RV Repair
Pierce RVThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Pierce RV's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/26/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a New 2022 Montana Legacy, Key Stone trailer from Pierce RV January one of 2023. We requested Pierce RV to install a larger solar system on the trailer prior to us picking it up. During the time that Pierce RV was working on a solar system, they were supposed to be fixing problems with Trim lights. Jacks leaks among other things. Pierce RV Stalled the process by putting the blame on Key Stone the manufacturer buying them time. We attempted to pick up our trailer three times during the year that Pierce RV indicated it was ready to pick up, Each time we drove 200 miles to pick it up to find that it was not ready that they had attempted to fix the stove and had created a fire that they put out with the fire extinguisher in the trailer they had laid the great from the stove on the floor, and when they moved the slide in it ripped the vinyl linoleum, None of these issues had been corrected, and the stove top was off, and the linoleum was ripped when we went back to pick it up, and it had fire ******ant on the stove. The Pierce RV company in ********, ******* operates on a Bait & switch process from the time they start the sale all the way through their service. They are polite and indicate they want to do everything to do to correct the problem however, they will not return calls and when they do not correct the problem someone else takes over. we experienced this with probably 10 different people from Pierce RV, including vice president ***** we finally went up and picked up our trailer from Pierce 14 months after we purchased it only to find the solar system that they had installed does not work. We have invested over $115,000 in this trailer currently we could probably only get ****** out of it. Pierce RV offered $2000 in restitution which we declined as we feel an obligation to inform the public.Customer Answer
Date: 06/27/2024
Hi ******
I have attached some more documents for 2022 Fifth Wheel trailer issues as you can tell from these documents its been quite an adventure. We thought we would pursue it legally, but could not afford that. The manufacturer of the trailer Key Stone cooperated with us throughout the process and gave us a small settlement. However, they were not to blame as Pierce used them as a crutch to claim warranty issues. Key Stone had tried to resolve all the warranty issues in a timely manner however, Pierce used that to delay the timeline for part of the problems. Our issue is with Pierce
Their bait and switch practices to delay and their poor service. We were in possession of the fifth wheel two months out of the first year we owned it.
Thank you
*****Business Response
Date: 07/09/2024
This complaint, as indicated in the last sentence of the statement, is primarily being made in an effort to disparage Pierce RV (Pierce) to the public. Pierce RV did sell a 2022 Montana Legacy Keystone 5th Wheel to **************, operating as KR, Inc. Pierce did not manufacture the unit and did not provide a warranty for the unit. The unit was sold as is and Pierce disclaimed any and all warranties.
**************/KR, ***** failed to mention in the statement that he/it made these very same claims through an attorney and ultimately settled their claims with the manufacturer for a total of $4,500. See Attached. Pierce offered to contribute additional monies for the settlement, but **************/KR, ***** refused to accept said amounts and/or settle the claim with Pierce. This settlement was negotiated by **************/KR, Inc.s attorney. After settlement, said attorney no longer represents **************/KR, ***** which indicates that for whatever reason, this attorney did not feel that it was appropriate to continue to pursue a claim against Pierce. Keystone was the primary party responsible for any claims being made. Making a claim against Pierce for $115,000 is completely without any legal merit.
Unfortunately, the unit had several manufacturer defects. This was the responsibility of Keystone, and not Pierce. Pierce worked with Keystone to get the repairs covered under warranty, but it took time to get the repairs covered. Pierce was at the mercy of the Keystone and parts suppliers with regard to the timeline of receiving parts. It is acknowledged that the repairs on this unit, which went way beyond those mentioned in the statement, did take several months to repair. During this time, the wrong flooring was originally sent. Additionally, a battery was sent that proved to be defective. Further, there were other delays. This is unfortunate, but ultimately, not the responsibility of Pierce.
Pierce disputes the notion that it did not communicate with the customer. ********************** kept in contact with the customer throughout the process. ********************** attempted to timely resolve issues, and that is why several persons participated in either speaking with the customer and/or Keystone and parts providers. The claim for bait and switch was not supported with any specific detail. At no time, did Pierce engage in any bait and switch tactic.
As to the specific claims, the flooring that was damaged during repair was replaced. As indicated previously, the wrong flooring was originally sent, which delayed repair. The customer added a solar system that took roughly 4 months to get parts and install and did not want to pick up the ** until it was installed. The stove that was mentioned in the statement was also replaced. The battery for the unit was replaced. The solar system was working when the customers picked up the unit. In sum, ********************** made the repairs that were requested to be made.Customer Answer
Date: 07/11/2024
Complaint: 21904719
I am rejecting this response because:We have read Pierce RV's response to the Better Business Bureau and we feel it contained several inaccurate comments and assumptions.
To reiterate, we hold no blame regarding warranty issues against the manufacturer, who did their very best to resolve all issues and provide the supplies for the repairs in a timely manner. We were in contact with Keystone several times throughout the ordeal and they were always courteous, helpful and polite and at one point, informed us that some of the needed parts had not even yet been requested by Pierce RV. Pierce RV's obligation was to repair the warranty issues in a timely manner, which they did not, and they used the manufacturer as an excuse to blame as the primary party responsible for all of the delays, when in fact there were numerous issues that caused delays that were solely Pierce RV's fault and not even manufacturer issues.
