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:01/21/2025

  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.

  In July of 2023 I purchased a 382-WB 5th wheel VIN *****************. When we did our walkthrough the door didn't close properly so we asked them to fix it before they delivered it and they agreed to. The dealership delivered it in September and we covered it for the winter. In January of 2024 we took the cover off to take it to camp and realized the door still didn't open and close right and it was scraping paint off the frame. We called Grand Design I believe January 11th to start a claim ( claim # ********) and after a few back and fourths with them in April of 2024 they agreed to let our mobile tech come out to fix it. After inspection the mobile tech said he believes the frame was bent is the reason the door wouldn't open and close properly so there was nothing he could do. I called the guy at Grand Design that gave me the claim number and let him know that the refrigerator also doesn't work so he suggested that I take it back to the dealership. Our dealership moved locations and said they were no longer taking campers in to work on without an appointment because their lot is too small. We made the first available appointment which was 3 months out. by this time our warranty is expired. It took the dealership another 7 weeks to look at it and submit a claim to Grand Design. I just got an email from Grand Design rejecting it saying the warranty was expired so they won't fix it. I called and spoke to someone different this morning and she also stated that they will do absolutely nothing. So even after getting the work approved and a claim number within the warranty period now they are refusing to fix it.

  Business Response

  Date: 01/22/2025

  ******* - we're very sorry about this.  We reviewed your case and because you notified us prior to warranty expiration, this is getting approved.  We're sorry for the inconvenience.  You will be contacted by a representative shortly and our team has notified the dealer.

• Initial Complaint

  Date:11/18/2024

  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.

  On Oct 25th 2024 I took my 2022 Grand Design Transcend ** , VIN *****************, to ************** ** in Grand Bay, ** where I purchased it because there was a soft spot in the floor of the bed room. The ************** service person in my presence looked over the ** and stated that all the seals looked good and that he thought there was a leak in the door frame itself. On Nov. 5th notifying me that they had found the leak and it was at the door frame itself and that he was submitting to warranty. He stated that a seal was left out from the factory. The seal was under a rain guard at the top left of the door. He stated that you could not see it unless you removed the rain guard. Nov. 11th ************** informed me that Grand Design had denied the warranty claim I called Grand Design and told them what the service department had told me about the seal left off at the factory. Grand Design said they had no pictures and if ************** would send pictures they would revisit it. Nov. 16th ************** again told me Grand Design denied the warranty claim stating that sealing was the customers responsibility. I called ******************************************* again and informed them that the dealer stated that there was no way a customer could know this seal was missing unless parts were removed. I have two emails from ***************** stating this fact. Grand Design stated that the information they received did not mention this. ************** said they wrote the warranty claim up as a manufacturing defect. I understand that the one year bumper to bumper warranty is up as I bought the unit 2 years ago. But a manufacturing defect of this nature would take a while to show up. Grand Design also has a 3 year structural warranty. Since the leak, that was caused from a manufacturing defect, has rotted the wood around the door and the floor at the door I consider it structural.

  Business Response

  Date: 11/22/2024

  We're sorry for your frustrations with this.  We've been in communication with your dealer and they will be in touch with you to get this resolved.  Please don't hesitate to reach out to our customer service department if you have further questions or concerns.  

• Initial Complaint

  Date:11/05/2024

  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.

