Complaints

• Initial Complaint

  11/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new Durango Gold 5th wheel camper with the top of the line extended warranty. This purchase was on 7/3/24. On 11/6/24, awning #2 unexpectedly came crashing down w/ only 4 inches of the awning's cord still connected to the C-channel attached to the side of the camper. I called for service on 11/8/24 and they had 2 different outsourced mobile techs call me to do the warranty repair. Neither tech was interested in warranty work because of the "delays in payment" as they put it. However, the 2nd tech came out, but charged me $75 that is refundable according to my warranty. Initially, he took some pictures and said that parts needed to be ordered. He also said that the cord should not be able to come out of the C-channel unless there was severe weather, rain, wind, etc. I told him it was a calm day, but we had a little on and off drizzle, but nothing major and I was almost under the awning to light the grill to cook some steaks. On 11/11/24, I received a call that the warranty was denied due to weather conditions. They said that I should file a claim with my insurance so that the tech can get the repairs complete. So they want me to file a fraudulent claim, to commit a felony; so as the tech can get the repairs done quicker? Subsequently, I started to worm the cord back into the C-channel (something you're not supposed to do), instead of removing the entire awning and sliding the cord through the channel starting at the end, I was able to reinstall the cord directly. I told the to start with the cord looked too small for that size C-channel Additionally, after re-installing I noticed that the sheet metal s**** at the end of the cord that is supposed to hold the cord in the channel, missed the end of the cord completely. The manufacturer's installer didn't do his job, the s**** wasn't holding the awning at the end like the s**** that was hold that last 4 inches that I mentioned earlier. I moved the s**** and the awning holds, but my bracket is still bent

  

  Business response

  11/27/2024

  After looking into this LCI goodwilled the awning fabric and 1.5 hrs labor, and KZ-RV is willing to goodwill the arms.

  Customer response

  12/06/2024

  I received your letter this week and tried to contact KZ RV at the number listed online under this complaint.  Initially, when I called ************ a gentleman answered the phone simply by saying "hello."  I said I was looking for KZ RV and he said I had the wrong number.  I said, "that's odd, your number was listed on the Better Business Bureau website under my complaint for an issue with my camper."  There was a silence and then I said that I was trying to reach KZ Recreational Vehicles.  Then, he confirmed he worked for KZ, but that I needed to get with the dealer for my issue.  I told him that I would not be dealing with them we need to get this resolved under warranty, and I didn't have any success contacting his company as I already left a voicemail and submitted an online inquiry.  Neither were responded to.  He then gave me a different phone number and ***** ********* name for my brand of camper.
  
  I immediately called and was able to speak with *****.  She was instantly annoyed that she had to talk to me with her heavy breaths and sighs.  She then proceeded to mention that all of this was already explained to me.  I stopped her right there and said this was the 1st interaction I have had, and that nobody has given me any information.  She then tried to repeatedly tell me that the issue still was not warranty, but the awning company and her company were going to do a goodwill repair for the damage...NOT warranty repair.  I told her that was not adequate b/c this was a warranty issue of faulty workmanship OR manufacturer's defect.  The awning should NOT have come off of the camper.  They need to send someone out b/c my camper IS NOT leaving the site it's in.  That was the deal when I bought the camper, we live in it, it's our home, and we can't drop it off...PERIOD!
  
  My initial stance was the s**** in the track missed the awning cord causing it to fall out.  However, yesterday a RV tech was in our RV park, and I asked him to give me a quote on slide toppers.  After helping him with his measurements, I told him about the awning coming down, me worming the cord back in the channel, and putting the s**** in a better spot so it secured the awning in the channel's groove.  He looked at me and said, "that s**** isn't to hold the awning in the channel, the s**** is to stop the awning from sliding in the channel especially going down the road."  I asked him what holds the awning then and he said "the channel holds it...you shouldn't have been able to put the cord back in without sliding it from one end.  It's hard enough to slide them in like that, the channel is designed to barely fit the cord, and it doesn't allow the cord to slide in and out."  I said, "that's what I told the dealer, but they said it was weather related and that I should file an insurance claim.  He said, "there are 2 different cord sizes for these awnings.  If they installed the wrong one or send another one with the wrong cord, you're always going to have this problem.
  
  I tried to respond online the other day after speaking with *****, but I couldn't find a link or spot for that so I am emailing to continue the complaint.
  
  Regards,
  
  Dr. ***
  ************
  

  
  

  

  Business response

  12/13/2024

   Customer must take unit to dealership for repairs as per the warranty registration and owners manual states. 

