ComplaintsforChesaco Motors, Inc.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a new RV in 2019 from Chesaco RV in Joppa, Maryland. We then sold the same RV on November 5, 2022. We've communicated with the Dealership since May of 2022 to retrieve a refund on the balance of the Gap Insurance. It is now Feb. 2, 2023, and we still haven't received a refund. Over the last 10 months, there hasn't been little to any response back from the dealership. I've sent many email's along with live phone calls and im' still not getting any answers on why. Is there any why that BBB can assist in getting this refund executed?

  Business response

  02/07/2023

  We have been in contact with the vendor.  As of 02/06/2023, the vendor still has not issued a refund.  Due to an error on their part, it fell through the cracks.  We have asked for it to be escalated.  However, we are being told that it will take another 3-5 weeks for them to issue a check.  Rest assured as soon as the check is received, the refund will be sent to Mr. ******.  We want to give him a refund.  His previous policies were cancelled without any issues.  Sadly, we have no control of his error. 

• Initial Complaint

  09/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please refer to word document for complaint. Dealer had my camper for several months and failed to make repairs I requested

  Business response

  11/04/2022

  Business Response /* (1000, 7, 2022/10/05) */ It appears that the customer's complaint exceeded the character limit. It was cut off and we do not have the complete complaint. He is requesting a refund of what? That is not clear either. Please submit the entire complaint and we can respond. I only received a recount of his interaction with service. It doesn't say what is currently wrong with his RV. Consumer Response /* (3000, 9, 2022/10/05) */ LC 10/05/2022 (BBB note): Please see a copy of the complaint (per desired resolution, the consumer is seeking a refund): We took the camper out on the first trip in April of 2021. I hooked of the water line and water started leaking everywhere in the camper. I was able to fix most of it the leaks myself. I also was having a tough time opening and closing the grey valve. There was still a significant leak coming from near the water heater that I couldn't locate. I contacted the sales manager Brandon Jones who told me I could drop it off on my way home from vacation. I called the dealer the day before I left and they said that I couldn't drop the camper off since I didn't have appointment. I ended up dropping the camper off at my next location I used the camper Memorial Day weekend and the grey valve go worse, the leak got worse, the hinges stripped out on the door going to the fridge and still told I could I could not have an appointment until August. I used the camper the last week in June. The grey valve finally broke in the middle of my trip. I tried to reach out for help from Chesaco and didn't receive any help. I ended up having no choice but to call a mobile tech. The mobile tech came to the campsite and reaplced the valve but need to cut open the under carriage to fix it. I used the camper Labor Day weekend. The water leak continued. At the end of the trip. I was in the process of removing the grey and black hoses and water started leaking above those valves in the body somewhere but not form the valves. I also was having a problem with the grey valve closing all the way On 07/07/21, Bert ****** got back with me and was able to get me reimbursed for the mobile tech. Bert agreed for me to drop the camper back off the day after labor day for repairs. On 09/06/21, I dropped the camper off at the dealer in Joppa MD. I was told that it would be probably November or December when it would be repaired. I left them with the following list. Leak by water heater that has been leaking since it I purchased it, Fix leak by gate valves, Fix gate valve on grey tank that doesn't close, Fix hinge below couch, Latches on the outer door going to the refrigerator are all stripped out and not working, Repalce emergency brak cable (My cost), Install two TV brackets (My cost) On 12/23/21, I received an email with an invoice. I called to find out why I was getting an invoice when work hasn't been completed. I don't recall who I spoke too and they said that they were still waiting for some warranty approvals. They stated that they didn't install the TV brackets since they were unable to locate the brackets. I told them they were under the couch where I told them they were. In late January I called and spoke to Ted in Service. He told me that they fixed the water leak near the water heater but they warranty didn't cover all the labor. He said I would need to contact Dutchman to get it approved. He also told me that they turned down the water leak by the gate valves and the gate valves themselves due to the mobile tech cutting the undercarriage. I