  This complaint is about Grand Design refusing to honor the warranty on their product. I have been working with them for over a year to get multiple issues fixed and covered. I spoke with three different customer service representatives. I made progress with two of them, but the third representative seems to be doing everything possible to deflect any responsibility. My wife and I bought a Grand Design Imagine XLS 21BHE in February of 2023. Soon after, the military transfered me to ******, so we towed the trailer during the move. We noticed several issues with the trailer and submitted a warranty service request in June. ** has one dealer listed in ******, but when I contacted them, I found out their service center was shut down due to a labor dispute. ** said I could get a fully detailed quote from another shop for them to approve. I contacted three shops, but none of them would do it as they had enough work that spending the time on a quote was not worth it for them. ** then said I could get work done and submit my receipts for reimbursement. By then, the snow had set in and I could not get the work done that year. ** said that since I had started the process within a year, I could wait until the next summer to complete the warranty work. I got the work done the next summer, but the shop needed to replace some parts, so they provided a receipt that included discriptions of the unfinished work with the parts needed. ** reimbursed me for that work. I asked them to send the parts, but the representative consistently avoided answering directly, but wrote that the estimate was approved. I let GD know that I was going to get the rest of the work done. Once it was completed with localy sourced parts, I submitted two receipts. They reimbursed me for one receipt, but not the other. When I inquired, they initialy made it sound like they had made a clerical error and missed the last receipt. Now, they are saying that none of the work was authorized.

  Business Response

  Date: 11/05/2024

  We're sorry that getting repairs completed and reimbursed has become more difficult than anticipated.  We try to help our customers to make the process simpler, but unfortunately this was not the case in your situation and for that we apologize.  We appreciate the feedback and strive to do better.  We will have a representative reach out to you right away to finish your claim so you can move forward and you can continue enjoying your RV with your family.

  Customer Answer

  Date: 11/12/2024

   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.  They have reached out and promised to resolve the issue.  I am still waiting for the resolution, but expect it to be completed this week.  

  
  

  Thank you.

• Initial Complaint

  Date:08/04/2024

  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.

  Its probably best if I just put the email exchange word for word. My first contact with them was describing my issues, second was pictures with descriptions of the issues. After that this is the email I received. Also keep in mind the say the will be with you in ***** hours, it took over a week for them to get back to me.From Grand Design "Thank you for your patience. The screws for the jacks get bent like that when you use the wrong tools to move them. What are you using? The trim just needs to be pin nailed or stapled back up and then you can fill over those holes if you prefer to do that. You are welcome to order a new cover that is missing from my parts ***** I'm not sure if you can get longer locking arms for the compartment doors. you need to measure those and then my parts **** can tell you if we have longer ones. This may be something you can also purchase from a hardware store after you measure what you currently have."My response "I've been using the supplied tool for the jacks, nothing else. So the tool supplied by you guys is the cause of the ***************** screws. All I need for the locking arms is maybe a quarter inch longer and then they will actually work instead of being useless. Really what I'm getting from this email is that you all don't actually care. You could have sent me a part number for the vent cover, you could have attempted to look up a slightly larger locking arm, you didn't even talk about the sink and water damage. Obviously the trim just needs to be pin nailed, I was just showing the bigger picture of this trailer falling apart. If you aren't going to help just say that. Instead of telling me a bunch of things that solve zero problems. Especially since we are over a month into me making my first contact. I see there is no care here so I will just forward this up the chain."I already paid someone to fix the sink. I fixed the locks and vent. I still have water damage and faulty jacks. I just want them to care and helpabit

  Business Response

  Date: 08/07/2024

  We are so sorry that this customer had a bad experience.  We do not show any contact with a consumer by this name since 2023 however.

  Could we please get the serial number of the unit they are writing about and a good phone number so we can call them and we will try to get answers to their questions.

  Once we have this info we will reach out to the customer.

  Customer Answer

  Date: 08/08/2024

   I am rejecting this response because:  Here is my case # sent on Jun 3, #********.  It took *********************** till June 10th to respond to me, with her nothing letter.  My VIN is *****************.  Since your records don't seem to be very good.  I would like to keep all messages here on BBB so that I have documentation.  You did try to call me a few days ago, I would rather keep it here.  My previous messages sent to you under that case # and *********************** will explain everything.  Please get back to me with a sensible response here.
  
  

  Business Response

  Date: 08/09/2024

  Thank you ******************** for this information.

  We are so sorry again that you had a bad experience.

  I found your information and just to verify your address?

  Customer Name: ***************************************
  Phone: **********
  Email: ************************
  Address:
  ********************************************

  If that is correct I want to try and make this up to you by sending four new stabilizer jacks out to you no charge.

