Complaints

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:11/20/2023

  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.

  A simple reimbursement was all this was supposed to be. Two months and countless lies, we still do not have a check reimbursing ** for repairs to the coach for items that were simple not connected. ********************************, service and warranty representative has just continued to tell us the check is in the mail, but we do not ever get it. Including one they claim to have sent to an old address. It has never been forwarded thru ***** I have lots of emails but do not know how to attach here. Very happy to share all emails and voicemails.

  Customer Answer

  Date: 11/29/2023

  The complaint must have worked.  We finally received the check they claimed to have mailed in October and again on 11.7.23 - it was postmarked 11.14.  This of course, dates back to the original reimbursement request of 9.14.23.  We have deposited the check.

  Business Response

  Date: 12/01/2023

  Customer Complaint ID: ******** ******

  My apology for missing the first notification. We do value all our customers. We work endlessly in resolving all issues for our customers.  I will speak openly; we are not a large company that has 20 - 40 customer service representatives to take care of day-to-day business. We are a small TEAM that takes care of the entire *** and ******. My Team always provides the truth in providing customers with information to the best of their knowledge, ability and in a timely fashion.  We had a check sent out to the customer to their address that was in our system as to where they lived and registered their unit as their legal address. Our check reimbursement process is usually 2-3 weeks. The first check went out on 10-13-23 to that address. Unfortunately, they had moved, however, in an email, the customers did indicate to send their check to their new address, and it was missed at that time.  As soon as we were made aware we mailed the first check out to the wrong address we cancelled that check and cut a new check and mailed that one out. The new check date was 11-7-23 (which still means the check has to go through our process of having the owner sign the check. He was on vacation at the time of the check being cut and as soon he returned the check was signed and mailed out.  I called today 12-1-23 to validate they did receive their check and ******* stated his father-in-law picked up the mail and the check was in it and was deposited in November a few weeks ago. I apologized to ******* for the frustration and feeling like we were not taking care of his reimbursement in a timely manner, which in fact we had as quickly as we could.  I also provided my name and phone number if he needed anything in the future, to please reach out to me and I will assist him personally. ******* did say thank you and wrote down my information. Our accounting department did provide an email with dates and check numbers of each check sent and a copy of the last check that was deposited, it is attached for your review. 

  Thank you, 

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

  Director of Service 

  Nexus RV 

  ******************************** 

  ************ ext. #**** 

  Customer Answer

  Date: 12/01/2023

   I am rejecting this response because:
  
  Addendum
  
  We were contacted this morning at 7:30 am our time by a ******************************* from Nexus.  She is the person to whom BBB complaints are sent.
  
    She was rude, immediately becoming snotty and unprofessional when I stopped her from recapping what we had gone thru with Nexus.  We know what we went thru.
  
    Addressing the needs of the customer instead of their own agenda of blame and excuses has been a consistent and deep-seated theme with this company and its employees.  If they could turn that single thing around......quality of their products would certainly be vastly improved by that single systemic change of attitude and TRUE effort at customer service.  They've got a long way to go in both departments: product quality and customer service.
  
  We are grateful to finally have received the reimbursement they said would take 2-3 weeks to get to us---- 10 weeks and many lies later.  
  
  Bill and ***********************
  
  
  
  Get Outlook for Android
  ________________________________________
  

  
  

  
  

  Business Response

  Date: 12/01/2023

  Complaint Response to rejection: 

  I disagree with the rejection because I had two witnesses in my room to listen to our conversation. One was the owner of Nexus RV who comment through an email after the call, thank you were kind, gracious apologized for their frustration and let them know you were there for them in the future. This email is attached for your review. 

  Thank you, 

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

  Director of Service

  Nexus RV 

  ******************************** 

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

  Customer Answer

  Date: 12/04/2023

   I am rejecting this response because: kindness is an opinion and our opinion is in contrast with theirs.  Nexus was kind until they realized we were not going to give up.  In our very first call to them *** said," most people give **." She was speaking in reference to us finally getting a hold of them directly.  One they realized we were not giving up on the reimbursement for the warranty work then the trouble began.  Delays, lies, misdirection.  BBB can't really do anything about that, but socal media is as good as a commercial on network TV and we will use it.  Nexus was never truly concerned about the issues we had with their product, and their behavior and delays prove that in spades.  

   
  
  

  
  

• Initial Complaint

  Date:07/26/2022

  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.

  On December 2021 we bought a 2022 Nexus Rebel 30R on the same day we took it home it rained in **********. We discovered that there was a roof leak because the roof sealant was defective. We brought it back to ********* in *******, ********** where we bought the unit. We were told warranty would cover it. Well it was not fixed and we discovered more issues with the unit as we drove it for 160 miles total since the purchase. Generator was not working properly (not charging), the stabilizer is not balancing, paint job needs to be done on the roof because of the leak that happened, door slides broke it will not slide/move, a cabinet door started cracking out of nowhere, the engine and seatbelt light turned on and a few more issues such a decal stickers chipping and a few nuts and bolts missing. We took our ** twice in ********* ******* and they were not able to fix the problems. I spoke with **** from Nexus and asked for her assistance because ********* was not able to fix our **. She told me that I can bring my ** to any ** repair shop. She did ask that prior to starting the repairs that the ** repair shop will need contact her so she can authorize the needed repairs. Here is the main problem she (****) is only paying less than half of what the repairs needed to be done. So far the total cost is around $7000.00 **** is insisting that most of the issues were stemming from maintenance (there was not much to maintain since we only drove the unit for 160 miles). **** was also saying she will only pay national flat rate for labor, the ** repair explained to me that ********** has one of the highest labor fee considering we have a high standard of living compared to other states so there is a huge discrepancy with that and she will not pay for the diagnosis of the ** problems (how can you know the issue of the ** without diagnosis). Its been 7 months and we only used our ** once. We just wanted our ** fixed. And for Nexus to completely cover all the repairs needed.

  Business Response

  Date: 08/05/2022

  
  Dear *******************************,                                                                                                                                   8-5-2022
  Complaint ID # ********
  RE: Nexus RV Serial # *****
  VIN: *****************      
  2022 Rebel 30R 
  DOP: 12-8-21
  In regard to your complaint, as our Service Manager ****,provided you direction on getting your warranty items repaired. She stated, We recommend using a Nexus RV approved *************** that runs warranty through the Nexus RV warranty program.   You asked **** if ******** RVs could repair your warranty items, they were closer to home.  **** told you yes, *********** would have to contact her to have prior approval of the repairs needed.  We work off of our Nexus RV Flat Rate Code book which is based off of RVIAs Flat Rate code times.  **** also explained that if *********************** provided an invoice higher than what we approved with them, it would be your responsibility to pay the difference.  **** stated you agreed and confirmed with you that the amount and times for your warranty repairs by email.  You confirmed in the thread of emails attached that the amount we approved was $3293 per third party **** and you would be responsible for the balance of $3457.87. You agreed again to that amount with ****.  There were no surprises in what we were approving and what was the balance you had agreed to pay.  I am not sure why you are contacting the BBB, when there is clearly an email chain verifying what was agreed upon. 
  Your warranty does not expire until 12-8-22 and if you need further assistance in any warranty repairs please let us know and we can schedule you into a Nexus Approved *************** it will avoid issues such as this.
  Please review your Nexus RV Limited Warranty: #2 What are the Purchasers Obligations.  The Purchaser is responsible for all maintenance as described in the Nexus Owners Manual and/or any other care and maintenance manual supplied with the recreational Vehicle.
  
  Thank you, sincerely
  ***************************
  Director of Service
  Nexus RV