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought our connect tt 7/13/2024 from Bama rv we were assured the service sept was good , we tooka tour to meet all service techs paid 30,000$ Left ,Before camping we discovered the *************************************************************************************************************** piece wood drill to it . took our first trip following weekend shower rod and door fell off on first attempt to use it we glued it together until we could get back to dealer for repair they added 2 screws went camping next week fell off again , we discovered two scratches on the ceiling of the slide out they white stocked it and waxed .our 2nd trip we went to open awning for first time it wobbled so much we just rolled it back in came to repair asap they said shaft was broken order new one said it would be ready in two weeks never heard from them we called they told us it came in but they accidentally put it in wrong travel trailer and it had no lights they reordered said two more weeks no word so I called yesterday exactly 1 month since they had it was told motor and lights there no fabric I asked when again itd be ready said idk maybe friday or Monday not sure service mgr will not call us we have to talk to someone named **** who knows nothing about it weve owned it since July already had it in shop 4 times

  

  Business response

  10/21/2024

  KZ-RV has made contact the dealer, the awning has been repaired and customer picked it up this past Saturday. Customer should be able to work with the dealership for the remainder of the items that need repaired.

• Initial Complaint

  06/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Build quality is dangerous. Welding joints are held with onky 2-4 tack welds.

  Customer response

  07/01/2024

  I would like the welds to be repaired. The bunk bed is not capable of holding the 550 pounds it was advertised to suppport.

  

  Business response

  07/01/2024

  KZ apologizes that ************ has experienced an issue with his Durango.  ************ purchased this RV September 14th, 2018.  The manufacturer warranty expired September 14th, 2020.  KZ respectfully declines any participation in the repairs requested by the consumer.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We own a Durango half ton fifth wheel. We bought it new. The first time out camping our bedroom slide out didnt work. We have had it in for service multiple times and the problem persist. We have been told by other owners of this brand fifth wheel they also have problems with their slides. After doing research we have found its due to ******* faulty motor and controller. We have been out camping and unable to get the slide in and stuck unable to move the trailer. All we want is the slide to work and be fixed so we can continue enjoying our camper

  Customer response

  05/25/2024

  Vin number *****************

  Model number: DZ56RKT.

  Registered under ****** *************************

  

  Business response

  05/29/2024

  The warranty for this product expired two years ago, so KZ-RV will not be involved in the repairs. We recommend contacting the purchasing dealer to check for any extended warranty coverage.

  Customer response

  05/30/2024

   I am rejecting this response because:
  We have been dealing with this issue since 6 months after the purchase. The dealership has the documentation on everything pertaining to the repairs. This issue is a major concern as far as product quality. Either the dealership or KZ should be responsible for the repairs needed to make this happen. 
  
  

  

  Business response

  05/31/2024

  KZ-RV warranty records indicate that the slide-out motor and harness were repaired on July 12, 2022, and there have been no further claims submitted for this issue since that date. If the dealership has performed any additional repairs, this would be a matter between the customer and the dealership, as our records show no further work has been done on this since the repair on July 12, 2022.  If you are dissatisfied with the work performed by your selling dealer you will need to contact them for additional assistance.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My 2022 Venture VRB190 was in storage and only made one trip in the first 20 months to have recalls done. We have stored our trailer in a covered secure paved location since then. This past weekend we took it out on its first voyage. Due to medical issues this was the first opportunity we were able to travel safely. We drove sixty miles from home to a nearby RV park. While we were setting it up, we saw a hairline crack in the front window. There are no signs of a road hazard at all. Once I contacted **** received the same answer as a previous complaint posted on this site. Our VIN number was not in the batch recall for front window issues. Today I showed it to a local glass repair company and according to ******* Glass this is indeed a stress crack and not a case of road hazard damage. There are other folks posting on the internet that have had this same issue and were able to finally get replacement help. I have sent follow up emails since the first rejection email and have not received a return email yet.

  Customer response

  03/27/2024

  IN regards to complaint #********. ** has contacted me and is going to take care of the window replacement. I wanted to let you know as I am now pleased with their decision.
  Sent from *************************** (********************)
  

  
  

  Customer response

  03/27/2024

  Yes, my complaint has been resolved. I jumped the gun and did not give them enough info to consider the replacement. RZ got back to me after my my first two emails and said the crack appears to be a stress crack not avriad hazard crack. (I sent pictures in a third email) Even though my warranty has expired as a good faith jesture they would send a replacement window. I will be responsible for the labor which is 100% fine with me. 
  
