ComplaintsforNewmar Corporation

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Newmar LIED to me. I called in on 17May2024 @11:19 am to make a service appointment for coach #******. The lady that I spoke to said that they were scheduling for November but I could do a "drop in" Tuesday thru Thursday. She explained that a drop in is someone without an appointment that is worked into the shop when someone cancels or if the technicians finish up early. Since I was traveling and they were 10 hours away making my stop to them a 20 hour round trip out of my way I asked what are my chances of being worked in? The lady told me that "they have never not gotten a drop in worked in". So I drove ten hours to them and checked in at the front desk at 7:07am on the 22May24 as a drop in. The receptionist told me that she scans the drop in sheet to the team leaders and someone will call me. Well at 2pm I went back to the receptionist to ask the status as nobody had called me. She said that they quit work at 2:30 but someone will call me tomorrow.So, today 23May24 @ 10:58am I receive a call from **** asking if he can help me to find someone to work on my coach as they were not going to be able to get it in. Long story ******************* said that they always have drop ins that they can not get to work on. Poor, Poor, Poor customer service as I never asked about other service options yet the lady told me about being a drop in for service. **** connected me to his manager *************************** who is the **************** Manager. Again I explained it all to him which he had no solution except to move to another rv park and to come back on Tuesday as a drop in. So, who ever the higher *** are at Newmar please listen to my phone call from 17May2024 at approximately 11:19am to hear what your service representative told me and do some TRAINING! I wasted 2 days driving to you and wasted 2 days in your rv park waiting for my coach to be serviced only to be told to leave. Needless to say I am more that disappointed.

  Business response

  05/24/2024

  We did speak with **************** yesterday morning as we were unable to get him into our factory service due to we are currently scheduling out to November 2024.   I had our London Aire brand rep reach out to the owner to assist in locating service elsewhere in the area and he declined our assistance and told us that he could do this himself and wanted to know what his options were.    I did let the owner know that we cannot guaranty him service as a drop in this week but if he would like to stay in the area there is a campgrounds not far from the factory that he could go to.   I let the owner know that he could try again next week or that we could assist him in finding service that day.     I did check into the call logs and i did find the representative that he spoke with who has worked for newmar since November of 2021.    I did ask her about the call as we do not record our owners conversations and she stated that the owner was told that we were scheduling into November and a drop in form could be filled out but there is no guaranty for service.    If **************** would like for Newmar to assist him in locating service we would be happy to help him as we have several service centers that we work with on a daily basis.   **************** can contact us at ************ and we will be happy to help.  

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Coach has electrical issues with the house batteries overheating while charging. The chassis batteries are bridged to the house batteries causing wires inverters and the *** to overheat and fail. The solar system is inop most likely a result of the main issue.

  Business response

  10/31/2023

  To Whom it May ******************************* has contacted our **************** team and we are working with our dealer, National Indoor RV in ***************, to resolve his electrical concern.   In reference to Mr. ******* request for a refund I will have our *************************** reveiw his request.    We are reaching out to **************** today to update him on the repair status of his motorhome.   

  Thank you

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

  **************** Manager 

  Customer response

  10/31/2023

   I am rejecting this response because:
  This has been a problem since purchase when an inverter had to be replaced. We are on the 4th inverter since coach was built. The problem has melted wiring overheated the lithium batteries etc. I have driven **** miles back to Newmars facility to have this fixed to no avail. The coach is a fire hazard and needs to be replaced.
  
  

  Business response

  11/03/2023

  Newmar customer service has reached out to Mr. ***** ***************** concerning their motorhome.    It has been explained that the electrical repair done at NIRVC in ***** has been completed.   **************** understood after speaking with him that the charging system components/wiring ***** temperatures are within the normal operating range and the coach is functioning as designed. 

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own a 2021 Newmar Bay Star and have pocket windows that are dual pane that are separating and is a safety hazard. All windows are during the period of a National Recall and the manufacturer of the windows will not replace all windows under recall. I asked Newmar to assist with having the manufacturer replace my windows. The manufacturer will only replace windows on the specification and will not replace all windows. I have a window that is fogging up due to separation the manufacturer refuses to replace it. I am requesting Newmar assist in having manufacturer replace my windows that are under recall. I am disappointed with The customer services ce I received from **** and **** in the customer service ***** At **********************. They have been rude and unhelpful.

  Business response

  08/31/2022

  To whom it may concern:

  We spoke with the customer back in July concerning this issue. We will reopen the case with the vendor of the windows as they have their own warranty guidelines and then we will work with the customer to try to come to a resolution. 

  Thank you. 