We felt the "bait ad switch" concept as there was seldom continuity in who was contacting us throughout the year from Pierce RV from the time of purchase. It was difficult to transition from person to person when many times it would be someone different who would contact us. We would make numerous calls to Pierce RV to individuals with a promise of a "call back" and rarely did that happen.
The solar system that we invested in and relied upon Pierce RV to satisfactorily install, still does not operate correctly and we presently have another technician trying to resolve the issues at an additional expense.
The fact that we no longer have our attorney representing us was solely our decision to make. Our attorney, in fact, was very much in agreeance that we had a legitimate claim and complaint against Pierce RV worth pursuing. But after spending quite a large sum of money to provide him with texts, emails, photos and other correspondence, we ourselves made the decision to continue on our own to negotiate with the manufacturer and Pierce RV, feeling confident that they both would desire to be fair and reasonable in each of their separate obligations that caused the tremendous loss of time and use that we had of our new trailer. We were able to reach an agreement between ourselves and Keystone with no attorney involved. However, when we attempted to reach out to Pierce RV, they were less than amicable and willing to offer fair compensation. Their offer of $2,000 does not even begin to cover the expenses we've incurred in traveling back and forth numerous times to pick up the trailer after being told it was ready and the loss of time and use after making such a large investment that we hardly had in our possession for almost a year after the purchase.
Our experience with Pierce RV has been unfortunate and we hope to save others the anguish that we have experienced with them. We wish that service and customer satisfaction was a priority with ********************** as we never felt we were valued customers once the initial sale was made, after making the decision to give them our business.
Sincerely,
*********************Customer Answer
Date: 07/15/2024
This response is to send clarification on our Case #******** against Pierce RV in ********, ********
****Depreciation on the full amount of what we paid for the new RV is estimated at $35,000
****The cost of having our $8,000 solar system repaired (which Pierce RV installed) is estimated at $2,000 as it is still currently in the possession of another RV dealer to be examined for issues as to what is necessary to put it into working order.
The total is $37,000 and Pierce RV only offered us $2,000 in restitution. We would be agreeable for Pierce RV to settle for $10,000 which is far less than even half of the losses we have incurred in depreciation, a failed solar system and the loss of time and use in a year's time period after purchasing a new RV.
Thank you,
*********************
Business Response
Date: 07/23/2024
Pierce RV installed and tested the system solar system that ************** claimed was not working. This solar system was working as designed when the coach was picked up by **************. The operation of the solar system was shown to ************** to show him how it operated. Later investigation lead to Pierce RV warranting the Renogy battery per the Renogy warranty process. This battery was installed and tested with the system that was, again, working as designed.
************** has received compensation from the manufacturer of the coach, Keystone, as compensation for his losses.Customer Answer
Date: 07/24/2024
Complaint: 21904719
It is obvious that Pierce RV continues to distort and/or diminish the facts in our case. In regard to the solar system they installed on our trailer and their claim that it was working properly when we picked our trailer up for the final time, they gave us an hour's worth, at most, of inspection and instruction. It appeared the solar system was working, however, once we had the trailer in our possession for only 24 hours at home, it was apparent that the $2600 battery which Renogy did warranty and Pierce RV replaced, was at 0% charge. We have spent countless hours ourselves on the telephone with Renogy technicians who have attempted to solve issues and ****** determined the problem appears to be with the installation of the components. At this time, our trailer is still under scrutiny with another RV technician trying to remedy issues.It is correct that we have received some settlement from ********, the manufacturer, for warranty issues related to the fifth wheel itself, which were taken care of, however, Keystone did not in any way include Pierce RV and issues caused to our trailer by them, in their settlement with us. The Renogy solar system which Pierce RV installed is a separate issue which Keystone was not responsible for.
Since it is obvious to us that Pierce RV has no motivation or desire to provide customer satisfaction and service or have an excellent rating in the business world, we stand firm on our decision to help save other potential customers from enduring the same issues and lack of service from Pierce RV, where being a "valued customer" does not appear to exist.
Sincerely,
*********************Initial Complaint
Date:10/19/2023
Type:Service or Repair IssuesStatus:UnresolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
we purchased a 2021 Black Series C12 trailer from Pierce RV in ********. The unit was described as new. During the walk-around it became apparent that there was considerable damage to the trailer. Pierce was obviously hoping we wouldn't notice until after we had taken the unit home. Because we live 660 miles away, we agreed to have Pierce order the needed parts and have them shipped to an RV dealer in our area, who would do the work at Pierce's expense. *****************, the salesperson we worked with, took several photos of the damage and provided us with a letter promising that all parts would be purchased and labour performed at no cost to us. Pierce also provided us with a parts list. After numerous emails and phone calls with Pierce and with Black Series, nothing has happened. We have worked hard on our end trying to get the parts ordered but to no avail. Additionally, many other problems with the unit have come to light over the past year. The wheel bearings were not properly tightened, which was affecting the brakes; the battery and charger failed; and the ceiling of the sleeping area leaks drastically. Again, the trailer was advertised as new and we were not notified of any potential issues.Business Response
Date: 11/02/2023
We have been in contact with the customer. WE are in the process of scheduling when we will meet the customer at the border to pick up their RV and bring it back to our shop and do the needed repairs.Customer Answer
Date: 11/03/2023
Complaint: 20754975
I am rejecting this response because: No action has yet occurred. All we have is are words. When/if Pierce follows through with their promises, I will accept their response.