  Complaint is resolved

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Myself and my fianc *********************. purchased a Venture Sonic camper manufatured by KZ recreational vehicles last November.After using it only one time we noticed some serious delamination was occurring on the outside back wall. After contacting KZ, the manufacturer we were advised by ************************* from KZ that it appeared the rear window was not properly sealed from the factory and that i should take it to an otherized repair facility to have to work done. After contacting Optimum RV in ********** to make sure they could handle the repair I transported the camper to their facility on January 3rd 2023. It has been there since, more then 2 months and nothing has been done to it and KZ is not helping to expidite the repair. I believe 2 months is way longer then someone should expect to have a repair done. We would like the camper fixed ASAP or be given a new one.

  Customer response

  03/11/2024

  Vin # *****************

  

  Business response

  03/14/2024

  KZ-RV maintains limited oversight over the activities of its retail dealerships and the timetables for repair services. Following communication with ***** from the service department, KZ-RV has been informed that efforts are being made to expedite proceedings. Repair work will commence promptly upon receipt of the necessary parts, shipped was on 03.04.2024. KZ-RV has provided the retail customer with updated information regarding these developments.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we have a 2022 KZ trailer Sonic Venture 211VRB. It has been used 3 times since new 1 year 9 months ago. We found a large leak in the front window which apparently has been leaking for a long time. Most likely since new. I took it to Camping World in *********, ** and they told me the window was not installed correctly. I had spoken to KZ about this prior and they said they had recalls for the window but my Vin# did not fall into that range. I also saw someone posted they received a call from KZ and were told they had a replacement window for them (same model as ours) because the window could leak or crack. I contacted KZ again and requested warranty since the window was not installed properly and was told it is out of the one year warranty. This is a workmanship issue not something that would break. Its a defect and as far as I am concerned should be covered. I currently have a bill for $4,400.00 and expect to go higher. This is poor customer service. There is no preventative maintenance that would need to be accomplished for this window. If that were the case as in checking the roof sealant I could understand but this type window has a rubber seal and requires no short term maintenance. We are very concerned for future mold due to their poor workmanship issues as well as the cost of repair.

  

  Business response

  02/05/2024

  A technical service bulletin pertaining to ************ was issued, targeting a highly restricted set of Venture products based on their production dates. The mentioned unit does not align with the specified dates outlined in the **** It's important to note that the window (windshield) in question is not of ************ origin. There are currently no active recalls for the identified defect, and KZ-RV will not be involved in the repair process for this particular trailer.

  Customer response

  02/05/2024

   I am rejecting this response because: the window in question was found installed improperly by the repair facility. It is obvious from the picture it has been leaking for a very long time on this 1 year 8 month old rv.  There is no way to notice this as it was behind the wall. Poor workmanship as well as poor customer service. This is the second issue that i have had with KZ and they didnt stand behind their product. First the harness melted for the hitch connection and was found shorted inside the junction box. They said it was not their fault and refused to cover.  RV was still well within warranty.   Never again will buy and KZ product.  Very poor customer service.  In my last conversation with their rep he told me to let him know what i found with the window because he was curious. I suspect their was a reason.  He said its possible it may have shifter when i hit a bump in the road.  I guess beware. Make sure i only drive it on new paved roads? 
  
  
  

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint is against: Camping World, ***** US *******************************************, *******, 408 **************** St, *********, ** *****, and KZ ** *************************************** **.On March 27, 2023, I dropped off my 2022 KZ Durango D256RKT travel Trailer at CW regarding a defective slide. On July 3, 2023, **************** said he contacted *******, and they requested photos and explanations of the defective parts. On July 27, 2023, ******* requested additional photos and measurements of the slide. On August 2, 2023, I contacted *****************************, KZ and requested that they investigate the matter and get my ** repaired. KZ representative contacted CW and requested that CW send the photos and parts request directly to KZ. On August 3, 2023, KZ approved the repairs and ordered ******* to send the parts to CW. On August 22, 2023, I met with **************** after he indicated that the slide had been repaired. We conducted an inspection of the ** slide and determined that it had not been repaired correctly. On September 5, 2023, **************** informed me that the gears on the slide had to be replaced and parts would be ordered from *******. In fact, ******* did not have the parts and they had to manufacture them. On December 19, 2023, I file complaints with CW and ******* regarding the time that it has taken to receive the parts and repair my **. I received a call from CW Manager who stated he would follow up on the matter. I received an email from **************** stating that the parts would arrive CW by January 19, ****. I asked KZ if they would extend the warranty on my ** since its been un the shop for repairs for over nine months and they said no, the original warranty could not be extended. CW did not do its due diligence in following up with KZ and ******* to get the parts needed to repair my **. ******* claims no one ever requested any parts from them, and KZ thought it was all been handled. The fact is that no one cared to follow-up until complaints were filed.