  I did want to note to you that in one of your e-mails you stated you did not think they were strong enough to lift the trailer.  They aren't.  They are not designed to lift the trailer...only to stabilize it so it doesn't rock.

  This video should help- ****************************

  Let me know on the address and I will get the stabilizers on order.

   

   

• Initial Complaint

  Date:05/26/2024

  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.

  We bought our Grand Design Solitude 5th wheel in June 2022 from General RV in *******, **. We have taken it to General RV for all service since that time and have had minor issues that have been resolved within reason. In the beginning of March (2024) we took our unit in for its yearly maintenance and noticed a large gap in the front of the unit that fluctuates when hooked up to the truck vs. stabilized on the ground. General RV then took our unit apart and noted multiple fractures in our steel frame as well as multiple lag bolts missing throughout the unit that must have been missed during installation, potentially being the cause of our broken frame. General RV consulted with Grand Design and got the approved "fixes" from Grand Design over the past couple of weeks which have been completed, but our unit continues to shift and break the seals, before it ever even left General RV with these said fixes. We have also been told that the person working on our claim is not allowed to speak with us and that they "can not tell us what is specifically wrong with our unit". Grand Design has been contacted multiple times by us, the customer, as well as General RV and have both been promised return calls from a supervisor regarding next steps and have heard nothing. My family's issue here is that we continue to pay our loan, storage, and insurance monthly, along with cancelling three trips so far this season, as we are unable to use our unit safely. The fact that this issue has not been fixed and we are no closer to a resolution in 3 months is unacceptable and we would like something done to resolve this issue as soon as possible. We have a once in a lifetime trip planned in the upcoming month and need our unit back, fixed correctly, in a timely manner. We aren't asking for much, just the ability to use our $90k unit safely and have Grand Design meet the standards expected of them as a high quality RV company. Thank you.VIN: ***************** Model: 3740BH Solitude

  Business Response

  Date: 05/28/2024

  We are very committed to taking care of this matter for **************.

  We have reached out to him and will continue to keep him in the loop as we move towards resolution.

  Customer Answer

  Date: 06/10/2024

  Hello,
  
  I just wanted to reach out and offer some feedback on my claim against Grand Design. We just resolved this issue and I didnt get a chance to respond on BBB before the case was closed. I just wanted to respond that Grand Design did act in good faith and handled our issue properly and effectively. I appreciate that they took care of this and am grateful for your help in this. 
  
  Thank you, 
  
  *******************
  

  
  

• Initial Complaint

  Date:04/15/2024

  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.

  I purchased A 2023 grand transcend with ******* ***** July 2023. Since my purchase we have continued to have safety issues with the coach. Our travel trailer has been brought to the dealership for repairs more than 4 times. Our trailer has been parked and parts removed for 18 days. ******* ***** submitted tickets to the manufacturer surrounding damage to both sides of the trailer that are caused by a manufacturer defect. We have informed the dealership of this issue for months and they are unable to determine the cause. Grand design has asked for measurements to check the frame and axils which have different dmeasuresments. We have reported floor and wall separation, pulling of the trailer since purchase to one side , AC unit issues, venting issues, wheel deterioration with less than 150 miles, hot water system issues, refrigerator issues, stabilizer issues and damage to both sides of the trailer. Grand design nor ******* ***** can determine the causation and or reason for continued issues and why the trailer is pulling inward on itself. As a result we have allowed both reasonable time to determine the causation of all the issues specifically the safety concerns. To date grand design can not advise the reason for the issues but has offered to replace what can be seen by the eye cosmetically. Without knowing the reason for all of these issues pulling inwards and separation of the walls and floors we have asked grand design to follow their 100% guarantee and to take the trailer back and provide a full refund. We have also made several other arbitrary recommendations to come to an agreement. To date grand design is unwilling to recognize the liability and safety concerns that have been presented and declined all of our negotiations. We are currently asking at this time for the coach to be accepted back by the manufacturer with full refund. The next available date for SRT to view the us 31 days equaling more than 45 days in the bay.