called Dutchman and they stated that the labor they billed was more than what was expected. She said she would speak to her manger and see if she could push that through. I asked her about the leak and gate valves and she said there was no record of them requesting that work. I contacted Ted again he put me over to his service manager. I forget his name. The service manager agreed that he would patch up the under carriage but not replace it. This was already patched up so I am unsure why it ever was pulled apart if they weren't going to fix the valves. He recommended purchasing secondary valves to fix the grey valve and I was okay with it. I told him I still wanted the leak addresses and he felt confident that was water coming from the other leak. This only leaked on my last trip after using the flush connection. I am almost certain this will be a problem on my next trip. He also told me there was nothing wrong the refrigerator door. I told him that I didn't ask them to work on the refrigerator door. I told him that all the latches going to the outside compartment door were stripped out and needed fixed. He stated they must have written it up wrong but would take care of it. I called Ted in service on 03/14/22 to find out what was going on with the repairs and if they had been completed. He stated that all repairs were completed and I could pick it up that day. I drove 40 miles down to the dealer to pick it up. I arrived there to find out the bottom panel was hanging open so that patch work was never completed and the latches were never fixed. He stated that he didn't have a tech that could work on it today and I would have to come back. I wasted gas money and tolls driving 80 miles ride trip when gas is 4.30 a gallon. On 03/17/22, Ted called and said they made the repairs and I could pick up the camper. I arrived drove back down to pick up the camper. They did the patchwork. He reiterated that the leak above the gate valves is the leak coming from the water heater on the opposite side of the camper. I still ***'t believe this issue sis fixed but I wont know until I use it. I inspected the door and the handles still didn't work. He tried to adjust them but it didn't work. I asked them if they could just replace them. Ted went to speak to someone inside and them came back out to tell me that these are no longer covered under warranty and expired after 6 months. I asked him what the heck happened to the one year warranty I had. He said these type of parts are only covered for 6 months. I got the camper home and opened it up and find out they never installed the TV brackets. I called Ted back and he stated that this was not on the work order so they didn't do it. I went back and looked at the invoice they sent me in December and it showed my request for to install the TV brackets. I then recalled my conversation with the saying that they couldn't find them. I looked under the seat and they were in the same exact spot I told them, under the couch. Business Response /* (4000, 11, 2022/10/05) */ I read through the customers complaint and tried to research this as best as possible. All repairs that were approved by the manufacture were completed on this camper. There wasn't any record of additional repairs requested. Chesaco RV didn't charge for any repairs made out of the factory warranty. Mr. Crouthame picked his vehicle up in March of this year and no further communications or complaints have been received by him. The manufactures warranty has expired long ago, but we would be happy to address any other items needed for repairs. These would be repaired at our current labor rate posted in the facility of his choice. I am still not sure what the customer wants refunded, but if is the vehicle. Chesaco RV will absolutely not refund a purchase made several years ago. The factory warrantee would have been from Keystone RV not Chesaco. Any requests like this would need to be directed to the Manufacturer. - Consumer Response /* (4200, 13, 2022/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not asking to refund the money for the camper. I am asking for pay for the gas money for driving down to Joppa MD when you said my camper was fixed and it wasnt. I won't new latches sent for my door and I want a new grey valve. I'll install these myself since you are not capable of doing so. Please see the attached document On 09/07/22 - Report door latches to fridge compartment are broke. This is still broke. I gave the camper to them in September and was told too bad since the latches warranty expired. They did manage to remove the refrigerator door multiple times since they didn't read their notes correctly On 09/07/22 - Reported grey tank valve won't shut. They never fixed this On 09/07/22 - Asked them to install tv brackets at my cost. They never did and said it was cause the couldn't find them. I told them where they were and they were exactly there when I picked it up

