ComplaintsforJayco, Inc.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a brand new travel trailer from ** one in ************** in August of 2023. I bought it brand new because I wanted full warranties that Jayco had to offer. When the travel trailer was delivered and we put the slide out in the bedroom, the bed was positioned incorrectly and it ripped up the floor. There were also many other issues and defects that were not corrected by Jayco or ** one prior to it being delivered. Within two weeks of being in the unit, a rainstorm came through and water was pouring into my ** from the slide in the living room. Also, my AC would intermittently go out as well as my water heater. I started to contact Jayco and they said that I could have a mobile tech come out to diagnose. Once I got the diagnosis, they then said I had to take it back to the dealer for repairs. At this point I was living over 3 hours away from where I bought it and had to pay somebody to come get it. Keep in mind that this was brand new. The unit sat in the shop for over 2 months with no repairs done. I had to leave ************** and go to ********* for work so I pulled it out of the shop with minimal work done. I was in ********* from November to February an additional issues kept arising. Every time I would contact Jayco, they would tell me I had to take it to certain dealerships. Most of these dealerships that they recommended would not service my unit. I have now had the ** back in the shop for 2 months and to shop and Jayco continue to argue about warranty coverage. I have spent over 5 months out of the unit and paying for hotels and airbnbs for jayco's faulty manufacturing and continued failure of electrical, appliances, and simply faulty Construction. And they are still trying to deny some liability for faulty parts. Right now they are not approving the floor that was ripped up the day that the trailer was delivered and empty . I cannot continue to fight with Jayco over their faulty unit.

  Customer response

  04/23/2024

  VIN *****************

  Model Jayco ********* ******

  Business response

  04/23/2024

  Dear BBB,

  Thank you for forwarding the complaint that ************************* filed with the BBB. Jayco has reviewed the complaint and it has been forwarded to our **************** Team for response. They will contact **************** directly to discuss her concerns.

  Sincerely, Jayco, Inc.

  Customer response

  04/23/2024

   I am rejecting this response because: there has been no offer, contact, or resolution to my issues that I have been trying to work out with Jayco since August
  
  
  

  Business response

  04/24/2024

  Jayco's *************************** was alerted of the complaint around 4:00PM yesterday.  They will be contacting the complainant as soon as possible.

  Sincerely,

  Jayco Customer Service

  Customer response

  04/25/2024

   I am rejecting this response because:
  
  Jayco is still not accepting full repairs or offering a replacement or compensation for the time that has been needed to address all of these faulty defects and build issues. The time that it has spent in the shop has cost me thousands and thousands of dollars that Jayco will not take any responsibility for. 

  Business response

  04/26/2024

  Dear BBB,
  
  Jayco has made contact and is currently working with our retail owner and the authorized service center to address ****************** warrantable repair concerns. We appreciate her patience and understanding as we review and assist with the repair authorization process. We encourage **************** to contact her authorized dealership directly for updates to the warranty repair pre authorization requests submitted on her behalf. 
  
  Sincerely,
  Jayco Customer Service   
  
  

  Customer response

  04/29/2024

   I am rejecting this response because:
  JaycoJayco is continuing to reject warranty work that needs to be done that was previously approved and is making false claims about the cause of the damage to the trailer. They have not communicated with the shop and it has been sitting for 2 months without any parts being ordered at this point due to Jayco dragging their feet and refusing to approve warranty work.
  
  

  Business response

  04/30/2024

  Dear BBB,
  
  Jayco has been in contact with both **************** and the servicing dealer and will continue to honor the terms of the written Limited Warranty provided with the purchase of the *** Jayco will continue to keep the line of communication directly with **************** open however, we consider this matter with the BBB closed.
  
  Sincerely,
  Jayco, Inc.

  Customer response

  04/30/2024

   I am rejecting this response because:
  
  The matter is not closed and jayco is not honoring the warranty. My trailer has been in the shop for 2 months and they're still have not been Parts ordered due to Jayco not approving or creating problems with the warranty work. Meanwhile, I am paying for additional lodging to be out of the unit because I cannot use it for work and ***** has not offered anything to make this right as this is the second time it's been in the shop since I bought it in August.