  Business Response

  Date: 04/23/2024

  Thank you for writing regarding our customer.

  We have been in regular contact with ************** over the past two weeks.

  We sent a factory SRT technician there to ***** to meet her today (three weeks earlier than planned due to a cancelation).

  The unit was inspected and measured and there are no abnormalities in the frame measurements and no sign of unusual wear on tires. Pictures she sent were not indicative of the tires when seen in person.

  As a show of goodwill we sent new J-wrap metal to replace the old metal that appeared to be bent after it arrived from the factory.

  We offered to add a second air-conditioner as a further show of goodwill, even after testing proved the ** was working as designed.  It was explained that if the temperature is beyond 100 degrees there are no RV **'s that can maintain more than a ***** degree drop in ambient temperature.  This offer had not been accepted as of this writing.

  All other items were found to be normal or in working order according to our factory technician.
  

  Please let us know if there is anything further we can do to help this customer.

  Customer Answer

  Date: 04/23/2024

  I am rejecting this response because: 

  Our coach has been in the shop now for 23 days, Grand Design had scheduled their *** to come to the shop on May 13, 2024. I received a call last minute that a *** had become available the next morning. I adjusted my work schedule so that I could meet with him, however the manufacturer nor the dealership contacted me to discuss availability. I adjusted my schedule once more to meet their needs. I met with Grand Designs *** member today. While he was present he diagnosed several of the issues that have been reported a numerous times. From  his review he determined that there to be voltage issue with the fridge but unable to locate it, lack of water pressure but to all facets/ shower but water is present, the hot water heater had to be ignited more than three times to get started and exceeded more than 10 miniates to heat up, he also determined that the frame measurements according to ******* are at their maximum acceptable measurement and if there are any movements it will be considered negative and a frame issue. The *** measurements were also different than the ones completed by the shop which showed they were not the same. The unit still pulls to the side as they were not able to diagnose that issue. The tires are the same ones from purchase but balding reason was not confirmed. It was also determined by *** that this design is not built to handle the stress of the heat in Texas structurally and fully lacks the ability to provide a safe indoor temperature ( below 80 degrees) and reduce the amount of humidity in the unit which can long term lead to mold. We were informed that the unit will continue to bend inward on itself due to the heat and elements.Although not recommended the technician said he could add a second unit to the master bedroom which required a new electric panel , wiring , install and movement of several items. Even with this he advised there is no guarantee and that this model was not made for a second unit. With the continued safety issues, confirmation of serious structural issues in the future ( indoor and outdoor/ walls) and inability to use the trailer in the state it was sold in as is isnt acceptable. The manufacturer offering to make significant changes to the original model that are not recommended by them and never suggested or approved by a manufacturer have led us to question the manufactures recognition of the poor quality and lack of safety. Our insurance carrier has also strongly advised not to move forward with that option as it exposes us to more potential issues, damages and lack of coverage. Although we will provide feedback to the dealership as well given the safety concerns and false advertisement we have not been provided a solution that is in the best interest and safety of the consumer. The manufacturer has looked for short term fixes and is willing to go against their professional opinion to add the ** unit. We were also advised there could be additional voltage issues with the two units and fridge because the unit is not built or made for two. We again have politely requested that the manufacturer take back the unit. Per our meeting today we all in agreed that structure and build of this unit is not safe or appropriate for Texas conditions and certainly not for a family with an infant and young children. It should be noted that this is a 2023 model and the other 3 units that were on the lot at our time of purchase 8 months ago are still present. This leads us to believe we were taken advantage of as first time buyers and that the manufacture is not standing by their guarantee. This coach is not safe for out family to use and could impact our health in the long run. Given that our children are in school, we travel on holiday and summer which the camper is inoperable during those times. We again ask for a full refund of this purchase. No other solutions have been offered to date. We also have never heard back from *** after we met with ***, and *** advised that discussions of other options would need to be approved by ***.