• Initial Complaint

  08/01/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  June 2022 we regretfully did business with this company. We should had walked out with the first red flag of them not honoring the price we were given.. They removed the distribution hangers off the A-Frame, I guess in hope we would buy a whole new system through them. They took out the Anode in the hot water heater, it was there during the demo, not there after getting it home. Thank god I looked. We were told they were going to clean and make repairs we noted, but when we went for the Demo/pick up none of that was done. Found out when signing the paperwork that they don't clean or repair used units. Well it doesn't cost $680 thats charged for prep fees for propane and inspection. We were charged an addition $499 for the "DOC" fees. according to Maryland State Code Section 15-311.1 the DOC fee is to be included in the price. The total sale price may only exclude the tax and title fees owed to the state of Maryland, In all places where the charge is disclosed, it must be referred to with the following language: "Dealer processing charge ( not required by law)" This was not done.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Chesaco RV dealership @ *********, MD, I purchased a North Trail/RV Trailer (Heartland-24HS) 2022, Stock#XXXXX, color: Sunstone on 5/13/2022.~Cash amount, $37,691.53~Invoice #: XXXXXXXX~Since May 13, 2022 to 7/17/2022, Warranty Items being delayed to resolve/fix'On May 16th, 2022 I compiled a list of defected items that need to be reviewed/confirmed that they are legitimate manufacturer items that need to be repaired. Sent the list to ******* (sales mgr) & Oliver Parks. No answer in 24hrs? All knew I was scheduled to depart the UT on 5/22. Drove into the office, spoke with *******, he did NOT review the email-read it when I arrived, read it, mention to bring in the RV tomorrow at 9:30am & Oliver will look at it. I had called in the am, adivsed I was running a little late, be there by 10:30am. Later I find out I was speaking with GM'! No problem we'll be here, but did mention a protocol to Hearland/verification of the warranty items in question. I was find with it, but did not mention they couldn't fix anything? Walk-through the items with Oliver, he mentioned they are "Ligit". Left the RV. Called back at 3pm, to follow up, NO has done anthing with the process of assessing'? Btwn Missy, Samantha, Oliver, Richard or the GM, that they could NOT perform repairs for a 5 to 10 days? From that point the whole conversation went south! I had mentioned Do I Need to Get a Lawyer involved'? The GM stated, you mentioned Lawyer there's is a protocol for that!~on 6/2, I rev'd a call from Chesaco on a Survey while in UT, explained my story, see forwarded the message and notes to Bret ****** **** sent the list to Bret~6/8-no response lmtc me back, on 6/11 received a email back from Bret, you wish to communicate with me...J. Not what can I do for you, I've read your list, resolution? C/bk, lmtc no response'~C/bk left another message, finally received a c/bk from Denise, Joppa~Svr Mgr-Chuck as of 7/12 to 7/15 tells me c/bk on 7/20'Unexceptable Service responses,60d later?

  Business response

  09/01/2022

  Business Response /* (1000, 7, 2022/08/01) */ This customer was in the store last week and all his service issues were addressed. This happened prior to receiving the complaint. Consumer Response /* (2000, 9, 2022/08/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Chesaco's response is vague, but Mr ******* (GM), did call me on July 23, to schedule the RV, and Chuck SMgr received my RV on July 28th, and his staff completed the repairs as per the list. I am satisfied. Note: The events and days leading up to July 28th as addressed in this complaint was entered online with BBB on July 17th, refer to :"Consumer's Original Complaint". it took nealy 60 days to complete, but I consider this matter now closed.

• Initial Complaint

  05/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had expressed interest in a vehicle on 5/14 and put 2,500 down. On 5/15 I sent an e-mail and called the Gambrills location that I was no longer interested and would like my 2,500 hold money returned. After 7 days I asked for a status update and received no contact. On 5/23 I went into the store and Ed Manila stated that he had called multiple times to confirm because I had to come in to fill out the paperwork. It has now been 11 days and I have received 0 updates or if there is even any intention to return my money.

  Business response

  08/05/2022

  Business Response /* (1000, 5, 2022/05/27) */ Mr. ****** was given a refund. An employee from the corporate office spoke to Mr. ****** on 05/26/2022. He is aware that he received a refund. Consumer Response /* (3000, 7, 2022/05/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) To be precise, I have not yet received a refund. It is now 13 days after Chesaco was notified. Business Response /* (4000, 9, 2022/06/01) */ All calls are recorded and Mr. ****** was notified the day of his refund. Depending on the financial institution, it can take 3-5 business days. We do not have control of that. I've attached a copy of the refund provided to Mr. ******.

• Initial Complaint

  05/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On February 21, 2022 I provided a refundable $1,000 deposit to Chesaco RV toward the purchase of a 2017 Jayco Eagle RV. The paperwork was signed, title provided, etc. on March 16, 2022 and I took the RV home to my residence. On April 1, 2022 I received a phone call from Chesaco RV in Frederick MD that they never processed the paperwork and were attempting to now. As credit scores change on a daily basis, they indicated the selected bank, Aberdeen Proving Ground Federal Credit Union would not be able to provide financing. They then proceeded to run my credit to different 15 banks resulting in a negative impact on my credit scores. This was not authorized. Chesaco RV then stated that the RV would have to be returned, which was done in a timely manner, however, Chesaco RV has not refunded the $1,000 refundable deposit. In the written agreement it states that the deposit will be returned if the seller (Chesaco RV) cancels the purchase, which was the case in this situation. While finding a mutual time to return the RV, Chesaco indicated that corporate would send a refund of the $1,000 deposit, but Chesaco RV has not and they continue to not respond to phone calls or voicemails although they are in possession of the Jayco RV.

