ComplaintsforThor Motor Coach

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new 2020 Thor Motorhome and later discovered the dash was cracked. The dash piece was replaced under warranty. The Motorhome has not been used since the repair and has been covered to protect it from the elements. The replaced dash piece is now cracked again in the same location. I emailed Thor and sent them pictures. *************************** responded to my email and advised me that they already replaced the dash piece and that it couldn't be replaced under goodwill. I called Thor on 12-28-21 and spoke with ****** who further advised me they were not going to replace the dash piece. This part is obviously defective or poorly designed and should be replaced under goodwill.Ref# CAS-*****-Z9M7W7

  

  Business response

  03/28/2023

  Hello, 
  We would like to apologize for the delay in responding to your complaint, BBB did not have it under the correct account initially. We do stand behind our previous statement, you can order a new dash piece from any Thor authorized facility near you, as the warranty expired on 2/25/2021. If you have any further questions or concerns regarding your coach please reach out to our customer service team at ************.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered Thor 2021 Quantum GS27 Class C Motorhome in January 2021 thru **************************.Received the "As Ordered" Thor build specification for Stock #****** and signed Feb 1, 2021 [attached].Thor delivered the Stock #****** to General RV in June and we took delivery June 29, 2021 under duress, as the delivered unit was NOT built to the ordered specification, but to different specification as detailed in the attached "As Delivered" build specification sheet. Discrepancies of the Purchased versus Delivered unit are:A. Interior Color Ordered Pewter Frost NOW Charcoal ******************* Color Ordered Casino Royale Partial Paint NOW Standard Graphics NO paint C. Cabinetry Ordered Prestige Maple NOW Coastline ************************ Seat Ordered Leatherette NOW ***************** Package Ordered NOW Window Shades, Shower Door, and Countertop NOT Premium Several attempts to get a response from *************** but we have received NO resolution, other than Thor customer service representative stating that we should take the issue up with the selling dealership. That dealership just points us back to Thor.

  

  Business response

  03/28/2023

  Hello, 

  We would like to apologize for the delay in responding to your complaint, BBB did not have it under the correct account initially. We do show that you have been in contact with our customer service team in the past. If you have any questions or concerns regarding your coach please reach out to our customer service team at ************.

  Customer response

  03/28/2023

   I am rejecting this response because: *************** DID NOT address the concern.  They just kicked it back, stating that I should contact the ********************** again.  I did that too **** times. They just don't come to an answer or offer to remedy the problem.
  
  
  

  

  Business response

  03/30/2023

  We are sorry to hear that the coach delivered was not what you had in mind. Our coaches are not built to be custom fit, they are built based on a floor plan. If the delivered coach was not what was discussed with the dealer, unfortunately we would have to point you back to the dealer as we are not the selling party. **** would only charge what came with the coach, if there were any discussions of an upgrade, or specific items, again that would be at the dealership level.

  Customer response

  03/31/2023

   I am rejecting this response because:

   
  Doesn't THOR build to an ORDER specification? Like any other manufacturing entity??  Look again at the documentation I provided.

  The ORDER specification clearly states what was to be built and shipped.  THOR decided to ship WHAT THEY BUILT, regardless of what was ordered, and paid for !!

  That is NOT the ordering Company's responsibility.

  
  

• Initial Complaint

  10/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 25th we purchased a 2021 Thor Palazzo motor coach from ********* RV in La. after discussing the flooring issue with the dealer we brought the coach home to Va and contacted Thor motor coach with the flooring issue and Thor sent out a flooring company to repair and assess the floor, the company decision was to replace the one piece seamless vinyl flooring by Thor (at a cost to Thor of thousands and thousands of dollars and an inconvenience to us) We have sent pictures several times so that Thor could have a thorough understanding of the issue of the flooring. Here are 6 pictures of approximately 11 other locations that are similar in appearance. We are willing for a reasonable compensation for the flooring issue. We have tried contacting Thor numinous times between August and October with no response on the flooring issue to try and resolve this issue. VIN# ******** Thank you for your help with this matter, *** ********** 

  