  Business response

  05/01/2024

  
  Dear BBB,

  
  Jayco has explained its position and considers this matter closed. Jayco has been in contact with both **************** and the servicing dealer and will continue to honor the terms of
  the written Limited Warranty provided with the purchase of the *** Jayco will continue to keep the line of communication directly with **************** open.

  
  Sincerely,
  Jayco, Inc.
  

  
  

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a travel trailer in 2023, few months later while on a two week vacation the refrigerator quit working. Took the trailer to the dealer November 2023 and have yet to get the unit fixed. Dealer recommended replacing the fridge however jayco is not approving the work. They have agreed to replace a part however the part has yet to show up and has no eta to date. 3/29/24. The unit also has a leaking Y valve and it has not been addressed.

  Customer response

  04/01/2024

  Attached is the work order from the ********** shows all requested info. 

  Thanks, 

  Business response

  04/01/2024

  Dear BBB,

  Thank you for forwarding the complaint that ******************* filed with the BBB. Jayco has reviewed the complaint and it has been forwarded to our **************** Team for response. They will contact ****************** directly to discuss his concerns.

  Sincerely,

  Jayco, Inc.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Within two weeks of purchase of our Jayco Eagle *** the awning was extended when it began to rain. The rain was light so there was no cause for concern. While I was inside the *** the arm of the awning collapsed on one side, blocked the door to the *** We have been battling the manufacturer of the ** for three months, who has repeatedly denied our claim under our warranty. In their latest denial, we were advised the manufacturer of the awning says it is a "sunshade" not an "awning" and therefore is not covered under rain events. The owner's manual completely contradicts this. In fact, nowhere in the entire manual is the awning referred to as a sunshade and, in fact, the owner's manual makes clear the awning is designed to withstand getting wet. We have been given several different excuses for why they will not honor the warranty, and none holds water. We did nothing on our end to cause damage to the awning. We maintain the awning was defective in workmanship.

  Customer response

  03/25/2024

  2024 Jayco Eagle VIN Number 1UJA0BV8R1WB0069; MFG date 09/2023

  Business response

  03/26/2024

  Dear BBB,
  
  Thank you for forwarding the complaint that ************************* filed with the BBB. Jayco has reviewed the complaint and it has been forwarded to our **************** Team for response.They will contact ************ directly to discuss her concerns.
  
  Sincerely,
  Jayco, Inc.

  Customer response

  03/26/2024

   I am rejecting this response because:
  
  Jayco customer service has not been in touch with me since this complaint was filed. Prior to the filing of this complaint, Jayco repeatedly denied my warranty claim.  When I receive a satisfactory response from Jayco, I will consider closing this claim. 
  
  

  Business response

  03/26/2024

  Dear BBB,
  
  Jayco has now had the opportunity to respond the complaint submitted by *************. Jayco has explained its position.
  
  Respectfully,
  Jayco ****************

  Customer response

  03/26/2024

   I am rejecting this response because:
  Jayco is apparent refusing to respond to my complaint via BBb because they dont want to put a lie out there on a public forum. The response sent to me privately by Jayco is unacceptable as they are lying. 
  
  

  Business response

  03/27/2024

  Dear BBB,

  Jayco has explained its position to ************. Jayco considers this matter closed.
  

  Sincerely,
  Jayco Customer Service

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a camper from Jayco with a faulty door. They took the camper back to Middlebury, In December 23' and tried to fix the door but were unable to do so. They are asking me to send the camper back up there again which is **** miles away from me. This is unacceptable. I have been battling this for far too long and they need to buy the camper back because they are unable to fix it. I purchased a new camper and the door has never shut properly.

  Customer response

  02/07/2024

  1UJBJOBS6n14AO436 is the vin number and the model number is 29BH

  Business response

  02/07/2024

  Dear BBB,
  
  Thank you for forwarding the complaint that ******************* filed with the BBB. Jayco has reviewed his complaint and has confirmed with the selling dealer that the ** door is functioning correctly and as designed.
  
  Sincerely,
  Jayco, Inc.