  

  Business response

  01/22/2024

  KZ-RV wants to inform you that KZ-RV does not offer an extension for warranties. 

  Customer response

  01/22/2024

   I am rejecting this response because: This was just one of the issues at hand.  KZ is the responsible manufacturer of my RV and it's their responsibility to repair the issues in which my RV has been in the shop for nine months, while under warranty.  According to Camping World, KZ was responsible for ordering the parts from ******* and have them shipped to CW for repairs.  
  
  
  

  

  Business response

  01/26/2024

  KZ-RV has initiated communication with the dealership, vendor, and the customer regarding this matter. The customer is scheduled to visit the dealership on January 27, ****, for the purpose of inspecting the trailer, ensuring that all components are in proper order, and confirming that it is functioning as expected.

  Customer response

  01/26/2024

   I am rejecting this response because:  I was not scheduled to inspect and receive the ** on January 27, 2024.  CW indicated that they would contact me to schedule a date and time to inspect the **.  I have on two previous occasions been told by Camping World that the ** was repaired, just to find out it was not corrected. Unfortunately, I cannot accept and close this matter until the ** repairs are inspected and accepted.
  
  
  

  

  Business response

  02/06/2024

  Customer has accepted the trailer from the dealership and repairs have been completed. 

  Customer response

  02/06/2024

   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, although I disagree that my original warranty could not be extended for the nine months that it was in the repair shop. There are other manufacturers that do make exceptions.  I will make a note of KZ's response and will keep that in mind when I, friends, family and those in social media consider buying a KZ RV. 

  
  

  Thank you.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased a travel trailer from ******************** in ********, ** in October 2022. Since the time of purchase we have had multiple repairs, including a window leak, a faulty stereo, a leak in the bathroom, a recalled window. We also have other repairs that need to be done, and were requested in September 2023 (before our one year warranty expired) and include replacing a bathroom vent screen, replacing the **** cable for the tv/dvd system, electrical - outside lights (marker, brake, etc.) do not work consistently and we have had mobile repair come out twice in order to be able to get home from a remote location. Additionally, delamination was found when the front window was replaced. All repairs were approved in early Oct. 2023 by KZ Recreational Vehicles. Since that time we have waited for the dealership to schedule repairs and now the manufacturer is debating previously approved repairs. After several attempts to speak with someone from dealership, no one has ever called me back and has only replied to me via email as one party on an email to the manufacturer. We still need repairs and no one is making an effort to resolve the issues listed.

  

  Business response

  12/20/2023

  KZ-RV has been in contact with the retail customer. The customer has been rescheduled to get into another location for the repairs.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My camper has had continuous issues with maintenance problems mainly on the outside. My awning shifted while traveling down the road. First the awning arm cover came off while traveling which was replaced. My wife noticed the awning was not properly closing all the way toward the back end of the camper. ********************* tighten the awning arm, but the awning still does not shut properly. As I was observing why, I noticed the awning support bracket had moved. This caused the awning to separate and tare the fabric and separate from the support bracket at the top of the camper. I am writing this as a follow up to poor construction of the awning to my camper. My camper is under 1 year warranty. The issue is under that warranty prevision. This all occurred while travel on the road. I am wondering if this was ready there before I purchased the camper, and no one noticed it.

  

  Business response

  12/07/2023

  As the incident took place during transit, it is challenging for us to ascertain that it resulted from a manufacturing defect, making it ineligible for warranty coverage. According to the vendor, following a thorough examination of your request, along with a review of any provided pictures and documents, we regret to inform you that the damage has been classified as non-warranty related. This includes exclusion of coverage for both parts and labor in connection with this claim. The observed tearing is attributed to uneven or excessive force on the fabric. In light of this situation, I recommend pursuing a claim with your insurance company, as they are best equipped to provide coverage. It's important to note that KZ-RV will not be involved in the coverage of this submitted claim.

  Customer response

  12/11/2023

   I am rejecting this response because: If this was trim that came off a new vehicle it would fall back on the manufacturer. This was not looked at by anyone. I will never buy a product made by KZ or off any off their establish dealer that represents KZ. I will seek a lawyer in this matter. If I did this, I would own up to it. However, I did not do this. This camper still has faults that have not been fixed. I am ashamed of this manufacturer.  Within the short period of time of owning this camper it has spent more time going back and forth to the place I purchased it and staying there than using it for camping. 
  
  
  

*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. ↩