  Business response

  03/28/2023

  Hello, 
  We would like to apologize for the delay in responding to your complaint, BBB did not have it under the correct account initially. We do show that you have been in contact with our customer service team in the past. If you have any further questions or concerns regarding your coach please reach out to our customer service team at ************.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a 2022 Thor ARIA 3701 which had multiple problems from the very moment I took delivery of it. James ******* in the service dept has many emails from me detailing the issues. The last straw is when my wife, animals and I got trapped inside the coach only getting out by me escaping thru the emergency window in the back and getting injured when I hit the ground. It took another 10 minutes but I eventually got the door open just as I was about call the fire dept. When we got to FL my wife said she would never get back in so I immediately sold it for a loss. Terry in THOR service told me that he had heard of this 6 times before so it's a known issue. I feel that THOR should be held accountable for the poor craftsmanship they allow to leave their factory. I lost >26K and would like some portion if not all of the loss refunded to me. I'm resorting to the BBB as James has not responded to my requests.

  

  Business response

  10/08/2021

  Mr. ******
  
  Thor Motor Coach apologizes for your experience to date. In normal circumstances we would assign a representative to work more closely with you to address your concerns, but it appears you no longer own this vehicle, and have traded it in. The vehicle is currently listed for sale used at Airstream of Tampa. As Thor Motor Coach was not a party to the sale we do not know what your original contract price was to purchase the motorhome. Once purchased all vehicles will immediately accrue depreciation which will continue for the life of the vehicle. I show a trade in value of approximately $227,950 at a dealer, and the coach would have gone for $295,000 or more to a private party. These values come from J.D Power, and are for a 2021 model, as the 2022 figures have not come out yet. If you are within those ranges the loss is due to depreciation factors that would come regardless of warranty repairs to the vehicle.

  If you would like to send me supporting documentation of your purchase, and the sale to Airstream I would be happy to review the files.

   

  Regards,

  
  
  Mark ******* | Consumer Affairs Manager | Thor Motor Coach
  : ************ * www.thormotorcoach.com

   

  
  

• Initial Complaint

  09/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is a design issue with our brand new purchase. Thor is dismissing us and will not let me talk to anyone beyond a first line customer service representative. All previous emails and photos are screen shot in attachments. We spent over $100,000 and are having issues. I believe Thor is better than this and I am trying to teach the company. After all their motto is supposed to be… “Thor Motor Coach Will Produce the Highest Quality Recreational Vehicles. NOBODY Will Build Them Better.”

  

  Business response

  03/28/2023

  Hello, 

  
  We would like to apologize for the delay in responding to your complaint, BBB did not have it under the correct account initially. We do show that you have been in contact with our customer service team in the past. If you have any further questions or concerns regarding your coach please reach out to our customer service team at ************.

  Customer response

  03/28/2023

   I am rejecting this response because:
  
  They tried to make me sign a document release saying I could never ask for anything from Thor about any kind to pen in the past or future and they would extend my warranty. They said they would extend it for 8 months but o didnt have my rv for three of those 8 months already. I barely had any time to do a proper shake down and it was absolutely terrible trying to get anyone from **** to respond. 

  

  Business response

  03/30/2023

  When offering additional coverage, it comes with a release of claims. Being a publicly traded company, this is the only way we can give you additional warranty coverage. If you have any further questions regarding the release, we would encourage you to speak with the representative that offered that to you. Thank you

  Customer response

  04/04/2023

   I am rejecting this response because:
  
  It only serves the interest of ****. If I could get the information from the representative that offered it do you really think I would have filed a complaint here. Unsatisfactory Thor! 