  
  

  Business Response

  Date: 04/23/2024

  We will reply once we receive the report from our SRT

  Customer Answer

  Date: 04/23/2024

  The previous inquiry didnt receive a response but this is just a note to advise of grand designs delay as they responded prior to meeting with their SRT. 
  

  I would request that they consider all factors and contact me prior to responding as grand design corporate has not contacted me since visiting with SRT. A amicable solution has not been provided at this time. 
  

  Thank you , *****

  Business Response

  Date: 04/26/2024

  Our technician's inspection found that everything in the ** is working within specs and the customer is asking for the ** to do things that it cannot do.

  One example is the customer wants the Air Conditioning to cool down to 70 degrees when it is 110 degrees outside...this is not possible in any ** with one air conditioner.

  We even offered to add a second air conditioner as a goodwill gesture and she has refused this offer.

  The dealer has completed installing the **Wrap and the unit is ready to be picked up...the customer told me today they refuse to pick up the camper because they want something in writing stating there is no issue with the frame.

  I will attempt to get this information for her, but ******* may not be able to provide this without an inspection of their own...I told the customer I would let her know.
  

  She is also claiming that there is mold when there is no proof or evidence of this assertion.

  She has officially requested a repurchase and our investigation of her file and the results of our firsthand inspection do not support a repurchase of this **.

  Customer Answer

  Date: 04/26/2024

   I am rejecting this response because:
  
  I spoke with *** this morning and he confirmed that grand design is not willing to resolve our concerns. Specifically, he was asked if the unit is not safe and in high temperatures can cause bodily harm and loss of life they are not considering the take back of the property. *** confirmed that they are aware it cant be used in ***** and thats just the way it is. We discussed the humidity and it creating mold and the temperature imploding the coach. He is aware that the coach will continue to be damaged by the temperatures and that the current AC unit will burn out as it has to run full time to even get the coach below 100. 
  

  I called ******* the manufacturer of the frame and they advised they have concerns with the measurements and recommend leaving it at the shop. *** confirmed he is aware that they didnt approve the frame but is requiring us to use the model and take it back. He then said they cant determine proper measurements after its released. If the manufacture of the frame and the coach can not 100% confirm safety and no frame issues why would the coach be forced back to the customer. 
  

  We as the consumer were lied to by grand design as they told us ******* approved the measurements. ******* is welcome to send their own person to the shop.

  However grand design has shown gross negligence, falsely provided information and agrees that the coach is unsafe but refuses to handle the situation or consumer concerns appropriately. 
  

  we request that BBB recognize the wrongful actions of grand design and request they further assist. 
  

  As grand design has led us to question their integrity we will likely involve Texas attorney general and federal trade commission. It is our understanding that grand design is forcing the take back of a severally damaged item without any fix or repair. 
  

  If needed we also have the conversation with the *** recorded. 
  

  thank you , *********************

  Business Response

  Date: 04/26/2024

   Our reply is in all Capital letters following customers points below:

  I am rejecting this response because:
  
  I spoke with *** this morning and he confirmed that grand design is not willing to resolve our concerns. Specifically, he was asked if the unit is not safe and in high temperatures can cause bodily harm and loss of life they are not considering the take back of the property. *** confirmed that they are aware it cant be used in ***** and thats just the way it is. We discussed the humidity and it creating mold and the temperature imploding the coach. He is aware that the coach will continue to be damaged by the temperatures and that the current AC unit will burn out as it has to run full time to even get the coach below 100.  WE DID NOT AGREE THAT THIS UNIT COULD NOT BE USED IN *****- WE EXPLAINED THAT **S ARE ENGINEERED TO OPERATE IN NORMAL CONDITIONS COMFORTABLY (BETWEEN 20 AND 95 DEGREES). IF THEY ARE CONSISTENTLY USED OUTSIDE THESE PARAMETERS THEN THE OWNERS NEED TO TAKE ADDITIONAL STEPS TO ATTAIN THE DESIRED RESULTS.  THIS COULD INCLUDE CHOOSING AREAS NOT IN DIRECT SUNLIGHT, TINTING OR INSULATING WINDOWS OR ADDING AN ADDITIONAL AIR CONDITIONER.  AS STRICTLY A GOODWILL GESTURE WE OFFERED TO ADD AN ADDITIONAL AIR CONDITIONER TO HELP THE CUSTOMERS BE MORE COMFORTABLE. 
  