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2022 Newmar Canon Star #**** and have had water leaking into our coach thru the microwave vent and also on the flooring by the refrigerator. We have been at ********* since May 9, 2022 attempting to get other warranty work done and get this leak repaired. We have had to replace the floor due to the flooding of the coach. Although coach still floods when it rains and is not repaired. Newmar refuses to fix the ** stating that. 1. That coach doesn't come with a slide topper 2. Slide topper is only for leaves (but your coach doesn't need one)3.Your supposed to put the awning out as a slide topper 4. You would have needed to order a slide topper when you bought the coach.5. And there final response now is if you want a topper you will have to pay for it. Spoke with **************, parts ****** **** customer advocate ***** **** customer service, and most everyone who works at *********. ******* previously has ordered wrong topper, wrong flooring, wrong fuel door (per *********). When we bought from Newmar I thought we bought from the best company. I now have changed my mind since it is owned by *********. How does a company refuse to put a part on a coach that they promoted on there website with a galley side slide topper and then after 2 months tell me that must have been engineering that did that but we don't put them on your coach. There online information sheet reads slide toppers included but not on the slide that is the largest? This makes no sense? When we purchased this coach we were not advised that we would have flooding unless we bought an additional slide topper for the galley side. Shame on you Newmar for treating your customers like this I expected much better service but maybe you only get white glove service from million dollar coaches.Attached are photos of Newmar official website promoting our coach and a slide topper /hmm false advertising or intentional misleading? Also attached pictures of water damage.

  Business response

  06/30/2022

  To whom it may concern,

  We did speak with the customer yesterday about the awning concern. We have checked with our engineering and production and this model of coach does not get a slide topper. We will work with them to address the leak however the slide topper is not something we will participate in installing. 

  Thank you,

  *****

  Customer response

  07/12/2022

   I am rejecting this response because: NEWMAR 2022 ****** STAR BROCHURE CLEARLY SHOWS A SLIDE TOPPER/BROCHURE READS SLIDES WITH TOPPERS

   ******* here is a copy of the Newmar brochure for 2022 with our coach with a slide cover. Also, the booklet reads slide toppers are standard. Additionally, Transwest customer support and technician witnessed the water coming into our coach. *** the technician said he checked the seals and they were good. We are back to square one which is you sent out a coach without a slide topper which is a defect. Transwest also notated that the awning is not designed to be a slide topper.    My coach reads I have a brand specialist *************************. I was told then it was ******************* whom I spoke with and she told me she is now going to handle Ventana customers. Who is my BRAND SPECIALIST?

  Here are the pictures from your NEWMAR WEBSITE and additional information on our repair that we started when leaving our coach with Transwest on May 9th 2022.
  1)2 NEWMAR BROCHURES~
  2_Transwest Repair Documents~
  4)Transwest Repair Order~
  The purchase order for the right galley side slide topper had been approved by ************************* Newmar customer service rep ***** ************. We spoke with him on 5/19/2022 at 9:22 am to say they APPROVED THE SLIDE TOPPER "YOU'RE FLOORPLAN IS ONE THAT SHOULD HAVE A SLIDE TOPPER AS PER DESIGN TEAM".
  Are you still working with us on our coach? If not I need to know who to reach out to and get a personal ***** call from Newmar.

  Business response

  07/14/2022

  To whom it may concern:

  We were provided information from the customer and we are currently doing further research on this. We have made contact with the customer and will be working with him directly to bring this to a resolution. 

  Customer response

  07/22/2022

   I am rejecting this response because:
  Unclear why Newmar/Winnebago is stating they are doing further research. Research for what? I am waiting to get an in writing approval and purchase order for part (slide topper). Need a submitted approval and purchase order stating that Newmar/Winnebago will pay for the slide topper and that correct slide topper has been ordered. In addition that they approve to have *************** repair defect on missing slide topper.

  Below is the response we received from a **************** rep: ******************************** Coach Support <**********************************************>
  
  Thu 7/14/2022 8:09 AM
  
  **************, 
  
  
  
  
  

   

  
  

• Initial Complaint

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I bought a NEW 2021 Newmar Baystar March 15th 2021. We have had so many problems with it and they cannot get it fixed with some of the problems. We have had it in the shops between Fargo ND and Garfield MN 10 times or more. Service advance light came on 100 miles from home on our first trip with it. Only 800 miles on the engine-this has been looked at and worked on 4 times and is still not fixed. Check engine light came on from the very first trip we took and that took 6 months to fix. Hood release would not work when we bought it and that took 3-4 months to fix. Leveling pad leaked fluid and had to be replaced. Water heater leaked and ruined the cabinets. They had to be replaced. Recall on wheel bearings. ABS light came on - had to be fixed, this took repeated visits to have it fixed. Tire extension tube (valve stem for rear inside tire) came out and caused a flat tire. When we bought the RV it had 750 miles on it, mileage now is 11000. The first time we had it in the shops it was a total of 38 days. This last time it was 30 days at one and now it is at the other shop getting the cabinets finished and the awning fixed as it will not work. We have a Ford case manage we are working with to see if we can get this fixed. The amount of money we spent to purchase the RV, and the problems we have had, one hundred forty five thousand, that includes the tow unit we had to put on our JEEP, this has been anything but enjoyable-it has been a headache and nightmare trying to work with everyone to get this fixed.