  Business response

  06/12/2022

  Business Response /* (1000, 5, 2022/05/20) */ Mr. ******** did a chargeback from his credit card. He received his refund directly from the credit card company on 05/11/2022. Consumer Response /* (3000, 7, 2022/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received a credit on 5/11/22 or any other date from my banking institution nor have I heard directly from Chesaco RV. If you are claiming that you provided a refund, please provide documentation proving that it has occurred. Business Response /* (4000, 9, 2022/05/27) */ The refund was given to Mr. ******** directly from the credit card company. I have attached a copy of the dispute by him to the credit card company indicating that he received a refund.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On February 21, my husband, Mikkel, and I provided a refundable $1,000 deposit to Chesaco RV toward the purchase of a 2017 Jayco Eagle RV. The paperwork was signed, title provided, etc. on March 16, 2022 and we took the RV home to our residence. On April 1, 2022 we received a phone call from Chesaco RV in Frederick MD that they never processed the paperwork and were attempting to now. As credit scores change on a daily basis, they indicated the selected bank, Aberdeen Proving Ground Federal Credit Union would not be able to provide financing. They then proceeded to run our credit to different 15 banks resulting in a negative impact on our credit scores. This was not authorized. Chesaco RV then stated that the RV would have to be returned returned, which we did in a timely manner, however, Chesaco RV has not refunded our $1,000 refundable deposit. In the written agreement it states that the deposit will be returned if the seller (Chesaco RV) cancels the purchase, which was the case in this situation. While we were finding a mutual time to return the RV, Chesaco indicated that corporate would send a refund of the $1,000 deposite, but Chesaco RV has not and they continue to not respond to phone calls or voicemails.

  Business response

  06/12/2022

  Business Response /* (1000, 5, 2022/05/10) */ RE: We received a complaint # XXXXXXXX on your business External Inbox **** ****** <*******@chesacorv.com> 9:39 AM (9 minutes ago) to me Lisa, There is not a link in the email to respond. ****** ******** was not a party to this transaction. Her name is not on any paperwork and we would be unable to respond to this due to privacy concerns. **** ****** Director of Operations 877.LIV2CAMP - Toll Free 410.510.3000 - Office 410.510.3001 - Fax Consumer Response /* (3000, 7, 2022/05/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) If as Chesaco RV Frederick is claiming that I am not a client or a party to this transaction, then that is even more reason to provide me with a refund for the $1000 that they have charged on my bank account on February 21, 2022. There is no reason for them to have any financial charges to me if we have no business dealings. That would be a fraudulent and unauthorized charge. Business Response /* (4000, 9, 2022/05/12) */ Mrs. ******** was not a party to this transaction. I have nothing else to add at this time.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 22, 2020, we purchased a Jayco Melbourne 24LP RV from Chesaco RV. We paid $125,431.98. From day #1, the console system with GPS/Bluetooth has NOT worked. Since that time, we have tried resolving it with the business, ongoing. They have had our unit in the service department on multiple occasions and always have an excuse for NOT fixing it. We would like them to replace the GPS/Bluetooth console system with a proper working system which we paid for.

  Business response

  06/12/2022

  Business Response /* (1000, 5, 2022/05/10) */ We have already reached out to this customer and they have agreed to withdraw any complaints.

• Initial Complaint

  04/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a new Coachman FS23 from Chesaco in Gambrills MD in the middle of November 2021. We were told they hire out title and registration work but we should receive out Delaware tags well before our temporary tags expire. We didn't so called them to check on it. Long story short, the guy who should have sent title work out didn't send it until we complained. Our second set of tags expired on our first trip in the RV (still haven't gotten them 5 months out from purchase) On the first trip the slide on the RV wouldn't work starting on the first night (still doesn't) so we spent 3 1/2 weeks on the road cramped in a defective RV. Chesaco will not back the product as they won't repair it (although it is under warranty) until August since the problem didn't occur in the first 30 days. As I said, it happened the very first night of the very first trip...which was scheduled for after we were supposed to receive our tags. They don't return calls. They are rude and lie. We just want to actually be able to enjoy our $80k purchase!

  Business response

  05/06/2022

  Business Response /* (1000, 5, 2022/04/22) */ The ********* purchased a new Freelander on the 24th of November 2021. Because they financed their purchase the lender requires us to Register the RV and pay the sales tax. We use a nationwide company ********************. All the necessary documents were mailed and received by the State Of Delaware on January 4th. I am sure do to holiday season most everything would be delayed. Most of the Motor Vehicle agencies are operating on short staffs and out of state plates are usually delayed several months. Once the paperwork is received by Delaware, there is nothing else Chesaco RV can do. We are not a business in that State. Their complaint should be directed to their own state motor vehicle department. As far as problems with the motor home they purchased, we would be happy to repair any failures covered under the manufactures warranty. During the camping season the demand for service is high. The ********* have a couple of options. There are 700 dealers in the country that can assist them and if there is an emergency they can contact me personally and I will try and expedite there service appointment.

