been experiencing with your Thor Motor Coach.  TMC is inclined to help you, as it appears that you were working with ************************* prior.  Based on the fact that your Manufacturer Warranty expired 02/03/2024, we would need to discuss the current unresolved issues to determine if it is something that we will cover as goodwill.  Thank you 

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since December 2023, through repeated in-person discussions and electronic and voice communications, we have been trying to work with General RV, *****, *******, and Thor Motor Coach **************** to resolve a significant water loss from our 2024 **** Gemini 23TW fresh water tank. In ****s written, video, and voice in-person advertisements, the company advertises that the freshwater tank has a 31 gallon capacity, which is does not.We have tested the capacity several times. Below is a synopsis of the findings in researching the water loss:Day 0:Specified capacity as listed in **** documentation = 31 gallons Fresh water tank shown as full by BMPro wall monitor = 17 gallons Fresh water tank overflows = 20 gallons Did not use the fresh water tank during the three days of testing. Day 1: After driving 7 hours, we had to add 12 gallons to the fresh water tank to refill the tank. After losing those 12 gallons during travel, we arrived at campsite with only 8 gallons.Day 2: After driving 4 hours, we had to add 8 gallons to the freshwater tank, so that we arrived with only 12 gallons of fresh water. Day 3: We refilled the fresh water tank to overflowing; then drained that tank one gallon at a time by hand. The tank emptied 21 gallons before we had to shut off the water pump. The Gemini was stationary during this testing. There are two issues: (1) tank does not hold 31 gallons and (2) tank loses up to 3/5 of the fresh water during travel. **** declined a repair/replace request from General RV - ******When we contacted Thor Motor Coach **************** about the water loss, **************** replied that "This is how the coach and fresh water system is designed." **** designed the tank to support only 1/3 of its advertised capacity?**** is knowingly, and deceptively, selling the 2024 **** Gemini 23TW as having a 31 gallon freshwater tank capacity, when it truly has only a 10 to 11 gallon capacity. More details in the attachment.

  

  Business Response

  Date: 08/29/2024

  We are sorry for any frustration that you have experienced with your selling dealer.  TMC is inclined to stand behind our manufacture warranty and help with any warrantable repairs.  Thank you

  Customer Answer

  Date: 09/03/2024

   I am rejecting this response because ****, the manufacturer, denies any fault, putting the blame on the dealership, and as clearly indicated in the complaint, ****, more so than the dealership is at fault.  The dealership sold us the *** but they used the information provided by ****, which knowingly did not meet the RV's advertised capacity.
  

  

  Business Response

  Date: 09/09/2024

  We are sorry for any frustration that you have experienced with your selling dealer.  TMC is inclined to stand behind our manufacture warranty and help with any warrantable repairs.  Thank you 

  Customer Answer

  Date: 09/09/2024

   I am rejecting this response because:

  **** declined a repair/replace request from General RV - ******
  
  When we contacted Thor Motor Coach **************** about the water loss, **************** replied that "This is how the coach and fresh water system is designed."   **** designed the tank to support only 1/3 of its advertised capacity.
  
  **** is knowingly, and deceptively, selling the 2024 **** Gemini 23TW as having a 31 gallon freshwater tank capacity, when it truly has only a 10 to 11 gallon capacity.
  
  

  
  

  

  Business Response

  Date: 09/09/2024

  We are sorry for any frustration that you have experienced with your selling dealer.  TMC is inclined to stand behind our manufacture warranty and help with any warrantable repairs. Please reach out to our customer service team at ************. Thank you