Sincerely,
***********************Business Response
Date: 11/13/2023
We picked up the customers Rv on Thursday and took it to our *********** dealership. We will now look at the rv to determine how to proceed to fix the ***Customer Answer
Date: 11/14/2023
Complaint: 20754975
I am rejecting this response because:We have received communication from Pierce detailing what they have had done. The quality and extent of the repairs fall far short of our agreement at the time of purchase and our expectations after speaking with Pierce RVs management personnel.
Sincerely,
***********************Initial Complaint
Date:08/15/2023
Type:Service or Repair IssuesStatus:UnansweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Pierce RV in ******** ** has had my camper unit its a 2021 Cougar since I do believe beginning of April 2022, I have contacted them several times throughout this time asking for updates. I get the same answers every time the first couple months they had an issue getting ahold of my *************** but when I called I got through right away, then at some point they lost all my paperwork so I had to resend all my documents. After that was figured out their next excuses were they are still waiting on parts, they couldnt find my information etc. every single time I have called I got a new person & every single time they would tell me it didnt look like they had anyone in charge of the *********** seemed confused as to why & acted like I should know the answer to that. When I took it in I signed the document stating I wanted them to winterize ******* assuming they did not because they had to replace the bathroom pipes because they were blown which was not the case when I dropped it off. Middle of May this year I stated that I needed it done by the second week of June which they said they would have it ready by then but I would have to bring it back for the rest of the work to be done. June 19th 2023 is the day I received a text message stating that the pipes were blown & that they had found rotten meat in my fridge that had been in there for over a year which tells me they didnt touch my unit in the year theyve had it nor did they winterize it, the fridge handle is one of the many things I needed them to fix cause I couldnt get into it. Here we are 2 months later & they still say they are waiting on parts & will get it finished as soon as possible. They have been extremely unprofessional & my ********** have missed out on 2 ******* of camping using the camper that I pay every month for including having to keep the insurance on it even though Im not using it. This business has cost me so much money, ****************** & Ive honestly had enough. Thank youInitial Complaint
Date:09/02/2022
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Wow we're to start the rv experience that went from nice to horrible, to start they did a credit check not once but 9 times which dropped my credit score, every rv even used mine being 15k was set at 40k until I stated the price on the website, then I got approved for the loan and it was cleaned amazingly in March and I was told I would have to wait to have it delivered then in the end of April it arrived only to my dismay of being filthy and looking nothing like the rv I did the walk through with example dirt and muddy shoe prints all over,takeout boxes behind the couch ***** matter all over the toilet and wall, a 3/4th full tank of black water this was not anything like the rv I have approved of I also let the rep that sold me it know and he stated I apologize someone must have been in it after the inspection.then a month goes by and I got a leak after being guaranteed it was inspected, and I contacted the great falls manager ***** who got me in touch with the guy named ***** who approved the rv so they get a gentleman out here a month later that tells me this is a very old Crack he then patches it only to get 2 more leaks on the same pipe I then contacted manager ***** again who transferred me to ***** who said the rv passed earlier who never returned my call so I called the manager ***** again and told him that for 2 and a half weeks no one has responded so he then transferred me to a ***** who was to schedule an appointment to fix it I then stated that I am staying in the rv and unable to bring it in that is why it was brought out to where I am staying she then stated that here's 2 numbers to fix it I ask do I send you the bill she then states no that was a one time courtesy and the manager said that you had to pay now even with a old leak that had been overlooked by the inspector so with that being said I would recommend a trustworthy company that will correct there mistakes so tred cautious ?? big time with this company.Business Response
Date: 09/13/2022
To whom it may concern.
************************* purchased a used 2010 Outback travel trailer on 3/28/22.
Through our time in dealing with *************** we promised that we would detail trailer and do the normal inspection on the camper. ****** and her mother wanted to make sure that said trailer was clean so we had them come down and inspect the camper,they both agreed it was clean and moved forward with the purchase. We agreed to deliver trailer to customer in Power ** however the date to deliver was her choice. This travel trailer was sold as is with the customers signature verifying that. (see attached pages) I offered to look at her camper but she would have to bring it into my shop at her expense as we do not have a mobile tech service.
Sincerely
*************************
Store Manager
Pierce RV Supercenter
4200 **********
***********, **. 59405
************Customer Answer
Date: 09/13/2022
Complaint: 17897561
I am rejecting this response because:
Sincerely,
*************************
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