  I called ******* the manufacturer of the frame and they advised they have concerns with the measurements and recommend leaving it at the shop. *** confirmed he is aware that they didnt approve the frame but is requiring us to use the model and take it back. He then said they cant determine proper measurements after its released. If the manufacture of the frame and the coach can not 100% confirm safety and no frame issues why would the coach be forced back to the customer. THE CUSTOMER WAS TOLD THAT ******* DEEMED THERE WAS NO INFORMATION THAT THERE WAS ANYTHING WRONG WITH THEIR *****...THE MEASUREMENTS WE WERE PROVIDED BY THE DEALER ORIGINALLY WERE DIFFERENT THAN WHAT OUR TECHNICIAN MEASURED AND WE HAVE SENT THESE NEW MEASUREMENTS TO ******* AT THE REQUEST OF *****.  THE BOTTOM LINE IS THERE IS NOT AN ISSUE WITH THE ***** AND THE CUSTOMER IS TRYING TO TURN THE THREE COMPANIES AGAINST EACH OTHER AND WE WILL NOT BE A PART OF THIS.
  
  We as the consumer were lied to by grand design as they told us ******* approved the measurements. ******* is welcome to send their own person to the shop.
  However grand design has shown gross negligence, falsely provided information and agrees that the coach is unsafe but refuses to handle the situation or consumer concerns appropriately. SEE ABOVE, WE DID NOT PROVIDE ANY FALSE INFORMATION- THIS HAS BEEN MISCHARACTERIZED.  
  
  we request that BBB recognize the wrongful actions of grand design and request they further assist. WE ARE AVAILABLE TO SPEAK WITH ANYONE FROM THE BBB REGARDING THIS MATTER.
  
  As grand design has led us to question their integrity we will likely involve Texas attorney general and federal trade commission. It is our understanding that grand design is forcing the take back of a severally damaged item without any fix or repair. THE ** IS SAFE AND READY TO BE PICKED UP IN OUR OPINION.
  
  If needed we also have the conversation with the *** recorded. WE REQUEST A COPY OF THIS FOR OUR FILES AS IT WAS UNAUTHORIZED, BUT WELCOME TRANSCRIBING IT FOR THE INTERESTED PARTIES.
  
  thank you , *********************

• Initial Complaint

  Date:04/15/2024

  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.

  Bought Grand Design model Reflection 29rst in December 2022. In September of 2023 took my unit to RV Country in ****** ****** for warranty issues. Had some repairs completed but the main issue wasn't even submitted by the dealer for repair. The main issue is Delamination of the outside siding. Grand Design was notified by dealer of the problem and was told by Grand Design rep to drill a hole in the siding to apply glue thru it to repair the Delam. This suggestion of repair isn't a proper way to repair so the dealer didn't even submit the problem due to they don't have the ability to repair A company district rep viewed while at ********** and met with the service mgr and was showed the problem. Now two people at the dealership told me that a rep was in ****** and Grand Design ********* With warranty claims) claims a rep wasn't there.I was told by *** to take it to another Grand Design dealer. I took my unit to ********************* in ***** ****** to evaluate the issue and submit an estimate. Dealership completed and submitted the estimate and Grand Design denied my claim. I was told by the service rep at ******** that *** reason for denial was lack of maintenance also the warranty had expired. My unit has been in the shop since September of 2023 and the one year warranty expired in December of 2023. I have requested a copy of estimates and all paper that applies to my claim on 3-28-23 via e mail and still haven't herd back from Tye. I paid over 57k for this unit and need to sell as we want to go a different direction in the RVing and can't move forward due to the ***** issue ( if not repaired correctly it greatly devalues my unit). Please advise of t6he next step. Thanks, ***