  Customer response

  02/08/2024

   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.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Jayco Eagle was purchased in 2021. We have had many issues with this unit including: furnace needing to be rebuilt, toilet leaking after being replaced, kitchen sink completely falling in, all 4 tires needed to be replaced due to broken belts, structural issues with the ceiling, and now structural issues with the back ************** damage. Jayco refuses to send information on warranty work completed and between the dealership and Jayco, they are pointing the finger back and forth. In 2 years an $80k campers would not be out of service for over 200 days. It should also not have structural damage. We were told it was due to lack of maintenance. We stated we could provide maintenance schedule and receipts for products bought for maintenance. Jayco has declined to accept them and just keeps saying it is lack of maintenance. WE MAINTAINED OUR CAMPER!! I think Jayco is confusing maintenance with repair. They expect the consumer to repair their shabby manufacturing. It sits on private land, has traveled less than 250 miles since purchased, and has been used only a few months since purchased. It has been out of service more than it has been enjoyed.When speaking with **** at Jayco, he refuses to offer information about what warranty work was sent to them regarding our unit, what was denied and why. He also refused to give the first name of his supervisor. We have asked to have a Jayco representative view the camper with us, as it sits at the dealership waiting for other warranty work to be completed, and it was denied.

  Customer response

  01/31/2024

  2022 Jayco eagle 321 rsts

   

  vin# 1ujc0btt9n1wd0145

  Business response

  01/31/2024

  Dear BBB,
  
  Thank you for forwarding the complaint that ********************* filed with the BBB. Jayco has reviewed the complaint and it has been forwarded to our **************** Team for response. They will contact ************** directly to discuss her concerns.
  
  Sincerely,
  Jayco, Inc.

  Customer response

  02/01/2024

   I am rejecting this response because:
  Jayco has not contacted me. This response will be rejected until there is a resolution. 
  

  Thank you. 

  
  

  Business response

  02/06/2024

  Dear BBB,
  
  The retail owner has accepted Jaycos offer to resolve their complaint. Jayco considers this BBB matter closed.
  
  Sincerely,
  Jayco, Inc.

  Customer response

  02/13/2024

   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.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We got a new travel trailer in October of ****************************** November of ********************************************************************************************************************* for warranty and jayco said they didnt cover damages we have the jayco 2 and 3 year warranty and paid for extended warranty also all we want is it fixed because the place we got the camper says jayco should have put a stop on it and would have to cover it but they say they wont what good is warranties if they dont cover problems

  Customer response

  02/04/2024

  Vin # 1UJBJOAJ5N17B0893.                              Model- Jayco *** Flight SLX7 183BS

  Business response

  02/05/2024

  Dear BBB,
  Thank you for forwarding the complaint that **** & ************************* filed with the BBB. Jayco has reviewed the complaint and it has been forwarded to our **************** Team for response. They will contact Mr.& ******************* directly to discuss their concerns.
  Sincerely,
  Jayco, Inc.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a brand new Jayco Greyhawk November of 2021 from La Mesa in ************** **. Since I was working full time and in the process of a move I kept my unit in Storage just starting it and moving it about once per month. In July I embarked on a road trip where many issues cropped up and I sent an extensive list with all the issues to Jayco. Since I was not returning to my home **************** until December and the dozen or so issues were noted prior to the warranty ending we were extended until Feb for our warranty. Upon arrival to the shop issues were addressed and sent the findings to JAYCO. Jayco has refused to replace the fuel pump in our generator (.NEVER been used!) even though this was sent as an original issue and JAYCO representative told us it would be covered. NOW stating it is ONEN generator problem and we have to address it with them?! Really? Not ONCE in the dozen plus emails did anyone mention that it was not covered! Also the FIBERGLASS is cracking on the cab. This unit has less than 7 g miles and cost ****** dollars and you wont cover a STRUCTURAL issue such as fiberglass cracking on YOUR unit?Last but not least.the wrong grate was put on the stove ( yes it was SOLD to us with the wrong stove grate!) and it wont fit unless it is upside down and JAYCO is refusing to replace the grate with the correct one that should have been placed upon production! I have the email chain in my possession if a JAYCO representative needs documentation

  Customer response

  12/20/2023

  Jayco 2022 Greyhawk 30 z

  VIN 1fdxe4fn6ndc25304

  Business response

  12/20/2023

  Dear BBB,
  Thank you for forwarding the complaint that *********************************** filed with the BBB. Jayco has reviewed the
  complaint and it has been forwarded to our **************** Team for response. They will contact Mr. ***********;directly to discuss his concerns.
  Sincerely,
  Jayco, Inc.