• Initial Complaint

  09/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ok i do not even know where to get started and i see i only have 1000 characters to type so doesnt give me much room considering there is about 15 problems i have going on with this i will give a short version but would like to discuss ALL the issues i am having Trying to get Camping world to do anything is insane and they drag their feet and simply do not care. Issues waiting for mirrors to be replace waiting to have bed frame fixed got all warped after leak under bed siding coming off on slide out inside cabin Floor vinyl coming up in storage area All sorts of engine lights coming on - brake light - Abs light Service tract light - cruise control stops working when these come on step broke that goes into truck (that got fixed but still feels loose) When i purchased the unit wires hanging down and some tied up with duct tape told me do not worry about while its dragging down the road. Biggest issues is me brining it up each time tolls and gas over $*** each time no ride to get home

  Customer response

  09/15/2021

  I WOULD LIKE TO ISSUE A COMPLAINT - THIS IS A BRAND NEW 2022 UNIT AND TO HAVE OVER 15 ISSUES WITH IS AND THE TIME AND MONEY IT IS COSTING ME TO KEEP GOING BACK AND FORTH TO GET THIS FIXED IS OVER $**** NOT TO MENTION I NEED TO RENT A CAR IN ORDER TO GET BACK HOME ITS NOT FAIR FOR SOMETHING SO NEW 

  

  Business response

  09/22/2021

  Good Morning,
  
  A TMC Rep. has been in contact with the customer to discuss their concerns. The mirrored cabinet door is scheduled to be finished and shipped by 9/30. 

  Thank you.

  Customer response

  09/22/2021

   I am rejecting this response because:
  
  
  Yes someone did reach out to me but I have at least 10 other complaints that I listed in the email email and no one is responding to me about that the mirror is the least of my concerns

  

  Business response

  09/27/2021

  Good Afternoon, 

   

  A TMC Rep. has spoken with the customer regarding his concerns. We have provided a replacement lock to the customer and have notified him that we can provide parts directly to him to minimize trips to the dealer for repairs. 

   

  Thank you. 

  Customer response

  09/27/2021

   I am rejecting this response because:
  
  yes i did receive the lock and thanks for that - there is still a whole list of items that need to be fixed and i have since spoke to josie at camping world and she said they now have all the orders in (i have heard this before only to find out that is was never put in) Josie has assured me that all the work orders are in and Nate was the real person that wen above and beyond but the only problem with me accepting this offer is what happens once its closed - then i will get left on back burner.  i do not trust them and have had nothing but issues - like i said it seems like may just maybe i am getting things done but i will believe it when i see it 

• Initial Complaint

  08/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a Thor product in June 2020. The product included a 12 month ***** mi warranty. There were ***************************************************************************** ********* **. The Unit has now been at the shop for 8 months and has not been repaired due to delays by Thor. The latest delay is that Thor has asked that we let them transport the unit to their facility in Indiana. We agreed to this request over 4 weeks ago. Thor stated that they would pick up the unit on August 2. They have still not contacted the repair facility to schedule a pickup time. Thor has also now not responded to my email requests for a schedule related to the pick up time and repairs for over a week. Given that the unit is not usable and we have not had use for over 60% of the time we have owned it, we simply want the unit bought back from us and a refund of the purchase price and tax costs.

  

  Business response

  08/18/2021

  Good Morning,

   

  We are sorry to hear of the inconveniences you have faced with your motorhome. Currently, a TMC representative is working closely with the customer and their unit is currently at TMC for repairs. The Rep. will continue to work directly with the customer to ensure all repairs are completed.

   

  Thank you.

  Customer response

  08/18/2021

   I am rejecting this response because:
  
  Thor Motor coach did not pick up the unit as they had promised on August 2.   They did have someone pick up the unit on August 16 to be taken to the factory for repairs.   The customer service person I was working with left the company and I did not hear from the new person for 2 weeks.   Then, I did not hear from the person for another two weeks as our unit sat.    I assume the unit is now at the factory.  It has been in the shop for NINE (9) months and counting.    I went through our list of 23 issues with the unit with the first customer service person.  I have not had a call from the 2nd customer service person to review the list.   I have no idea what they are doing with the coach.   I last told Thor I did not want to own the coach anymore and had a purchase offer from a bonafide buyer.   I asked that Thor pay the difference btw the offer and our original purchase cost.   I have had no response, and our unit is still not repaired.
  

  

  Business response

  08/25/2021

  Good Morning,

   

  A Thor Motor Coach Rep. has been working to keep the owner updated as repairs are currently in process at TMC. We will continue to update them as things progress.

   

  Thank you. 

*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. ↩