  Customer Answer

  Date: 04/29/2024

  Here is the info needed to reopen my complaint (#******** ). If more info is needed, please inform me. Thanks, ***********************. Vin #*****************, model 297RDTS- Year 2022

  Business Response

  Date: 05/01/2024

  We have not denied coverage...we have requested pictures of the seals on the coach and the customer told us to ask the dealer.  We asked the dealer and the dealer stated they do not have the unit...the customer picked it up.

  If we can get the pictures we requested then we can move forward.

• Initial Complaint

  Date:04/01/2024

  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.

  I bought a brand new 2023 Grand Designs Trailer from ********* in July of 2023. Since we have purchased it, there have been numerous defects from the build of this trailer. The floors have had to be refurbished, now the floor creaks every time we step on the floor near the sink. There is glue markings from the repair work done, there is bumps in the floor from the repair work done. The sales company blames Grand Design for sending off from factory without truly putting the trailer together correctly. On top of the floor issues. We had to have the slide repaired due to incorrect building of slide mechanisms. The outer pass through locks are defective, can not even lock the locks. There had to be work done on some blinds inside and one of the cabinet doors. Also recently we learned that the stability jacks were not installed correctly, which resulted in collapse of the arms which I have now ordered new replacements which I will have to have correctly installed. Here is the model and serial # for trailer we purchased. Stock #****** VIN #***************** Model ***** Year 2023 *********************** *********, recently acquired by Blue Compass RV in **** **

  Business Response

  Date: 04/02/2024

  We have reached out to **************** at the phone and e-mail provided and have not yet heard back from him...according to our records his RV is still within the warranty period and we are willing to work with him to have his concerns addressed.  Please ask him to call ************ and reference his BBB complaint.

• Initial Complaint

  Date:03/27/2024

  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.

  11/5/23 Warranty work as follows.Slide is dragging on the floor when sliding in and out. (Came from factory this way)2X3 hole in floor front side of slide when in. (Came from factory this way)Entry door shifted and stuck closed. (Dealer stated the door is not the problem, its the walls of the camper shifting) (Came from factory this way)Back storage door wont close. (Door must be replaced) (Came from factory this way)Refrigerator and freezer doors wont close. (Doors must be replaces)Battery wont charge. (Battery/Solar panel bad and must be replaced)Door side wall bulges out when pulled. (Came from factory this way)Wall panels are breaking loose from the walls. (Came from factory this way)The whole wall on the entry door side must be replaced due to structural issues. (Grand Design accepted it was their fault and covered it under warranty)After removing the wall, it was discovered that a penetration on the roof was not sealed from the factory causing water damage to the roof and celling. The whole roof had to be replaced. It was found that Black Mold was growing due to the water leak. (Grand Design accepted it was their fault and covered it under warranty) I contacted several times Grand Design **************** asking for a camper replacement or a refund due to the extensive amount of work and health issues from the Black Mold. There is no way to guaranty that the Black Mold was removed, and I dont want to submit my family and friends to any health issues.3/26/24 The camper warranty work is finally completed.I have a 2022 camper that in 18 months has spent over 8 months in the shop doing warranty work. I also have a camper that I cant use, cant sell, cant trade due to Black Mold (that is from a factory defect) and Grand Design wont do nothing even though they admit it was their fault. Grand Design DONT stand behind their product nor care for customers.

  Business Response

  Date: 03/27/2024

  Thank you for writing regarding ******************** and his complaint about his Transcend.

  We are very sorry to hear that he is unhappy with our handling of his roof concerns.

  According to our records:

  * The ** in question was manufactured in March of 2022

  * ******************** purchased the trailer on 6/1/2022

  * He had three minor warranty claims during the warranty period (all submitted in Summer of 2022).  These three claims combined totaled less than $300.