  Customer response

  12/25/2023

   I am rejecting this response because:Jayco representative refuses to back their poor quality build.  They gave me the runaround and the supervisor basically accused me of making things up.e-mail statement of why didnt you tell us about the stove grate before now?.really? Do they think we went and bought another grate put it in upside down then asked JAYCO to replace it?  The service advisor made the comment when I mentioned the grate didnt fit right that it was the INCORRECT grate.now this so called supervisor says that is a warranty issue under our stove.sure it is.you put the wrong stuff in my ****** rig then say its someone else. Pots do not sit correctly on the stove and are a HUGE burn risk.  They are aware of a safety issue and turn a blind eye.   Same with the generator issue. We advised JAYCO of the generator issue months ago. JAYCO advisor even put it in ALL correspondence stating that JAYCO will cover the issues on the list never ONCE saying it was not their responsibility and we needed to call ONAN.  
  Now refusing to pay to have a generator with less than 5 hours on it taken care of.

  Crack in the fiberglassreally? Structural crack on a rig with less than **** miles! ***** with the not our problem attitude.  
  Had the **** to say they covered the other 20 or so issues with the rig..the cheap fixes. Except for the floor that they are covering as a goodwill gesture ( glue coming up through the laminate flooring because JAYCO used the wrong glue). Thats not goodwill.Goodwill would be a company recall of the bad flooring

  Ive read numerous complaints about the stove grate.how long will it be before something horrible happens and JAYCO will have to answer for it? 
  This is just disgusting business practices and now I feel it is my moral responsibility to warn all potential customers of the lack of backing of their products.  
  
  

  
  

  Business response

  12/26/2023

  Jayco will review ******************** rejection of its response to his complaint after we return from the Holiday shut-down the first of the year.

  Sincerely,

  Jayco Customer Service

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Jayco ********** 385 thws new in August of 2020. This spring (May 2023) brought RV to local dealer for inspection and learned it needed 4 new tires. Purchased tires and then learned they could not be installed on RV because the right front shackle was bent and broken away from frame. Took RV to certified welder to have shackle welded and learned the entire frame is unsafe as there are faulty welds and an uncharacteristic amount of rust on the frame beams. Took RV to ****'s RV in ******* where it was purchased and it was confirmed that the frame is severely compromised to the point that the service people do not feel it is structurally strong enough to move it to their storage lot. Service representative reported he has worked on ***** year old RVs that did not have frames in this shape. Jayco and ******* (frame manufacturer) both have been contacted and we are just told it is no longer under warranty. We don't know what else we can do the resolve this issue.

  Customer response

  12/13/2023

  The vin number in reference to this complaint is:
  *****************
  Model:  ********** 385 thws
  
  Thank you for your help!
  *** and *********************
  Sent from my iPhone
  

  
  

  
  

  We called Jayco and ******* when the first beam fell off - it was still under warranty.  We could not get any answers so we had the beam welded back in - it came off again, and a second one came off.

  Sent from my iPhone

  Business response

  12/26/2023

  Jayco **************** has been in communication with ******* Components (the manufacturer of the frame/suspension) with regards to a response to this complaint and will be contacting our customer after the Christmas/New Year holidays.

  Sincerely,

  Jayco ****************

  Customer response

  01/10/2024

  Hi ********,
  I just received your message regarding our complaint.  This has not been resolved.  A representative is coming to inspect the ** frame on February 1.  We are awaiting that visit to see what the next steps are.
  
  Thank you!
  *********************
  
  Sent from my iPhone
  

  
  

  Customer response

  02/13/2024

  Hello!
  I am just writing to update our case.  A technician from *******, *** came to evaluate the situation with ****** on February 9.   He took numerous pictures and agreed it was a structural issue with the frame and it is unsafe to use.  He is turning his report and the pictures into the company and we are awaiting to hear from them regarding if they are taking responsibility and will work with us to rectify this situation.
  
  Thank you!
  
  *********************;
  

  
  

  Business response

  02/13/2024

  Dear BBB,
  
  Thank you for forwarding the update that ********************* submitted to the BBB.
  