  Business response

  10/26/2021

  To whom it may concern, we have been working with this customer previously and we are still continuing to work with them to resolve their concerns. We will work with the customer directly. 

  Customer response

  10/26/2021

  / I am rejecting this response because:
  We have been trying to get the coach fixed since May 15th. It has been in and out of the shop repeatedly and not been able to correct the problem.  We have had to coach for 7.5 months and it has been in the shop for over 80 days one time or another.  First time 38 days and this last time 30 days and they still didn't get it corrected. 
  Ericka (customer service rep) from Newmar called October 26th at 10:00am cst, asked what we had asked BBB for I told her their only option is our money back or replace the coach.  She said she would forward it to their consumer affairs office.

  I also said I would appreciate a call from someone above her not customer service.

  Judy Gibbins-Long

   

   

  Business response

  10/28/2021

  To whom it may concern: This has been submitted to the Consumer Affairs department here at Newmar to begin the review of the customer's request. 

  Customer response

  10/31/2021

   I am rejecting this response because:

  Attachment is the work that was done this time when we picked up the RV
  

  Wednesday 10/20/21 we picked up the RV from Wallworks truck center in Fargo ND and took it to Steinbring RV Center in Garfield MN to have work done on it (cabinets finished from water heater leaking and the awning would not extend).  Garfield is 100 miles from Fargo, on the way there (25 miles out of town) the Service advance trac light came BACK on!  When this happens you do not have cruise control.  We left the RV at Steinbring to have it worked on.  We also had it winterized as we didn't think we would be able to take it anywhere this winter with all the problems we have had with it.

  Friday 10/29/21 we returned to Garfiled (another 200 mile trip) to pick up the RV.  The Service advance trac light was not on all the way home and the cruise control worked.  We parked it in our drive way over night and then in the morning took it for a 30 mile drive.  The warning did not come on at all.

  Right now the RV is parked on a pad in our yard and that is where it will stay until spring, we will plan a trip for spring and hopefully the sensors do not come back on.

  We are not accepting any offers right now as we want to see if the RV works ok.  BUT and I mean BUT if any sensors come back on we will refile a claim.

  I want it understood we are not at all happy with the coach, it has been a headache from day one. Every trip we have taken something has gone wrong.  It has been anything but enjoyable.  We researched for months on what RV to purchase.  Thought we had found the right one.  We have been ignored by both Ford and Newmar and it has been a three ring circus trying to get something fixed.  each company saying oh it's the other companies responsibilities.  If you work together it works better.  

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

  
  

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a NEW Newmar in March of 2021. In July 2021 in the peak of Summer our generator stopped working and our cab ac does not cool. We emailed Newmar for an appt. It took over 30 days for them to email back w an appt day. That appt was Oct 5. There were several items that needed attention w the generator and cab ac at the top of critical. Newmar gave us 3 generator Contacts near us. It took 2 months to get in to one of them and we had to drive 3 hours in the heat w a cab ac not working for repair. The Newmar recommend generator repair made diagnosis that the generator is fine but it is the remote harness that is bad there is a bad electric issue some where along the length of our coach and that repair os on Newmar. We finally got to the date of Newmar appt and they said they plugged in the harness and they cannot get the issue to reproduce. We have their generator partner already diagnose yet Newmar will not repair. As for cab AC they tested the ac on a cool day said it cools.

  Business response

  10/19/2021

  To whom it may concern, 

  We will be reaching out to the customer to assist further in addressing his concerns. We will work directly with the customer. 

   

  Thank you,

  Brian

  Customer response

  10/21/2021

   I am rejecting this response because:
  
  
  I accept working w business (my desired way of working) if they are able to replace the item. Once I hear from business and their action I will update.

  Business response

  10/21/2021

  To whom it may concern, the customer is still here at the factory and we are working with them to rectify their concern. 

  Customer response

  10/22/2021

   I am rejecting this response because:
  
  
  The business is not wanting to resolve the issue =repair the part their recommended service partner said needs to be replaced.

  Business response

  10/22/2021

  To whom it may concern, we have been working with this customer at our factory service center and we are unable to duplicate the failure. We suggested that when it fails to contact us and we can get it in for service wherever they are located. 

  Customer response

  10/22/2021

   I am rejecting this response because:
  
  
  Stairs will not open, generator will not turn on, slides will not open, fridge will not turn off, and a beep inside coach. I emailed my service tech today btwn 2:30 and 3 pm. We will be here all weekend hoping the tech will come out and it can be replicated. I want to solve this w Newmar wo engaging legal action.

  Business response

  10/28/2021

  To whom it may concern, we were able to address the power concern that the customer had at the factory. We were unable to duplicate the generator concern and we would need to have them get the coach in to a shop when it is in the failed state.

*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. ↩