  * The Grand Design warranty expired 6/1/2023

  * ******************** contacted his dealer in Fall of 2023 regarding the metal and entry door of the **...Grand Design authorized repair of these items

  * In the course of these repairs it was discovered that there was a water leak in the roof of the **...Grand Design again stepped up and authorized replacement of the roof

  As you can see by pictures  IMG_1693.JPG  IMG_1673.JPG that the customer posted, there is no remaining water damage as all affected wood was replaced by the dealer and Grand Design covered the repairs outside the parameters of our warranty because we value ******************** as a customer.  We felt that Mr. ********* request for a letter stating that we are "guaranteeing his familes health for years to come," is not a reasonable request.  We also do not feel a repurchase is called for as the repairs are completed and the unit is ready for him to use as he intended.

   

  Customer Answer

  Date: 03/28/2024

   I am rejecting this response because: I find it sad that a company thinks the problems I have had with this camper are "Minor". Look at the word document I attached and see all the issues from the first day, just because Grand Design didn't step up and cover all the issues from day one doesn't mean they are "Minor". From what I have calculated, 38% of the time I have owned this camper it has been in the shop. Grand Design thinks this is acceptable. Would you be ok with buying a new truck and only be able to use it 62% of the time you own it? I spent around 40m on this camper and would like to be able to use it more than 62% of the time. I don't think this is asking too much.

  Yes, you are correct the mold area on the roof has been repaired as shown in the pics, but what about where the water ran inside the walls that wasn't looked at? Is there mold there? Will this cause health issues for my family? The affected area is directly over and around the kid's bulk beds. Would you put your kids in an unknown risk? Additionally, If I ever decided to sell or trade it, I have to "disclose" the fact this camper has had Black Mold and may still have some in the walls. Would you buy it or take it on trade?

  I would like a replacement camper "like in kind" or a refund of my cost so I can purchase another.

  Grand Design needs to "Make Right" what their defect from the factory caused.
  

   

  
  

  Business Response

  Date: 03/28/2024

  We stated that the repairs listed on the three small claims during the warranty period were minor.

  We also stepped up and covered the other issues under warranty.

  Please call our customer service line at ************ if there is anything else we can do for you.

   

   

• Initial Complaint

  Date:03/11/2024

  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.

  Hello, Im just trying to get repairs done that have already been completed once by incapable service technicians. A skylight. That leaks and the black tank valve that pours out c*** when you open the cover. ********. My 50th Anniversary is in April and my wife and I were to take a trip in this. Come on GD. Why wont this go away.

  Business Response

  Date: 03/11/2024

  Thank you for contacting us regarding this matter.

   

  According to our records the ** was purchases in October of 2022 and the Skylight was replaced (due to screws being over torqued) in Late October of 2022.

  Then the ** had a small repair on July 31, 2023 (over 9 months after the skylight was changed) and there was no mention about an ongoing issue with the skylight.

  In late October of ********************************************************************************************* selling dealer so we can diagnose the issue and make a determination...we have received no information from the dealer that this has occurred and it is now 5 months later.

  Please poresent the ** to a Grand Design or other service facility and have them contact us with their findings.

  Customer Answer

  Date: 03/11/2024

   I am rejecting this response because:
  
  Not really a rejection I am taking it in this week. Im not the quickest old man in the neighborhood at 68. I just need this stuff done right. Please. Hooking this trailer up is sometime difficult for me. Also these items have supposedly been done already. Lazydaze ******** is terrible to work with and are not honestthey also left the exterior so filthy I had to have it cleaned.***  Lets do it right this time.

  Business Response

  Date: 03/11/2024

  I don't blame you!   We will follow up with the dealer in ten days or so and make sure they get it done correctly and quickly.

  Thank you for choosing a Grand Design!

  Customer Answer

  Date: 03/12/2024

   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.

  
  

  Thank you. I knew once GD was involved this issue would go away and I can enjoy my RV. You guys are good, Thank you very much. You guys do build a great product.         ***