• Initial Complaint

  04/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 9,2021 my husband and I placed an order for a Zinger 320FB RV with Chesaco RV with a $2,500 deposit. At this time we made it very clear to both of the salesmen, Sam Wisser and Scott Hendry, that we needed the camper by the beginning of April 2022. Both staff reassured us it would be here between February and March and they offered to have the camper stored at the local fire company until April when we could pick it up. We asked both men multiple times if it did not arrive by April 1st would we get our deposit back and we were told multiple times we would get the full deposit back. Between October and March we emailed/called Scott to check the status of our camper and we were told it would be here within the original time frame. As of April 8,2022 when we again contacted Scott he projected the camper would be complete on April 24,2022, however he could not give us a shipment, delivery, or pickup date. At this time we asked Scott to cancel our order and refund the deposit because the product was not delivered by the promised date. Scott was very rude on the phone and said we would not get our deposit back. I reviewed our paperwork and there is nothing stating this deposit was non refundable. I asked to talk to his supervisor, Bert Landis, about the issue and was still unable to resolve it. Bert said no one in the company would have told us the deposit was refundable. I asked him to set up a conference call with Sam and Scott, who had told us it was refundable, however he stated, "I don't know how to do that, and besides I don't know them so I have no reason to talk to them." I again reiterated that the order is to be canceled and the RV should not be prepped for pickup, which is noted in the email to Scott. Due to Scott and Bert refusing to refund the deposit, despite being told it would be, we do not wish to do any further business with the Chesaco company. We are requesting for our full deposit to be refunded.

  Business response

  05/30/2022

  Business Response /* (1000, 6, 2022/04/22) */ *********************************** Thu, Apr 21, 12:40 PM (1 day ago) to me Jeffrey and Nichole ****** placed a special order for a new 2022 320FB Zinger travel trailer the first week of October, 2021. They had seen this model at the Hershey RV Show in September. They were given an order sheet and were able to pick specific options and colors. At the time of ordering vehicles for customers they are informed that Chesaco RV can not guarantee when the trailer would be built and delivered to our store. The scheduling is done at the factory and is subject to many variables. The manufacturer gave us an estimated delivery date of either March or April of 2022. This was communicated to Mr. and Mrs. ****** in January by email and they had no complaints or concerns at that time. The first week in April Niclole called to cancel the order. She was informed that this order could not be cancelled 7 months after they placed the order. The trailer was already built and in the shipping yard waiting for transport. We informed the ****** family that their trailer would arrive at the dealership in Pennsylvania in the next couple of weeks. If they do not wish to forfeit their down payment they can make arrangements of the vehicle they ordered through the store they purchased it from in Pennsylvania. Sincerely, Bert ****** Director of Operations ******************************************************************* ******************************************* Consumer Response /* (3000, 8, 2022/04/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This trailer was not a special order. It was the basic model that was seen at the RV show. As seen in the previous documents submitted we were told it would be here late March early April. In the beginning of April when we had not heard anything a phone call was placed to Scott ****** and at that time we were told they were expecting it to be finished being made April 24, however they did not have a shipment date or a pick up date for us. He had no way of knowing when it would actually ship and when it would be ready for pick up. At that time we told Scott ****** that we wanted to cancel our order because we had a very specific timeline that he said they could meet. Unfortunately they were not able to provide the product at the promised time, therefore we had to cancel our order. Had we been told from the very beginning they could not guarantee a delivery by early April we would not have ordered a camper, we would have looked to buy something from on the lot. As stated before we have very specific deadline due to relocation. At the time of cancellation the staff was very rude to us and we did not feel comfortable doing any further business due to the way we were treated. Business Response /* (4000, 19, 2022/05/12) */ The only other information I have to add is that Mrs. ******' trailer arrived and she may pick it up at any time. Consumer Response /* (4200, 21, 2022/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) As mentioned previously, we had a specific deadline we needed the camper for because of job relocation and this was communicated at the time we ordered the camper. Unfortunately it was not delivered by this time and we had to make alternate arrangements.

*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. ↩