  A technician from *******, *** performed an inspection of the ** at the customers residence on February 9, 2024. Jayco is awaiting Lipperts written inspection report. We will contact ************** directly to discuss the results.
  
  ************************************* ***

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my Jayco Terrain in May of 2023. It has been in the shop every month with issues. I kept stating that the batteries are not keeping a charge. ******* has had my Jayco Terrain since September and now they are saying it might be fixed in January. I've contacted Jayco **************** and they said they can't do anything and will not stand by their product.

  Customer response

  11/22/2023

  My VIN is *****************. It is a Jayco Terrain 19Y Sent from my iPhone

  Business response

  11/22/2023

  Dear BBB,
  Thank you for forwarding the complaint that *********************** filed with the BBB. Jayco has reviewed the
  complaint and it has been forwarded to our **************** Team for response. They will contact **************** directly to discuss his concerns.

  
  Sincerely,
  Jayco, Inc.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 06/05/2023 a shop repaired a snapped leaf spring on our 2017 Jayco Pinnacle 36FBTS. They recommended upgrading all of them from a 6 to 7 leaf configuration. Cost was $1447.08. We then learned of recall RCLRPT-19V702-1100.PDF (nhtsa.gov). We contacted Jayco directly to ask how we can obtain a refund for the work, which would have been part of the recall fix. They said they could not reimburse us until a Jayco certified repair shop completed the steps needed to qualify for recall. We made an appointment with a Jayco repair shop and they submitted the information Jayco requested. On 10/17 the dealership warranty manager said she could no longer help us because Jayco told her weve known about this recall since 10/2020. This was humiliating and untrue. It made us look dishonest, when all we were doing was acting instructions from Jayco. (Jayco was unable to provide us proof of a conversation where we were told about the recall.) Our calls to Jayco went unanswered for the next two weeks. Finally on 11/2 we spoke with a lead at Jayco. She told us that because Jayco is unable to take the measurements they need to confirm the vehicles recall eligibility they will not refund us for the repairs. She was referring to the fact that the previous owner, in approx 2018, flipped the axles, attempting to compensate for the lack of clearance caused by the underrated suspension, which was evident well before the recall was issued in late 2019. In summary, Jayco is excluding us from benefitting from a SAFETY recall simply because the vehicle had been modified by the previous owner, who was clearly trying to fix a manufacturing fault that was SO BAD Jayco was later forced to issue a recall. Wed like Jayco to refund us $1447.08 and to contact the dealership and explain to the warranty manager that we were not in fact aware of this recall before 06/05/2023. I have all emails documenting everything stated here and will provide upon request.

  Business response

  11/13/2023

  Please provide the 17-digit VIN for this trailer so that we may review the service files and properly respond to this complaint.

  Sincerely,

  Jayco Customer Service

  Customer response

  11/14/2023

   I am rejecting this response because:
  
  Hi there, of course - our VIN is *****************
  

  Business response

  11/14/2023

  Dear BBB,

  Thank you for forwarding the complaint that *********************** filed with the BBB. Jayco has reviewed the complaint and it has been forwarded to our **************** Team for response. They will contact ************** directly to discuss their concerns.

  Sincerely,

  Jayco, Inc.

  Customer response

  11/17/2023

   I am rejecting this response because:
  
  Thank you.  We have been trying to get a favorable outcome from them since June. At this point Id prefer any communication regarding this matter be channeled through the BBB because Id like a disinterested party to mediate. 
  

  Business response

  11/21/2023

  Dear BBB,
  
  Jayco has reached a mutual agreement with our retail owners, Mr. ***** *************** regarding their BBB complaint. We consider the matter satisfactorily resolved.
  
  Sincerely,
  Jayco ****************

  Customer response

  11/28/2023

   I am rejecting this response because:
  
  Thank you Jayco has agreed to refund us $1100 of our $1500 we are requesting. Id like keep this case open until we receive payment. 
  
  

  Business response

  11/28/2023

  Dear BBB,
  
  Jayco has reached a mutual agreement with our retail owners, Mr. ***** *************** regarding their BBB complaint. We consider the matter satisfactorily resolved.
  
  Sincerely,
  Jayco ****************

*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. ↩